A complete selection of training activities for teaching others the process of accepting change, demonstrating the need for change, reducing conflict, improving communication skills and more.

Following the book will enable any trainer to devise a professional training and development programme. Included are all the considerations a trainer needs to be aware of, ranging from skills assessment and learning styles, to relative benefits of on the job and off the job training, and the value of different types of training formats.

This companion title to 32 Activities on Coaching and Mentoring, reflects the prerequisites for a successful mentoring scheme and an effective mentor. The book offers a holistic approach, with help here on understanding mentoring, planning and designing a scheme. A variety of case studies, plus a selection of forms, questions, exercises and photocopiable materials, make this a thoroughly satisfying read.

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Increase your understanding of facilitation and learn interventions and exercises you can use with others. This resource manual provides managers, trainers and consultants a format based on the core skills facilitators need to develop as well as the issues they will face at work. The Fast Facilitator shows the difference facilitation skills can make in helping people learn, be more self-aware, be more flexible in their thinking and behavior and build their self-confidence. The manual is organized into three parts covering a huge amount of groundwork: Essential facilitation, group and team faci.

These fully reproducible activities will enable managers to concentrate on the personal views, feelings, and opinions of their staff, encourage person-centered management, improve interpersonal skills, ensure that organizational goals are achieved and more.

One of the key success factors for any organization is effective strategic change - to ensure adaptability and increase productivity. Despite its importance, most change management projects fail or only partly deliver on their promise, the missing link often being the conflict between boardroom strategic initiatives and the working process design of the company. Implementing Strategic Change shows that most of this conflict occurs during interfacing activity - the seemly small activities such as chasing, following up and seeking permission to proceed that help drive a process forward can make up to 80% of many employees workload. This book will show that business strategy and change implementation rely on deep and close process knowledge and help develop the framework for understanding and improving these activities in any organization.