Task II. Building Capacity Summary

Human capacity involves providing people with the knowledge, skill and capability to be solution-oriented agents for the customer. People development is built by attending to the physical, intellectual, emotional and spiritual needs of employees. High performing teams require high levels of employee job satisfaction and commitment, which is the result of empowering people and providing challenge and an appropriate amount of stress. In a virtual environment, when you don’t see people all the time, these skills are more easily overlooked, but they are no less important.

The second part of building capacity involves creating a learning organization. In a learning organization, all departments and functions within ...

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