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Denna studie handlar om kompetensutvecklingen kring kundbemötande för medarbetare på ett svenskt internationellt företag. Kundbemötande är av betydelse för företag i anseende av marknadsvärde och konkurrens. Det är därför viktigt för företag att dess personal är kompetent när det kommer till kundhantering. Studiens syfte är att bidra med kunskap om kundtjänstmedarbetares kompetens om kundbemötande. Därmed vill studien åskådliggöra hur medarbetarna hanterar kunder samt hur kompetens kring detta tas till vara och utvecklas inom företaget. Studien har reflekterat över angränsande tidigare forskning och har tagit stöd i detta till våra teoretiska utgångspunkter men även metodologiska val. Denna studie använder Tannenbaum, Beard, McNall och Salas (2011) modell för informellt lärande för att illustrera och tolka kundtjänstmedarbetarnas lärandeprocess. Semistrukturerade intervjuer med fem informanter har använts som datainsamlingsmetod för att komma fram till studiens resultat.  På den observerade arbetsplatsen återger informanterna att de lär sig om kundbemötande främst genom egna erfarenheter med en process som går att tolka som informellt lärande med hjälp av Tannenbaum et al. modell. De beskriver även hur de introduceras till företagets värdegrund vid anställning. Denna skildrar hur företaget vill att medarbetare agerar som medmänniskor. Informanterna menar därför att det finns ett underförstått sätt som företaget vill att kundbemötande ska ske på.

Sexuality education in public schools in the US is a set of curricula geared toward sexual health, sexual identities, sexual acts, associated values, as well as intimacy and relationships (Naz, 2014). Taught under the curricular umbrella of family life education in the present study, it is governed by state and federal legislation and shaped by community values. It is also uniquely controversial both politically and personally (Drazenovich, 2015; Giroux, 2011). In this study, I developed research questions grounded in Sexual Configurations Theory (SCT): a contemporary, comprehensive theory of sexual identities and behaviors (van Anders, 2015). I also used the theory of legitimate peripheral participation, which is a well-established theory of social interaction that can explain how learning occurs within and around a community (Lave and Wenger, 1991). I analyzed the curriculum of two rural public school divisions in the southeastern US to identify salient categories of curricula relevant to the research questions. I also interviewed 29 school personnel and community partners involved in the curriculum development and guest lectures. I aimed to identify differences in their perceptions of the curriculum as well as how students may have learned about sexuality in out-of-class contexts (for example, the internet, pornography, peer-to-peer, in households, etc.) (Charmaraman, Lee, and Erkut, 2012; Tight, 2016). Results indicated that participants perceived adolescents engaging in informal learning about sexuality elsewhere. The participants reported trying to help adolescents bridge these gaps in instruction with community partnerships, guest lectures from health professionals, and referrals to resources inside and outside of the school. I conclude that curriculum, context, and community are overarching principles in teaching and developing sexuality education. The evidence gathered and interpretations presented provide a rich description that drives implications for stakeholders interested in increasing curricular comprehensiveness. / Doctor of Philosophy / Sexuality education (or sex ed, also sometimes called family life education) in US public schools is a course that teaches adolescents about sexual identities, sexual activities, values, and relationships. It is a controversial topic due to its history, the politics associated with it, and differing values surrounding it across communities. In this study, I looked at the sexuality education curriculum of two rural school divisions in the southeastern US. I also interviewed 29 school personnel and community health partners involved with the curriculum and guest lectures, paying special attention to different perspectives that were raised about the topic. Results showed that participants were perceived that adolescent students would search for information on sex (such as among their peers, at home, on their phones, and watching pornography) when not given the information they wanted in the classroom. Participants also perceived concern that adolescents would engage in sexual behaviors as a result of out-of-class learning, and they attempted to provide referrals to in-school and community resources to bridge the gap between what was taught in the classroom and what was learned out of class. The research also uncovered different views on opting out of sexuality education, abstinence, pregnancy, disease (STI) prevention, and use of technology and apps.

