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ASTD Handbook, 2nd Edition

William J. Rothwell, PhD, SPHR, CPLP Fellow, is president of Rothwell & Associates, Inc. (see www.rothwellandassociates.com) and professor of workforce education and development on the University Park campus of the Pennsylvania State University. A practitioner with 20 years of experience as a training director in business and in government before he became a professor, he has authored, co-authored, edited, or co-edited 85 books and 300 articles about training, learning, organization development, learning technology, training competence, and much more. In 2012, he earned ASTD’s prestigious Distinguished Contribution to Workplace Learning and Performance Award, and in 2013, he was honored by ASTD by being named a Certified Professional in Learning and Performance (CPLP) Fellow. Active on the last five ASTD competency studies, he recently co-authored with Justin Arneson and Jennifer Naughton the ASTD Competency Study: The Training and Development Profession Redefined. He has delivered training and consulting in many nations, including 70 trips to China since 1996.

Kevin Oakes is the CEO and founder of the Institute for Corporate Productivity (i4cp), the world’s largest vendor-free network of corporations focused on improving workforce productivity. Prior to founding i4cp, Kevin was the founder of SumTotal Systems, the world’s largest learning management system company, when he merged Click2learn with Docent. Prior to the formation of SumTotal, Kevin was the chairman and CEO of Click2learn. Kevin’s most recent book is The Executive Guide to Integrated Talent Management. He was the 2006 chair of the national ASTD board of directors and is a frequent keynoter and author in the human capital field.

Jennifer Naughton is the senior director of Competencies & Credentialing for ASTD. In this capacity, she is responsible for providing the vision and direction for the ASTD Competency Model research and credentialing initiatives. She is a people system architect with more than 20 years of experience in the human resource and training field. Her passion is applying human resources strategies to address organizational challenges. She has authored numerous articles on the subject. She holds a master’s degree in human resource development from the George Washington University. She is also an SPHR (Senior Professional of Human Resources) as recognized by the HR Certification Institute.

Kimo Kippen, MS, is the chief learning officer at Hilton Worldwide, based in McLean, Virginia. Previously, Kimo was responsible for the Center of Excellence for Learning at Marriott International. Kimo led management engagement for the enterprise and in a previous role was vice president of Human Resources for Renaissance Hotels and Resorts, North America. He holds an MS in career and human resource development from Rochester Institute of Technology, and a BS from the University of Hawaii. Kimo served as the chair of the board of ASTD in 2007. He is an adjunct professor at Catholic University of America for the university’s master’s program in human resources.

Coline T. Son Lee, CISA, PMP, CPLP, is the learning strategist and managing partner of Everest CS, working with Fortune 500 organizations to deliver custom programs that satisfy learner and business needs. Her approach links human performance with strategic goals through competency-based learning, e-learning, and web-based curriculum, video/interactive learning, and informal social programs. Coline holds a bachelor of science in information systems and is certified in project management (PMP), workplace learning and performance (CPLP), and IS auditing (CISA). Since achieving her CPLP, Coline has become a strong advocate for the credential, promoting its value to organizations and individuals, as well as mentoring and supporting candidates through the process.

Jeff Toister, CPLP, PHR, is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden obstacles to outstanding service. His company, Toister Performance Solutions, Inc., helps clients identify these obstacles so they can improve customer service. Jeff holds a Certified Professional in Learning and Performance (CPLP) credential from the ASTD. He is a past president of ASTD’s San Diego Chapter, where he was a recipient of the WillaMae M. Heitman award for distinguished service.

Annabelle Reitman, EdD, with more than 35 years’ experience in career coaching/counseling, specializes in resume development targeting clients’ individualized professional stories and short-term coaching for clients in work transitions and changes. Annabelle’s tagline, “possibilities without assumptions,” summaries her philosophy and approach to working with people. An established writer and author, her latest publications are: “Talent Engagement  Across the Generations,” part of the Infoline series (ASTD Press, 2013), and, with Caitlin Williams, Career Moves: Be Strategic About Your Future, 3rd edition (ASTD Press, 2013). Since 2009, she has been the Career Pathways columnist for the Transition Network’s newsletter.

Harold D. Stolovitch and Erica J. Keeps share a common passion—developing people. They have devoted a combined total of more than 80 years to make workplace learning and performance both enjoyable and effective. Their research and consulting activities have involved them in numerous projects with major corporations as well as government, military, and health organizations. Harold and Erica are the principals of HSA Learning & Performance Solutions LLC, specialists in the application of instructional technology and human performance technology globally. Their publications include 14 books and more than 200 articles and book chapters. They are the authors of Telling Ain’t Training, Beyond Telling Ain’t Training Fieldbook, Training Ain’t Performance, and Beyond Training Ain’t Performance Fieldbook, published by ASTD Press. Together, they are co-editors of the first two editions of the award-winning Handbook of Human Performance Technology: A Comprehensive Guide for Analyzing and Solving Performance Problems in Organizations and Improving Individual and Organizational Performance Worldwide and authors of the toolkit series, Engineering Effective Learning, and Front-End Analysis and Return on Investment, published by Jossey-Bass/Pfeiffer. They have won numerous awards for their contributions to the field of workplace learning and performance.

Jane Hart is an independent adviser, writer, and international speaker on workplace learning trends, technologies, and tools. She is the founder of the Center for Learning and Performance Technologies, one of the most visited learning sites on the web and where, among other things, she runs an annual survey of learning tools, resulting in the popular “Top 100 Tools for Learning” list. Jane is the 2013 recipient of the Colin Corder award for Outstanding Contribution to Learning presented by the Learning and Performance Institute. Her website is www.C4LPT.co.uk.

