The problem addressed in this research is call center phone employees are subject to disciplinary action up to and including termination of employment based on their performance when they are all trained using the same training class using the same training method. Call centers have been a revenue generating department for many organizations.…

Describes a strategy-based learner-controlled instruction model. Strategies involve predetermining training results; recognizing the prior experiences of employees; using the real work world in training; evaluating actual performance; providing immediate and continuous feedback to employees; self-paced training; and self-managed training. (CT)

Describes the Martin Marietta Corporation's modular training program that teaches managers to conduct performance appraisals. The article also explains the purposes of performance appraisals, outlines the components of a performance system, reviews the performance appraisal process, and discusses the use of role-playing. (CT)

Historically, training for performance appraisal has focused on the same issues as instrument development--the reduction of psychometric errors in ratings. Efforts were centered around teaching people to use rating scales properly. A review of the literature shows these programs met with mixed success. While a meta-analysis of these data are…

The author discusses learning curves versus performance curves. He examines how performance curves are created, how they are used, how they evaluate performance, and how they can be used as analysis tools for training system performance. Case studies are included. (CT)

Describes competence assessment as a method by which counselors can relate staff development directly to success on the job. Discusses collecting data to identify critical counseling competencies and constructing learning experiences to promote competence. Offers some general principles for staff development. (Author/RC)

Describes the "Z" type training methods used in Japan. This training emphasizes interpersonal relations, long-term development, participative relationships, ability to perform several jobs, and individual patience and tolerance. (CT)

Discussion of the Training and Development Lead Body that defines occupational standards in the United Kingdom focuses on the development of standards for human resource development professionals. Topics addressed include the structure of the standards, applications, the lack of standards for technology-based training, and a forthcoming hypertext…

Describes the design, implementation, and practice of a personnel evaluation method (performance appraisal) at the Cambridgeshire Libraries. Findings reported include staff attitudes and perceptions of the method, and the overall effectiveness of the evaluation scheme. Various theoretical models of appraisal and practical applications in…

The Civil Service Reform Act of 1978 requires each government agency to develop a performance-based employee appraisal system. The purpose of this study was to determine how to train effectively more than 200,000 Air Force civilian employees to use the Job Performance Appraisal System (JPAS) designed by the Air Force. Experimental comparisons were…

This document contains 14 papers on human resources (HR) and human resource management (HRM) in virtual organizations. The following papers are included: "Series Preface" (Rodger Griffeth); "Volume Preface" (Robert L. Heneman, David B. Greenberger); "The Virtual Organization: Definition, Description, and…

This book, which is intended for individuals involved in developing, delivering, and supporting human resource development (HRD) programs, discusses worldwide HRD trends that were identified in a study of the HRD practices in 35 countries. Chapter 1 discusses the importance of the HRD trends identified and explains how they were identified.…

This document presents information, guidelines, and resource materials to help law enforcement administrators address issues related to recruiting and retaining women in law enforcement. Its 14 chapters contain the following sections: statement of the problem; legal issues; possible solutions, model policies, and practices; expert assistance,…

These proceedings begin with the schedule, conference committee membership lists, and detailed agenda of the 1998 conference of the Academy of Human Resource Development, which explored the relationship between learning and performance. Presented next are papers grouped by the conference's 35 symposium topics, which are as follows: university…