Publications List
Dr. Donna Goldstein
101 Ways to Improve Your
Life, Vol.2,
Bring Your Dream to Life in Seven Focused Steps:
The 'Heroes' Story
David Riklan, Ed.,
SelfGrowth.com, 2006
Experts disclose success secrets
on achieving your ideal life, maintaining mind-body balance, dealing with
difficult people and countless other important topics. Self-improvement is
a journey that never ends, and this book will make that journey easier for you.
The 2005 Pfeiffer Annual
Training
The Human
Body: Creating a Business Plan
Written with Lois
Danis
This is an interactive group
exercise that allows participants to relate the various parts of a business plan
to associated parts of the human body. It aids in developing the participants’
awareness of the various elements of a business plan and their
interconnectedness.
The 2005 Pfeiffer Annual
Consulting
The Association for
Community Improvement:
Dealing with Hidden Agendas
Written with Luis R. Morales
This role play/simulation
activity puts three grassroots organizations against each other, with the goal
of securing a large community improvement grant from the county commission. One
group has an ethnocentric hidden agenda, which may or may not be recognized
during the process.
The
2004 Pfeiffer Annual Training
My Worst Nightmare:
Dealing with Employee Performance Issues
This is a small group
activity in the spirit of a reality game show, where managers have a chance to
vent (and learn from) the ways that challenging employees and situations have
been handled by others in the group.
The
2004 Training and Performance Sourcebook, ASTD/ Active Training
Seven
Sales Essentials
Written with Dennis Collins
Now more than ever, nearly
everyone in an organization is expected to be involved in the selling process.
Since many staff members have never been involved in sales, a quick reference
guide can be useful. This checklist can serve as a refresher for the seasoned
sales veteran or as an introduction to selling for the staff member, who needs
to get up to speed quickly on the essentials of selling. It can be used as a
standalone, sales development piece, or incorporated into current sales
training.
The
2004 ASTD Training and Performance Sourcebook
Are
You An Unstoppable Sales Person?
Written with Dennis Collins
Wouldn’t it be great if
every business employed nothing but unstoppable salespeople? Excellent sales
results are the product of high-performance sellers, and the best do certain
things better than the rest. We’ve captured the seven most important
characteristics of unstoppable salespeople, and we present them here for your
review. This instrument can be used as a standalone piece or as a part of a
larger sales training effort. It provides an easy and effective way to assess
yourself or your staff on the qualitative that are most often observed in the
very best salespeople, regardless of industry.
The
2003 Team and Organization Sourcebook, ASTD/ Active Training
“When
I was seventeen…” A Team-Building Activity
Written with Larry Robinson
This activity is designed to
assist a diverse group to value and appreciate their differences. It provides a
non threatening way for group and team members to reflect on and share their
backgrounds and preferences. It can open lines of communication and help break
down barriers among individuals who may have thought they had nothing in
common. The activity gives participants the opportunity to discover
commonalities as well as things they may not have know about each other. It is
also effective at highlighting and helping participants to overcome stereotypes.
The
2003 Training and Performance Sourcebook, ASTD/ Active Training
Nineteen Secrets to Getting Along With Your Boss
Written with Cynthia Miller
We all want staff we can
rely on, who are positive, conscientious, and proactive. This handout was
developed to help managers express what they want “more of” and “less of” from
their staff. The tips can be distributed to all staff and later used in
conjunction with staff performance appraisals, with excellent results. It makes
a useful checklist for employees or could be adapted by individual managers with
their own personality and philosophy. As gentle guidance, this handout can firm
the approach taken by high-performing staff and provide valuable career
development advice for employees who are in need of an “attitude adjustment.”
The
2003 Training and Performance Sourcebook, ASTD/ Active Training
Put On
A Happy Face: Demonstrating Customer Satisfaction
Written with Donna Duplantis
While managers understand
the relationship of customer satisfaction to such factors as repeat business,
company reputation, and profits, the focus for frontline staff may appear to be
merely one difficult or complaining customer that they need to satisfy. This
entertaining and brief demonstration activity will help you to make customer
satisfaction ratings “real” to the staff of any organization. It is designed to
open the discussion o the importance of giving superior service to every
customer or guest. It can be used as a demonstration to open a company or
departmental meeting or as an opener for a customer service training or
refresher session.
The
2003 Training and Performance Sourcebook, ASTD/ Active Training
Humor
and Attentive Service:
A Case Study Discussion and Role Play
This activity promotes
awareness of effective customer service. Through the discussion of a case
study, participants are guided to understand the potential benefits of using
empathy and gentle humor to enhance customer service. They also have the
opportunity to examine their own customer service experiences as a consumer and
to determine situations where humor might be included in an appropriate customer
service response. Role playing is also added to the mix.
The
McGraw Hill 2002 Training and Performance Sourcebook
Effective Customer Service: Two Case Studies
Learning about effective
customer service is best accomplished by example rather than by abstraction.
Participants are presented with two case studies, one illustrating poor customer
service and the other illustrating effective customer service. They are asked
to identify what elements contribute to both poor and effective customer service
and to create their own case studies that dramatize these elements.
The
McGraw Hill 2001 Team and Organization Development
Sourcebook
How
Satisfied
Is Your Staff?
Written with Brian Grossman
Most experts agree that it
is a smart idea to conduct an organizational climate survey at least once a year
to gauge a team’s satisfaction. Taking regular climate surveys can help you to
spot problem situations in early stages, and correct them before they have a
negative impact on productivity or morale. The problem with many organizational
development instruments is that they are long, complex, expensive, and
cumbersome to score. This 12-question instrument is easily understood and may
be used for in-person interviews by an internal or external consultant that will
take about 30 to 45 minutes to complete. It also works well as a written survey
that can e completed by team members and coded for anonymity.
