What Would You Do Leader s Guide

Author: Lorraine L. Ukens
Publisher: John Wiley & Sons
ISBN: 0787985376
Format: PDF, Docs
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The What Would You Do? game contains eight decision-making scenarios. For each scenario, players have to decide whether to take a collaborative or competitive road, scoring points for each of several rounds. Points are based on how an individual’s choice compares with those of the other players in the group. At the end of the game, players compare their decisions with the other players. The first scenario mirrors the original Prisoner’s Dilemma—two prisoners are captured and brought in for questioning. Each has to decide whether to collaborate (which results in a lighter sentence) or save their own skin (which results in no punishment for one prisoner, and a heavy sentence for the other). Each of the next seven scenarios introduces additional problems that turn up the heat and force the participants to make increasingly difficult ethical decisions.

Leadership Resources

Author: Center for Creative Leadership
Publisher: Center for Creative Leadership
ISBN: 9781882197576
Format: PDF
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Since 1986, HRD professionals, corporate trainers, educators, and managers have used this volume to identify materials that can help them better understand issues of leadership and leadership development and apply that understanding in their organizations and classrooms. Drawn from numerous sources and carefully reviewed by the editors, the information in Leadership Resources includes descriptions of current writings and films on leadership, a list of active leadership organizations, websites offering leadership resources, and announcements of annual conferences and meetings. Information on development instruments and exercises introduces many powerful techniques and strategies for enhancing personal growth and learning. A new, simplified organization allows for easier subject browsing, and subject, author, and title indexes provide detailed access to all parts of the book.

101 Ways to Improve Customer Service

Author: Lorraine L. Ukens
Publisher: John Wiley & Sons
ISBN: 9780787994822
Format: PDF, ePub, Docs
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101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

Adventure in the Amazon

Author: Lorraine L. Ukens
Publisher: Pfeiffer
ISBN:
Format: PDF, Kindle
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In this exciting activity, participants face a simulated "jungle survival." They must reach agreement in this imaginary setting in order to succeed, and they learn why consensus produces the best decisions. When their plane makes an emergency landing in the jungle, participants need to decide which of 15 items on the plane--including tallow candles, a pistol, safari hats, and other objects--would be most essential to their survival. First, as individuals, participants rate the 15 items. Then participants collaborate as a group and attempt to decide on the best course of action. When they cooperate, they experience the spark of synergy as never before! Use this gripping simulation to: * Improve decision-making skills * Enhance problem-solving abilities * Strengthen group cooperation * Show groups the power of synergy . . . and much more! Human resource professionals, team leaders, and managers piloting a team development effort, will want to conduct this refreshing activity with their groups and teams in any work setting.

Better Together

Author: Robert D. Putnam
Publisher: Simon and Schuster
ISBN: 9781439106884
Format: PDF, ePub, Docs
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In his acclaimed bestselling book, Bowling Alone: The Collapse and Revival of American Community, Robert Putnam described a thirty-year decline in America's social institutions. The book ended with the hope that new forms of social connection might be invented in order to revive our communities. In Better Together, Putnam and longtime civic activist Lewis Feldstein describe some of the diverse locations and most compelling ways in which civic renewal is taking place today. In response to civic crises and local problems, they say, hardworking, committed people are reweaving the social fabric all across America, often in innovative ways that may turn out to be appropriate for the twenty-first century. Better Together is a book of stories about people who are building communities to solve specific problems. The examples Putnam and Feldstein describe span the country from big cities such as Philadelphia, San Francisco, and Chicago to the Los Angeles suburbs, small Mississippi and Wisconsin towns, and quiet rural areas. The projects range from the strictly local to that of the men and women of UPS, who cover the nation. Bowling Alone looked at America from a broad and general perspective. Better Together takes us into Catherine Flannery's Roxbury, Massachusetts, living room, a UPS loading dock in Greensboro, North Carolina, a Philadelphia classroom, the Portsmouth, New Hampshire, naval shipyard, and a Bay Area Web site. We meet activists driven by their visions, each of whom has chosen to succeed by building community: Mexican Americans in the Rio Grande Valley who want paved roads, running water, and decent schools; Harvard University clerical workers searching for respect and improved working conditions; Waupun, Wisconsin, schoolchildren organizing to improve safety at a local railroad crossing; and merchants in Tupelo, Mississippi, joining with farmers to improve their economic status. As the stories in Better Together demonstrate, bringing people together by building on personal relationships remains one of the most effective strategies to enhance America's social health.

Exploring Leadership

Author: Susan R. Komives
Publisher: John Wiley & Sons
ISBN: 1118417488
Format: PDF, ePub, Docs
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This third edition is a thoroughly revised and updated version of the bestselling text for undergraduate leadership courses. This book is designed for college students to help them understand that they are capable of being effective leaders and guide them in developing their leadership potential. The Relational Leadership Model (RLM) continues as the major focus in this edition, and the book includes stronger connections between the RLM dimensions and related concepts, as well as visual applications of the model. The third edition includes new student vignettes that demonstrate how the major concepts and theories can be applied. It also contains new material on social justice, conflict management, positive psychology, appreciative inquiry, emotional intelligence, and new self-assessment and reflection questionnaires. For those focused on the practice of leadership development, the third edition is part of a complete set that includes a Student Workbook, a Facilitation and Activity Guide for educators, and free downloadable instructional PowerPoint® slides. The Workbook is a student-focused companion to the book and the Facilitation and Activity Guide is designed for use by program leaders and educators.

Introduction to Modern Climate Change

Author: Andrew Dessler
Publisher: Cambridge University Press
ISBN: 1316419126
Format: PDF, Docs
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This is an invaluable textbook for any introductory survey course on the science and policy of climate change, for both non-science majors and introductory science students. The second edition has been thoroughly updated to reflect the most recent science from the latest Intergovernmental Panel on Climate Change reports, and many illustrations include new data. The new edition also reflects advances in the political debate over climate change. Unique amongst textbooks on climate change, it combines an introduction to the science with an introduction to economic and policy issues, and is tightly focused on anthropogenic climate change. It contains the necessary quantitative depth for students to properly understand the science of climate change. It supports students in using algebra to understand simple equations and to solve end-of-chapter problems. Supplementary online resources include a complete set of PowerPoint figures for instructors, solutions to exercises, videos of the author's lectures, and additional computer exercises.

Adventure Tourism

Author: Colin Beard
Publisher: Routledge
ISBN: 1136430636
Format: PDF, Mobi
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Looking at the past, present and future of adventure tourism, Adventure Tourism: the new frontier examines the product, the adventure tourist profile, and issues such as supply, geography and sustainability. International case studies are used to illustrate these issues, including: Gorilla watching holidays,Trekking on Mount Everest, Diving holidays, and Outward Bound packages. Analysis of the development and nature of adventure tourism accompanies these studies, ensuring that the title is useful both for undergraduate and postgraduate students of tourism and for professionals involved in managing adventure tourism enterprises. There is also a companion website with additional cases, which can be found at www.bh/com/companions/0750651865.