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                                                                                          Pg 4
        for HR managers, consultants,
        corporate trainers, librarian,
        and professors
        SEPTEMBER 2001

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                                    w   it h
                                                    colleagues and frie nds”
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            Your Business Partner to Improve Staff Performance and Productivity

s   Audio       s Books          s   Assessment            s“Do-it-yourself” workshops
                s Software            s Games           s Posters    s Video             Pg 36
      2                                                                                                                                                                                                                                                                               3

                                                                          Ready-to-use sexual harassment                                      Add a worldwide business perspective to your                               New from the authors of our best-selling
                                  50 Activities for                       awareness and prevention programs                                   leadership and executive development programs!                             Train-the-Trainer Workshop
                                  Developing Emotional
                                  Intelligence                                                                                                                            Global Competence                                                            Skills for Internal
                                  Adele B. Lynn                                                           Preventing Sexual                                               50 Training Activities for Succeeding                                        Consultants Workshop
                                  Emotional Intelligence explains why,                                    Harassment in the                                               in International Business                                                    Penny L. Ittner, Donald G. Roberts & Alex
                                  despite equal intellectual capacity,
                                  training, or experience, some people
                                                                                                          Workplace                                                       Jonamay Lambert, Selma Myers & George Simons                                 F. Douds
                                  excel while others of the same                                          Professional Resources, Inc.                                     Today most executives and managers need                                      In the past, staff members operated
caliber lag behind. Certain competencies are found repeatedly in high                                                                                                      to have an international business and                                        as experts and advisers, telling
performers at all levels, from customer service representatives to                                       Promote a harassment-free                                         cross-cultural perspective. Global                                           organizational leaders what they
CEOs. As trainers we must find ways to build these talents labeled                                       work environment and equip                                        Competence includes 50 training activities                                   should and should not do in running
EQ (emotional intelligence quotient). The 50 reproducible activities      your employees with the skills to effectively deal with incidents   and self-development exercises to prepare your personnel for               their organizations. Today’s fast-moving, competitive environment
in this resource book focus on developing the following set of talents:   of sexual harassment. This timely new workshop outlines the         international assignments, and develop better understanding of             requires staff members to assume a different role, that of an
self-awareness and control, empathy, social expertness, personal          responsibility of today’s managers and supervisors in respect       cross-cultural communication. Compiled by a team of experts from           internal consultant who partners with clients to help them
influence, and mastery of vision.                                         to the issue of sexual harassment. Using case studies, group        around the world, these ready-to-use activities have been tested and       achieve organizational goals. This workshop provides
                                                                          discussion, and participant audits, the workshop provides an        refined for a wide variety of international businesses and                 fundamental consulting skills to enable people to function
Selected Contents                                                         atmosphere of trust and safety which allows participants to         organizations. They are ideal for both preparing people to work,           effectively as internal consultants.
                                                                          communicate openly.                                                 market, negotiate, and otherwise do business with people in Asia,
Emotional Intelligence — What Is It?        Action / Reaction
A Coach’s / Trainer’s Guide to Helping      Visions Apply to People Too
                                                                          This workshop addresses a wide range of issues such as              Latin America, and Europe and to prepare foreign nationals for             You will be able to:
                                                                          personal responsibility and proactive strategies. It explores       working in the U.S.
Leaders Improve EQ                                                                                                                                                                                                       • Use systematic consulting processes in performing as an
                                            Advice from the Pros          the causes and consequences of sexual harassment on the
                                                                                                                                                                                                                           internal consultant
How to Use This Guide
                                            Steps for Growth              individual and the organization. Participants are provided with     Selected Contents
Guide to the 50 EQ Activities                                             the legal definition of sexual harassment and are given advice                                                                                 • Build client credibility and maintain a strong client relationship
                                            More Reflections                                                                                  Foreward                               Conducting the intercultural
                                                                          on how to personally deal with an incident.                                                                                                      throughout the consulting process
Suggested Training Formats                                                                                                                                                           meeting
                                                                                                                                              Introduction—How to use
                                                                                                                                              this book                              Networking across cultures          Contents
                                                                                                                                              See differences and similarities       Describe and draw                   •   General Consulting Concepts

                                                                          Challenge assumptions and biases that might                         Working with unfamiliar
                                                                                                                                                                                     Managing time across cultures       •   Contracting with the Client
                                                                                                                                                                                                                         •   Collecting and Analyzing Data
                                                                          otherwise go unexamined                                             Who am I? Who are you?
                                                                                                                                                                                     Cross-cultural dialogues
                                                                                                                                                                                                                         •   Feeding Back Organizational Data
                                     50 Activities for                                                                                        Response to difference scale
                                                                                                                                                                                     Values and behavior patterns
                                                                                                                                                                                                                         •   Implementing Change
                                     Diversity Training                                                                                       Cultural awareness through
                                                                                                                                                                                     Life in another language
                                                                                                                                                                                     Interpreting: Your turn
                                                                                                                                                                                                                         •   Evaluating Consulting Projects
                                                                                                                                              self-reflection                                                            •   Ending/Extending Consultant Contracts
                                     Jonamay Lambert & Selma Myers                                        The Questions of                    Building with differences
                                                                                                                                                                                     How do you trust?
                                     The 50 activities in this
                                     resource book have been                                              Diversity:                          Mixed messages
                                                                                                                                                                                     My most frustrating culture clash
                                     tested with hundreds of                                              Reproducible Assessment                                                    Expatriate role analysis
                                                                                                                                              The transcultural communicator
  participants to ensure that they are appropriate and effective for
  a variety of diversity training needs. Employees at all levels will                                     Tools for Organizations                                                    The cross-cultural forum                                         Card Games for
  be stimulated by interactively learning about cultural and                                              and Individuals                                                                                                                             Developing Teams
  gender differences, and mastering new skills for communicating
                                                                                                          Dr. George F. Simons &
  more effectively in our diverse workplaces. Each activity is
  ready to use and includes trainer’s notes and all necessary                                             Dr. Bob Abramms                                                 Adult Learning                                                              Gayle Stuebe & Susan El-Shamy
  handouts and overhead transparency masters.                             The Questions of Diversity is a collection of tools that have                                   Principles Workshop                                                        This versatile team development tool
                                                                                                                                                                                                                                                     consists of a series of games for
                                                                          been found useful for exploring an organization’s willingness                                   Sharon G. Fisher                                                           developing team effectiveness.
  Training Objectives                  Training Methods                   and ability to function effectively in a multicultural                                                                                         The playing cards represent behavioral characteristics of effective
                                                                                                                                                                          Effective trainers need to recognize and
     • Illustrate how cultural            • Icebreakers                   environment. Organizations committed to diversity issues                                        accommodate the different learning styles of   teams and are designed to stimulate thinking and discussion.
       differences may impact                                             cannot afford to be without this valuable collection of tools.                                  the adults they teach. This newly revised
       behavior                           • Role-plays                                                                                                                                                                   The cards are divided into four sections of thirteen cards each.
                                          • Participative exercises       The Questions of Diversity assessement provides some                                            edition of our classic adult learning          Each section covers an essential area of team development and is
     • Increase awareness of                                              important questions, whose answers you will evaluate in line                                    workshop includes updated exercises and
       the impact of culture in                                                                                                                                                                                          indicated on each card by an icon in the upper right-hand corner.
                                          • Mini case studies             with your own organization’s goals and objectives.                  new material on knowledge retention and other topics vital to the
       the workplace                                                                                                                                                                                                     The four areas of team development are: unity, communication,
     • Demonstrate skills for          Time Guidelines                    It includes fully reproducible instruments to help you
                                                                                                                                              success of today’s trainers. All lessons are presented in an               support, and performance.
                                                                                                                                              easy-to-implement train-the-trainer format.
       managing a culturally           Activities take between 15         implement diversity efforts in your organization. All of the                                                                                   Card Games for Developing Teams includes discussion games,
       diverse workforce               and 45 minutes to complete.        instruments are also included on diskette for easy                  Workshop Includes                                                          card sorting and assessment games, acting and artistic games,
     • Address issues of                                                  customization.                                                                                                                                 as well as games involving the implementation of behaviors for
                                                                                                                                                 • Complete lesson plans and notes for the instructor
       gender in the workplace                                                                                                                                                                                           team effectiveness. A learning objective is given for each game and
                                                                                                                                                 • Handouts                                                              activity along with a short summary and the approximate time
                                                                                                                                                 • Overhead transparency masters                                         needed. The simplest and most effective way to use the cards is for
                                                                                                                                                 • Assessments and worksheets for participants                           group discussion games and activities.
                                                                                                                                                 • 1 Participant Coursebook
       4                                                                                                                                                                                                                                                                                                                     5

A completely revised and updated edition of a                                 If you’re not evaluating training, you’re missing                          Gauge Personal Creativity in Your Organization!                              Looking for a new way to view, filter, and
training classic                                                              the best opportunity to make training count                                                                                                             mentally frame what you see in the world?
                                                                                                                                                                                                                                      Systems Thinking is it!
                               The Training Needs                                                            Evaluating Training
                               Analysis Toolkit                                                              A resource for measuring the
                                                                                                                                                                                                     Personal Creativity                                             The Complete
                               Sharon Bartram & Brenda Gibson                                                results and impact of training                                                                                                                          Guide to Systems
                              Make your training count! Whether you
                                                                                                             on people, departments, and                                                             Assessment                                                      Thinking & Learning
                              are a seasoned or inexperienced                                                organizations                                                                           Alexander Hiam
                              training professional, making your                                                                                                                                                                                                     Stephen G. Haines
                                                                                                             Sharon Bartram & Brenda Gibson                                                         Are you creative? You
                              training count is the number one way to                                                                                                                                                                                                The Complete Guide to Systems
                                                                                                           Training is the catalyst for change in                                                   probably are, everyone is
                              influence the future success of your                                                                                                                                                                                                   Thinking and Learning uses the
                              organization. The way to do this is to                                       how people do things. Evaluating the                                                     capable of creative thinking at
                                                                                                                                                                                                                                                                     The Systems Thinking Approach™ to
                              match all training directly to the needs of                                  training is the means by which change                                                    some level. However, it is
                                                                                                                                                                                                                                                                     guide transformation change in our
                              the organization and the people in it.                                       is activated. Evaluation is often                                                        revealing to look closely at
                                                                                                                                                                                                                                      personal lives and organizations. Systems Thinking was first
This unique manual will show you how to do just that! Use this Toolkit        neglected or done piecemeal. Evaluating Training will bring a fresh                                                   the barriers and enablers of
                                                                                                                                                                                                                                      popularized in 1990 by Peter Senge with his best-selling book,
as a resource for analyzing training needs, selecting training                perspective to what you already do to evaluate training and help           creativity and to see which ones relate to you. By doing this you can        The Fifth Discipline. Unlike Analytical Thinking where the parts are
strategies, and developing training plans to meet the identified needs.       make evaluation easier so that it is not neglected.                        not only gauge how creative your workplace behavior is right now, but        primary and the whole is secondary, in Systems Thinking, the
                                                                              The more you train and the more you evaluate training, the more            you can also identify how to make it more creative.                          whole is primary and the parts are secondary.
This all new second edition contains 22 reproducible instruments and
surveys for gathering information at all levels of your organization.         likely you are to create an environment where learning is a natural        The Personal Creativity Assessment (PCA) allows an individual to             The Complete Guide to Systems Thinking and Learning explains
It includes proven techniques for transforming your data into realistic       part of the daily routine. Evaluating Training offers practical, yet       quickly determine how they measure up in the realm of creativity.            how to use simple concepts and specific tools to move you from
training strategies and solutions. All of the instruments and surveys         creative ways to measure results and the impact of training. It will       The 62-item assessment correlates to 31 creativity barriers and 31           theory to practice and from chaos and complexity to elegant
are also provided on diskette so you can edit them to reflect                 help you take stock of all the stages in your training and, by using       creativity enablers. The PCA also provides useful instructions on how        simplicity. This book will enable you to make the shift from seeing
company-specific information, goals, and objectives.                          the instruments, activate the changes you want your training to            to either overcome or enhance barriers and enablers. Presented in a          elements, structures, and functions to seeing the process,
                                                                              achieve.                                                                   nonthreatening format, the PCA is an excellent activity to conduct in a      interrelationships, and outcomes.
With this Toolkit you will be able to:                                        Evaluating training is more than just a good idea; it is a vital part of   workshop or group setting where creativity is an issue.
    • Provide focus and direction to your training investment                 the training process. Planning for evaluation while in the early stages
                                                                                                                                                         The Leader’s Guide, Creativity by Design, provides a complete
                                                                              of program development will provide stimulation and focus for you and
    • Identify top-priority training needs and learn techniques for
      meeting them                                                            ensure that the program will accomplish what you want it to.
                                                                                                                                                         explanation of the rationale behind the PCA, as well as detailed
                                                                                                                                                         instructions for conducting the assessment. The Leader’s Guide also
                                                                                                                                                                                                                                                                  Learning Style
    • Systematically plan for training                                                                                                                   includes step-by-step guidance for integrating the PCA into a training                                   Questionnaire
    • Explore a variety of ways to gather information at all levels of                                                                                   program. The Manager’s Pocket Guide to Creativity, by Alexander
      an organization                                                         How can you make learning as accessible and                                Hiam, is also available as a handout for participants.
                                                                                                                                                                                                                                                                  Chris Hutcheson
    • Transform information into realistic training strategies and plans      easy-to-use as many of the everyday tools we                                                                                                                                          Based on the research of some of
    • Measure your training department’s return on investment                                                                                                                                                                                                       the leading experts in the field,
    • Quantify the contribution training makes to overall                     use? Find out how with this timely new book!                               A completely revised and updated version of the                                                            The Learning Style Questionnaire
      organizational growth and success                                                                                                                                                                                                                             measures a participant’s preferred
                                                                                                                                                         all-time best-selling Train-the-Trainer Workshop                                                           method of learning in four different
                                                                                                                                                                                                                                                                    learning styles: participating,
Mind-opening activities to promote problem                                                                                                                                                 Over 10,000 copies sold!                   reflecting, structuring, and experimenting. Each of the twenty
                                                                                                                                                                                                                                      questions asked in the questionnaire has four possible answers.
solving and decision-making skills                                                                         On-Demand Learning:                                                                                                        Each of the answers represents one of four possible learning
                                                                                                           Training in the New Millennium
                                                                                                                                                                                           Train-the-Trainer                          styles. By ranking the four possible answers according to their
                                Quick Wits                                                                                                                                                 Workshop                                   degree of preference, participants identify their preferred learning
                                                                                                           Darin E. Hartley, M.Ed.                                                                                                    style. This also represents the particular stage (or stages) of the
                                A Compendium of Critical                                                                                                                                   Penny L. Ittner & Alex F. Douds            experiential learning cycle in which they prefer to operate.
                                                                                                           On-Demand Learning is learning
                                Thinking Skills                                                            available and accessible to the                                                This proven workshop is for the             An understanding of the different learning styles helps
                                Dr. Marlene Caroselli                                                      end-user… now. Not in six weeks on a                                           nonprofessional trainer who must            participants select the approach for specific learning situations
                                                                              wait list… Not in a scheduled class starting next month on Mondays,                                         develop and conduct training sessions       that will yield the best results. With quick and easy administration
                                Quick Wits is the ultimate                    Wednesdays, and Fridays… Not with a particular instructor or               on occasion. As jobs change and re-training is needed at an                  (under 45 minutes), The Learning Style Questionnaire is an
                                wit-sharpening book! This compendium          professor at a predetermined time. It is now.                              increasing rate, more and more managers and team leaders are being           essential resource for trainers and managers involved in adult
                                of activities will add real value to your                                                                                called upon to do training that was formerly done by experienced             learning.
                                                                              The e-society we live in today heightens the life-long learner’s need
                                training by taking critical thinking skills                                                                              trainers. This workshop provides even the most inexperienced staff
                                                                              for instant gratification. One can do nearly anything on the web, or                                                                                    The Leader’s Guide includes a diskette with 15 transparency
out of the box and into the workplace. Learners will sharpen their                                                                                       members with a solid foundation of the basic skills needed to be an
                                                                              over the phone, or with a fax in a self-service fashion when needed.                                                                                    masters. Users can present a PowerPoint slide show by using
critical thinking skills and develop thought processes that are                                                                                          effective trainer.
                                                                              This insatiable desire for on-demand and self-service now will                                                                                          the disk.
creative, accurate, and assumption-free. Each activity illustrates
                                                                              transcend into the learning arena.
how the cognitive principle can be taken back to the workplace and                                                                                                                                                                                                                                          ICIPATING

                                                                                                                                                         Revised Edition Includes

put into practice. The activities cover a wide range of skills and            Managers and professionals in the learning industry can either get                                                                                      What’s Your Learning Style?                                            60

promote discovery on both the individual and team levels.                     prepared for this and take proactive steps to change the old                  •   Completely new chapter on evaluating training                                                                                                40


Comprehensive trainer’s notes detail the concepts and outline                 learning model… or lag behind and try to catch up to the learning             •   An inventory to assess participants’ learning styles                                                                    80   60   40    20        20    40   60   80

the procedures for successfully reaching the training objectives.             innovators in the coming millennium.                                          •   62 additional overhead transparency masters

                                                                                                                                                                                                                                                                                  EX P

Participants will walk away from the training armed with new skills                                                                                                                                                                                                                                          40

and processes for critically viewing workplace issues that demand                                                                                           •   Updated case studies                                                                                                                         60

appropriate and decisive action.                                                                                                                                                                                                                                                                       STRU
   6                                                                                                                                                                                                                                                                                       7

Learn how to build and use effective                                                              Training House
flip charts!                                                                                      Assessment Kit
                                                                                                  25 Reproducible Assessment
                                Flip Chart Magic                                                  Exercises, Self-Inventories,
                                Dave Arch & Ivar Torgrimson with an                               Tests, and Survey Instruments
                                introduction by Robert W. Pike, CSP                               Training House                                   Three realistic adventure
                                 Flip Chart Magic takes you                                                                                    simulations set in America’s most
                                                                                                   What makes top-performing managers
                                 step-by-step through the             successful and effective in their jobs? And what do you need to               popular scenic wonder!
                                 process of building and using        develop in order to achieve similar success?
                                 effective flip charts in training                                                                               Take participants on an unforgettable            breathtaking video tour of the sites within       This crisis management simulation, set on
                                 sessions. Divided into three         The majority of American managers and supervisors work for firms           learning adventure! Set in the Grand             the Grand Canyon where the simulations            the Colorado River, gives groups practice in
                                 sections with color coded pages      with fewer than 100 employees—firms that lack the resources to             Canyon, these stimulating new group              take place. It will motivate and focus            building consensus and action planning.
                                 (Need to Know / Nice to Know /       offer management-development programs. This collection of                  activities provide an adventurous backdrop       participants on the activities, and ensure        1–2 hours.
                                 Where to Find), the book             self-assessment exercises was created to fill that gap and provide         for enthusiastic participant involvement and     high-impact learning.
comes with its own set of flip chart markers so that you can          every manager and supervisor with professional-development                 memorable skill building in creativity,                                                            Use Grand Canyon Adventures
immediately begin applying the concepts and principles                materials designed for high performance.                                   collaboration, and group consensus.                                                                for active learning in:
presented. Flip Chart Magic is literally “A Seminar in a Book!”       Over 100,000 participants have successfully used these materials                                                            Hiking Out of Lava Falls
                                                                                                                                                                                                                                                        • Creativity and Problem Solving
The front half of the book is a more basic course and the back        in Training House programs, but the secret to the long-term                More than the usual consensus-                   A Creative Problem-Solving
half of the book is a more advanced course on the subject of                                                                                                                                                                                            • Collaboration
effective flip chart use. Flip Chart Magic also contains a
                                                                      effectiveness of these materials is they are based on the belief that      building activities                              Adventure
                                                                      before you can build on your strengths, you must first identify what                                                                                                              • Teamwork
“Bonus Section” with seventeen transparency masters for               they are and how they relate to job effectiveness. Each self-              The creative design of the participant           This activity, based on an actual event and
combining the overhead projector with the flip chart to increase                                                                                 scenario booklets gives these learning           set on canyon trails, gives team members              • Leadership
                                                                      assessment is accompanied by information explaining how the
its effectiveness even more! Includes a Mr. Sketch® Scented           scores should be interpreted, thus giving you the information you          activities a distinct advantage over other       practice in using a proven problem-solving            • Conflict Resolution
Marker four-pack, with markers in red, green, blue, and yellow.       need to set realistic goals for yourself and to then achieve them.         consensus-building simulations by                model to accomplish their survival mission.           • Consultation
                                                                                                                                                 supporting participants throughout the           1–2 hours.
                                                                      Training House believes that management begins and ends with               activity with helpful techniques and key
                                                                      measurement—measurement of needs, of goals and resources,                  learning points.                                                                                   Complete Package
All materials are included in electronic
                                                                      and of timetables. And that you can’t manage what you have not
                                                                      first assessed.                                                            Three related activities provide new             Up Deer Creek
                                                                                                                                                                                                  without a Boatman                                 Includes:
format for easy customization and printing                                                                                                       training flexibility
                                                                      Selected Contents                                                                                                                                                                 • 10 copies of Hiking Out of Lava Falls
                                                                                                                                                 The Grand Canyon Adventures package              Collaboration                                           simulation
                                                                          • Proficiency Assessment Report                                        includes three interrelated activities on
                                   Training Clips                         • Managerial/Supervisory Pre-training Planning                         problem solving, collaboration, and
                                                                                                                                                                                                  Designed for two leaders or two teams, this
                                                                                                                                                                                                  exercise provides experience in working
                                                                                                                                                                                                                                                        • 10 copies of Up Deer Creek
                                   150 Short Handouts,                    • Management Style Inventory                                           consensus decision making, which makes           together and resolving conflict. Participants
                                                                                                                                                                                                                                                        • 10 copies of Overboard in the
                                                                                                                                                 the program extremely flexible. Use all three    will assess their own effectiveness based on
                                   Discussion Starters,                   • Process Skills for Facilitators                                      activities with your entire team, or split up    three measures of collaboration. 1–2 hours.             Roaring River simulation
                                   and Checklists                         • Survey of Attitudes Toward Work                                      your group to focus on individualized skill                                                            • Scenic 18-minute full color video,
                                                                          • Personal Development Options                                         development with a single activity.                                                                      The River Song
                                   Mike Lynch & Harvey Lifton
                                   With Training Clips, you’ll find
                                                                          • Self-Awareness Profile                                               Inspiring video gets                             Overboard in                                          • Comprehensive Leader’s Guide which
                                   yourself pulling interesting           • The Assessment of Personal Traits Inventory                          participants involved                            the Roaring River                                       includes detailed debriefing
                                                                                                                                                                                                                                                          suggestions, instructions for leading
                                   training tidbits from this one-        • Personal Inventory of Needs
                                   of-a-kind manual every day—            • Job Satisfaction and Dissatisfaction
                                                                                                                                                 Start your session with The River Song, an       The Confluence of Crisis and                            adventure simulations, and valuable
                                                                                                                                                 18-minute video which sets the scene for                                                                 tips on involving and motivating
                                   for all your training needs. It                                                                               the simulations. It is an all-original,          Management
is an ideal source of short articles and informative job aids to                                                                                                                                                                                          participants.
support training classes, include in company newsletters, and
incorporate in self-study materials. Training Clips is a
timesaving resource book that contains 150 reproducible,                                              Team Workout:
insightful short pieces on a wide range of management issues
and training topics including: change management, coaching,
                                                                                                      50 Interactive                                                          Creative Training Techniques Handbook
benchmarking, creativity, employee development, ethics,                                               Activities                                                              Tips, Tactics, and How-To’s for Delivering Effective Training
leadership, employee morale, interviewing, and more than
                                                                                                       Two of the world’s leading team
20 additional topics!
                                                                                                       building facilitators bring you their                                  Second Edition
A CD-ROM with all the Training Clips in electronic format                                              best icebreakers, assessments,                                         Robert W. Pike
accompanies the book. This gives you the added flexibility to                                          games, and exercises in a user
copy clips to your PC for printing, and even allows you to                                             friendly format. Team Workout is for                                   This complete collection of training tips, tactics, and how-to’s will show you the eight steps to proper presentation
distribute clips via internal e-mail!                                                                  facilitators, team leaders, trainers,                                  preparation, how to customize training to your audience, and how to keep learners motivated both during and after
                                                                      and managers who want all the necessary materials and a step-by-                                        the training session. This second edition includes a comprehensive resource guide, activity sheets, transparencies,
                                                                      step protocol for fast and easy implementation of effective team                                        outlines, detachable index cards, and more. An invaluable resource for delivering cost-effective, high-impact training.
                                                                      development. It’s all here…the goals, time required, room set-up,                                       “Creative Training Techniques are powerful tools that provide dramatic breakthroughs in training for the new and
                                                                      materials, and detailed instructions to ensure a no-fault experience.                                   the experienced trainer. They offer participants comprehensive involvement and an experience that is
Enjoy a 5% discount on any single purchase of                         There are even debriefing questions to facilitate the transfer of                                       immediately applicable, with guaranteed results.”
    5 or more items in this product catalog                           learning back to the workplace.                                                                                                                                                           Joan Smith, Training Manager,
                                                                                                                                                                                                                                                                   Continental Eastern Airlines
   8                                                                                                                                                                                                                                                                                     9

