You train your employees until you think you can’t teach them anything else, but you aren’t seeing the results you expect or want. What’s the problem? Where’s the disconnect?

You’re missing the reinforcement component: the application of what people have learned. Reinforcement is required to change behavior and to reach the outcomes you seek.

The chapters in this part of the book explain what reinforcement is, how behavior change happens, and how you can influence behavior change in your learners.