90 World-Class Activities by 90 World-Class Trainers

Presenting xix

Section 1:Training and Consulting Topics 1

Chapter 1: Change Management 3

Choosing Structure to Fit Intentions 5
Phil Grosnick

Benefits and Risks 8
Peggy G. Hutcheson, Ph.D.

Change—But Don’t Drop the Customer 10
Muralidhar Rao,B.Tech,PGDM,with Max Rodrigues, M.Sc., LL.B,Dip Ind’l Mgt.

Hot Buttons 14
Joanne G. Sujansky, Ph.D.,CSP

Chapter 2: Coaching,Mentoring, and Feedback 19

How to Be Impressive When Meeting Someone New 21
Kevin Daley

Admiration/Fantasy Exercise 24
Beverly Kaye, Ed.D.

360 Feedback 27
Stephen K.Merman,Ed.D.,PCC,CPCC

The Last Time You Were Appreciated 29
Bob Nelson, Ph.D.

Chapter 3: Communication 31

The Truth Be Known 33
Dianna Booher,CSP,CPAE

Learn to Drive a Motorcycle—with Style 36
Marjorie Brody,CSP,CMC,PCC

Hello! Hello! Can You Hear Me Now?! 38
Debra A.Dinnocenzo, M.A.

Picture That 41
Deborah Dumaine

Mute Instructions 44
Jaime Galvez

Domination Identification 47
Kristina Gow

Metaphorically Speaking 51
Ann Herrmann-Nehdi

Open Their Fists 53
Elliott Masie

Line Up! 55
Agnieszka Niziol-Kaplucha

Four Facts 58
Bob Pike,CSP,CPAE

The Shape of Things to Come 61
Suzanne Adele Schmidt,Ph.D.

Chapter 4: Conflict and Collaboration 65

Force Follows Force Blindly 66
Thomas Crum

The Cost of Conflict 68
Herb Kindler,Ph.D.

Resolving Conflict: Easy as ABCD 71
Darryl L. Sink, Ed.D.

Magic Matters 79
Richard T.Whelan, M.A.

Cross the Line 82
Joe Willmore

Chapter 5: Creativity 85

Creativity and Collaboration Eggsperiment 86
Mimi Banta

Doubling Up on Creativity 89
M.K.Key, Ph.D.

What’s in the Box? 94
Lenn Millbower,B.M., M.A.

Scavenger Bingo 97
Steve Sugar,M.B.A.

Tell Me Why 104
Arthur B.VanGundy, Ph.D.

Chapter 6: Customer Service 109

Special Delivery 110
Chip R. Bell, Ph.D.

A Customer Service Dream 113
William J. Rothwell, Ph.D., SPHR,FLMT,CTDP, with Dennis E. Gilbert

Chapter 7: Diversity and Differences 121

Building Cross-Cultural Awareness 122
Carol J. Friday, M.A.

Animal Magnetism 125
Phil Green,B.Ed.,Adv. Dipl. in Primary Ed.,Cert. Ed.

Diversity Crossword Puzzle 128
Julie O’Mara

Inspirational Parables in the Multiethnic Swirl 135
Edwina Pio, Ph.D.

Chapter 8: Leadership 143

Developing Your Leadership Point of View 144
Marjorie Blanchard, Ph.D.

Quotable Leaders 147
Marlene Caroselli, Ed.D.

Credo Memo 151
Jim Kouzes

Board of Encouragement 159
Jean G.Lamkin, Ph.D.

Leadership Beanbag Volleyball 165
Robert C.Preziosi,D.P.A.

Laser Beam Bounce 168
Lorraine L.Ukens, M.S.

Chapter 9: Organizations and Process Improvement 171

Diagramming a Complex System 173
Mary L.Broad

Process Improvement in Action 177
Richard Chang,Ph.D.

Training Vehicles 188
Jack Zenger,D.B.A.

