SlideShare uma empresa Scribd logo
1 de 23
Credit seminar on

Coverdale Approach for the Capacity Building of
Extension Personnel

Presented by : Sreeram.V
Ph D Research Scholar
Division of Dairy Extension
National Dairy Research Institute
Karnal, Haryana
Training is the corner stone of sound
management as it makes employees more
effective and productive. Every organization
needs to have well-trained and experienced
people to perform the activities towards the
goal.

1/26/2014

Coverdale training

2
Classification of training methods
Training Methods

Cognitive

1/26/2014

Behavioural

Coverdale training

3
Cognitive
training
methods

Behavioural
training
methods
1/26/2014

•
•
•
•
•

Lectures,Discussions
demonstrations,microlab
Conference,debate,symposium
Brainstorming,workshop
Computer based trainings etc..

•
•
•
•
•

Games,simulations
Behavioural modeling
Case studies,role plays
Skit, In basket exercises
Sensitivity training etc..

Coverdale training

4
Coverdale training is defined as ..
• Sensitivity training programme based on group
dynamics developed by Ralph Coverdale. This
model emphasizes the performance of real group
tasks rather than role playing and is designed to
enhance social skills (George, 2013).
• 100 percentage participation of trainees in this
training methodology; learning percentage is
higher in this methodology when compared to
other types (Janakiraman, 2007).
1/26/2014

Coverdale training

5
Ralph Coverdale
• Founder of The Coverdale
Organisation
and
the
associated with the method
of Coverdale Training.
• Also credited with being the
founder of coaching as a
business tool in British
Industry.
1918-1975
1/26/2014

Coverdale training

6
The basic philosophy of Coverdale Training
• Each person is unique and everyone has
something to offer.
• Managers have the freedom to choose
between
two
apparently
equal
alternatives. The power to choose – to help
or hinder, to co-operate to mutual benefit or
manipulate to personal advantage or gains.
• A group co-operating to mutual benefit is
more than a collection of individuals.
1/26/2014

Coverdale training

7
The basic concepts in coverdale training

1/26/2014

Coverdale training

8
At the root of this system there are three basic
concepts.
a. The systematic approach to getting things done,
the establishment of an objective, seeking for
information, overcoming the problems and
evaluation of results.
b. The use of differing intellectual skills among the
managers.
c. The sensitivity element of teaching the
managers to recognize their own strengths and
weaknesses.
1/26/2014

Coverdale training

9
• This
training
method
concentrate upon personal
relationships as a means of
achieving goals and uses
the practical exercises
rather than theoretical
lectures to put them across.

1/26/2014

Coverdale training

10
Key considerations while designing training for
adults are:
For adults, learning occurs best when it is
motivated, not coerced or forced.
For adults, learning occurs best when it is
conducted as a partnership.

1/26/2014

Coverdale training

11
Contd..
 For adults, learning occurs best when it
involves their primary learning mode and is
interactive and experiential.
 Learning occurs best when people’s attention
and energy stay engaged and focussed, and
this is possible if people feel comfortable in
their surroundings.

1/26/2014

Coverdale training

12
Contd..
 For adults, learning occurs best when there is
an
understandable
structure
and
reinforcement. It helps most people to see the
whole and the parts, to know where they are
going and where they have been.
(Justice and Jamieson, 1999)

1/26/2014

Coverdale training

13
• Part 1 of the training is residential course for
about 20 managers lasting a week.
• Participants work in teams of six or seven on a
number of repeatable tasks examine how they
have worked together and plan for better group
performance on the next run.
• The tasks ranging from building towers with toy
bricks to counting windows in a hotel are not
important in themselves, but how the team
tackles them against the clock is the key.
• Individual strengths emerge as the course
progresses and the members become more
skillful at integrating these talents in team work
as they gain experience.
………
1/26/2014

