Management skills, customer interaction, cooperation, communication skills, in the end it is all about what you want to achieve and how you want to do that. The way you communicate determines a great deal of the effect of what people do.
The objectives of the organisation determine the content of training. Training as such is only one of the interventions. A shared vision and strategy, a committed staff and management leading by example is one of the succes factors. Monitoring progress and creating space to experiment and to reflect are other aspects of succes.