Training Clips: 150 Reproducible Handouts, Discussion Starters, and Job Aids

© 1998 by Mike Lynch and Harvey Lifton

All rights reserved. Any reproduction in any media of the materials that appear in this book

without written permission from HRD Press is a violation of copyright law. The articles in the

publication may be freely reproduced for education/training purposes. There is no requirement to

obtain special permission for such purposes. We do, however, request the following statement

remain on all reproductions:

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

education/training activities and internal publications. Systematic or large-scale reproduction or

distribution or the inclusion of articles in publications for sale may be done only with prior

written permission.

Published by:

HRD Press

22 Amherst Road

Amherst, MA 01002

1-800-822-2801 (U.S. and Canada)

1-413-253-3490 (FAX)

www.hrdpress.com

Lakewood Publications

50 South Ninth Street

Minneapolis, MN 55402

1-800-707-7769

1-612-340-4819 (FAX)

www.trainingsupersite.com

ISBN 0-87425-431-0

Production services by Clark Riley

Cover design by Eileen Klockars

Editorial services by Robie Grant

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