                                                                    Coaching skills for managers and team leaders
                                                                                                                                                  Assessments from Training House
                                                                                                                                                  Each exercise includes instructions for self-scoring and interpreting the results.
                             Coaching Workshop                                                    50 Activities for
                             Thomas G. Crane
Transformational Coaching represents a new paradigm for
leaders, managers, and supervisors, as well as the culture of                                     Donna Berry, Charles Cadwell & Joe Fehrmann
work. Transformational Coaching is not a “top-down” coaching        These activities provide stimulating exercises, realistic case studies,
process in which a boss tells a subordinate what is wrong and       and creative role-plays that will enable your managers and
what to do to fix it. Instead, leaders using the Transformational   supervisors to sharpen their skills in several key coaching roles—
Coaching process build trusting relationships with the people       as team leader, facilitator, counselor, and director.
they lead or supervise. They use dialogue and listening skills
to determine, jointly with their subordinates, the next step to     Each fully reproducible activity is organized in a user-friendly format
take. As part of the new paradigm, a “feedback-rich” culture is     with detailed trainer’s notes, clear objectives, and suggested                Assessment of                                      Personal Style Assessment                     Communication
                                                                    variations for customizing the activity to meet your group’s needs.
created. This new culture sets the stage for interaction in which
all members of the team simultaneously act as players and
                                                                                                                                                  Competencies for                                   Jung-Parry Form                               Response Style
                                                                    Time Guidelines
coaches to one another. This creates egalitarian, high-trust
relationships, levels the playing field, and makes everyone’s           • 34 activities take 1 hour or less
                                                                                                                                                  Instructor Development                             This assessment is based on four              This assessment identifies a person’s
                                                                                                                                                                                                                                                   relative strength in each of four response
                                                                                                                                                                                                     behavior patterns or “psychological types”
feedback important and worthwhile.                                                                                                                Gain insight into your ability to arrange          identified by Carl Jung. Using these four     modes—critical, advising, empathic, and
                                                                        • 6 activities take between 1 and 2 hours                                 learning experiences and deliver                   behavior patterns, Sensor, Intuitor,          searching. A series of statements that
                                                                                                                                                  instructions effectively. The competencies
Complete Workshop includes:                                                                                                                       focus on factors that make for a good
                                                                                                                                                                                                     Thinker, and Feeler, you will learn the       someone at work might make are
                                                                                                                                                                                                     relative strength of each. The Personal       presented. Beside each are four
Fully reproducible Participant Workbook, Leader’s Guide, and                                                                                      instructor—the ability to analyze a
one copy of The Heart of Coaching (see below).                                                    Flex Style Negotiating                          learner’s needs, set the learning contract,
                                                                                                                                                                                                     Style Assessment measures the style of
                                                                                                                                                                                                     communication and personality, and
                                                                                                                                                                                                                                                   responses. For each of the statements
                                                                                                                                                                                                                                                   you have 3 points to assign, giving them
                                                                                                                                                  instruct both inductively and deductively,
                                                                                                  Alexander Watson Hiam                                                                              describes the implications and                to one or more of the four responses,
                                                                                                                                                  and the ability to stay learner-centered           consequences of each.                         selecting the response(s) that you would
                                                                                                  Flex Style Negotiating is a 360-degree          rather than becoming information-                                                                be most likely to make.
                                                                                                  assessment-based performance                    centered.
                                                                                                  improvement program for all
                                                                                                  professionals who rely on effective
                                                                                                  negotiation skills. It profiles participants’
                             Coaching for Results                                                 preferred negotiation styles and defines        Personal Style Assessment                          What Do You Say?                              Survey of
                             A Skills-Based Workshop                                              legitimate versus illegitimate behaviors.
                                                                                                                                                  Short Version                                      By selecting the responses that indicate
                                                                                                                                                                                                     how you are most likely to reply in 12
                                                                                                                                                                                                                                                   Organizational Climate
                                                                                                    Flex Style Negotiating uses a situational
                             Donna Berry, Charles Cadwell &                                         model to explain the negotiation
                                                                                                                                                  This assessment deals with the concept of          different situations, you will gain insight   This assessment measures employee
                             Joe Fehrmann                           process. Participants are taught to diagnose negotiation situations
                                                                                                                                                  styleflexing. One premise that underlies           into your style of influencing others.        attitude on factors such as clarity of goals,
                                                                                                                                                  the value of learning about communication          Your raw scores on the response styles        advancement, working relationships, and
                            This comprehensive new training         and adapt their behavior to maximize the likelihood of a successful
                                                                                                                                                  styles is that by determining the primary          are then tied to parent, adult, and child     management credibility. The resulting bar
                            program takes the approach that         outcome. Not only does the program define the behaviors that make
                                                                                                                                                  style of any party we’re talking with,             patterns of communication and the             graph identifies areas of strength and
                            coaching is a series of skills to be    up the participant’s style, it suggests alternative behaviors the
                                                                                                                                                  we can then communicate with them in               “paradigm shift” that is occurring in         weakness and thus helps managers to
mastered. The 12 skill modules can be facilitated individually or   negotiator can use in order to “flex his or her style” more readily and
                                                                                                                                                  their own style and be that much more              organizations committed to empowerment        generate a focused action plan with
grouped in a flexible one day or two and a half day workshop.       in more situations.
                                                                                                                                                  likely to be understood and accepted.              and Total Quality Management.                 measurable results.
                                                                    The Flex Style Negotiating program consists of two Behavioral Style           This is styleflexing.
Participants will:                                                  Assessments (Self and Other), a Situational Negotiation Strategy
   • Get valuable feedback on their coaching strengths and          Selector job aid, a Participant’s Workbook, and an Instructor’s
     weaknesses by using the Coaching Skills Assessment             Manual.
   • Learn to apply a useful four-step model—get agreement,         The Instructor’s Manual explores topics such as personal
     seek solution, follow up, and give recognition
   • Master 12 coaching competencies including goal setting,
                                                                    approaches to conflict, different styles of negotiation, and advanced
                                                                    techniques for competition and collaboration. It contains experiential                                  An Overview of On-Line Learning
     delegation, giving feedback, mentoring, and more!              activities for exploring conflict and creativity, role plays for                                        Saul Carliner Contribution by Gloria Gery
                                                                    negotiation leadership and anger, and, overall, represents a solid
Coaching for Results Complete pack Includes                         game plan for developing flexible negotiation skills.                                                   Does on-line learning confuse you? If you’re like most people in the training field, including those who have
   •   Leader’s Guide (300 pages)                                                                                                                                           already worked with on-line learning, it probably does. In An Overview of On-Line Learning the author clears away
   •   Participant Workbook                                         The Complete Flex Style Negotiating package includes                                                    the confusion by defining basic terms and concepts, and demonstrating how they relate to one another.
   •   36-Question Coaching Skills Assessment Instrument            •   One instructor manual                                                                               Produced in association with Lakewood Publications, a leading provider of on-line information and resources in
   •   Lesson plans and 50 transparency masters                     •   One participant book                                                                                the training community, this title is an excellent resource for people with an education or training background who
                                                                                                                                                                            have little experience with on-line learning. People with other backgrounds who will play a role in on-line learning,
   •   Handouts for experiential skill-building activities          •   One assessment set (1 self and a set of 3 others)                                                   or on-line learning professionals who want an intellectual framework for the complexities of on-line learning will
                                                                                                                                                                            also find it beneficial.
     10                                                                                                                                                                                                                                                                                                           11

                                        Valid behavioral style                          Use INSIGHT for                                                                                                   Twenty Reproducible                      Understand how personality characteristics
                                        feedback for                                        • Team Building
                                                                                                                                                                                                          Assessment Instruments                   affect workplace preferences and productivity
                                                                                            • Conflict and Stress Management
                                        your leaders and teams                                                                                                                                            for the New Work Culture
                                                                                            • Leadership Training
                                                                                                                                                                                                                                                                                         The Personality
                                                                                            • Interpersonal Skills, Sales, and Customer Service                                                           Philip R. Harris, Ph.D.
                                        INSIGHT Inventory                                   • Negotiation Skills Training                                                                                                                                                                AdvantageTM
                                                                                                                                                                                                      These assessments will help employees
                                        Understanding Yourself                          Have you used Myers-Briggs in the past and are looking for
                                                                                                                          ®                                                                           increase performance and experience                                                Questionnaire
                                        and Others                                      something easier to use? Have you used the DISC or one of the
                                                                                                                                                                                                      personal growth. They provide today’s                                            The Personality Advantage
                                                                                                                                                                                                      high-performance leader with the tools                                           Questionnaire is a new and
                                     Consultants and trainers have                      quadrant systems and want something valid that doesn’t label
                                                                                                                                                                           to increase self-awareness and discussion on how to improve all                                             exciting way for employees to
                                     come to appreciate the INSIGHT                     participants with a letter or a technical acronym? If so, take our
                                                                                                                                                                           levels of an organization.                                                                                  learn about themselves and
                                     Inventory’s ease of use combined                   free INSIGHT offer.
                                                                                                                                                                                                                                                                                       gain an understanding of the
                                     with practical skill development.                                                                                                     This collection of reproducible assessment                              way others see them. The PAQ is designed to identify personality
Unlike other instruments that require lengthy, expensive certification,
or that apply classifications that stereotype users, INSIGHT’s                                Email us for a FREE information brochure                                     instruments will:                                                       strengths, and set those strengths in a work context.
common sense format provides a balanced view of behavior.                                                                                                                     • Stimulate participants’ thinking and awareness about
Self-scored within 15 minutes, INSIGHT moves quickly from
                                                                                                      about INSIGHT Inventory                                                   themselves and others                                              Why use the Personality Advantage Questionnaire?
developing a profile to applying the learning. Participants develop                                                                                                           • Provide objective feedback about behavior and performance          Each of us responds differently to different working environments,
important behavior skills, including how to flex their style to manage                                                                                                                                                                             and each of us functions best in an environment that matches our
conflict and facilitate team work. The instrument’s clarity and its                     The complete pack includes                                                            • Serve as a basis for discussion and learning, as well as for
                                                                                                                                                                                personal and organizational development                            personality characteristics. The PAQ examines work preferences in
uncomplicated format allow you to integrate it into existing training, or                   • 1 training manual, a 45-minute video, 1 set of inventory                                                                                             the context of one’s personality, and identifies the situations in
make it the centerpiece of a program.                                                         (Form A, B and other)                                                        The Assessments                                                         which one is most likely to flourish and be effective. It is the perfect
                                                                                                                                                                                                                                                   tool for career development programs, since the more employees
                                                                                                                                                                            1. Human Resources                      12. High-Performance
                                                                                                                                                                                                                                                   know about their personality, the more effective they will be in
                                                                                                                                                                               Inventory                                Management Inventory
                    Myers-Briggs Type Indicator
                                                                                                                 INSIGHT Inventory          ®
                                                                                                                                                                                                                                                   choosing work environments in which they will excel. The
                                                                                                                                                                            2. Leadership Motivation                13. Management                 Personality Advantage Questionnaire can also be used in the
                                                                             Classification                                                                                    Inventory                                Communications Inventory   interviewing and selection process by matching job candidates with
                                                                                                                                                                            3. Values Imprint Survey                14. Managing People Skills     jobs that complement their work styles.
   Type Indicator: the Myers-Briggs provides type codes, i.e., ENFP, INTJ,             Trait Measure: INSIGHT provides relative strength of behavior tendencies on                                                      Inventory
   INFJ, etc. Emphasis is on understanding the characteristics of the                  four traits. The interpretation emphasizes the strength of each individual trait     4. Quality of Life Index
   16 different types. Types are seen as stable and non-changing.                      and what environments a behavior is displayed in. Traits are viewed as relatively                                            15. Intercultural Relations
                                                                                                                                                                            5. Relocation Preparation                                               New Single-disk Administration and
                                                                                       enduring yet flexible and changeable based on environmental influences.                                                          Inventory
                                                                                                                                                                                                                    16. Inventory of                Reporting
                                                                                                                                                                            6. Change Inventory for
                                                                                Results                                                                                                                                 Transformational            No cumbersome software packages are
                                                                                                                                                                                                                        Management Skills           involved—The Personality Advantage
   The 16 Type classifications based on extremes of four opposite indices:             Two profiles, work style and personal style, are produced reflecting the             7. Force Field Analysis
                                                                                                                                                                                                                    17. Organizational Culture      Questionnaire is administered with an all new,
                                                                                       interaction of the four personality traits and influences in each of the two            Inventory
        introversion-extroversion                                                                                                                                                                                       Survey                      easy-to-use system:
                                                                                       environments. The four traits:                                                       8. Group Maturity Analysis
        sensing-intuition                                                                                                                                                                                           18. Organization                   1. Insert the disk in your computer.
        thinking-feeling                                                                     getting your way (direct or indirect)                                          9. Individual Behavior                      Communication Analysis
                                                                                             responding to people (outgoing or reserved)                                       Analysis                                                                2. Complete the questionnaire directly from the disk
        judging-perception                                                                                                                                                                                          19. Organizational Role &
                                                                                             pacing activity (steady or urgent)                                            10. Team Performance Survey                  Relationships Inventory           (no complicated, time-consuming software installation!).
   The sixteen types: ISTJ, ISFJ, INFJ, INTJ, ISTP, ISFP, INFP, INTP, ESTP,
   ESFP, ENTP, ESTJ, ESFJ, ENFJ, ENTJ                                                        dealing with details (unstructured or precise)                                11. Team Synergy Analysis                20. Organizational Meetings        3. Print the detailed narrative report and discard the disk
                                                                                                                                                                               Inventory                                Management Inventory              when you are finished.
                                                                       System of Rating
   Self-rating only: results reflect the test taker’s view of him/herself.             Both self-rating and 360° feedback from others. Important learning
                                                                                       occurs when one compares the self-perception profile to feedback profiles
                                                                                       that are generated from the perceptions of others.
                                                                                                                                                                                                           The Six Principles                                                     Planning and Managing
                                                                     Administration Time                                                                                                                   of Successful                                                          Human Resources
   Form G: 94 items, 30 minutes to score and complete.                                 6–8 minutes to complete                                                                                             Self-Management                                                        Strategic Planning for Personnel
                                                                                       5–7 minutes to score and plot results                                                                                                                                                      Management
                                                                                                                                                                                                           A Guidebook for Using the
                                                                                                                                                                                                                                                                                  William J. Rothwell & H.C. Kazanas
                                                                                                                                                                                                           Personality Preference Profile
                                                                                                                                                                                                                                                                                 Use this book as a guide to
                                                                                                                                                                             Steven R. Phillips, Ph.D., & William H. Bergquist, Ph.D.
                             The Training and Development Sourcebook                                                                                                         This companion manual can be used by participants as a
                                                                                                                                                                                                                                                                                 continuously improve the functions of
                                                                                                                                                                                                                                                                                 your personnel department by
                             Second Edition                                                                                                                                  self-study guide or by a trainer to conduct a workshop on the                                       establishing a strategic human
                                                                                                                                                                             Personality Preference Profile. It includes discussion guidelines,    resources plan that will contribute to your organization’s business
                             Edited by: Craig Eric Schneier, Ph.D., Craig J. Russell, Ph.D., Richard W. Beatty, Ph.D., & Lloyd S. Baird, Ph.D.                               theory explanations, exercises, and overhead transparency             plan. This book examines the human resource manager’s roles as
                                                                                                                                                                             masters. The manual also includes a fully reproducible                organization coordinator, work analyst, work force analyst, auditor,
                             Every informed trainer should have a copy of this thoroughly revised and updated version of the training classic.                                                                                                     forecaster, and integrator. Several case studies and exercises are
                                                                                                                                                                             instrument called the Personality Preferences Profile Feedback
                             This sourcebook will keep you up-to-date on current training trends with over 50 of the most important new articles                                                                                                   provided for practicing, discussing, and carrying out the planning
                                                                                                                                                                             Scale which participants can give to co-workers in order to gain
                             written by leading practitioners in the training field. Also included are over 50 fully reproducible training tools and                                                                                               process.
                                                                                                                                                                             another person’s perspective on their style.
                             instruments to save you valuable time in new program development and delivery.
     12                                                                                                                                                                                                                                                                                                                                                       13

Give your salespeople the competitive edge                                                                                                 The Project Management                                                                                       Post-Heroic Leadership
                                Performance-Based                                                                                          Tool Kit                                                                                                     Managing the Virtual Organization
                                                                                                                                           Assessments, Training Materials,                                                                             James P. Eicher, John E. Jones &
                                Sales Training                                                                                                                                                                                                          William L. Bearley
                                                                                                                                           Job Aids                                                                                                                                                                                      Trainer’s Assessment
                                Building a Sales Curriculum That                                                                                                                                                                                        Globalization, changing customer demands,
                                                                                                                                           Clay Durr & Deborah Duarte
                                Enables Your Sales People to                                                                                                                                                                                            rapidly evolving technologies—all these                                          of Proficiency (TAP)
                                                                                                                                                                                                                                                        forces have caused organizations to
                                Sell More                                                                  Projects are a way of life, in both
                                                                                                                                                                                                                                                        reassess their basic function and structure.                                     Training House
                                                                                                           technical and nontechnical disciplines:
                                Jerry Rosen                                 human resources, finance, procurement, marketing, and other                                                                                                                 One effect of this evolution has been the      Other than the evaluation sheets that participants turn in at
                                                                            functional areas use projects to get work done. Improving your                                                                                                              need of the organization to reassess the       the end of a training session, most instructors get very little
                                 This manual offers a soup-to-nuts                                                                                                                                                                                      requirements of their leaders.
                                 breakdown of the various steps an          existing project management skills will increase your organizational                                                                                                                                                       feedback on how they are doing and where they can improve.
organization’s trainers or managers must take to develop sales              and individual performance. The Project Management Tool Kit is a                                                                             The authors have identified two paradigms of leadership: Heroic and           But, their growth and development depend on more than
training that gives their salespeople a critical advantage over the         comprehensive resource that identifies the competencies for                                                                                  Post-Heroic. In general, the Heroic Leader operates in a traditional          the reactions of their learners. Professional expertise and
competition. Who should read this book? Anyone involved in creating         successful project managers and                                                                                                              hierarchy with command, control, and reporting structure. The Post-Heroic     established standards for classroom performance should be
sales training, or anyone interested in supporting the readiness of their   organizations; provides                                                                                                                      Leader operates in a role set where effectiveness is more a result of         applied.
organization’s sales force.                                                 reproducible assessments to                                                                                                                  persuasion and communication than authority. Post-Heroic Leaders              That’s why TAP was created. It measures an instructor’s
                                                                            measure organization and                                                                                                                     interact with more individuals than direct reports, including suppliers,      relative strengths on key skills, generating a Proficiency
This book is specifically designed to (1) help you define the                                                                                                                                                            customers, and other managers.
components of a successful sales training curriculum; (2) follow a          individual strengths; facilitates                                                                                                                                                                                          Profile that pinpoints developmental needs and defines the
generic step-by-step process which can be used as a model for               developmental action planning;                                                                                                               The instrument itself consists of 40 items based on the scales below that     competencies critical to the effective delivery of training.
developing more effective sales training; and (3) use highly practical      includes comprehensive facilitator                                                                                                           differentiate Heroic Leadership from Post-Heroic Leadership:                  TAP is a three-hour video-based program for instructors and
performance tools at precisely your point of need in the sales training     instructions (including handouts and                                                                                                                                                                                       course designers to assess 12 key instructional skills, identify
development cycle.                                                          transparency masters for a half- and                                                                                                             Heroic Leadership          Post-Heroic Leadership                         needs and opportunities, and form Individual Development
                                                                            full-day training program); and has self-                                                                                                                                                                                  Plans.
                                                                                                                                                                                                                                  Omnipotence                   Empowerment
Includes 28 Sales Training Tools on Disk!                                   instructional job aids and a case study.
                                                                                                                                                                                                                                   Rightness                      Risk Taking
The book is accompanied by a floppy disk containing the sales                                                                                                                                                                                                                                          The 12 Competencies
training performance tools for quick, easy modification and printing.                                                                                                                                                             Face Saving                     Participation
                                                                            Use The Project Management Tool Kit to:                                                                                                                                                                                    • Assessing Needs and Entering Behavior
                                                                                                                                                                                                                                Co-Dependency                    Development                           • Analyzing Participants and Situations
                                                                               • Introduce competency orientation to your project management
                                                                               • Evaluate organization readiness and individual project                                                                                                                                                                • Applying Classroom Facilitation Skills
                                The Personality                                  management skills                                                                                                                       The Post-Heroic Leadership (PHL) materials consist of the                     • Maintaining Adult Relationships
                                Preference Profile                             • Conduct group training                                                                                                                  following:                                                                    • Building toward Transfer Training
                                Steven R. Phillips, Ph.D., &                   • Provide useful job aids for intact project team planning                                                                                Leader’s Guide—The 60-page Leader’s Guide consists of four parts:             • Managing Classroom Time Effectively
                                William H. Bergquist, Ph.D.                    • Apply project management to concepts such as knowledge                                                                                  Understanding Post-Heroic Leadership, Technical Information,                  • Setting Objectives and Terminal Behavior
                                                                                 management                                                                                                                              Post-Heroic Workshop and Exercises, and References.
                                 Domain Preference Theory is based                                                                                                                                                                                                                                     • Eliciting Relevant Responses and Testing
                                 on a single, unifying belief: that all        • Analyze your current project management processes                                                                                       Assessment Set—1 PHL-Self and PHL-Other (set of 3)
                                                                                                                                                                                                                                                                                                       • Forming Questions and Probes Effectively
                                 individuals seek to achieve a sense                                                                                                                                                     •   Self Assessment—This 32-page booklet contains the PHL instrument,
                                 of meaning and personal                                                                                                                                                                                                                                               • Giving Feedback and Reinforcement
                                                                                                                                                                                                                             interpretive materials, and action planning for self-improvement.
                                 significance in life. The Personality      The Project Management Tool Kit includes:                                                                                                        The PHL-Self can be used in either an instructor-led program or for       • Getting All Learners to Participate
                                 Preference Profile is a pragmatic             • Comprehensive Facilitator’s Guide (with overhead masters and                                                                                self-study.                                                               • Displaying Good Flow, Logic, and Organization
  self-assessment that allows individuals to better understand their             PowerPointTM slide disk)                                                                                                                •   Other Assessment—For multi-rater assessments, each Other
  potential and what it will take to achieve a sense of personal               • A half-day and full-day training program                                                                                                    Assessment booklet contains the materials for conducting three
  meaning and significance in their lives and work.
                                                                                                                                                                                                                             (3) Other assessments.
                                                                                                                                                                                                                                                                                                       The Complete TAP Package includes:
                                                                               • Two reproducible competency assessments with a
  Drawing on Abraham Maslow’s theory of self-actualization and                   developmental resource guide for action planning                                                                                                                                                                      One Facilitator’s Guide with:
  what Erich Fromm described as our quest “to achieve happiness                                                                                                                                                                                                                                        • One VHS Videocassette, containing a class in session and a
  by the full realization of reason, love, and productive work,” The           • Two reproducible organization readiness assessments with
                                                                                                                                                                                                                                                                                                         discussion and critique by Dr. Scott Parry
                                                                                 recommended actions
  Personality Preference Profile is a powerful development tool for:
                                                                               • Four copies of the Project Management Workbook with
                                                                                                                                                                                                                                                     Experiential Training                             • How to administer TAP booklet containing guidelines for
      • Self-Management: Participants will learn skills for taking
        charge of their lives and becoming the kind of self-
                                                                                 processes and forms                                                                                                                                                 Activities for Outside and In                       running the TAP program
                                                                                                                                                                                                                                                                                                       • The video script for analysis
        managing individuals required in today’s work                          • Four copies of the “Knowledge Management Case Study” to                                                                                                             Carmine M. Consalvo
        environment.                                                             illustrate the use of project management principles and tools                                                                                                                                                         • Handouts of Scoring Your TAP Responses
                                                                                                                                                                                                                                                      Use these physically engaging activities in a    • One Participant Workbook with Scoring Guide, Response
      • Managing Personal Change: Participants identify                                                                                                                                                                                               fresh air, outdoor setting as a stimulating
        changes they need to make in such areas as work,                              Ready!                               Set!                                                      Go!                                                                                                                 Sheet, The Feedback and Critique portion of the script, and
                                                                                      Module 1
                                                                                                                        Module 2
                                                                                                                      Beginning Projects
                                                                                                                                                                                  Module 3
                                                                                                                                                                                  Starting Work
                                                                                                                                                                                                                                                      change of pace for your training sessions.         Individual Development Plan
        problem solving, conflict management, and learning.                             Projects
                                                                                                                                                                                                                                                      While there are definite benefits to staging
      • Problem Solving: The personality types identified by this                       Understanding      Pre-             Charter        Participant   Planning                 Execution                    Closing
                                                                                                                                                                                                                         these activities outside, most of them work equally well indoors and only
                                                                                          Projects       Planning                           Selection
        instrument use remarkably distinct problem-solving styles                                                                                                                                                        require readily available, low-cost materials. Complete set-up instructions
        and strategies, which makes this one of the most powerful                                          Task
                                                                                                                                                         Product    Controlling               Evaluation
                                                                                                                                                                                                                         and game guidelines are included for all 36 exercises. Each activity takes
                                                                                                                                                                    Measurement                   Reporting

        problem-solving models available.                                                                 Project
                                                                                                                                                                                                                         between 1 and 3 hours.
                                                                                                        Management                                       Schedule                                 Corrective
                                                                                                         Selection                                                                                 Action

      • Conflict Management: Participants will learn several                                                                                                                                                                                                                                             Enjoy a 5% discount on any single purchase of
                                                                                                                                                                      Analysis                Assessment
        ways to manage a wide range of conflicts more effectively.                                                                                         Cost

                                                                                                                                                                                                                                                                                                             5 or more items in this product catalog
  14                                                                                                                                                                                                                                                                             15

                                                                     Ready-to-Use Workshops to Impact                                                             Balancing Personal and                                           Conflict Style Inventory
                             50 Activities for                       Service Performance!
                             Developing Leaders                                                                                                                   Professional Ethics                                              Dr. Marshall Sashkin

                             Lois B. Hart, Ed.D.
                                                                                                                                                                  A Trainer’s Guide with                                           This instrument assesses individual approaches to
                                                                                                                                                                                                                                   conflict and shows how to make conflict a
                                                                                                                                                                  Reproducible Exercises,                                          constructive, rather than destructive, force in your
                             This unique volume offers
                             ready-to-use, proven activities to
                                                                                                                                                                  Handouts, and Case Studies                                       workplace. This revised and improved edition includes
                                                                                                                                                                                                                                   new scales that measure a team’s approach to
                             introduce and develop key skills in                                                                                                  Sheryl Ankerstar, R.N., B.S.N., &                                conflict as well as each individual’s approach.
                             leadership training. Each activity                                                                                                   David Dalke, D.Min.
includes clear objectives, detailed instructions on how to run the                                                                                                                                         The instrument consists of 10 vignettes which describe realistic workplace
activity, and reproducible participant materials.                                                                                        This fully reproducible new trainer’s guide goes beyond just      conflicts. For each vignette, participants are presented with five possible
                                                                                                                                         talking about ethics in the workplace. It utilizes thought-       responses to the conflict, and are instructed to indicate which ones most
Training Objectives                                                                                                                      provoking activities and case studies to stimulate new            closely describe how they would actually deal with the situation. The results
                                                                                                                                         thinking and new ways for making sound ethical decisions.         give respondents an accurate assessment and understanding of their own
   • Develop key leadership skills
                                                                                                                                         To complement this process the guide includes a tool called       natural approaches to dealing with conflict, and provide a starting point for
   • Recognize and address skills needing furtherdevelopment                                                                             the Ethical Question Cycle and step-by-step guidelines for        developing the skills necessary to begin managing conflict constructively.
   • Identify ability to take risks and initiate change                                                                                  developing a code of ethics. All the training material is fully
   • Encourage creativity to enhance visioning skills                                                                                    reproducible, and is offered in a sequence that prompts           The Trainer’s Guide provides explanations of each vignette and discussion of
                                                                                                                                         participants to examine how their personal ethics impact          typical responses to each. It also includes workshop designs, a lecturette,
   • Build strategies for personal development
                                                                                                                                         relationships with co-workers, management, and customers.         overhead transparency masters, norms, and references. Managing Conflict
                                                                                                                                                                                                           Constructively is a helpful participant handout which provides background
                                                                     20 Training Workshops for                                           As the trainer, your goal is to provide an environment for all
                                                                                                                                         participants to share their ideas and feelings. This
                                                                                                                                                                                                           information on conflict management.

