T&D. T&D, the other HRD intervention central in playing a role in providing employees
with the skills to deliver high-quality services across cultures, is a “planned individual
learning, whether accomplished through training, on the job learning, coaching,
or other means of fostering individual learning” (McLagan, 1989, p. 7). Similarly,
Swanson (2001) defines T&D as, “the process of systematically developing expertise
in individuals for the purpose of improving performance” (p. 304). While McLagan
(1989) and Swanson (2001) include T&D as an HRD intervention, the definitions differ
in that McLagan (1989) refers to effectiveness in fostering individual learning as
the HRD goal. However, Swanson focuses on performance as the HRD goal