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TrainingZONE Insider #74 – Forming, Storming, Norming and Performing


TrainingZONE Insider - Issue 74
Wednesday 8 June 2005

********** THIS WEEK'S TOPICS ***** THIS WEEK'S TOPICS ******
1 Tip of the Week: Customer Service Call Monitoring
2 Trainer's Diary: Forming, Storming, Norming and Performing
3 Review: Secrets of the People Whisperer
4 How to Set up a New Training Function
5 Resources: The Learning Bank
********** THIS WEEK'S TOPICS ***** THIS WEEK'S TOPICS ******

Editor's note
Continuing our team development theme this month, Byron Kalies'
Trainer's Diary explains how Bruce Tuckmann's Forming, Storming,
Norming and Performing theory works in practice.

There's also fantastic advice on how to set up a new training
function, stress management and don't miss this week's Trainer's
Tip from Andrew Laycock on how to monitor customer service calls
for staff development.

Best regards

Claire Savage
Editor, TrainingZONE
mailto:[email protected]

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Trainer's Tip: Customer Service Call Monitoring
"Use it in a developmental way not as an assessment - agents
have targets and objectives that measure performance." Read
Andrew Laycock's advice on how to devise a call monitoring
system for staff development.

Any Answers Answered
Where Do I Start?
Excellent advice on how to set up a training function from

Buddy Programme
Tips on how to set up a buddy programme that gets results.

Stress Management Training
Members' thoughts on sources of stress, how to deal with it and
how to convince managers in a high-stress environment it's an
issue that needs addressing.

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New questions posted on Any Answers include:
Judith Dudley would like some advice on the qualifications
needed to be an NVQ assessor.

Derek Purdon has to deliver a session for sales managers on
selling through third parties and needs your advice.

Lisa Birch is looking for a problem solving activity to use on a

Got the answer or want to pose a question of your own? Go to:

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Community News
Resources: The Learning Bank
50 original activities designed for use within training sessions
and workshops. Author David Smith, has spent the last 12 years
designing and delivering training programmes for blue chip
companies and not- for-profit organisations in the UK and

Browse all documents in the TrainingZONE Library:

Trainer's Diary: Forming, Storming, Norming and Performing
Byron Kalies explores Bruce Tuckmann's four-stage team
performance model.

Review: The People Whisperer
Some very innovative suggestions at dealing with familiar
problems and I'll probably read it again and make the author
very happy by actually trying to do some of the "things to do".

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Jobs and Opportunities
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New Members
This week TrainingZONE welcomes new members from organisations
including: Transport for London, NHS, Deloitte, Home Office,
Alfred McAlpine, Help the Aged, Virgin Atlantic, Kent County
Council, Peugeot, Wolverhampton City Council, Co-operative
Group, Ealing Council, Rural Stress Information Network, and
Medical Research Council.

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May be reproduced in any medium for non-commercial purposes
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TrainingZONE, 100 Victoria Street, Bristol BS1 6HZ
Tel:+44 (0)117 915 3344 Fax:+44 (0)117 915 9630 ISSN 1474-2225


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