Learning in transition

1. Learning in transition MSM 620 Bellevue University Jessica Buike

2. Learning in transition • The Mid America Center in Council Bluffs, IA opened in 2002 under the management of SMG, Inc. – a world leader in event center management. • Their training program consisted of only a 10 minute inspirational video about good customer service, filled with catchphrases and smiling actors in uniform but no real substance. All other training was mentoring by more tenured employees.

3. Learning in transition • It was decided by the city of Council Bluffs that the Mid America Center needed a new management direction to increase revenue and to stop operating in the red. • On July 1, 2012 Caesar’s Entertainment became the new management company – and only the second company to ever manage the Mid America Center.

4. Learning in transition • On a corporate level, it appears that Caesar’s has a lot more opportunities for training, learning, and career advancement. • However, on the local level for the Mid America Center, this is not the case for one simple reason – Caesar’s does not know how to run an event center and arena, so as employees we are showing THEM the ropes and helping THEM learn, not vice versa.

5. Learning in transition • My boss, Deena, summarizes the learning during this transition as follows: • “With the transition to Caesars, I think it’s going to be a lot “learn as you go.”   When things pop up, that’s when the conversations will be had to figure out how to address it, or how we’re doing it different moving forward, just because we may not remember to talk about something now until it comes up.”

6. Learning in transition • In summary, we are moving from a company that had no formal training program to a company that has a formal training program but who has not implemented any training program during this transition. • The biggest change in learning right now will be to learn the new culture, new rules, and new expectations of Caesar’s.

7. Learning in transition Thank you!