| Description |
xxxiii, 398 pages ; 25 cm + 1 CD-ROM |
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regular print |
| Contents |
Machine derived contents note: Foreword. -- Preface. -- Acknowledgments. -- Introduction. -- S E C T I O N O N E: Using Stories in Training. -- ONE. What Makes a Story a Training Story? -- TWO. Where Do Stories Come From? -- THREE. How to Craft a Story. -- FOUR. Incorporating Stories into Training. -- FIVE. Tips on Storytelling. -- SIX . Legal and Ethical Use of Stories. -- S E C T I O N T W O: The Stories. -- Table II.1: Story Information. -- Table II.2: Stories by Training Topic. -- SEVEN. Appreciating Differences. -- "A World Without Blacks" by William Austin Boone (1): This story speaks to the universality of the creative spirit. -- "Look at Me!" by Steve Hanamura (2): There are cultural differences surrounding respect. -- "When in Egypt, Do What?" by Clare Novak (3): While traveling in other countries, our expectations shape our experiences. -- "Catching an Unconscious Bias" by Julie O?Mara (4): When we least expect it, our biases can appear center stage. -- "I Never Noticed You Were Black" by LG Shanklin-Flowe rs (5): Unconscious judgements can block our appreciation of others. -- "The Scratch-and-Sniff Test" by Bob Shaver (6): First impressions play a key role in life. -- EIGHT. Communication and Feedback. -- "Are You Listening?" by Sharon L. Bowman (7): People talk and listen in different ways. -- "If You?re Not Asked, Keep Your Mouth Shut?" by Chris Clarke-Epstein, CSP (8): What makes it difficult for us to give feedback? -- "The House Guest" by Lunell Haught, Ph.D. (9): The inferences we make can impact the viewpoint we have about a situation. -- "How Far Is Far?" by Laura V. Page (10): Lack of shared meaning can send you down a very long road. -- "A Fish Tale" by John Renesch (11): Sometimes situations are not what they seem to be. -- NINE. Customer Service. -- "It?s the Little Things That Count" by Joe Barnes (12): Our smile is our personal signature. -- "Ladies and Gentlemen Serving Ladies and Gentlemen" by Chip Bell (13): How well does your organization define its expectations? -- "I Was Aching for a Fight" by Marcy Fisher (14): How do you prepare for the possibility of confrontation? -- "The Customer Strikes Back" by Robert McIlree (15): Never doubt the creativity and perseverance of well-intentioned customers. -- "You Don?t Qualify for the Senior Discount" by Laura V. Page (16): How do you know if you can trust a customer? -- "Sorry,We Can?t Do It" by Shelley R. Robbins, Ph.D. (17): An organization?s culture can influence service?both internally and externally. -- "The Taxi Driver" by Sivasailam "Thiagi" Thiagarajan (18): When do you heed the warnings of others about getting good service? -- TEN. Influence and Motivation. -- "The Cobbler?s Children" by Geoff Bellman (19): How important is influence in creating organizational change? -- "I Haven?t Worn My Hat in a Long Time" by Chris Clarke-Epstein, CSP (20): Sometimes leaders think they know best about motivating employees. -- "The Volunteer Job" by Joan Gillman (21): What might motivate us to open ourselves up to opportunity? -- "Missing a Golden Opportunity" by Jonathan M. Preston (22): What is the real purpose of a sales representative in the field? -- "Upstaged by a Rookie" by Jonathan M. Preston (23): How do you influence a more senior and seasoned colleague? -- "Who Called This Meeting?" by Shelley R. Robbins, Ph.D. (24): People?s true motivations on the job can undermine a goal. -- ELEVEN.Leadership. -- "A Culture Rooted in Gunpowder" by Merrill Anderson, Ph.D. (25):Where does an organization?s culture come from? -- "Expecting Too Little" by Paula Bartholome (26):A leader?s response to what we expect can sometimes surprise us. -- "The Bamboo Years" by Katherine M. Hudson (27):When is the best time to invest in the organization?s growth? -- "The Worth of a Contribution" by Kathy A. Nielsen (28):What factors help to determine one?s top work priority? -- "Fostering Full Potential" by LG Shanklin-Flowers (29):What is the leader?s role when someone has been earmarked for dismissal? -- TWELVE.Living Our Values. -- "A Legacy of Generosity" by Chip Bell (30):Our early life experiences help shape our values around giving. -- "Time Brings Perspective" by Geoff Bellman (31):Our values can help us sort out