© 2011 the American Society for Training & Development

All rights reserved. Printed in the United States of America.

No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher, except in the case of brief quotations embodied in critical reviews and certain other noncommercial uses permitted by copyright law. For permission requests, please go to www.copyright.com, or contact Copyright Clearance Center (CCC), 222 Rosewood Drive, Danvers, MA 01923 (telephone: 978.750.8400, fax: 978.646.8600).

ASTD Press is an internationally renowned source of insightful and practical information on workplace learning and performance topics, including training basics, evaluation and return-on-investment, instructional systems development, e-learning, leadership, and career development.

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Library of Congress Control Number: 2010917211 (print edition only)

Print edition ISBN: 978-1-56286-753-9
PDF e-book edition ISBN: 978-1-60728-801-5

2011-1

ASTD Press Editorial Staff:
Director: Anthony Allen
Manager, ASTD Press: Larry Fox
Project Manager, Content Acquisition: Justin Brusino
Senior Associate Editor: Tora Estep
Associate Editor: Ashley McDonald
Editorial Assistant: Stephanie Castellano
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Interior Design and Production: Abella Publishing Services, LLC Cover Design: Steve Fife