Customer Service Training


Book Description

A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.




Building the Team Super Series


Book Description

"Every team is a collection of unique human beings each with a contribution to make. Getting the most from the team means combining the talents of all the members in a way that is best fitted to achieving the common task. This must be done while bearing in mind individual needs and ambitions"--Page xii.




New Employee Orientation Training


Book Description

Contains exercises, handouts, assessments and tools to help you: .rapidly build a customised new employee orientation programme .create both organisation-wide and department-level training .become a more effective and efficient facilitator .ensure training is on target and gets results "This book gives you just what you need to make the most of your company's new employee orientation programme. If you want to get your employees off to a good start and attract and retain stellar performers, then this is the book to buy." William J. Rothwell, Professor of HRD, Penn State University Karen Lawson is an international consultant, author and executive coach. She has extensive consulting and workshop experience in the areas of management, team development, communication and quality service across a wide range of industries, including financial services, pharmaceutical, chemical, manufacturing, health care and government.-




Giving Briefings and Making Presentations in the Workplace Super Series


Book Description

"By following a few simple rules and doing a great deal of practice, you can master the skills needed to communicate confidently and with authority"--Page x.




Organizing and Delegating Super Series


Book Description

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).




Introduction to Leadership Super Series


Book Description

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).




Recruiting, Selecting and Inducting New Staff in the Workplace Super Series


Book Description

This workbook discusses the reasons why it is important to protect diversity and avoid inequality and discrimination at work. We will explore methods that you can use to check whether inequality has occurred in your workplace, and find out about the kinds of protection extended to certain groups under the law.




Leading Change Training


Book Description

The Trainer’s Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPointTM presentations and electronic copies of all supporting material featured in the book. Leading Change Training helps you create solid change programmes within your organization and integrate leading-edge change leadership models and other theories into your programme. It not only involves simply reducing resistance, but also creating an awareness of the challenges and responsibilities that each person, irrespective of level, faces as a change initiative goes forward. Contains exercises, handouts, assessments and tools to help you: • create effective change training for executives, leaders, managers and staff • build support and reduce resistance to organisational change • become a more effective and efficient facilitator • ensure training is on target and gets results “This book offers not only the ‘how’ of a programme on leading change, but also an insightful and helpful look at the why, when and where.” Lin Standke, Instructional Design Manager, Centre for Professional Development, CUNA & Affiliates Other books in this series: Leadership Training, Customer Service Training, New Employee Orientation Training, Leading Change Training.




Leading Your Team Super Series


Book Description

With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks and techniques to support management and leadership development. * Developed by the ILM to support their Level 3 Introductory Certificate and Certificate in First Line Management * Well-structured and easy to follow * Fully revised and updated




Understanding Change Super Series


Book Description

With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks and techniques to support management and leadership development. * Developed by the ILM to support their Level 3 Introductory Certificate and Certificate in First Line Management * Well-structured and easy to follow * Fully revised and updated