Clark and Mayer (2011) on page 262 if our textbook, explain that skill building requires practice on the component skills that make up a part of a specific work domain. If the intent is to improve the work performances of learners, it is not enough to "only" provide them information and expect them to be able to recall the information. A skill is an ability that can be transferred and practiced in a relevant context. Designers of training programs should keep in mind th ways employees will apply new knowledge in their job tasks.
Source: Dick Marks -- How to Greet Customers YouTube video
In the video above, Dick Marks's instructional intent is clearly work-related. The video includes multiple examples of people practicing the target skills. Each example provides the learners both context and example of performance. Upon completion of this training, learners should not only be able to recall the information but realize almost instinctively when it is appropriate to perform these skills on the job.
References
Clark, R. C. & Mayer, R.E. (2011). E-learning and the science of instruction: Proven Guidelines for consumers and designers of multimedia learning. San Francisco: Pfeiffer.
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