Competency-based self-assessment                                     Customer Service                                                    guidebook will show you how. Each chapter contains notes
                                                                                                                                         for the facilitator along with approximate time limits for each
for managers                                                         Enhance customer service at all levels of your organization with    explanation, activity, and summary exercise. Includes                                      The MbM Questionnaire
                                                                     these two volumes of 20 ready-to-use training workshops. Each       workshop designs for 2-hour, halfday, and full-day sessions.
                                                                     workshop includes detailed trainer’s notes, transparency masters,                                                                                              Managing by Motivation, Third Edition
                             MDQ                                     and participant handouts. All materials are fully reproducible
                                                                     which makes them an excellent value for your training dollar!
                                                                                                                                                                                                                                    Dr. Marshall Sashkin
                             Management Development                                                                                                               Web-Based                                                           Increase management effectiveness through improved
                             Questionnaire                           Selected Contents                                                                                                                                                motivation skills. This proven instrument is based on

                             Alan Cameron, The Test Agency           Volume 1
                                                                                                                                                                  Interactive Learning                                                the classic motivation theories of Maslow and
                                                                                                                                                                                                                                      Herzberg which identify motivating factors in terms of
                          The MDQ is a competency-based              Who Are My Customers? • Moments of Truth • Thinking Sales •                                  Activities                                                          an individual’s security, social, self-esteem, and
                                                                                                                                                                                                           self-actualization needs. Managers will learn to understand their own
                          self-assessment that identifies a          Complaints and You • Beating the Clock • Teamwork • Managing                                 Dave Arch & Sue Ensz                     motivations as well as take into account employees’ motivations as they relate
                          manager’s strengths and weaknesses         Customer Service
                                                                                                                                                                                                           to performance and change issues. MbM teaches managers how to capitalize
                          and pinpoints areas for development.                                                                           Classroom trainers have proven the importance of                  on employees’ natural motivators rather than focusing on external motivators
                          The foundation the MDQ is built on is      Volume 2                                                            interactive activities for maintaining participant interest,      that are less relevant to them.
a set of 20 key competencies shown to be critical to successful      Mission Statements • Service Action Plans • Setting Standards of    replenishing audience energy, and increasing content
managerial performance.                                                                                                                  retention. However, many activities suitable to the               This instrument is a stimulating new addition to existing supervisory and
                                                                     Service • Measuring Customer Service • The Internal Customer
                                                                                                                                         classroom don't translate well to that web-based                  management development workshops on change, teams, and leadership.
The 160-item questionnaire takes approximately 35 minutes to                                                                                                                                               The 20-item questionnaire can be completed and self-scored in 15 minutes,
complete and measures 20 competency dimensions covering the                                                                              environment so popular with corporate and educational
                                                                                                                                                                                                           and includes brief and insightful interpretive material. A companion Trainer’s
following five factors:                                                                                                                  trainers today.
                                                                                                                                                                                                           Guide includes training designs, a lecturette, norms, and references.
   1. Managing Change                      4. Results Orientation                               360° Feedback                            What activities work online?
   2. Planning and Organizing              5. Leadership
                                                                                                Strategies, Tactics, and
   3. Interpersonal Skills
                                                                                                Techniques for Developing                This book helps to answer that question.                                                  Instructional Design for
Administration and Scoring                                                                      Leaders                                  The first of its kind—this book contains 53 openers,                                      Web-based Training
The MDQ is easy to administer and score. The questionnaire can                                  John E. Jones, Ph.D., &                  closers, energizers and review techniques for web-based                                   Kerri Conrad & TrainingLinks
be computer-administered using the TestBase software system,                                                                             training design (including web-based CBT, asynchronous
                                                                                                William L. Bearley, Ed.D.                                                                                                          Instructional Design for Web-based Training blends
or given as a pencil and paper instrument.                                                                                               and synchronous classed, text-based, and audio and/or
                                                                                                 Find out how the emerging               video conferencing)!                                                                      instructional design and development tasks with web
Interpretation                                                                                   technology of multi-source                                                                                                        design issues to outline a methodology for creating
                                                                                                                                         And every activity works in the classroom as well! Since all                              effective web-based training (WBT).
The TestBase software system produces a comprehensive                                            assessment and feedback
                                                                                                 (360° feedback) can benefit your        of the activities are written from the perspective of being
narrative report and profile chart which examines each of the                                                                                                                                              This book is based on the perspective that effective WBT does not derive
                                                                     organization. This handbook presents concrete methods for           used in the most limiting of all web-based venues—
five competency factors. Guidance is provided by both profile and                                                                                                                                          solely from the use of Internet technology, but must be founded on proven
                                                                     creating, adapting, and using survey methods to provide sharply     asynchronous text-based instruction, the reader can be            instructional design techniques as well. Each chapter addresses key
narrative reports on how to develop low and mid-range
management competencies. The User’s Manual provides full             targeted feedback to leaders. It contains case examples of          assured that each activity translates effectively into the less   implications such interplay can have for a WBT project team, target learners,
interpretative details for users of the pencil and paper version,    applications of 360° feedback and spells out steps for creating     limiting environments of audio/video conferencing and CBT.        training goals, and technical possibilities from planning through
together with validity and reliability information.                  instruments, analyzing data from them, and providing feedback in    Using this book as a resource, the trainer will be able to        implementation.
                                                                     ways that both inform and inspire. The authors give step-by-step    easily find NEW content-related activities for increasing the     This book is intended as a detailed how-to primer that integrates
                                                                     methods for using the best practices and avoiding the many          interaction and energy in their web-based trainings.              fundamental principles with the nuts and bolts of WBT development.
       Email us for FREE information brochure                        pitfalls of 360° assessment and feedback.
                                                                                                                                         Thanks to the accompanying CD it will be a snap to then           It addresses salient issues for instructional designers seeking a reliable
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     16                                                                                                                                                                                                                                                                                          17

                                                                                                                                                          A practical, stand-alone
                     The Big 5 Factor Assessment                                                                                                          performance aid for
                                                                                                                                                          project management.
                                                                                                                                                          Use with Project
                                      MPQ                                           Email us for FREE information brochure                                Management for Work                                                                                         A ready-to-run 1–5 day
                                     Manchester Personality                                                                                               Groups for a complete                                                                                       project management
                                     Questionnaire                                                                                                        project management                                                                                          workshop using
                                                                             Key features of the MPQ
                                                                                                                                                          training session of                                                                                         The Project Manager’s
                                     Alan Cameron, The Test Agency           • Speed: The MPQ5 questionnaire generally takes no more than
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                                     Assess personality and its                20 minutes.                                                                                                                                                                            participant workbook.
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                                   • Management Development                    person, including a computer-generated narrative report.
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                                  • Team Building
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                                                                                                                                                          The Project Manager's Partner
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Available in two versions!                                                     accurate assessment of an individual’s likely behavior at work.            With the downsizing of businesses, project management
                                                                                                                                                          is no longer a specialized profession but rather a set of
MPQ5– The “Big Five” Factors                                                 • Comprehensive Support: The MPQ Technical and User Manual                   competencies, skills, and behaviors that have general                     Project Management for Work Groups
A shorter version of the MPQ14, this form has been specially designed          covers all aspects of the test’s development and validation.               application. The work groups and individuals called on to be
for those who do not need the full set of information, but who require a                                                                                  part-time project managers need tools that will help them plan,           Facilitator’s Guide for
cost-effective look at the global measures. This quick, self-scoring                                                                                      execute, control, and close out project events. These tools               The Project Manager’s Partner
questionnaire looks at “Big Five” factors only.                                      Use TestBase Software for comprehensive,                             must be easily understood and usable right away, in real time.
                                                                                                                                                                                                                                    Michael Greer
   1. Resilience                        4. Agreeableness                            computer-based administration and reporting                           The Partner is composed of step-by-step performance tools
                                                                                                                                                                                                                                    This is a ready-to-run 1–5 day project management workshop
   2. Extroversion                      5. Creativity                                                                                                     such as checklists, worksheets, guidelines, and other valuable
                                                                                                                                                          support materials that will help plan and work through project            using The Project Manager’s Partner that ends in a fully
   3. Achievement                                                                                                                                                                                                                   articulated project plan. Project Management for Work Groups
                                                                                                                                                          events. These tools are organized around 20 key action items
                                                                                                               Using TestBase software, you               that guide the project management process.                                complements the Partner by getting your part-time project
MPQ14 – Primary Personality Dimensions                                                                         can administer, score, and print
                                                                                                                                                          The Partner also contains a glossary of project management
                                                                                                                                                                                                                                    managers working through project management processes and
                                                                                                                                                                                                                                    using the correct tools, terminology, and techniques.
The most comprehensive of the two assessments, this 120-item                                                   interpretive reports for the MDQ,          terms which will establish a clear terminology for
questionnaire covers all the factors and dimensions measured by the                                            MPQ14 and MPQ5. In addition                communications between project participants, as well as a set             Project Management for Work Groups is designed to be used
instrument.                                                                                                    to simplifying the administration          of practical instructions that support the use of project                 either by the novice or veteran facilitator. It includes guidelines
                                                                                                               of the tests, TestBase produces            management software.                                                      for fast customization to fit different time constraints and work
   1. Originality                        8. Rationality                                                                                                                                                                             environments.
                                                                                detailed interpretive reports that discuss the impact of the
   2. Openness to Change                 9. Assertiveness                       individual’s profile on personal competence in:                           The Partner is based on the established best practices in the
                                                                                                                                                          field, as featured in the Project Management Institute’s Body of          To ensure performance outcomes are met, an extensive
   3. Social Confidence                 10. Empathy                                                                                                                                                                                 follow-up coaching guide enables the facilitator to guide,
                                                                                    • Managing innovation      • Teamwork                                 Knowledge (PMBOK).
   4. Communicativeness                 11. Independence                                                                                                                                                                            instruct, facilitate, and benchmark the participant's project as
   5. Rule Consciousness                12. Competitiveness                         • Self-management          • Decision making                                                                                                    it unfolds.
   6. Conscientiousness                 13. Perfectionism                           • Management style         • Vocational interests                                                                                               Overhead masters are provided on disk in either Microsoft
   7. Decisiveness                      14. Apprehension                                                                                                                                                                            PowerPoint or Adobe Acrobat format.

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                                   Practical Tools and Techniques for Calculating Training Costs and Returns                                                                                    Leader Behavior Questionnaire
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                                          Establishing the Value of Training helps trainers and managers meet these challenges by providing                                                     out by 3–6 colleagues), leaders are able to gain an accurate 360° assessment of their leadership style in
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  18                                                                                                                                                                                                                                                                                 19

                                                                                                        The Influence Styles                 Learn 6 key reasons why groups fail to                                     Strengthen essential selling skills!
                                                                                                        Inventory                            deliver—and what to do about them!
                              ChangeAbilitator                                                                                                                                                                                                         50 Activities for Sales
                                                                                                        Dr. Marshall Sashkin
                              LHE, Inc.                                                                                                                                          The Facilitator’s                                                     Training
                                                                                                      The Influence Styles Inventory
                                                                                                                                                                                                                                                       Phillip Faris
                              The ChangeAbilitator identifies six                                     (ISI) assesses three
                                                                                                      communication styles that people
                              types of concerns people often                                                                                                                                                                                            Novice and experienced salespeople
                              experience when a change is                                             use to influence others: Passive,                                          Tools and Techniques for                                               alike will benefit from these activities
                              introduced into their team or                                           Assertive, and Aggressive.                                                 Generating Ideas and Making                                            which focus on strengthening essential
                              organization. The results will give                                     Drawing on current research that                                                                                                                  selling skills. The ready-to-use
                              both employees and managers a                                           integrates the importance of                                               Decisions in Groups                                                    activities offer practice in closing a
clear picture of the obstacles they need to overcome to                                               assertiveness with interpersonal                                           Lynn Kearny                                                            sale, developing new business,
successfully implement change in their organization.                    communication and influence, this assessment will give                                                                                          resolving customer objections, managing sales relationships, and
                                                                        managers an opportunity to analyze their influence styles.                                                Everything you need to effectively
The program includes a self-scoring Questionnaire with                                                                                                                                                                  more. All of the necessary materials are provided for you to
                                                                                                                                                                                  lead a team, plan group meetings,
guidelines to help participants develop a personal action plan,         The concept of assertiveness, and its superiority over either                                                                                   effortlessly implement the activities; they come complete with
                                                                                                                                             and foster team decision making is now available in one handy
as well as a comprehensive Leader’s Guide, which provides               aggressive or passive styles, has been demonstrated as                                                                                          trainer’s notes, feedback instruments, exercises, and simulations.
                                                                                                                                             toolkit. This collection of fully reproducible activities and techniques
information on implementation and scoring.                              effective by more than 25 years of research. Even so,                will benefit training specialists, supervisors, managers, team leaders,
                                                                        many people still confuse assertion with aggression or are           and anyone else whose job success depends on the results
ChangeAbilitator is a powerful tool for:                                unclear about the difference. The ISI is a tool not only for
• Team building—gain insight into the dynamics of the group             examining one’s preferred style but for developing a practical
                                                                                                                                             produced by groups. It includes practical guidelines for managing
                                                                                                                                             every aspect of a group or team setting.
                                                                                                                                                                                                                                                        The Portable
  and its ability to accept change                                      understanding of how the three styles can be seen to be
                                                                        different in action.                                                 If your organization is relying on team and group work to improve                                          Conference on Change
• Leadership development—implement change effectively by
  understanding employees’ concerns                                     The instrument takes about 10 minutes to complete and score.
                                                                                                                                             business processes, define needs, even reengineer the organization
                                                                                                                                             itself, this collection of activities and techniques will get you the
                                                                        Scoring is simple and visual, resulting in a graphic display and     results you need from your teams.                                                                          Alexander Watson Hiam
• Organizational development—identify concerns throughout               comparison of the three style preferences.
  the organization in order to prepare for the obstacles to
                                                                                                                                             Contents                                                                                                    This book contains real world
                                                                                                                                                                                                                                                         expertise and techniques for
                                                                                                                                                1. Creative Thinking with Groups                                                                         developing an organization-wide
                                                                                                                                                2. The Map—Specific directions for leading a group from                                                  ability to create and embrace
                                                                                                                                                   idea to decision                                                                                      fundamental change. It contains the
                                                                                                                                                                                                                        details you’ll need for planning a major transition, diagnosing a
                                                                                                                                                3. Six Basic Group Needs—How to troubleshoot a group
                                                                                                                                                                                                                        specific problem, putting a presentation or training session together,
                                                                                                                                                   that’s stuck                                                         or just shopping for leading edge practices to benchmark. It also
                                                                                                                                                4. Managing Process—Tips on keeping your group focused and              offers a systematic method for diagnosing your planning or
                                                                                                                                                   goal-oriented                                                        implementation needs.
                                    The Complete                                                       50 Activities                            5. The Toolkit—Includes 49 fully reproducible tools and activities      Includes 94 reproducible pull-out tools and models you can use in
                                    Guide to                                                           for Achieving Change                        for developing ideas and solving problems with groups,               your own work!
                                    Managing Change                                                    Barry Fletcher with Ann Bell,
                                                                                                                                                   including:                                                           Presented in a unique “conference” format, this book contains texts
                                                                                                       John Buttery & Mike Whittaker                                                                                    from actual sessions and presentations by more than two dozen of
                                    and Transition                                                                                                • Brainstorming
                                                                                                                                                  • Force Field Analysis
                                                                                                                                                                                           • Gantt Chart
                                                                                                                                                                                           • Data Dump                  today’s leading change management experts, including their
                                    Human Technology, Inc.                                                                                                                                                              hands-on tools and models.
                                                                      Training Objectives                  Training Methods                       • Manipulative Verbs                     • Ideaweaving
Whether your organization is currently undergoing significant         • Outline the process of             • 25 activities involve group          • Map the Territory                      • Poll the Group
change, or will be in the future, The Complete Guide to                 accepting change                     discussions                          • Upward Delegation                      • Jury of Peers
Managing Change and Transition will be of tremendous benefit.         • Demonstrate the need for           • 13 questionnaires and              6. User’s Guide for Selecting Tools
                                                                                                                                                                                                                                                    Changing Pace
This guide is based on the experience of organizations faced            change                               instruments highlight current
with change in an extremely complex environment. The key                                                     perceptions and identify
                                                                                                                                                                                                                                                    Outdoor Games for
tasks for success in both managing change and managing
                                                                      • Reduce conflict
                                                                                                             resistance to change                                                                                                                   Experiential Learning
people through change have been identified and incorporated
into this guide.
                                                                      • Improve communication skills
                                                                                                           • 6 role-play scenarios aid the                                 The Computer Training                                                    Carmine M. Consalvo

The Complete Guide to Managing Change and Transition
                                                                      Activities Cover                       transfer of learning from the
                                                                                                             workshop to the workplace
                                                                                                                                                                           Handbook                                                                This collection of experiential games will
                                                                                                                                                                                                                                                   enable trainers to make effective use of
contains over 100 reproducible tools, including assessments,
                                                                      • Change in the workplace
                                                                      • Developing goals for change
                                                                                                           • 6 written exercises provide                                   Second Edition                                                          the outdoors as a vehicle for learning. It
activities, and worksheets, and a Change Management Toolkit.                                                 an opportunity to express                                                                                                             contains 63 creative games that can be
This guide is designed so that each section can stand alone:          • Change and                           personal thoughts and                                         Strategies for Helping People to                                        conducted easily and safely with a
use it from beginning to end or select individual sections.             self-development                     reactions to change                                           Learn Technology                             minimum of materials and preparation. Many of the activities can be
The Complete Guide to Managing Change and Transition is                                                                                                                                                                 run equally well indoors. Each activity is presented in a standard
                                                                      • Accepting change                   Time Guidelines                                                 Elliott Masie
written to accommodate the needs of multiple levels in the                                                                                                                                                              format that includes a summary, a statement of objectives, list of
organization, from executives and managers to team leaders            • Understanding change               • 35 activities take 1–3 hours                               The resource textbook for the technology        materials required, and time requirements. The games vary in
and individual contributors. Depending on your particular role in                                                                                                       training and learning field. This best-         length from a few minutes to over an hour.
                                                                                                           • 15 activities take 3 or more
your organization’s change effort, this guide will provide you with                                                                                                     selling book provides practical solutions       Games teach: cooperation, creativity, risk taking, decision making,
best practices, tips, tools, information, and guidance to fit that                                                                                                      and hundreds of tips for new and                goal-setting, leadership, planning, problem solving, rewards, and
role.                                                                                                                                        experienced trainers facing the challenge of how to help users learn       more!
                                                                                                                                             new technology. It addresses the methods, technologies, and
                                                                                                                                             organizational issues faced by all training professionals.
  20                                                                                                                                                                                                                                                                                21

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                                                                                                                                             feedback constructively, and reacting to others’ ideas.                   process for improving team performance.

