This is the thoroughly revised and updated edition of the best-selling The Facilitator Excellence Handbook. Written for both new and experienced facilitators, the second edition of The Facilitator Excellence Handbook offers a comprehensive guide for understanding the full range of skills, processes, and knowledge needed to become an effective facilitator. The book addresses a variety of facilitation opportunities, challenges, and problems and also contains A variety of verbal and nonverbal facilitation techniques Step-by-step facilitation processes and tools Information on how to facilitate conflict resolution in groups and how to facilitate difficult situations Instructions for designing and leading group work Examples of how various levels of facilitator competency are called for in different types of groups Techniques for facilitating meetings, teams, virtual teams, and organization-wide projects Discussions on the art of facilitating and what makes a great facilitator

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Loaded with procedures, checklists, guidelines, samples, and templates, The Facilitator's Fieldbook covers all the key areas of successful team management, including establishing ground rules, planning meetings and agendas, brainstorming, resolving conflict, making decisions, and helping groups optimize their time. The completely revised third edition of this longtime go-to resource for novice and experienced facilitators provides new team-building exercises as well as updated information on virtual meetings, mediation, strategic planning, and much more. You'll also gain tips on maintaining the tone and flow of meetings, and will learn to determine when to delegate projects to individuals rather than assembling a group. Collaborative projects have become an increasingly prevalent feature of modern business strategies and workplace dynamics. But intentional, strategic facilitation is essential to making sure these groups and teams are effective. The Facilitator's Fieldbook provides readers the comprehensive tools and knowledge they need to help their teams--and, ultimately, their organizations--succeed.

A powerful and practical guide to help you navigate racism, challenge privilege, manage stress and trauma, and begin to heal. Healing from racism is a journey that often involves reliving trauma and experiencing feelings of shame, guilt, and anxiety. This journey can be a bumpy ride, and before we begin healing, we need to gain an understanding of the role history plays in racial/ethnic myths and stereotypes. In so many ways, to heal from racism, you must re-educate yourself and unlearn the processes of racism. This book can help guide you. The Racial Healing Handbook offers practical tools to help you navigate daily and past experiences of racism, challenge internalized negative messages and privileges, and handle feelings of stress and shame. You’ll also learn to develop a profound racial consciousness and conscientiousness, and heal from grief and trauma. Most importantly, you’ll discover the building blocks to creating a community of healing in a world still filled with racial microaggressions and discrimination. This book is not just about ending racial harm—it is about racial liberation. This journey is one that we must take together. It promises the possibility of moving through this pain and grief to experience the hope, resilience, and freedom that helps you not only self-actualize, but also makes the world a better place.

The second edition of Enterprise Excellence Handbook is a step-by-step guide to success designed for leaders and practitioners. It is organized in five major sections describing strategy, culture, project management, problem solving, and workshop facilitation. It is a must-have resource that will guide you in creating immediate and sustainable value for your organization. This Handbook includes: Strategy Driven for Success to define, deploy, and achieve strategic objectives; Cultural Engagement for Success to create an engaged and high-performing culture; Project Management for Success to complete projects within budget and on time; Problem Solving for Success to eliminate the root cause and implement a sustainable solution; Workshop Facilitation for Success to efficiently and effectively facilitate fast-paced events - problem-solving workshops and other types of workshops. With the purchase of this handbook, the reader has access to a downloadable file containing all templates referenced in the book.

Guide your school through its cultural proficiency transformation Despite the best efforts of equity leaders, our schools suffer from persistent inequities. Guiding the Journey to Excellence with Equity is a must-read for anyone who supports professional learning in our schools. It defines a process of “inside-out” growth that helps develop culturally proficient educators with the facilitation skills needed to navigate the obstacles that arise during equity transformations. Written with an equity lens, this book: Includes a powerful vignette that illustrates common challenges and solutions Focuses on mental models for managing group energy Is grounded in a systems model for personal and organizational transformation Provides tools for planning culturally proficient learning experiences

Based on the success of The Inclusion Facilitator Training Program at the University of New Hampshire, this book discusses changing the role of special education teachers to Inclusion Facilitators (IF). This change will emphasize that all special education teachers have a central responsibility to support students with disabilities so that they can be fully participating members of beterogeneous general education classes in their neighborhood schools. The IF approach is a well-developed, easily integrated method for improving special educator's skills. The book describes tested, practical ways to facilitate inclusion. It explains in detail the IFs role in classroom, including how to be a successful IF, how schools can support IFs, and how to prepare pre-service IFs.