Acknowledgments.

Introduction.

Chapter 1: What Is a Training Function?

The Purpose of a Training Function.

Centralized and Decentralized Training Functions.

Chapter 2: What Is a Competency?

Competency Defined.

How Competencies Are Built from Knowledge and Skill.

How Competencies Are Measured.

Suggested Uses for Competency Checklists.

Steps to Set Up a Competency Measurement Process.

Chapter 3: Trainer or Instructor Competencies.

Competencies Required of Trainers or Instructors.

Competency Checklists for the Trainer or Instructor.

How to Use the Competency Checklists.

Trainer or Instructor Development Plan.

Chapter 4: Facilitator or Coach Competencies.

Competencies Required of Facilitators or Coaches.

Competency Checklists for the Facilitator or Coach.

How to Use the Competency Checklists.

Facilitator or Coach Development Plan.

Chapter 5: Course Designer Competencies.

Competencies Required of a Course Designer.

Competency Checklists for Course Designers.

How to Use the Competency Checklists.

Course Designer Development Plan.

Chapter 6: Training Manager Competencies.

Competencies Required of a Training Manager.

Competency Checklists for the Training Manager.

How to Use the Competency Checklists.

Training Manager Development Plan.

Chapter 7: Training Coordinator Competencies.

Competencies Required of a Training Coordinator.

Competency Checklists for Training Coordinators.

How to Use the Competency Checklists.

Training Coordinator Development Plan.

Chapter 8: Being a Department of One.

Sorting Priorities.

Competency Checklist for a Department of One.

Making a Training Plan.

Presenting a Training Plan.

Chapter 9: How to Develop Internal Certification Programs.

Developing a Certification Program in Your Organization.

Choosing Between Internal or External Certifying Authority.

Defining Certificates and Certification.

Using Developed Competencies to Plan a Certificate or Certification Program.

Demonstrating Competence and Understanding Versus Performing.

Introducing Training Competencies in the Organization.

Measuring Competencies: Self, Peer, and Supervisory Assessments.

Setting Up Feedback and Development Processes.

Gaining Agreement on a Certification Program.

Using Certification Programs: Cautions.

Resources.

Sample Competency Checklists and Development Plans.

Glossary.

Bibliography.

Index.

About the Author.

How to Use the CD-ROM.

Pfeiffer Publications Guide.