TrainingZONE Insider #74 - Forming, Storming, Norming and Performing

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TrainingZONE Insider - Issue 74
Wednesday 8 June 2005
http://www.trainingzone.co.uk/community/anyanswers
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********** THIS WEEK'S TOPICS ***** THIS WEEK'S TOPICS ******
1 Tip of the Week: Customer Service Call Monitoring
2 Trainer's Diary: Forming, Storming, Norming and Performing
3 Review: Secrets of the People Whisperer
4 How to Set up a New Training Function
5 Resources: The Learning Bank
********** THIS WEEK'S TOPICS ***** THIS WEEK'S TOPICS ******

Editor's note
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Continuing our team development theme this month, Byron Kalies'
Trainer's Diary explains how Bruce Tuckmann's Forming, Storming,
Norming and Performing theory works in practice.
http://www.trainingzone.co.uk/item/141901

There's also fantastic advice on how to set up a new training
function, stress management and don't miss this week's Trainer's
Tip from Andrew Laycock on how to monitor customer service calls
for staff development.

Best regards

Claire Savage
Editor, TrainingZONE
mailto:[email protected]

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Trainer's Tip: Customer Service Call Monitoring
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"Use it in a developmental way not as an assessment - agents
have targets and objectives that measure performance." Read
Andrew Laycock's advice on how to devise a call monitoring
system for staff development.
http://www.trainingzone.co.uk/item/141920

Any Answers Answered
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Where Do I Start?
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Excellent advice on how to set up a training function from
scratch.
http://www.trainingzone.co.uk/item/141752

Buddy Programme
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Tips on how to set up a buddy programme that gets results.
http://www.trainingzone.co.uk/item/141720

Stress Management Training
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Members' thoughts on sources of stress, how to deal with it and
how to convince managers in a high-stress environment it's an
issue that needs addressing.
http://www.trainingzone.co.uk/item/141827

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New questions posted on Any Answers include:
============================================
Judith Dudley would like some advice on the qualifications
needed to be an NVQ assessor.
http://www.trainingzone.co.uk/item/141882

Derek Purdon has to deliver a session for sales managers on
selling through third parties and needs your advice.
http://www.trainingzone.co.uk/item/141837

Lisa Birch is looking for a problem solving activity to use on a
group.
http://www.trainingzone.co.uk/item/141715

Got the answer or want to pose a question of your own? Go to:
http://www.trainingzone.co.uk/anyanswers

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Community News
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Resources: The Learning Bank
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50 original activities designed for use within training sessions
and workshops. Author David Smith, has spent the last 12 years
designing and delivering training programmes for blue chip
companies and not- for-profit organisations in the UK and
Europe.
http://www.trainingzone.co.uk/doc/3008

Browse all documents in the TrainingZONE Library:
http://www.trainingzone.co.uk/ppv

Trainer's Diary: Forming, Storming, Norming and Performing
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Byron Kalies explores Bruce Tuckmann's four-stage team
performance model.
http://www.trainingzone.co.uk/item/141901

Review: The People Whisperer
--------------------------------
Some very innovative suggestions at dealing with familiar
problems and I'll probably read it again and make the author
very happy by actually trying to do some of the "things to do".
http://www.trainingzone.co.uk/item/140675

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Jobs and Opportunities
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For all the latest opportunities on TrainingZONE go to:
http://www.trainingzone.co.uk/cgi-site/tzjobs.cgi
To view or post a tender go to:
http://www.trainingzone.co.uk/cgi-site/tzcontracts.cgi

New Members
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This week TrainingZONE welcomes new members from organisations
including: Transport for London, NHS, Deloitte, Home Office,
Alfred McAlpine, Help the Aged, Virgin Atlantic, Kent County
Council, Peugeot, Wolverhampton City Council, Co-operative
Group, Ealing Council, Rural Stress Information Network, and
Medical Research Council.

Events
======
Advertise your event here contact Phil Jones on 0117 9158634 or
email [email protected]

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http://www.trainingzone.co.uk ISSN 1474-2225
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