McAteer discusses how simulations can provide rich learning environments and explains how to design behavioral simulations. MacDonald describes the use of the listening vignette in workshops on listening skills. (JOW)

Behavior modeling has changed to meet the challenges of the new work environment. The following delivery combinations offer efficiency and effectiveness: classroom based, classroom followed by self-study, self-study followed by classroom, and self-study and on-the-job practice. (JOW)

Individual development planning, intended to improve job performance, involves identifying what needs to be improved; what is the evidence of this; what root skills need development; how behavior changes will be measured; what ideas/principles lead to successful development; and how these elements form a coherent sequence of actions. (SK)

Customized skills assessments can perform a number of functions: help training departments demonstrate their effectiveness; provide a foundation for career development programs; reinforce company values; add feedback from the bottom up for performance evaluation; provide a concentrated focus for customer service improvement; and serve as a…