Articles

Using Excel to Design a Role Play Simulation

This paper -- presented at Training 2010 -- is a step-by-step description of how a role play simulation for sales training was designed and partially developed using Excel.

Excel facilitated updating the links between the choices students could make and the screens they would branch to. Excel also made it easier to "see" the context of each wrong answer path.
Read this article.

Identifying and Transferring Expertise

Why are some people so good at what they do? Do experts think differently than non-experts? What is expertise anyway? Can it be taught?

Recently InterCom and American Express joined forces to answer these questions about American Express authorizers, people who make decisions on whether to extend credit to customers or not. American Express wanted to help non-expert authorizers become as proficient in making good decisions as expert authorizers are. The result was the Authorizers' Diagnostic and Coaching Tool (ADCT). ADCT uses simulations and the latest research on expertise to help non-experts become better at their jobs. Read this article.