Understanding the people in the organization who aren't us

First steps fast using technology to coach neophytes in analysis

“…First, it seems to be helpful to distinguish between challenges that are inherent in the subject matter itself and those that are customer driven, such as a customer in a hurry or a customer who fears analysis paralysis. Rossett (1999bRossett ( , 1999c offered suggestions for how to tackle such customer resistance; a web tool that provides an opportunity to practice countering customer resistance is provided free at http://www.josseybass.com/rossett/respond/index.htm.…”

Beyond level 4: Tying hpt to valuation of intangible assets

“…A frequent theme in the literature on human performance technology (HPT) is the struggle to get executive understanding and buyin for the processes and interventions we employ (Dean, 1995;King, 1998;Rossett, 1999). This article summarizes the outcomes of several International Society for Performance Improvement (ISPI)-sponsored research and development projects and presents a consulting model that can help practitioners communicate more effectively by demonstrating how HPT interventions contribute to maximizing the valuation of a firm's intangible assets.…”