Training
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Customer Service Training
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The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPoint? presentations and electronic copies of all supporting material featured in the book.
Customer Service Training provides practical, hands-on guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers and assessment instruments help you teach employees the importance of customer service and improve their performance. Contains exercises, handouts, assessments and tools to help you: – create fantastic customer service to meet your specific needs – raise the bar for service excellence – become a more effective and efficient facilitator – ensure training is on target and gets results. This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service.

New Employee Orientation Training
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The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPoint presentations and electronic copies of all supporting material featured in the book.
New Employee Orientation Training helps you design new employee orientation programmes at the organizational and department level. This guide will help make the process much easier and help you solve the most common challenges you are likely to face. Contains exercises, handouts, assessments and tools to help you: – rapidly build a customised new employee orientation programme – create both organisation-wide and department-level training – become a more effective and efficient facilitator – ensure training is on target and gets results ?This book gives you just what you need to make the most of your company?s new employee orientation programme. If you want to get your employees off to a good start and attract and retain stellar performers, then this is the book to buy.? William J. Rothwell, Professor of HRD, Penn State University Karen Lawson is an international consultant, author and executive coach. She has extensive consulting and workshop experience in the areas of management, team development, communication and quality service across a wide range of industries, including financial services, pharmaceutical, chemical, manufacturing, health care and government. Other books in this series: Leadership Training, Customer Service Training, New Supervisor Training, Leading Change Training.

New Supervisor Training
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The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPoint presentations and electronic copies of all supporting material featured in the book.
New Supervisor Training helps new and experienced supervisors make the transition from individual contributor to leader with ready-made training tools and materials. This guide includes sections on interactive training, evaluation and improvement and provides key skills to new leaders. Contains exercises, handouts, assessments and tools to help you: – set up supervisor training in record time – provide key skills to new leaders – become a more effective and efficient facilitator – ensure training is on target and gets results ?Jones and Chen share a wealth of practical experience aimed at the realities of becoming and succeeding as a new supervisor. This is required reading for trainers.? Ed Oxford, Vice President and Director, Leadership, Learning and Performance, Commercial, Government and Industrial Solutions Sector, Motorola, Inc. Other books in this series: Leadership Training, Customer Service Training, New Employee Orientation Training, Leading Change Training.

Workplace Learning and Development
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This book is about making a difference through workplace learning and development. It offers advice and demonstrates the positive impact it can have on an organization.

Learning and development is essential to organizational success. Training courses were traditionally used as the key method of teaching, but increasingly the focus is shifting to individuals and managers adopting a more flexible approach to learning. Organizations are being held responsible for maximizing the skills, knowledge and behaviours available to them, ensuring that employees are not solely learning new skills, but are using their existing skills to maximum effect.

The Group Trainer's Handbook
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Organizations succeed when staff are doing their jobs effectively. For this to occur, employees must be well-trained. Group training, involving two or more people, enables a collaborative approach to working and problem-solving, and ensures that participants share best practice and a consistent learning experience.

Now in its third edition, The Group Trainer’s Handbook is a condensed source of practical advice for anyone involved in group training. Updated with the latest thinking in group training methods, it is particularly useful for managers who are responsible for a team’s professional development. It breaks down the stages of designing and developing a successful training course and all the key skills needed to deliver effective group training.

Formerly published as Designing and Delivering Training for Groups .

Instructor Excellence: Mastering the Delivery of Training, 2nd Edition
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When the first edition of Instructor Excellence was published in 1992, it became an instant bestseller among professionals who deliver and manage training. This thoroughly revised and updated second edition complements the timeless standards that made the first edition a classic as well as covers relevant developments in the design and delivery of training, including online and videoconferencing facilitation and current research on what sets exemplary instructors apart from the average.
Bob Powers is the former president of Bob Powers & Associates, a consulting firm dedicated to improving human performance in the workplace. A contributor to the seminal Handbook of Human Performance Technology, Powers is a past president of the International Society for Performance Improvement.

William J. Rothwell is a professor of human resource development in the Department of Adult Education, Instructional Systems and Workforce Education and Development in the College of Education of the University Park Campus of The Pennsylvania State University. He has authored, coauthored, edited, or coedited nearly fifty books, including Practicing Organization Development and Mastering the Instructional Design Process.

