Introduction.

1. Active Training Techniques: Promoting Learning by Doing (Mel Silberman).

2. Succession Planning: The Manager's Role (William Rothwell).

3. 360^o Feedback: Developing an Effective System (Charlotte Podowski).

4. Process Improvement: Using Process Maps for Analysis and Design (Tom Devane).

5. Effective Communication: Getting Your Message Across (Frances Young and Charles Haughton).

6. Coaching Skills: Supporting Employee Development (Mel Silberman).

7. Effective Listening: Better Relationships and Improved Results (Kevin Eikenberry).

8. Breakthrough Learning: Learning to Learn in a Changing World (Jeanne Baer).

9. Enhancing Established Trams: Strategies for Team Development (Laura McCann).

10. The Challenge of Change: Helping Others to Confront It (Karen Lawson).

11. Satisfaction Guaranteed: Delivering High-Caliber Customer Service (Kim Stott).

12. Sexual Harassment: A Workplace Delimma (Myra Bellin).

13. Personal Effectiveness: Strategies for Effective Living (Stephanie Juillerat and Laurie Schreiner).

14. New-Employee Orientation: Becoming Acquainted With a New Company (Stephanie Juillerat, Karen Lawson, and Nancy Carlson Lewine).

15. Consultative Selling: How to Build Partnership in Business Relationships (Denise A. Trifiletti and Ron A. Alexandri).

16. Productive Groups: Skills That Make a Difference (Mel Silberman).

17. Negotiating to Win/Win: Conflict Resolution in Personal and Professional Relationships (Mel Silberman).

18. Stress for Success: Understanding and Managing The Stress In Your Life (Vicky Whiteling).

19. Proactive Project Management: How to Be In Charge From Beginning to End (William Stieber).

20. Appreciating Diversity: A Window of Opportunity (Marie Amey-Taylor).

21. Career Exploration and Planning: Reviewing Your Options (Vicky Whiteling).

22. The Time of Your Life: Getting What You Want Through Time Management (Gretchen Castle).

23. Making Meetings Work: How to Plan, Organize, and Conduct Productive Meetings (Jean Haskell).

24. Conducting a Performance Review: Facilitating Employee Growth (Pat Gaddis).

25. The Art of Delegation: Effective Guidance for Your Direct Reports (Barry MacMillan).

Glossary.

References.

How to Use the CD-ROM.

Pfeiffer Publications Guide.