Preface.
Acknowledgements.
Introduction.
Chapter One: Getting Acquainted.
1. Alphabetical Circle: A Fun Way to Learn Names and a Lot More.
2. Group Résumé: Who We Are Collectively.
3. Things We Have in Common: Getting to Know You.
4. Predictions: Making Guesses About Co-Participants.
5. Introductory Go-Arounds: Brief Self-Disclosures.
6. What’s in a Name? My Story.
Chapter Two: Communication.
7. Communication Tokens: An Awareness Exercise.
8. Direct Communication: You Write the Scripts.
9. Explaining Something Complicated: Avoiding Information Dumps.
10. Obtaining Participation: Using Different Formats.
Chapter Three: Assertive Behavior.
11. Concerns About Confronting Employees: Overcoming the Anxiety.
12. Assertive Starters: Ways to Begin an Assertive Message.
13. Non-Verbal Persuasion: Assessing Its Impact.
14. Refusing Unwanted Requests: Practicing Saying No.
15. Stating Complaints and Requesting Change: Skill Practice.
Chapter Four: Influencing Others.
16. Alligator River: Looking at People with Different Glasses.
17. Question First: The Best Way to Overcome Resistance.
18. Influencing Others: Four Role-Play Scenarios.
19. Getting Your Foot in the Door: Avoiding Rejection.
Chapter Five: Conflict and Negotiation.
20. Views of Conflict: A Word Association Game.
21. What You Bring to Conflict Situations: Experiencing Different Styles.
22. The Ten-Thousand-Dollar Challenge: Working Through a Conflict.
23. Role Reversal: Arguing the Flip Side.
24. Rating Methods to Deal with Conflict: Yours and Theirs.
25. Breaking a Stalemate: Steps to Move Forward.
Chapter Six: Creativity and Problem Solving.
26. Getting Ready for Brainstorming: Creative Warm-Ups.
27. Part Changing: Demonstrating a Technique to Increase Creativity.
28. Brainwriting: An Alternative to Generating Ideas Verbally.
29. Inspired Cut-Outs: Freeing the Mind.
30. Wearing Someone Else’s Shoes: Taking a Different Perspective.
31. Making Decisions After Brainstorming: Narrowing the Options.
Chapter Seven: Diversity.
32. Being in the Minority: Simulating an Everyday Reality.
33. I’ve Been Curious: Questions I Have Been Afraid to Ask.
34. Setting the Record Straight: Things About Me and Others Like Me.
35. Unlocking Memories: Self-Disclosures in a Diverse Group.
Chapter Eight: Facilitating Teams.
36. Multi-Voting: A Constructive Way to Make Decisions.
37. Rotating Facilitators: Practicing Effective Facilitation.
38. Card Exchange: A Unique Way to Stimulate Discussion.
39. The Problem with Majority Voting: A Double Whammy.
40. Changing the Rules: Altering Group Process.
41. Removing Egos: A Tool for Team Facilitators.
Chapter Nine: Exchanging Feedback.
42. Animal Metaphors: An Exercise in Obtaining Honest Feedback.
43. Giving Effective Feedback: Wheaties Over Donuts.
44. Judging the Impact of Words: Applications to Giving Feedback.
45. When Asking for or Giving Feedback Is Challenging: Your Advice.
Chapter Ten: Leadership.
46. The Window Shade of Decision Making.
47. Mirroring: Experiencing the Joys and Tribulations of Being a Leader.
48. Going Outside Comfort Zones: Brief Exercises in Change.
49. Changes You Would to Make: Dreaming Beyond the Status Quo.
Chapter Eleven: Teaching and Coaching Employees.
50. Making Butterflies: It’s Not What You Say That Counts.
51. Brain-Friendly Teaching: Using Four Key Principles.
52. Building Skills Through Role Plays: You Have Options.
53. The Components of Effective Coaching: Observing the Process.
54. Show But Not Tell: Upping the Stakes.
Chapter Twelve: Understanding Others.
55. Avoiding Labels: Interpreting Behavior Objectively.
56. Be Curious, Not Furious: Five Ways to Understand Others.
57. Comparing Yourself to Others: Looking for Differences and Similarities.
58. The Three C’s What Makes People Difficult.
Chapter Thirteen: Sales and Customer Service.
59. A Convincing Sales Presentation: Warm-Up Practice.
60. Dissatisfied Customers: How to Win Them Over.
61. To Consult or Not Consult: Assessing Your Selling Style.
62. Your Company’s Sales Philosophy: How Do You Treat Customers?
Chapter Fourteen: Building.
63. The Stages of Team Development: A Card Sorting Activity.
64. Television Commercial: An Unusual Team-Building Activity.
65. Creative House Building: An Exercise in Teamwork.
66. Fishbowl Meeting: Observing Group Process.
67. Making Paper Cups: Simulating a Learning Organization.
68. Are You a Team Player? Things Team Players Do.
69. Paper Airplanes: The Power of Collaboration.
Chapter Fifteen: Train the Trainer.
70. Active Vacations: Topics versus Objectives.
71. Design Challenges: Planning How to Achieve Training Objectives.
72. Energizers: Ways to Wake Up or Relax a Training Group.
73. Has This Ever Happened to You? Making Team Learning Work.
74. Training Styles: Three Continua.
75. You Have Many Options: Increasing Your Training Repertoire.
About the Author.
