Presents a competency framework developed by London Borough of Croydon for the council′s employees, in an attempt to develop management skills and improve service quality. Describes the implementation of the framework and the positive use of appraisal as a development activity leading to training programmes and the creation of a learning environment. Concludes that training and development cannot be seen as separate from the process of change. Suggests that such training should, in fact, be given before implementing change so that employees are more able to cope.
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