This evaluation form is adapted from Roger Ailes' book,
You Are the Message:Secrets of the Master Communicators.
Ailes was media advisor to Presidents Reagan and Bush.
 

1. Did the speaker establish initial rapport with the audience?
2. Were body movements stiff?
3. Was it just an intellectual approach, or was the speaker able to involve the audience emotionally?
4. Did the speaker show discomfort or fear?  did there appear to be a lack of preparation?
5. Were eye contact and facial expression well used?  Were there any smiles?
6. Was there any humor?  Or at least cheerfulness?
7. Were the intentions clear, or were you wondering where the speaker was going with this?
8. Was silence used for impact?  Were pauses used?
9. Was it a low energy speech, resulting in bad pitch, rate, and volume?  Was there a lack of intensity?
10. Were the language and material boring?

Manual: Interpersonal Communication

#1 Conversing with Ease	-- Identify techniques to use in conversinng with strangers. -- Recognize different levels of converstaation. -- Inititate a conversation with a strangeer. -- Use open-ended questions to solicit infformation for further conversation. -- time: 10 to 14 minutes.
#2 The Successful Negotiator	-- Employ win/win negotiating strategies tto achieve your goals. -- Enjoy the benefits of win/win negotiatiing. - time: 10 to 14 minutes.
#3 Diffusing Verbal Criticism	-- Respond non-defensively to verbal critiicism. -- Employ a five-step method to identify tthe problem, diffuse the attack and arrive at a solution. -- time: 10 to 14 minutes.
#4 The Coach	-- Determine reasons for someone's substanndard performance. -- Coach the person to improved performancce. -- time: 10 to 14 minutes.
#5 Asserting Yourself Effectively	-- Enjoy the mental and physical benefits of being assertive. -- Employ the four-step method for addresssing a problem and asking for help. -- Overcome resistence to your requests. -- time: 10 to 14 minutes.

Manual: The Discussion Leader

#1 The Seminar Solution	-- Present an introductory short talk or bbrief lecture describing a theory, model, or information about a topic that will be discussed by a group following the presentation. -- Organize the information so that it is easy to understand and can be remembered. -- Orient the group to think about the speecific goal of the discussion that follows. -- Use a buzz session discussion techniquee to promote group participation in deriving information leading to a solution to the problem. Group Members: club members materials: Flip chart, grease pencil, six note pads and pencils. time 20 to 30 minutes.
#2 The Round Robin	-- Establish the meaning of a question witth a discussion group. -- Using a problem solving pattern, lead tthe participants in a brainstorming session. -- Screen the possible solutions and lead the group in deciding what action to take. Group size: club members. materials: flip chart, grease pencil, pad and pencil. Time: 20 to 30 minutes.
#3 Pilot A Panel	-- Select a problem for panel discussion. Select not less than three members in advance to speak on the panel. -- Define the common goals and the purposee of the panel. -- Acting as moderator, monitor the panel discussion to inform the audience. -- Group Size: One discussion leader and tthree panelists selected in advance from amoung the club members. Club members who participate as panelists will receive credit for other basic or advanced manual projects that relate to the purpose of the individual presentations; e.g., Speaking to Inform, The Persuasive Speech, Constructing Your Speech, Clarify Your Meaning, etc. Time: 30 to 40 minutes.
#4 Make It Make-Believe (Role-Playing)	-- Understand what role-playing is and howw to use it effectively in group communication. -- Select a problem involving human relatiions in which you may use the role-playing method to illustrate and explore the problem. -- Create a plot and characters relevant tto the discussion problem and select a cast from amoung the group members. -- Direct the role-play enactment, relate it to the discussion problem, and lead the group in arriving at a solution. -- Group Size: One group leader and particcipants selected in advance from amoung the club members. Materials: Flip chart, grease pencil. Time: 20-30 minutes.
#5 The Workshop Leader	-- Building group unity, guide the workshoop participants in an investigative discussion of the problem. -- Follow a problem solving pattern to arrrive at a solution. -- Bring the group to an agreement before the discussion ends. Group Size: one discussion leader and club members. Materials: Flip Chart, grease pencil. Time: 30 to 40 minutes.

