This book describes and advocates "smart training," an approach to on-the-job training that helps employees gain competence and empowers them to act to satisfy customers. The book is organized in 16 chapters grouped into 4 parts. Part 1 outlines the basics of smart training, including its performance base, the need for initial analysis,…

Portfolios are increasingly being used to demonstrate competence and to show development needs among employees in organizations. This book explains what a portfolio is and how it links with the current training revolution taking place through the introduction of National Vocational Qualifications (NVQs) in Great Britain. It shows how portfolios…

The 31 papers in this book ar grouped into 5 sections, of which the first consists of an introductory essay by A. Ciofalo, "What Every Professor and Worksite Supervisor Should Know about Internships." Section 2, on learning from experience, contains "Perspectives on Learning in Internships" (D. T. Moore); "Integrating the Traditions of…

This guide is built on librarianship training literature and customer service research from a variety of professions. It tells library managers how to identify and describe service ideals, to translate these ideals into realistic goals, and to lead new and experienced staff in fulfilling these service ideals. They are encouraged to focus the…

This manual is designed to help managers help their staffs achieve results. It is concerned with managing the changes that are necessary and with creating conditions for new thoughts and actions to emerge. The emphasis is on promoting a climate in which staff develop new knowledge, skills, and approaches so that challenges can be faced with…