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Presentation Skills Sample

Corporate Training Materials

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TABLE OF CONTENTS

Preface .............................................................................................................................................. 3

What is Courseware? ................................................................................................................................ 3

How Do I Customize My Course? .............................................................................................................. 3

Materials Required ................................................................................................................................... 5

Maximizing Your Training Power .............................................................................................................. 5

Icebreakers ........................................................................................................................................ 7

Icebreaker: First Impressions .............................................................................................................. 8

Instructor Guide Sample ..................................................................................................................... 9

Module Two: Creating the Program .................................................................................................. 10

Performing a Needs Analysis .................................................................................................................. 10

Writing the Basic Outline ........................................................................................................................ 12

Structuring the Information .................................................................................................................... 13

Researching, Writing, and Editing .......................................................................................................... 14

Presentation - Basic Outline ................................................................................................................... 14

Practical Illustration ................................................................................................................................ 16

Module Two: Review Questions .............................................................................................................. 17

Appendix ......................................................................................................................................... 19

Sample Worksheet 1 ............................................................................................................................... 20

Quick Reference Sheets .................................................................................................................... 21

Certificate of Completion ................................................................................................................. 24

PowerPoint Sample .......................................................................................................................... 26

Full Table of Contents ...................................................................................................................... 32

http://www.corporatetrainingmaterials.com/


Preface

What is Courseware?

Welcome to Corporate Training Materials, a completely new training

experience!

Our courseware packages offer you top-quality training materials that

are customizable, user-friendly, educational, and fun. We provide your

materials, materials for the student, PowerPoint slides, and a take-

home reference sheet for the student. You simply need to prepare and

train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any

version of Word and PowerPoint. (Most other word processing and presentation programs support

these formats, too.) This means that you can customize the content, add your logo, change the color

scheme, and easily print and e-mail training materials.

How Do I Customize My Course?

Customizing your course is easy. To edit text, just click and type as you would with any document. This is

particularly convenient if you want to add customized statistics for your region, special examples for

your participants’ industry, or additional information. You can, of course, also use all of your word

processor’s other features, including text formatting and editing tools (such as cutting and pasting).

To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the

Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire

table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However,

to make it easy, we have used styles so that you can update all the text at once.



If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting.

In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will

then produce the Modify Style options window where you can set your preferred style options.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would

do:

Now, we can change our formatting and it will apply to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by

Corporate Training Materials.



Materials Required

All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard

or chalkboard instead.)

We recommend that each participant have a copy of the Training Manual, and that you review each

module before training to ensure you have any special materials required. Worksheets are included

within the Appendix of the Instructor Guide and the participant’s Training Manual, and can be

reproduced and used where indicated. If you would like to save paper, these worksheets are easily

transferrable to a flip chart paper format, instead of having individual worksheets.

We recommend these additional materials for all workshops:

• Laptop with projector, for PowerPoint slides

• Quick Reference Sheets for students to take home

• Timer or watch (separate from your laptop)

• Masking tape

• Blank paper

Maximizing Your Training Power

We have just one more thing for you before you get started. Our company is built for trainers, by

trainers, so we thought we would share some of our tips with you, to help you create an engaging,

unforgettable experience for your participants.

• Make it customized. By tailoring each course to your participants, you will find that your results

will increase a thousand-fold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor

your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it

all out. (For example, some people learn by reading, while others learn by talking about

it, while still others need a hands-on approach. For more information, we suggest

Experiential Learning by David Kolb.)

• Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk

for hours at a time. Make use of the tips in this book and your own experience to keep your



participants engaged. Mix up the activities to include individual work, small group work, large

group discussions, and mini-lectures.

• Make it relevant. Participants are much more receptive to learning if they understand why they

are learning it and how they can apply it in their daily lives. Most importantly, they want to

know how it will benefit them and make their lives easier. Take every opportunity to tie what

you are teaching back to real life.

• Keep an open mind. Many trainers find that they learn something each time they teach a

workshop. If you go into a training session with that attitude, you will find that there can be an

amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it,

and make the most of it in your workshops.