Coverdale training

14
• In part 2 of the training ,managers gain further
experience of team formation by working in a
variety of groups. Advanced courses are also
run for key managers and specialists where
issues previously raised are considered more
deeply.
• Managers who have been through this form of
training should become quick to recognize
deficiencies in the structure and functioning of
their existing organizations and are more
prepared to question their own management
practices.
(Source : MANAGE)
1/26/2014

Coverdale training

15
• Thus, a series of task cycles are carried out. In
the groups, for any task, first some
preparation (P) takes place followed by
action (A).
• The preparation may be short or long
depending on the complexity of the task .After
the action, another useful step is to review
(R) the end results and the process.
• This process could be explained
Preparation-Action-Review cycles.
1/26/2014

Coverdale training

as

16
Preparation-Action-Review cycles
Preparation

Review

Preparation

Action

Action

P

Review

( source: Jaya and Reddy, 2010)

1/26/2014

Coverdale training

17
• These stages of doing a job in a sequence i.e.
preparation, action and review is called a
systematic approach to getting things done
which was developed by Coverdale
Organization Limited, UK. The process
issues will be incorporated in the task cycle

1/26/2014

Coverdale training

18
1/26/2014

Coverdale training

19
Since the personnel of organizations are all
adults, they require an active mode of
training that is found to be lacking in many
of the training organizations. Training for
adults need to be activity- based wherein
their energies could be put to use in the
learning process (Jaya and Reddy, 2010).

1/26/2014

Coverdale training

20
• EEI, Nilokheri, Haryana
• SAMETI, Jharkhand
Extension Management
Monitoring & Evaluation
Project Management & PRA Techniques
Management of Training Programme

1/26/2014

Coverdale training

21
• Coverdale training is another experience based
system so that managers could learn to perceive
and utilize both their own talents and those of
their co workers.
• Experiential learning focuses on interactive and
upward spiral learning process of preparationaction-review (P-A-R) in repeated cycles.
• This opportunity helps the agricultural extension
managers of various line departments to discover
how they can improve their performance and to
empower themselves for undertaking their jobs
effectively.
1/26/2014

Coverdale training

22
1/26/2014

Coverdale training

23

Mais conteúdo relacionado

Mais procurados

EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCEEXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
AFAAS
 

Mais procurados (20)

Career Opportunities for Agriculture Graduates.pptx
Career Opportunities for Agriculture Graduates.pptxCareer Opportunities for Agriculture Graduates.pptx
Career Opportunities for Agriculture Graduates.pptx
 
main streaming gender in extension- issues and perspectives
main streaming gender in extension- issues and perspectivesmain streaming gender in extension- issues and perspectives
main streaming gender in extension- issues and perspectives
 
Rural leadership-Concept, trait selection and use
Rural leadership-Concept, trait selection and useRural leadership-Concept, trait selection and use
Rural leadership-Concept, trait selection and use
 
The new CGIAR: Food security, global change and international agricultural r...
The new CGIAR: Food security, global change and international agricultural r...The new CGIAR: Food security, global change and international agricultural r...
The new CGIAR: Food security, global change and international agricultural r...
 
Lecture 4 objectives, philosophy, fucntion, scope and use , basic term of...
Lecture 4  objectives, philosophy, fucntion,   scope  and use , basic term of...Lecture 4  objectives, philosophy, fucntion,   scope  and use , basic term of...
Lecture 4 objectives, philosophy, fucntion, scope and use , basic term of...
 
Participatory approaches manjuprakash
Participatory approaches manjuprakashParticipatory approaches manjuprakash
Participatory approaches manjuprakash
 
EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCEEXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
EXTENSION POLICY: LESSONS FROM MEAS EXPERIENCE
 
Current approaches in extension
Current approaches in extensionCurrent approaches in extension
Current approaches in extension
 
Scaling up Agricultural Technologies
Scaling up Agricultural TechnologiesScaling up Agricultural Technologies
Scaling up Agricultural Technologies
 
Expert systems in agriculture
Expert systems in agricultureExpert systems in agriculture
Expert systems in agriculture
 
Extension administration: Special features, posdcorb
Extension administration: Special features, posdcorbExtension administration: Special features, posdcorb
Extension administration: Special features, posdcorb
 
Development of knowledge test and some other tests used in social science res...
Development of knowledge test and some other tests used in social science res...Development of knowledge test and some other tests used in social science res...
Development of knowledge test and some other tests used in social science res...
 
