The quality of the care we offer the customer starts with the quality of the care we give one another in our own organization. That is the message that underlies much of the material contained in this manual.

The 30 activities provide a wide range of training material designed to improve colleague care. They deal with both the issues and the skills involved, from mapping current standards and setting objectives to peer appraisal, assertiveness and coaching.

The approach is experiential and participative. And as in all Gower training manuals, each activity includes detailed guidance for the trainer together with ready-to-copy masters of any material needed for participants. The learning methods used include job-based projects, team games, case studies, guided discussions, roleplays, questionnaires and quizzes.

The result is a powerful and flexible resource on which trainers, managers, team leaders and consultants can draw either to compile a complete programme or strengthen an existing one.

 

(Publisher: Gower)