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                                  50 Activities for                                                    The Complete Guide                    This workshop focuses on resolving the types of conflicts that            When working in teams, it is critical to make decisions that all

                                  Team Building                                                        to Teams                              commonly occur in teams. Participants determine their natural             team members agree with and support. In this workshop, team
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                                                                                                       How to Build a                        Inventory. They learn techniques for assessing conflict situations        identify why consensus decision making is most beneficial in a
                                  Volumes 1 & 2                                                        Team-Based Organization               and applying the most appropriate conflict management style for           team setting.
                                  Glenn M. Parker &                                                    Human Technology, Inc.                each situation.
                                  Richard P. Kropp, Jr.
                                                                       The Complete Guide to Teams: How to Build a Team-Based
                                                                                                                                                                                                                       9. Solving Team Problems
Create high performance teams with these collections of fully          Organization will benefit you no matter where you are in the team
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                                                                       The Complete Guide to Teams is based on an exhaustive search of
Volume 1 contains creative training activities which focus on the      the available materials, interviews with team-based organizations,    objectives. A series of skill building exercises will get everyone        currently faces. By the end of the workshop participants will be
building blocks for teams, such as communication, leadership,          and the unique consulting experience of Human Technology, Inc.        working toward the common goal.                                           ready to implement solutions.
conflict resolution, and decision making. Volume 2 offers 50           This guide was written with several audiences in mind: senior
additional activities for team development and provides practice       leaders, team facilitators, and coaches. Depending on the role you    5. Planning for Team Results                                              10. Utilizing Team Members’ Abilities
on cooperation, balancing roles, and defining team objectives          play in your organization’s effort to go to teams, the guide will     This workshop enables team members to set goals and objectives            This workshop provides a framework by which teams can
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These activities are ideal for team leaders who are looking for        guidance on creating, implementing, and assessing teams.              will learn to compose goals that are supported by specific                more efficiently achieve team objectives. Teams complete this
creative activities to energize their teams but do not have the        Each part of the guide is self-contained; you may use it for a        measurable objectives.                                                    training by developing an action plan to implement improved
time to develop them. All of the activities are ready-to-use and       beginning-to-end implementation of teams, or only use the parts                                                                                 utilization of team human resources.
are fully reproducible; with little effort you can implement them      applicable to your organization’s needs.
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   have members capable of                                                                                           survey data to build a self-improvement plan.            today’s key team and facilitation issues.                            The full range and depth of topics that is covered by the material is
                                                                  This is a 2-day workshop that
   facilitating team meetings. This is a                          covers basic decision-making and                                                                            The Instructor’s Manual offers 48 in-class learning activities       demonstrated by the following list of selected contents:
                                                                                                                   • Effective teams—Includes tools to increase the
   3-day course. The core skills of                               planning tools and how these tools                                                                          and optional training designs (1, 2, 3, or 5-day) to go with the
   facilitating teams effectively are
                                                                                                                     effectiveness of the way a team accomplishes its                                                                              Selected Contents
                                                                  can be used by themselves or in                    tasks. Covers team meetings, high performance,           best-selling Faultless Facilitation Resource Guide. The
   covered in this workshop.                                      combination for making decisions                                                                            Instructor’s Manual lays out exactly how to plan, run, and           Step One: Understanding the             Step Three: Conducting the
                                                                                                                     customer focus, and other team issues.
                                                                  and planning projects.                                                                                      evaluate skill-based training for inexperienced facilitators.        Coordinator’s Responsibilities          Matching Process
                                                                                                                   • Organizational effectiveness—These survey tools
   Problem-Solving Tools &                                                                                           address the specific issue of team-based                 The Resource Guide includes “how to’s” on leading groups             • Construct a Realistic Plan            • Purpose of the Match
   Techniques                                                     Building a Quality Team                            organizations. They measure the extent to which the      and problem solving for both new and experienced facilitators.       • Develop Operational Guidance          • The Subject of Preferences
                                                                                                                     organization’s culture, structure, and systems           It covers everything from agenda setting to selecting the right
   Before you decide to address a                                 This 2-1/2 day workshop covers the                                                                                                                                               • Conduct a Proactive Program           • Concentrate on Opportunities
                                                                                                                     support a teamwork strategy.                             problem-solving tools. Use it as a participant coursebook with                                                 for Learning
   certain problem you must examine                               fundamentals of the quality                                                                                                                                                      • Coordinate with Mentees’
                                                                                                                                                                              the training program, as a self-study option, or for managers
   its cost to the organization. By                               improvement process. This is an                                                                                                                                                    Supervisors                           Step Four: Orientation and
   doing this, you can determine the                              experiential workshop that also               Some of the Instruments                                       who need to understand more about the facilitator’s role.
   cost of poor quality and then show                             recommends the use of two                                                                                                                                                        Step Two: Identifying
                                                                                                                 1. Team Player                11. Customer                                                                                        Participants                            • Develop Mentoring Skills
   the benefit of resolving the problem.                          videotapes.                                       Competency Profile             Perceptions Survey:
   This course will instruct your team                                                                                                             A Team Feedback                                                                                 • Establish Institutional Priorities    • Conduct a Special Orientation
                                                                                                                 2. Team Leader
   members in how to accomplish this.
                                                                  Workshops                                         Assessment
                                                                                                                                                                            A new, simplified, information-rich approach to                        • Determine Mentee Entry
                                                                                                                                                                                                                                                                                             for Supervisors
   This is a 1-day course.                                                                                                                    12. Management Team                                                                                    Route
                                                                  Each Workshop Includes                         3. Self-Directed Team
                                                                                                                                                  Decision Profile:         Organizational Development intervention
                                                                                                                                                  Teaming at the Top
   The Problem-Solving Process                                       • Instructor’s Guide                        4. Being Accountable         13. Team Humor
   This is a 1-1/2 day workshop that                                 • Lesson plans and activities               5. Team Member                   Quotient                                                Effective Organizational
   culminates in a 1/2-day case study.                               • Reproducible Participant                     Listening Profile
   Participants will be introduced to the                              Coursebook                                6. Team Sponsor
                                                                                                                                              14. Virtual Team
   Problem-Solving Process and the                                                                                  Assessment
   tools for Problem-Solving.
                                                                     • Transparency masters
                                                                                                                 7. Ten-Minute Team
                                                                                                                                              15. Self-Management
                                                                                                                                                  Success Factors
                                                                                                                                                                                                          A Guide to Implementation for                                             A Compendium of
                                                                                                                    Member Check-up                                                                       Management, Consultants, and                                              Icebreakers, Energizers,
                                                                                                                                              16. Quick Team Check
                                                                                                                 8. Cross-Functional
                                                                                                                    Team Conflict Survey
                                                                                                                                              17. Team Trouble Ticket
                                                                                                                                                                                                          A.B. Reynolds
                                                                                                                                                                                                                                                                                    and Introductions
                                                                                                                                              18. Team Meeting                                                                                                                      edited by Andy Kirby
                                                  25 Role Plays for                                              9. High Performance
                                                                                                                    Profile: A Mature
                                                                                                                                                  Assessment                                               This is the first book to relate
                                                  Negotiation Skills                                                Team Assessment           19. Team Success
                                                                                                                                                                                                           organizational effectiveness to
                                                                                                                                                                                                           business and take the mystery out
                                                                                                                                                                                                                                                   Select from 75 quick exercises to break down barriers, increase
                                                                                                                                                                                                                                                   motivation, and provide the best possible start to your training
                                                                                                                10. Customer Focus
                                                  Ira G. Asherman & Sandra Vance Asherman                           Survey: A Mature          20. Survey of Cross-          of executive, consultant, and trainer relationships. Filled with       program. Compiled by a team of five trainers with a wide variety of
                                                                                                                    Team Assessment               Functional Teamwork       reproducible charts, process guides, tools, and exercises, it offers   experience, the games represent a rich mixture of styles and an
                                                  Drawn from real-life experiences, these role plays                                                                        proven techniques to help you achieve success. Learn how to            extensive range of approaches. There is an index of activities by
                                                                                                                                              21. Organizational                                                                                   objective to help you choose the most appropriate activity for your
                                                  will get participants thinking and acting like                                                  Alignment                 decide what help you need, assess what must be done to run an
                                                  negotiation experts. Participants will have the                                                 Assessment                effective organization, determine the root causes of organization      application and fully reproducible participant materials are included
                                                  opportunity to practice skills like climate setting,                                                                      problems, and plan and implement successful change.                    to save you hours of preparation time.
                                                  bargaining, and settlement so they’ll be prepared
                                                  for any situation back on the job.
      24                                                                                                                                                                                                                                                                                     25

Customer Service training for the                                                                                                                                              The New Sales Game                          Learn all you need to know about facilitation
hospitality industry                                                        The definitive resource on delivering great                                                                                                    without attending an expensive workshop!
                                                                                                                                                                               Darryl S. Doane & Rose D. Sloat
                                                                            customer service
                                          “Wow, finally a customer                                                                                                             The New Sales Game is a highly
                                          service training program
                                          with a real-world focus on
                                                                                                                                                                               interactive, one-day, facilitated
                                                                                                                                                                               program that uses presentations,
                                                                                                                                                                                                                                                             The Practical Guide to
                                          hotel/motel and restaurant
                                          service standards. I can’t wait
                                                                                                                                                                               group discussion, games, and                                                  Facilitation:
                                                                                                                                                                               activities to help sales
                                          to begin to reap the benefits
                                                                                                                                                                               representatives better understand                                             A Self-Study Resource
                                          of Service Heroes.”
                                                          Tony Higdon,
                                                                                                         Customer Service                                                      their customers and develop                                                   John Farrell & Richard Weaver
                                                     Training Manager,                                   Best Practices                                                        strategies to become more effective
                                                                                                                                                                               solution providers. Participants will                                         This self-study workbook presents an
                                          Walt Disney World Swan and                                                                                                                                                                                         easy-to-understand model of
                                                         Dolphin Hotel                                   Ron Zemke & John A. Woods                                             evaluate where they are, and where
                                                                                                                                                                                                                                                             facilitation that focuses on getting
                                                                                                                                                they need to be through a creative Customer Focus Tool and an
                                                                            This practical new resource book includes 38 carefully chosen                                                                                                                    work done. It provides practical
                                                                                                                                                easy to implement Action Plan. The training concludes with an
                                                                            articles, training tools, case studies, and job aids that you can                                                                                                                guidance for managers and leaders
                                                                                                                                                entertaining group game to drive home key points.
                                                                                                                                                                                                                           who need to be successful in this role. With this guide you will learn
Service Heroes in Hospitality:                                              use to positively impact your customer service through
                                                                            training, benchmarking, and new processes.                          A comprehensive Leader’s Guide with clear objectives, a complete           how to use the role of the facilitator to improve the workplace,
A Customer Service Training Program                                         With an emphasis on what, why, and especially how-to, the
                                                                                                                                                course outline, a detailed script, questions and answers, and
                                                                                                                                                overhead transparency masters makes it simple for sales managers
                                                                                                                                                                                                                           strengthen relationships, and achieve goals.
                                                                            informaation in this book will help customer service managers,                                                                                 The convenient workbook format makes it possible to learn the role
Ben Sharpton, Universal Studios Florida                                     trainers, and frontline associates develop more effective           or trainers to facilitate the program. The New Sales Game is an            of facilitator through independent study. The Facilitation Skills
                                                                            policies and procedures.                                            easy to deliver one-day program that will energize and add a               Self-Assessment will help you to identify your current strengths and
Hotels, restaurants, theme parks, and other hospitality businesses
                                                                                                                                                powerful new dimension to your sales meetings.                             weaknesses. You can use these results to help you focus your work
are unique when it comes to customer service. Outstanding service           All materials are fully reproducible which makes them
is absolutely critical to business success, and issues such as high                                                                                                                                                        as you progress through this self-study reference. If you are a novice
                                                                            especially useful as handouts, job aids, newsletter items, and
employee turnover and increasing competition present special                training tools. In addition, selected resources are included on     Participants will learn how to:                                            facilitator, this guide will help you build a firm foundation of skills and
                                                                                                                                                                                                                           knowledge. If you are an experienced facilitator, you will deepen your
challenges.                                                                 diskette for easy customization and reproduction. We make it           • Focus on the real needs and perceptions of their customers            understanding and broaden your application of the art and science of
This one-day training program first engages participants by helping         easy for you to add, delete, or change information to suit your
                                                                                                                                                   • Proactively become solution providers                                 facilitation.
them to identify their own personal reasons for providing excellent         special needs. All materials are provided in Microsoft Word, so
customer service. Then, using contemporary role plays and other             within minutes you can add your company name and logo to               • Determine your company’s value-added services
interactive activities, your participants will understand the critical      give your resources a customized look.
importance of customer service and learn behaviors and skills that                                                                              The complete training package includes:
will enable them to exceed guest expectations.                              Tools and Resources Included
Written with inexperienced trainers in mind, the comprehensive                 • How to quantify the payoff in improved customer service
                                                                                                                                                A comprehensive Leader’s Guide, one Participant Booklet, one
                                                                                                                                                Customer Focus Tool, sixteen overhead transparency masters,
                                                                                                                                                                                                                                                             Selling with INSIGHT®
Leader’s Guide includes step-by-step instructions, class scripts,              • Special section on customer service and the Internet           game board and playing materials.                                                                            Patrick Handley, Ph.D.
training hints, and overhead masters that make it easy for site                • Special appendix—benchmarking your customer service
managers and other “part-time” trainers to deliver this five-module                                                                                                                                                                                          Improve your selling skills by better
                                                                                 with findings from the 1996 International Customer
program in one hour or half-day segments.                                        Service Association (ICSA) study                                                            Accomplish more with less                                                       understanding yourself and others
                                                                                                                                                                                                                                                             using Selling with INSIGHT.
The Participant Workbook, useful as a job aid, involves participants
with realistic case studies, interactive activities, and easy-to-master
                                                                               • Coaching for customer service                                                               through Self-Directed                                                         This new selling system uses the
                                                                               • Training tips for telephone customer service
practical tools that will positively impact their customer service skill                                                                                                     Learning!                                                                     INSIGHT Inventory (page 12) to help
                                                                                                                                                                                                                                                           people increase their sales
and attitudes.
                                                                                                                                                                                                                                                           effectiveness. It will help participants
Service Heroes in Hospitality Special Package                                                                                                                                The Sourcebook for                                                            to understand themselves and others
   • 1 Leader’s Guide with                  • 42 Overhead Masters                                      The Executive’s Guide                                                 Self-Directed Learning                        better and to use this understanding to improve their interpersonal
                                                                                                                                                                                                                           relationships with their customers. This makes it possible for
     detailed course outline                  (PowerPoint)
                                                                                                       to Competency-Based                                                   edited by Bill Rothwell & Kevin J. Sensenig   salespeople to reduce the interpersonal tension that often develops
   • Case Studies                           • 8 Participant Workbooks                                                                                                                                                      from style differences between themselves and their customers and
   • Training Units                           (44 pages)                                               Performance Improvement                  Are you faced with providing more training using fewer resources?          to create open, honest dialogue. Your sales representatives will be
                                                                                                                                                This comprehensive book introduces new concepts and tools that             able to uncover their customers’ needs and accurately match them
                                                                                                       David D. Dubois, Ph.D.                   will show you how to help your employees and associates take               with the most appropriate products and services.
                                                                                                                                                more effective responsibility for their own development.
                                                                                                       This easy-to-read book will unravel
                                Developing the                                                         the mysteries of competencies and        The editors show how to reorient traditional instructional methods
                                                                                                                                                                                                                           The Selling with INSIGHT system includes:
                                High-Performance                                                       core competence and how they are
                                                                                                       used to impact organization
                                                                                                                                                such as role plays, case studies, goal setting, and coaching for
                                                                                                                                                SDL; and also discuss more effective use of technologies such as
                                                                                                                                                                                                                                • One INSIGHT Inventory for the user to complete
                                                                                                                                                                                                                                • Seven pages of interpretation information for the INSIGHT
                                Workplace                                                              performance improvement. By
                                                                                                       reducing these otherwise difficult to
                                                                                                                                                CBT, the World Wide Web, and electronic mail for self-directed
                                                                                                                                                learning. Detailed case studies document the effectiveness of SDL.
                                                                                                                                                                                                                                • Four skill-building activities
                                David D. Dubois & William J. Rothwell                                  understand terms to useful
                                                                                                                                                Several reproducible instruments are included: learning style
                                                                            concepts in the organizational context, this concise and                                                                                            • One action planning worksheet
                            This assessment includes 55 highly                                                                                  assessment, leadership competencies, OJT techniques, learning
                                                                            comprehensive resource will give you the base of knowledge
                            specific characteristics of a                                                                                       about your organization, and individual development plans. This is
                                                                            you’ll need to begin your organization’s transformation to a
                            high-performance workplace as                                                                                       a practical guide, with ready-to-use resources to put learners in
                                                                            high performance workplace. A brief organizational
                            defined by the U.S. Department of                                                                                   charge of their own learning.
                                                                            assessment and action planning guide is included at the end
                            Labor, and provides employee
respondents with a way to offer their perceptions about the
                                                                            of each key chapter.                                                                                                                               Enjoy a 5% discount on any single purchase of
importance and the present quality of each characteristic in the                                                                                                                                                                   5 or more items in this product catalog
   26                                                                                                                                                                                                                                                                        27

                                Frontline Service
                                Rick Tate & Sam Shriver
                                                                                                                                          Train your hiring managers in competency-                                 The 1-2-3 to job relevant behavioral
                                 Now you can take advantage of the same
                                                                                                                                          based interview techniques in just a half-day!                            interviewing questions
                                 service training program used by Disney
                                 World, AT&T, Marriott, and hundreds of other
                                 companies whose success depends on                                                                                                      Interview for                                                        Interview Generator™
                                 exceptional service. This new edition of
                                 Frontline Service presents a framework for
                                                                                                                                                                         Success                                                              CD-ROM
                                 improving service where it really counts —                                                                                              A Half-Day Competency-                                               Anne Sandberg & Susan Lane
                                 at the point of contact with the customer.                                                                                              Based Workshop                                                             Interview Builder™ is an
                                 This framework provides participants with
                                                                                                                                                                         Anne Sandberg & Susan Lane                                                   easy to use database of
strategies and skills that will help them make the most of their day-to-day
interactions with people who receive their services, both inside and outside
                                                                                 Training for Managers,                                                                                                                                                competencies and
                                                                                                                                                                            Competency-based interviewing                                              behaviors. There are
their organizations.                                                             Executives, and Leaders                                                                    techniques will give your                                                 also interview questions
The program includes presentations, discussions, and application activities to                                                                                              company a strategic focus by                                            linked to each behavior.
help participants:
                                                                                 Service Leadership                                                                         allowing hiring managers to
                                                                                                                                          integrate job-specific, future-oriented competencies into their
                                                                                                                                                                                                                                                This enables a hiring manager
                                                                                                                                                                                                                    to quickly compose a behavioral interview from a list of job
  •   Understand why service plays such a crucial role in today’s competitive
      marketplace                                                                The Ten Fundamentals                                     interviews. This workshop teaches participants to identify key            specific competencies. Interview Builder™ can provide the
                                                                                                                                          competencies (characteristics that differentiate outstanding              HR professional with a means to standardize the
  •   Use natural skills and knowledge to create unique opportunities for the    Rick Tate & Gary Heil                                    performers from average performers in a given job) and build              interviewing approach for each job title in the organization.
      organization                                                                                                                        those competencies into their hiring and selection process in
                                                                                 Designed especially for managers and executives,
  •   Recover from potentially disastrous situations and retain those            this program demonstrates how to build and maintain a    order to attain this strategic focus.                                     Flexible, powerful, and easy-to-use
      customers for life                                                         superior service culture throughout an organization.     Interviewing for competencies follows a structured format which           After an interview is created, it can be retained for use in
                                                                                 Service Leadership™ presents proven strategies and       this workshop takes you through step-by-step—the interviewer              the future, or it can be edited and customized for a related
Frontline Service Special Package                                                techniques for motivating employees and leading them     builds a customized interview format for each individual position         but different job title. The database of competencies,
  •   1 Leader’s Guide                                                           in the new service economy.                              based on the duties and responsibilities of the position and              behaviors, and questions can be edited and added to as
                                                                                                                                          identifies the critical skills needed to perform these duties and         needed. Competency definitions are provided to assist in
  •   8 Participant Workbooks
                                                                                                                                          responsibilities at a superior performance level.                         the all important step of selecting the optimal
                                                                                 Teaches 10 Proven Competencies for                                                                                                 competencies for the position you are trying to fill.
            Add impact to your presentations with                                                                                         Interview for Success uses personality measures based on the              This step and others in the behavioral interviewing
                                                                                 Improving Service                                        results of a Big 5 Personality Assessment in conjunction with
                  Frontline Service videos!                                       1. Making a commitment to                               competency-based interviewing and ties the two factors
                                                                                                                                                                                                                    process are described in an instructional format in the
                                                                                                                                                                                                                    workshop, Interview for Success (see left).
                                                                                     service                                              together to assess areas, such as technical acumen and
See Frontline Service developers Rick Tate and Sam Shriver deliver
compelling customer service stories and present key customer service
                                                                                                                      See why             behavioral tendencies.                                                    Use the competencies and behaviors for
                                                                                  2. Turning mistakes into service    companies like:
concepts. These dynamic video seminars are ideal for train-the-trainer               opportunities                                        Video role plays effectively model behavioral interviewing                a host of purposes
sessions or can be used to enhance your training with frontline employees.                                               • AT&T           practices and provide learners with a structured format to                   • Targeting Training
                                                                                  3. Continuous improvement              • Cellular One   recognize and critique good and bad approaches.
                                                                                                                                                                                                                       • Management Development
              Why Service and What Is It?                                         4. Listening to — and acting on        • Disney         There is a series of Job Aids for each
                                                                                     — new ideas                                                                                                                       • Organization Development
              An introductory module which defines the basic elements                                                    • Kodak          step, a database of competencies,
              involved in providing quality service.                              5. Facilitating the changing role      • Glaxo          behaviors, and more than 300 effective                                       • Career Development
               20 minutes                                                            of management                                        behavioral interviewing questions, and a                                     • Succession Planning
                                                                                                                         • Honda
                                                                                                                                          diskette with a PowerPoint slide show and
                                                                                  6. Defining the playing field          • Whirlpool                                                                                Competencies are provided in three strata: Administrative
                Service Is Inside Out                                                                                                     overhead masters. With this easy-to-use
                                                                                                                                                                                                                    Support, Technical/Professional, Management.
                                                                                  7. Giving employees autonomy           • XEROX          tool the hiring manager or human
             Outlines the importance of internal customer service to overall                                                                                                                                        For example, with the competency, Managerial Courage,
                                                                                                                      have made these     resources professional can expertly build
             customer satisfaction.                                               8. Measuring service                                                                                                              there could be two or three behaviors in the Management
                                                                                                                      fundamentals a      a competency-based interview.
             20 minutes                                                              performance                                                                                                                    Strata, but there might be none for this competency in
                                                                                                                      key part of their                                                                             Administrative Support or Technical/Professional.
                                                                                  9. Holding everyone                 service quality
Create Uniqueness                                                                    accountable                      improvement
                                                                                                                                                                                                                    Other competencies could have behaviors in all areas.
Discusses the importance of continuously striving to become better,              10. Celebrating sustained            strategies!
faster, and different.                                                               performance
20 minutes

Pay Attention: The Customer’s Perception Counts                                                                                                                 Strategic Employee Polls
                                                                                 Service Leadership Special Package                                             The Step-by-Step Guide to Discovering What Your Employees Are Really Thinking
Demonstrates the importance of seeing things from the
                                                                                    1 Facilitator’s Guide
customer’s point of view.                                                                                                                                       Bruce Tulgan & Jeff Coombs
20 minutes                                                                          8 Participant Workbooks
                                                                                                                                                                Attitudes and opinions drive behavior. That’s why it’s important to have a mechanism for measuring and describing
Recovery: Handling Complaints                                                                                                                                   employee opinions on the wide spectrum of issues that affect performance. Even before a training needs analysis is
                                                                                                                                                                conducted, strategic employee polling can expose the best strategic direction for organization change and
Shows creative ways of turning problem situations into                                Enjoy a 5% discount on any single                                         development.
opportunities for creating a positive service reputation.                                purchase of 5 or more items
20 minutes                                                                                                                                                      The authors are founders and managing principals of RainmakerThinking, Inc., a survey research, training, and
                                                                                            in this product catalog                                             consulting firm with its origins in the political polling and consulting arena. They bring a wealth of the most
                                                                                                                                                                sophisticated survey techniques to provide this practical toolkit-style book to the training and OD practitioner.
   28                                                                                                                                                                                                                                                                                            29

