Counterintuivity
Someone shared with me an experience they had with a major retailer's training practices and it made me laugh. It was a lesson in counterintuivity...
This person was in line at a store that was hugely overpopulated for the amount of customers in the store. The store was in the process of training employees to manage one of their new 'self-service' checkouts. Three employees were being trained on the use and maintenance of the system, while one was left to deal with the growing line of customers at the 'traditional' full service checkout.
Picture this, three employees standing at a checkout that is designed to free employees from needing to stand at a checkout. One employee dealing with growing line of frustrated customers.
Counterintuitive.

