Back Issues - July 2004

• Work-based learning: still the Cinderella
  Work-based learning has much in its favour, so, asks Peter Honey, when will it get the respect it deserves?
• Collaborative decision making
  ‘Team’ and ‘collaboration’ may sound fairly synonymous, so why might the decision-making process sometimes fail? Howard Hills outlines the best approach and looks at six actions of leadership behaviour that enable truly collaborative decisions to be made.
• Spotlight on Ian Nicol
  Mike Levy talks to Ian Nicol, head of Learning and Development Operations, Transport for London.
• EU expansion and the training professional
  Robin EJ Chater helps to inform professional trainers working in multinational enterprises how they can deal with the problems and opportunities arising from the expansion of the European Union.
• International opinion
  Pat Costine recounts his recent visit to Lithuania, one of the newest members of the EU.
• Adding value with work-based learning questions
  Richard Hale and Charles Margerison explain the work-based learning questions approach, outline its advantages and provide case study examples of success.
• Focus on Sales & Customer Service: Work and life the Happy way
  Mike Levy talks to Henry Stewart, founder and chief executive of Happy, the award-winning training organisation.
• Focus on Sales and Customer Service: Coaching for sales people: improving the interaction between sales managers and sales people
  Most of us will have some understanding of the sales environment and its culture. But is there a way to soften those often hard edges? Peter Matthews outlines an approach for coaching sales people that will improve organisational relationships and can impact on results.
• Focus on Sales and Customer Service: Writing it right: tips for helping people to handle written complaints
  Using general guidelines that can be fitted into most organisations’ systems, Andrew Parkinson helps trainers to show customer service (and other) staff ways to sharpen up their act when dealing with written queries.
• Good course, bad course
  It takes more than good content to make a good e-learning course. Like nouvelle cuisine, it’s all in the presentation, says Alan Bellinger.
• The e-learning catalyst
  David Wilson takes a look at learning in general and e-learning’s role within it.
• Netcheck
  You’re at the other end of the country working for a client and need to find some crucial client location information, download your e-mail and find some suitable accommodation for the night. Where do you start? Garry Platt offers a host of helpful websites to assist trainers on the road.
• One more time - how do we manage performance?
  Andrew Mayo takes a hard look at performance problems and suggests some approaches for tackling them.