                                                                                                                                                       Includes over 300 tools to implement competency initiatives
                                                                                                                                                                                            The Competency Toolkit
                                                                         Can your company                                                                                                   David D. Dubois, Ph.D., & William J. Rothwell, Ph.D.
                                                                        benefit from hiring
                                                      decisions that are 2-5 times more                                                                                                     Are you looking for a quick, yet systematic and planned approach to competency
                                                      accurate than those made by                                                                                                           assessment and competency-focused individual employee development planning?
                                                      traditionally trained interviewers?                                                                                                   Look no further! The Competency Toolkit provides you with the tools you’ll need to win key
                                                                                              The Complete Guide to                                                                         management support for, and to develop and implement powerful competency-based
                                                                                              Facilitation                                                                                  employee performance enhancement opportunities within your organization.
                                                                                                                                                                                            The Competency Toolkit contains the most innovative methods, procedures, suggestions,
Behavior Description Interviewing Training Program                                            Enabling Groups to Succeed                                                                    and materials to help your organization initiate or advance its use of competency
Tom Janz & Greg B. Mooney                                                                                                                                                                   identification and modeling technologies to its ultimate advantage.
                                                                                              Tom Justice & David Jamieson
                                                                                                                                                                        The Competency Toolkit includes the critical resources and information that a competency program manager
The best predictor of future performance is past performance in similar situations.           Why has facilitation become so important?                             needs in order to gain organization-wide support for competency identification, and to implement competency
This one-day skill-building workshop will teach your managers how to get the most             Because the cost of ineffective groups and               modeling, competency assessment, and competency-focused individual development initiatives. Also included on CD-Rom are
useful responses from candidates—responses about actual performance in past jobs              teamwork is becoming too high! This                      more than 300 overhead masters, detailed briefing presentation outlines, and the handouts for briefings that are typically needed
and accomplishments in specific work situations. This type of information—Behavior            comprehensive resource will help your team               to implement competency initiatives in an organization. In addition, comprehensive competency menus for leadership and
Description—greatly increases your ability to predict whether a candidate will be the         leaders and group facilitators prepare more              individual contributor jobs found in organizations, “do’s and don’ts,” explanations of “best practices,” a host of instruments, forms,
top performer your organization is looking for.                                               effectively for meetings, improve their group’s          competency card-sort activities, templates, and similar tools needed to implement credible competency practices, and an
Published research shows that interviewers trained in Behavior Description                    processes, and follow up to ensure more                  extensive bibliography, are valuable key components of this must-have resource!
Interviewing make hiring decisions that are two to five times more accurate than              productive outcomes from sessions.
traditionally trained interviewers. Isn’t it worth one day of training to make sure your      This book includes a wealth of practical
                                                                                                                                                       Selected Contents
managers have the skills to implement this method in your organization?                       information for inexperienced group leaders                 Volume I                                                                                        Competency-Based
                                                                                              as well as new tools for seasoned
                                                                                              facilitators—more than 100 reproducible
                                                                                                                                                          • Opening and Purpose                                                                           Performance
Workshop Objectives
   • Improve the quality of your work force by teaching managers how to select
                                                                                              forms, checklists, planning aids, and guides.
                                                                                              Selected contents are reproduced in CD-ROM
                                                                                                                                                          • Toolkit Organization
                                                                                                                                                          • Toolkit Audience
     qualified new hires who are well-suited to their positions.                              format so that you can customize tools to                   • Considerations for Using the Toolkit                                                          A Strategy for
                                                                                              meet your specific needs.
   • Integrate managers’ current interviewing practices with a Behavior Description                                                                       • Background of the Authors                                                                     Organizational Change
     Interviewing method.                                                                                                                                 • Important Definitions
                                                                                                                                                                                                                                                          David D. Dubois, Ph.D.
   • Train interviewers to recognize and counteract avoidance answers from                                                                                • Competencies and the Human Resource
     candidates.                                                                                                     Behavior                               Management System                                                                             This book presents a systematic
                                                                                                                                                                                                                                   approach to analyzing and improving performance in
   • Establish a standardized and systematic method for comparing applicants based
     on their interview responses.
                                                                                                                     description                          • Support for Competency Program Development
                                                                                                                                                          Volume II
                                                                                                                                                                                                                                   organizations. The most promising approaches to
                                                                                                                     interviewing:                        • The Basics of Competency-Based Multi-Rater
                                                                                                                                                                                                                                   systematic strategic needs analysis, competency model
                                                                                                                                                                                                                                   development, curriculum design, learning intervention
This ready-to-use training program consists of:                                                                      New, accurate,                       • What Is Competency Assessment?
                                                                                                                                                                                                                                   design and development, and program evaluation are
                                                                                                                                                                                                                                   explained. The author shows how best to implement
                                                                                                                     cost effective                       • How Are Competency-Based Multi-Rater                                   competency-based performance improvement programs.
                                                                                                                     By Tom Janz, Lowell                    Assessments Used?
Trainer’s Package                                                                                                                                                                                                                  In addition, case studies of three organizations detail the
                                                                                                                     Hellervik, David Gilmore             • Who Benefits from Using Competency-Based                               actual experiences and benefits that these organizations
   • Trainer’s Guide—Contains notes for the trainer, transparency masters, and                                                                              Multi-Rater Assessments, and How Do They Benefit?                      realized in their performance improvement efforts.
     copies of all participant materials.                                                     Behavior description interviewing directly
   • Video (59 minutes)—Supports the trainer with examples and vignettes which                benefits everyone involved with interviewing:
     demonstrate the Behavior Description Interviewing method.                                the line manager, the human resource
                                                                                              specialist and the applicant. The behavior
   • 4 Small-Group Facilitator’s Guides—One small-group facilitator is recommended            description interview proceeds from a
     for each 4–5 participants in the program to ensure proper transfer of skills.            structured pattern of questions designed to
     This guide contains everything the facilitator will need to support participants in      probe the applicant's past behavior in
     terms of the structure, purpose, and process of the exercises.                           specific situations, selected for their                                         Continuous Learning in Organizations
   • 10 Behavior Description Interview Patterns—see description below.                        relevance to critical job events. Whereas
                                                                                              traditional interviews obtains behavior
                                                                                                                                                                              50 Principles & 150 Activities
                                                                                              description answers less than 5% of the                                         Dr. Marlene Caroselli
Participant’s Package                                                                         time, behavior description interviews assess
                                                                                              each applicant against behaviorally defined                                     Maximize your organization’s intellectual resources! This unique collection of training activities details important
   • Participant’s Guide—Contains background information on the Behavior                                                                                                      cognitive learning processes and applies them to actual workplace situations. It explains and illustrates specific
     Description Interviewing method and exercises for the participant.                       job dimensions and obtain behavior
                                                                                              description answers over 60% of the time.                                       learning principles that will help employees acquire, share, and use knowledge to increase both individual and
   • 1 Behavior Description Interview Pattern—These patterns are preprinted with key          This is one of the best single book on                                          organizational effectiveness.
     interview questions and include space for the interviewer to take notes during an        interviewing because it is based on sound         The manual presents 50 principles to optimize learning. Each principle is supported by a Corresponding Activity to help participants grasp the
     interview. Each participant should have a pattern to use during training, and a          research evidence and principles.                 cognitive concept, an Extended Activity to deepen the understanding, and an Idea for Increasing Organizational Effectiveness to extend the
     supply to use in actual interviews after the training.                                                                                     learning principle throughout the organization.
   30                                                                                                                                                                                                                                                                                     31

                                                                          A powerful, interactive video resource for                              A powerful video for preventing violence in                                 A practical approach to the resolution of
Workforce Diversity                                                       on-the-job professional development                                     the workplace                                                               organizational problems!
A Video-Based Training Workshop
This video-based training workshop will help employees                                                                                                                                   On the Edge                                                        Organizational
recognize the ways in which their organization is changing,
evolving, and becoming more diverse. The Workforce Diversity                                                                                                                             Preventing Violence in the                                         Assessment: Diagnosis
program clearly demonstrates the value of diversity in the                                                                                                                               Workplace                                                          and Intervention
workplace and provides participants with the tools and skills                                                                                                                            Preventing violence in the
necessary to work together in a multicultural environment.                                                                                                                                                                                                  Rolf E. Rogers, Ph.D., CMC
                                                                                                                                                                                         workplace takes more than just
                                                                                                                                                                                         awareness and policies that                                      From strategy formulation to change
                                                                                                                                                                                         prohibit it. Your employees and                                  implementation, management
                                                                                                                                                                                         leaders must be able to                                          decides what will be done, how it will
                                                                                                                                                                                         recognize and contain situations                                 be done, who will do it, and what the
                                                                                                                                                                                                                                                          ultimate outcome should be.
                                                                                                                                                                                         before they escalate into violent
                                                                          Facing the Tiger                                                                                               events.
                                                                                                                                                                                                                                                          Unfortunately, this is not a precise,
                                                                                                                                                                                                                              predictable process. Every day, organizations fail because they
                                                                          How to Turn Conflict into Positive Change                               This exciting new video presents nine realistic scenarios in which          selected the wrong people, the wrong market, the wrong
                                                                                                                                                  employees face volatile and potentially violent situations in the           equipment, the wrong product or service, or the wrong process.
                                                                          John Scherer, Mark Yeoell, The Center for Work and the Human Spirit     workplace and gives participants an opportunity to discuss appropriate      The process of choosing one strategic or operational alternative
                                                                          Do you work with individuals or teams—or even larger organizational     resolutions, as well as any preventative actions which could already        over another may be the difference between success and failure.
                                                                          units—where unresolved conflict is present, and you are exploring       have been taken. This powerful discussion-starting film creates             Although we cannot achieve certainty in this decision-making
                                                                          how to be a force for positive change in the situation?                 opportunities for your participants to learn and employ skills to           process, we can reduce the degree of uncertainty by developing
                                                                                                                                                  prevent violence from occurring in your workplace.                          and following a consistent framework for analyzing the
                                                                          If so, Facing the Tiger is for you. This new interactive video-based
                                                                          training workshop can make a noticeable difference in the way                                                                                       organizational process which will maximize our chance of
                                                                          people see and respond to conflicts when they occur. It has helped      Workshop Includes                                                           making the best decisions.
                                                                          thousands of people—and it can help you, your colleagues, and              • 17-minute Video                                                        This book uses a time-tested, step-by-step, practical framework
Workshop Includes:                                                        your organization—experience the power and value of conflict                                                                                        for identifying and assessing organizational issues and for
                                                                                                                                                     • Leader’s Guide
   • 20-minute Video                                                      utilization and how to release the untapped potential present in                                                                                    choosing optimum solutions. It is written in an easy, readable
                                                                          every conflict!                                                            • 1 Participant Workbook                                                 style, and uses real world case studies from the authors own
   • Five Participant Booklets                                                                                                                                                                                                consulting experiences to explain the assessment and
   • Leader’s Guide
                                                                          Incredible Two Video Set                                                                                                                            intervention process.
   • Self-study Instructions
                                                                          Includes two videos, one Leader’s Guide, and five Participant                                               Sexual Harassment
                                                                          Workbooks.                                                                                                  New Roles, New Rules
Presentation Time
The workshop takes approximately 3 hours to complete.                     Part One                                                                                                     The most effective way to deal with
For time-limited sessions, use only the 20-minute video.                  The Pinch Theory: Making Conflict Constructive                                                               sexual harassment is to prevent it,
                                                                          This segment of the program explores why conflict exists and is
                                                                                                                                                                                       rather than trying to repair the
                                                                                                                                                                                       damage after it has occurred.
Workshop Objectives
Upon completion of the workshop, participants will be able to:
                                                                          inevitable in any dynamic relationship. It illustrates strategies for
                                                                          recognizing when conflict situations may arise and how to reorient
                                                                                                                                                                                       This breakthrough video-based                                             Management
   • Make changes in attitudes and behaviors that are not
                                                                          potential problems.
                                                                                                                                                                                       training program does just that by
                                                                                                                                                                                       providing clear, concise, on-the-job                                      Training Library
     conducive to working effectively with others                         Part Two                                                                                                     rules, and step-by-step practical                                         100 Customizable
                                                                                                                                                                                       approaches to handling potentially
   • Have greater awareness of their values, attitudes, and               The Three Worlds: Communication Breakthroughs at Work
                                                                                                                                                  problematic situations. Participants will come away with a clear under-                                        Activities, Instruments,
     behaviors and the impact these have on others                        In this portion of the program you will learn a proven five-step                                                                                                                       and Role Plays
                                                                                                                                                  standing of what sexual harassment is and what their role is in
   • Recognize biases and stereotypes based on gender, race,              process for addressing conflict so that the conflict goes to work for   preventing it.                                                              This exciting new resource includes 100 carefully chosen
     religion, age, culture, disability, and life style                   you, creating a new way of seeing things that respects both points of                                                                               management training activities, assessments, role plays, and
   • Develop solutions to diversity problems in their workplace
                                                                          view and generates breakthroughs in understanding and                   After successfully completing this program, participants                    exercises that you load on to your PC and customize to meet a
                                                                                                                                                  will be able to:                                                            wide variety of management and supervisory training needs.
                                                                                                                                                     • Understand, based on the legal definition of sexual harassment,        Use your PC to instantly search the activities by topic,
                                                                                                                                                       the difference between acceptable behavior and that which is           title, or even activity length. Review the activity on
                                                                                                                                                       harassment                                                             screen, then print it out for immediate use or
                             Fieldbook of Team Interventions                                                                                         • Define how sexual harassment harms the victim, the harasser,
                                                                                                                                                                                                                              customize the material using your Wordperfect® or
                                                                                                                                                                                                                              Microsoft® Word software.
                             C. Harry Eggleton & Judy C. Rice                                                                                          and the organization
                                                                                                                                                                                                                              Print as many copies of the activity as you need, or
                             This fieldbook makes implementing successful team interventions simple! Within minutes you can identify an area         • Recognize that men and women have different fears about the            send activities electronically to other computers (at your location).
                             for team enhancement and have an array of proven intervention options to choose from. The book provides a                 issue of sexual harassment                                             With the capability to easily change the text using your word
                             total of 39 interventions for 4 essential elements of effective teaming: Goals, Roles, Processes, and                   • Identify five different categories of sexual harassment                processor, you will save valuable time by not having to create
                             Relationships. Throughout the fieldbook you’ll find examples, hints, and comments that make the interventions                                                                                    training materials from scratch.
                                                                                                                                                     • Describe common responses to sexual harassment
                             accessible, approachable, and most importantly, effective.
                                                                                                                                                     • Outline an appropriate method for responding to an incident of
                             These team interventions have been field-tested and reviewed by leading practitioners in the HRD field to ensure
                                                                                                                                                       sexual harassment
                             that they are understandable and clear. Each one is presented in a user-friendly format covering when to use it,
                             its purpose, time requirements, and a detailed guide which includes scripts, flowcharts, and reproducible masters.      • Follow five basic guidelines to avoid harassing behavior
     32                                                                                                                                                                                                                                                                              33

                                   The Complete                                                        The Heart of Coaching                                                                                           Introducing—Selling Made Simple,
                                                                                                                                                          The Skills You Need to Manage                                a motivational sales skills program
                                   Management Skills                                                   Using Transformational
                                                                                                                                                            the Free Agent Workforce
                                   Assessment Kit                                                      Coaching to Create a
                                                                                                       High-Performance Culture
                                   12 Reproducible                                                     Thomas G. Crane
                                                                                                                                                   Bruce Tulgan’s JUSTinTIME                                                                               Selling Made Simple
                                   Instruments for Trainers                                                                                                                                                                                                Steve Sullivan
                                   Mike Woodcock & Dave Francis
                                                                                                         The Heart of Coaching introduces
                                                                                                         Transformational Coaching—                  Leadership Workshop                                                                                   Selling Made Simple is a
                                                                                                                                                                                                                                                           stimulating, multimedia program
                                    The Complete Management                                              a fundamentally different way of
                                                                                                         approaching the process of leading                                                                                                                that provides a powerful new
                                    Skills Assessment Kit has a                                                                                                                                                                                            perspective for business-to-
special emphasis on the different styles of adult learning. Trainers                                     others to enhance their performance.                                              Managing the Free                                               business salespeople. Steve
will become familiar with adult learning theories which will aid them                                    It creates egalitarian, mutually                                                  Agent Workforce
                                                                        supportive, high-trust partnerships between people that transcend                                                                                                                  Sullivan redefines a process that
in understanding how each individual prefers to learn. It has                                                                                                                                                                                              has been made overly complex.
become increasingly clear that each employee needs to contribute        the traditional boss/subordinate roles. Shifting your mindset from                                                 Bruce Tulgan
                                                                        “The Boss” to “The Coach” is essential for this transformation, and                                                                                                                His clear, focused message will
positively to their own workplace development.                                                                                                                                          Today, leaders and                                                 give your sales representatives
                                                                        this book is a clear guide for developing employees who are
This series of management assessments provides trainers with                                                                                                                            managers must be                                                   new, pro-active ideas to help them
                                                                        motivated, effective, and happy in their jobs. Transformational
user-friendly materials which can be used in a variety of settings.                                                                                                                     lean and flexible,                                                 get results and accomplish their
                                                                        Coaching is the requisite skill for today's leaders, managers, and
Also, The Complete Management Skills Assessment Kit is fully                                                                                                                            maintain access to the                                             goals.
                                                                        supervisors, who choose to enhance their personal effectiveness
reproducible, saving trainers time and money.                                                                                                                                           talent they need, and
                                                                        and the performance of those they lead.                                                                                                        Selling Made Simple is filled with insight, techniques, and
                                                                                                                                                                                        maximize that talent
                                                                                                                                                                                                                       performance models that guarantee understanding. The program is
                                                                                                                                                                                        on an as-needed
                                                                                                                                                                                                                       structured to accommodate variable skill sets and, depending on the
                                                                                                                                                basis. The JUSTinTIME Leadership Workshop is designed to
                                                                                                                                                                                                                       needs of the participants, can be shortened or lengthened.
                            50 Case Studies for                                                                                                 help you teach your managers the best practices for managing
                                                                                                                                                the free agent workforce in the new economy. This workshop             The video reinforces the message that selling is the act of gaining
                            Management and                                                                                                      will equip your managers with systems and practices to help            influence. The video identifies behaviors that can be learned,
                            Supervisory Training                                                     The Encyclopedia of                        them get the best work out of the best people on a consistent          which will have a positive impact on gaining influence. Eight specific

                            Dr. Alan B. Clardy
                                                                                                     Games for Trainers                         basis—wherever, whenever, and however those people can
                                                                                                                                                add value.
                                                                                                                                                                                                                       topics are discussed with distinct transitions, allowing the facilitator
                                                                                                                                                                                                                       to utilize the video as needed.
                                                                                                     Andy Kirby                                 JUSTinTIME Leadership is a highly innovative approach to
                           Managers and supervisors will sharpen
                                                                                                                                                management founded on extensive research. The basic
                                                                                                                                                                                                                       The Selling Made Simple Program Includes:
                           their analytical and decision-making                                        Use these participative training
                                                                                                       techniques to rejuvenate, challenge,     assumption of JUSTinTIME Leadership is quite simple: the new              • An inspirational 30-minute video, shot in magnificent
                           skills with this new collection of fully
                                                                        and motivate participants. This collection of over 145 group games      economy will increasingly demand that companies move                        surroundings
                           reproducible case studies. Based on
                           actual, real-life situations, these          will get participants involved in the learning process and add          beyond static long-term staffing models toward a more fluid               • Individualized selling skills assessments to determine
exercises prepare supervisors and team leaders for the challenging      substance to new or existing programs on any training topic.            model; in response, most successful companies will organize                 learning needs
problems they face in today’s complex workplace.                                                                                                themselves around small core groups of longer-term employees
                                                                        In addition to providing you with a substantial stock of games,         and rely on large fluid talent pools. For managers, this will             • Interactive Participant’s Workbook with self-study exercises
                                                                        the manual includes an in-depth discussion of the unique dimension
Each case study includes:                                               that well-presented games add to a training session. It covers
                                                                                                                                                mean drawing on the talent pool as needed to staff projects,              • Personalized sales action plans
                                                                                                                                                tasks, and responsibilities; consequently, a whole range of               • A comprehensive Instructor’s Guide for a one-day workshop
   • Summary of the case                                                proper preparation for the use of games in training, techniques for     management practices will undergo fundamental changes.
   • Discussion questions which evoke thought and analysis              providing feedback to participants, and methods for choosing a                                                                                    • Diskette with PowerPoint™ presentation
                                                                        game that is right for your audience and subject matter.                JUST in TIME Leadership outlines best practices for getting the           • Steve Sullivan is the award-winning presenter
   • Suggested solutions to the problems presented                                                                                              advantage by maximizing human talent in the unpredictable,
                                                                        Encyclopedia Contains                                                   high-speed, high-tech, knowledge-driven, fiercely competitive,         Program Modules:
                                                                           • A complete chapter on the role of training games                   new global economy.
                                                                                                                                                                                                                          • Motivational Acceleration
                                                                           • An innovative section on how to devise your own
                             Training House                                  training games
                                                                                                                                                Benefits of JUST in TIME Leadership practices:                            • The Power of Knowledge
                                                                                                                                                                                                                          • Gaining Influence
                             Reproducible Games                            • 148 group games
                                                                                                                                                • Human resources that grow at desired levels without
                                                                                                                                                  compromising productivity                                               • Positive Perception
                             and Simulations                               • An index of games by objective
                                                                                                                                                • An improved return on recruiting and training investments               • Personalize the Relationship
                             Training House                                                                                                     • The ability to seize, first and fast, the opportunities of the new      • Create a Network
                                                                                                                                                  market as they emerge                                                   • Become a Better Communicator
                             Hands-on experience is the name of
                             the game with this unique spectrum of
                                                                                                   The Negotiation                              • A dynamic corporate culture that promotes innovation                    • Escape the Rut of Mediocrity
                             learning opportunities!                                               Sourcebook                                   Workshop Package Includes:
                                                                                                                                                                                                                          • Stand Your Ground
This diverse collection of reproducible games and simulations                                                                                                                                                             • A Selling Action Plan
makes learning a fun and participative way for employees to gain
                                                                                                   edited by Ira G. Asherman &                  • Complete Leader’s Guide to JUSTinTIME
experience in the key concepts and skills essential to their success                               Sandra Vance Asherman                          Leadership
in the workplace. It is an ideal resource for trainers looking for a                                This extensive collection of readings is    • PowerPoint™ Presentation
creative way to instill new ideas and skills, but who do not have the                               designed both for people who negotiate
time to develop a new game on their own. This valuable assortment                                                                               • One JUSTinTIME Leadership Workbook
                                                                                                    and for those who design negotiation
of 18 unique training games is ready to use and includes clear                                                                                    (Each workbook includes one copy of the
                                                                                                    training programs. The articles cover a
objectives, detailed instructor guidelines and reproducible materials                                                                             pocket guide, JUSTinTIME Leadership.)
                                                                                                    cross section of the type of negotiations
for participants.                                                       today’s business person is likely to encounter. Includes
                                                                                                                                                                                                                          Enjoy a 5% discount on any single purchase of
                                                                        reproducible training aids.                                                                                                                           5 or more items in this product catalog
34                                                                                                                                                                                                                                                                       35

     Organizational Learning                                           Concise, cost-effective guides your                                          Strategic and                                                          Influence with Integrity
     Stephen J. Gill                                                   staff will use every day!                                                    Business Planning                                                      Marlene Caroselli
     Organizational learning requires constant reexamination                                                                                        Stephen G. Haines                                                      This guide offers ways to continuously improve
     of one’s ideas while engaging in a long-term effort to alter
     the practices of the organization as a whole. This guide is       The Pocket Guide Series                                                      This guide will aid you in applying the Systems
                                                                                                                                                    Thinking Approach™ to your strategic and
                                                                                                                                                                                                                           your skills of persuasion. Whether you are in
                                                                                                                                                                                                                           management or on the shop floor, the ideas
     intended as a easy-to-use reference that will help you                                                                                                                                                                presented will help you make your influence more
                                                                       Today’s busy leaders and knowledge workers are                               business planning by explaining how to develop
     identify learning strategies which you can then adapt to                                                                                                                                                              powerful, more positive, and make your sphere of
                                                                       looking for informative, to-the-point self-study                             a strategic plan, ensure successful
     your particular circumstances.                                                                                                                                                                                        influence wider and wiser.
                                                                       resources that will answer questions, stimulate new          implementation of the plan, and build and sustain high
                                                                       thinking, and help them solve problems.                      performance over the long haul.
     Project Management                                                At only HK$90 per guide, these attractive, authoritative
                                                                       resources are ideal for distribution to promote new                                                                                                 Leadership Skills
     Michael Greer                                                     corporate initiatives, use in seminars and workshops,
                                                                       and to have on hand in your corporate training library
                                                                                                                                                    Effective Meetings                                                     Peter Stark & Jane Flaherty
     If you want a concise distillation of all the essential tasks
                                                                       for self-directed learning.                                                  Steve Kaye, Ph.D.                                                      No matter how you arrived at your supervisory
     an effective project manager should be doing, this is the
                                                                                                                                                                                                                           position, you need a specific set of skills to work
     book for you. The guide contains a set of worksheets,             Each guide covers an important emerging topic such                           This complete guide to effective meetings will                         successfully with your employees. Written for those
     guidelines, checklists, and other tools to use to perform         as systems thinking, creativity, and mentoring, or                           show you how to prepare for success and end                            who want to not only survive, but thrive in their
     specific project management tasks in a step-by-step               presents a contemporary treatment of enduring issues                         with results. It includes structured activities that                   leadership role!
     fashion.                                                          including conflict resolution, performance                                   keep everyone focused on your issues, practical
                                                                       management, preventing sexual harassment, and                                techniques for dealing with unproductive
                                                                       team sponsorship. Checklists, job aids, and other                            participants, and essential considerations for
     Dealing with Conflict                                             learning aids are included.                                                  high tech meetings.                                                    Team Sponsorship
     Lois B. Hart, Ed.D.                                                                                                                                                                                                   Sarah Pope
     This guide is for leaders who want to learn skills that will
     prevent and resolve conflicts and ensure a better working
                                                                                                                                                    Documenting Employee                                                   For those responsible for starting new teams,
                                                                                                                                                                                                                           providing direction, allocating resources, removing
     environment. Readers will learn how torecognize patterns                        The Manager’s Pocket                                           Performance                                                            roadblocks, or serving as an all-around champion for
     of conflict, identify causes of conflict, prevent conflicts                                                                                                                                                           high-performance work teams.
     from developing and apply conflict resolution techniques.                       Guide to Effective                                             Terry L. Fitzwater
                                                                                     Mentoring                                                      This guide will help you document and change
                                                                                                                                                    unwanted work behaviors before they become
                                                                                     Norman H. Cohen, Ph.D.                                         issues for termination. It includes information
     Systems Thinking & Learning                                                      This book is a practical reference to                         on: a four-step progressive discipline process                         eCommunication
     Stephen G. Haines                                                                effective mentoring in a format that          and how to apply it; clarifying gaps in execution vs. gaps in                          Laurie Benson
                                                                     provides quick access to the important concepts and            knowledge; behavior modification through corrective action;
                                                                                                                                    a process for documenting performance issues; and a look at                              E-mail, voice mail, conference calls, and
     This book provides managers with many practical new             techniques of this unique, powerful, one-to-one learning
                                                                                                                                    the legal framework surrounding discipline.                                              videoconferences have revolutionized
     Systems Thinking tools and the main concepts of                 model.                                                                                                                                                  communication. Companies are dependent on
     Systems Thinking to enhance individual, team, and
                                                                                                                                                                                                                             technology to link personnel across cities, states,
     organizational learning, change, and performance.
                                                                                                                                                                                                                             and countries, especially as virtual teams become
                                                                                     Preventing Sexual                                              Performance Management                                                   more a part of our business environment.
                                                                                                                                                                                                           Yet, companies rarely provide formal training on how to manage
                                                                                     Harassment                                                     Sharon G. Fisher                                       these resources. This book provides guidelines for communicating
     Creativity                                                                      Terry Fitzwater
                                                                                                                                                    This guide clearly spells out the specific steps
                                                                                                                                                    to ensure improved performance organization
                                                                                                                                                                                                           effectively through e-mail and voice mail, suggestions for getting the
                                                                                                                                                                                                           most out of your conference calls and videoconferences, and creative
     Alexander Hiam                                                               The pocket guide covers the investigation                         wide. Learn how to: analyze performance,               and practical suggestions for communicating with, building, and
                                                                                  process and how to properly document                              pinpoint gaps in performance and determine             managing your virtual team.
     This guide helps break through the barriers to your own
                                                                                  incidents; it includes exercises to instill                       what’s causing them, develop practical
     creativity and shows you how to develop a realistic,
                                                                                  ownership and facilitate understanding                            strategies for maximizing performance, and
     useful creativity process. Includes process tools and
     methods, a personal creativity assessment, a checklist of
                                                                     among employees to generate commitment to harassment
                                                                                                                                                    get the most for your training dollars.
                                                                                                                                                                                                                           Emotional Intelligence
     factors that destroy creativity, and a training transfer
     assessment.                                                                                                                                                                                                           Emily A Sterret, Ph.D.
                                                                                                                                                    Employee Relations                                                      One of the keys to becoming a true leader is
                                                                                     Effective Writing                                                                                                                      emotional intelligence. Emotional intelligence
     Public Presentations                                                            Steve Gladis, Ph.D.
                                                                                                                                                    Terry Fitzwater                                                         quotient (or EQ) encompasses qualities that go
                                                                                                                                                    Packed with insight and key skills for those                            beyond general intellectual intelligence and
     Steve Gladis, Ph.D.                                                             This pocket guide can help whether you’re                      new to the process of management or anyone                              technical competency. EQ includes self-awareness,
     This compendium of tips will help any manager learn the                         in charge of a group of writers, or a person                   needing new ideas and tools concerning                                  self-control, self-confidence, motivation, empathy,
     survival tactics of public speaking. Dr. Gladis presents                        interested in improving his or her own                         relationship management. Helps define how              and competencies in the social environment. These hallmarks of a
     the material in an informal and informative manner,                             writing skills. Easy, practical how-to steps                   management practices and styles, organization          true leader can be learned. The activities in this guide will help
     providing how-to steps to make the process of presenting                        will guide you towards more effective                          policies and procedures, and employment laws           strengthen the reader’s EQ skills, resulting in a more successful
     easy and effective.                                                             writing.                                                       impact employee relationships.                         career and a more satisfying life.
36                                                                                                                                                                                                                                                                             37

