ABSTRACT
Communication-skills training comes in many forms. In some instances training may be as quick and informal as shadowing a more experienced worker for a couple of shifts. In other cases, highly structured and intensive sessions may extend over days or weeks. The focus of this chapter is on the characteristics of more (and less) effective skills-training programs. Six elements of exemplary training programs are identified: Assessment, Orientation, Instruction, Practice, Feedback, and Evaluation. For each of these components, a description, rationale, and recommendations for implementation are developed. A key point throughout is that any of these components, if poorly designed or executed, may not result in performance improvements (e.g., practice may not enhance proficiency; feedback, even “constructive” feedback, may have deleterious effects).
