... studies, 77 78 choosing the right methodol-ogy, 72 74 role plays, 74 76 simulations, 80–81development plans, individual,188–194, 195–199documenting, 191learning activities for, 1 97 199making the ... 132–134, 177 –180professional development, 179 –180tips for, 132–134training of, 177 – 179 training, 14–16, 34– 37, 185–186alternatives to, 50criteria for success, 14–16curriculum, developing, 34– 37 design ... 53– 57 core competencies, 31–33cost and benefits of training, 47 49, 52, 125savings, 48stretching training dollars, 52customer service exercises, 125design of training programs, 69– 74 , 77 78 ,...