And now, time for the training!



Icebreakers

Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an

Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the

participants. If the participants are new to each other, an icebreaker is a great way to introduce

everyone to each other. If the participants all know each other it can still help loosen up the

room and begin the training session on a positive note. Below you will see one of the

icebreakers that can be utilized from the Icebreakers folder.



Icebreaker: First Impressions

PURPOSE

To get participants moving around and introduced to each other.

MATERIALS REQUIRED

1. Name card for each person

2. Markers

3. Paper and pencils/pens

PREPARATION

Have participants fill out their name card.

ACTIVITY

Ask participants to form pairs. Explain that you are going to ask participants to guess their partners’

favorite things. As you call out items, participants will write their guesses on paper.

For example, you might say: What would you guess is your partner’s favorite

4. TV show

5. Vacation destination

6. Food

7. Sport

8. Hobby

Give participants a few seconds or so to write each response. When you have gone through your list, ask

participants to share their guesses with their partners.

After participants have had a couple of minutes to share their guesses, you might ask:

9. What did you base your guesses on?

10. Did anyone guess everything wrong? Did anyone guess everything right?

Wrap up by making the point that in any personal interaction first impressions are often misleading.

When we start a negotiation, the guesses we make about another person can lead to false assumptions

about what the person wants.



Instructor Guide Sample

On the following pages is a sample module from our Instructor Guide. It provides the instructor

with a copy of the material and a Lesson Plans box.

The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to

assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to

complete the lesson, any materials that are needed for the lesson, recommended activities, and

additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.



Module Two: Creating the Program

We will look at the steps to follow when creating a plan to improve

your Presentation Skills. The first thing to look at is how to perform

a needs analysis. This will help you to understand your audience

and provide you with the answers to a few basic questions. A basic

outline and some minor research would then be utilized to help

create the basic program that will assist you in developing greater

Presentation Skills.

Performing a Needs Analysis

A needs analysis is performed when there is a lack of knowledge, skills or attitude that is negatively

affecting a group of employees, customers, etc. It is the process of identifying and evaluating training

that should be done to improve a current situation. Challenges are defined and opportunities noted; a

needs analysis will help the trainer set goals and priorities and decide which method to use to deliver

the message. The information gathered will become the basis of a well delivered presentation.

The results of the research will help to answer the following questions:

• What knowledge, skill or attitude is in need of change?

• How will the required data be collected?

• What gaps exist between expert, average, and poor performers?

• How will the needs analysis be translated into objectives to promote a positive learning

outcome?

The method can be simple: observation, careful note taking, and asking questions

It takes three weeks to prepare a good

impromptu speech.

Mark Twain



Question Methods

Audience? Interview key stakeholders and listen to their concerns about the

problem.

Define who needs help to overcome what problem.

Identify and describe the audience and the work.

Tasks? Observe the work of recognized experts in this field.

Take careful notes and ask questions when needed.

Document the proper performance of the work tasks.

Gaps? Observe other employees doing the tasks.

Compare results with the performance of experts. Document

identified skill gaps.

Outcome? Develop a complete list of tasks for performing the work

completely and correctly.

Example: Although the call center reps are empowered to assist customers, several are not solving

callers’ product problems. Instead, they are passing them on to the Escalation Desk, creating a

bottleneck, and unhappy customers. The needs analysis identified a task called “Resolve customer

complaints”. Some of its subtasks are:

• Answer call

• Listen to customer’s problem

• Express empathy for the trouble

• Open a new support ticket

• Resolve complaint per the list of allowable resolutions

• Document resolution in the call notes

• Close support ticket.



Writing the Basic Outline

To develop the outline of the needs analysis, group the tasks that fit together

logically, and create headings that reflect the goal of the subtasks.

• Handling a Call

o Answer call

o Listen to customer’s problem

o Express empathy for the trouble

o Open a new support ticket

o Resolve the complaint per the list of allowable resolutions

• Documenting Call Resolution

o Document the resolution in the call notes

o Close support ticket

Add headings for an introduction and workshop objectives at the beginning, and a wrap-up and

evaluation at the end, and your basic outline is complete.

