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A resource for workplace learning and performance professionals who are looking for creative ways to get their message heard by appropriate learners. It covers everything you need to know from understanding what motivates customers for your training services, to the nuts and bolts of designing, writing, and designing a marketing campaign.

Based on the study of model programs and from hundreds of studies on the psychology of behavioral change, the 22 best-practice guidelines presented in this book offers the tools and data needed to sell and implement emotional intelligence training within your organization.

Decision Making Training offers all the ready-to-use content needed to enable professional trainers, facilitators, and others to quickly create learning events that build confident decision makers. Beginning with an easily understandable decision making process, the book provides everything needed to build interactive half, full, and multi-day training programs. The book includes online access to dozens of customizable exercises, handouts, ass...

10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied, loyal customers. From front line motivation to building trust to tackling difficult problems, this book hits all the key customer satisfaction bases. Loaded with useful examples, exercises, and worksheets, readers will find powerful ways to reconn...

Tough economic times demand more, not less attention to talent management. Six leading companies-CISCO, McDonald's, Avon, Liberty Mutual Group, Ciena, and Children's Healthcare of Atlanta- share how they have solved the talent management riddle and implemented successful solutions. The book chapters focus on management's role, the impact on processes and practices, and links to business results. Separate chapters cover the impact on company st...

Sales Training Basics recognizes the need to focus on top-line revenue through proven and cutting-edge techniques for improving sales team performance. This book offers practical and field-tested advice on designing programs that provide the right activities and techniques for the often-challenging value-focused sales audience. In addition, time-saving sales training pathways are offered on the use of technology. The book also shows readers ho...

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A learning objective is a statement that describes expected outcomes of a learning event. A seemingly simple concept, it is extremely important in the process of developing effective learning programs. This book links learning objectives to program return on investment (ROI).

Teaches the reader behaviorally based steps on the how and what of coaching for organizations. This book presents a systems approach in which learning professionals can effectively coach individuals, teams, or even work towards a coaching culture that professionals can adapt and use.

Whether leading a status meeting, a strategic planning session, or a team kickoff meeting, this guide teaches readers everything they need to conduct an efficient and effective meeting. It will help users to quickly identify the meeting goals and required participants, develop a detailed meeting agenda, and accomplish defined goals and objectives.

From creating a safe learning environment to learning how to align training to meet various learning styles, this handbook offers readers everything they need to deliver results.

Learn the tools needed to design and implement an integrated and comprehensive leadership pipeline in any organization. Leadership Development Basics offers checklists, worksheets, and other tools needed to easily implement the strategies offered throughout the book.

Knowing how to motivate employees is critical for an organization's ability to get results. When employees are not motivated properly, their productivity drops and key milestones and deadlines are missed. Motivation determines the direction of an employee's behavior (that is, what the employee chooses to do), the level of effort an employee puts into his or her work, and the level of persistence that an employee has when faced with obstacles. ...

The issue describes important theories, models, and processes of designing learning-such as the ADDIE model, adult learning theory, learning styles, and more-and provides tips and tools for developing the habits that can make you a successful trainer. A few of the 12 habits covered in the issue are preparing for training delivery, aligning solutions with objectives and needs, facilitating learning, managing the learning environment, evaluating...

Meetings are a precious resource: an expensive waste of people's time if run poorly and amazingly valuable and productive if run well. Yet many people and organizations hold meeting after meeting without knowing how to do so effectively or even what they want to accomplish. Harnessing a group's creativity and energy and directing it toward solving problems, generating new ideas, and moving big ideas forward requires skills and processes. This ...

Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.

This book includes 12 cases that illustrate mentoring and coaching programs in a variety of organisational and educational applications around the world. You will find this book helpful in planning new programs in your organisation or in strengthening and expanding your existing development programs. Most organisations today have some type of mentoring program for their employees. Mentoring is seen both as a way of transferring knowledge and s...

Aimed at new and experienced trainers and workplace learning specialists alike, this book offers tools, guidance, and practical advice on how to become a valued, strategic partner in your organization. Each chapter features one or two comprehensive self-assessment questionnaires to help readers assess their own path to organizational credibility.

Argues that the most effective and influential trainers have at least two things in common - they know why they are trainers, and they understand that training is a partnership. This book shows its readers how to find their own "training heart, " and use this discovery to create a better climate for learning.