ABSTRACT
The two case studies in this chapter illustrating the interrelationship between communication and learning. In the first, we see how DTE Energy overcomes change-management challenges brought about by a merger with another company. During the process, a technical training intervention becomes an opportunity for employees to share stories. Although retention of the technical material covered during the training had a rapid decay, the relationships people built through communication during the series of classes has proven to be long lasting and the major benefit of the training intervention. In the end, the goals of the change management initiative were exceeded, and people succeeded in creating an effective social fabric of collective experience. The case study of Jeff Bukantz shows the importance of reflection. Faced with a life-changing event, Jeff must remake himself. He succeeds in creating a new vision and mission for himself. The same stories that catalyzed insights also become the template for Jeff's new role.