Estimated Time 25 minutes

Topic Objective To combine subtasks into groups for presentation

To practice editing a program module

Topic Summary

Paint a Picture

A needs analysis was performed and tasks were documented. The exercise

asks participants to create and edit a course outline with module headings.

Materials Required Worksheet 1: Paint a Picture

Planning Checklist None

Recommended Activity

Divide participants into groups of 3 or 4 and give everyone the worksheet.

As listed on the worksheet, instruct each to:

1) Group the tasks that fit together logically

2) Write headings for each group



3) Add opening and closing modules for the presentation

4) Edit the headings and subtasks to provide some “zing”

Reassemble the large group.

Activity Debrief

Ask the large group to:

• Discuss their observations about how the needs analysis helped

their ability to develop a program

• Share situations from their own job roles where a needs analysis

could be useful for developing a presentation

Review Questions What are the main purposes of a needs analysis?

Remind participants to consider adding an item to their action plan.

Structuring the Information

A great presentation will be crafted in a simple and logical format that allows your audience to keep

pace with you and retain key points of your message. Having a natural flow to your presentation will

help you remain calm, stay on topic and avoid awkward silence. Keep in mind that the aim of your

presentation is to educate and inspire.

When structuring the flow of your presentation, keep in mind the 3 A’s: Audience, Aim, Afterwards

• What do you know about your audience?

o Your audience should determine the content and approach of your presentation

o Find out what they know; use their words and terms

▪ A group of youth interested in entrepreneurship won’t experience the same

presentation as a group senior entrepreneur

• Ask yourself this question: “What is the aim of my presentation? What do I want the audience

to do after my presentation?”

o Referring to this question as you build your presentation will help you stay on track and

focused

▪ What will they learn?

• What happens afterwards? What outcomes should be expected?

o What changes in the workplace should occur?

▪ Who will implement these changes?



Researching, Writing, and Editing

Compiling data to create a compelling presentation will require some planning.

Researching: The needs analysis has likely produced much of the supporting content required to build

the program. However, if information gaps exist, return to your subject matter experts and ask them

questions.

• What are the department needs?

• What are some problems your department is experiencing?

• How long has this been a problem?

• What would indicate to you that the problem has been solved?

Writing: Brainstorming will allow you to organize the information you’ve gathered into a template so

your material is consistent from the beginning. Break each module into reasonably spaced segments

based on the total time available for the presentation. When writing, aim for brevity. The more you say,

the less the audience remembers.

Make sure to validate your finalized content before you move on to editing.

Editing: As you edit, write for the ear, not for the eyes. If possible, limit the outline to 5 main ideas.

Make sure sentences are twenty words or less and only convey one thought. Use simple, familiar words.

Make sure that you have provided the definitions of any terms important to the learning experience. Try

to be creative with your module titles to capture the audience’s attention.

Presentation - Basic Outline

Much like a well written essay, a well-prepared presentation will flow from one idea to the next. Once

you’ve completed the template and established which direction to take your presentation in, you can

use the following outline to ensure an engaging, and concise presentation:

• Greeting: Introduce yourself, or have someone else do it. State who you are and your relevant

background

• Introduction: Explain the subject matter and the purpose of the presentation:

o Issues and challenges being explored

o Statement of goals and outcomes

o Length of session

o Direct audience when to ask questions (freely or at designated times)

o Provide a presentation agenda or other materials



• Main Body: Here is where you deliver on your promise to cover issues and challenges that need

to be addressed

o Break information into segments

o Provide evidence for your argument

o Link each segment so that flow is consistent and understandable

• Conclusion: This is your chance to reinforce the message and clarify the overall purpose of the

presentation

o Signal the audience that your presentation is nearly over

o Offer a brief recap of what was covered

o Ask for questions from the audience

o Thank them for their time



Practical Illustration

Ben sat down with Audrey in his office. “So, you told me there were significant problems

with new medical records system.”

Audrey sighed. “Yes. Despite the use of online tutorials, the staff still finds the system

difficult to use.”

