You need this manual if you want to change the way your training and development is perceived in your organization and the impact it has on individuals, teams and the business. In part one, the 27 activities are split into five sections, each concentrating on a key element in the process - Creating an identity - five activities to help you determine the context in which you are working; Getting closer to your customers - nine activities to get you out in the business environment with your stakeholders and customers at all levels within the organization; Researching and developing new products - four activities to help keep your training ideas fresh, find new products and improve your design; Managing your resources - Four activities to encourage you to look at your own development as well as concentrating your relationships with others and your financial resources to respond to the needs of those people; and Making a difference - Five activities that help you make the case for training and development in the most effective way you can - through the results you achieve. Finding out about your evaluation strategy, the effectiveness of your evaluation methods and what customers are saying is happening as a result of training, will ensure that you are providing training that makes a tangible impression on the business. Part two of the manual is your opportunity to draw together all that you learn from each section of activities. You are guided through identifying changes you want to make as a result of what you have found out, and the actions you and others will need to take to make the changes a reality.