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