Bio: Mike Applegarth has been a training professional for nearly twenty years, fifteen of them spent as a consultant. His assignments have involved him in a range of industries from insurance to petrochemicals, and his clients are within both the private and public sectors, and amongst charitable institutions. He specialises in aspects of communication and team-building, whether it be for office staff, management or sales personnel, and has been actively involved with the development and application of competence-based performance standards within the National Vocational Qualification (NVQ) framework. Each training solution is individually tailored and can take the form of a delivered programme or distance-learning material. He is the author of 'How To Take A Training Audit', first printed in July 1991 as a leader in the Kogan Page Practical Trainer series. It reflects the breadth of his training expertise, whilst his versatility is supported by other client workbooks which include: 'An Introduction to Insurance', 'Boiler-house Theory', and 'Automotive Lubricants and Hydraulic Oils'. Mike can be contacted at: Applegarth Professional Training, Lawnswood House, GoIdhill, Lower Bourne, Farnham, Surrey GU1O3JH Telephone & Fax: (01252) 733044 Keith Posner was professionally trained by Nationwide Building Society before joining Cornhill Insurance as Assistant Training Manager in 1991. Before leaving Cornhill in 1995 he finished managing the specialist training function on the Business Process Review project team. This encompassed planning and implementing the training of 200 Customer Service Advisors across thirteen UK branches, as well as delivering BPR programmes. Keith employed Mike Applegarth as a consultant at Cornhill, and in 1995-96 they worked together on a management development assignment for one of Mike's clients involved in information technology outsourcing. This was where their approach to empowerment was first formulated. Keith also operates independently, specialising in coaching, stress management and team-building. He is a licensed user and tester in the use of Occupational Personality Questionnaires and a licensed Trained Trainer in the Continuous Improvement Programme.