Manual: Humorously Speaking

#1 Warm Up Your Audience	-- Prepare a speech that opens with a humoorous story. -- Personalize the story. -- Deliver the story smoothly and effectivvely. Time: 5 to 7 minutes.
#2 Leave them with a Smile	-- Prepare a serious speech that opens andd closes with humorous stories. -- Prepare a closing story that reemphasizzes the speech's main point. -- Deliver the stories smoothly and effecttively. Time: 5 to 7 minutes.
#3 Make Them Laugh	-- Prepare a speech that opens and closes with humorous stories. -- Include jokes in the speech body to illlustrate points or maintain audience interest. -- Deliver the jokes and stories smoothly and effectively. Time: 5 to 7 minutes.
#4 Keep Them Laughing	-- Prepare a speech that opens with a selff-deprecating joke. -- String together two or three related jookes in the speech body. -- Close the speech with a humorous story.. Time: 5 to 7 minutes.
#5 The Humorous Speech	-- Use exaggeration to tell a humorous stoory. -- Entertain the audience. -- Effectively use body language and voicee to enhance the story. -- Time: 5 to 7 minutes.

Manual: Special Occasion Speeches

#1 Mastering The Toast	-- Recognize the characteristics of a toasst. -- Present a toast honoring an occasion orr a person. Time: 2 to 3 minutes.
#2 Speaking In Praise	-- Prepare a speech praising or honoring ssomeone, either living or dead. -- Address five areas concerning the indivviduals and his/her accomplishments. -- Include anecdotes illustrating points wwithin the speech. Time: 5 to 7 minutes.
#3 The Roast	-- Poke fun at a particular individual in a good-natured way. -- Adapt and personalize humorous materiall from other sources. -- Deliver jokes and humorous stories effeectively. Time: 3 to 5 minutes.
#4 Presenting An Award	-- Present an award with dignity. -- Acknowledge the contributions of the reecipient. Time: 3 to 4 minutes
#5 Accepting An Award	-- Accept an award with dignity, grace andd sincerity. -- Acknowledge the presenting organizationn. Time: 5 to 7 minutes

Manual:Storytelling

#1 The Folk Tale	-- To tell a folk tale that is entertaininng and enjoyable for a specific age group. -- To use vivid imagery and voice to enhannce the tale. Time: 7 to 9 minutes.
#2 Let's Get Personal	-- To learn the elements of a good story.< -- To create and tell an original story baased on a personal experience. Time: 6 to 8 minutes.
#3 The Moral of the Story	-- To understand that a story can be enterrtaining yet display moral values. -- To create a new story that offers a lessson or moral. -- To tell the story, using the skills devveloped in the previous two projects. Time: 4 to 6 minutes.
#4 The Touching Story	-- To understand the techniques available to arouse emotion. -- To become skilled in arousing emotions while telling a story. Time: 6 to 8 minutes.
#5 Bringing History to Life	-- To understand the purpose of stories abbout historical events or people. -- To use the storytelling skills developeed in the preceding projects to tell a story about a historical event or person. Time: 7 to 9 minutes.

Manual: Interpretive Reading

#1 Read A Story	-- To understand the elements of interprettive reading. -- To learn how to analyze a narrative andd plan for effective interpretation. -- To learn and apply vocal techniques thaat will aid in the effectiveness of the reading. Time: 8 to 10 minutes.
#2 Interpreting Poetry	-- To understand the differences between ppoetry and prose. -- To recognize how poets use imagery, rhyythm, meter, cadence and rhyme to convey the meanings and emotions of their poverty. -- To apply vocal techniques that will aidd in the effectiveness of the reading. Time: 6 to 8 minutes.
#3 The Monodrama	-- To understand the concept and nature off the monodrama. -- To assume the identity of a character aand to portray the physical and emotional aspects of this character to an audience. Time: 5 to 7 minutes.
#4 The Play	-- To adapt a play for interpretive readinng. -- To portray several characters in one reeading, identifying them to the audience through voice changes and movement. Time: 12 to 15 minutes
#5 The Oratorical Speech	-- To understand the structure of an effecctive speech. -- To interpret and present a famous speecch. Time: 10 to 12 minutes.

