Describes the training program for hospital personnel at Baptist Medical Center, Oklahoma City, OK. Emphasizes the importance of improving the communication skills of health care employees. (PD)

Presents a format for designing and running workshops to train personnel employed in positions of high customer contact, focusing on the practice of patron contact skills, i.e., communication with problem patrons. Describes opening exercises, attitude exploration, integration skills and attitudes, stress management, and evaluation. (WAS)

Discusses the use of role plays in training for human communication skills, sales skills, and management skills. Rules for the application of role plays are given, steps in designing role plays are described, typical role play structures are explained, and materials for instructors and participants are discussed. (LRW)

This 13-item annotated bibliography reviews the literature of video for reference staff training and development. It includes professional and in-house productions on three topics: service encounters; instructional presentation skills; and online searching and computer applications. The advantages of video training for each area are discussed. (10…

This manual, the second in a three-volume series on counseling older adults, is intended to help service providers who work with older adults, to learn, practice, and develop communication skills. The format for the units consists of a statement of objectives, followed by an introduction and overview of the contents. Informative text, skill…

Presented in this manual is a one-week training program designed to help women's organizations (campus-based centers and other organizations) address needs related to power and leadership, organizational development, program and budget planning, and negotiation and communication skills. The guide is divided into eleven sections dealing with the…

This training guide is intended to assist Head Start staff in meeting their communication goals and enhancing their relationships with parents. Each of the guide's modules details module outcomes, key concepts, and background information. Module 1 addresses communication in the Head Start community and is designed to help participants focus on…

This manual, the third in a three-volume series on counseling older adults, is designed to accompany and supplement volume II, "Basic Helping Skills for Service Providers," and focuses on training for communication skills. The units and their sections correspond to those in volume II, for easy cross-referencing. The units contain information for…

This paper describes a pioneering attempt to create the role of organizational specialist in a school district. Needs for organizational specialists are cited, the implementation and training of specialists is described, and the strengths and weaknesses of the project are detailed. Suggestions for other school districts are given in a final…

Assessed the viability of a modified microtraining approach to paraprofessional development using programed manuals and models. Therapeutic workers were randomly assigned to a model group, no-model group, and a control group. Covariance analyses indicated that training groups emitted fewer closed inquiries and had a higher interview empathy…

Describes the process by which trainers designed and ran an employee clerical skills programs and prepared modules, such as communication skills and creative thinking/problem solving, to be included in courses where needed. The flexibility of this learner-centered training was more effective than any standard course or package. (MF)