Roger Kaufman, PhD, CPT, is professor emeritus, Florida State University, and Distinguished Research Professor at the Sonora Institute of Technology (Mexico). He received ASTD’s Distinguished Contribution to Workplace Learning and Performance award. He is a founder, past president, honorary member for life, and Thomas Gilbert Award winner with ISPI. He has published 41 books and more than 285 articles on strategic planning, performance improvement, quality management and continual improvement, needs assessment, management, and evaluation. He consults worldwide with public, private, and NGO organizations. He created the Center for Needs Assessment and Planning at Florida State to conduct applied research and development. The literature often cites him as “the father of needs assessment.” He is a Fellow of the American Psychological Association and of the American Educational Research Association.

Ethan S. Sanders is a senior fellow with ICF International’s Organizational Research, Learning, and Performance Division. He is the former president of Sundial Learning Systems and director of organization development for the U.S. Navy’s Human Performance Center. He was manager of instructional design for ASTD, where he led the research and writing of two major competency studies, redesigned several of ASTD’s courses, and participated in high-profile research studies. Ethan is the co-author of ASTD Models for Learning Technologies, ASTD Models for Workplace Learning and Performance, HPI Essentials, and the ASTD courses on “Human Performance Improvement in the Workplace.” He teaches several of ASTD’s courses. He holds a master’s degree in applied behavior science from Johns Hopkins University.

Jean Barbazette is the founder of the Training Clinic of Seal Beach, CA. The Training Clinic is the leading train-the-trainer company in the United States. Her company conducts performance consulting, training function audits, and needs assessments; designs training programs; develops lesson plans, self-paced learning packages, games, and simulations; and presents seminars on over 30 different topics. Workshops include Training Trainers, eFacilitation, New Employee Orientation, Communications, Management and Supervision, Interpersonal Skills, Sales and Customer Service, and Administrative Assistant Effectiveness. Twenty trainers in the United States, Canada, the Netherlands, Hungary, and Colombia present the workshops. Jean has authored eight books on various train-the-trainer topics and is a frequent presenter at ASTD’s international conferences and Training magazine’s conferences. You can reach Jean at jean@thetrainingclinic.com or visit the website at www.thetrainingclinic.com.

For more than 15 years, Jenn Labin has worked with organizations to improve workforce performance through leadership development and summits, formal and informal training, change efforts, and employee engagement programs. Jenn is the author of Real World Training Design (ASTD Press, 2012). She has also contributed articles to the Pfeiffer Annuals in Consulting and Training, as well as other books and publications. Credentials include an MA in instructional systems design and certifications in DISC-PIAV, Kirkpatrick Four levels, Leadership Program Development, and Presentation Design. Jenn lives near Baltimore, Maryland, with her amazing family and two turtles.

Halelly Azulay is a consultant, facilitator, speaker, and author with more than 20 years of professional experience in workplace learning and communication. She is the author of Employee Development on a Shoestring (ASTD Press, 2012), a book providing managers and supervisors with hands-on tools and techniques for developing employees outside the classroom. Halelly is the president of TalentGrow LLC, a consulting company specializing in leadership, communication skills, team building, facilitation, and emotional intelligence with all organizational levels, including C-level leaders, frontline managers, and individual contributors. A sought-after speaker, Halelly is also a contributing author to numerous books, articles, and blogs. She blogs at www.talentgrow.com/blog.

Sivasailam “Thiagi” Thiagarajan is the resident mad scientist of the Thiagi Group. He makes a living by playing games and facilitating other people to play games—to produce business results. He has been the president of the North American Simulation and Gaming Association (NASAGA) five times and has been elected the president of the International Society for Performance Improvement (ISPI) twice, 25 years apart.

Darryl L. Sink, EdD, is president of Darryl L. Sink and Associates (DSA). DSA has 32 years of experience designing and developing great learning experiences. His firm specializes in learning and performance consulting and custom training design and development. His graduate work was at Indiana University in Bloomington, where he specialized in instructional systems design and educational psychology. He is the author of six comprehensive guides to instructional design and development that are used with DSA’s workshops to provide fundamental instructional design training and processes. These processes have been adopted and are being used by many Fortune 500 companies, public institutions, and nonprofit organizations. He is a contributing author to the International Society of Performance Improvement’s (ISPI) Handbook of Human Performance Technology and to the ASTD Handbook for Workplace Learning Professionals. He is the recipient of ISPI’s Professional Service Award and was three times awarded the Outstanding Instructional Product of the Year Award by ISPI.

Michael W. Allen, PhD, is the chairman and CEO of Allen Interactions and Allen Learning Technologies. He also serves as adjunct associate professor at the University of Minnesota. For more than 40 years, he has led research and development efforts to understand, invent, and implement means of helping individuals achieve their full potential. His custom e-learning studios at Allen Interactions have produced award-winning courseware for many prestigious organizations. His work includes projects funded by the National Institutes of Health, the National Science Foundation, and Control Data Corporation. He contributed to the first Internet-based solution demonstrated to reduce the spread of HIV, to reduction in school gang violence, and to academic success by those failing in traditional education. He has published seven books. He received ASTD’s Distinguished Contribution to Workplace Learning and Performance Award and the Ellis Island Medal of Honor.

Jennifer Hofmann is a synchronous learning expert and the president of InSync Training, LLC, a consulting firm that specializes in the design and delivery of virtual learning. In the field since 1997, she has experience using all the major web-based synchronous delivery platforms. Jennifer is a recognized thought leader in the field of synchronous and blended learning. She is the author of The Synchronous Trainer’s Survival Guide, Live and Online!, Tailored Learning: Designing the Blend That Fits, and How to Design for the Live Online Classroom: Creating Great Interactive and Collaborative Training Using Web Conferencing. Follow Jennifer on Twitter, @insynctraining; on her blog, www.bodylanguageinthebandwidth.com; and on Facebook, www.facebook.com/groups/insynctraining/.

