Stories Trainers Tell

Foreword
Preface
Acknowledgments
Introduction

SECTION 1: Using Stories in Training
1. What Makes a Story a Training Story?
2. Where Do Stories Come From?
3. How to Craft a Story
4. Incorporating Stories into Training
5. Tips on Storytelling
6. Legal and Ethical Use of Stories

SECTION 2: The Stories
Table II.1: Story Information
Table II.2: Stories by Training Topic

7. 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.

8. 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.

9. 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?

10. 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.

11. 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?

12. 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.

13. 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?

14. 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?

15. 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?

16. 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 Reading
Index