                                                                                                                                             Success happens one moment at a time—                                Newly revised and updated!
                                   The Skills Managers Need to Retain Their Employees                                                        begin taking action right now!
                                                                                                                                                                                                                                            The Manager’s Pocket
                  Introducing the FAST Feedback Program                                                                                                                                                                                     Guide to Recruiting the
                                                                                                                                                                                                                                            Workforce of the Future
FAST Feedbacktm                                                                                                                                                                                                                             Bruce Tulgan
Coaching Skills for Managers                                                                                                                                                                                                                 The Manager’s Pocket Guide to Recruiting
Bruce Tulgan                                                                                                                                                                                                                                 the Workforce of the Future will show
                                                                                                                                                                                                                                             employers faced with a lean, post-
FAST stands for Frequent, Accurate, Specific, and                                                                                                                                                                                            downsizing organization in the midst of a
Timely, and FAST Feedback is a new approach to
                                                                                                                                                                                                                                             tight labor market, how to develop and
coaching-style management in sync with today's
                                                                                                                                                                                                                                             implement hiring solutions. Employers
fast-paced, rapidly changing workplace. Research shows
                                                                                                                                                                                                                  should no longer recruit for the long term, but to get the job done
that the number one factor affecting employee
performance is the employee’s relationship with his or                                                                                                                                                            today, tomorrow, and next week. The key to continued success for
her manager. The most successful teams—those with                                                                                                                                                                 companies now is the ability to adapt rapidly to new circumstances.
high morale, high productivity, and low turnover—are the                                                                                                                                                          Staffing may have to expand quickly in one skill area, or contract
teams led by coaching style managers who know how to                                                                                                                                                              quickly in another—or do both at the same time. Strategies for staffing
give employees the kind of fast feedback they need.                                                                                                                                                               must therefore be geared to this reality. The best practices outlined in
This program is designed to teach those in positions of                                                                                                                                                           this pocket guide are presented as keys and processes supplemented
supervisory authority how to bring out the best in the                                                                                                                                                            by worksheets and checklists intended to give your organization the
people they manage.                                                                                                                                                                                               advantage when it comes time to quickly and effectively bring in the
FAST Feedback will transform the role of managers                       The FAST Feedback program focuses on four key skills:                 Career Skills for the                                               talent you need.
and dramatically improve the relationships between
managers and their direct reports. Once a critical mass
                                                                                                                                              New Economy Seminar
of your managers begin practicing FAST Feedback,
this behavior change will create a dynamic environment
of ongoing results-oriented dialogue; build trust; increase
                                                                         FREQUENT    Each employee has his or her own unique
                                                                                     frequency. Giving employees feedback at their
                                                                                     unique frequency is the key behavior.
                                                                                                                                              Bruce Tulgan
                                                                                                                                              How does one run their working life and career in the midst of
productivity; accelerate turn-around time; and invigorate                            Identifying and tuning into each employee’s              the most profound changes in the economy since the Industrial
your corporate culture.                                                              frequency is the key skill.                              Revolution? The old-fashioned career path is dead. Now                                              Improvement
The FAST behaviors and skills are taught in a four-hour
program through a combination of video, leader
presentation, group interaction, and individual exercises.
                                                                         ACCURATE    Every instance of feedback affects trust and
                                                                                     performance. Giving feedback that is correct,
                                                                                     balanced, and appropriate is the key behavior.
                                                                                                                                              individuals are forced to reinvent success, and most of us are
                                                                                                                                              making it up as we go along. No matter where you work, no
                                                                                                                                              matter what you do, you are on your own. The only success an
                                                                                                                                              individual is going to achieve is the success that that he or she
                                                                                                                                                                                                                                                  David Dubois, Ph.D.
                                                                                                                                                                                                                                                  Use this assessment package to
                                                                                     Stopping to reflect, question assumptions,                                                                                                                   determine which elements are
Trainer’s Package                                                                    check facts, and rehearse are the key skills.            creates for him or herself.                                                                         missing from your organization’s
Leader’s Guide, the vignette-driven FAST Feedback
Video, and one Participant Package.
Participant Package
                                                                         SPECIFIC    Telling people exactly what they do right and
                                                                                     exactly what they do wrong is not specific
                                                                                     enough. You have to tell people exactly what
                                                                                                                                              This seminar is about creating success for oneself in the new
                                                                                                                                              economy. It offers you best practices that come directly from
                                                                                                                                              the real strategies of real people who are really succeeding on
                                                                                                                                                                                                                                                  competency-driven performance
                                                                                                                                                                                                                                                  improvement program. The easy-
                                                                                                                                                                                                                    to-administer checklist will reveal employees’ perceptions of
                                                                                     you want them to do next. That is the key                their own terms. These practices are among the most                   your performance improvement program as a whole as well
Participant Workbook, the pocket guide FAST Feedback,                                behavior. Setting concrete goals and deadlines                                                                                 as their opinions about each of the program elements.
                                                                                                                                              important findings of ongoing workplace-interview research
Second Edition, a FAST Feedback Toolkit on CD-ROM                                    with clear guidelines are the key skills.                conducted by RainmakerThinking since the mid 1990’s.
with practical tools from the program to help participants
apply the FAST methodology to every direct report, and
a reminder wallet card.                                                  T
                                                                         TIMELY      The closer feedback comes in proximity to the
                                                                                     performance in question, the more impact the
                                                                                     feedback will have. The key behavior is giving
                                                                                                                                              The underlying assumption of Career Skills for the New
                                                                                                                                              Economy is that, in the new economy, individuals will have to
Self Study Package                                                                   feedback immediately. Effective time
                                                                                                                                              be extremely good at fending for themselves if they are to
                                                                                                                                              survive and succeed. The most successful people will position
                                                                                                                                                                                                                                                  Just-in-Time Training
                                                                                     management is the key skill.
FAST Feedback, Second Edition, poster, wallet card,
and the FAST Feedback Toolkit CD-ROM.
                                                                                                                                              themselves as free agents and sell their skills and abilities on                                    Assessment
                                                                                                                                              the open market. Even those who work for the same employer
                                                                                                                                              for years on end will have to take responsibility for their own                                     Instrument
                                                                                                                                              success and security.
                                                                                                                                                                                                                                                  William J. Rothwell, Ph.D.
                                                                                                                                              Seminar Includes:                                                                                  This instrument will help you
                      Best Practices in Leadership Development                                                                                • Complete Leader’s Guide to Career Skills for the New
                                                                                                                                                                                                                                                 maintain your quality of training,
                                                                                                                                                                                                                                                 but offer it faster—in real time and
                      Case Studies, Instruments, Training                                                                                                                                                           as work is performed. It measures employee perceptions of
                                                                                                                                              • PowerPoint™ Presentation                                            how often and how well your organization is creating
                      edited by David Giber, Louis Carter, & Marshall Goldsmith                                                                                                                                     conditions that support just-in-time training. Measures
                                                                                                                                              • One Career Skills for the New Economy Workbook (Each                classroom training efforts, planned and unplanned on-the-job
                      This book is a rich resource for anyone involved in leadership development. The editors have selected 15 top              workbook includes one copy of the paperback, Career Skills
                      leadership development programs from the 350 organizations that Linkage Inc. and Warren Bennis studied in                                                                                     training practices, coworker “peer training,” and other methods
                                                                                                                                                for the New Economy)                                                of training in real time.
                      1998. Using a case study approach, the editors detail the models, tools, training, and other elements that have
                      made these programs so impactful. The cases represent a variety of industries, governmental agencies, and                                                                                     Each includes a fully reproducible Data Collection Instrument
                      health care organizations covering leadership at all levels. Use these practical tools, insights, competency models,                                                                          and 1 Administrator’s Handbook
                      and assessments to analyze and improve your own leadership development programs.
     38                                                                                                                                                                                                                                                                                            39

                            Building Interpersonal                                                        Preparing the Future                                                         Developing Employees                                                        Surviving Workplace
                            Influence                                                                     Leader                                                                       developed by Human Technology, Inc.                                         Change
                              Persuasion and the ability to influence                                      All employees can—and should—                                              Today’s competitive environment and                                          In order for individuals to be successful
                              are of paramount importance in many                                          develop and showcase their leadership                                      workforce diversity require leadership                                       in today’s changing environment, they
                              business situations. This workshop shows                                     qualities, regardless of their current                                     approaches targeted to the individual                                        have to come to understand their own
                              participants how building influence in                                       position in the organization and their                                     developmental needs of people.                                               reactions to change and develop
                              relationships can help them be more                                          ultimate career choice. By helping                                         This course will help managers,                                              practical techniques to constructively
                              effective in accomplishing their work                                        participants identify the leadership skills                                executives, and team leaders develop                                         deal with the personal impacts of
                              responsibilities. The course uses the                                        and behaviors they need to develop,                                        and enhance their skills in identifying                                      change. This workshop is appropriate for
Insight Inventory (see page 19) to identify personality types and         this workshop provides a springboard from which they can pursue                and capitalizing on individual differences, using effective                 all levels of employees and explores topics like natural resistance to
tendencies and to build influencing skills through improved               specific skill-building training and development while in their current        communication, building motivation, and facilitating their employees’       change, differing individual reactions to change, and developing tools
communication. The workshop is ideal for team leaders, managers,          job.                                                                           movement though levels of developmental performance.                        to cope with change. By learning about four thinking preferences,
sales and customer service professionals, and anyone else who must                                                                                                                                                                   participants learn how specific changes affect individuals differently.
maximize their positive impact on others to increase effectiveness on
                                                                          This workshop is ideal for potential supervisors, managers,                    Workshop Includes
                                                                          team leaders, project leaders, or program leaders.                                                                                                         Workshop Includes
the job.                                                                                                                                                    • Instructor’s Guide with lesson plans and activities
This 2-Day Workshop Includes                                              Workshop Includes                                                                 • Fully Reproducible Participant Coursebook                                 • Instructor’s Guide with lesson plans and activities
                                                                             • Instructor’s Guide with lesson plans and activities                          • Transparency masters                                                      • Transparency masters
   • Instructor’s Guide with lesson plans and activities
   • Fully Reproducible Participant Coursebook                               • Fully Reproducible Participant Coursebook                                    • 1 INSIGHT Inventory                                                       • Fully Reproducible Participant Coursebook
   • 1 INSIGHT Inventory                                                     • Pre-workshop self-assessment
   • Transparency masters                                                    • Fully Reproducible Development Guide
                                                                                                                                                                                                                                                                  The Human Diversity
                                                                                                                                                                                       Team Communications                                                        Workshop
                             Transforming Workplace                                                       50 Activities for                                                          This workshop identifies the
                                                                                                                                                                                     characteristics of high performing teams,                                    George Banks, Ph.D.
                             Conflict                                                                     Interpersonal Skills                                                       and facilitates the skill development
                                                                                                                                                                                     needed to achieve these standards.
                                                                                                                                                                                                                                                                    This workshop is a “how-to” workshop for
                              In this workshop, managers, supervisors,                                    Training                                                                   Both new and established teams will
                                                                                                                                                                                                                                                                    developing skills for working with
                                                                                                                                                                                                                                                                    individuals from diverse backgrounds.
                              and team leaders learn to manage                                                                                                                       benefit from this workshop by improving
                                                                                                          Sue Bishop & David Taylor                                                  their active listening and reacting skills,
                                                                                                                                                                                                                                                                    Participants will learn how to prevent
                              conflict by identifying conflicting                                                                                                                                                                                                   bias and discrimination and tap into the
                              personality styles. Participants learn to                                 These active learning sessions cover                                         and by learning how to plan and lead
                                                                                                                                                                                                                                     human potential of their diverse work force. The activities in this
                              view the sources of conflict as differing                                 vital people skills such as                      effective team meetings. Participants will use the INSIGHT Inventory
                                                                                                                                                                                                                                     workshop provide a forum for participants to practice their
                              perceptions of facts, methods, goals, or                                  assertiveness, listening, decision               (see page 19) to evaluate how their behavior styles are currently
                                                                                                                                                                                                                                     interpersonal skills, goal setting skills, and decision making skills in a
                              values. The most appropriate of five                                      making, motivation, presentation skills,         impacting team performance. The course is designed for both team
                                                                                                                                                                                                                                     number of diversity scenarios.
conflict management styles is then applied to address the situation:      leadership, and teamwork. Each activity is fully reproducible, and             leaders and team members.
avoiding, smoothing, bargaining, forcing, problem solving.                all participant handouts and transparency masters are included.                                                                                            Each ready-to-use activity in the workshop takes 10 to 30 minutes to
By mastering conflict resolution techniques, working relationships        Each activity takes 1-3 hours to complete.                                     This 3-Day Workshop Includes                                                complete, and the workshop materials support two days of training.
are improved and the best solutions to problems are found.                                                                                                  • Instructor’s Guide with lesson plans and activities
                                                                                                                                                                                                                                     Workshop Includes
Workshop Includes                                                         Training Objectives                                                               • Fully Reproducible Participant Coursebook
                                                                                                                                                            • 1 INSIGHT Inventory                                                       • 217-Page Instructor’s Guide with Facilitator’s Notes and
   • Instructor’s Guide with lesson plans and activities                      • Develop a whole range of interpersonal skills                                                                                                             Transparency Masters
                                                                              • Improve management performance                                              • Transparency masters
   • Transparency masters                                                                                                                                                                                                               • 108-Page Fully Reproducible Participant Workbook with
   • Fully Reproducible Participant Coursebook                                • Facilitate the flow of information within the organization                                                                                                Handouts, Worksheets, and Checklists
   • 1 Conflict Style Inventory and 1 INSIGHT Inventory                       • Enable managers to understand and motivate their staff
                                                                                                                                                                                      50 Activities for
                                                                                                                                                                                      Conflict Resolution                                                         Effective Listening
                             Human Resource                                                            How to Empower an                                                              Jonamay Lambert & Selma Myers
                                                                                                                                                                                                                                                               This workshop presents techniques for
                             Development:                                                              Organization                                                                   This collection of activities,
                                                                                                                                                                                                                                                               accurately interpreting both verbal and
                                                                                                                                                                                                                                                               nonverbal aspects of a message in order
                             A Strategic Approach                                                      Unleash the Latent Power of Your                                               self-assessments, and exercises is
                                                                                                                                                                                      especially useful as a resource to
                                                                                                                                                                                                                                                               to improve overall job performance.
                                                                                                                                                                                                                                                               Participants will analyze a series of
                             William J. Rothwell & H.C. Kazanas
                                                                                                       Workforce from Goals to Action                                                 introduce the issue of conflict and its                                  barriers to effective listening and
                                                                                                       Rex L. Meade                                      resolution as a part of workshops on management, leadership,                                          methods to successfully overcome them.
                              Learn how to develop long-term                                                                                             communication, negotiation, and diversity.                                                            The workshop is designed for all
                              strategic plans for your training                                     How to Empower an Organization is a                                                                                              employees, managers, supervisors, and leaders whose productivity
                              department. This book describes how                                   step-by-step handbook that                           The book is fully reproducible and flexibly organized in two sections.      and performance depend upon superior listening, comprehension,
                              to further HRD goals by establishing a                                provides you with all you need to know               Part One includes 25 interactive group learning activities to explore       and concentration skills.
                              sound purpose statement, assessing          about empowerment, filled with hundreds of insights and helpful                conflict and provide practice in skills that help to resolve it. Part Two
                                                                                                                                                         consists of 25 individualized exercises and assessments that are
the learning needs of all job categories in the organization, and         hints that will enhance your knowledge and help build a highly
                                                                                                                                                         ideal for pre-work prior to group training sessions, or they can be
                                                                                                                                                                                                                                     Workshop Includes
implementing the use of appropriate employee training. Packed with        competent, empowered workforce. Chapters cover empowering
case studies, worksheets, and other tools.                                                                                                               distributed to participants for their own self-development. All of the         • Instructor’s Guide with lesson plans and activities
                                                                          behavior, empowered behavior, managing change, teams and
                                                                          teamwork, and more.                                                            activities and assessments are reproducible and include participant            • Fully Reproducible Participant Coursebook
                                                                                                                                                         materials and notes for the instructor.                                        • Transparency masters
                                                                                                                                                                                                                                        • Audiotape
       40                                                                                                                                                                                                                                                                                 41

                              Analysis not paralysis...                                                   Improve Your Skills and                        Important new research on programs and                                                            Includes 34 ready-to-use
                                                                                                          Deliver Quality Training!                      practices in leadership development                                                               design layouts
                              Job Analysis at the
                              Speed of Reality                                                            The Trainer’s Handbook                                                       Leadership                                                          Terrific Training
                              Darin E. Hartly                                                             for Participative                                                            Development                                                         Materials
                             The modern work environment is fluid                                         Learning                                                                     Procedures and Practices,                                           High Impact Graphic Designs
                             and dynamic. Keeping accurate and
                                                                                                          Fredric H. Margolis & Bonnie J. Swan
                                                                                                                                                                                       Future Directions, Examples                                         Darlene Frank
                             up-to-date job analysis is vital to the
                             health of any organization, whether it
                                                                                                                                                                                       and Models                                                            Learn how to incorporate the power
                                                                           Improve your ability to deliver quality training! The Trainer’s
is to assess training needs or to know how and where to make                                                                                                                           Saratoga Institute and the American                                   of more effective graphic design in
                                                                           Handbook for Participative Learning is written for people who are
cutbacks if needed. Job Analysis at the Speed of Reality is the tool                                                                                                                   Management Association                your manuals, handouts, and job aids. This unique resource will
                                                                           involved in participative training, which focuses on delivery skills
you need to keep your job analysis on track. Gone are the days of                                                                                                                                                            help you improve the visual appeal and effectiveness of your
                                                                           (a multilateral approach to learning that engages participants)
job analysis spanning months: the longer an analysis takes to                                                                                                                           New markets, new technologies, and   printed materials through the use of graphic design techniques.
                                                                           instead of platform skills (a unilateral approach to learning that
complete, the quicker the data acquired become invalid. Job                                                                                                                             new workers are transforming the     Whether you’re designing a one-page handout or a 200-page
                                                                           involves speeches, lectures, and presentations). If you are new to
Analysis at the Speed of Reality details a streamlined,                                                                                                  way companies operate. And as companies change, so do the skills    leader’s guide, this book is a rich resource you can turn to for
                                                                           the training field, this guide will help you develop the necessary
business-oriented job analysis process that is sound enough to be                                                                                        required to lead a dynamic, thriving organization.                  layout ideas and advice.
                                                                           skills to succeed; if you are an experienced trainer, this is an ideal
used as the basis for performance-based behavioral change.                 tool to help you reinforce your skill base.                                   This book gives you the most up-to-the-minute data and in-depth     A resource section includes 34 ready-to-use design layouts for
The benefits to the new process outlined in this book include:                                                                                           analysis—plus 11 case examples and models. It reveals what          workbooks, handouts, instructor guides, and job aids. All the
                                                                           This handbook also helps you maintain a good climate through
   • Gathering job data quickly                                                                                                                          51 companies are doing to develop effective leaders, and reports    specifications are included so you can quickly and easily reproduce
                                                                           every stage of the training process, which extends beyond the
   • Making job-based training recommendations rapidly                                                                                                   on topics such as:                                                  these proven graphic designs in your own training materials.
                                                                           classroom environment. Included is a training checklist which will
   • Saving money on costly consultants for job analysis                   take you through the training preparation process from three weeks               • How the nature of leadership is changing
                                                                           before to the day of the session. This is an ideal resource for                  • What skills and traits are important for leaders today
   • Using a repeatable, consistent process across an organization
                                                                           trainers at every level of experience!                                                                                                               Part One: Graphic Design Elements
   • Creating validated task lists that can be used in a variety of                                                                                         • Which traits or behaviors are ineffective or damaging
                                                                                                                                                                                                                                 1. Four Design Basics
     ways                                                                                                                                                   • How CEO leadership and company culture are                         2. Type
The first portion of the book deals with the theory of job analysis,                                                                                          closely connected                                                  3. Lines
which leads into the Field Book in the second portion which                                                                                                 • How companies are identifying high-potential,                      4. Boxes
includes a facilitator guide, templates, materials checklist and setup,                                                                                       next generation leaders                                            5. Shading
a glossary of terms and acronym list, a job analysis Internet                                                                                               • What programs are used to accelerate the development of            6. Graphics
resource guide, references, and a bibliography.
                                                                                                          Dealing with                                        high potentials                                                   Part Two: Examples of Training Materials
                                                                                                                                                                                                                                 1. Workbooks
                                                                                                          Conflict Instrument                               • What methods are in place for evaluating effective
                                                                                                                                                              leadership style                                                   2. Handouts
Guaranteed to increase the involvement and                                                                Alexander Hiam
                                                                                                                                                            • How companies are anticipating future changes to how they
                                                                                                                                                                                                                                 3. Instructor Guides
                                                                                                                                                                                                                                 4. Job Aids
content retention of your participants                                                                      Negotiation is a difficult endeavor—              develop leaders
                                                                                                            one that requires considerable skill and
                                                                                                                                                                                                                                 1. Document Planning Checklist
                                                                                                            thought. The normal negotiating
                                                                                                                                                                                                                                 2. Consistency Checklist
                                                                                                            behavior, as typically practiced in
                              All New Tricks for                           business and social contexts, does not generally produce high levels
                                                                           of satisfaction for either participant. The Dealing with Conflict
                              Trainers                                     Instrument (DWCI) will help change this by encouraging conflicting                                       Competence at Work                                                   The Performance
                                                                           parties to shift to a more collaborative style in order to find and pursue
                              57 Tricks and Techniques to                  shared interests, creating a win/win outcome.                                                            Models for Superior                                                  Measurement,
                              Grab and Hold the Attention of                                                                                                                        Performance
                              Any Audience…and Get
                                                                           The Dealing with Conflict Instrument presents five conflict-handling
                                                                           styles: accommodate, avoid, compromise, compete, and collaborate,
                                                                                                                                                                                                                                                         Management, and
                                                                                                                                                                                    Lyle M. Spencer, Jr., Ph.D., &
                              Magical Results!                             which encompass all the effective ways of dealing with conflict.
                                                                           By completing the Dealing with Conflict Instrument—Self, participants                                    Signe M. Spencer                                                     Appraisal Sourcebook
                              Dave Arch with a Foreword by Bob Pike, CSW   will learn about their own natural style tendencies, while the                                              This book, based on the landmark                                  edited by Craig Eric Schneier, Ph.D.,
                                                                           information gathered from the DWCI 360-Degree Feedback set will                                             McClelland/McBer job competence                                   Douglas G. Shaw, Richard W. Beatty, Ph.D., &
Will your next presentation be a success? Will participants be actively    give them insight into how they are perceived by others when                                                assessment (JCA) methodology,                                     Lloyd S. Baird, Ph.D.
involved and interested in your session? Most importantly, will they       resolving conflicts. The combined results of these assessments                                              provides an accurate, objective,
retain what they have learned?                                             indicate which styles of conflict resolution need the most improvement.                                                                                                        This sourcebook provides complete
                                                                                                                                                         easy-to-learn way of predicting job performance and success.
This new book will show you how to break free from the traditional                                                                                       It systematically presents the components of the JCA approach,                                   coverage of all aspects of performance
                                                                           Participants will explore the characteristics of each conflict-handling                                                                           management. It is a collection of articles from today’s most
expectations of participants in order to deliver memorable,                style which will help them develop greater style flexibility. In order to     including the Competency Dictionary, which lists, defines, and
interesting, and effective training presentations. You’ll gain the                                                                                       provides scoring criteria that can help you predict superior        authoritative sources, organized by experts to make it easy for
                                                                           decide which style is best in a given situation, they will learn to dissect                                                                       you to get the best information on current trends in the field.
courage to use the element of surprise and curiosity to keep               situations, using Conflict Situation Analysis.                                performance. The book will show you how to:
positive energy flowing throughout your sessions.                                                                                                                                                                            This is an invaluable resource for those who are designing,
                                                                           DWCI is a significant improvement over conventional conflict                     • Conduct the Behavioral Event Interview—a key to predicting
Tricks for Trainers contains proven magic tricks, brainteasers, and                                                                                           employee performance                                           managing, and evaluating performance management systems—
                                                                           assessments. It shortens usage time, produces clearer and more                                                                                    a practical “how-to” sourcebook on all aspects of performance.
puzzlers that will amaze your audience, get and hold your                  user-friendly results, and includes helpful support material. DWCI is            • Use the Competency Dictionary to interview, survey, and
audience’s attention, energize, help retain learning, and much             compatible with most existing training programs and is the easiest                 develop competency models for specific jobs in your company    Includes ready-to-use, fully reproducible handouts, questionnaires,
more.                                                                      way to update assessment materials.                                                                                                               transparency masters to use in presentations and training.
                                                                                                                                                            • Use generic competency models for a variety of types of jobs
     42                                                                                                                                                                                                                                                                                                     43

606 Great Training Ideas!
The best of Bob Pike’s Creative Training Techniques™                                                                                                                                                          The NEW Training Library
These invaluable resources include thousands of tips collected by renowned trainer Bob Pike and Creative Training Techniques™.
                                                                                                                                                                                                              Featuring the best articles from TRAINING Magazine and Lakewood
                                                                                                                                                                                                              Publication’s newsletters.
                                                                                                                                                                                                              Completely updated and revised, the 12-title library features the best advice and case
                   Dynamic                                             Optimizing                                      Powerful                                                                               studies from the past five years of TRAINING Magazine and Lakewood Publications’ three
                   Openers                                             Training                                        Audiovisual                                                                            training newsletters: Training Director’s Forum, Technology for Learning, and Creative
                                                                                                                                                                                                              Training Techniques. Designed to help novice as well as seasoned training professionals
                   & Energizers                                        Transfer                                        Techniques                                                                             have greater impact on their organizations.

