The Theory and Practice of Training is a practical guide providing a comprehensive outline of the major instructional and training concepts, and their relationship to training in practice.
Published: September 2009, Paperback
The Call Centre Training Handbook provides line managers, trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world.
Published: December 2008, Hardback
Practical book providing clear guidelines on diversity issues and on designing diversity training. Techniques to bring about attiduinal change are included and advice on dealing with workplace racism,…
Published: October 2008, Paperback