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)

Summarizes a national survey of the hospice community. Results indicated that the hospice community is attempting to meet the mental health training needs of its paid staff members and volunteers. However, more than half expressed a need for further training and a more systematic and comprehensive curriculum. (Author)

Describes competence assessment as a method by which counselors can relate staff development directly to success on the job. Discusses collecting data to identify critical counseling competencies and constructing learning experiences to promote competence. Offers some general principles for staff development. (Author/RC)

Data were collected from a total of 110 WIN (Work Incentive Programs) Employability Development Teams to obtain information regarding the staffing composition of WIN teams, the extent to which distribution of job effort among team members emphasizes duty area specialization by job position title, the style of functioning in making client-oriented…