Yes / Universities are increasingly being seen as key sites for transformation around sustainability. However, much of the literature in this area uses the terms transformation and transformative learning rather uncritically. Moreover, there is little extant research which has investigated the links between transformative learning theories and Education for Sustainability (EfS). This paper reports on a research project which explored academic and student perceptions of the opportunities for transformation around sustainability in two UK universities. The findings suggest that, despite shared understanding about the nature of pedagogic approaches that promote deep learning, academics are wary about promoting transformation beyond the professional sphere and students are more likely to have transformative experiences outside the formal curriculum. There are indications that although universities have significant potential as sites for transformation around sustainability, at present, this is not being achieved.

The main assertion in this dissertation is that there is a lack of adequate and appropriate parent involvement in Hlanganani South Schools to make them centres of teaching and learning excellence. The empirical research was conducted in one of the most under-researched and often misunderstood areas of education in South Africa. The purpose was to investigate how effective parent involvement in the schools could improve the learning culture in the Hlanganani schools and their communities. A qualitative investigation of parent involvement in four secondary schools of Hlanganani South was conducted by collecting data through interviews with four school managers (principals), twenty-eight parents and six educators (teachers). The literature that was reviewed focused on the history of parent involvement in the world and South Africa, factors that increase and hinder parent involvement, legislation concerning parent involvement in education and issues involved in education provision to South African rural areas such as Hlanganani South. The research has revealed that the lack of a culture of learning in Hlanganani is influenced by factors such as high unemployment rate, poor socio-economic background, high illiteracy rate, high failure rate of learners, and urbanisation of the area. The investigation further found that there is an urgent need for school managers to acquire knowledge, skills, and strategies for active involvement of parents in schools. The participation of parents in schools needs effective school management strategies, regular communication between parents and schools, and clearly communicated community expectations for the schools. There must be training of School Governing Bodies, educators, and school managers for parent involvement to be effective in the improvement of a learning culture. / Educational Studies / M.Ed. (Comparative Education)

Personliga tränare befinner sig otaliga timmar på gymmet där samhällets hälsointresse och normerna kring hälsa och träning är påtagliga. Dessa normer, ideal och förväntningar som finns i denna kontext villkorar lärandet och kan därmed forma och påverka de personliga tränarna. Syfte: Studiens syfte är att belysa hur personliga tränare talar om normer i gymkontext och hur dessa normer påverkar dem. Teoretisk referensram: Den teoretiska referensramen är en kombination av ett sociokulturellt perspektiv på lärande där teorierna om praktikgemenskaper och symboliskt kapital är en del av. De två synsätt på hälsa som presenteras är ett holistiskt hälsoperspektiv samt ideologin hälsism. Metod: Studiens metod är av kvalitativ karaktär där insamling av material skett genom två semistrukturerade fokusgruppsintervjuer med totalt fem yrkesverksamma personliga tränare. Studien har utgått från ett abduktivt arbetssätt och resultatet analyserades och sammanställdes genom en konventionell kvalitativ innehållsanalys. Resultat: Resultatet visade att normer kring hälsa är tudelade. De personliga tränarna talade om att gymdeltagarnas syn på hälsa är en strävan efter att uppnå extrema kroppsideal. Samtidigt talade de personliga tränarnas om att deras egen hälsosyn var mer övergripande och med tyngdpunkt på välbefinnande. Det framkom även att personliga tränare förväntas “leva som de lär” då gymdeltagarna har förväntningar på att de ska leva hälsosamt och ha en hög fysisk förmåga och kunskap kring träning och hälsa. Det framkom även att normer skapas av olika aktörer på gymmet, både personliga tränare, gymägare och gymdeltagare. Slutsats: De personliga tränarna talade om att normer kring hälsa, kroppsideal och träning på gymmet är skilda gymdeltagare och personliga tränare åt. Ytterligare en slutsats är att både personliga tränare, gymdeltagare och gymägare påverkar kulturen och därmed är alla tre aktörer skapare av normerna som villkorar det informella lärandet. / Personal trainers are spending countless of hours at the gym where the society's health interests and the norms around health and fitness are obvious. These norms, ideals and expectations that exists in this context reserve the learning conditions and can therefore shape and affect personal trainers. Aim: The study aims to illustrate how personal trainers talk about norms in gym context and how these norms affect them. Theoretical framework: Thetheoretical framework is a combination of a socio-cultural perspective on learning, where the theories of communities of practice and symbolic capital are an extension. The health theories presented is a holistic health perspective and healthism. Method: The studies method is of qualitative character where the collection of materials made by two semi-structured focusgroup interviews with five professional personal trainers. The study is based on an abductive approach and the results were analysed and compiled by a conventional qualitative contentanalysis. Results: The result showed that the norms around health is bisectional. The personal trainers talked about gym attendants approach to health as of a pursuit of extreme body ideal. At the same time the personal trainers talked about that their own view of health was comprehensive with an emphasis on wellness. It also emerged that personal trainers are expected to "live as they learn" when the gym attendants have expectations of them to live healthy and have a high physical ability and knowledge about exercise and health. It also emerged that the standards created by various participants in the gym, both personal trainers, club owners and gym attendants. Conclusion: The personal trainers talked about norms concerning health, body ideal and exercise at the gym as a difference between gym participantand personal trainers. Another conclusion is that both personal trainers, gym participants and club owners affects the culture and thus all three actors are creators of norm conditioning informal learning

