by Tom W. Goad (1997)
Successful organizations depend on training to keep them viable...but in today's belt-tightening economy, managers are often asked to become expert training facilitators overnight. Faced with the challenges of diversity, a multi-generational workforce, and the many options made possible by technology and e-learning, even first-time trainers must be ready with the most up-to-the-minute techniques. Thoroughly revised, The First-Time Trainer is a concise, information-packed guide that will quickly transform readers into confident, effective trainers. Filled with real-world examples and dozens of field-tested tools, the book shows readers how to: Select media and delivery methods Prepare and give effective presentations Communicate with learners and get them involved Ask the right kind of questions Cope with behavior problems Give and receive feedback Put objectives to the test And more Training is still the best way to make certain employees perform at their best. This user-friendly guide gets first-time facilitators training like pros in no time.
Sarah Wakefield
Discussing best practices for designing and facilitating software training, this Infoline offers great tips for motivating your learners, increasing interactivity during training, and creating high quality documentation that learners will use back on the job. --
Benjamin Schneider, David E. Bowen
Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization.
David M. Noer
From the founder of "layoff survivor sickness" an updated edition of a book for today's downsized workforce Thoroughly revised and updated, David Noer's classic book about downsized organizations has never been more relevant. Reports of the most recent layoffs are making the front pages of our newspapers with frightening regularity. And massive downsizing continues to reshape the face of American business. But what about those who remain behind? Healing the Wounds provides an antidote to the widespread malaise on the American business scene left in the wake of workforce reductions. Drawing on case studies and original research, David M. Noer-an expert frequently quoted in major media such as The Wall Street Journal and Fortune on the topic of layoffs and layoff survivor sickness-provides executives, human resource professionals, managers, and consultants with an original model and clear guidelines for revitalizing downsized organizations and the employees left behind. Offers thoroughly revised edition of a book about layoffs and those who are left behind Filled with relevant case studies and recent research Written by David Noer an acclaimed expert on the topic Gives employers much-needed guidance for revitalizing downsized companies
Dale L. Brubaker and Misti Williams
This book provides step-by-step, concrete advice for aspiring school administrators as they strive to achieve principal certification. Each chapter's snapshots illustrate key challenges that face principal candidates. The last third of the book includes exercises that help candidates and mentors, as well as colleagues, move through the program. Written in an easy-to-read manner, the book invites continued conversation. --Publisher description.