Cover -- Title Page -- Copyright -- Contents -- Foreword -- Introduction: The Six Ds -- D1: Define Business Outcomes -- It Is All About Performance -- Start with Why -- The End in Mind -- Benefits of Defining Business Outcomes -- Learning Objectives Are Not Business Objectives -- How to Define Business Outcomes -- Outcomes Planning Wheel -- Using the Planning Wheel -- Create Co-Ownership -- Map the Journey -- Manage the Portfolio -- Summary -- Recommendations -- D2: Design the Complete Experience -- Learning Is Not an Event -- Many Factors Influence Outcomes -- A Four-Phase Process -- Phase I: Preparation -- Prepare the Learning Plan -- Prepare the Learner -- Prepare the Environment -- Phase II: Guided Learning -- Phase III: Transfer and Application -- Phase IV: Achievement -- Acknowledgment and "Will I?" -- Staple Yourself to the Learner -- Summary -- Recommendations -- D3: Deliver for Application -- Learning as a Means -- How People Learn -- An Overview -- Bottleneck 1: Attention -- Bottleneck 2: Working Memory -- Bottleneck 3: Encoding and Consolidation -- Long-Term Memory -- Retrieval -- A Useful Mnemonic -- Additional Success Factors -- Provide Know-How -- Ensure Adequate Practice and Feedback -- Engage the Heart -- Motivate Learning -- Map the Linkage -- Check the Process -- Summary -- Recommendations -- D4: Drive Learning Transfer -- Learning Transfer Defined -- Great Learning Is Not Enough -- Importance of Practice -- Transfer Deserves Greater Attention -- By Way of Analogy -- What's the Problem? -- No One Accepts Responsibility -- Failure to Take Preemptive Action -- Inadequate Systems to Manage -- The Transfer Climate -- Ability -- Motivation -- Environment -- The Special Role of Managers -- Range of Manager Engagement -- Why Managers Don't Coach More -- Essential Elements -- Summary -- Recommendations -- D5: Deploy Performance Support.

Power of Performance Support -- Analogy to Customer and Product Support -- What Is Performance Support? -- Why It Works -- When Is Performance Support Most Valuable? -- Range of Performance Support -- Identify Opportunities for Support -- Characteristics of Great Performance Support -- Build It in -- Introduce During Instruction -- Be Consistent -- Ensure Best Practices -- New Technologies, New Possibilities -- Help People Collaborate -- People -- Managers -- Instructors and Facilitators -- Peers: Learning Communities -- Designated Coaches -- Feedback Sustains Learning Transfer -- Summary -- Recommendations -- D6: Document Results -- Why Document Results? -- Learning Competes for Resources -- Continuous Improvement -- Guiding Principles -- Toward Standardization -- Summary of Guiding Principles -- The Evaluation Challenge -- What to Measure -- Outputs Versus Outcomes -- Insisting on a "Do-It-Yourself" Approach -- A Six-Step Process of Evaluation -- 1. Confirm the Outcomes That Matter -- 2. Create a Project Plan -- 3. Collect and Analyze the Data -- 4. Report the Findings to Management -- 5. Sell the Sizzle -- 6. Implement Improvements -- Summary -- Recommendations -- Coda -- Afterword -- References -- Name Index -- Subject Index -- About the Authors -- EULA.