Acknowledgements.

Introduction.

Chapter One: Getting Acquainted.

1. Alphabetical Circle: A Fun Way to Learn Names and a Lot More.

2. Group Résumé: Who We Are Collectively.

3. Things We Have in Common: Getting to Know You.

4. Predictions: Making Guesses About Co-Participants.

5. Introductory Go-Arounds: Brief Self-Disclosures.

6. What’s in a Name? My Story.

Chapter Two: Communication.

7. Communication Tokens: An Awareness Exercise.

8. Direct Communication: You Write the Scripts.

9. Explaining Something Complicated: Avoiding Information Dumps.

10. Obtaining Participation: Using Different Formats.

Chapter Three: Assertive Behavior.

11. Concerns About Confronting Employees: Overcoming the Anxiety.

12. Assertive Starters: Ways to Begin an Assertive Message.

13. Non-Verbal Persuasion: Assessing Its Impact.

14. Refusing Unwanted Requests: Practicing Saying No.

15. Stating Complaints and Requesting Change: Skill Practice.

Chapter Four: Influencing Others.

16. Alligator River: Looking at People with Different Glasses.

17. Question First: The Best Way to Overcome Resistance.

18. Influencing Others: Four Role-Play Scenarios.

19. Getting Your Foot in the Door: Avoiding Rejection.

Chapter Five: Conflict and Negotiation.

20. Views of Conflict: A Word Association Game.

21. What You Bring to Conflict Situations: Experiencing Different Styles.

22. The Ten-Thousand-Dollar Challenge: Working Through a Conflict.

23. Role Reversal: Arguing the Flip Side.

24. Rating Methods to Deal with Conflict: Yours and Theirs.

25. Breaking a Stalemate: Steps to Move Forward.

Chapter Six: Creativity and Problem Solving.

26. Getting Ready for Brainstorming: Creative Warm-Ups.

27. Part Changing: Demonstrating a Technique to Increase Creativity.

28. Brainwriting: An Alternative to Generating Ideas Verbally.

29. Inspired Cut-Outs: Freeing the Mind.

30. Wearing Someone Else's Shoes: Taking a Different Perspective.

31. Making Decisions After Brainstorming: Narrowing the Options.

Chapter Seven: Diversity.

32. Being in the Minority: Simulating an Everyday Reality.

33. I've Been Curious: Questions I Have Been Afraid to Ask.

34. Setting the Record Straight: Things About Me and Others Like Me.

35. Unlocking Memories: Self-Disclosures in a Diverse Group.

Chapter Eight: Facilitating Teams.

36. Multi-Voting: A Constructive Way to Make Decisions.

37. Rotating Facilitators: Practicing Effective Facilitation.

38. Card Exchange: A Unique Way to Stimulate Discussion.

39. The Problem with Majority Voting: A Double Whammy.

40. Changing the Rules: Altering Group Process.

41. Removing Egos: A Tool for Team Facilitators.

Chapter Nine: Exchanging Feedback.

42. Animal Metaphors: An Exercise in Obtaining Honest Feedback.

43. Giving Effective Feedback: Wheaties Over Donuts.

44. Judging the Impact of Words: Applications to Giving Feedback.

45. When Asking for or Giving Feedback Is Challenging: Your Advice.

Chapter Ten: Leadership.

46. The Window Shade of Decision Making.

47. Mirroring: Experiencing the Joys and Tribulations of Being a Leader.

48. Going Outside Comfort Zones: Brief Exercises in Change.

49. Changes You Would to Make: Dreaming Beyond the Status Quo.

Chapter Eleven: Teaching and Coaching Employees.

50. Making Butterflies: It's Not What You Say That Counts.

51. Brain-Friendly Teaching: Using Four Key Principles.

52. Building Skills Through Role Plays: You Have Options.

53. The Components of Effective Coaching: Observing the Process.

54. Show But Not Tell: Upping the Stakes.

Chapter Twelve: Understanding Others.

55. Avoiding Labels: Interpreting Behavior Objectively.

56. Be Curious, Not Furious: Five Ways to Understand Others.

57. Comparing Yourself to Others: Looking for Differences and Similarities.

58. The Three C's What Makes People Difficult.

Chapter Thirteen: Sales and Customer Service.

59. A Convincing Sales Presentation: Warm-Up Practice.

60. Dissatisfied Customers: How to Win Them Over.

61. To Consult or Not Consult: Assessing Your Selling Style.

62. Your Company's Sales Philosophy: How Do You Treat Customers?

Chapter Fourteen: Building.

63. The Stages of Team Development: A Card Sorting Activity.

64. Television Commercial: An Unusual Team-Building Activity.

65. Creative House Building: An Exercise in Teamwork.

66. Fishbowl Meeting: Observing Group Process.

67. Making Paper Cups: Simulating a Learning Organization.

68. Are You a Team Player? Things Team Players Do.

69. Paper Airplanes: The Power of Collaboration.

Chapter Fifteen: Train the Trainer.

70. Active Vacations: Topics versus Objectives.

71. Design Challenges: Planning How to Achieve Training Objectives.

72. Energizers: Ways to Wake Up or Relax a Training Group.

73. Has This Ever Happened to You? Making Team Learning Work.

74. Training Styles: Three Continua.

75. You Have Many Options: Increasing Your Training Repertoire.

About the Author.