Chapter 1 Approaches to performance improvement -- Why have training and development departments anyway? -- Performance technology working the system -- Energizing performance at consumers power -- Performance engineering: more than a metaphor, less than -- ISD: technology for everyone -- The system approach: a nice theory, but.. -- Training for organization results -- Caution: training is not a cure-all -- How long does it take? -- The science of winning -- An {uml}expert system{uml}for trainers -- Chapter 2: Analysis -- Performance is the purpose -- Front-end analysis -- Analyzing organizational performance -- A fine mesh at ibm -- Measuring potential for performance improvement -- Wasted behavior: a confession -- How to conduct a real performance auditSoft skills, hard numbers -- When trainers should talk themselves out of a job -- Assessing your needs assessment -- How to use normal group technique to asses training needs -- Needs analysis: concept in search of content -- Flow-process charts: how they help determine employee training needs -- Determining the training needs of your supervisors- when they´re -- Questions & answers about determining your training needs -- Before objectives: solution statemenets -- Figuring out what people need to learn -- How to conduct a sales performance audit -- The ´count and chart´ approach to task analysisi -- The critical incident method of analysis -- Competency analysis: looking at attitudes and interests as well as technical job skills -- Chapter 3: Design -- How to desing the ideal training course -- The whens, whys and hows of behavioral objectives -- Writing objectives with style -- Verifyning your training objectives

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