At last year’s Western Academy of Management conference, I met a business law professor at a session titled “AI in the Classroom.” She explained to the audience that she created a very long prompt, which her students then pasted into a Generative AI tool in order to have a back-and-forth legal “discussion.” That idea of using Generative AI as a discussion partner stuck with me.
Last semester I tried it in my HRM609 Training and Organization Development class, which is a 100% asynchronous course in the Masters of Human Resource Management program. Here is how it went—what I did, what students thought, and how I will improve it for next time.
What I Did: The Assignment
In the course, students learn about the Mager and Pipe (1997) Performance Analysis Flow Diagram, which is intended to be used by HR professionals as a diagnostic tool to determine the root causes of employee performance issues. One of the big take-aways from Mager and Pipe is that “training is not always the answer.” The diagram provides students with a structure to conduct an interview, usually with a manager in the organization. During the interview, students should ask open-ended questions such as “Would you describe the discrepancy between what you expect and what employees are currently doing?” and “How are expectations currently being communicated?”
In the past, I had students conduct these interviews with a manager in their own organization (nearly all my students work full-time). Last semester, I gave students the option of interviewing someone from their organization or conducting a Generative AI interview. Out of 20 students, 16 chose the Generative AI option.
Here is the final step in the assignment instructions, followed by the prompt that students copied into Microsoft CoPilot or ChatGPT:
If you choose Option B, you will conduct an interview with ChatGPT or (Microsoft Copilot) which will be acting as a Store Manager for a retail company. First, paste the instructions below (in red) into the ChatGPT command. Then ask your questions, one at a time, and read each response from ChatGPT. You should ask follow-up questions to clarify information and/or go deeper. When you feel you have gotten answers to all your questions, let ChatGPT know that you are ready to make your recommendations. Then make your recommendations to ChatGPT. It will then give you some feedback on your recommendations. Finally, copy and paste the ENTIRE exchange between you and ChatGPT into a Word document and save it. (It will probably be many pages – that is okay!) Submit the Word document into D2L.
PROMPT:
I want you to create a scenario of a workplace performance problem in a retail store in about 100-200 words. I will play the role of a Training Manager trying to figure out the root of the performance issues by asking you questions about what is going on in the store. Then, you will play the role of a Store Manager, answering each of my questions, one at a time. Each answer should be less than 50 words, as if your tone of voice is concise, but not rude. When I am finished asking questions, I will let you know that I am ready to offer a recommendation. At that point, you will ask me for my recommendation. Once I give you my recommendation for how to proceed addressing the performance issue, you will give me feedback. Please use the Mager and Pipe (1997) performance analysis model as your guideline for giving me feedback. If I asked all the relevant questions that Mager and Pipe describe AND if my recommendation aligns with the answers from you as the store manager, then the feedback should be positive. If I missed any important questions, you should give me that feedback, pointing out which questions I should have included. If my recommendations do not align with the answers you as the store manager gave me, you should give me that feedback, pointing out what recommendations would have made more sense.
Overall, I would say that the same issues arose in both the in-person and Generative AI interviews: students asking close-ended or leading questions, students not following up on vague responses, etc. So, the quality of student questioning was about the same as in previous semesters.
Of the two Generative AI “partners” that students used, I noticed that ChatGPT gave more positive feedback and less corrective feedback to students than Microsoft Copilot. But both were generally more positive than I had hoped.
At the end of this post, I’ve attached a Generative AI interview – thank you to Hannah Carper for allowing me to use this as an example.