The
McGraw Hill 2001 Training and Performance Sourcebook
Understanding and Resolving Customer Complaints:
A Guided Discussion
This activity provides a
structured format for any staff group to examine complaints made by its
customers. It empowers staffers to find their own resolutions to customer
service problems.
The
McGraw Hill 2000 Training and Performance Sourcebook
What’s
Your Creative Behavior Potential?
Written with Ronald Klein
Everyday we have
opportunities to make choices that lead us to either expand our world or
continue doing what is safe and familiar. This instrument can show you how open
you are to new experiences in you business and personal life and guide you to a
more creative and fulfilling lifestyle.
The
McGraw Hill 2000 Training and Performance Sourcebook
Five Ways
to Respect the Sexual Orientation of
Employees
Written with Jay Asher
Every workplace has a nearly
palpable temperature related to sexual orientation, and employees and
prospective employees can feel it. In addition to such issues as race, gender,
age, and ethnicity, an honest and inclusive dialogue on diversity must now
address the impact of prejudice against and stereotyping of lesbians, gays,
bisexuals, and transgender persons. Is an organization warm and receptive to
all employee differences, or cold and judgmental toward some? When you have
decided that sexual orientation should be part of your diversity thinking and
training, this handout and the dialogue that we suggest will help you make your
workplace more inclusive and respectful for all employees.
The
McGraw Hill 1999 Training and Performance Sourcebook
What
Does Your Career Path Say About You?
Written with Richard Israel
Survey after survey shows
that one of the top regrets in life is making the wrong career choice. This
reflective inventory will help the user to determine correct future career
choices. For example, a person may see a pattern emerging that includes several
meaningful jobs, but continuous poor income, or a high-paying job that requires
weeks away from home. Acknowledging and recognizing these factors allows the
individual to understand trade-offs, recognize changing circumstances, determine
the next career move, plot a career and life strategy, and gain insight into
where an individual invests time and energy.
The
McGraw Hill 1998 Team and Organization Development Sourcebook
Coffee
Break: A Case Study Exercise on Customer Service
Written with Maxine Kamin
Most people know when they
have received good service. They also know when the service has been less than
adequate. The case study used in this activity gives participants an
opportunity to identify behaviors that result in poor service and suggest ways
to correct them. It also fosters teamwork by encouraging the team to
problem-solve together to come to consensus on service blunders and ways service
could be improved in the scenario. From an organizational standpoint, it
highlights the necessity for all phases of the organization to be involved in
service delivery.
The
McGraw Hill 1997 Training and Performance Sourcebook
Four
Keys to Cross-Cultural Success
What does it take to relate effectively to natives or
countries or members of cultures other than your own? How competent are you at
crossing cultures either geographically or within your organization’s diverse
workforce? This handout is designed to address human resource issues. The
combined components comprise the characteristics that determine an individual’s
cross-cultural adaptability. Use this handout as part of a diversity training
session, management briefing, or as a stand-alone article for employees to read
before they venture away from their desks.
20
Active Training Programs,
Pfeiffer 1997
Managing a Diverse Workforce: How to Make It Work
Written with Howard
Housen
Knowing how to manage a diverse workforce is no longer
optional; it is a necessity. This program is designed for managers and
supervisors in organizations of any size and racial or ethnic mix. Participants
will develop a personal understanding of diversity issues and will learn
critical skills required to effectively manage and motivate a diverse
workforce. The design encourages participants to analyze their own experiences
and those of their organizations and work groups. The program concludes with
the development of a vision for diversity and action plans for the improvement
of management practices and policies.
Cultural Diversity Fieldbook, Peterson’s/
Pacesetter Books 1996
Bias Reduction Exercise
In one powerful, poignant, and often very funny videotape,
Whoopi Goldberg has created a cast of characters who cause us to examine our
stereotypes and preconceived notions about a variety of individuals and groups.
Vignettes from this video have been used in prejudice reduction training in
varied settings, where it has been found that people of all backgrounds relate
to her characters and their stories. This activity promotes empathy, respect,
appropriate interaction, and awareness of the challenges faced by disabled
people. Participants find themselves re-examining their most cherished beliefs.
Cultural Diversity Supplement,
ODT Incorporated 1996
Cross Cultural Adaptability:
Do You Have It? Bias Reduction Exercise #2
This includes supplemental
material that builds on the Race Relations activity from the Cultural Diversity
Fieldbook as well as cross cultural adaptability.
Experiential Activities for Intercultural Learning,
Intercultural Press 1996
The
Cooperative Map Exercise
This is an original activity
that is still used by diversity trainers and educators worldwide. It encourages
individuals to explore further cultural aspects of their communities. It has
been very helpful at the start of a class or workshop to help motivate
individuals to get to know each other better and to explore their communities.
Participants recognize the limitations of one’s frame of reference and
experience, while understanding the benefits of teamwork and cooperative
learning.
Experiential Activities for Intercultural Learning,
Intercultural Press 1996
What Do they Bring?
This is an original activity
that is still used by diversity trainers and educators worldwide. It is an
introductory exercise that would be most beneficial for people who have had
little exposure to diversity training or intercultural theory. It challenges
groups and individuals to uncover benefits and strengths in people whose
backgrounds may be different from their own. The activity will help
participants to better appreciate the value that diverse individuals bring to
classrooms and organizations while developing greater empathy for them.
Lives
to Save! The Rescuers, Act 1 Presentations 1996
Video/Workbook - Holocaust Education
This is a written
guide/workbook that supplements this video that highlights the “righteous
gentiles.” It includes a summary of each sketch acted out in the video,
biographies and additional information about the rescuers, discussion questions,
and applications.
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