The learning and development (L&D) process fills the gaps that exist between what employees currently know and what they need to know. The operative word here is need, because although it may be nice to learn a fun new skill at work every day, organizations operate under time and budget constraints. Managers need to determine the areas where L&D can make the biggest impact on successful implementation of the firm’s strategy. The goal of this video is to show how training makes a direct impact on the workplace. Understanding of the importance of training is vital for any current or aspiring manager.

A concession stand at the Junction CityJaguars’ stadium had a really challenging shift. The concessions manager, Brandon, is meeting with the team to discuss what happened. How did Brandon handle the situation? How would you?