Tracy Tagliati, MS, CPLP, knows how to engage the learner. As training manager at MOVE, Inc., she develops and facilitates customized learning using a rapid instructional design approach. Her specialty is activities-based training in both instructor-led and web-based environments. She has co-authored three books on topics relating to interactive learning techniques and has presented at numerous international conferences. Her mission is helping people improve their performance effectively and enjoyably.

Becky Pluth, MEd, CSP, MPCT, is the president and CEO at the Bob Pike Group. A published author of four training industry books, she has presented around the world and online to groups of 1,600 learners and standing-room-only sessions at ASTD for the past seven years. Becky achieved her CSP (Certified Speaking Professional) designation in 2013, the highest designation in the speaking industry. In 2012, she was named one of Training magazine’s Top 40 Under 40 Trainers and is an active member of ASTD MN, the Instructional Systems Association, and the National Speakers Association.

Karl M. Kapp, EdD, CFPIM, CIRM, is a full professor of instructional technology at Bloomsburg University in Bloomsburg, Pennsylvania. He serves as the assistant director of Bloomsburg’s Institute for Interactive Technologies. Karl has authored or co-authored six books, including the bestselling learning book The Gamification of Learning and Instruction and its accompanying how-to book The Gamification of Learning and Instruction Fieldbook: Theory Into Practice. You can catch up with him at his widely read blog, Kapp aslaNotes, at http://karlkapp.com/kapp-notes/.

Jonathan Halls authored Rapid Video Development for Trainers and has taught media and learning in 20 countries for more than 20 years. Today he divides his time between media training and organizational development work. He consults with corporate clients and is an adjunct professor at George Washington University in Washington, D.C. Jonathan has worked across television, radio, and newspapers and was a learning executive at the BBC, where he ran its prestigious television, radio operations, and new media training department. He has worked as a talk show host, journalist, and media executive. Jonathan has a bachelor’s degree and a master’s degree in adult education.

Chuck Hodell, PhD, is the author of SMEs From the Ground Up. He is also the author of the bestselling book ISD From the Ground Up, and he writes for T+D magazine, several Infolines, and other publications for ASTD. He is presently Associate Director of the Graduate Program in ISD at the University of Maryland, Baltimore County (UMBC). He holds a BA from Antioch University and an MA and a PhD from UMBC.

Ben Betts, PhD, is an entrepreneur, technologist, and social learning geek. He is CEO of HT2, where he specializes in the use of game-based and social learning approaches for corporate learning. Clients include Accenture, BP, Barclays, Pearson Education, Duke CE, Oxford University, and others. Ben recently completed his doctorate at University of Warwick, researching new methods of workplace e-learning with a particular focus on the role of curation. He speaks around the world at conferences and teaches on various academic programmes in the United Kingdom and United States.

From the courtroom to the boardroom, Linda Byars Swindling, JD, CSP, is an authority in high-stakes communications, negotiating workplace drama, and influencing decision makers. Her specialty is negotiation strategies that drive high performance. Linda first addressed employment and workplace communication issues as an attorney and a mediator. After co-authoring The Consultant’s Legal Guide with Elaine Biech, Linda left her legal practice to focus full-time on Journey On, her Dallas-based professional development company. In addition to training and consulting, Linda delivers keynote speeches on her recent book: Stop Complainers and Energy Drainers: How to Negotiate Work Drama to Get More Done.  For more information, visit www.JourneyOn.com or www.StopComplainers.com.

Mark V.B. Partridge is an internationally recognized expert in intellectual property law with more than 30 years of experience representing major corporations, business owners, and creative professionals. A Harvard Law School graduate, he is the managing partner at Partridge IP Law, a boutique law firm with a global practice helping businesses defend brands, content, and ideas. The author of many articles and four books on intellectual property law, he has been recognized as one of the 250 top IP strategists in the world. For more information, visit www.PartridgeIPLaw.com.

Bob Pike, CSP, CPAE, CPLP Fellow, has long been described as the “trainer’s trainer.” More than 150,000 trainers on five continents have attended his Creative Training Techniques (CTT) Train the Trainer (TTT) program. With more than 300,000 copies sold, his CTT Handbook is the bestselling TTT book ever published. He is the author or co-author of more than 30 books in the field. He has been named an Instructional Systems Association Thought Leader, and Training Industry Inc. named him one of the 20 most influential people globally in the human resource development field. Bob keynotes at dozens of conferences worldwide each year and has been one of the five top presenters in both attendance and evaluations at the ASTD International Conference & Exposition for more than 25 years.

For more than 30 years, Ruth Clark, PhD, has helped workforce learning practitioners apply evidence-based guidelines to the design and development of classroom and e-learning instruction. Ruth has written seven books that translate important research programs into practical training guidance, including e-Learning and the Science of Instruction with Dr. Richard E. Mayer and Scenario-Based e-Learning. Her book, Evidence-Based Training Methods, is the main resource for this chapter. A science undergraduate, Ruth completed her doctorate in instructional psychology/educational technology in 1988 at the University of Southern California. She is a past president of the International Society of Performance Improvement and was honored with the 2006 Thomas F. Gilbert Distinguished Professional Achievement Award.

Cindy Huggett, CPLP, has more than 20 years of experience as a consultant, speaker, instructional designer, facilitator, and author who specializes in workplace training and development. She is the author of The Virtual Training Guidebook and Virtual Training Basics and the co-author of two ASTD Press Infolines. She holds a master’s degree in public and international affairs from the University of Pittsburgh, and a bachelor’s degree from James Madison University. Cindy is a past member of the ASTD National Board of Directors and was one of the first to earn the Certified Professional in Learning and Performance (CPLP) designation.

Michael Wilkinson is the managing director of Leadership Strategies, Inc. – The Facilitation Company, the largest provider of professional facilitators and facilitation training in the United States. He is a national leader in the facilitation industry. Michael is the author of five books, including The Secrets of Facilitation and CLICK: The Virtual Meetings Book. He is a board member of the International Institute for Facilitation and was named Facilitator of the Year in 2003. He is the founder of the FindaFacilitator database. Michael has provided training to hundreds of organizations across a variety of industries and in more than 15 foreign countries.

