Publisher's note -- Preface -- About the authors -- 1. Climate setting and icebreakers -- 2. Communication -- 3. Conference leadership -- 4. Creative problem solving -- 5. Customer orientation -- 6. Learning and transfer of training -- 7. Memory challenges and brainteasers -- 8. Paradigm-breaking and change -- 9. Presentation tools -- 10. Self-concept -- 11. Success and leadership -- 12. Teambuilding and groups -- Help wanted! This is the fourth and newest edition to the training games series. It picks up where the authors left off in previous guides. There are fully-explained, ready-to-use icebreakers, brainteasers, problem-solvers and session closers that target the skills needed to teach most: communication, listening, presentation, leadership, creative problem-solving and more. Each game can be played in under 30 minutes and implemented at little or no cost. This edition focuses in on today's topics of team building, quality initiatives and quality in customer service.