Manual: The Entertaining Speaker

#1 The Entertaining Speech	-- Entertain the audience through use of hhumour and/or drama drawn from your personal experience. -- Organize an entertaining speech for maxximum audience impact. Time: 5 to 7 minutes.
#2 Resources For Entertainment	-- Draw humorous and/or dramatic material from sources other than your own personal experience. -- Adapt your material to suit your topic,, your own personality and the audience. -- Use entertaining material as a means off conveying a serious message. Time: 8 to 10 minutes.
#3 Make Them Laugh	-- Prepare a humorous speech drawn from yoour own experience. -- Strengthen the speech by adapting and ppersonalizing humourous material from outside sources. -- Deliver the speech in a way that makes the humour effective. Time: 8 to 10 minutes.
#4 A Dramatic Talk	-- Develop an entertaining dramatic talk aabout an experience or incident, or give a dramatic reading. -- Include vivid imagery, characters and ddialogue. -- Deliver the talk in an interpretative mmanner. Time: 10 to 12 minutes.
#5 Speaking After Dinner	-- Prepare an entertaining after-dinner taalk on a specific theme. -- Deliver the talk extemporaneously, usinng the skills developed in the preceding entertainment projects. Time: 13 to 15 minutes.

-- --

Manual: Public Relations

#1 The Public Relations Speech	-- Prepare a talk that will build goodwilll for your organization by supplying useful information of interest to the audience. -- Favorably influence the audience by thee skillful and friendly delivery of your talk. Time: 5 to 7 minutes.
#2 Resources For Goodwill	-- Research the operation and benefits of an organization or company. -- Prepare a talk designed to build goodwiill toward it by presenting factual information. -- Analyze the common interests of your auudience and focus your presentation on those interests. -- Effectively use at least one visual aidd to enhance the audience's understanding. Time: 8 to 10 minutes.
#3 The Persuasive Approach	-- Direct a persuasive appeal to the audieence's self-interests using a combination of fact and emotion in a speech delivered in such a manner that it appears extemporaneous. -- Persuade the audience to adopt your vieewpoint by the use of standard persuasive techniques. Time: 8 to 10 minutes.
#4 Speaking Under Fire	-- Prepare a talk to persuade a hostile auudience at least to consider your position on a controversial issue. -- Conduct a question-and-answer period onn the speech subject. Time: 6 to 8 minutes for speech- 8 to 10 minutes for question period.
#5 The Media Speech	-- Write a speech script on behalf of a soocial cause. -- Using the script, present the speech too persuade a general television audience. Time: 8 minutes plus or minus 30 seconds. * This project has special requirements to stimulate a television broadcast. Make arrangements in advance for the proper equipment. If at all possible, a club might arrange for their members to witness an actual studio production as a helpful preparation for this project.

Manual: Specialty Speeches

#1 Speak off the cuff	-- Develop an awareness of situations in wwhich you might be called upon to deliver an impromtu speech. -- Understand how to prepare for impromtu speaking. -- Develop skill as a speaker in the improomptu situation by using one or more patterns to approach a topic under discussion; for example, comparing a past, present, future situation or before and after. Time: 5 to 7 minutes.
#2 Uplift the Spirit	-- Identify and understand the basic diffeerences and similarities between inspirational speeches and other kinds of speeches. -- Learn how to evaluate audience feeling and establish emotional rapport. -- Develop a speech style and delivery thaat effectively expresses inspirational content by moving the audience to adopt your views. Time: 8 to 10 minutes.
#3 Sell a Product	-- Understand the relationship of sales teechnique to persuasion. -- Skillfully use the four steps in a salees presentation: attention, interest, desire, action. -- Identify and promote a unique selling pproposition in a sales presentation. -- Be able to handle objections and close a prospective buyer. Time: 10 to 12 minutes
#4 Read Out Loud	-- Arrive at an understanding of the elemeents that comprise oral interpretation and how it differs from preparing and giving a speech. -- Learn the preparation or planning technniques of effective interpretation. -- Learn the principles of presentation annd develop skill in interpretive reading with regard to voice and body as instruments of communication. Time: 12 to 15 minutes.
#5 Introduce the Speaker	-- Focus on the special occasion talk fromm the standpoint of the introducer (function chairman, toastmaster, master of ceremonies). -- Become knowledgeable and skilled in thee functions associated with the master of ceremonies. -- Handle the introduction of other speakeers at a club meeting. Time: The duration of a club meeting. (To be arranged with the educational vice-president).