Robert (Bob) W. Lucas, BS, MA, CPLP, an internationally known author and learning and performance expert, has four decades of experience in workplace performance-based training and consulting. He has trained thousands of participants in trainer development, customer service, communication, and management programs in organizations and at international conferences. Bob applies experiential and brain-based learning elements to help ensure that participants are actively engaged and to help them take ownership for their own learning. Bob has written and contributed to 32 books and compilations and is listed in Who’s Who in the World and Who’s Who in America. He writes three blogs, including one on creative brain-based learning strategies at www.thecreativetrainer.com. He can be reached at www.robertwlucas.com.

Kris Zilliox, BS, MA, is a learning and development manager at ConAgra Foods, Inc. with a passion for food . . . from the farm to the fork. As a member of the ConAgra Foods Enterprise Learning team, she works to activate and enable the ConAgra Foods business strategy through the development of people. Additionally, she serves as the vice president of educating for American Agri-Women, a nonprofit coalition of farm, ranch, and agribusiness women with more than 50 state, commodity, and agribusiness affiliate organizations throughout the country. She resides in Omaha, Nebraska, with her husband Tim.

Michael W. Allen, PhD, is the chairman and CEO of Allen Interactions and Allen Learning Technologies. He also serves as adjunct associate professor at the University of Minnesota. For more than 40 years, he has led research and development efforts to understand, invent, and implement means of helping individuals achieve their full potential. His custom e-learning studios at Allen Interactions have produced award-winning courseware for many prestigious organizations. His work ranges from projects funded by the National Institutes of Health, the National Science Foundation, and Control Data Corporation.  He contributed to the first Internet-based solution demonstrated to reduce the spread of HIV, to reduction in school gang violence, and to academic success by those failing in traditional education. He has published seven books. He received ASTD’s Distinguished Contribution to Workplace Learning and Performance Award and the Ellis Island Medal of Honor.

Julie Dirksen, MS, is an author, speaker, and instructional designer with more than 20 years’ experience creating interactive e-learning experiences for wide variety of clients. She wrote the book Design for How People Learn and has been an adjunct faculty member at the Minneapolis College of Art and Design. She’s also a big learning geek. You can find her at www.usablelearning.com.

Clark Quinn, PhD, has been helping organizations develop strategic learning technology solutions for more than three decades. Clark combines a deep background in the learning sciences with broad experience in technology applications, which he applies to the corporate, government, education, and not-for-profit sectors. An internationally known consultant, speaker, and author, he’s the author of Engaging Learning: Designing e-Learning Simulation Games, Designing mLearning: Tapping Into the Mobile Revolution for Organizational Performance, The Mobile Academy: mLearning for Higher Education, and a forthcoming title on learning and development strategy. Clark can be found at www.quinnovation.com, and he blogs at www.learnlets.com.

Will Thalheimer, PhD, is president of Work-Learning Research, Inc. He is a learning expert, researcher, instructional designer, business strategist, speaker, and writer. He was the project manager for the first commercially viable computer-based leadership simulation. He has trained managers to be leaders at numerous Fortune 500 companies. In 1998, he founded Work-Learning Research to bridge the gap between research and practice, to compile research on learning, and to disseminate research findings to help work-learning professionals build more effective learning and performance interventions and environments. Will holds an MBA from Drexel University and a PhD in educational psychology, human learning, and cognition from Columbia University. He can be found at www.worklearning.com and www.willatworklearning.com.

Darlene Christopher has designed and delivered virtual training programs for global audiences for 10 years and has authored numerous articles and a book, The Successful Virtual Classroom, on the subject. She is a knowledge and learning officer for the World Bank in Washington, D.C., where she directs regional learning programs for staff and provides technical leadership on distance learning programs for international government institutions. Previously, Darlene held technology development and management positions at Disney Internet Group, 3Com, and Nextel. Darlene has an MA in international management from the Monterey Institute of International Studies and a BA in Spanish from the University of California, Davis. Darlene blogs at www.darlenechristopher.com and can be followed on Twitter @darlenec.

Dan Pontefract is author of Flat Army: Creating a Connected and Engaged Organization (2013, Wiley) and is also head of TELUS Transformation Office, an organizational culturechange consulting firm. Much of this chapter is adapted from his book. Previously, he led the leadership development, learning, and collaboration technology strategy at TELUS, where he introduced the TELUS Leadership Philosophy, an open and collaborative-based leadership framework for all 40,000+ TELUS employees, in addition to a litany of social tools and the pervasive learning model. Engagement improved from 53 percent to 83 percent in five years. A renowned speaker and practicing futurist, Dan believes that today’s organizations could be so much more if only they thought about employee engagement first.

Jay Cross, a change agent and author whose philosophies of informal learning and network have altered the world of organizational learning, believes his calling is to help people improve their performance on the job and satisfaction in life. Cross is a graduate of Princeton University (BA, sociology) and Harvard Business School (MBA) but says experience is a better teacher. Cross designed the first business degree program for the University of Phoenix. An early champion of taking learning online, he was the first to use the term e-learning on the web and served as the first CEO of eLearning Forum. He and four colleagues founded the Internet Time Alliance to help organizations work smarter. Their Working Smarter Fieldbook posits that knowledge work and learning are indistinguishable. He lives in the hills of Berkeley, California, with his wife Uta and their longhaired dachshund.

Clark Quinn, PhD, has been helping organizations develop strategic learning technology solutions for more than three decades. Clark combines a deep background in the learning sciences with broad experience in technology applications, supported with practical experience in management, which he applies to the corporate, government, education, and not-for-profit sectors. He has previously worked as an academic and in learning technology organizations. An internationally known consultant, speaker, and author, he’s written three books with another on the way, along with numerous chapters and articles, and has been invited to keynote around the world. Clark can be found at http://quinnovation.com, and he blogs at http://blog.learnlets.com.

