Industrial and Commercial Training: Volume 29 Issue 3

Negotiation ‐ mystic art or identifiable process? Part 1

W. David Rees, Christine Porter

The range and importance of issues on which managers have to negotiate is increasing. This is the first of two articles based on the experience of running negotiating workshops…

Interpersonal skills training for quality service interactions

Thomas N. Garavan

Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly…

Academic leaders: made or born?

Jennifer Rowley

Leadership is essential in all organizations and educational institutions are no exception, but the concept of academic leadership is unique in higher education and, arguably, is…

Innovation in all things! Developing creativity in the workplace

Dave Sharman, Almeric Johnson

States the need for all managers into the next millennium to innovate and respond in new ways. Sets out a way in which managers can act differently in order to create a creative…

Proving the effectiveness of training

Keith Bedingham

Discusses the importance of proving the effectiveness of training. Effectiveness is the primary motive for training. Describes ways to evaluate training’s effectiveness, behaviour…