Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and ...
"Customer Service, 3/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts ...
"People Strategies for Trainers" provides dozens of tips and strategies for dealing with difficult or challenging participants. Trainers and educators will learn how to help all learners maximize their potential by understanding societal issues and putting important training theory into practice. From poor listeners and show-offs, to people with ...
Good working relationships are critical for increased workplace productivity and competitiveness. This book offers practical advice for supervisors to build rapport, trust, and respect on the job through better communication, improved listening, and conflict management.
"Creative Learning" is written by master trainer Bob Lucas, and offers a treasure trove of innovative and highly effective activities to simulate learning. The activities are tailor-made for trainers, presenters, and educators, and can be put to use in virtually any type of learning environment. Each activity offers a different approach to ...
This revision of "Customer Service: Skills & Concepts for Success" features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service ...
Training Skills for Supervisors shows supervisors new to training--or ones who want to expand their knowledge of adult learning and training--techniques to better transfer knowledge and skills to their employees. Whether making group presentations or coaching one-on-one, this book provides the information and insights you need to make your job as ...
"Trainers have to be creative if they want their participants to feel excited, challenged, and involved. "The Creative Training Idea Book" is packed with instructions for using activities, games, puzzles, toys, and props to increase energy and active participation in the classroom, and reveals how to think creatively about training in any ...
This important book offers trainers an effective and efficient approach for designing training workshops and sessions that incorporate concepts from research on how the human brain best obtains, retains and recalls information. It includes information on selecting a topic specifically to address audience needs and provides a step-by-step guidance ...
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