Ben said, “First, I think we need to do a needs analysis, to make sure that this training will

be as effective as possible.”

Ben took Audrey through a list of questions regarding the audience’s problem that needed to be solved;

the tasks and subtasks an expert would need to complete, the gaps between different workers, and then

translated the needs into objectives to ensure a strong learning outcome. The training was a success and

the office was ready in time for the roll-out of the new system.

Estimated Time 7 minutes

Topic Objective Evaluate the benefits of a needs analysis

To explain the benefits of performing a needs analysis

Topic Summary This exercise asks participants to discuss the Practical Illustration

Materials Required White board and markers

Recommended Activity Each participant should contribute to the list of steps required to perform a

needs analysis

Stories to Share Share any personal, relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions Why was it important for Ben to continue to support the different

employees’ views within the company?



Module Two: Review Questions

1. What purpose does a needs analysis serve?

a) Validates your finalized content before you move on to editing

b) Helps you to understand your audience and provides you with the answers to a few basic

questions

c) Resolves the gaps that are found in experts, average, and poor performers

d) Designates where to add headings for an introduction and completes workshop objectives

2. What does a needs analysis measure?

a) The cost and benefits of a project

b) Only the poor performers in a work process

c) What skills employees have and what they need

d) What will need to be researched, written, and edited

3. Which question would not be answered by the results of a needs analysis?

a) What module titles are needed for a memorable opening?

b) What is the audience with the problem or need for change?

c) What tasks and subtasks does an expert perform to complete a work process?

d) What gaps exist between experts, average, and poor performers of a work process?

4. In the simple method of a needs analysis, which action is part of the process?

a) Answering questions

b) Supervising the process

c) Delegating tasks and subtasks

d) Both A & B

5. By grouping the tasks that fit together logically and creating headings that reflect the goal of the

subtasks, what is developed?

a) The research

b) The outline

c) The editing

d) The writing

6. Where should you add headings for an introduction and workshop objectives in an outline?

a) On the cover

b) The end

c) The middle

d) The beginning



7. When researching, if information gaps exist, what should be done next?

a) Go back to the supporting content required to build the program

b) Create a template so your material is consistent from the beginning

c) Return to your expert performers and ask questions

d) Edit out that section, as you do not have the information required

8. When writing, what should you aim for?

a) Levity

b) Brevity

c) Length

d) Word count

9. What is the final step before moving onto editing?

a) Create a template so your material is consistent

b) Return to your expert performers and ask questions

c) Assign a preliminary time length to each module

d) Make sure to validate your finalized content

10. What are the 3 A’s to consider when structuring your presentation?

a) Assume, Ask, Anticipate

b) Audience, Aim, Afterwards

c) Ask, Assimilate, Accept

d) Acquire, Ask, Afterwards



Appendix

During the facilitation of a lesson, Worksheets may be utilized to help present the material. If a

lesson calls for a Worksheet it will be listed in the Lesson Plan box under Materials Required.

The trainer can then utilize the Appendix of either the Instructor Guide or the participant’s

Training Manual for the corresponding material and then provide it to the participants.



Sample Worksheet 1

Paint a Picture

Background

At the Art Institute, the staff was impatient with an artist about the time, effort and cost to produce a

finished painting. Your team was commissioned to perform a needs analysis. It defined a work task

called “Paint a Picture”. A list of subtasks was documented as follows:

a) Select a subject b) Select media; oil on canvas c) Mount canvas d) Prepare studio e) Sketch subject on paper f) Select sketch to be painted g) Prepare canvas h) Prepare palette i) Mix paints j) Decide on treatment and paint k) Build up painting by layers l) Allow painting to dry m) Varnish canvas n) Frame.

Assignment

1) Group the tasks that fit together logically

2) Write headings for each group

3) Add opening and closing modules for the presentation.

4) Edit the headings and subtasks to provide some “zing”.



Quick Reference Sheets

Below is an example of our Quick Reference Sheets. They are used to provide the participants

with a quick way to reference the material after the course has been completed. They can be

customized by the trainer to provide the material deemed the most important. They are a way

the participants can look back and reference the material at a later date.

