The Handling Complaints Pocketbook looks at why and how people complain, and the key types of...

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Author: John Townsend

A collection of 24 portraits of 'difficult' participants encountered on training courses and at meetings. Meet the Trapper,...

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How to get the best from your working relationship with your boss and other senior people is the...

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An Open and Closed Case is a game that tests both analytical and problem-solving skills. Teams present lateral thinking problems to each other and through a process of questioning gradually...

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Call My Bluff is based on the popular TV panel game in which teams take turns to define an unusual word with 4 different meanings and challenge the other team to pick the correct meaning. 10...

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Shops and Robbers is a game that shows how easy it is to make assumptions about situations from a handful of facts. It is a great lead-in for putting personal prejudices under the microscope...

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The Interviewer's Office is a game that shows how easily we all make judgements about others. Left alone in an interviewer's office, players have to draw conclusions about the interviewer...

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The Perfect Leader is a great game for developing team decision-making skills. Using research into the top 10 characteristics of the "perfect leader", the group has to decide the correct...

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At some stage or other we all have to deal with difficult conversations. It may be to express...

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