                   101 Tips and Tactics                                101 Techniques for                              101 Ideas to
                   for Enlivening Your                                 Improving Training                              Increase the Impact         The Best of Creative Training Techniques                 The Effective Performance Consultant                  Making Training Pay Off on the Job
                   Training Classroom                                  Retention and                                   and Effectiveness of        Ideas from your peers on openers and energizers,
                                                                                                                                                                                                            Lessons from the trenches on internal
                                                                                                                                                                                                            performance consulting. In-depth sections on
                                                                                                                                                                                                                                                                  Creative ideas for making training “stick” for more
                                                                                                                                                                                                                                                                  than just a few months. Covers how to construct
Make your training sessions more dynamic                               Application                                     Your Training               keeping training fresh, increasing participant           needs analysis, separating training                   effective job aids, powerful action planning, and
and your presentation style more powerful                                                                                                          involvement, using creative resources, making            from nontraining solutions, partnering with line      getting managers to reinforce training back on the
                                                    Show top management how training               Capture and hold your audience’s attention      technology-assisted training more interactive, and       managers, and gathering and interpreting              job.
with this collection of 101 effective openers       improves on-the-job performance and            with this collection of 101 quick and           more.                                                    performance data.
and energizers. You’ll find quick, practical        organizational results by extending            easy-to-implement audiovisual tips.                                                                                                                            Using Technology-Delivered Learning
tips on how to: mentally involve and                training’s impact beyond the classroom         Filled with proven tips, tactics, and how-tos   Adult Learning in Your Classroom                         Basic Training                                        When and how to use the latest in CBT, CD-ROM,
challenge your participants, facilitate             door. Provides 101 low-cost, interactive and   that help you: create engaging slide and        Classic tips for understanding and motivating            The Language of Corporate Education                   Intranets, the Web, electronic performance
networking using innovative ice breakers,                                                                                                          adult learners, improving classroom instruction,         Designed for the new trainer. Features                support systems, satellite broadcasts, and
                                                    proven tips and strategies for adding impact   videotape presentations, make the most of                                                                                                                      videoconferencing to improve your training — and
and relieve stress and energize your group.                                                                                                        ensuring training transfer, and evaluating training’s    descriptions of the most common terms and
                                                    to content review and evaluation               your transparencies and flip charts,            impact.                                                  concepts in the HRD field, including technology-      cut delivery costs.
                                                    techniques. Includes games, memory and         use audiovisuals as learning tools,                                                                      delivered learning, performance technology,
                                                    job aids, and evaluation models.               and more.                                       Delivering Training                                      competency models, and more.                          The Training Mix
                                                                                                                                                   Mastery in the Classroom                                                                                       Choosing and Using Media & Methods
                                                                                                                                                   Best tips for managing and motivating trainees,          Managing Training in the Organization, Book I         A guide for matching the right delivery method to
                                                                                                                                                   using role plays, case studies, games and group          Increase your influence and impact as a training      content, audience, and budget. Covers selecting
                   Managing the                                                                                                                    approaches, creating audiovisuals, and the best          manager. Covers tying training to corporate           and working with vendors and consultants.

                   Front-End of                                        Motivating                                      Creative                    train-the-trainer approaches for new instructors.        strategy, overcoming management resistance to
                                                                                                                                                                                                            training, creating a training infrastructure, and     Evaluating Training’s Impact

                   Training                                            Your Trainees                                   Training Tools              Designing Training for Results
                                                                                                                                                   The latest thinking on writing objectives,
                                                                                                                                                                                                            interpreting business trends, politics, and
                                                                                                                                                                                                                                                                  Tips and ROI models for calculating the costs and
                                                                                                                                                                                                                                                                  benefits of HRD programs, measuring the payoff
                                                                                                                                                                                                                                                                  of soft skills training, creating better pre- and
                                                                       101 Proven Ways                                 101 Easy-to-Use             customizing off-the-shelf training, developing
                                                                                                                                                                                                            Managing Training in the Organization, Book II
                   101 Ways to                                         to Get Them to                                  Ideas for
                                                                                                                                                   content for technology-delivered learning, and
                                                                                                                                                   designing case studies, simulations, “small-bite”        Best practices for hiring and leading a training
                                                                                                                                                                                                                                                                  post-training tests, and using new technologies to
                                                                                                                                                                                                                                                                  enhance evaluation processes.
                   Analyze Training                                    Really Want to                                  Increasing Trainee          training, and management development courses.            staff, budgeting, creating cost-effective training
                                                                                                                                                                                                            and performance consulting, evaluating programs,
                   Needs—and Get                                       Learn                                           Participation                                                                        and working with outside vendors and consultants.
                                                    Contains 101 classroom-proven methods          As training budgets get tighter it becomes
The steps a trainer takes before a session          for making your training message not just      more important to make the most of
are as critical to its success as the actual        clearer, but more interesting to your          classroom resources to engage learners
delivery of the material. Discover 101 ideas        audience. Learn new ideas for getting and      during training. Features 101 easy-to-
for conducting better needs analysis and            holding your attendees’ attention and how      implement tips to help you actively involve
for taking care of other pre-course
administrative duties — from setting up the
                                                    to stress to them the importance of
                                                                                                   learners with inexpensive props and
                                                                                                   resources, promote creativity with
                                                                                                                                                                   A collection of the best activities from Creative Training Techniques Newsletter.
room to arranging guest speakers.                                                                  brainteasers and games, and ease stress
                                                                                                   and energize a group during intense
                                                                                                   training sessions.
                                                                                                                                                                                        101 Games for                                                                101 More Games
                                                                                                                                                                                        Trainers                                                                     for Trainers
                           Features the most timely and timeless articles from Training Magazine                                                                                        Bob Pike with Chris Busse                                                    Bob Pike with Chris Busse
                                                                                                                                                                                   101 of the best games from                                                       Now Bob Pike brings you
                           The Best of TRAINING                                                                                                                                    Creative Training Techniques                                                     101 More Games for Trainers.
                                                                                                                                                                                   Newsletter gathered into one book.                                               This is your sourcebook for
                           Designing and Delivering Cost-Effective Training                                                                                                        These classroom-tested games,                                                    engaging participants while they
                                                                                                                                                                                   exercises, and activities add spark                                              are in your classroom. You’ll find
                           From TRAINING Magazine
                                                                                                                                                                                   and energy to your training                                                      dozens of games, exercises, and
                          This is an essential resource for trainers who want to stay on top of the trends, challenges, and issues that can                                        sessions — and help adults really                                                activities specifically designed to:
                          improve their company’s productivity and profits. For over 33 years, TRAINING Magazine has presented the                     learn without even knowing it. Included are games for                                                        bring a weary group back to life;
                          thinking of the best and brightest people in the field concerning what it means to do this job, and do it right.             improving communication skills, developing conflict                                 lead an audience through a spirited, comprehensive review
                          The articles in this volume have been selected from back issues with an eye toward providing the reader with both            resolution skills, breaking the ice, creating team players,                         session; break the ice and grab participants’ attention,
a comprehensive education in the theories and practice of HRD, and plenty of nuts-and-bolts help with specific problems. This invaluable               and more.                                                                           and more.
resource includes the best, most timeless advice available to people in the training field.
      44                                                                                                                                                                                                                                                                                        45

3 Card sort activities—                                                                                                                                                                   Give your staff powerful new                                                            Innovative tools
                                                                                                      All new edition of the
Engaging, competency building activities to add focus                                                                                                                                     techniques for improving                                                                for trainers!
                                                                                                      definitive resource on teams!
                                                                                                                                                                                                     learning with this
and action planning to your training programs!
                                                                                                      Best Practices for Teams                                                                             ready-to-use
Each Training Package Includes
                                                                                                      Volume 1and 2                                                                                        package
   • Comprehensive Leader’s                 • 42 Laminated Cards
     Guide with background                  • Card Sorting Board                                      Glenn M. Parker, Editor
     interpretation, values
                                            • Five Participant             This all new second volume of the best-selling Best Practices for
     profiles, lesson plans, and
                                              Action Guides                Teams contains the latest thinking and techniques from over 40
     transparency masters
                                                                           expert practitioners in teams. This collection of articles, instruments,
                                                                           case studies, and training resources covers up-to-the-minute team
                                                                           topics from measuring, rewarding, and managing the performance                                                                                                  The New Fieldbook for Trainers
                    Building Performance Values                            of teams, to dealing with new issues like virtual teams and
                                                                                                                                                      Accelerated Learning Resource Kit                                                    Tips, Tools, and Techniques
                                                                           computer-based groupware.
                    Sharon A. Wulf, Ph.D.                                                                                                                                                                                                  John E. Jones, Ph.D., William L. Bearley, Ph.D., &
                                                                           All materials are fully reproducible. All of the instruments and           Tim Maples
                      This stimulating new consensus-building activity     training activities are included on diskette (in Microsoft Word                                                                                                 Douglas C. Watsabaugh
                      will help your work groups and teams realistically   format), making it simple for you to customize and reproduce these         This book and video program clearly present the theory and practice of a
                                                                                                                                                      variety of dramatically effective new training and learning techniques called        This innovative book is a gold mine of field-tested
                      analyze, discuss, and profile their values,          materials. This book is a must-have if your job involves managing,
                                                                                                                                                      accelerated learning. You will see how to deliver programs that shorten learning     principles, activities, instruments, and designs. The
                      strengths, and shortcomings. Using a collection      facilitating, training, or leading teams.
                                                                                                                                                      time, help participants more effectively internalize new information, and make       materials will help you produce high impact training to
                      of cards which contain statements about key
                                                                                                                                                      learning more self-directed, experiential, and enjoyable. Stimulating new            support performance improvement initiatives for
business values (such as customer focus, performance measures,
innovation, operational efficiency) participants work together to                                  Strategies for managing                            presentation methods such as guided imagery, mind maps, individualized
                                                                                                                                                      learning styles, active energizers, and using music to enhance learning are
                                                                                                                                                                                                                                           individuals and teams. Everything is reproducible and
                                                                                                                                                                                                                                           even customizable using the word processing files
profile “the way it is” versus “the way it should be” for their team,
group, or the entire organization. Any trainer can use this engaging                               unsolvable problems                                introduced through easy-to-implement, practical examples.                            provided on disk. More than 60 tools, activities, and
                                                                                                                                                                                                                                           designs are included. One look through this fieldbook,
process to stimulate productive communication and help groups                                                                                         The book and resource kit include more than 20 powerful new techniques that
gain critical insights into issues and practices. Participants then plot                           Polarity Management                                you can use to put the principles of accelerated learning to work in your
                                                                                                                                                                                                                                           and you’ll agree that it is the most directly beneficial
                                                                                                                                                                                                                                           collection of tools for trainers ever assembled under
the results on a graph and develop action plans to achieve their                                                                                      training.
desired goals.                                                                                     Identifying and Managing Unsolvable                                                                                                     one cover.
                                                                                                   Problems                                           Direct Benefits of Accelerated Learning
                                                                                                                                                         •   Increased long-term retention and recall
                                                                                                   Barry Johnson, Ph.D.
                    Customer Service Action Plan                           Some complex problems simply do not have “solutions.” The key to
                                                                                                                                                         •   Increased speed and quality of learning
                                                                                                                                                         •   Changed attitudes toward learning
                    Sharon A. Wulf, Ph.D.                                  being an effective leader is being able to recognize and manage
                                                                           such problems. Polarity Management presents a unique model and                •   Greater productivity through increased motivation and accuracy of work
                      Good customer service is easy to recognize,          set of principles that will challenge you to look at situations in new            performance
                      but often difficult to deliver consistently.         ways. Also included are exercises to strengthen your skills, and
                      This stimulating new training tool will help your    case studies to help you begin applying the model to your own
                                                                                                                                                      Resource Kit Includes
                      work groups and teams evaluate your customer         unsolvable problems.                                                          • 140-page manual
                      service practices and problems and develop new
                                                                           Polarity Management will increase your ability to distinguish                 • 1 video containing an overview, links, interviews, and real life examples
                      focus and action plans. Using an engaging card
sort activity participants interact and build consensus on priorities,     between problems which can be solved and polarities which cannot              • 4 audio cassettes of musical selections to enhance learning, creativity, and
practices, and problems, and then develop action plans.                    be solved, and show you how to effectively manage unsolvable                    visualization
The results of using this easy-to-administer activity will be renewed
awareness, better communication, improved focus, and practical
                                                                                                                                                                                                                                           50 Activities for Developing Leaders
action plans to improve your internal and external customer service.
                                                                                                   50+ Activities to Teach                                                         The Competent Leader                                    Lois B. Hart, Ed.D.

                                                                                                   Negotiation                                                                     A Powerful and Practical Tool Kit for                   This unique volume offers ready-to-use, proven activities
                                                                                                                                                                                                                                           to introduce and develop key skills in leadership training.
                    Shared Leadership in Action                                                    Ira G. Asherman                                                                 Managers and Supervisors                                Each activity includes clear objectives, detailed instructions
                                                                                                                                                                                   Peter B. Stark & Jane S. Flaherty                       on how to run the activity, and reproducible participant
                    Sharon A. Wulf, Ph.D.                                                           This book contains a variety of fully                                                                                                  materials.
                                                                                                    reproducible exercises to teach and reinforce                                    Learn what skills are required to be a successful
                    This involving new card sort group activity will
                                                                                                    the skills necessary to be a successful                                          leader in today’s business environment.
                    stimulate your managers, teams, and
                                                                                                    negotiator. Each activity includes a detailed                                    The Competent Leader concentrates on the
                                                                                                                                                                                                                                           Activities Cover
                    supervisors to analyze and discuss their current                                                                                                                                                                       •   Leadership theories
                                                                           description of the exercise, the steps to follow, additional resources,                                   interpersonal skills required to be a great leader.
                    leadership issues, and develop action plans to
                    improve their practices, processes, and climate.
                                                                           and lecture notes for the trainer. The exercises are designed to meet                                     Most people in supervisory, managerial, or other      •   Team building
                                                                           the needs of both the inexperienced and experienced trainer.               positions of leadership have exceptionally strong technical skills but are not       •   Values and beliefs
This easy-to-administer activity will help bring focus and harmony to                                                                                 equally strong in their interpersonal skills. This is because most people are
work groups and organizations. When used with different levels of          Training Objectives                                                        hired and promoted based on how well they perform the “operational” functions
                                                                                                                                                                                                                                           •   Visionary leadership
leaders—executive, middle managers, and front line supervisors—               • Evaluate participants’ current negotiation skills                     of a position. This book will aid both new and experienced leaders in                •   Change and risk taking
this engaging exercise can help align your entire organization
                                                                              • Demonstrate behaviors characteristic of successful negotiators
                                                                                                                                                      concentrating on the necessary skills to fine-tune their relationship-building       •   Professional development
around principles and practices of shared leadership. Participant                                                                                     skills. The Competent Leader is written in an easy-to-understand “how-to”            •   Mentoring
booklets enable individuals to relate organizational leadership issues        • Find creative new ways to approach problems                           format; it offers action planning guides and assessments which help transfer
to their own actions and practices.
                                                                                                                                                                                                                                           •   Recognition and rewards
                                                                              • Assess how participants deal with conflict                            newly learned skills back to the workplace.
                                                                              • Explore the boundary role concept and its implications
     46                                                                                                                                                                                                                                                                                       47

                             12 studies in                                                                                                            Get the inside facts on why and how leading                              Recognize and resolve the major causes of conflict
                             competency-based                                                                                                         companies have reorganized their HR departments
                             performance improvement                                                                                                  into completely new, business-driven functions.                                                   Learning from Conflict
                                                                                                       20 Training Workshops                                                                                                                            A Handbook for Trainers and Group
                             The Competency                                                            for Listening Skills                           Restructuring the Human                                                                           Leaders, Second Edition
                             Casebook                                                                  Clare Sproston & Glenna E. Sutcliffe           Resources Department                                                                              Lois B. Hart, Ed.D.

                             David D. Dubois, Ph.D., Editor             Train your staff to listen with skill and sensitivity. This volume contains   Objectives, Methods, Results                                                                     The structure of the book is derived from
                                                                                                                                                                                                                                                       Dr. Hart’s Learning from Conflict Model,
                                                                        20 ready-to-use workshops including detailed notes for the trainer,           Saratoga Institute and the American
                            This valuable book contains 12 detailed                                                                                                                                                            a simple, clear model that gives basic guidelines for applying its
                                                                        handouts, and reproducible participant materials. Each workshop
                            case studies which provide a snapshot
                                                                        takes 1 to 3 hours.
                                                                                                                                                      Management Association                                                   techniques to the specific needs of the participants. Instructors will
                            of how a variety of practitioners                                                                                                                                                                  learn how to help others accurately name their patterns of conflict,
conceptualized, created, and implemented competency-driven                                                                                            This book is the most important, most                                    understand their reactions, identify the causes, prevent conflicts from
performance improvement opportunities in their organizations.           Training Objectives                                                           detailed, most current analysis of the                                   developing and escalating, and apply conflict resolution techniques.
A variety of mechanisms and approaches are represented by cases                                                                                       restructuring efforts undertaken in the
                                                                           • Demonstrate how effective listening can enhance                          human resources department at 26                                         Learning from Conflict is written for trainers, facilitators, team leaders,
drawn from organizations from both the manufacturing and service             organizational performance                                                                                                                        and educators. The numerous, fully reproducible sample training
sectors. The cases include projects from areas such as leadership                                                                                     companies—Hewlett Packard, Goodyear Tire & Rubber,
                                                                           • Improve interpersonal relationships among staff                          Eastman Kodak, Raychem, and other leading organizations. In a            designs, case studies, and activities can be applied in a variety of
development, human resource practices, technical and professional                                                                                                                                                              training situations, including communication, supervision, and interper-
training and development, and organization development.                    • Eliminate common blockages to listening                                  comprehensive, in-depth, and easy-to-read fashion, this book
                                                                                                                                                      explains not only why these traditional human resources                  sonal relationships.
                                                                                                                                                      departments are reorganizing themselves into business-driven
                                                                                                                                                      functions, but how they are doing it. And it details what results have
                               Surveying Employees                                                                                                    been achieved from aligning the HR function with the business            Your Guide to the 21st Century Workplace
                               John E. Jones, Ph.D., &
                                                                                                    Humor Works                                       needs of their organizations.

                               William L. Bearley, Ed.D.                                            John Morreall, Ph.D.
                                                                                                                                                      Plus, you get a detailed, step-by-step case study of a successful
                                                                                                                                                      HR restructuring process. In addition to the in-depth analysis of the
                                                                                                                                                                                                                                                        The New Work Culture
                                 Access your company’s most                                         Increased productivity. High morale.              26 companies surveyed, this book supplies a detailed case study of                                HRD Strategies for Transformational
                                 important information source—                                      Effective change management. Reduced              the process undertaken at Unisys—along with a model for                                           Management
                                 your employees. This practical                                     workplace conflict and stress. These aren’t       effectively reshaping a human resources department.
                                 guidebook will show you how to                                     laughing matters—or are they? Most                                                                                                                  Philip R. Harris, Ph.D.
                                 develop clear, effective employee                                  business leaders today completely
                                 surveys in order to gather accurate                                overlook one of the most valuable tools                                          Find Out How to Attract and                                       This book is a reference for leading-edge
                                                                                                                                                                                                                                                       managers approaching the 21st century:
                                 information about conditions and
                                 situations within your organization.
                                                                                                    available to them: humor.
                                                                                                                                                                                     Retain Key Employees                                              a comprehensive guide to the new work
                                                                        Using dozens of examples and anecdotes, this book explores the                                                                                         culture. The New Work Culture deals with organizational
The information you obtain will uncover problems like inadequate
internal communication and unclear roles, and will provide you with
                                                                        connections between humor and creativity, teamwork, risk-taking,
                                                                        and effective communication. In addition to exploring the benefits of
                                                                                                                                                                                     Retention Management                      transformation challenges, perspectives on the new work
                                                                                                                                                                                                                               environment, human resource development in the metaindustrial
an objective starting point for initiating organizational change.       humor, the author also provides research-based explanations and                                              American Management Association and       work scene, and strategies to exercise leadership in high-tech
The guidebook provides a systematic presentation of the                 answers to important questions like: What is humor? Why is it so                                             Saratoga Institute                        corporations. This is an ideal resource for everyone from the MBA
survey-feedback intervention and provides the tools you’ll need to      closely related to creativity? How does it reduce stress?                                                                                              student to executives to HRD managers, providing a roadmap to the
promote lasting beneficial change in your organization. All of the                                                                                                                   Companies today face a serious talent     new work environment in the Information Society.
                                                                        The book also includes exercises and tips to help you experience
steps and issues that are part of the survey process are discussed                                                                                                                   shortfall marked by heavy financial
                                                                        the benefits of humor in your work.
in a logical, sequential format, with planning worksheets and                                                                                                                        consequences: reduced productivity,
checklists included.                                                                                                                                  lost intellectual capital, customer defections, lower sales, and the                                 Job aids for every phase of
                                                                                                                                                      high cost of replacing employees. This book explains why
                                                                                                                                                      employees voluntarily leave their jobs, what the root causes of the                                  instructional systems design
                                                                                                           The key to more effective                  retention problems plaguing American corporations are, and offers

                             Getting Results                                                               thinking and learning                      some solutions. Retention Management is a highly readable,                                                   Computerized Job Aids
                                                                                                                                                      understandable text which supplies the raw data as well as the
                             Case Studies in Performance                                                                                              textural analysis to explain how companies are dealing with one of                                           for Trainers
                                                                                                                                                      today’s most pressing corporate challenges: retaining top talent.
                             Improvement                                                                   Systems Thinking and                       Specifically, Retention Management looks at such topics as:
                                                                                                                                                                                                                                                                 Sharon G. Fisher
                             Timm J. Esque & Patricia A. Patterson                                         Learning                                      • The top 5 reasons people voluntarily leave organizations                                           Need a new format for a lesson plan
                                                                                                                                                                                                                                                              or a better way to assess your training
                                                                                                                                                         • The impact of employee turnover                                     needs? Why reinvent the wheel? Save time with this collection of
                             What do we mean when we talk about                                            Stephen G. Haines and The Centre for
                             performance improvement?                                                                                                    • Recommendations for successful attraction and retention             fully reproducible and customizable resources! The disk contains
                                                                                                           Strategic Management®                           programs
                             This collection of case studies shows                                                                                                                                                             32 templates to simplify your work in each phase of the instructional
                             the specifics of how performance           Created by Stephen G. Haines, former president of University                     • Key retention issues facing organizations now and through the       systems design process. The looseleaf manual includes another
improvement initiatives—training, new processes, teams, and             Associates (UA) Consulting and Training Services, this strategic                   year 2000                                                           35 job aids as well as printouts of all of the templates from the disk.
reward systems—have had a measurable impact on work groups              tool kit and guide provides state-of-the-art information to implement                                                                                  The manual also includes advice and timesaving shortcuts to use
                                                                                                                                                         • The hallmarks of a desirable employer
and/or entire organizations. The focus is on using performance          and sustain a systems solution to thinking and learning in your                                                                                        during the ISD process, and tips for customizing the templates to
interventions to solve business problems and improve results.           organization. Based on comprehensive literature searches, and                    • Re-recruitment strategies                                           meet your unique training needs.
Several cases are from large corporations (Intel, Motorola, Texaco,     General Systems Theory, this comprehensive step-by-step guide                    • The necessary components for planning and carrying out              This product is the culmination of 20 years of experience in
AT&T), and others represent experiences at small and middle-sized       includes the knowledge and “proven best practices” of the strategic                successful retention strategy                                       all facets of instructional systems design (analysis, design,
organizations including non-profits and government agencies.            management theorists, writers, and practitioners.                                                                                                      development, delivery, and evaluation) and is sure to add a
                                                                                                                                                                                                                               professional look to your training materials.
                             People Management Services Limited
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     Product Catalog Price List                                                                                                                                                                                                                                                    Product Catalog Price List
                                                                                                                                                                Title                                                                Packing Note                                                           Code    Selling Price

