This article reports on a study of trainers in business and industry. The objective of the research was to describe using behavioral and attitudinal terms, the characteristics that differentiate exemplary instructors from average instructors. The research was conducted in fifteen organizations representing a variety of business and industrial settings in Illinois and Indiana. A research team interviewed a nominated group of exemplary trainers and a comparison group of average trainers.

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... detailed accounts of high points and low points in recent teaching experiences (i.e., critical incidents) were elicited from each person. The research team then conducted an inductive content analysis of the approximately one hundred fifty self-reported critical incidents. The research results reported include a description of the characteristics which differentiated the exemplary trainers from the average trainers.