Innovations in agricultural extension: What can Ethiopia learn from global ex...
Innovations in agricultural extension: What can Ethiopia learn from global ex...Innovations in agricultural extension: What can Ethiopia learn from global ex...
Innovations in agricultural extension: What can Ethiopia learn from global ex...
 
Administrative and functional roles & responsibilities of KVK
Administrative and functional roles & responsibilities of KVKAdministrative and functional roles & responsibilities of KVK
Administrative and functional roles & responsibilities of KVK
 
Role of farmer producer organization (fpo)
Role of farmer producer organization (fpo)Role of farmer producer organization (fpo)
Role of farmer producer organization (fpo)
 
Importance of agriculture extension A Lecture By Mr Allah Dad Khan
Importance of agriculture extension A Lecture By Mr Allah Dad KhanImportance of agriculture extension A Lecture By Mr Allah Dad Khan
Importance of agriculture extension A Lecture By Mr Allah Dad Khan
 
Fundamentals of extension
Fundamentals of extensionFundamentals of extension
Fundamentals of extension
 
Extension education
Extension educationExtension education
Extension education
 
Review of agriculture development strategy (ADS) and its link with PMAMP
Review of agriculture development strategy (ADS) and its link with PMAMPReview of agriculture development strategy (ADS) and its link with PMAMP
Review of agriculture development strategy (ADS) and its link with PMAMP
 
Message
MessageMessage
Message
 

Semelhante a Coverdale training

IPM NDTHRD-Developing a Trainers Toolkit
IPM NDTHRD-Developing a Trainers ToolkitIPM NDTHRD-Developing a Trainers Toolkit
IPM NDTHRD-Developing a Trainers Toolkit
Dupani Hatanarachchi
 
HR lecture 6.ppt human resources management
HR lecture 6.ppt human resources managementHR lecture 6.ppt human resources management
HR lecture 6.ppt human resources management
ReemBolok1
 
Leadership & emotional competence development
Leadership & emotional competence developmentLeadership & emotional competence development
Leadership & emotional competence development
Zice Life
 
111 - Stepping and stretching in lean times: Developing self and others in th...
111 - Stepping and stretching in lean times: Developing self and others in th...111 - Stepping and stretching in lean times: Developing self and others in th...
111 - Stepping and stretching in lean times: Developing self and others in th...
Association of University Administrators
 
Workshop notes case studies in continuing professional development
Workshop notes case studies in continuing professional developmentWorkshop notes case studies in continuing professional development
Workshop notes case studies in continuing professional development
eaquals
 

Semelhante a Coverdale training (20)

IBA_HRMC Course Material
 IBA_HRMC Course Material IBA_HRMC Course Material
IBA_HRMC Course Material
 
Senior Leadership Development Case Study
Senior Leadership Development Case Study Senior Leadership Development Case Study
Senior Leadership Development Case Study
 
traditional training methods
traditional training methodstraditional training methods
traditional training methods
 
traditional training methods
traditional training methodstraditional training methods
traditional training methods
 
IPM NDTHRD-Developing a Trainers Toolkit
IPM NDTHRD-Developing a Trainers ToolkitIPM NDTHRD-Developing a Trainers Toolkit
IPM NDTHRD-Developing a Trainers Toolkit
 
HR lecture 6.ppt human resources management
HR lecture 6.ppt human resources managementHR lecture 6.ppt human resources management
HR lecture 6.ppt human resources management
 
Training and development of human resource
Training and development of human resourceTraining and development of human resource
Training and development of human resource
 