Jane Bozarth, MA, PhD, has been a training practitioner for more than 20 years and holds both master’s and doctorate degrees in training and development. She is the author of eLearning Solutions on a Shoestring, Better Than Bullet Points, and From Analysis to Evaluation: Social Media for Trainers, and the forthcoming Show Your Work (co-published by ASTD Press). She additionally designed The Challenge Continues workshop package and articles in ASTD’s T+D. She is the recipient of a LOLA award, a Training magazine Editor’s Pick Award, NASPE’s Rooney Award for innovation in government service, and an NC State University Distinguished Alumni Award. Jane lives in Durham, NC, and can be contacted via her website www.bozarthzone.com and via Twitter @JaneBozarth.

Patti Shank, PhD, CPT, is the president of Learning Peaks LLC, an internationally recognized instructional design consulting firm that provides learning and performance consulting and training and performance support solutions. She is the research director of the eLearning Guild, is listed in Who’s Who in Instructional Technology, and is an often requested speaker at training and instructional technology conferences. Patti is quoted frequently in training publications and is the co-author of Making Sense of Online Learning (Pfeiffer, 2004), editor of The Online Learning Idea Book (Pfeiffer, 2007, 2011), co-editor of The E-Learning Handbook (Pfeiffer, 2008), and co-author of Essential Articulate Studio ’09 (Jones & Bartlett, 2009).

Robert O. Brinkerhoff, PhD, is an internationally recognized expert in evaluation and training effectiveness and winner of the ASTD 2007 Exceptional Contribution to Workplace Learning and Performance award and the 2008 Neon Elephant award for creative contributions to workplace learning. Brinkerhoff is creator of the Success Case Method for evaluation of training, author of numerous books on evaluation and training, global consultant, keynote speaker, and presenter at hundreds of conferences and institutes worldwide. In addition to 30 years as university professor, he has been an officer in the U.S. Navy during the Vietnam era, carpenter, charter boat mate in the West Indies, grocery salesman in Puerto Rico, and factory laborer in Birmingham, England.

Jim Kirkpatrick, PhD, is the senior consultant for Kirkpatrick Partners. He is a thought leader in training evaluation and the creator of the New World Kirkpatrick Model. Jim trains and consults for corporate, government, military, and humanitarian organizations around the world. He is passionate about assisting learning professionals in redefining themselves as strategic business partners to remain a viable force in the workplace. Jim has co-authored three books with his father, Dr. Don Kirkpatrick, the creator of the Kirkpatrick Model. Jim can be reached at Jim.kirkpatrick@kirkpatrickpartners.com.

Wendy Kayser Kirkpatrick is the president of Kirkpatrick Partners. She is a certified instructional designer. Wendy draws on two decades of experience in training, retailing, and marketing to make her programs relevant and impactful with measurable results. Wendy can be reached at Wendy.kirkpatrick@kirkpatrickpartners.com.

Jack J. Phillips, PhD, is a world-renowned expert on accountability, measurement, and evaluation. Phillips provides consulting services for Fortune 500 companies and major global organizations. The author or editor of more than 50 books, he conducts workshops and presents at conferences throughout the world. His expertise in measurement and evaluation is based on more than 27 years of corporate experience in the aerospace, textile, metals, construction materials, and banking industries. Dr. Phillips has served as training and development manager at two Fortune 500 firms, as senior human resource officer at two firms, as president of a regional bank, and as management professor at a major state university. He is chairman of the ROI Institute, Inc., and you can reach him at jack@roiinstitute.net.

Patti Phillips, PhD, is president and CEO of the ROI Institute, Inc. A renowned expert in measurement and evaluation, she helps organizations implement the ROI Methodology in over 50 countries. She serves as Distinguished Principal Research Fellow for the Conference Board, as faculty on the UN System Staff College in Turin, Italy, and as Professor of Practice at the University of Southern Mississippi. She, along with her husband Jack Phillips, contributes to a variety of journals and has authored a number of books on the subject of accountability and ROI. In 2012, they celebrated their 40th title with ASTD. You can reach Patti at patti@roiinstitute.net.

Calhoun Wick is the founder of the Fort Hill Company; co-author of Six Disciplines of Breakthrough Learning; inventor of ResultsEngine®, which is the first web-based learning transfer support system; and a passionate advocate for participants to put learning to work in ways that improve performance.

Katherine Granger, executive vice president of Fort Hill Company, has spent the last decade supporting successful learning transfer projects with a diverse global client base. Her thought leadership has contributed to significant improvements in how clients prepare and support their participants to apply their learning, as well as in the core functionality of ResultsEngine. With more than 25 years in the learning and development industry, she brings an experienced and pragmatic focus to her external client work and internal leadership of the Fort Hill Client Solutions team.

Paul H. Elliott, PhD, is president of Exemplary Performance LLC, based in Annapolis, Maryland. Dr. Elliott’s expertise is in the analysis of human performance, the design of interventions that optimize human performance in support of business goals, and strategies for transitioning from training to performance models. Dr. Elliott assists organizations in performance analysis, instructional design, product and process launch support, design of advanced training systems, and design and implementation of integrated performance interventions. Co-author of Exemplary Performance: Driving Business Results by Benchmarking Your Star Performers (Jossey-Bass), Dr. Elliott offers business leaders, human resources professionals, and organization development practitioners the tools and processes to identify star performers, capture the high-performance attributes of these employees, and disseminate this valuable information throughout the organization.

Karie Willyerd, PhD, is the co-author of The 2020 Workplace. She is also the vice president of Learning and Social Adoption at SuccessFactors, an SAP company, and the former CEO of Jambok, a social learning platform acquired by SuccessFactors. In 2009, while she was working as the chief learning officer of Sun Microsystems, her team won the ASTD BEST #1 designation. She holds a doctorate in management from Case Western Reserve University and a master’s in instructional and performance technology from Boise State. Contact her at karie.willyerd@sap.com.