What Students Thought
I asked the 16 students who chose the Generative AI interview to complete a quick Qualtrics survey and 10 responded.
| Question | Response |
|---|---|
| Why did you choose the option to conduct the interview with an AI tool rather than a real-world interview? | The two response themes were: (1) curiosity about using AI (2) difficulty in scheduling an in-person interview |
| To what degree did you like (or dislike) the process of interacting with the AI tool? | 5-Liked a great deal 5-Liked somewhat 0-Neutral 0-Disliked somewhat 0-Disliked a great deal |
| To what degree did your conversation with the AI tool feel like an effective reflection of how a real-life conversation with a store manager would have gone? | 1-Extremely effective 5-Very effective 1-Moderately effective 2-Slightly effective 0-Not at all effective |
| For classes at WCU, is it good practice for an assignment involving a conversation to have an AI option? | 4-Definitely yes 3-Probably yes 1-Might or might not 1-Probably not 0-Definitely not |
The last question asked students if there was anything else they would like to share with me about the use of AI or about the assignment. Here are some of their responses:
- I wish I would have thought about interviewing outside of my organization. Like a professional friend or relative instead of using AI. I believe that my work would have been better and not resulted in such a short and robotic feeling interview.
- It was the first time I used it to complete an assignment for class. It was fun.
- Although AI was convenient for my situation, I think allowing students to utilize this tool could give a wrong perception of the proper usage for it (i.e. Writing papers) The assignment overall was great!
- I appreciated the opportunity to use ChatGPT – it was a great, flexible option for me- it helped me complete the assignment when I was available (I typically can only do schoolwork after 9pm and it would be difficult to schedule an interview with a person at that time).
- This was my first assignment of this type and I had fun completing the project and I hope you continue to offer this option!
- I enjoyed this option
- No, I thought overall the AI option was valuable. As someone who is retired and limited internal contacts either my formal employer, I think this was definitely the better option for me. Thank you!
How I Will Improve the Assignment for Next Time
What students missed in the Generative AI interview was learning about performance issues in an actual organization. Initially, I thought that giving students this option would be helpful for students who were not currently employed or those who worked for a tiny family business. But, conducting an in-person interview is more challenging (e.g., the logistics of asking for someone’s time and scheduling the meeting). I should not have been surprised by how many students chose this option.
The potential I saw in this teaching experiment was the chance for students to 1) practice doing an interview and 2) get my feedback on how to improve before conducting an in-person interview. So, my plan for next semester is to have students conduct both interviews—first the Generative AI interview to get practice and feedback followed by an in-person interview as their final assessment. I am pretty confident that practicing with a Generative AI partner will result in higher quality in-person interviews.
Hannah Carper’s Example AI Interview
You said:
ChatGPT, I want you to create a scenario of a workplace performance problem in a retail store in about 100-200 words. I will play the role of a Training Manager trying to figure out the root of the performance issues by asking you questions about what is going on in the store. Then, you will play the role of a Store Manager, answering each of my questions, one at a time. Each answer should be less than 50 words, as if your tone of voice is concise, but not rude. When I am finished asking questions, I will let you know that I am ready to offer a recommendation. At that point, you will ask me for my recommendation. Once I give you my recommendation for how to proceed addressing the performance issue, you will give me feedback. Please use the Mager and Pipe (1997) performance analysis model as your guideline for giving me feedback. If I asked all the relevant questions that Mager and Pipe describe AND if my recommendation aligns with the answers from you as the store manager, then the feedback should be positive. If I missed any important questions, you should give me that feedback, pointing out which questions I should have included. If my recommendations do not align with the answers you as the store manager gave me, you should give me that feedback, pointing out what recommendations would have made more sense.
ChatGPT said:
ChatGPT
Scenario:
The Oakwood Outlet Store has recently been experiencing a performance issue with one of its teams. Several team members consistently fail to meet daily targets for stocking shelves and assisting customers within expected timeframes. Customers have also mentioned that some associates seem distracted and less engaged than usual. The store has seen a rise in customer complaints regarding long wait times at checkout and messy displays. While these issues don’t seem to be affecting every team, they are concentrated in the evening shift. As the Training Manager, you’re tasked with uncovering the root cause and identifying possible solutions to improve performance.
Let me know when you’re ready to start asking questions!
4o
You said:
Can you tell me more about who you feel is currently demonstrating a performance issue?
ChatGPT said:
ChatGPT
It’s mostly the evening shift team, specifically a few newer associates. They’re often behind on restocking and sometimes don’t keep the displays organized.