LMD marine works SG
LMD marine works SGLMD marine works SG
LMD marine works SG
 
Training Needs - An Analysis by Welingkar's DLP
Training Needs - An Analysis by Welingkar's DLPTraining Needs - An Analysis by Welingkar's DLP
Training Needs - An Analysis by Welingkar's DLP
 
6_team_tot_handbook.pdf
6_team_tot_handbook.pdf6_team_tot_handbook.pdf
6_team_tot_handbook.pdf
 
Leadership & emotional competence development
Leadership & emotional competence developmentLeadership & emotional competence development
Leadership & emotional competence development
 
Hrm training
Hrm trainingHrm training
Hrm training
 
Training approaches
Training approaches Training approaches
Training approaches
 
111 - Stepping and stretching in lean times: Developing self and others in th...
111 - Stepping and stretching in lean times: Developing self and others in th...111 - Stepping and stretching in lean times: Developing self and others in th...
111 - Stepping and stretching in lean times: Developing self and others in th...
 
Personal Development Plans Training
Personal Development Plans  TrainingPersonal Development Plans  Training
Personal Development Plans Training
 
Training and Development
Training and DevelopmentTraining and Development
Training and Development
 
Project Team Delevopment
Project Team DelevopmentProject Team Delevopment
Project Team Delevopment
 
Alma Harris Caernarfon
Alma Harris CaernarfonAlma Harris Caernarfon
Alma Harris Caernarfon
 
T&D
T&DT&D
T&D
 
Workshop notes case studies in continuing professional development
Workshop notes case studies in continuing professional developmentWorkshop notes case studies in continuing professional development
Workshop notes case studies in continuing professional development
 

Último

Seal of Good Local Governance (SGLG) 2024Final.pptx
Seal of Good Local Governance (SGLG) 2024Final.pptxSeal of Good Local Governance (SGLG) 2024Final.pptx
Seal of Good Local Governance (SGLG) 2024Final.pptx
negromaestrong
 
Gardella_Mateo_IntellectualProperty.pdf.
Gardella_Mateo_IntellectualProperty.pdf.Gardella_Mateo_IntellectualProperty.pdf.
Gardella_Mateo_IntellectualProperty.pdf.
MateoGardella
 
An Overview of Mutual Funds Bcom Project.pdf
An Overview of Mutual Funds Bcom Project.pdfAn Overview of Mutual Funds Bcom Project.pdf
An Overview of Mutual Funds Bcom Project.pdf
SanaAli374401
 
Beyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global ImpactBeyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global Impact
PECB
 
1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi  6.pdf1029-Danh muc Sach Giao Khoa khoi  6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdf
QucHHunhnh
 

Último (20)

Unit-V; Pricing (Pharma Marketing Management).pptx
Unit-V; Pricing (Pharma Marketing Management).pptxUnit-V; Pricing (Pharma Marketing Management).pptx
Unit-V; Pricing (Pharma Marketing Management).pptx
 
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptxBasic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
 
APM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across SectorsAPM Welcome, APM North West Network Conference, Synergies Across Sectors
APM Welcome, APM North West Network Conference, Synergies Across Sectors
 
Seal of Good Local Governance (SGLG) 2024Final.pptx
Seal of Good Local Governance (SGLG) 2024Final.pptxSeal of Good Local Governance (SGLG) 2024Final.pptx
Seal of Good Local Governance (SGLG) 2024Final.pptx
 
Gardella_Mateo_IntellectualProperty.pdf.
Gardella_Mateo_IntellectualProperty.pdf.Gardella_Mateo_IntellectualProperty.pdf.
Gardella_Mateo_IntellectualProperty.pdf.
 
psychiatric nursing HISTORY COLLECTION .docx
psychiatric  nursing HISTORY  COLLECTION  .docxpsychiatric  nursing HISTORY  COLLECTION  .docx
psychiatric nursing HISTORY COLLECTION .docx
 
An Overview of Mutual Funds Bcom Project.pdf
An Overview of Mutual Funds Bcom Project.pdfAn Overview of Mutual Funds Bcom Project.pdf
An Overview of Mutual Funds Bcom Project.pdf
 
Application orientated numerical on hev.ppt
Application orientated numerical on hev.pptApplication orientated numerical on hev.ppt
Application orientated numerical on hev.ppt
 
Beyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global ImpactBeyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global Impact
 
Sports & Fitness Value Added Course FY..
Sports & Fitness Value Added Course FY..Sports & Fitness Value Added Course FY..
Sports & Fitness Value Added Course FY..
 
