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| Preface | |
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| Show Me the Money! | |
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| Show Me the Money! Case Study | |
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| What This Book Is About | |
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| What's in a Word? | |
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| Let's Talk About Training, Learning, and Performance | |
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| A Basic Performance Vocabulary: The Terms of the Trade | |
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| The Key to Performance Improvement: A New Mantra | |
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| Where Does Technology Fit in All This? | |
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| What's in This Book and Why? | |
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| Remember This | |
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| The Performance System | |
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| "I Need a Training Program..." | |
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| The Performance World | |
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| Remember This | |
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| What's My Greatest Performance Block? | |
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| I Would Perform Better If... | |
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| Gilbert's Behavior Engineering Model | |
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| Debriefing the Gilbert Model Exercise | |
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| Three Key Conclusions for Performance Consulting | |
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| Work, Workplace, Worker | |
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| Remember This | |
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| Engineering Effective Performance | |
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| Why Engineering? | |
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| An Operational-Procedural Model for Engineering Effective Performance | |
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| Steps in the EEP Process | |
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| EEP Summary | |
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| Remember This | |
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| From Training Order-Taker to Performance Consultant | |
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| Your New Mission | |
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| Your New Roles | |
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| Pulling It All Together | |
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| Remember This | |
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| Why Training Fails: Maybe Necessary ... Rarely Sufficient | |
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| Suspicious Sayings to Twitch Your Antennae | |
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| But I've Got a Box to Check | |
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| Job Security for Trainers: A Vested Interest in Performance Failure | |
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| Training Was the Answer, but It Just Didn't Stick | |
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| The Story of Transfer | |
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| Training Was the Answer and They Supported It. Still ... | |
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| Remember This | |
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| Panoply of Performance Interventions | |
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| What's an Intervention? | |
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| Two Categories of Interventions: Learning and Nonlearning | |
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| Learning Interventions | |
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| Nonlearning Interventions | |
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| Environmental Interventions | |
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| Putting It All Together | |
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| Remember This | |
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| Making It Happen | |
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| Building Professional Performance Consulting Competencies | |
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| Two Broad Sets of Competencies | |
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| Performance Consulting Characteristics | |
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| Building Credibility and Trust | |
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| Building Partnerships | |
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| Building Consulting Expertise | |
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| Client Responsibilities and Ways You Can Assist | |
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| Reviewing the Key Points of "Making It Happen" | |
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| Remember This | |
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| The Bottom Line: Demonstrating the Return-on-Investment of Your Performance Interventions | |
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| You're in Competition | |
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| Calculating Worth and ROI-It's Not So Hard | |
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| First, a Few Preliminaries | |
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| What Is Worth and ROI? | |
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| Now for the Real Stuff: Calculating ROI | |
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| Remember This | |
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| Hit or Myth: Separating Fact From Workplace Performance Fiction | |
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| Feedback on Your Hit-or-Myth Adventures | |
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| The Bottom Line on Performance | |
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| A Final Hit-or-Myth Frolic: Match Your Wits to Ours | |
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| The Finale but Not the End | |
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| A Rapid Review of Training Ain't Performance | |
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| Some Parting Reflections-On Values | |
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| Only Adieu and Not Goodbye | |
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| For Further Reading | |
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| About the Authors | |