Contents

Grateful Acknowledgments

Introduction

Section I : Training Topics

Chapter 1 : Communication: The Most Vital Skill

Story, Song, Poem, Saying

Do You See What I See?

Perception Reflection

Tuscan Summer Evenings

Go for the Win

Chapter 2 : Listening: The Second Half of Communication

No Advice Please

I See You Listening

Do You Know How to Listen?

Yellow Ball

Are You Smiling?

Chapter 3 : Customer Service and Sales: Imperative for Organizations

Defining a Great Customer Experience

What’s in the News?

Objection Resolution

Chapter 4 : Creativity and Innovation: Most Important in a Complex World

The Penny Story

It’s Not What You Think

Creative Storming

Creative Word Toss

Chapter 5 : Diversity and Inclusion: Valuing Differences

We Are All Different

Diversity Quilt

Are You This or That?

Cultural Networking

Generation Genius

Chapter 6 : Teamwork: Get to Know Your Team

Conceptualization of You

Team Speed-Dating

Acquainted Antics

Team Commercial

Three Truths and a Lie

Ties That Bind

Favorites Poker

Personality Polaroid

Chapter 7 : Teamwork: Working Together

A Cat and a Fridge

Capital Team Building

Picture Your Ideal Team

People to People

Pipe Dream

Team Think-ING

Build a Bridge

Planning with Spaghetti and Marshmallows

Straw Towers

Hula Hoop Challenge

From Seeing to Achieving

Think on Your Feet

Chapter 8 : Leadership: What It Takes to Make a Leader

The Great Leadership Debate

What a Difference a Goal Makes

Create a Vision

Power of Questions

Vote Trust with Your Feet

You Be the Ethicist

Valuing the Values

Chapter 9 : Solving Problems: Find Practical Solutions

Dig It Up

Consult the Experts

Scenario Cards

Through the Looking Glass

Chapter 10 : Professional Development: Skills for the Workplace

Activating Enthusiasm

Stress Symphony

Zoom!

Puzzled Prospects

Performance Graffiti Wall

Part of the Big Picture

Multitasking Stressors

Get Ready for Interviewing

Section II : Training Tools and Techniques

Chapter 11 : Icebreakers: Getting to Know You

What’s Under Your Bed?

Tell Me Something Good

Getting to Know You . . . Getting to Know All About You

What’s in a Name?

Roll of the Die

Guess What We Have in Common

Immodest Interview

Whose Snowball?

Look What I Can Do!

Spell It Out!

Chapter 12 : Openings: Start with a BANG

Rapid Rate of Change

Focus Einstein Style

Learning Is Valuable

Level the Playing Field

Make a Wish

Great Expectations

Definition BINGO

I Said I Need to Learn

Let Go of Your Fears

Purging the Potholes

Jazzed

Chapter 13 : Reviewing: Make It Fun

PPT Board Game Review

Throw Down Your Answer

Learning Stations

Answer the Question and Keep the Card

I’ll Say It Myself

Tweet! Key Learnings

Chapter 14 : New Tools: Add a Twist to Your Techniques

Speedy SMEs

Remember Me?

Product Knowledge Scramble

Key Ideas

Give Them the BlackBerries

Tell Me About Yourself

Deal with It

Blog and RE-Blog

Success Chain

Take Action

Dirty Training Room

Chapter 15 : Online Learning: Tools to Try

Twitter Introductions

Virtual Warm-Up

YouTube: A Human Touch

Virtual Role Plays

Virtual Word Cloud

Online Review Wheel

Chapter 16 : Ideas for Your ASTD Chapter

A Gift to Use

Between Meeting Meetings

Activity GPS

About the Editor