Jenny Dearborn, MBA, MEd, is chief learning officer and vice president of the awardwinning Cloud Talent Success team for SAP’s Cloud businesses (SuccessFactors, Ariba, and SAP Cloud). She has spent 20 years in corporate learning and development at tech companies such as Hewlett-Packard and Sun Microsystems. She is currently a member of the Board of Directors at ASTD. She holds degrees from the University of California, Berkeley; San Jose State University; and Stanford University. She can be reached at jenny.dearborn@sap.com.

Sanchita Sur, MBA, is the founder of Emplay, an award-winning business analytics company. Prior to Emplay, she worked at KPMG, Cable and Wireless, iGATE, and BTS in management consulting and sales management roles. A data scientist by profession and a salesperson at heart, she is passionate about developing advanced decision support systems for the sales community. She holds an engineering degree from Nagpur University and an MBA from NITIE in Mumbai. She can be reached at sanchita.sur@emplay.net.

Alec Levenson, PhD, is senior research scientist at the Center for Effective Organizations at the University of Southern California. His action research with companies uses organization design, job design, human capital analytics, and strategic talent management to optimize organization performance and HR systems. Dr. Levenson’s approach combines the best elements of scientific research and practical, actionable knowledge that companies can use to improve performance. He uses economics, strategy, organization behavior, and industrial-organizational psychology to tackle talent and organizational challenges that defy easy solutions. He has trained HR professionals from a broad range of Fortune 500 and Global 500 companies in human capital analytics.

Beverly Kaye, PhD, founder of Career Systems International, was named the 2010 recipient of the Distinguished Contribution to Workplace Learning and Performance Award by ASTD. Bev is recognized for her groundbreaking body of work and the significant impact she has had on learning and performance in the workplace. She is the author of Up Is Not the Only Way; co-author with Sharon Jordan-Evans of Love ’Em or Lose ’Em: Getting Good People to Stay, the Wall Street Journal bestselling book; and co-author of Help Them Grow or Watch Them Go. Career Systems International works with the Fortune 500 to invent, create, and design systems and strategies in development, engagement, and retention.

Karen Lawson, PhD, CSP, founder and president of Lawson Consulting Group, is an international consultant, executive coach, speaker, and author of 13 books on the subjects of training, coaching, communications, and influencing. She holds a doctorate in adult and organizational development from Temple University and has presented at many national professional conferences in the United States, Europe, and Asia. She is currently an adjunct professor at Arcadia University, where she teaches Leadership for Effective Organizations in the international MBA program. She is one of only 400 people worldwide to have earned the designation of Certified Speaking Professional awarded by the National Speakers Association. She has received numerous awards for her contribution to the training and speaking professions and was also named one of Pennsylvania’s Best 50 Women in Business, as well as one of the Philadelphia Business Journal’s Women of Distinction.

Beverly Scott served as a consultant to organizations for more than 35 years. She served for 15 years as the director of organization and management development for McKesson Corporation in San Francisco. She is the co-author of the second edition of Consulting on the Inside: An Internal Consultant’s Guide to Living and Working Inside Organizations. She has served on the faculty of Organization Psychology at John F. Kennedy University, and as chair of the OD Network Board of Trustees. Bev is currently focused on a new adventure of writing fiction, basing the story on uncovered family secrets in the lives of her grandparents.

B. Kim Barnes, CEO of Barnes & Conti Associates, Inc., has more than 30 years of experience in leadership and OD, working globally with organizations in many industries. A frequent speaker at professional conferences, Kim has published many articles and is the developer or co-developer of popular Barnes & Conti programs including Exercising Influence, Managing Innovation, and Consulting on the Inside. Her books include Exercising Influence: A Guide to Making Things Happen at Work, at Home, and In Your Community; Consulting on the Inside: An Internal Consultant’s Guide to Living and Working Inside Organizations, 2nd edition, with Beverly Scott; and Self-Navigation: A Compass for Guiding Your Life and Career with Aviad Goz. She also writes mystery novels with an internal consultant as the protagonist.

Geoff Bellman and Kathleen Ryan researched and wrote Extraordinary Groups: How Ordinary Teams Achieve Amazing Results. The book led to further research and a team assessment tool, The Extraordinary Teams Inventory. Their fieldwork for the book and the inventory inform this chapter. Kathleen has practiced organization development since 1984. Identified as “an organizational consultant with an instinct for translating complex human behavior into practical concepts,” her work focuses on executive coaching and culture change. Geoff has worked with large organizations for more than 40 years—14 as an internal consultant and manager and the rest as an external consultant. They are founding members of the Community Consulting Partnership (www.ccpseattle.org), an all-volunteer organization that gives consulting to Seattle’s not-for-profit community. For articles and exercises related to this chapter, go to www.extraordinarygroups.com. You can reach both authors through that site.

Dianna Booher’s research in the field of business communication serves as the foundation for her 46 books, published in 26 languages, many providing communication skills training. Her latest titles include Creating Personal Presence: Look, Talk, Think, and Act Like a Leader and Communicate with Confidence! Founder of Booher Consultants, Dianna has received the highest awards in the speaking industry, including induction into the Speaker Hall of Fame®. Good Morning America, USA Today, Wall Street Journal, Forbes, NPR, Bloomberg, Investor’s Business Daily, Washington Post, New York Times, Fox, CNN, and Entrepreneur have interviewed Dianna for opinions on workplace communication. Read her blog at www.Booher.com/BooherBanter.

