Search results for ""Author John P. Wilson""

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it is induction or periodic training, those who train staff will find it an indispensible resource. It also offers call centre managers and trainers information with which to benchmark training and identifies best practice in learning and development. The book addresses the key areas of training call centre staff including; quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning.

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In a fast-paced and innovative world, traditional training methods can no longer be relied on to improve performance, engagement or promote behavioural change. Experience-based learning, in which the experience is central to the learning process, is more affordable, appealing and effective than ever before. Experiential Learning combines in-depth theory with international case studies from companies including KidZania, Shell and the UK National Health Service (NHS) and numerous practical tools for developing and delivering learning experiences in both for-profit and not-for-profit organizations. It presents a simple model, the Learning Combination Lock, which enables trainers, coaches, facilitators and educators to select the best strategies for their circumstances to maximize comprehension, knowledge retention and application. Essential reading for anyone designing and delivering learning experiences, it covers areas such as experiential learning activities, indoor and outdoor learning environments, creative learning, working with the senses and emotions to help promote learning, and reviewing and evaluating initiatives. In addition to featuring new international case studies and examples, this updated fourth edition of Experiential Learning contains new material on the mechanisms underpinning learning, mindfulness and wellbeing, experience and language and digital games and the design of multi-sensory experiences. Online supporting resources consist of audio files exploring sensory intelligence.

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International Human Resource Development provides thought-provoking questions and stimulating answers to key issues in human resource development today, putting HRD in its strategic organizational context and examining in depth the process of learning from different perspectives. This third edition provides a thorough exploration of international human resource development, and has been completely updated and revised with a variety of case studies and contributions from a range of HR development experts, making it the most topical book in this field. It also addresses the increasingly important area of knowledge management, incorporating learning and development. Clearly structured and mapped against the current Chartered Institute of Personnel and Development (CIPD) standards, this comprehensive handbook covers each aspect of the training cycle, including the role and identification of learning, training and development needs in organizations, working in multicultural and multilingual settings, learning and competitive strategy, planning and design, delivering effective training programmes, assessment and evaluation, international development and managing the human resource function.

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International Human Resource Development provides thought-provoking questions and stimulating answers to key issues in human resource development today, putting HRD in its strategic organizational context and examining in depth the process of learning from different perspectives. This third edition provides a thorough exploration of international human resource development, and has been completely updated and revised with a variety of case studies and contributions from a range of HR development experts, making it the most topical book in this field. It also addresses the increasingly important area of knowledge management, incorporating learning and development. Clearly structured and mapped against the current Chartered Institute of Personnel and Development (CIPD) standards, this comprehensive handbook covers each aspect of the training cycle, including the role and identification of learning, training and development needs in organizations, working in multicultural and multilingual settings, learning and competitive strategy, planning and design, delivering effective training programmes, assessment and evaluation, international development and managing the human resource function.

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The only reference on the use of GIS and related technologies in terrain analysis In this landmark publication, reflecting the collaborative effort of thirteen research groups based in four countries, leading experts detail how GIS and related technologies, such as GPS and remote sensing, are now being used, with the aid of computer modeling, in terrain analysis. Continuing the innovative work of Professor Ian Moore, a visionary who saw terrain analysis as a robust method for modeling the large areas and complex spatial patterns of environmental systems, Terrain Analysis puts into action TAPES, or Terrain Analysis Programs for Environmental Sciences, Dr. Moore's innovative tool for terrain analysis. The book's contributors describe how TAPES are applied to specific geomorphologic problems, explain the algorithms used in current terrain analysis software, and examine the interpretation and use of terrain attributes in predictive models. With expert coverage of terrain analysis in the digital age, Terrain Analysis will be welcomed by ecologists, environmental engineers, geographers, and hydrologists who increasingly depend on GIS, GPS, and remote sensing.

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This Handbook is an essential reference and a guide to the rapidly expanding field of Geographic Information Science. Designed for students and researchers who want an in-depth treatment of the subject, including background information Comprises around 40 substantial essays, each written by a recognized expert in a particular area Covers the full spectrum of research in GIS Surveys the increasing number of applications of GIS Predicts how GIS is likely to evolve in the near future

