Offers thought-provoking questions and answers to the factors in HR development. This book covers various aspects of the training cycle.

A resource for providing learning, training and development within contact centres. This book addresses the key areas of training call centre staff including; quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance.

Terrain analysis has developed rapidly in parallel with advances in Geographical Information Systems (GIS) and GPS. This book describes these approaches and considers a broad range of applications.

Offers a set of insights and guidelines that can contribute to more aware and meaningful practice for mental health professionals. Focusing equally on theoretical concepts, culturally valid assessment methods, and cultural adaptation in trauma and resilience, this title presents the research and strategies.

Sets out a framework for therapy that is as culturally informed as it is productive. This book offers contextual knowledge on PTSD, coping skills, and other trauma sequelae as they affect survivors of traumatic events.

Presents classical theories of human nature while emphasizing the theorist's progression of ideas. This edition discusses the ideas of personality theorists developmentally. It also explores how the personal histories, conflicts, and intentions of the theorist entered that thinker's portrait of people.

This unique volume explores the enormity of the issues surrounding the numerous mental health problems of the millions of refugees, asylum seekers and torture victims around the world.

A national research study forms the basis of the text and documents the different ways in which clinicians struggle to maintain therapeutic equilibrium and empathic attunement during clinical work with trauma clients.