Chip R. Bell is a customer loyalty consultant and the author of several national bestselling books, including Managers as Mentors (with Marshall Goldsmith), The 9½ Principles of Innovative Service, Take Their Breath Away (with John Patterson), and Managing Knock Your Socks Off Service (with Ron Zemke). He was formerly director of management development and training for NCNB (now Bank of America) and served as a guerilla tactics instructor on the faculty of the U.S. Army Infantry School. A frequent contributor to T+D magazine, he authored a chapter for the previous edition of the ASTD Handbook. He is a past president of the Charlotte Area ASTD chapter.

Wendy Axelrod, PhD, is an expert in manager-driven, performance-centered people development. During 30 years as a corporate executive, consultant, and executive coach, she has helped organizations drive substantial development of people in practical, yet often unexplored ways. She has worked with thousands of managers and leaders through both workshops and leadership coaching. She is co-author of Make Talent Your Business and numerous articles and speaks regularly to professional and corporate audiences. She is also passionate about her work as an executive coach and as a volunteer mentor. Her website can be found at www.TalentSavvyManager.com.

Marc Rosenberg, PhD, is a management consultant in training, organizational learning, e-learning, knowledge management, and performance improvement. He has written two books, E-Learning and Beyond E-Learning. His monthly column, Marc My Words, appears in the eLearning Guild’s Learning Solutions online magazine. Marc is past president and honorary life member of the International Society for Performance Improvement and an eLearning Guild “Guild Master,” has spoken at The White House, debated e-learning’s future at Oxford University, keynoted conferences around the world, authored more than 50 articles and book chapters, and is frequently quoted in major trade publications. He is the subject matter expert and lead facilitator of ASTD’s Knowledge Management certificate program. Learn more at www.marcrosenberg.com.

William C. Byham, PhD is chairman and CEO of Development Dimensions International, Inc. (DDI).

John Coné consults, teaches, and writes on issues of organizational learning, with emphasis on strategy and operations. He works with CLOs and others to create great learning functions and learning organizations. He was one of the founders of Motorola University, vice president of HR and CLO for Sequent Computer Systems, and was creator and VP of Dell Learning. He also served briefly as interim president and CEO of ASTD. John served as chair of the board of ASTD, on the board of ASTD’s e-learning certification institute, the Editorial Board of Strategic HR Review, and the board of SumTotal Systems.

Kevin Cope is the founder and CEO of Acumen Learning, the leader in business acumen training (business savvy/business intelligence) and ISA’s 2012 Training Company of the Year. Kevin is a keynote speaker and the author of Seeing the Big Picture, a number one Wall Street Journal and New York Times bestseller. Kevin’s clients include some of the most respected and profitable companies in the world, including 17 of the Fortune 50; he’s been recognized as a top-rated speaker at national conventions including SHRM and ASTD; he’s been a guest on NPR and Business Insanity Talk Radio; and has been featured in Chief Executive Magazine and Industry Week. Kevin’s ideas and message will resonate with anyone who runs or works for a business. You can reach Kevin at info@acumenlearning.com or visit the website at www.acumenlearning.com.

Tacy M. Byham, PhD, DDI’s senior vice president of Leadership Solutions, brings her expertise in assessment centers, 360s, development planning, and customized leadership solutions to maximize growth for individuals across the leadership pipeline. Tacy is an energetic, thought-provoking presenter for industry conferences and events, such as the ASTD International Conference, Conference Board, SIOP, and the annual International Congress on Assessment Center Methods. Also a published author, Tacy wrote a chapter, titled Leadership Development Strategy, in The ASTD Leadership Handbook (ASTD, 2010) and received the national ASTD Dissertation Award (2006). Tacy holds a PhD and an MS in industrial/organizational psychology (University of Akron).

Lou Russell is the CEO/Queen of RMA, an executive consultant, speaker, and author whose passion is to grow companies by growing their people. Through speaking, training, and writing, Lou draws on 30 years of helping organizations achieve their full potential. She inspires improvement in leadership, project management, and individual learning. Lou’s upbeat style and humorous stories with on-the-ground experience provide you enthusiasm and tools to improve the bottom line. You will be moving, laughing, participating, inspired, and challenged. Most important to Lou, you will learn.

Rita Bailey served for 25 years at Southwest Airlines in several leadership positions prior to starting her own consulting practice and co-authoring Destination Profit: Creating People-Profit Opportunities in Your Organization. She travels worldwide, speaking, presenting, and coaching leaders on the value of creating people-centered cultures. She has served on advisory boards in multiple industries and was 2005 National ASTD board chair. As founder of Up To Something Partners, Rita designs, develops, and facilitates custom transformational leadership and entrepreneur programs. She is also co-founder of ExpoSkill, an online content portal for professional development.

Ken Blanchard, one of the most influential leadership experts in the world, is the coauthor of the iconic bestseller, The One Minute Manager, and 60 other books whose combined sales total more than 21 million copies. Ken is also cofounder and chief spiritual officer of The Ken Blanchard Companies, a global management training and consulting firm headquartered in San Diego, California. The College of Business at Grand Canyon University bears his name.

Patricia A. McLagan’s life focus is on understanding and facilitating change—individual, organizational, and societal. She has worked with all levels in government and business in the United States and globally, including in South Africa during the transformational time of the 1980s and 1990s. She authored many articles and books, including On the Level, Performance Communication That Works, The Age of Participation: New Governance forthe Workplace and the World, Change Is Everybody’s Business, and The Shadow Side of Power: Lessons for Leaders. She has served in leadership roles for ASTD, the United Way (Minneapolis Cabinet), and the Desmond Tutu Peace Foundation.

Marcus Buckingham’s groundbreaking ideas about how to turn strengths into performance have changed the business world. Beginning with First, Break All the Rules, his books have sold more than four million copies, and he has been profiled in the Wall Street Journal, the New York Times, Fortune, and Fast Company. His leadership development firm, The Marcus Buckingham Company (www.TMBC.com), works with organizations worldwide, including Facebook, Kohl’s, Hilton, Accenture, and The Gap, to achieve a straightforward but impactful mission: Instill at scale the very few practices shared by the world’s best leaders. TMBC’s strengths-based performance platform, StandOut, launched in 2011, reinvents performance management by providing team leaders with a light-touch, in-the-work tool to accelerate and evaluate employee performance.