4o
You said:
And you had mentioned that you’ve received customer complaints?
ChatGPT said:
ChatGPT
Yes, we’ve had complaints about longer wait times at checkout and disorganized shelves, especially during the evening shift.
4o
You said:
What expectations have been set for the associates regarding wait times for customers, restocking, and organization of the shelved items?
ChatGPT said:
ChatGPT
We expect associates to restock within 30 minutes after delivery, keep shelves tidy throughout their shift, and ensure wait times don’t exceed 5 minutes at checkout.
4o
You said:
How have those expectations been communicated to associates?
ChatGPT said:
ChatGPT
Expectations were reviewed during onboarding and reinforced in team meetings. There are also written guidelines posted in the break room.
4o
You said:
How often do team meetings occur?
ChatGPT said:
ChatGPT
We hold team meetings weekly, typically on Monday mornings, to discuss performance and any new updates.
4o
You said:
Who leads them?
ChatGPT said:
ChatGPT
I lead the team meetings for consistency, though supervisors sometimes add specific updates for their shifts.
4o
You said:
So associates on the evening shift would be hearing the same information from you as the associates on the day shifts?
ChatGPT said:
ChatGPT
Yes, exactly. I ensure everyone gets the same information, even if their shift timing differs.
4o
You said:
Great. Thank you. Do the associates have the resources that they need to meet the restocking and wait time guidelines during all shifts?
ChatGPT said:
ChatGPT
They have the necessary resources, but the evening shift often has fewer staff than other shifts, which can make it harder to meet those guidelines.
4o
You said:
Oh, is that potentially a contributing factor? That they are short-handed?
ChatGPT said:
ChatGPT
Yes, it seems to be a factor. With fewer staff on evenings, they sometimes struggle to keep up with both customer service and stocking.
4o
You said:
I appreciate that, thank you. How is performance feedback delivered to associates?
ChatGPT said:
ChatGPT
Performance feedback is typically given during one-on-one check-ins every month and during our weekly team meetings. We also encourage peer feedback.
4o mini
You said:
Have you had discussions with associates about how the expectations for timeliness and cleanliness are not being met, particularly in the evening?
ChatGPT said:
ChatGPT
Yes, I’ve mentioned these issues in team meetings, but I haven’t had individual discussions specifically focused on the evening shift’s challenges.
4o mini
You said:
How has the feedback been received by the team?
ChatGPT said:
ChatGPT
Most associates seem receptive, but some appear overwhelmed and uncertain about how to improve. Others might not fully understand the urgency of meeting expectations.
4o mini
You said:
Urgency is an interesting word choice. Do you think that the associates have a clear understanding of the store’s goals and how their individual performance contributes to those goals?
ChatGPT said:
ChatGPT
I don’t think everyone fully grasps how their roles impact the store’s overall goals. Some might see their tasks as routine rather than part of a larger purpose.
4o mini
You said:
How are the store’s goals communicated to associates?
ChatGPT said:
ChatGPT
Store goals are shared during onboarding and in team meetings. We also post them on the break room wall, but I’m not sure everyone pays attention to them.
4o mini
You said:
That’s illuminating. Thank you. Do you feel that the current performance expectations are overwhelming or unrealistic?
2/2
ChatGPT said:
ChatGPT
I think they are realistic, but the evening shift may struggle to meet them due to being short-staffed, which could create a feeling of overwhelm.
4o mini
You said:
Is there anything that could be done to make the job less stressful or more manageable?
ChatGPT said:
ChatGPT
Providing additional support during peak times or adjusting shift schedules could help. More frequent check-ins might also make associates feel more supported.
4o mini
You said:
Who would be performing the check-ins?
ChatGPT said:
ChatGPT
The supervisors on the evening shift would handle the check-ins, as they are more familiar with the specific challenges the team faces during those hours.
4o mini
You said:
Are there any situations where underperformance seems to go unnoticed or unaddressed?
ChatGPT said:
ChatGPT
Yes, underperformance sometimes goes unnoticed, especially if the supervisors are busy with other tasks. We rely on team members to flag issues, but not everyone feels comfortable doing that.
