© 1998 by Mike Lynch and Harvey Lifton
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Reproduced from Training Clips: 150 Reproducible Handouts, Discussion Starters,
and Job Aids, Mike Lynch and Harvey Lifton, Amherst, Mass.: HRD Press, 1998.
Please note: This permission statement is limited to the reproduction of materials for
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iii
Contents
PREFACE ................................................................................................................. xi
INTRODUCTION ................................................................................................. xiii
ASSIGNING WORK
SIX STEP APPROACH .........................................................................1
BENCHMARKING
YARDSTICK FOR IMPROVEMENT ......................................................2
BUSINESS
GAMES WE PLAY.................................................................................3
THE ART OF WAR ................................................................................4
CHANGE
GAINING SUPPORT .............................................................................5
LOOKING FOR NEW COMPETENCIES ..............................................6
OVERCOMING RESISTANCE ..............................................................7
OVERCOMING THE BARRIERS ..........................................................8
COACHING
COACHING INDICATORS ....................................................................9
GETTING AN EMPLOYEE TO TALK FREELY ....................................10
HELPING PEOPLE SUCCEED ..........................................................11
COMMUNICATIONS
I DON'T WANT ANY SURPRISES ......................................................12
ACTIVE LISTENING TECHNIQUES ...................................................13
ADDING IMPACT OVER THE PHONE ...............................................14
CRITICAL LISTENING STEPS ...........................................................15
DELIVERING BAD NEWS ..................................................................16
EIGHT STEPS TO LISTENING EFFECTIVENESS ............................17
FOCUSING YOUR MESSAGE ............................................................18
GENDER DIFFERENCES ..................................................................19
GIVING & RECEIVING EFFECTIVE FEEDBACK ..............................20
HANDLING OBJECTIONS.................................................................21
NON-BASICS ......................................................................................22
SAYING THANKS................................................................................23
iv
TEAM ROLES .....................................................................................24
TYPES OF LISTENING ......................................................................25
WHEN TO INFORM YOUR BOSS.......................................................26
CONFLICT
FIVE APPROACHES ..........................................................................27
MANAGING CONFLICT CONSTRUCTIVELY.....................................28
RESOLUTION THROUGH COMMUNICATIONS ................................29
CONSULTING
EVALUATING PERFORMANCE .........................................................30
WHEN DO YOU NEED A CONSULTANT?..........................................31
CREATIVITY
AN ACRONYM TO REMEMBER ........................................................32
COMMON BLOCKS CHECKLIST.......................................................33
COMPETITIVE ADVANTAGE..............................................................34
CREATING THE CLIMATE ..................................................................35
IDEA BOX ...........................................................................................36
RULES OF BRAINSTORMING ...........................................................37
UNLOCK YOUR BRAIN BY MIND MAPPING .....................................38
CULTURE
ORGANIZATIONAL CLIMATE.............................................................39
WORKING ABROAD...........................................................................40
CUSTOMERS
EVERYONE IS A CUSTOMER SERVICE REP ..................................41
GATHERING CUSTOMER INFORMATION ........................................42
KNOWING YOUR CUSTOMER'S REQUIREMENTS .........................43
DECISION MAKING
STYLES ..............................................................................................44
DELEGATING
CONQUERING DELEGATION BLOCKS ............................................45
A FLAWLESS PLAN ...........................................................................46
WHY EMPLOYEES AVOID RESPONSIBILITY ..................................47
DISABILITIES
DEALING WITH DIFFERENCES ........................................................48
DISCIPLINE
A PLAN FOR BEHAVIOR CHANGE ...................................................49
THE TERMINATION INTERVIEW .......................................................50
v
DOWNSIZING
LIFE AFTER LAYOFFS .......................................................................51
EMPLOYEE ASSISTANCE
INDICATORS OF SUBSTANCE ABUSE .............................................52
EMPLOYEE DEVELOPMENT
DISCUSSING GROWTH.....................................................................53
LEARNING FROM OTHERS ..............................................................54
PRACTICAL ACTIVITIES....................................................................55
EMPLOYEE PERFORMANCE
PLANNING, MONITORING, AND APPRAISING ................................56
EMPLOYEE PROBLEMS
DEALING WITH GRIEVANCES ..........................................................57
EMPLOYMENT
SELECTING AN AGENCY..................................................................58
EMPOWERMENT
ESTABLISHING TRUST ......................................................................59
ETHICS
SELF-CHECK .....................................................................................60
FOCUS GROUPS
GATHERING OPINIONS.....................................................................61
HUMAN RESOURCES
SERVICE QUALITY ............................................................................62
INFLUENCING YOUR BOSS
CHANGING BEHAVIOR .....................................................................63
INTERNATIONAL TRAVEL
10 TIPS TO KEEP YOU SAFE AND HEALTHY ...................................64
INTERPERSONAL SKILLS
AN ACTION PLAN ..............................................................................65
WORKING WITH OTHER TEAMS ......................................................66
vi
JOB DESCRIPTIONS
WRITING ONE THAT WORKS............................................................67
LEADERSHIP
IDENTIFYING STYLES.......................................................................68
IMPROVING INTERACTIVE TECHNIQUES.......................................69
KNOWLEDGE IS POWER ..................................................................70
LEADING IN THE SITUATION ............................................................71
TRANSFORMATIONAL LEADERSHIP...............................................72
MANAGEMENT
AN ORGANIC MODEL........................................................................73
AWARENESS OF NEW OPTIONS .....................................................74
MANAGING FROM A DISTANCE .......................................................75
RESOLUTIONS FOR THE NEW YEAR ..............................................76
THE NEW MANAGEMENT WHEEL ...................................................77
MEETINGS
GUIDING DISCUSSION .....................................................................78
MANAGING CONFLICT......................................................................79
PLANNING YOUR MEETINGS ...........................................................80
SAMPLE MEETING AGENDAS ..........................................................81
SETTING THE AGENDA.....................................................................82
MORALE
20 WAYS TO INCREASE YOUR EMPLOYEES’ MORALE ..................83
25 UNUSUAL REWARDS ...................................................................84
MOTIVATION
CREATING A MOTIVATIONAL CLIMATE............................................85
HOW PEOPLE MAKE CHOICES........................................................86
NEGOTIATING
PLANNING STRATEGIES ..................................................................87
REACHING AGREEMENT..................................................................88
NETWORKING
OPEN CHANNELS .............................................................................89
OUTSOURCING
A PROVEN APPROACH .....................................................................90

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