They are also very useful as a take-away from the workshop when branded. When a participant

leaves with a Quick Reference Sheet it provides a great way to promote future business.



Certificate of Completion

Every course comes with a Certificate of Completion where the participants can be recognized

for completing the course. It provides a record of their attendance and to be recognized for

their participation in the workshop.



[Nam

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PowerPoint Sample

Below you will find the PowerPoint sample. The slides are based on, and created from, the

Instructor Guide. PowerPoint slides are a great tool to use during the facilitation of the

material; they help to focus on the important points of information presented during the

training.



The rst step in crea ng a program is to perform a eedsAnalysis . This will help you to understand your audienceand provide you with the answers to a few basic ues ons. A basic outline and some minor researchwould then be u lized to help create the basic programthat will assist you in developing greater Presenta onSkills.

s A s s

Audience

Tasks

Gaps

Outcome



s

Group the tasks

Fit logically

Goals

Sub tasks

S

A great presenta on will be cra ed in a simple and logical format that allows your audience to keep pace with you and retain key points of your message. aving a natural ow to your presenta on will help you remain calm, stay on topic and avoid awkward silence. The aim of your presenta on is to educate and inspire.



s

The needs analysis has produced much of the suppor ng content re uired

reate a template so your material is consistent from the beginning

As you edit, write for the ear, not for the eyes

B O

Introduc on

Explana on

Address main topics

s Wrap up



Ben sat down with Audrey in his o ce. So, you told me there were

signi cant problems with new medical records system.

Audrey sighed. Yes. espite the use of online tutorials, the sta s ll

nds the system di cult to use.

Ben said, First, I think we need to do a needs analysis, to make sure

that this training will be as e ec ve as possible.

Ben took Audrey through a list of ues ons regarding the audience s

problem that needed to be solved; the tasks and subtasks an expert

would need to complete, the gaps between di erent workers, and

then translated the needs into ob ec ves to ensure a strong learning

outcome. The training was a success and the o ce was ready in me

for the roll out of the new system.

s s

. What purpose does a eeds Analysis serve?

a) alidates your nalized content before you move on to edi ng.b) elps you to understand your audience and provides you with

the answers to a few basic ues ons. c) Resolves the gaps that are found in experts, average, and poor

performers.d) esignates where to add headings for an introduc on and

completes workshop ob ec ves.

. What does a eeds Analysis measure?

a) The cost and bene ts of a pro ect.b) Only the poor performers in a work process.c) What skills employees have and what they need.d) What will need to be researched, wri en, and edited?



s s

. What purpose does a eeds Analysis serve?

a) alidates your nalized content before you move on to edi ng.b) elps you to understand your audience and provides you with

the answers to a few basic ues ons. c) Resolves the gaps that are found in experts, average, and poor

performers.d) esignates where to add headings for an introduc on and

completes workshop ob ec ves.

. What does a eeds Analysis measure?

a) The cost and bene ts of a pro ect.b) Only the poor performers in a work process.c) What skills employees have and what they need.d) What will need to be researched, wri en, and edited?



Full Table of Contents

Preface ..............................................................................................................................................5

What is Courseware? ................................................................................................................................ 5

How Do I Customize My Course? .............................................................................................................. 5

Materials Required ................................................................................................................................... 7

Maximizing Your Training Power .............................................................................................................. 7

Module One: Getting Started .............................................................................................................9

Housekeeping Items.................................................................................................................................. 9

The Parking Lot ....................................................................................................................................... 10

Workshop Objectives .............................................................................................................................. 10

Pre-Assignment ....................................................................................................................................... 11

Action Plans and Evaluation Forms ........................................................................................................ 11

Action Plan Form..................................................................................................................................... 12

Evaluation Form ...................................................................................................................................... 13

Module Two: Creating the Program .................................................................................................. 14

Performing a Needs Analysis .................................................................................................................. 14

Writing the Basic Outline ........................................................................................................................ 16

Structuring the Information .................................................................................................................... 18

Researching, Writing, and Editing .......................................................................................................... 18