Manual: Speeches By Management

#1 The Briefing	-- Apply the key steps in the prepration oof a briefing and the organization of material. -- Give a briefing according to a specificc objective so the audience will have an understanding of the information. -- Effectively handle a question-and-answeer session following the briefing. Time: 8 to 10 minutes for speech- Five minutes for question period.
#2 The technical speech	-- Convert a technical paper or technical material and information into a technical speech. -- Organize a technical speech according tto the inverted pyramid approach. -- Write a technical speech as "spoken lannguage", not as an article. -- Give the speech by effectively reading out loud. Time: 8 to 10 minutes.
#3 Manage and Motivate	--Understand the concept and nature of mottivational method in management. -- Apply a four step motivational method wwith the objectives to persuade and inspire. -- Deliver a motivational speech to persuaade an audience to agree with your management proposal. Time: 10 to 12 minutes.
#4 The Status Report	-- Organize and prepare a status report innvolving the overall condition of a plan or program, or performance of a department or company in relation goals. -- Construct the report according to a fouur step pattern. -- Give an effective presentation of the rreport. Time: 10 to 12 minutes.
#5 Confrontation: The Adversary Relationship	-- Understand the definition and nature off the adversary relationship. -- Prepare for an adversary confrontation on a controversial management issue. -- Employing appropriate preparation methoods, strategy, and techniques, for communicating with an adversary group as the representation of your company or corporation. Time: 5 minutes for speech, ten minutes for question period.

Manual: The Professional Salesperson

#1 The Winning Attitude	-- Understanding the importance of a selliing attitude that puts customer's interests ahead of your own. -- Learn to translate product features intto "people" benefits. -- Utilize the five-step structural sequennce for building a sales presentation. -- Prepare and deliver a sales presentatioon that focuses on meeting audience needs. time: eight to ten minutes.
#2 Closing The Sale	-- Understand the importance of closing inn successful selling. -- Master several closing techniques appliicable to various products and sales situations. -- Prepare and deliver a sales presentatioon incorporating one or more closing techniques. -- Effectively handle audience questions aand/or objections. time: ten to twelve minutes
#3 Training The Sales Force	-- Understand the role of a sales trainer in helping salespeople to function successfully. -- Select a specific aspect of selling andd prepare an educational and/or motivational presentation. -- Present an interesting, interactive salles training speech and conduct a role play to enable the audience to practice sales techniques. Speech time: six to eight minutes role play time: eight to ten minutes. final discussion time: two to five minutes. **arrangements for this presentation should be made with your educational vice-president well in advance.
#4 The Sales Meeting	-- Learn to coordinate an effective sales meeting. -- Apply sales meeting techniques to the cchallenge of building membership in your Toastmasters club. -- Plan and conduct a kickoff meeting for a Toastmasters membership campaign. time: fifteen to twenty minutes- more if time allows. **arrangements for this presentation should be made with your educational vice-president well in advance.
#5 The Team Sales Presentation	-- Understand the nature and process of a team sales presentation. -- Develop a concept and plan for a sales presentation involving three or more speakers, including yourself. -- Assemble a team of speakers who can worrk together effectively. -- Coordinate the planning, preparation, aand delivery of a team sales presentation. time: fifteen to twenty-minutes (five to seven minutes per person for manual credit) **arrangements for this presentation should be made with your educational vice-president well in advance.

Manual: Technical Presentations

#1 The Technical Briefing	-- Using a systematic approach, organize ttechnical material into a concise presentation. -- Tailor the presentation to the audiencee's needs, interests and knowledge levels. time: eight to ten minutes
#2 The Proposal	-- To prepare a technical presentation advvocating a product, service, idea or course of action. -- To present your viewpoint logically andd convincing, using an inverted-pyramid approach. -- To effectively use a flipchart to illusstrate your message. -- To effectively handle a question-and-annswer period. time: eight to ten minutes for speech; three to five minutes for question period.
#3 The Nontechnical Audience	-- Understand the principles of communicatting complex information to nontechnical listeners. -- Build and deliver an interesting talk bbased on these principles. -- Answer audience questions that arise duuring the presentation. -- Use overhead tranparencies to illustratte your message. time: ten to twelve minutes.
#4 Presenting a Technical Paper	-- Deliver an interesting speech based on a technical paper or article. -- Effectively use a flipchart, overhead pprojector or slides to illustrate your message. time: ten to twelve minutes.
#5 The Team Technical Presentation	-- Understand the nature and process of a team technical presentation. -- Conceptualize a briefing or proposal innvolving three or more speakers, including yourself. -- Assemble a team of club members capablee of getting the job done. -- Orchestrate the planning, preparation aand delivery of a team technical presentation. time: 20 to 30 minutes. ** aarangements for this presentation should be made with your club's educational vice-president well in advance. Also, you should arrange for an evaluator for each speaker.