4o mini
You said:
Are there instances where employees who consistently miss targets or don’t meet expectations still receive positive reinforcement or rewards?
ChatGPT said:
ChatGPT
Unfortunately, yes. Sometimes, I think we overlook the contributions of newer associates or don’t want to discourage them, so they may still receive praise even when performance is lacking.
4o mini
You said:
What are the consequences for not meeting performance expectations?
ChatGPT said:
ChatGPT
Currently, there aren’t strict consequences for not meeting expectations. We generally provide feedback and support first, but repeated underperformance hasn’t been clearly addressed.
4o mini
You said:
Do you feel that the evening shift has a specific skill deficit causing their poor performance?
ChatGPT said:
ChatGPT
I believe there might be a skill gap, particularly in time management and prioritization, which affects their ability to meet expectations during busy times.
4o mini
You said:
Tell me more about that.
ChatGPT said:
ChatGPT
Some associates struggle with efficiently balancing customer service and stocking tasks, especially during peak hours. They may not know how to prioritize urgent tasks effectively.
4o mini
You said:
Interesting. Can you provide me with an example of what it looks like when an employee is not prioritizing tasks efficiently?
ChatGPT said:
ChatGPT
Sure! For instance, an associate might spend too long helping one customer while neglecting to restock essential items, leading to messy shelves and longer checkout lines, which frustrates other customers.
4o mini
You said:
Oh wow. Do you have guidelines for how long is too long to help a customer?
ChatGPT said:
ChatGPT
We don’t have strict guidelines on customer assistance time, but ideally, associates should balance helping customers with completing their other tasks, like restocking, within a reasonable timeframe.
4o mini
You said:
Has your evening shift demonstrated an ability to balance these time management tasks in the past?
ChatGPT said:
ChatGPT
Yes, in the past, they managed to balance tasks better when we had a full team. However, with the current staffing challenges, it’s become more difficult.
4o mini
You said:
You have mentioned the staffing challenges a few times. How short-staffed is the evening shift right now?
ChatGPT said:
ChatGPT
Currently, we’re about two associates short for the evening shift, which significantly impacts their ability to meet customer demands and restocking needs.
4o mini
You said:
And you mentioned that there are a few new associates working in the evening as well?
ChatGPT said:
ChatGPT
Yes, we have a couple of new associates on the evening shift who are still learning the ropes and may need additional support to build their skills.
4o mini
You said:
Aside from the staffing issue, are there any other factors that could make restocking the shelves or assisting customers at checkout easier for your associates?
ChatGPT said:
ChatGPT
Streamlining the restocking process with clearer guidelines and better organization of stock could help. Additionally, improving training for new associates on prioritizing tasks would also be beneficial.
4o mini
You said:
Tell me more about the streamlining that you feel is required
ChatGPT said:
ChatGPT
We could simplify the restocking process by clearly labeling stock areas and creating a checklist for associates to follow. This would help them quickly identify what needs to be restocked and in what order.
4o mini
You said:
Thank you. Is there anything that could assist with the task of keeping shelved stock neat and tidy?
ChatGPT said:
ChatGPT
Implementing a cleaning schedule that assigns specific tasks to each associate during their shifts could help maintain neatness. Regularly checking displays and organizing shelves as a team would also improve overall appearance.
4o mini
You said:
How is this handled now?
ChatGPT said:
ChatGPT
Currently, maintaining shelf organization is a shared responsibility, but without a structured plan. Associates often address it as they see fit, which can lead to inconsistencies in how displays are kept.
4o mini
You said:
We have covered a lot of ground here and I appreciate your time so far. What other obstacles do you think might be impacting the performance of your team? This could be very broad. I want to hear you unfettered thoughts on what you think is keeping your team from doing their best.
2/2
ChatGPT said:
ChatGPT
Memory updated
I appreciate the opportunity to share. Beyond staffing, I think there’s a lack of motivation and engagement among some associates, possibly due to the repetitive nature of the tasks. The store environment can feel hectic, and without clear incentives or recognition for hard work, morale dips.
