| foreword. preface. acknowledgments. introduction. section one: using stories in training. one. what makes a story a training story? two. where do stories come from? three. how to craft a story. four. incorporating stories into training. five. tips on storytelling. six. legal and ethical use of stories. . section two: the stories. table ii.1: story information. table ii.2: stories by training topic. seven. appreciating differences. "a world without blacks" by william austin boone (1): this story speaks to the universality of the creative spirit. "look at me!" by steve hanamura (2): there are cultural differences surrounding respect. "when in egypt, do what?" by clare novak (3): while traveling in other countries, our expectations shape our experiences. "catching an unconscious bias" by julie o’mara (4): when we least expect it, our biases can appear center stage. "i never noticed you were black" by lg shanklin-flowe rs (5): unconscious judgements can block our appreciation of others. "the scratch-and-sniff test" by bob shaver (6): first impressions play a key role in life. eight. communication and feedback. "are you listening?" by sharon l. bowman (7): people talk and listen in different ways. "if you’re not asked, keep your mouth shut?" by chris clarke-epstein, csp (8): what makes it difficult for us to give feedback? "the house guest" by lunell haught, ph.d. (9): the inferences we make can impact the viewpoint we have about a situation. "how far is far?" by laura v. page (10): lack of shared meaning can send you down a very long road. "a fish tale" by john renesch (11): sometimes situations are not what they seem to be. nine. customer service. "it’s the little things that count" by joe barnes (12): our smile is our personal signature. "ladies and gentlemen serving ladies and gentlemen" by chip bell (13): how well does your organization define its expectations? "i was aching for a fight" by marcy fisher (14): how do you prepare for the possibility of confrontation? "the customer strikes back" by robert mcilree (15): never doubt the creativity and perseverance of well-intentioned customers. "you don’t qualify for the senior discount" by laura v. page (16): how do you know if you can trust a customer? "sorry,we can’t do it" by shelley r. robbins, ph.d. (17): an organization’s culture can influence service—both internally and externally. "the taxi driver" by sivasailam "thiagi" thiagarajan (18): when do you heed the warnings of others about getting good service? ten. influence and motivation. "the cobbler’s children" by geoff bellman (19): how important is influence in creating organizational change? "i haven’t worn my hat in a long time" by chris clarke-epstein, csp (20): sometimes leaders think they know best about motivating employees. "the volunteer job" by joan gillman (21): what might motivate us to open ourselves up to opportunity? "missing a golden opportunity" by jonathan m. preston (22): what is the real purpose of a sales representative in the field? "upstaged by a rookie" by jonathan m. preston (23): how do you influence a more senior and seasoned colleague? "who called this meeting?" by shelley r. robbins, ph.d. (24): people’s true motivations on the job can undermine a goal. eleven. leadership. "a culture rooted in gunpowder" by merrill anderson, ph.d. (25): where does an organization’s culture come from? "expecting too little" by paula bartholome (26): a leader’s response to what we expect can sometimes surprise us. "the bamboo years" by katherine m. hudson (27): when is the best time to invest in the organization’s growth? "the worth of a contribution" by kathy a. nielsen (28): what factors help to determine one’s top work priority? "fostering full potential" by lg shanklin-flowers (29): what is the leader’s role when someone has been earmarked for dismissal? twelve. living our values. "a legacy of generosity" by chip bell (30): our early life experiences help shape our values around giving. "time brings perspective" by geoff bellman (31): our values can help us sort out the "stuff" that gets in the way of our work. "in search of cappuccino . . .with a little chocolate on the side" by kate lutz (32): being a rebel and being a victim are flip sides of the same coin. "values aren’t accidental" by edward e. scannell, cmp, csp (33): our values are formed at an early age. "a nation’s values connect us" by david zach (34): tragedy often allows us to reconnect with our deepest values. thirteen. performance and coaching. "the case of the magician’s assistant" by hortencia delgadillo (35): your assumptions about someone’s ability to perform work can get you into hot water. "the roll of the dice" by sandra hoskins, isp, pmp (36): resourcefulness is a key managerial skill. "isolate, exaggerate, and integrate" by joan lloyd (37): what exactly do athletic coaches do to improve someone’s performance? "thanks, i’ll do it myself" by marcia ruben (38): as leaders, our blind spots can have a powerful effect on employee behavior. "the forest for the trees" by sheriene saadati (39): our performance is only as good as the systems in which we work. "is he qualified?" by sheriene saadati (40): what role can real-time coaching play in helping others to develop their skills? fourteen. problem-solving. "for lack of a system" by larry p. english (41): there can be unintended negative consequences to the "perfect" solution. "the porcupine and the snake" by suzann gardner (42): surface issues or symptoms can mask the real problem. "viewing the problem through a different lens" by sandra hoskins, isp, pmp (43): lack of technology can be beneficial to solving a problem. "the disapproving neighbor" by kate lutz (44): how much does our own perspective color our understanding of a problem? "the road to peoria" by bob shaver (45): what factors impact how well a person can solve a problem? fifteen. teamwork and collaboration. "doing the packarena" by katherine m. hudson (46): communicating the importance of teamwork goes beyond posters and presentations. "the slingshot" by robert mcilree (47): conflicting needs between teams can fuel outrageous responses. "a family united" by clare novak (48): there is strength in unity. "the contest" by sivasailam "thiagi" thiagarajan (49): what does winning mean to you? sixteen. training fundamentals. "i didn’t ask to be here" by jean barbazette (50): our behavior in training is influenced by the choices we are allowed to make—or not to make. "in pursuit of a goal" by paula bartholome (51): we get out of learning what we are willing to put into it. "teaching a dog to whistle" by sharon l. bowman (52): learning is not a spectator sport. "preparing yourself for the unexpected" by larry p. english (53): how do you handle a crisis that arises during a training program? "how my sons learned to dive" by suzann gardner (54): each of us has a preference for how to pick up a new skill. "the jock and his wife go water skiing" by john renesch (55): what’s the difference between knowing and learning? there are more stories to tell. appendix: interview questions. about the contributors. about the authors. bibliography. suggested readings. index. |
内容加载中，请稍后...
商品评论（0条）