Manual: Communicating on Television

#1 Straight Talk	-- To effectively present an opinion or viiewpoint in a short time. -- To stimulate giving a presentation as ppart of a television broadcast. time: three minutes, plus or minus 30 seconds.
#2 The Talk Show	-- To understand the dynamics of a televission interview or "talk" show. -- To prepare for the questions that may bbe asked of you during a television interview program. -- To present a positive image on the teleevision camera. -- To appear as a guest on a simulated tellevision talk show. time: ten minutes, plus or minus 30 seconds.
#3 When You're The Host	-- To conduct a successful television inteerview. -- To understand the dynamics of a successsful television interview or "talk" show. -- To prepare questions to ask during the interview program. -- To present a positive, confident image on the television. time: ten minutes, plus or minus 30 seconds.
#4 The Press Conference	-- To understand the nature of a televisioon press conference. -- To prepare for an adversary confrontatiion on a controversial or sensitive issue. -- To employ appropriate preparation methoods and strategies for communicating your organization's viewpoint. -- To present and maintain a positive imagge on television. time: four to six minutes for presentation, eight to ten minutes for question period.
#5 Training on Television	-- To learn how to develop and present an effective training program on television. -- To receive personal feedback through thhe videotaping of your presentation. time: five to seven minutes for the presentation, plus five to seven minutes for playback of the videotape.

Achieving Educational and Leadership Goals Within the Club ATM-B: Complete two Advanced Speaking Manuals ATM-S: Complete two more Advanced Speaking Manuals plus two from The Successful Club Series or The Better Speaker Series ATM-G: Complete two more Advanced Speaking Manuals plus one Speechcraft, Youth Leadership, Success/Communications Program or Success/Leadership Program

The Advanced Speaking Manuals (ATM-B, ATM-S, ATM-G) -The Entertaining Speaker-invaluable information on how to give an entertaining or dramatic speech, where to find material, how to make an audience laugh, and what to do when you're asked to speak after dinner. -Speaking to Inform-contains information and ideas on the demonstration talk, the fact-finding report, the abstract concept, and resources for informing. Public Relations-covers building goodwill through a speech, persuading an audience, speaking to a hostile audience, and speaking to the media. The Discussion Leader-provides instruction in the four different methods of leading a group discussion. Speciality Speeches-covers impromptu speeches, sales presentations, introductions, inspirational speeches, and oral interpretations. Speech by Management-how to handle a variety of speaking situations managers encounter in the work environment. The Professional Speaker-a guide to preparing and presenting the five kinds of speeches professionals give most often. Technical Presentations-a complete guide for preparing and presenting briefings, proposals, technical papers and team presentations. Persuasive Speaking-designed to help you develop excellent persuasive techniques and expand your presentation skills. Communicating on Television-learn to present editorials, appear as a guest on an interview program, conduct a press conference and use television to train. Storytelling-types of stories covered include folk tale, the personal story, stories with morals, the touching story, and the historical story. Interpretive Reading-provides instruction in developing your interpretive reading skills. Interpersonal Communication-topics covered include conversing with ease, negotiating, handling criticism, coaching someone to improve performance, and expressing dissatisfaction effectively. Special Occasion Speeches-provides instruction in giving toasts, speaking in praise, "roasting" someone, and presenting and accepting awards. Humorously Speaking-shows you how to use humorous stories and jokes throughout your speech to grab and keep listeners' attention and illustrate your points.

