Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1)…

Examines a series of managerial briefings of staff in nine stores of a major electronics retail chain. Shows that managers were neither trained nor appraised on their briefings skills, prepared themselves indifferently, and made little use of techniques known to affect attentiveness and recall. Finds that the daily communication session appeared…

A study examined the effectiveness of a team building model that was designed and used in the training of graduate teaching assistants (GTAs) in the Fall of 1994 in a speech communication department at a large midwestern university. The department employed 12 GTAs to teach 28 sections of the basic speech communication course. A team building…

A survey of University of California central administrators sought views on five key aspects of performance appraisal: (1) communication and feedback; (2) work objectives; (3) job duties; (4) communication with supervisors; and (5) effectiveness of communication, training, and rewards. (Author/MSE)

The theory of object relations is applied to the group dynamics of the Open University's course development and instruction teams and to several other situations, including the relationship between the Open University and the BBC, staff support in summer schools, manpower planning, and staff development. (MSE)

New ways of thinking about leadership require that leaders move their big desks and establish environments that encourage trust and open communication. Educational leaders must trust their colleagues to make wise choices. When teachers are treated democratically as leaders, classrooms will also become democratic learning organizations. (SM)

A professional development model is proposed that is based on learning outcomes derived from Bloom's Taxonomy of Intellectual Inquiry. Professional development is depicted as a sequence of learning components: (1) broadened knowledge and comprehension; (2) improved application of that knowledge; and (3) an analysis, synthesis, and evaluation of…

This paper presents a case study of a collaboration between the St. Louis (Missouri) Public Schools and Maryville University (Missouri) to develop an early childhood magnet center and professional development school (PDS), the Wilkinson Early Childhood Magnet School. This school serves a diverse population of children from age 3 through second…

Written for college entry-level travel agent training courses, this course outline can also be used for inservice training programs offered by travel agencies. The outline provides information on the work of a travel agent and gives clear statements on what learners must be able to do by the end of their training. Material is divided into eight…