This manual provides step-by-step directions for developing an inservice staff training program in a rehabilitation facility. The manual is organized in five chapters. Following an introduction that defines inservice training, the first chapter discusses inservice problem identification procedures (conduct a needs assessment and determine present performance and existing deficiencies), while the second chapter presents 10 steps for developing an inservice training program (commit the facility to staff training; select training objectives; write performance objectives; select course prerequisites; select and sequence course content; construct competency tests; select an instructional method; determine instructor requirements; select and prepare training aids; and determine equipment requirements). The third and fourth chapters provide information on evaluating the inservice training program and responding to changing inservice needs. The final chapter presents three models of training programs: the Stanton conferencing instructional package for group instruction; the Rottier "turnover notebook" style of instructional packages for individual learning; and the Rehabilitation Associate Training for Employed Staff (RATES) modules for individual or group learning. Appendixes contain needs assessment formats, a DACUM chart format for developing curriculum objectives, a chart of instructional strategies, a resource list, and inservice training forms and curriculum. (KC)

A practical "how-to" workbook that outlines a plan for the design and implementation of staff in-service training programs for human service agencies and facilities. Crimando and Riggar have made every effort to guarantee the usefulness of this text to practitioners, instructors, and students. This is a working book designed to assist trainers as they acquire the knowledge and skills needed to provide thorough, systematic in-service training that will enhance human service endeavors. The authors have organized the nineteen chapters into four parts that treat significant steps in the training-program design process. These include analyzing problems that require training solutions; developing a proposal; writing a plan of action for training; and evaluating a program. Each of the chapters combines text, examples, exercises, and supplementary readings to foster a full appreciation of the process involved. Even those topics frequently overlooked or disregarded are included: budgeting program time and financial resources, obtaining administrative commitment, and transferring and maintaining skills in the work setting.

Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.

This report reviews recent research on strategies that have been found to promote useful and effective inservice training programs in desegregated schools. The first section presents approaches for planning and implementing inservice training for desegregation. The second section describes inservice desegregation training programs that focus on: (1) instructional methods; (2) curriculum; (3) self awareness, empathy, and interpersonal relations; (4) discipline techniques and classroom management strategies; and (5) parent involvement in school affairs. The third section discusses the need to train administrators for school desegregation. It is suggested that the most successful inservice training programs are those that have been planned and implemented by educators themselves; address specific needs of teachers and administrators in single school settings (including student achievement, improving interpersonal relations, discipline and classroom management techniques, and curriculum innovation); involve participants in program development and implementation; and focus on developing practical skills and responses for the classroom. Models of the components of inservice training programs and the relationship between training areas and outcomes are given. (Author/MJL)