Diagnosing the Causes of Poor Performance Heather works in the training department of a large information classes often give her low ratings, stating that she has a technology (IT) organization. She is in charge of designing hard time answering specific questions in classes and that and delivering interpersonal skills training, including com- she does not seem approachable after the classes when munication skills, networking, and new manager training individuals want to ask questions. classes. Heather has excellent knowledge of how to design a training class. She incorporates behavioral modeling and 1. You are Heather's manager. In your opinion, what is practice into all of her classes. She has also conducted causing Heather's poor performance? Is it due to a research on what good communication consists of, how to deficiency in declarative knowledge or procedural knowledge? network, and what new managers need to know to be successful. However, individuals who attend Heather's training 2. What can be done to remedy the performance