In this thesis I advocate and evidence ESD through understanding and analysing the ecology of change in educational organisations, in particular Tertiary Education (TE), during the Decade of Education for Sustainable Development (UNDESD, 2005-2014). I draw on my portfolio of research that examined various aspects of the efforts to mainstream ESD during this decade. My publications, which are referred to in this thesis, are based on experience of my own practice as lecturer, educational development manager and advocate of ESD at local, national and global level. My research approach is broadly based on action research principles. I argue that, to fully understand this complex change process, it is necessary to appreciate the role of the underpinning, and often conflicting, values in TE and how they influence the adoption of ESD. I further discuss the influence of both ‘top-down’ approaches, that are expressed in policies and frameworks, and ‘bottom-up’ approaches that are instigated by communities and individuals with special interests. The influence of the learning environment itself is also examined. Lastly, I make the case that the employment of appropriate action research methodologies can help with gaining a better understanding of this process as well as play a part in the process itself.

<p>This research investigates mobile learning effectiveness in higher education. Mobile learning is composition of two words Mobile and Learning. In simple words mobile learning is mobility of learners by using mobile technologies in learning environment. Many researches addressed mobile learning but few of them covered mobile learning effectiveness. This study explores mobile learning effectiveness with the help of learning theories and models. Behaviorist, cognitive, humanistic, situational, and mobile learning theories are discussed that elaborate social, psychological, and philosophical aspects of learning.  Detailed evolution of learning is also part of this report that covers the literature of distance learning, electronic learning as well as formal and informal learning. Three effective learning models are taken in consideration: the Garrison’s Community of Inquiry, the Swan’s Interactivity and Online Learning, and the Danaher and his colleagues’ model of mobile learning and teaching evaluation model. Danaher’s model is selected as a conceptual framework of the study that is composed of three elements that are engagement, presence and flexibility. Engagement is the active participation of the learner in learning activities. Presence means being there, physically or mentally, in learning activity or place. Flexibility is how easy and facilitative the system is for teachers and students. These three elements are used to determine mobile learning effectiveness.  Survey method was used as our research approach. Empirical data was collected from Linnaeus University (prev. Växjö University) Sweden, by using two separate questionnaires for students and teachers. Collected data was analyzed with respect to learning theories and the theoretical model. The result reveals the potential of mobile learning as an effective mode of learning in terms of engagement and presence but flexibilty approved to be weaker in mobile learning.</p>

