ABSTRACT
Marti came to work at a small training company after working as a supervisor in the finance department of a public-sector organization for 10 years. The training company had been set up by two individuals who had each worked independently as customer service trainers for several years. The company had 25 employees, and Marti was appointed leader of a project team made up of two administrators and three trainers. The team was expected to investigate potential training business opportunities within a particular segment of manufacturing, across the UK. Marti was appointed because of her sound financial background and supervisory experience, but it was acknowledged that her understanding of training was limited.