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It is now widely recognized that mental health professionals who work with trauma victims are themselves at risk for powerful countertransference reactions (CTRs), vicarious victimization, and stress-related burnout. This volume is the first book in the field of traumatic stress studies to systematically examine the unique role of countertransference processes in psychotherapy outcome. Emphasizing the need for carefully deliberated action, this volume offers vital new insights into the victim-healer relationship and presents detailed techniques to promote awareness of affective reactions for anyone working with sufferers of PTSD and its comorbid conditions such as anxiety, depression, and substance abuse. Part I introduces readers to theoretical and conceptual foundations of countertransference in post-traumatic therapies. Illustrated with case examples, the relationship of empathic strain to countertransference and two types of therapist defenses are examined. Chapters in Part II discuss countertransference issues that arise in the treatment of victims of sexual, physical, and emotional abuse, including survivors of rape and early childhood trauma; children traumatized by urban violence; patients with multiple personality disorder; and acutely traumatized children.Part III examines therapists' reactions in work with victims of war trauma, civil violence, and political oppression, as well as other groups whose trauma must be understood in specific cultural and historical context. Explicit examples of avoidant and overidentification responses are presented. Finally, Part IV expands the discussion of trauma and countertransference to survivors of both direct and indirect trauma, such as that of rescue workers who, during natural disasters, are exposed to the threat of the disaster and the plight of those they attempt to help. Throughout, case vignettes illustrate the signs and symptoms of trauma-specific CTRs as they unfold during treatment. The roles through which clinicians can successfully engage survivors are also detailed. Rich with explicit suggestions for providing compassionate and intelligent care, this insightful volume is ideal for psychotherapists, psychologists, and other mental health professionals working with people suffering from PTSD. Similarly, Countertransference in the Treatment of PTSD is a valuable classroom text for courses dealing with the treatment of trauma victims and its implications for psychotherapists.

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Beneath the Mask presents classic theories of human nature, much as each theorist might if the theorist were to teach his or her ideas to people encountering them for the first time. Through a theorist-by-theorist approach, this Eighth Edition continues to explore the ideas of personality theorists developmentally, incorporating the personal origins of ideas to illuminate links between the psychology of each theorist and that theorist's own psychology of persons. Beneath the Mask presents the "sequence of thinking" for more than 20 theorists and demonstrates how the thinking that led to major theories is nested in the life experience of the theorists within the context of the surrounding culture. The authors emphasize each theorist's life history as the basis for the ideas that constitute his or her theories, making them easier to understand as "pictures of human nature." John P. Wilson has revised the text in a manner that preserves and improves upon the best features of the late Robert N. Sollod and Christopher Monte's work.

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This Handbook is an essential reference and a guide to the rapidly expanding field of Geographic Information Science. Designed for students and researchers who want an in-depth treatment of the subject, including background information Comprises around 40 substantial essays, each written by a recognized expert in a particular area Covers the full spectrum of research in GIS Surveys the increasing number of applications of GIS Predicts how GIS is likely to evolve in the near future

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Much has been learned about PTSD in the past two decades, yet many questions remain about the complex pathways by which trauma disrupts people's lives. This authoritative volume presents an innovative psychobiological framework to help clinicians and researchers better understand the myriad difficulties facing patients and navigate the array of available intervention approaches. Incorporating the latest theory and clinical research, the book provides a crucial reformulation of diagnostic criteria and treatment goals. It then brings together leading treatment experts to describe and illustrate their respective approaches, facilitating the selection and implementation of the most effective interventions for individual patients. The book first delineates a holistic, organismic model of PTSD. Particular attention is given to how the concept of allostatic load has enabled contemporary investigators to gain a more dynamic view of human stress responses and how they may go awry. Aided by clearly presented tables and charts, the volume elucidates the process by which traumatic experiences can give rise to 65 symptoms contained within five symptom clusters. Augmenting the traditional domains of PTSD symptomatology/m-/physiological disturbances, traumatic memory, and avoidance/m-/are two additional clusters dealing with frequently encountered problems with self and identity and with attachment, intimacy, and personal relationships. Contributors then provide detailed presentations of core therapeutic approaches: acute posttraumatic interventions, cognitive-behavioral approaches, pharmacotherapy, group psychotherapy, and psychodynamic techniques, as well as approaches for special populations. The concluding section reviews and synthesizes all case material presented, examining which symptoms are addressed by each modality, which treatment objectives are met, and which clients are likely to be helped.

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Empathy in the Treatment of Trauma and PTSD examines how professionals are psychologically impacted by their work with trauma clients. A national research study provides empirical evidence, documenting the struggle for professionals to maintain therapeutic equilibrium and empathic attunement with their trauma clients. Among the many important findings of this study, all participants reported being emotionally and psychologically affected by the work, often quite profoundly leading to changes in worldview, beliefs about the nature of humankind and the meaning of life.John P. Wilson and Rhiannon Thomas set out to understand how to heal those who experience empathic strain in the course of their professional specialization. The data included in the book allows for the development of conceptual dynamic models of effective management of empathic strain, which may cause vicarious traumatization, burnout and serious countertransference processes.

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