The Trainer's Toolkit
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Bringing Brain-Friendly Learning to Life
True brain-friendly learning is not about gimmicks.  It is far more than just putting on classical music or playing games.  It's a movement rather than just a method; a movement to recover the real joy of learning and bring sizzle and sunstance to your training.

The Changing World Of The Trainer
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The 'Changing World of the Trainer' considers how the human resource development professional should undertake his or her role in today's organization. It offers a new framework which reflects the business reality of the modern world. This practical work proceeds through a series of tools, checklists, questionnaires and instruments and presents an extensive series of illustrative case studies, drawn from organizations throughout the world. The book argues that the problems that trainers face are fundamentally the same. Their objective is to put a process in place to ensure that employees are able to acquire the knowledge and skill required by the organization. The acquisition of individual and collective knowledge and skills is not the primary purpose of the organization – skills are a means to the end of profitability and service delivery. Hence training is a derived or secondary activity. In the world economy a global model of human resource development is emerging. In one form or another, organizations are seeking to develop what are known as high performance working practices. What the customer requires drives business processes: staff must be recruited, retained and motivated. Effective learning, training and development is now essential. This does not mean the end of the traditional off-the-job training course. There are many occasions, and these are illustrated within the book, when a training course delivered by a subject-matter expert is an effective way of promoting the organizations' objectives through individual learning. However, it is increasingly evident that the range of interventions undertaken by the trainer extends far beyond the design and delivery of the training course. There has been a huge increase in coaching and in ways of promoting group learning. Action learning is undergoing a resurgence. Generally there has been a growth of non-directive forms of intervention; a shift in emphasis from instruction to the facilitation of the learning process. Many practitioners are proceeding effectively to redefine their roles in a variety of different ways. However, it is now time to offer a formal expression of the new training and learning role. Martyn Sloman is highly respected intermationally within the field of learning and development, with experience as a practitioner in the public, private and voluntary sectors.

Paperback

304 pages

Audience
Primary readership: Training/HRD practitioners, HR professionals, Organizational Development professionals. Secondary readership: Masters/Exec courses in HRM/HRD.

Contents
Part 1 Introduction: 1. The central premise; Part 2 The context: 2. The new economy; 3. People and the business; 4. Extending our leverage; Part 3 Current practice: 5. Becoming learner centred; 6. Some key processes; 7. The training course in context; 8. Support and challenge; 9. Embracing technology; 10. Delivering value; Part 4 The broader picture: 11. The modern challenge: a summary; 12. Culture and learning; 13.The international dimension; 14. Is China different?; Endnote: What does it all mean?

Managing Projects in Human Resources, Training and Development
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This book will provide the reader with a practical approach to managing a project in a human resource, training or development setting. Each chapter discusses a different aspect of project management and includes recognised processes and techniques.

REVIEWS :
“A dependable guide for anyone who takes responsibility for leading, managing or contributing to a project.”
Advance Magazine

“Developing an effective project team with a good leader has many benefits for an organisation, even after the original objectives have been achieved, according to Vivien Martin’s handbook.”
Learning and Development

“People are often expected to manage projects as part of their day-to-day work but few receive special training to help them to take on this task… Vivien Martin describes the best way to manage people and performance.”
Training and Learning Magazine, Volume 2, Issue 2

 

The Training Design Manual

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No matter how training is delivered, at some stage someone has to sit down and plan what will be done, the order it’s done in and exactly how it’s delivered. This workbook and CD ROM provide a one-stop reference manual for designing and delivering a successful training course.

Written in a practical and user-friendly style, The Training Design Manual provides both theory and practical exercises, and guides the reader through the total design process from start to finish. Activity sections are included requiring readers to complete specific tasks, which build towards a complete course design. There are also many examples of materials and course peripherals, and the author’s blend of text and graphics will appeal to a wide range of learning styles.
The Training Design Manual includes:

  • course planning;
  • visual aids;
  • choosing venues;
  • needs analysis;
  • audio aids;
  • how to pilot the course;
  • learning styles;
  • e-learning;
  • how to go live;
  • team activities;
  • training the trainers;
  • the review process.

Aimed at new trainers and anyone wanting to re-energize existing training courses, this manual presents an opportunity for trainers to try out fresh course designs.

The free CD ROM includes templates,
activities and course materials.