Presentation - Basic Outline ................................................................................................................... 19


Module Two: Review Questions .............................................................................................................. 21

Module Three: Choosing Your Delivery Methods .............................................................................. 23

Basic Methods......................................................................................................................................... 23

Advanced Methods ................................................................................................................................. 26

Basic Criteria to Consider ........................................................................................................................ 29




Module Four: Verbal Communication Skills ....................................................................................... 35

Listening and Hearing: They Aren’t the Same Thing .............................................................................. 35

Asking Questions .................................................................................................................................... 37

Communicating with Power ................................................................................................................... 40


Module Four: Review Questions ............................................................................................................. 44

Module Five: Non-Verbal Communication Skills ................................................................................ 46

Body Language ....................................................................................................................................... 46

Gestures .................................................................................................................................................. 48

The Signals You Send to Others .............................................................................................................. 49

It’s Not What You Say, It’s How You Say It ............................................................................................. 51


Module Five: Review Questions .............................................................................................................. 54

Module Six: Overcoming Nervousness .............................................................................................. 56

Preparing Mentally ................................................................................................................................. 56

Physical Relaxation Techniques .............................................................................................................. 58

Appearing Confident in Front of the Crowd ............................................................................................ 60


Module Six: Review Questions ................................................................................................................ 63

Module Seven: Creating Fantastic Flip Charts .................................................................................... 65

Required Tools ........................................................................................................................................ 65

The Advantages of Pre-Writing .............................................................................................................. 65

Using Colors Appropriately ..................................................................................................................... 66

Creating a Plan B .................................................................................................................................... 67




Module Seven: Review Questions ........................................................................................................... 70

Module Eight: Creating Compelling PowerPoint Presentations .......................................................... 72

Required Tools ........................................................................................................................................ 72

Tips and Tricks ........................................................................................................................................ 73

Creating a Plan B .................................................................................................................................... 74


Module Eight: Review Questions ............................................................................................................ 77

‘ b ................................................................................... 79

Traditional and Electronic Whiteboards ................................................................................................. 79

Using Colors Appropriately ..................................................................................................................... 80

Creating a Plan B .................................................................................................................................... 80


Module Nine: Review Questions ............................................................................................................. 83

Module Ten: Vibrant Videos and Amazing Audio............................................................................... 85

Required Tools ........................................................................................................................................ 85

Tips and Tricks ........................................................................................................................................ 86

Creating a Plan B .................................................................................................................................... 87


Module Ten: Review Questions .............................................................................................................. 90

Module Eleven: Pumping it Up a Notch ............................................................................................. 92

Make Them Laugh a Little ...................................................................................................................... 92

Ask Them a Question .............................................................................................................................. 94

Encouraging Discussion .......................................................................................................................... 94

Dealing with Questions ........................................................................................................................... 95


Module Eleven: Review Questions .......................................................................................................... 98



Module Twelve: Wrapping Up ........................................................................................................ 100

Words from the Wise ............................................................................................................................ 100

Review of Parking Lot ........................................................................................................................... 100

Lessons Learned .................................................................................................................................... 101

Completion of Action Plans and Evaluations ........................................................................................ 101

Appendix ....................................................................................................................................... 102

Worksheet 1 .......................................................................................................................................... 102

Worksheet 2 .......................................................................................................................................... 103

Worksheet 3 .......................................................................................................................................... 106

Worksheet 4 .......................................................................................................................................... 108

Worksheet 5 .......................................................................................................................................... 109

Worksheet 6 .......................................................................................................................................... 110

Worksheet 7 .......................................................................................................................................... 111

Worksheet 8 .......................................................................................................................................... 112

Worksheet 9 .......................................................................................................................................... 113

Worksheet 10 ........................................................................................................................................ 114

Worksheet 11 ........................................................................................................................................ 115

Worksheet 12 ........................................................................................................................................ 116

Worksheet 13 ........................................................................................................................................ 117

Post-Assessment ................................................................................................................................... 118

Post Assessment Answers ..................................................................................................................... 120

Recommended Reading ........................................................................................................................ 124


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