The field of spatial econometrics has come to include the methods and models that deal with estimation and testing problems encountered when attempting to implement regional economic models. Those problems are often characterized by the difficulties associated with assessing the importance of spatial dependence and spatial heterogeneity. This book includes contributions on spatial proximity, spatial patterning and in particular the spatial association (dependence) contained in local map patterns.

Develop standard-setting customer service!
Based on the best-selling book Fabled Service by Betsy Sanders!
This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).
You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.
Creategreat service that gets customers talking!

A captain must be able not only to fly the aircraft, but also to manage it, manage the crew, and above all, manage his or her resources. In a number of air carriers there may be less than adequate additional training conducted, when upgrading pilots to the very responsible position of captain. However, three things that do not change are the authority, challenges, and responsibilities of being captain. They are as constant today as they will be in the years ahead. Aircraft Command Techniques is a comprehensive examination of the characteristics of the experienced captain. Each chapter begins with an appropriate and relevant anecdote that is analogous to the chapter's main theme. It then progresses to the chapter's main objective and finishes with a scenario that the reader is asked to solve from a captain's perspective using a number of considerations that are offered and should be evaluated when solving the problem. The intent is to help the pilot practise thinking as a captain. Offering a wealth of practical guidance, this book is an ideal platform for pilots or indeed anyone interested in how leadership and management skills are used to achieve excellence. The reader will gain important command skills and will learn how to apply these skills to routine and unexpected situations, in the same way as an experienced captain. The intended readership includes those worldwide in aviation universities and flight schools, in major airlines, in regional and cargo airlines, pilots upgrading to captain and those interested in leadership skill development.

Public relations experts and crisis management personnel have done an excellent job over the years of drawing attention to the grand scope of risks associated with crisis. Particularly in the present challenging economic conditions, organizations have become aware of the costs of crises and are willing to put forth effort and resources in crisis prevention. In this book, the editors and contributors offer significant insight into the critical considerations of crisis preparation as well as the importance of anticipation and pre-crisis planning. Pre-crisis planning has been a part of crisis management ever since scholars and practitioners began researching it. This book presents some of the most detailed and thorough insights published to date and serves as an example of where future research can go.

Custom training materials made easy!
You will flawlessly design your own distinctive training materials with this practical, easy-reading handbook. Petit invites you into her remarkable book with encouraging words: You'll find that being extraordinary rather than ordinary is easier than you think! and If you make mistakes, consider them ordinary events on the road to extraordinary results. She's right. We guarantee that your results with this book will exceed any of your expectations.
Motivate your trainees with training materials that:
* Capture attention
* Highlight the important information
* Relate ideas logically...and much more!
You get checklists, you get exercises, you get models, games, samples, and references. Petit teaches the value of economical designs--Fill the learner, not the page, she writes--and simple words--Collect plain words and spAnd them wisely.
With irresistable verve, Petit introduces you to the 3 Ps of successful training materials:
* Preparation: Making sure the cover beckons; fostering a positive learning environment; offering incentives to learn; and guiding with clear instructions
* Presentation: Using appearance to aid comprehension; using friAndly, energetic, understandable words; arranging content for optimal learning; and using words creatively to reinforce, emphasize, enliven learning
Whether you're a novice or a seasoned professional, you'll appreciate the practical approach of this smart and charming reference. Grab your pen or pencil, open your mind, and GO!

As policy makers increasingly focus on workplace learning as a way of improving organizational performance, the debate about the learning organization has grown. Counterbalancing the often over-optimistic assumptions made about the future of work and learning, this book argues that without a contextualized analysis of the field, our understanding of the learning environment is limited. It reconsiders the true role and nature of workplace learning in context.

Grounded in original research, the book features case studies which illuminate how the workplace environment can provide both barriers to and opportunities for learning. It explores learning in different organizational contexts and different countries, sectors, types of public and private sector organization, and by different occupational groups. This multi-disciplinary approach provides a coherent perspective of the institutional, organizational and pedagogical contexts of workplace learning, and as a result, policy-makers, trainers, trade unionists and educators alike will welcome this groundbreaking text, as it gives the intellectual tools required to understand how learning in the workplace can be improved.

