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Training programs have long been positioned as a primary mechanism for enhancing workforce capability in tourism, an industry characterized by high customer contact, service variability, cultural diversity, and rapid technological change. While training undeniably contributes to skill enhancement, its actual impact on developing complex competencies—such as adaptive problem-solving, emotional intelligence, cross-cultural communication, and strategic decision-making—is uneven and often overstated. A critical evaluation shows that although training can improve procedural knowledge and short-term performance, the development of deeper, transferable competencies requires systemic interventions that go far beyond simply increasing the number or frequency of training sessions. Complex competencies differ fundamentally from routine skills because they are context-dependent, integrative, and rooted in experience. In tourism settings, employees frequently confront ambiguous situations: managing dissatisfied guests, balancing operational efficiency with personalized service, or coordinating across multicultural teams. Traditional training programs, particularly those that rely on classroom instruction or standardized modules, tend to emphasize knowledge transmission rather than capability formation. As a result, participants may demonstrate improved understanding immediately after training but struggle to apply learning in dynamic real-world scenarios. This “knowing–doing gap” illustrates that competency development is not merely a ______ _________ ___ _______ ____ ____ ____ _________ _____ __________ __________ _____.
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