The interplay between change and learning at the workplace: A qualitative study from retail banking

Abstract

Purpose

The purpose of this paper is to analyse employees' perception of a change at their workplaces and the requirements for learning, and factors supporting or inhibiting learning in the context of this change.

Design/methodology/approach

Data collection included personal face‐to‐face semi‐structured interviews with ten client advisors in the retail‐banking department of a German bank. The interviews took place during a time when the participants' workplaces were affected by a drastic change, namely the implementation of an integrated consulting concept. The data were analysed by a qualitative, content analysis approach, adapting Billett's framework for analysing workplace changes.

Findings

Challenges and requirements for learning as a consequence of the workplace change were analysed. The results show that the employees realised many affordances of the modification of work routines, especially concerning work performance, professional knowledge, and professional role. Thus, employees recognised the change as an opportunity for the acquisition of knowledge and competence development.

Originality/value

This paper contributes to the understanding of workplace change's effect on employees' knowledge, work routines and professional development.

Citation

Hetzner, S., Gartmeier, M., Heid, H. and Gruber, H. (2009), "The interplay between change and learning at the workplace: A qualitative study from retail banking", Journal of Workplace Learning, Vol. 21 No. 5, pp. 398-415. https://doi.org/10.1108/13665620910966802