Action learning is a continued process of learning and reflection with the support of a group of colleagues, working on real issues. The action learning method is increasingly used to bring innovation to many different fields of work. The principles of action learning can achieve improvement and transformation in a wide range of applications and disciplines, including professional training and educational contexts. This book is a comprehensive guide to action learning which maintains an accessible, practical focus throughout. It is packed with useful resources, including case studies and ideas for workshop sessions. Key topics covered include: * action learning in professional and educational settings * setting up, facilitating and evaluating an action learning programme * the roles and skills required to practice successfully * use of action learning in relation to the individual, the group and the organization * the role of reflection; and action learning theory. Newcomers to the area of action learning will find this an essential introduction which can be put to use straight away, while more experienced practitioners seeking a deeper understanding will value the thorough analysis of action learning theory.

An essential guide to HR practices and policies Human Resources is a constantly evolving field, with policies, regulations, applicable laws, and even company policies changing every day. Staying current with the latest in the field can quickly become a full-time job, pulling information from multiple, often difficult-to-parse sources. The 1993 Annual: Developing Human Resources does the work for you, compiling the year's most important information into a single, easily-referenced volume. An essential update on the field's most recent changes and new practices, this book deserves a place on the shelf of every Human Resources manager.

This book invites readers to explore how fourteen different experts in their respective fields create deeper meaning in their profession and work with students through thinking, in multiple ways, about the self who teaches, the self who learns, and the ways in which these selves interact within the academy. Essays in this book explore the "inside" of academia through three themes: Pursuing Authenticity, Creating Creative Community, and Humanizing Education. Contributors reflect on their own lived experiences in the academy and on pedagogies that they have created for their students. Embodied education, the theoretical framework of this book, draws on ideas of educators Parker Palmer from the West and Dr. Chinmay Pandya from the East, emerging through contributors' collaborative work. In embodied education, teachers and learners share experiences that lead to self-understanding and together find ways to humanize spaces in academia.

Games constitute a wonderful tool for engaging learners and reinforcing learning.This is a practical and entertaining introduction to using games and structured learning activities in training. It is the first book to combine gaming rationale, hands-on advice and sample games. Susan El-Shamy begins with an overview of the benefits of using games, touches on the learning psychology foundations of game playing, describes the most common types of games, and provides guidelines for choosing games appropriate for given objectives.She offers seasoned advice on how to set up and conduct games and on how to assess their effectiveness. She concludes with suggestions on how to adapt existing games and activities to new purposes and, beyond that, on how the reader can create and design his or her own games.The book includes a resource list of commercially available games and related Web sites.Susan El-Shamy admirably succeeds in demonstrating how games promote serious learning in adult training. If you are new to games, this book will allay your concerns about using them. If you are a veteran user of games, here are new ideas, including an introduction to e-games. All readers will appreciate the Ultimate Training Games Assessment form for evaluating games and as a guide to creating their own.

Combining an accessible presentation of the underlying theory of transfer of learning which explains how to put theory into practice, this is a text which is relevant to 'teaching for transfer' in any professional or vocational context. The first part of the book looks at:
*what transfer of learning means
*how it operates
*the implications for teaching
*issues such as assessment, competence, outcomes.
In the second part contributors present case studies from social work which show how specific teaching methods can be successfully used to make the maximum use of the student's previous experience. These include:
*personal construct psychology
*enquiry and action learning
*intentional observation
*critical incident analysis
*reflective diaries
*process recording
*information technology.
Information on each teaching method is presented in enough detail to allow the educator to go away and use it.

The relationship between research and policy has recently become turbulent and contentious. Into this charged atmosphere, five of the projects form the ESRC's Learning Society Programme present the implications of their findings for policy, and constitute a powerful critique of current policy on lifelong learning in this collection. For the first time, findings are presented from a major new survey, commissioned by the Programme, which examined the skills of a representative sample of British workers and found, for example, an 'alarmingly high' mismatch between the demand and supply of qualifications. Other chapters heal with the fragmentation of provision for adult guidance, the financial and psychological casts of lifelong learning for learners with children, and the failure of the market principle in education to create a national culture of learning. The report also contains many practical recommendations. The new Labour government is committed to introducing evidence-based policy and practice, and so the present roles of researchers, policy makers and practitioners will be subjected to intensifying pressure to change in the next few years. These issues are debated in the first two chapters and concerns are expressed about how easy it will be in future to speak truth to power. The report is essential reading for all politicians, policy makers, employers, trade unionists and educationalists keen to create a culture of lifelong learning within the UK.

