Elaine Biech is the author and editor of more than three dozen books, including The Business of Consulting, Marketing Your Consulting Services, and The Consultant's Quick Start Guide, all published by Pfeiffer. She is president of ebb associates inc, an organizational development firm that helps organizations work through large-scale change. She has been in the training and consulting field for twenty-six years and conducts strategic planning sessions, facilitates team building, and implements corporate-wide systems.

• Presenting xixSection 1:Training and Consulting Topics 1Chapter 1: Change Management 3Choosing Structure to Fit Intentions 5Phil GrosnickBenefits and Risks 8Peggy G. Hutcheson, Ph.D.Change—But Don’t Drop the Customer 10Muralidhar Rao,B.Tech,PGDM,with Max Rodrigues, M.Sc., LL.B,Dip Ind’l Mgt.Hot Buttons 14Joanne G. Sujansky, Ph.D.,CSPChapter 2: Coaching,Mentoring, and Feedback 19How to Be Impressive When Meeting Someone New 21Kevin DaleyAdmiration/Fantasy Exercise 24Beverly Kaye, Ed.D.360 Feedback 27Stephen K.Merman,Ed.D.,PCC,CPCCThe Last Time You Were Appreciated 29Bob Nelson, Ph.D.Chapter 3: Communication 31The Truth Be Known 33Dianna Booher,CSP,CPAELearn to Drive a Motorcycle—with Style 36Marjorie Brody,CSP,CMC,PCCHello! Hello! Can You Hear Me Now?! 38Debra A.Dinnocenzo, M.A.Picture That 41Deborah DumaineMute Instructions 44Jaime GalvezDomination Identification 47Kristina GowMetaphorically Speaking 51Ann Herrmann-Nehdi Open Their Fists 53Elliott MasieLine Up! 55Agnieszka Niziol-KapluchaFour Facts 58Bob Pike,CSP,CPAEThe Shape of Things to Come 61Suzanne Adele Schmidt,Ph.D.Chapter 4: Conflict and Collaboration 65Force Follows Force Blindly 66Thomas CrumThe Cost of Conflict 68Herb Kindler,Ph.D.Resolving Conflict: Easy as ABCD 71Darryl L. Sink, Ed.D.Magic Matters 79Richard T.Whelan, M.A.Cross the Line 82Joe WillmoreChapter 5: Creativity 85Creativity and Collaboration Eggsperiment 86Mimi BantaDoubling Up on Creativity 89M.K.Key, Ph.D.What’s in the Box? 94Lenn Millbower,B.M., M.A.Scavenger Bingo 97Steve Sugar,M.B.A.Tell Me Why 104Arthur B.VanGundy, Ph.D.Chapter 6: Customer Service 109Special Delivery 110Chip R. Bell, Ph.D.A Customer Service Dream 113William J. Rothwell, Ph.D., SPHR,FLMT,CTDP, with Dennis E. GilbertChapter 7: Diversity and Differences 121Building Cross-Cultural Awareness 122Carol J. Friday, M.A.Animal Magnetism 125Phil Green,B.Ed.,Adv. Dipl. in Primary Ed.,Cert. Ed.Diversity Crossword Puzzle 128Julie O’MaraInspirational Parables in the Multiethnic Swirl 135Edwina Pio, Ph.D.Chapter 8: Leadership 143Developing Your Leadership Point of View 144Marjorie Blanchard, Ph.D.Quotable Leaders 147Marlene Caroselli, Ed.D.Credo Memo 151Jim KouzesBoard of Encouragement 159Jean G.Lamkin, Ph.D.Leadership Beanbag Volleyball 165Robert C.Preziosi,D.P.A.Laser Beam Bounce 168Lorraine L.Ukens, M.S.Chapter 9: Organizations and Process Improvement 171Diagramming a Complex System 173Mary L.BroadProcess Improvement in Action 177Richard Chang,Ph.D.Training Vehicles 188Jack Zenger,D.B.A.Chapter 10: Self-Management:Time,Meetings, and Values 191What’s Your Priority? 192Jean BarbazetteMeeting Norms 196John H.O.Purnell, M.S.Balancing Your Week 199Benoit Savard,B.Sc.,M.B.A., and Daniel Genest,B.Sc.Prioritize Your Values 208Bob Younglove, M.Ed., M.A.Chapter 11: Solving Problems and Making Decisions 211Test for Consensus: A Straw Poll 212Kristin J.Arnold,M.B.A.,CMC,CPF,CSPSix Thinking Hats® Quick Assessment 215Edward de Bono,Ph.D.Three-Stage, Successive, Rotating Group Problem Resolution 219David W. Jamieson, Ph.D.Tri-State:A Multiple Role Play 225Hank B. Karp,Ph.D.Oh,You Animal 236Richard V.Michaels, M.Ed.,CDP,CCPChapter 12:Teamwork 239 Paper Bridge 241Dave ArchT-Shirt Team 243Elaine BiechTower Team 248Barbara Pate Glacel, Ph.D.Commonalities and Uniquenesses 256Barbara A. Glanz,CSPOur Similarities 259Takako Kawashima, M.A.Personal Responsibility Pledge 261Jeffrey Russell and Linda RussellWhat Do We Know About Teams? 264Mary B.WackerThe Paper Project 279Edie West, M.Ed.Section 2:Training Tools and Skill Development 283Chapter 13:Trainer and Speaker Skills 285 Stand-Up Skills 286Geoff BellmanEyecatching 291Björn FiedlerTen Requirements for Effective Training 295Donald L.Kirkpatrick, Ph.D.Chapter 14:Tools for Trainers 299 Bearly There 301Pole R. BearAre You Sure? 303Andy BeaulieuOnline Q & A 309Zane L. Berge, Ph.D.Birds-of-a-Feather 313Sharon L.Bowman,M.A.Four Corners Exercise 317Stephen L.Cohen, Ph.D.,CPTPeople Hunt 319Lois B.Hart, Ed.D.Question Queue 324Patricia A.McLagan, M.A.Penny for Your Thoughts 327Beth A. Schimel,Pharm.D.Hit or Myth 330Harold D. Stolovitch, Ph.D.,CPT, and Erica J.Keeps, M.Ed.,CPTWe’re All a Piece of the Puzzle 333Linda Byars Swindling, J.D.,CSPThirty-Five 335Sivasailam “Thiagi”Thiagarajan, Ph.D.Getting Senior Managers to Think Creatively 338William N.YeomansChapter 15: Icebreakers and Energizers 341Incorporation 343B.Kim BarnesLittle-Known Fact 346Pat Cataldo,M.B.A.What’s My Line? 348Peter R.GarberAt the Movies 350Karen Lawson, Ph.D.,CSPOn Time Top Ten Trivia 354Dana Gaines Robinson and James C. RobinsonAlphabet Adjectives 357Max Rodrigues, M.Sc., LL.B,Dip Ind’l Mgt.Bingo 359Edward E. Scannell,CMP,CSPPenny Toss 362Michal Foriest Settles, Ed.D.Chapter 16: Closure: Reviewing Content and Transferring Knowledge 365Race to Remember 367Brooke Broadbent, M.A.I Got It 370Fanny CaballeroReviewing and Reinforcing with a Beat 372Robert “Bob”W. Lucas,B.S., M.A.,CPLPQuick Content Quiz 375Anntoinette “Toni” LuciaOvercoming Barriers 377Jack J. Phillips,Ph.D.Word Wheel 380Bill Sewell, M.P.A.Index Card Match 383Mel Silberman, Ph.D.About the Editor 387

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