the "stuff" that gets in the way of our work. -- "In Search of Cappuccino With a Little Chocolate on the Side" by Kate Lutz (32):Being a rebel and being a victim are flip sides of the same coin. -- "Values Aren?t Accidental" by Edward E. Scannell, CMP, CSP (33):Our values are formed at an early age. -- "A Nation?s Values Connect Us" by David Zach (34):Tragedy often allows us to reconnect with our deepest values. -- THIRTEEN.Performance and Coaching. -- "The Case of the Magician?s Assistant" by Hortencia Delgadillo (35):Your assumptions about someone?s ability to perform work can get you into hot water. -- "The Roll of the Dice" by Sandra Hoskins, ISP, PMP (36):Resourcefulness is a key managerial skill. -- "Isolate, Exaggerate, and Integrate" by Joan Lloyd (37): What exactly do athletic coaches do to improve someone?s performance? -- "Thanks, I?ll Do It Myself" by Marcia Ruben (38): As leaders, our blind spots can have a powerful effect on employee behavior. -- "The Forest for the Trees" by Sheriene Saadati (39): Our performance is only as good as the systems in which we work. -- "Is He Qualified?" by Sheriene Saadati (40): What role can real-time coaching play in helping others to develop their skills? -- FOURTEEN. Problem-Solving. -- "For Lack of a System" by Larry P. English (41): There can be unintended negative consequences to the "perfect" solution. -- "The Porcupine and the Snake" by Suzann Gardner (42): Surface issues or symptoms can mask the real problem. -- "Viewing the Problem Through a Different Lens" by Sandra Hoskins, ISP, PMP (43): Lack of technology can be beneficial to solving a problem. -- "The Disapproving Neighbor" by Kate Lutz (44): How much does our own perspective color our understanding of a problem? -- "The Road to Peoria" by Bob Shaver (45): What factors impact how well a person can solve a problem? -- FIFTEEN. Teamwork and Collaboration. -- "Doing the Packarena" by Katherine M. Hudson (46): Communicating the importance of teamwork goes beyond posters and presentations. -- "The Slingshot" by Robert McIlree (47): Conflicting needs between teams can fuel outrageous responses. -- "A Family United" by Clare Novak (48): There is strength in unity. -- "The Contest" by Sivasailam "Thiagi" Thiagarajan (49): What does winning mean to you? -- SIXTEEN. Training Fundamentals. -- "I Didn?t Ask to Be Here" by Jean Barbazette (50): Our behavior in training is influenced by the choices we are allowed to make?or not to make. -- "In Pursuit of a Goal" by Paula Bartholome (51): We get out of learning what we are willing to put into it. -- "Teaching a Dog to Whistle" by Sharon L. Bowman (52): Learning is not a spectator sport. -- "Preparing Yourself for the Unexpected" by Larry P. English (53): How do you handle a crisis that arises during a training program? -- "How My Sons Learned to Dive" by Suzann Gardner (54): Each of us has a preference for how to pick up a new skill. -- "The Jock and His Wife Go Water Skiing" by John Renesch (55): What?s the difference between knowing and learning? -- There Are More Stories to Tell. -- Appendix: Interview Questions. -- About the Contributors. -- About the Authors. -- Bibliography. -- Suggested Readings. -- Index. -- CD-ROM Stories List and Credits. -- How to Use the CD-ROM |
| Summary |
Gives examples of stories about diversity, communication, customer service, leadership, values, problem-solving and teamwork that can be used to make training sessions more effective |
| Notes |
Formerly CIP. Uk |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Employees -- Training of.
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Employees -- Training of -- Anecdotes.
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Anecdotes.
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Learning -- Anecdotes.
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Storytelling.
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| Genre/Form |
Anecdotes.
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| Author |
Silverman, Lori L., 1958-
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American Society for Training and Development.
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| LC no. |
2002154864 |
| ISBN |
0787964360 : |
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0787978426 paperback |
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