                                                                         TO ORDER                                                                               Conflict sytle inventory: Inventory
                                                                                                                                                                Continuous learning in organizations
                                                                                                                                                                                                                                     5 copies pack                                                        CSICP
                                                                                                                                                                                                                                                                                                                      HKD 325
                                                                                                                                                                                                                                                                                                                      HKD 1,000
                                                                                                                                                                Creative by design: Complete pack                                    1 leader guide, 5 questionnaires                                     PCACP       HKD 597
                                  MAIL TO : People Management Services Ltd.                                                                                     Creative training techniques handbook                                                                                                     CTTH        HKD 500
                      1307, Hanson House, 796, Nathan Road, Mongkok, Kowloon, Hong Kong.                                                                        Creative training tools                                                                                                                   CRTT        HKD 150
                                                                                                                                                                Customer service action plan                                         Card game workshop                                                   CSAP        HKD 1,000
                      ONLINE ORDER : PHONE ORDER : 2390 9347                                                                                Customer service best practices                                      Binder with a diskette                                               BPCS        HKD 900
                                                                                                                                                                Customer service training: How to create your own program                                                                                 CST         HKD 700
                         FAX ORDER : 2417 0253 EMAIL TO :
                                                                                                                                                                Dealing with conflict instrument: Assessment set                     5 copies pack; Each set includes 1 self and a set of 3 others        DCI5        HKD 923
                                                                                                                                                                Dealing with conflict instrument: Complete pack                      Workshop; Each includes 1 leader guide,                              DCICP       HKD 684
                                                                                                                                                                                                                                     1 participant book, 1 assessment set
                                                                                                                                                                Developing employees                                                 Workshop                                                             DE          HKD 2,000
           Enjoy a 5% discount on any single purchase of 5 or more items in this product catalog                                                                Developing the high performance workplace                                                                                                 HPWSO       HKD 700
                                                                                                                                                                Dynamic openers and energizers                                                                                                            DOE         HKD 150
                                                                                                                                                                Effective listening                                                  Workshop                                                             EL          HKD 2,000
  Title                                                                   Packing Note                                              Code      Selling Price     Effective organizational development                                                                                                      EOD         HKD 500
  101 games for trainers                                                                                                         101GT          HKD 220         Establishing the value of training                                   Binder with a diskette                                               EVT         HKD 800
  101 more games for trainers                                                                                                    101MG          HKD 220         Evaluating training                                                                                                                       ET2         HKD 400
  20 training workshops for customer service: Volume 1                    Binder                                                 20WC1          HKD 1,400       Experiential training activities for outside and in                                                                                       ETAOI       HKD 1,400
  20 training workshops for customer service: Volume 2                    Binder                                                 20WC2          HKD 1,400       Facing the tiger: Complete pack                                      Workshop                                                             FTIG        HKD 3,490
  20 training workshops for listening skills                              Binder                                                 20WLS          HKD 1,400       Facing the tiger: Participant book                                   5 copies pack                                                        FTPW        HKD 248
  25 instruments for team building                                        Binder                                                 25ITB          HKD 1,000       FAST feedback program: Complete pack                                 With video                                                           FSTLG       HKD 9,950
  25 role plays for negotiation skills                                                                                           25RPN          HKD 400         FAST feedback program: Complete pack                                 Without video                                                        FSTLN       HKD 5,950
  360 feedback                                                                                                                   360DF          HKD 300         FAST feedback program: Participant book                                                                                                   FSTPW       HKD 600
  50 activites for team building: Volume 1                                Binder                                                 50TB1          HKD 1,400       FAST feedback program: Self study package                                                                                                 FSTSS       HKD 350
  50 activites for team building: Volume 2                                Binder                                                 50TB           HKD 1,400       Faultless facilitation: Complete pack                                1 instructor manual, 1 participant workbook                          FFCP        HKD 1,799
  50 activities for achieving change                                                                                             50AC           HKD 1,400       Faultless facilitation: Participant book                                                                                                  FFR2        HKD 800
  50 activities for coaching/mentoring                                                                                           50CM           HKD 1,400       Fieldbook of team interventions                                                                                                           FTI         HKD 500
  50 activities for conflict resolution                                   Binder                                                 50CR           HKD 1,400       Flex style negotiating: Assessment set                               5 copies pack; Each set includes 1 self and a set of 3 others        FSNAS5      HKD 748
  50 activities for developing emotional intelligence                     Binder                                                 50DEI          HKD 1,400       Flex style negotiating: Complete pack                                Includes 1 instructor manual, 1 participant book, 1 assessment set   FSNCP       HKD 849
  50 activities for developing leaders                                    Binder                                                 50DL           HKD 1,400       Flex style negotiating: Participant book                             5 copies pack                                                        FSNPW5      HKD 998
  50 activities for diversity training                                    Binder                                                 50DT           HKD 1,400       Flip chart magic                                                                                                                          FCM         HKD 400
  50 activities for interpersonal skills training                                                                                50IPS          HKD 1,400       Frontline service: Complete pack                                     Workshop                                                             FSSP        HKD 3,950
  50 activities for sales training                                        Binder                                                 50ST           HKD 1,000       Frontline service: Create uniqueness                                 Video                                                                FSCU        HKD 1,950
  50 case studies for management and supervisory training                                                                        50CSM          HKD 1,400       Frontline service: Participant book                                                                                                       FSPW        HKD 400
  50+ activities to teach negotiation                                     Binder                                                 50TN           HKD 1,000       Frontline service: Pay attention                                     Video                                                                FSPA        HKD 1,950
  606 great training ideas                                                6 volume set                                           6CTT           HKD 800         Frontline service: Recovery                                          Video                                                                FSRH        HKD 1,950
  A compendium of icebreakers, engergizers, and introductions                                                                    CIEI           HKD 700         Frontline service: Service is inside out                             Video                                                                FSSI        HKD 1,950
  A step-by-step guide to starting an effective mentoring program                                                                SSG            HKD 300         Frontline service: Why service and what is it                        Video                                                                FSWS        HKD 1,950
  Accelerated learning resource kit: Book                                                                                        ALR            HKD 300         Getting results                                                                                                                           GR          HKD 400
  Accelerated learning resource kit: Complete pack                                                                               ALRK           HKD 2,000       Global competence                                                    Binder                                                               GC          HKD 1,000
  Adult learning principles workshop: Complete workshop                   1 instructor manual, 1 participant workbook            UAL2           HKD 1,000       Grand Canyon Adventures: Complete pack                                                                                                    GCAP        HKD 2,000
  Adult learning principles workshop: Participant workbook                                                                       UALC2          HKD 150         Grand Canyon Adventures: Hiking out of lava falls                    10 copies pack                                                       GCHO        HKD 495
  All new tricks for trainers                                                                                                    ANTT           HKD 250         Grand Canyon Adventures: Overboard in the roaring river              10 copies pack                                                       GCRR        HKD 495
  An overview of on-line learning                                                                                                AOOLL          HKD 200         Grand Canyon Adventures: Up deer creek without a boatman             10 copies pack                                                       GCDC        HKD 495
  Assessment of competencies for instructor development                   5 copies pack                                          ACID           HKD 248         How to empower an organization                                                                                                            HEO         HKD 300
  Balancing personal and professional ethics                                                                                     BPPE           HKD 700         HR consultant-in-a-box                                               Manual with a diskette                                               HRCB        HKD 1,400
  Behavior description interviewing: New, accurate, cost effective                                                               0205025970     HKD 600         Human resource development: A strategic approach                                                                                          HAS         HKD 400
  Behavior description interviewing training program: Complete pack                                                              BDITP          HKD 2,950       Human works                                                                                                                               HMW         HKD 250
  Behavior description interviewing training program: Participant book                                                           BDIPP          HKD 500         INSIGHT Inventory: Complete pack                                     1 training manual, a 45-minute video,                                IITCP       HKD 2,804
  Best practices for teams                                                2 volumes set with diskettes                           BPTCP          HKD 1,499                                                                            1 set of inventory (Form A, B and others)
  Best practices in leadership development                                                                                       BPLD           HKD 900         INSIGHT Inventory: Form A                                            5 copies pack                                                        IIFA        HKD 598
  Building interpersonal influence                                        Workshop                                               BII            HKD 2,000       INSIGHT Inventory: Form B                                            5 copies pack                                                        IIFB        HKD 325
  Building performance values                                             Card game workshop                                     BPV            HKD 1,000       INSIGHT Inventory: Other                                             5 copies pack                                                        IISF        HKD 598
  Card games for developing teams                                                                                                CGDT           HKD 1,000       Instructional design for web-based training                          Include a CD-Rom                                                     IDWBT       HKD 350
  Career skills for the new economy seminar: Book                                                                                MPGCS          HKD 100         Interview for success: Complete pack                                 Includes 1 leader guide, 1 participant book, 1 Interivew Generator   ISCPNIB     HKD 2,800
  Career skills for the new economy seminar: Complete pack                Workshop                                               CNSES          HKD 2,950       Interview for success: Particpant book                                                                                                    ISPW        HKD 300
  Career skills for the new economy seminar: Participant book                                                                    CSPW           HKD 300         Interview generator                                                  CD-ROM                                                               IB          HKD 700
  Change Abilitator: Complete pack                                        1 leader guide, 5 questionnaires                       CACP           HKD 747         Job analysis at the speed of reality                                                                                                      JASR        HKD 350
  Change Abilitator: Questionnaire                                        5 copies pack                                          CAQ            HKD 398         JUSTinTIME leadership workshop: Complete pack                        Workshop                                                             JITLS       HKD 4,950
  Changing pace                                                                                                                  CP             HKD 350         JUSTinTIME leadership workshop: Participant book                                                                                          JITWB       HKD 300
  Coaching for result: Assessment                                         5 copies pack                                          CFRCS          HKD 148         Just-in-time training assessment instrument                          Includes 1 administrator handbook, 1 instrument                      JITT        HKD 700
  Coaching for result: Complete pack                                      1 leader guide, 1 participant workbook, 1 assessment   CFR            HKD 1,000       Leadership development                                                                                                                    LD          HKD 2,500
  Coaching for result: Participant book                                   5 copies pack                                          CFRPW          HKD 748         Learning from conflict                                                                                                                    LC          HKD 600
  Communication response style                                            5 copies pack                                          THCR           HKD 198         Learning style questionnaire: Complete pack                          1 leader guide, 5 questionnaires                                     LSICP       HKD 625
  Competence at work                                                                                                             CAW            HKD 850         Learning style questionnaire: Questionnaire                          5 copies pack                                                        LSI         HKD 325
  Competency based performance improvement                                                                                       CBOA           HKD 700         Management development questionnaire: Computer based complete pack   1 TestBasesoftware, 10 users                                         MDQCCP      HKD 2,985
  Competency based performance improvement                                2 volumes, a CD-ROM is included                        CBPI           HKD 400         Management development questionnaire: Computer based questionnaire   10 users pack                                                        MDQTB       HKD 1,495
  Computerized job aids for trainers                                      Binder with a diskette in Microsoft Word version       CJATM          HKD 1,000       Management development questionnaire: Paper based complete pack      1 user manual, 5 questionnaires                                      MDQPCP      HKD 747
  Computerized management training library                                Binder with a diskette in Microsoft Word version       CMTLM          HKD 1,950       Management development questionnaire: Paper based questionnaire      5 copies pack                                                        MDQI        HKD 498
  Conflict style inventory: Complete pack                                 1 trainer guide, 5 inventory, 5 handouts               CSICP          HKD 822         Managing conflict constructively handout                             5 copies pack                                                        MCC         HKD 248
  Conflict style inventory: Handout                                       5 copies pack                                          MCC            HKD 248         Managing the front-end of training                                                                                                        MFET        HKD 150
Note : Price is valid till December 2001                                                                                                                      Note : Price is valid till December 2001

                          All Products Are Exclusively Distributed By People Management Services Limited                                                                                All Products Are Exclusively Distributed By People Management Services Limited
     Product Catalog Price List                                                                                                                                                                                                                                                Product Catalog Price List
  Title                                                                   Packing Note                                         Code     Selling Price     Title                                                                  Packing Note                                                Code   Selling Price
  Manchester personality questionnaire MPQ14                              1 TestBasesoftware, 10 users                       MPQ14CCP     HKD 2,385       The competent leader                                                                                                            CL2         HKD 350
  Manchester personality questionnaire MPQ14                              5 copies pack                                      MPQ14S       HKD 498         The complete guide to facilitation                                     Binder with a CD-ROM                                     CGF         HKD 1,250
  Manchester personality questionnaire MPQ14                              10 users pack                                      MPQ14SC      HKD 895         The complete guide to managing change and transition                                                                            CGMCT       HKD 1,000
  Manchester personality questionnaire MPQ14: Paper based Complete pack   1 user manual, 5 questionnaires                    MPQ14PCP     HKD 797         The complete guide to systems thinking & learning                                                                               STL         HKD 790
  Manchester personality questionnaire MPQ5                               1 TestBasesoftware, 10 users                       MPQ5CCP      HKD 2,085       The complete guide to teams: Private sector version                    Binder                                                   CGTPR       HKD 1,000
  Manchester personality questionnaire MPQ5                               1 user manual, 5 questionnaires                    MPQ5PCP      HKD 625         The complete guide to teams: Public sector version                     Binder                                                   CGTPS       HKD 1,000
  Manchester personality questionnaire MPQ5                               5 copies pack                                      MPQ5S        HKD 325         The complete management skills assessment kit                                                                                   CMAK        HKD 1,495
  Manchester personality questionnaire MPQ5                               10 users pack                                      MPQ5SC       HKD 595         The computer training handbook                                                                                                  CTH         HKD 490
  Motivating your trainees                                                                                                   MYT          HKD 150         The encyclopedia of games for trainers                                                                                          EGT         HKD 1,000
  New vision of leadership                                                5 copies pack                                      NVL          HKD 248         The executive's guide to competency based performance improvement                                                               EGCB        HKD 250
  On the edge: Complete pack                                                                                                 OE           HKD 4,950       The facilitator's tookit                                               Binder                                                   FT          HKD 1,250
  On the edge: Participant book                                           5 copies pack                                      OEPB         HKD 498         The heart of coaching                                                                                                           HOC         HKD 190
  On-demand learning                                                                                                         ODL          HKD 300         The human diversity workshop                                           2 volumes, Workshop                                      HDW         HKD 1,500
  Optimizing training transfer                                                                                               OTT          HKD 150         The influence styles inventory: Complete pack                          1 trainer guide, 5 questionnaires                        ISICP       HKD 575
  Organizational assessment                                                                                                  GOA          HKD 300         The influence styles inventory: Questionnaire                          5 copies pack                                            ISICP       HKD 325
  Performance based sales training                                        Binder with a diskette in Microsoft Word version   PBSTM        HKD 950         The manager's pocket guide to creativity                                                                                        MPGC        HKD 90
  Personal creativity assessment                                          5 copies pack                                      PCACP        HKD 298         The manager's pocket guide to dealing with conflict                                                                             MPGDC       HKD 90
  Personal style assessment                                               5 copies pack                                      SITF         HKD 248         The manager's pocket guide to documenting employee performance                                                                  MPGDE       HKD 90
  Personal style assessment: Short version                                5 copies pack                                      SV           HKD 198         The manager's pocket guide to eCommunication                                                                                    MPGEC       HKD 90
  Planning and managing human resources                                                                                      PMHR         HKD 350         The manager's pocket guide to effective meetings                                                                                MPGEM       HKD 90
  Polarity managemetn                                                                                                        PM2          HKD 250         The manager's pocket guide to effective mentoring                                                                               MPGM        HKD 90
  Post heroic leadership: Assessment                                      1 self and other (set of 3)                        PHLST        HKD 150         The manager's pocket guide to effective writing                                                                                 MPGEW       HKD 90
  Post heroic leadership: Complete pack                                   1 leader guide, 1 assessment set                   PHLCP        HKD 649         The manager's pocket guide to emotional intelligence                                                                            MPGEI       HKD 90
  Powerful audiovisual techniques                                                                                            PAT          HKD 150         The manager's pocket guide to employee relations                                                                                MPGER       HKD 90
  Preparing the future leader                                             Workshop                                           LQ           HKD 2,000       The manager's pocket guide to influence with integrity                                                                          MPGIP       HKD 90
  Preventing sexual harassment                                            Workshop                                           PSHW         HKD 1,250       The manager's pocket guide to leadership skills                                                                                 MPGLS       HKD 90
  Project management for work groups                                      Overhead master is in Acrobat format               PMWGA        HKD 1,950       The manager's pocket guide to organizational learning                                                                           MPGLO       HKD 90
  Project management for work groups                                      Overhead master is in PowerPoint format            PMWGP        HKD 1,950       The manager's pocket guide to performance management                                                                            MPGPM       HKD 90
  Project management toolkit: Complete pack                                                                                  PRMT         HKD 2,500       The manager's pocket guide to preventing sexual harassment                                                                      MPGSH       HKD 90
  PS Quality Teams: Building a quality team                               Workshop                                           BQT          HKD 2,000       The manager's pocket guide to project management                                                                                MPGPR       HKD 90
  PS Quality Teams: Decision making and planning tools for teams          Workshop                                           ADMP         HKD 2,000       The manager's pocket guide to public presentations                                                                              MPGPP       HKD 90
  PS Quality Teams: Facilitating teams                                    Workshop                                           PSFT         HKD 2,000       The manager's pocket guide to recruiting the workforce of the future                                                            MPGRW2      HKD 100
  PS Quality Teams: Problem solving tools and techniques                  Workshop                                           UPST         HKD 2,000       The manager's pocket guide to strategic and business planning                                                                   MPGSP       HKD 90
  PS Quality Teams: The problem solving process                           Workshop                                           PSPT         HKD 2,000       The manager's pocket guide to systems thinking & learning                                                                       MPGST       HKD 90
  PS Teams: committing to a team approach                                 Workshop                                           TCTA         HKD 2,000       The manager's pocket guide to team sponsorship                                                                                  MPGTS       HKD 90
  PS Teams: Communicating effectively in teams                            Workshop                                           TCET         HKD 2,000       The MbM questionnaire: Complete pack                                   1 trainer guide, 5 questionnaires                        MBMCP       HKD 525
  PS Teams: Creating a shared team purpose                                Workshop                                           TCST         HKD 2,000       The MbM questionnaire: Questionnaire                                   5 copies pack                                            MBM         HKD 275
  PS Teams: Evaluating team performance                                   Workshop                                           TETP         HKD 2,000       The negotiation sourcebook                                                                                                      NS          HKD 500
  PS Teams: Making team decisions by consensus                            Workshop                                           TMTD         HKD 2,000       The new fieldbook for trainers                                         Binder with a diskette                                   NFT         HKD 900
  PS Teams: Making team meetings work                                     Workshop                                           TMTW         HKD 2,000       The new sales game: Complete pack                                      Workshop                                                 NSG         HKD 2,490
  PS Teams: Planning for team results                                     Workshop                                           TPTR         HKD 2,000       The new sales game: Paricipant book                                                                                             NSGP        HKD 250
  PS Teams: Resolving team conflicts                                      Workshop                                           TRSC         HKD 2,000       The NEW training library: Complete set                                 12 volumes set                                           NTL         HKD 2,400
  PS Teams: Solving team problems                                         Workshop                                           TSTP         HKD 2,000       The new work culture                                                                                                            NWC         HKD 450
  PS Teams: Utilizing team members' abilities                             Workshop                                           TUTM         HKD 2,000       The performance measurement, management, and appraisal sourcebook                                                               PMMA        HKD 600
  Quick wits                                                                                                                 QW           HKD 1,000       The personality advantage questionnaire                                10 users pack                                            PAQ10       HKD 1,495
  Restructuring the human resources department                                                                               RHRD         HKD 2,500       The personality preference profile                                     5 copies pack                                            DPS         HKD 248
  Retention management                                                                                                       RTM          HKD 2,500       The portable conference on change management                                                                                    PCCM        HKD 1,000
  Selling made simple: Audio tape                                                                                            SSTA         HKD 120         The practical guide to facilitation                                                                                             PGF         HKD 350
  Selling made simple: Book                                                                                                  SSTB         HKD 200         The project manager's partner                                                                                                   PMP         HKD 400
  Selling made simple: Complete pack                                      Workshop                                           SSCP         HKD 4,950       The questions of diversity                                             Binder with a diskette in Microsoft Word version         QD6         HKD 1,000
  Selling made simple: Participant book                                                                                      SSTPW        HKD 150         The six principles of successful self-management: Complete pack        1 guidebook, 5 assessments                               DPSI        HKD 747
  Selling with INSIGHT                                                    5 copies pack                                      SWI          HKD 425         The sourcebook for self-directed learning                              Binder                                                   SDLS        HKD 800
  Service heroes in hospitality: Complete pack                            Workshop                                           SHH          HKD 2,000       The trainer's handbook for participative learning                                                                               THPL        HKD 250
  Service heroes in hospitality: Participant book                         5 copies pack                                      SHHPB5       HKD 448         The training and development sourcebook                                                                                         TDS2        HKD 500
  Service leadership: Complete pack                                       Workshop                                           SLTSP        HKD 3,950       The training needs analysis toolkit                                    Include a diskette in MS Word 6.0                        TNAT2       HKD 600
  Service leadership: Participant book                                    Binder                                             SLTFP        HKD 400         The visionary leader: Complete pack                                    1 trainer guide, 1 questionnaire set, 1 handout          VLCP        HKD 449
  Sexual harassment: Complete pack                                        Workshop                                           SHNRV        HKD 4,950       The visionary leader: Handout                                          5 copies pack                                            NVL         HKD 248
  Sexual harassment: Participant book                                     5 copies pack                                      SHNRP        HKD 498         The visionary leader: Questionnaire set                                5 copies pack                                            VLQS        HKD 748
  Shared leadership in action                                             Card game workshop                                 SLA          HKD 1,000       Trainer's assessment of proficiency: Complete package                                                                           TAPI        HKD 2,500
  Skills for internal consultants workshop: Instructor guide              Binder                                             SICW         HKD 1,000       Trainer's assessment of proficiency: Participant workbook                                                                       TAPCB       HKD 400
  Skills for internal consultants workshop: Participant coursebook                                                           SICWPC       HKD 400         Training clips                                                         Binder with a CD-ROM                                     TC          HKD 1,000
  Strategic employee polls                                                                                                   SEP          HKD 350         Training house assessment kit                                          Binder                                                   THRA        HKD 1,950
  Survey of organizational climate                                        5 copies pack                                      SOC          HKD 175         Training house reproducible games and simulations                                                                               THRG        HKD 1,950
  Surveying employees                                                                                                        SE           HKD 350         Train-the-trainer workshop: Instructor guide                           Binder                                                   TTWI2       HKD 1,000
  Surviving workplace change                                              Workshop                                           SWC          HKD 2,000       Train-the-trainer workshop: Participant coursebook                                                                              TTWC2       HKD 400
  Systems thinking and learning                                                                                              SMTK8        HKD 1,990       Transformational coaching workshop                                                                                              TCW         HKD 1,000
  Team communications                                                     Workshop                                           TCS          HKD 2,000       Transforming workplace conflict                                        Workshop                                                 MC          HKD 2,000
  Team workout: 50 interactive activities                                 Binder                                             TW           HKD 1,000       Twenty reproducible assessment instruments for the new work culture    Binder                                                   20RAI       HKD 800
  Terrific training materials                                                                                                TTM          HKD 400         Web-based interactive learning activities                              Binder with a CD-ROM                                     WILA        HKD 500
  The best of training                                                                                                       BOT          HKD 800         What do you say?                                                       5 copies pack                                            WDYS        HKD 248
  The competency casebook                                                                                                    CCB          HKD 400         Workforce diversity: Complete pack                                     Workshop                                                 WD          HKD 4,950
  The competency toolkit                                                                                                     CTK          HKD 2,950       Workforce diversity: Participant book                                  5 copies pack                                            WDP         HKD 498
Note : Price is valid till December 2001                                                                                                                Note : Price is valid till December 2001

                          All Products Are Exclusively Distributed By People Management Services Limited                                                                          All Products Are Exclusively Distributed By People Management Services Limited

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