Do you face the challenge of running really effective meetings, facilitated sessions or workshops as part of your role? Would you like to feel more confident when working with challenging groups or senior participants? Do you want to deliver lasting results collaboratively, in virtual, hybrid and in-person environments? Making Workshops Work takes you from an initial idea or brief, through step-by-step preparation, to an engaging, well-run and effective session, resulting in agreed actions and clear follow up. You'll feel confident, creative and competent as you deliver great results. Everyone will be committed to their actions and afterwards, whether you meet virtually, in-person or mix the two. Penny Pullan is a pioneer of virtual working and one of the world's leading experts on running effective workshops. Her expertise and candid stories will inspire at every stage, to ensure that you are fully prepared to make the best use of your own and your participants' valuable time. Discover: A practical step-by-step guide to get the most out of group sessions quickly whether virtual or in-person Memorable case studies, stories and examples to highlight what really works and what doesn't Downloadable tools, templates and checklists to reduce your preparation time and enhance your effectiveness Reflective questions and exercises to help you develop your own approach, building on what works for you and adapting what doesn't, so that each workshop is better than the last Dr Penny Pullan is the author of several books including 'Virtual Leadership: Practical Strategies for Getting the Best out of Virtual Work and Virtual Teams'(Kogan Page, 2016). She works with people in multinational organizations who are grappling with tricky projects: uncertain, with ambiguous requirements, stakeholders who need to be engaged and virtual teams dispersed around the world. When they work with Penny, clients notice that communication, collaboration, clarity, commitment, connection and confidence grow, and change doesn't seem quite as tricky as before!

Document your efforts in terms management will understand

Are your employee training efforts really paying off? In this hands-on guide, two top human resources consultants present a results-oriented, twelve-step approach that directly links training to specific organizational goals. Here is all the information and guidance you need to create a work environment that reinforces new skills and maximizes training results. You'll also learn to document the effect your efforts have on the bottom line, track subtle but important changes in employee values and beliefs, and demonstrate increased sales and productivity. It's THE definitive handbook for tracking and cost justification of training and development efforts.

As teaching methods and their effectiveness continue to fall under increased scrutiny, this book provides an ideal source of new instructional ideas, strategies and methodologies. An invaluable source for teachers and trainers.... This book is particularly enriching and stimulating. Written by authorities on teaching, each article is thought-provoking and some exude sheer brilliance in terms of the issues they put forward and the treatment of these issues. Explicit notes, references, recommended readings and in some cases, suggested films and movies at the end of each article allwo one to delve deeper into specific issues if required. A must for all faculty members of managment institutes and their libraries, and for scholars.... This book is also recommended for school teachers. --Management and Labour Studies "Essential reading for all those involved in the challenging and critical process of encouraging more effective learning." --Long Range Planning For nearly 20 years (and counting!) the Journal of Management Education has clearly been the most authoritative, up-to-date forum for the improvement of management and organization studies education in both classroom and corporate settings. The Journal's practical, informative tone makes it an ideal resource for discovering new teaching exercises, ideas, and strategies. Charles Vance has collected the best of the Journal of Management Education in this new anthology, Mastering Management Education. Collecting the all-time gems--Vance has organized the original articles into integrated chapters: lecture and discussion methods, case-study teaching, group-learning skills, managing learner diversity, and much more. There's also an annotated guide to many other key articles from the Journal's rich history. As teaching methods and their effectiveness continue to fall under increased scrutiny, particularly in business schools, Mastering Management Education serves as a comprehensive, valuable survival guide for professionals, researchers, and students in organization and management studies, small groups, and business.

Vocational Education in the Nordic Countries: The Historical Evolution is the first of two books that disseminate new and systematic knowledge on the strengths and weaknesses of the different models of vocational education and training (VET) in four Nordic countries. Vocational education in Europe has resisted standardisation to a higher degree than other fields of education, and during the last decade, there has been a growth in international, comparative VET research. While the Nordic countries provide an ideal case for comparative education studies, the literature in English on the Nordic VET systems is at present very limited. This first book provides thorough examinations of VET in Sweden, Denmark, Norway and Finland over 150 years. Each section examines the historical evolution of VET at upper secondary level in one of the four Nordic countries. Contributors also analyse how each country have tried to reform their respective VET systems, and compare the paths which each nation has taken. The book explores what can be learned from the diversity of the VET-systems in the Nordic countries, which otherwise have many similarities and share a common heritage in education policy. This volume will help strengthen the knowledge base required for transnational policy learning, and for developing vocational education internationally for the future. It will be of interest to researchers, academics and postgraduate students involved in the study of vocational education, educational studies and educational policy, education planners and teachers educators.

