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Learning and Development Publications

Customer Service Training

Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience.
Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.

Turning Trainers into Strategic Business Partners

This issue of TD at Work will instruct on how to make sound decisions about which talent development strategies to pursue--ones that will provide the biggest benefit to your organization--by showing how to uncover stakeholder perspectives, optimize strategic alignment, and monitor your training effectiveness.

Skills, Challenges, and Trends in Instructional Design

Have instructional design skills changed? What other skills are needed to be successful in the profession? The Association for Talent Development has partnered with the International Association for Continuing Education and Training and commissioned Rothwell & Associates to conduct Skills, Challenges, and Trends in Instructional Design.

New Supervisor Training

Prepare and establish new front-line leaders with training that develops essential supervisory skills. Investing in new supervisors increases productivity and organizational profitability, and it results in engaged, high-performing teams. Yet many new supervisors—the very people responsible for planning and organizing work in every organization—are often undertrained in the skills required to be a successful front-line leader.
In New Supervisor Training, training legend Elaine Biech presents innovative two-day, one-day, and half-day training workshops that help supervisors embrace their new roles and develop supervisory skills in five key areas: promoting communication, guiding the work, leading the workforce, coaching employee performance, and developing themselves.

More Lies About Learning

How many more lies can there be? Prepare to be intrigued—and maybe a little outraged.  In this captivating follow-up to Lies About Learning (2006), workplace learning veteran Larry Israelite sets out to debunk today’s pervasive myths about learning in a style that will make you smile. This book shares the candid perspectives of 10 high-level executives from a wide range of industries and offers advice for how to best to deal with new lies about organizational learning.

Training Design & Delivery, 3rd Edition

Develop training content that adheres to today’s demanding standards.   Master trainer Geri McArdle’s refresh of Training Design and Delivery makes accessible the proven principles and tools that countless trainers rely on.

Instructional Design

Instructional Design Now: A New Age of Learning and Beyond, a collaboration of the Association for Talent Development (ATD) and the Institute for Corporate Productivity (i4cp), explores a learning landscape rich in emerging opportunities, populated by professionals eager to create and unleash content that drives employee development and organizational performance. But ATD and i4cp found that instructional designers don’t rate their profession’s overall efforts as highly as they might.

Bonus: L&D in Healthcare

The learning and development (L&D) needs of the healthcare industry are dramatically different from those of other businesses, making for unique challenges for the talent development field. Patients are not customers, for example, and healthcare’s learning audience is extremely segmented. Additional hurdles to designing and delivering training include the changing dynamics of healthcare—for example, new regulations and the increasing number of individuals accessing healthcare services and its payment structure.

Coaching Training

Create made-to-order learning experiences that deliver results with Lisa Haneberg by your side. By emphasizing deep listening and empowering learners to pull coaching conversations forward, you’ll help coaches build experiences that count.

The Four Levels of Evaluation—An Update

Savvy business professionals and enlightened organizations know that training has no value unless what is learned gets applied on the job, and the subsequent on-the-job performance contributes to key organizational outcomes. This issue of TD at Work will help you create an effective training evaluation plan for any program so that you can show the organizational value of your work. At the same time, an effective plan will ensure that your valuable, limited resources are dedicated to the programs that will create the most impact.

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