L’évolution continue des besoins d’apprentissage vers plus d’efficacité et plus de personnalisation a favorisé l’émergence de nouveaux outils et dimensions dont l’objectif est de rendre l’apprentissage accessible à tout le monde et adapté aux contextes technologiques et sociaux. Cette évolution a donné naissance à ce que l’on appelle l'apprentissage social en ligne mettant l'accent sur l’interaction entre les apprenants. La considération de l’interaction a apporté de nombreux avantages pour l’apprenant, à savoir établir des connexions, échanger des expériences personnelles et bénéficier d’une assistance lui permettant d’améliorer son apprentissage. Cependant, la quantité d'informations personnelles que les apprenants divulguent parfois lors de ces interactions, mène, à des conséquences souvent désastreuses en matière de vie privée comme la cyberintimidation, le vol d’identité, etc. Malgré les préoccupations soulevées, la vie privée en tant que droit individuel représente une situation idéale, difficilement reconnaissable dans le contexte social d’aujourd’hui. En effet, on est passé d'une conceptualisation de la vie privée comme étant un noyau des données sensibles à protéger des pénétrations extérieures à une nouvelle vision centrée sur la négociation de la divulgation de ces données. L’enjeu pour les environnements sociaux d’apprentissage consiste donc à garantir un niveau maximal d’interaction pour les apprenants tout en préservant leurs vies privées. Au meilleur de nos connaissances, la plupart des innovations dans ces environnements ont porté sur l'élaboration des techniques d’interaction, sans aucune considération pour la vie privée, un élément portant nécessaire afin de créer un environnement favorable à l’apprentissage. Dans ce travail, nous proposons un cadre de vie privée que nous avons appelé « gestionnaire de vie privée». Plus précisément, ce gestionnaire se charge de gérer la protection des données personnelles et de la vie privée de l’apprenant durant ses interactions avec ses co-apprenants. En s’appuyant sur l’idée que l’interaction permet d’accéder à l’aide en ligne, nous analysons l’interaction comme une activité cognitive impliquant des facteurs contextuels, d’autres apprenants, et des aspects socio-émotionnels. L'objectif principal de cette thèse est donc de revoir les processus d’entraide entre les apprenants en mettant en oeuvre des outils nécessaires pour trouver un compromis entre l’interaction et la protection de la vie privée. ii Ceci a été effectué selon trois niveaux : le premier étant de considérer des aspects contextuels et sociaux de l’interaction telle que la confiance entre les apprenants et les émotions qui ont initié le besoin d’interagir. Le deuxième niveau de protection consiste à estimer les risques de cette divulgation et faciliter la décision de protection de la vie privée. Le troisième niveau de protection consiste à détecter toute divulgation de données personnelles en utilisant des techniques d’apprentissage machine et d’analyse sémantique. / The emergence of social tools and their integration in learning contexts has fostered interactions and collaboration among learners. The consideration of social interaction has several advantages for learners, mainly establishing new connections, sharing personal experiences and receiving assistance which may improve learning. However, the amount of personal information that learners disclose in these interactions, raise several privacy risks such as identity theft and cyberbullying which may lead to serious consequences. Despite the raised concerns, privacy as a human fundamental right is hardly recognized in today’s social context. Indeed, the conceptualization of privacy as a set of sensitive data to protect from external intrusions is no longer effective in the new social context where the risks come essentially from the self-disclosing behaviors of the learners themselves. With that in mind, the main challenge for social learning environments is to promote social interactions between learners while preserving their privacy. To the best of our knowledge, innovations in social learning environments have only focused on the integration of new social tools, without any consideration of privacy as a necessary factor to establish a favorable learning environment. In fact, integrating social interactions to maintain learners’ engagement and motivation is as necessary as preserving privacy in order to promote learning. Therefore, we propose, in this research, a privacy framework, that we called privacy manager, aiming to preserve the learners’ privacy during their interactions. Considering social interaction as a strategy to seek and request peers’ help in informal learning contexts, we analyze learners’ interaction as a cognitive activity involving contextual, social and emotional factors. Hence, our main goal is to consider all these factors in order to find a tradeoff between the advantages of interaction, mainly seeking peer feedback, and its disadvantages, particularly data disclosure and privacy risks. This was done on three levels: the first level is to help learners interact with appropriate peers, considering their learning competency and their trustworthiness. The second level of protection is to quantify potential disclosure risks and decide about data disclosure. The third level of protection is to analyze learners’ interactions in order to detect and discard any personal data disclosure using machine learning techniques and semantic analysis.