... behavior,113–116diversity, 136–137humor, 134–135impact in, 1 08 110low-tech training, 88 89 nervousness in, 107–1 08 coaching, 186 – 187 computer-based training, 99–100computer-projected presenta-tions, ... 47–49, 52, 125savings, 48 stretching training dollars, 52customer service exercises, 125design of training programs, 69–74, 77– 78, 80 81 case studies, 77– 78 choosing the right methodol-ogy, ... 72–74role plays, 74–76simulations, 80 81 development plans, individual, 188 –194, 195–199documenting, 191learning activities for, 197–199making the most of the meet-ing, 195–197meeting, 190–197planning...