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100 Reproducible Workshops - PDF Download

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For many professional skills and competencies, this 5-volume set can start you in the right direction or complete existing programs that lack a key skill. You get 100 workshops that range from 1 to 3 hours in length.
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Additional information about 100 Reproducible Workshops - PDF Download

Collection of 100 Workshops for Every Need

For many professional skills and competencies, this 5-volume set can start you in the right direction or complete existing programs that lack a key skill. You get 100 workshops that range from 1 to 3 hours in length.

Developing Management Skills

  • Acting Intrapreneurially
  • Active Listening
  • Being Assertive
  • Briefing
  • Coaching
  • Constructive Questioning
  • Creating an Intrapreneurial Environment
  • Dealing with Subordinates' Problems
  • Deciding How to Decide
  • Delegating
  • Developing Creativity
  • Developing Effective Groups
  • Developing Managerial Skills
  • Diagnosing Stress
  • Experiencing (Dis)trust
  • Generating Solutions
  • Getting the Message Across
  • Handling Conflict
  • Handling Power
  • Handling Problem Subordinates
  • Handling Stress
  • Handling the Poor Performer
  • Identifying and Analyzing Problems
  • Implementing Decisions
  • Improving Customer Care
  • Instructing Subordinates
  • Intrapreneurial Problem Solving
  • Making Meetings Work
  • Managing Change
  • Managing Quality
  • Managing Time
  • Managing Your Boss
  • Mentoring
  • Motivating Subordinates
  • Motivating Your Team
  • Planning Personal Development
  • Promoting Trust
  • Reviewing Managerial Roles
  • Using Body Language
  • Writing for Results

Customer Service Skills

  • A Day in the Life
  • Assertiveness and Customer Service
  • Beating the Clock
  • Complaints and You
  • Customer Communication Skills
  • Customer Service Action Plans
  • Customer Service and Selling Skills
  • Customer Service Chains-Managing the Process
  • Customer Service Mission Statements
  • Customers and the Telephone
  • Dealing with Customers by Telephone
  • Demonstrating a Positive Attitude to Customers
  • Handling Criticism and Complaints
  • How to Make Customers Feel Special
  • Introducing Customer Service and Managing Change
  • Keeping the Pot Boiling
  • Letter Writing in a Service Environment
  • Listening Skills
  • Making the Offering Attractive
  • Managing Customer Service
  • Measuring Customer Service
  • Moments of Truth
  • Problem-Solving Techniques for Service Organizations
  • Questioning Skills
  • Seeing the Customer's Point of View
  • Setting Standards for Customer Service
  • Taking Responsibility for Customer Satisfaction
  • Teamwork and the Supplier-Customer Chain
  • The 1,000% Factor
  • The Difference Is You
  • The Importance of Body Language
  • The Importance of Teamwork in Customer Service
  • The Internal Customer
  • The Nature of Persuasion
  • Thinking Sales
  • Training Staff in Customer Service
  • What do my customers think of me?
  • What do people really buy?
  • What hinders good service?
  • Who are my customers?

Listening Skills

  • Accurate Reporting?
  • Active Listening
  • Blocks to Listening
  • Communication Styles
  • Concentration
  • Difficult People
  • Getting the Right Message
  • How well do you listen?
  • Lectures and Presentations
  • Listening and Stress
  • Listening Between the Lines
  • Listening for Feelings
  • Listening for Leadership
  • Making the Group Work
  • Note Taking (1)
  • Note Taking (2)
  • Remembering What You Hear
  • Two-Way Communication
  • When the Phone Rings

Format: PDF Electronic Download

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