2/2
4o mini
You said:
What recognition and incentive programs does the store offer to employees to increase engagement?
ChatGPT said:
ChatGPT
Currently, we have a basic employee recognition program that highlights “Employee of the Month,” but it doesn’t come with substantial rewards. We also occasionally provide small bonuses for meeting sales targets, but they’re infrequent.
4o mini
You said:
Is there anything else you feel that can be done to help make the work feel less repetitive and more engaging?
ChatGPT said:
ChatGPT
Introducing cross-training opportunities could make work more engaging, allowing associates to learn different roles and break the monotony. We could also create team-building activities to foster a sense of community and collaboration.
4o mini
You said:
Is there anything else you would like to share with me before I make my recommendation?
ChatGPT said:
ChatGPT
I think we’ve covered the main issues. However, I’d like to emphasize that addressing these challenges holistically could greatly improve performance and morale. I appreciate your insights and recommendations.
4o mini
You said:
I’m ready to make my recommendation.
ChatGPT said:
ChatGPT
Great! What is your recommendation for addressing the performance issues?
4o mini
You said:
The good news is that I do not think that you have a training problem. Your team members are having some difficulty with balancing multiple customer tasks concurrently, but only because there is insufficient staff to meet the customers’ needs. Hiring and training new employees or rearranging shifts to cover the evening is not an easy fix, but it is the right solution to the problem that you are experiencing. You may also find it helpful to provide one-on-one coaching to individuals who you feel are not properly balancing their time in their tasks, but it does not sound to me as if this is a widespread problem which warrants a training course for the entire team. You provided excellent suggestions to help your team improve the restocking process. You may find that by simplifying their tasks and removing obstacles (as well as adding more staff), that their performance will improve. You mentioned that morale was dipping and engagement seemed low. Helping your team better understand the company’s goals and values might bring them a greater sense of purpose and increase their engagement. If they understand how their role fits into the company’s purpose, they might act with more urgency (to use your phrasing). Talk about the values and make them a real part of the workplace. You had mentioned that recognition and incentives are lacking. I would encourage your shift supervisors to be more careful not to accidentally reward underperformers with praise and to ensure that good performance is being recognized. You don’t need to start with a full-blown rewards and recognition program. You can do something as simple as having associates share positive feedback about one another at team meetings or post “high fives” on the wall of the break room. So, in summary, make sure employees understand the company values (they should be posted prominently!), provide specific feedback to any employees who need to do a better job at time management tasks with follow up coaching from their supervisor if needed, stop turning a blind eye to poor performance, start celebrating good performance, implement your ideas for organizing restocking tasks, and — most importantly — get more team members to assist on the evening shift. Then we can check back in, let’s say in three months, to see how things are going.
ChatGPT said:
ChatGPT
Thank you for your thorough and insightful recommendation. Here’s my feedback based on the Mager and Pipe performance analysis model:
- Analysis of Performance Issues: You accurately identified that the primary issue isn’t a lack of training but rather insufficient staffing, which directly impacts associates’ ability to balance their tasks effectively. This insight aligns with my observations about the evening shift.
- Specificity of Recommendations: Your suggestions for one-on-one coaching for specific associates and improving task organization are practical and actionable. They directly address the identified gaps in performance without overwhelming the team with unnecessary training.
- Understanding Company Goals: Highlighting the importance of conveying the company’s goals and values is vital for employee engagement. Your recommendation to make these values more prominent and relatable in the workplace is excellent.
- Recognition and Feedback: Encouraging a culture of recognition and clear feedback mechanisms is crucial. Your suggestion to focus on celebrating good performance while addressing underperformance aligns well with effective management practices.
- Long-term Follow-up: The idea of revisiting the performance in three months establishes accountability and allows for adjustments based on progress, which is a strategic approach.
Overall, your recommendations are comprehensive and effectively address the root causes of the performance issues. I appreciate your thoughtful analysis and look forward to implementing these strategies. Thank you for your guidance!