Nick Petrie is a senior faculty member at the Center for Creative Leadership’s (CCL) Colorado Springs campus, where he facilitates customized programs for senior-level executives and writes extensively about future trends in leadership development. His current focus is working with CEOs and their teams to transform organizational cultures. A New Zealander with significant international experience, Nick has worked and lived in Asia, Europe, and the Middle East. Industries in which he has worked include government, law, accounting, engineering, construction, and telecommunications. He holds a master’s degree from Harvard University in learning and teaching and undergraduate degrees from New Zealand’s Otago University.

Jean Brittain Leslie is a senior fellow and director of applied research at CCL’s Greensboro campus. In this role, she manages a global research team that designs and delivers a variety of research services and products. Jean has published more than 70 pieces on leadership, derailment, 360-degree feedback, political skill, and cross-cultural issues in the form of peer-reviewed articles, popular press articles, book chapters, and books. Jean has also presented more than 50 papers at professional conferences. She received a BA in sociology from Elon University and an MA in sociology from the University of North Carolina at Greensboro.

Scott Blanchard is principal and executive vice president of The Ken Blanchard Companies, the company co-founded by his father, bestselling business author Ken Blanchard. An accomplished author in his own right (co-author of Leverage Your Best, Ditch the Rest and Leading at a Higher Level), Scott represents the next generation of pioneering thought leadership on management issues. Scott’s personal philosophy is based on what he sees as a fundamental shift that is occurring in the discipline of leadership—the movement away from a limited focus on individual goal attainment toward getting things done with, and through, others.

Elliott Masie is the CEO of The MASIE Center and Chair of The Learning CONSORTIUM. Elliott has provided leadership, research, and convening for the learning field for more than 40 years. He is credited with helping to introduce the term and approaches for e-learning in the mid-1990s and provides a dynamic vendor-neutral approach to the changing learning field. His CONSORTIUM includes 230 global companies. He is the author of more than 12 books, including the recent title, Big Learning Data. Elliott believes in an evidence and lab approach to learning innovation. He is the host of the annual Learning Conference. Contact him via www.masie.com.

A. William (Bill) Wiggenhorn is a principal of Main Captiva, LLC. Bill is responsible for custom-designed executive development strategy, systems, and programs, as well as talent management strategies and systems. He is an acknowledged expert in the fields of training and development, executive and leadership development, e-learning, marketing, and business strategy, working with clients in 60 countries. He was a senior learning and development executive at Xerox and chief learning officer at Motorola and Cigna. Perhaps best known for establishing Motorola University (MU) as the benchmark corporate university, Bill expanded MU’s international reach to encompass 101 education offices in 24 countries. He developed two corporate museums, several corporate customer briefing centers, the archives of the corporation, a university, a secondary-education relationship team, and an externally focused consulting team for key Motorola customers and suppliers.

Renie McClay, MA, CPLP, has been a performance improvement professional for more than 20 years. Founder of Inspired Learning, LLC, she brings her passion and practical approach to her work. She has authored books on training global audiences, creating engaging training, building high-performing sales teams, and team building. She facilitates workshops in North America, Europe, Africa, Latin America, Asia, the Middle East, and Australia—in person and virtually. She is a certified online instructor. Renie is adjunct professor for Roosevelt University and Concordia University, and facilitates for the American Management Association. She is an honoree for the International Business Awards, the Stevie Awards for Women, and past president of the Professional Society for Sales and Marketing Training.

Alexandra Levit is a consultant who builds better relationships between organizations and top talent. A former nationally syndicated columnist for the Wall Street Journal and a current writer for the New York Times, Alexandra has authored six books, including the bestselling They Don’t Teach Corporate in College. She has designed and implemented Millennial leadership development and multigenerational employee engagement programs on behalf of the Obama administration and more than 20 Fortune 500 companies. A Money Magazine and Forbes career and workplace expert of the year, Alexandra has appeared in more than 1,000 media outlets to discuss issues facing modern organizations and their employees.

Susan Goldsworthy is CEO of Goldswolf & Associates, specializing in leadership development, executive coaching, and change communications. A former Olympic finalist with more than 20 years’ management experience in large multinationals, Susan works with executives, global companies, and a number of the world’s leading business schools. Susan is co-author of Choosing Change (2013, with Walter McFarland), co-author of the award winning Care to Dare (2012), and a contributing author to New Eyes (2013). She holds an MSc, Coaching & Consulting for Change from HEC/Oxford University, and an Executive Masters in the Neuroscience of Leadership from the NLI.

Walter McFarland is founder of Windmill Human Performance and the 2013 board chair of ASTD. He was previously a senior vice president at Booz Allen Hamilton, leading the global business in HR, learning, and change. Walter teaches in the Summer Leadership Institute of Columbia University, the NeuroLeadership Institute, and at HEC Management School, Paris. He recently served on President Obama’s 2013 Rank Award Council. Walter writes and speaks frequently on the topics of organizational change, leadership, and learning and is co-author (with Susan Goldsworthy) of Choosing Change (2013, McGraw-Hill).

David Powell, PhD, is senior faculty and a founding member of the Innovation Lab at the Center for Creative Leadership. The goal of the Innovation Lab is to “find, create, and validate groundbreaking leadership development innovations for new products, services, and business models to advance CCL’s business and mission worldwide.” David is part of a team responsible for crafting future scenarios that guide CCL’s strategies and product/ service development investments and creating a culture of innovation at CCL. David also manages a variety of technology-driven projects to validate innovative concepts. He creates prototypes, simulations, and other experiential demonstrations that guide CCL’s thinking and decision making.

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