The traditional sales approach is "How can I get the customer to do what I want?" An alternative and more functional approach is, "How can I get myself to do what the customer wants?" (Author/MW)

An explanation of British Coverdale training", by two of the industrial psychologist's consultants, outlines the basic theories behind his techniques and gives details on his courses. Individual development through teamwork and the systematic approach is the essential point. (PD)

Stating that the trainer's ultimate goal is to help trainees make beneficial behavior changes on the job, the author presents models for trainers to use in teaching communication-skill formulas. She discusses three areas necessary for the successful application of communication skills: knowledge, practice, and valuing. (MF)

The interview with L. W. Lehr, President of the U.S. Operation of the 3M Company, presents a management view of the company's training and development activities. The activities are based on behavior modification programs and organizational development approaches. (EC)

Explains how to design training programs in which the trainer and the work group collaborate on designing a program that produces agreed-upon behavioral changes in employee performance. The modified critical incident technique is a diagnostic tool which provides information concerning the cost effectiveness of education and training programs. (CT)

A systematic ten-step approach to behavioral sales training is offered: (1) sales-behavior training goals, (2) cognitive maps, (3) sizing-up of skills, (4) selling techniques, (5) realistic practice, (6) feedback, (7) individual business goals, (8) plan of action, (9) review of results, and (10) research results. (MW)

Describes a process known as behavior modeling, used by more than 300 companies to train managers and supervisors by showing videotapes of company managers effectively motivating others in a variety of situations. Participants rehearse the modeling behavior and apply the skills to the job. Includes an actual model script. (MF)

In the first of a three-part series, the authors examine the origin of the organizational development movement, instrumented team learning seminars for managers, their experimental programs for industry at various locations, the development of the "managerial grid," management by objectives, behavior modification, and other approaches to…