This book addressed teachers' necessity to be able to respond to the new needs and demands caused by an ever-evolving educational system, as recognized in the national and international policy and research literature. The book proposes an analysis of the features that shape the journey of the teacher profession and professionalism, a journey which needs to be collaborative, agentive and dialogical: * Collaborative in changing the personal and professional teacher development from an individual and solitude process toward a joint discovery with mutual enrichment and shared directionality; * Agentive in the ability to activate internal and external resources for an individual, productive and communicative transformation; * Dialogical in the ability to enrich the personal narrative with the voices of others and opening spaces for dialogue and listening. The seven chapters are structured in a way that gives flow and pace to the unfolding story of the developing teacher identity and is informed by a whole range of research and literature. This book serves as a reference point for teacher-students, in-service teachers and teacher educators who are interested in their professional development and looking for new perspectives. It also offers some helpful insights for administrators who need to make ICT decisions on course development in teacher education.

This first report in the ESRC Learning Society series examines the key processes of learning, as embedded in particular workplaces, in organisational structures and in specific social practices. Why is learning suddenly so important? How can the quality of learning at work be improved? Instead of extolling the 'joys' of learning, the authors explore the conflicts and barriers which organisations run into (or create for themselves), even when they are trying to promote greater learning among staff. Its strong comparative dimension is illustrated in the discussion of, for example, the construction industry in Wales which is compared with its counterpart in Germany. The importance of this edited collection is that it will help to transform fashionable phrases such as 'the learning organisation' or 'lifelong learning' into practical ideas and methods which could enhance the quality of learning in British firms. Learning at work is important reading for managers in Industry and Commerce, for TECs/LECs, Trade Unions and Chambers of Commerce, for policy makers in the Department for Education and Employment, for politicians, voluntary organisations and academics specialising in the interactions between employment, training and education, and for all those practitioners in firms, Colleges of Further Education and training providers who are promoting lifelong learning.

This work uncovers the real history of modern youth, providing an explanation of its predicament that goes beyond the mainstream accounts as perpetrated by the sociology of youth. Tracing the development of training of young workers from 1814 the book reveals, for the first time, the creation by post-war legislation of the modern category of 'youth'. The book concludes that with the prevailing conditions of employment there is no longer any future for youth as 'youth'. The recent history of 'youth' is an attempt to recompose a sustainable existence for itself and society.

Lois Zachary and Lory Fischler created these five toolkits on crucial aspects of mentoring as quick references that mentors and mentees can use to refresh their understanding, prepare for mentoring sessions, grasp key concepts of the process, and improve their overall experiences and strengthen their mentoring relationships. These compact, bound card sets will fit into your purse, briefcase, or pocket for quick review on the go.

Toolkit #3 is organized around the four phases of successful mentoring: Getting ready, establishing agreements, enabling, and coming to closure, which build on one another to form a developmental sequence. This pocket toolkit provides answers to many frequently asked questions about how to make the most of a mentoring relationship and offers tips to keep it on track.

The five toolkits include:

#1: Strategies and Checklists for Mentors

#2: Feedback and Facilitation for Mentors

#3: Strategies for Mentees

#4: Accountability Strategies and Checklists

#5: Mentoring Across Generations

Informal learning has become an extremely important issue as post-industrial workplaces seek to harness its productive potential. Managers and Human Resource Development practitioners have attempted to deploy informal learning in the design of corporate cultures. However most discussions of the subject have tended to be uncritical expositions which do not challenge the underlying economic, philosophical and organisational rationale. Unmasking Workplace Learning critically examines definitions of informal learning, focusing on its application in a variety of workplace contexts. The book features:
* theories of informal learning
* the unmasking of contemporary corporate rhetoric
* the implications for accounts of workplace learning of poststructuralist and postmodern perspectives
* case studies based on interviews with practising managers and HRM practitioners
* detailed glossary of key concepts and issues.

This book analyzes the ways that workers are ?educated,? via a variety of institutions, to fit into the contemporary labor-unfriendly economic system. As he examines the history and purposes of vocational education, Kincheloe illustrates the manner in which this education shapes the politics of the era. How Do We Tell the Workers? is important reading for policy makers, labor leaders, and educators.

This updated text takes account of the changes that have occurred through technological advances, and has sections to cover ICT in the classroom. It is suitable for both new and experienced teachers in primary, further and higher education.

This text reviews the strategies adopted in a range of behaviourist approaches to the setting and realization of standards - identifying the background from which they emerged and ways they might be further developed. Examples are included throughout the book, and are taken from such areas as management training, language development and industry lead bodies.