CONTENTS
1. Nifty Notes: Involving Learners with Graphic Organizers
2. Nacirema, Inc.: A Case Study in Performance Management
3. Giving Constructive Feedback: Role-Plays
4. Improving Your Memory: Short Exercises
5. Earning Customer Capital: Learning to Increase Value Through Excellent Quality and Service
6. Do You Remember? The Interviewee's Comments
7. The Difficult Customer: A Role-Playing Exercise
8. The Silence of the Dogs: An Instant Conflict Situation
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