A complete selection of training activities for teaching others the process of accepting change, demonstrating the need for change, reducing conflict, improving communication skills and more.

Following the book will enable any trainer to devise a professional training and development programme. Included are all the considerations a trainer needs to be aware of, ranging from skills assessment and learning styles, to relative benefits of on the job and off the job training, and the value of different types of training formats.

This companion title to 32 Activities on Coaching and Mentoring, reflects the prerequisites for a successful mentoring scheme and an effective mentor. The book offers a holistic approach, with help here on understanding mentoring, planning and designing a scheme. A variety of case studies, plus a selection of forms, questions, exercises and photocopiable materials, make this a thoroughly satisfying read.

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Increase your understanding of facilitation and learn interventions and exercises you can use with others. This resource manual provides managers, trainers and consultants a format based on the core skills facilitators need to develop as well as the issues they will face at work. The Fast Facilitator shows the difference facilitation skills can make in helping people learn, be more self-aware, be more flexible in their thinking and behavior and build their self-confidence. The manual is organized into three parts covering a huge amount of groundwork: Essential facilitation, group and team faci.

These fully reproducible activities will enable managers to concentrate on the personal views, feelings, and opinions of their staff, encourage person-centered management, improve interpersonal skills, ensure that organizational goals are achieved and more.

One of the key success factors for any organization is effective strategic change - to ensure adaptability and increase productivity. Despite its importance, most change management projects fail or only partly deliver on their promise, the missing link often being the conflict between boardroom strategic initiatives and the working process design of the company. Implementing Strategic Change shows that most of this conflict occurs during interfacing activity - the seemly small activities such as chasing, following up and seeking permission to proceed that help drive a process forward can make up to 80% of many employees workload. This book will show that business strategy and change implementation rely on deep and close process knowledge and help develop the framework for understanding and improving these activities in any organization.

Functional Biochemistry in Health and Disease provides a clear and straightforward account of the biochemistry that is necessary to understand the physiological functions of tissues or organs essential to the life of human beings. Focusing on the dynamic aspects of biochemistry and its application to the basic functions of the body, the book bridges the gap between biochemistry and medical practice. Carefully structured within five sections, each biochemical, physiological or medical subject that is covered in the book is presented in one complete chapter. Consequently, each subject can be read and studied in isolation although cross-sectional links between the subjects are included where necessary. Background material, both biochemical and medical, that is necessary for an understanding of the subject, is included at the start of each chapter and clear, relevant diagrams enhance students' understanding. * Focuses on medically relevant aspects of biochemistry written from a physiological rather than a chemical perspective. * Clear presentation that minimises the use of jargon. * Each chapter contains boxes on related topics, relevant diagrams and a brief glossary. * Coverage includes athletic performance, apoptosis and the immune system. * Key historical developments are included to show how modern biochemistry has evolved. By linking biochemistry, medical education and clinical practice this book will prove invaluable to students in medical and health sciences, biomedical science and human biology taking an introductory biochemistry course. In addition it will appeal to biochemistry and biology students interested in clinical applications of biochemistry.

This collection of activities, self-assessments, and exercises is especially useful as a resource to introduce the issue of conflict and its resolution as a part of workshops on management, leadership, communication, negotiation and diversity. The book is fully reproducible and flexibly organized in two sections. Part One includes twenty-five interactive group learning activities to explore conflict and provide practice in skills that help to resolve it. Part Two consists of twenty-five individualized exercises and assessments that are ideal for pre-work prior to group training sessions, or they can be distributed to participants for their own self-development. All of the activities and assessments are reproducible and include participant materials and notes for the instructor Selected Contents Part One: Group Workshop Activities: Two Responses to Conflict: Fight or Flight; How Can We Both Win? A Quick Demonstration; Individual Conflict Styles: A Zoological Approach; Approaches to Conflict: Role Play Demonstration; When Conflict Creates Stress, Don't Just Stand There...; Introduction to Listening: A Self Inventory; Red Flags; Benefits and Barriers: Exploring Third Party Intervention; Mismatched? Are You Reading the Non-Verbal Cues?; Constructive or Destructive Conflict: Lessons to be Learned; Gaining a Different Perspective; Assumptions: Who Needs 'Em?; Portrait of a Peacemaker; What Kind of Question is That?; Third-Party Mediation; Formulating Clear Agreements Part Two: Individualized Exercises and Assessments: Self-Assessment in Dealing with Differences; Analyzing A Conflict: Is It Worth Getting Into?; In the Heat of the Moment; How to Deal with Hot Buttons; Resolving a Conflict through Planning; Mediation: Test Your Knowledge; First Thoughts About Others: Perception IQ Quiz; Uncovering the Hidden Agenda; Your Turn: A Non-Judgmental Exercise; Supportive Listening: What's Your Score?; Escalate vs. Acknowledge: The Choice is Yours; Eight Different Points of View