Feedback in a Canteen Team: How can E-Learning Support a Learning Process?

Rosa Kirketerp

Student thesis: Master thesis


This paper addresses the utilization of e-learning courses in the development of interpersonal competences, in this case the development of a feedback culture in a canteen team. With a focus on the team’s culture and social dynamics, the project intends to explain how the team have developed their communication and strengthened their relationships, based on a e-learning course on feedback culture and how they managed to transform their learning from individual to collective. The research methods include interviews with several employees, their leader and the producer of the e-learning course. The social dynamics, comprising trust and psychological safety in the team, played a central role in the employee’s perceived experience of being able to experiment and act on the new insights (Edmonson, 2003; Dixon, 1999). Through Christensen’s (2016) framework on feedback, it became clear that the e-learning course could be seen as a representation of a feedback culture. Combined with the distance between the team’s culture and their communicative patterns on the one hand and the pedagogical approach in the e-learning course on the other hand, it uncovered the need for the team to develop their own interpretation of a feedback culture. This might be a contributing factor to the employee’s view of their learning and development as being unconscious, as the learning process didn’t correspond to a transfer process. Through Nonaka & Krogh’s (2009) framework it became apparent, that part of their knowledge was tacit and thereby unconscious, in contrast to the explicit content in the feedback courses. This project also revealed that, corresponding to systemic theory, to stimulate growth in a social system it is essential whether the disturbance is seen as suitable - in this case the disturbance being the e-learning course (Moltke & Molly, 2019). This suitable disturbance appeared to be the determining factor in transforming their learning and development from individual to collective in the canteen team.

EducationsMSc in Psychology, (Graduate Programme) Final Thesis
Publication date2021
Number of pages74