Workplace learning and competence acquisition : a single case study of GITN Sdn Berhad sales team

Abstract

As the demands for competencies of salespeople are increasing under globalization, an effective competency management has been urged in need. However, regardless of the massive investment in learning and development, little is known about how GITN employees acquire competence at the workplace, especially in the informal learning aspect. Therefore, this study aims to focus on the competence acquisiton of the sales team in GITN through the informal and incidental workplace learning. Qualitative triangulation method was adopted including focus group discussion, interview and document. Ten experienced respondents participated in the study. Atlas.ti 7 software was applied to analyze the qualitative data. The derived results show that the sales team in GITN with a good understanding of the meanings of competence and competency highlighted presentation skills, selling skills and time management skills that may be ignored by authorities. Supportive supervisor, supportive colleagues and technology could be key facilitators for the process; while, heavy workload, limited time, difficulty to collaborate with others as well as limited decision making power were considered as barriers. Moreover, the practicing model of informal and incidental workplace learning of GITN salespeople was figured out. To encourage competence acquisition among sales team in GITN, it was recommended offering rewards or certificates or incentives to the employees.