Communicator competence and employee performance with new technology: A case study

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Abstract

The relationship between employee productivity with new technology and communicator competence was investigated in a field study of 289 claims adjustors from two divisions of a large insurance company. Comparisons were also made with individual levels of past productivity. Each employee’s communicator competence was assessed using a standardized instrument before they began to operate a new computer system. Employees from one of the divisions were provided with a 45‐hour training program that focused on three aspects of communicator competence (message clarity, listening, and interpersonal skills) one month before the new system was implemented. An analysis of covariance revealed three noteworthy findings. First, employee communicator competence had the most significant effect on employee performance with the new computer. Second, employees who received the communicator competence training program performed at significantly higher levels with the new technology than employees who did not receive training. Finally, past productivity also had a significant effect on how productive the employees were with the new computer system.

Original languageEnglish
Pages (from-to)87-101
Number of pages15
JournalSouthern Communication Journal
Volume55
Issue number1
DOIs
StatePublished - Dec 1989

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