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Delivering Knock Your Socks Off Service
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: • See things from the customer’s point of view • Meet customer expectations and satisfy their needs • Create a memorable experience for the customer • Become easy to do business with • Determine...
How to Train Employees
Assess, design, deliver, and evaluate training that is right for every employee. As the global marketplace expands, the need for a flexible, well-trained workforce grows with it. Training employees to master business-critical skills has become a baseline requirement for managerial success. This book provides the tools and techniques to assess, design, deliver and evaluate training that is right for every employee. Based on a four-part training process, this book provides cases, exercises, worksheets and planning forms that make the learning immediate and dynamic and allow you to assemble the elements of your own training programs as you progress through the course. You will learn how to: •...
How to Manage Training
The knowledge, skills and guidance managers need to become true learning leaders. Now more than ever, a versatile, well-trained workforce is critical to an organization¿s success. Written for managers from a wide range of functional areas, this book gives any manager responsible for training the tools to help employees learn more, perform better, and work smarter. This comprehensive, up-to-date guide targets the roles necessary to manage training and learning in an organization: champion, builder, performance consultant, supporter, administrator, and keeper of the budget. Filled with expert information and real-world scenarios, this new book uses diagrams, charts, exercises, and a collectio...
Personnel Literature
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Teambuilding: The ASTD Trainer's Sourcebook
Part of a series which aims to provide the tools that a trainer needs to design and conduct a training programme. The text features programme designs, reproducible participant handouts, workshop role plays, games and activities and assessment instruments a
Creativity and Innovation
As part of the ASTD Trainer's Sourcebook Series, this volume presents complete tool-kits and instructions for creating effective, personalized training programmes. This text concentrates on the skill of creativity. Surveys, games and role plays are covered in here with complete instructions on set-up, handling the activity and participant handouts. Full illustrations of training steps such as trainer openings, discussion questions and skill practices are also incorporated.
Strategic Planning
As part of the ASTD Trainer's Sourcebook Series, this volume presents complete tool-kits and instructions for creating effective, personalized training programmes. This text concentrates on strategic planning. Surveys, games and role plays are covered in here with complete instructions on set-up, handling the activity and participant handouts. Full illustrations of training steps such as trainer openings, discussion questions and skill practices are also incorporated.
Leadership
Prepared by experts at the top of their fields, on behalf of the American Society for Training and Development, this title gives you easy-to-personalize workshops on the hottest topics in training. It also offers the flexible design and training games, role plays, learning activities, surveys, overheads, and presentations.
Facilitation Skills
This sourcebook is part of an open-ended series that covers the training topics most often found in many organizations. Instead of locking you into a prescribed 'workbook mentality, ' this sourcebook will free you from having to buy more workbooks each time you present training. This volume contains everything you need: background information on the topic, facilitator notes, training designs, participant handouts, activities, instruments, flipcharts, overheads, and resource, and it's all reproducible. Contents: -Introduction -Background -Workshop Preparation -One-Hour Facilitation Designs -Half-Day Facilitation Design -One-Day Facilitation Design -Two-Day Facilitation Design -Learning Activities -Using the Assessment Tools -Using the Rational Tools -Visual Aids.
The ASTD Trainer's Sourcebook
Total diversity training from ASTD--in full-day, half-day, or one-hour sessions! A complete training kit developed by diversity expert Tina Rasmussen, The ASTD Trainer's Sourcebook: Diversity helps you firmly establish diversity's advantages for your company in fast, easy, flexible sessions. It helps you address such diversity basics as stereotyping--how we form perception--behavior fundamentals--managing diversity vs. traditional management--teams guidelines and communications--setting the tone for valuing diversity--and much more. Plus, you get everything you need to position diversity for maiximum impact and provide effective, high-interest training: background information; games and activities; facilitator notes; instruments; training designs; assessments; participant handouts; overheads and flipcharts.
