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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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