Chapter 10: Self-Management:Time,Meetings, and Values 191

What’s Your Priority? 192
Jean Barbazette

Meeting Norms 196
John H.O.Purnell, M.S.

Balancing Your Week 199
Benoit Savard,B.Sc.,M.B.A., and Daniel Genest,B.Sc.

Prioritize Your Values 208
Bob Younglove, M.Ed., M.A.

Chapter 11: Solving Problems and Making Decisions 211

Test for Consensus: A Straw Poll 212
Kristin J.Arnold,M.B.A.,CMC,CPF,CSP

Six Thinking Hats® Quick Assessment 215
Edward de Bono,Ph.D.

Three-Stage, Successive, Rotating Group Problem Resolution 219
David W. Jamieson, Ph.D.

Tri-State:A Multiple Role Play 225
Hank B. Karp,Ph.D.

Oh,You Animal 236
Richard V.Michaels, M.Ed.,CDP,CCP

Chapter 12:Teamwork 239

Paper Bridge 241
Dave Arch

T-Shirt Team 243
Elaine Biech

Tower Team 248
Barbara Pate Glacel, Ph.D.

Commonalities and Uniquenesses 256
Barbara A. Glanz,CSP

Our Similarities 259
Takako Kawashima, M.A.

Personal Responsibility Pledge 261
Jeffrey Russell and Linda Russell

What Do We Know About Teams? 264
Mary B.Wacker

The Paper Project 279
Edie West, M.Ed.

Section 2:Training Tools and Skill Development 283

Chapter 13:Trainer and Speaker Skills 285

Stand-Up Skills 286
Geoff Bellman

Eyecatching 291
Björn Fiedler

Ten Requirements for Effective Training 295
Donald L.Kirkpatrick, Ph.D.

Chapter 14:Tools for Trainers 299

Bearly There 301
Pole R. Bear

Are You Sure? 303
Andy Beaulieu

Online Q & A 309
Zane L. Berge, Ph.D.

Birds-of-a-Feather 313
Sharon L.Bowman,M.A.

Four Corners Exercise 317
Stephen L.Cohen, Ph.D.,CPT

People Hunt 319
Lois B.Hart, Ed.D.

Question Queue 324
Patricia A.McLagan, M.A.

Penny for Your Thoughts 327
Beth A. Schimel,Pharm.D.

Hit or Myth 330
Harold D. Stolovitch, Ph.D.,CPT, and Erica J.Keeps, M.Ed.,CPT

We’re All a Piece of the Puzzle 333
Linda Byars Swindling, J.D.,CSP

Thirty-Five 335
Sivasailam “Thiagi”Thiagarajan, Ph.D.

Getting Senior Managers to Think Creatively 338
William N.Yeomans

Chapter 15: Icebreakers and Energizers 341

Incorporation 343
B.Kim Barnes

Little-Known Fact 346
Pat Cataldo,M.B.A.

What’s My Line? 348
Peter R.Garber

At the Movies 350
Karen Lawson, Ph.D.,CSP

On Time Top Ten Trivia 354
Dana Gaines Robinson and James C. Robinson

Alphabet Adjectives 357
Max Rodrigues, M.Sc., LL.B,Dip Ind’l Mgt.

Bingo 359
Edward E. Scannell,CMP,CSP

Penny Toss 362
Michal Foriest Settles, Ed.D.

Chapter 16: Closure: Reviewing Content and Transferring Knowledge 365

Race to Remember 367
Brooke Broadbent, M.A.

I Got It 370
Fanny Caballero

Reviewing and Reinforcing with a Beat 372
Robert “Bob”W. Lucas,B.S., M.A.,CPLP

Quick Content Quiz 375
Anntoinette “Toni” Lucia

Overcoming Barriers 377
Jack J. Phillips,Ph.D.

Word Wheel 380
Bill Sewell, M.P.A.

Index Card Match 383
Mel Silberman, Ph.D.

About the Editor 387