PROCESS RECORDING FORMAT.docx
PROCESS      RECORDING        FORMAT.docxPROCESS      RECORDING        FORMAT.docx
PROCESS RECORDING FORMAT.docx
 
How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17
 
INDIA QUIZ 2024 RLAC DELHI UNIVERSITY.pptx
INDIA QUIZ 2024 RLAC DELHI UNIVERSITY.pptxINDIA QUIZ 2024 RLAC DELHI UNIVERSITY.pptx
INDIA QUIZ 2024 RLAC DELHI UNIVERSITY.pptx
 
1029-Danh muc Sach Giao Khoa khoi 6.pdf
1029-Danh muc Sach Giao Khoa khoi  6.pdf1029-Danh muc Sach Giao Khoa khoi  6.pdf
1029-Danh muc Sach Giao Khoa khoi 6.pdf
 
Unit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptxUnit-IV; Professional Sales Representative (PSR).pptx
Unit-IV; Professional Sales Representative (PSR).pptx
 
This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.
 
Z Score,T Score, Percential Rank and Box Plot Graph
Z Score,T Score, Percential Rank and Box Plot GraphZ Score,T Score, Percential Rank and Box Plot Graph
Z Score,T Score, Percential Rank and Box Plot Graph
 
Measures of Central Tendency: Mean, Median and Mode
Measures of Central Tendency: Mean, Median and ModeMeasures of Central Tendency: Mean, Median and Mode
Measures of Central Tendency: Mean, Median and Mode
 
Unit-IV- Pharma. Marketing Channels.pptx
Unit-IV- Pharma. Marketing Channels.pptxUnit-IV- Pharma. Marketing Channels.pptx
Unit-IV- Pharma. Marketing Channels.pptx
 
Key note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdfKey note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdf
 