The Successful Club Series (ATM-S) " "The Moments of Truth"-How to recognize and deal with situations critical to club success, from a visitor's first impressions to recognition of member achievement. " "Finding New Members for Your Club"-Proven methods to help you seek out those vital new members! " "Evaluate to Motivate"-Your club members will learn to give evaluations that benefit the speaker, the evaluator and the audience! " "Closing the Sale"-Exercise your powers of persuasion during those moments when a guest is deciding to join. " "Creating the Best Club Climate"-Techniques for creating and maintaining a healthy club environment. " "Meeting Roles and Responsibilities"-How members can successfully fill each meeting role. " "Mentoring"-A mentor program offers many benefits for your club and its members. This program defines mentoring, explains benefits, and discusses responsibilities of mentors. " "Keeping the Club Commitment"-Discusses the ten standards that comprise "A Toastmasters Promise." " "Going Beyond Our Club"-Find out about learning and leadership opportunities available to members in addition to regular club meetings and activities. " "How to Be a Distinguished Club"-A terrific tool to use to explain and promote the Distinguished Club Program to the members of your club. " "Toastmasters Education Program"-What does it take to receive the Competent Toastmaster (CTM) award? What about the Competent Leader? This module provides a terrific education program orientation and is valuable information for new and experienced members.

The Better Speaker Series (ATM-S) " "Beginning Your Speech"-Suggestions for starting off your speech right. " "Concluding Your Speech"-Tips for ending your speech with power. " "Take the Terror Out of Talk"-Techniques for overcoming nervousness when speaking " "Impromptu Speaking"-Don't be caught off balance when speaking off-the-cuff " "Selecting Your Topic"-Running out of speech ideas? Here's how to develop new ones. " "Know Your Audience"-If you can relate to your audience, they will relate to you. " "Organizing Your Speech"-Once you know what to say, consider next the when and the how. " "Creating an Introduction"-Great introductions should precede great speeches. " "Preparing and Practice"-Techniques for preparing and rehearsing your next speech.

Success/Communication Program (ATM-G) " "Speechcraft"-designed to develop leadership skills as well as teach speaking skills in a seminar workshop format. Four- to eight-session program will help you gain confidence in communication which includes writing and delivering speeches, impromptu speaking, the use of audiovisual aids and body language, effective listening. " "How to List Effectively"-designed to help you recognize and develop more active listening skills. Effective listening requires certain techniques for receiving, organizing and interpreting what has been said. " "The Art of Effective Evaluation"-designed to teach you the finer points of offering constructive criticism. " "Building Your Thinking Power, Part I: Mental Flexibility"-designed to help you increase your mental flexibility, become a better listener, a keener observer, a more skilled thinker, and a more effective problem-solver. " "Building Your Thinking Power, Part II: The Power of Ideas"-designed to clarify the basic principles of creative thinking and explore specific techniques that can make all of us more effective idea producers. " "From Speaker to Trainer"-designed to help you discover the five steps involved in preparing and presenting a training program using adult learning principles.

Success/Leadership (ATM-G) " "How to Conduct Productive Meetings"-learn the techniques and dynamics for conducting productive meetings in any group. " "Parliamentary Procedure in Action"-learn appropriate rules of order, ability to understand and apply parliamentary skills, effectively lead and participate in parliamentary discussions. " "Leadership, Part I: Characteristics of Effective Leaders"-this program defines the qualities that determine effective leaders and helps participants identify their own leadership style and determine the team's leadership needs. " "Leadership, Part II: Developing Your Leadership Skills"-this module teaches the skills and techniques needed to be an effective leader, such as contracting for excellence, team-building, motivation, and coaching. " "Leadership, Part III: Working in the Team Environment"-this educational program helps participants learn to use leadership skills as they pertain to working with and leading teams. " "Improving Your Management Skills"-This program helps you develop the skills and qualities required to be an effective manager, and shows how you can incorporate them into your own work.

The Leadership Excellence Series (CL) " "The Visionary Leader"-discusses how leaders create and communicate a vision for their organization to help it be successful. " "Developing a Mission"-addresses how successful leaders create and communicate a mission for their organization. " "Values and Leadership"-examines values and how to employ them as you lead a team toward achieving a goal. " "Goal Setting and Planning"-reviews the processes leaders use to set goals and develop plans to achieve these goals. " "Delegate to Empower"-discusses how to effectively delegate tasks and responsibilities. " "Building a Team"-reviews how to create and lead a team. " "Giving Effective Feedback"-provides suggestions for offering feedback to others on their performance. " "The Leader as a Coach"-discusses how to work with a team to help them improve. " "Motivating People"-examines how to be sensitive to your team members' needs and create an environment that will motivate them. " "Service and Leadership"-discusses how leaders actually serve team members. " "Resolving Conflict"-reviews why conflict occurs and what a leader can do when it happens.