Lori L. Silverman is the owner of Partners for Progress, a management consulting firm dedicated to helping organizations achieve and maintain a sustainable competitive advantage.

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.