Coverdale training

  • 1. Credit seminar on Coverdale Approach for the Capacity Building of Extension Personnel Presented by : Sreeram.V Ph D Research Scholar Division of Dairy Extension National Dairy Research Institute Karnal, Haryana
  • 2. Training is the corner stone of sound management as it makes employees more effective and productive. Every organization needs to have well-trained and experienced people to perform the activities towards the goal. 1/26/2014 Coverdale training 2
  • 3. Classification of training methods Training Methods Cognitive 1/26/2014 Behavioural Coverdale training 3
  • 4. Cognitive training methods Behavioural training methods 1/26/2014 • • • • • Lectures,Discussions demonstrations,microlab Conference,debate,symposium Brainstorming,workshop Computer based trainings etc.. • • • • • Games,simulations Behavioural modeling Case studies,role plays Skit, In basket exercises Sensitivity training etc.. Coverdale training 4
  • 5. Coverdale training is defined as .. • Sensitivity training programme based on group dynamics developed by Ralph Coverdale. This model emphasizes the performance of real group tasks rather than role playing and is designed to enhance social skills (George, 2013). • 100 percentage participation of trainees in this training methodology; learning percentage is higher in this methodology when compared to other types (Janakiraman, 2007). 1/26/2014 Coverdale training 5
  • 6. Ralph Coverdale • Founder of The Coverdale Organisation and the associated with the method of Coverdale Training. • Also credited with being the founder of coaching as a business tool in British Industry. 1918-1975 1/26/2014 Coverdale training 6
  • 7. The basic philosophy of Coverdale Training • Each person is unique and everyone has something to offer. • Managers have the freedom to choose between two apparently equal alternatives. The power to choose – to help or hinder, to co-operate to mutual benefit or manipulate to personal advantage or gains. • A group co-operating to mutual benefit is more than a collection of individuals. 1/26/2014 Coverdale training 7
  • 8. The basic concepts in coverdale training 1/26/2014 Coverdale training 8
  • 9. At the root of this system there are three basic concepts. a. The systematic approach to getting things done, the establishment of an objective, seeking for information, overcoming the problems and evaluation of results. b. The use of differing intellectual skills among the managers. c. The sensitivity element of teaching the managers to recognize their own strengths and weaknesses. 1/26/2014 Coverdale training 9
  • 10. • This training method concentrate upon personal relationships as a means of achieving goals and uses the practical exercises rather than theoretical lectures to put them across. 1/26/2014 Coverdale training 10
  • 11. Key considerations while designing training for adults are: For adults, learning occurs best when it is motivated, not coerced or forced. For adults, learning occurs best when it is conducted as a partnership. 1/26/2014 Coverdale training 11
  • 12. Contd..  For adults, learning occurs best when it involves their primary learning mode and is interactive and experiential.  Learning occurs best when people’s attention and energy stay engaged and focussed, and this is possible if people feel comfortable in their surroundings. 1/26/2014 Coverdale training 12
  • 13. Contd..  For adults, learning occurs best when there is an understandable structure and reinforcement. It helps most people to see the whole and the parts, to know where they are going and where they have been. (Justice and Jamieson, 1999) 1/26/2014 Coverdale training 13
  • 14. • Part 1 of the training is residential course for about 20 managers lasting a week. • Participants work in teams of six or seven on a number of repeatable tasks examine how they have worked together and plan for better group performance on the next run. • The tasks ranging from building towers with toy bricks to counting windows in a hotel are not important in themselves, but how the team tackles them against the clock is the key. • Individual strengths emerge as the course progresses and the members become more skillful at integrating these talents in team work as they gain experience. ……… 1/26/2014 Coverdale training 14
  • 15. • In part 2 of the training ,managers gain further experience of team formation by working in a variety of groups. Advanced courses are also run for key managers and specialists where issues previously raised are considered more deeply. • Managers who have been through this form of training should become quick to recognize deficiencies in the structure and functioning of their existing organizations and are more prepared to question their own management practices. (Source : MANAGE) 1/26/2014 Coverdale training 15
  • 16. • Thus, a series of task cycles are carried out. In the groups, for any task, first some preparation (P) takes place followed by action (A). • The preparation may be short or long depending on the complexity of the task .After the action, another useful step is to review (R) the end results and the process. • This process could be explained Preparation-Action-Review cycles. 1/26/2014 Coverdale training as 16
  • 18. • These stages of doing a job in a sequence i.e. preparation, action and review is called a systematic approach to getting things done which was developed by Coverdale Organization Limited, UK. The process issues will be incorporated in the task cycle 1/26/2014 Coverdale training 18
  • 20. Since the personnel of organizations are all adults, they require an active mode of training that is found to be lacking in many of the training organizations. Training for adults need to be activity- based wherein their energies could be put to use in the learning process (Jaya and Reddy, 2010). 1/26/2014 Coverdale training 20
  • 21. • EEI, Nilokheri, Haryana • SAMETI, Jharkhand Extension Management Monitoring & Evaluation Project Management & PRA Techniques Management of Training Programme 1/26/2014 Coverdale training 21
  • 22. • Coverdale training is another experience based system so that managers could learn to perceive and utilize both their own talents and those of their co workers. • Experiential learning focuses on interactive and upward spiral learning process of preparationaction-review (P-A-R) in repeated cycles. • This opportunity helps the agricultural extension managers of various line departments to discover how they can improve their performance and to empower themselves for undertaking their jobs effectively. 1/26/2014 Coverdale training 22