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50 Activities for Achieving Excellent Customer Service - Darryl S Doane |
Author |
Darryl S Doane Rose D Sloat
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Cover Price : Rs 795.00
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Imprint : Ane Books Pvt. Ltd. ISBN : 8180520722 YOP : 2004
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Binding : Paperback Total Pages : 258 CD : No
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Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
Identification and creation of memorable experiences for your customer service representatives and their customers
A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.
50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.
User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.
Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the “right fit” for your programs.
A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service—And What Should Happen!
Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!
Training Objectives
Increase the creativity and skill level of customer service representatives
Demonstrate what excellent customer service is
Provide insights and practice to improve customer service
Develop your own organizations bank of customer service learning situations
Training Methods
Role plays
Assessments
Brainstorming
Listening exercises
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50 Activities for Developing Leaders - Lois B Hart |
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Cover Price : Rs 795.00
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Imprint : Ane Books Pvt. Ltd. ISBN : 8180520706 YOP : 2004
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Binding : Paperback Total Pages : 296 CD : No
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DESCRIPTION
This unique volume offers ready-to-use, proven activities to introduce and develop key skills in leadership training. Each activity includes clear objectives, detailed instructions on how to run the activity, and reproducible participant materials.
Activities Cover
Leadership theories
Team building
Values and beliefs
Visionary leadership
Recognition and rewards
Change and risk taking
Professional development
Mentoring
Training Objectives
Develop key leadership skills
Recognize and address skills needing further development
Identify ability to take risks and initiate change
Encourage creativity to enhance visioning skills
Build strategies for personal development
Training Methods
16 written exercises encourage personal reflection and development
2 role-play scenarios aid the transfer of learning from the workshop to the workplace
14 self-assessments help participants identify their values, beliefs, and leadership style
14 group exercises call on participants to work together toward a common goal
4 closure activities provide an interesting way to end a training session
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50 Activities for Developing Leaders Vol. II - Lois B Hart |
Author |
Lois B Hart Charlotte S Waisman
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Cover Price : Rs 795.00
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Imprint : Ane Books Pvt. Ltd. ISBN : 8180520714 YOP : 2004
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Binding : Paperback Total Pages : 320 CD : No
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DESCRIPTION
For years, the popular 50 Activities for Developing Leaders, Volume I, has helped trainers effectively introduce and reinforce key skills in leadership training. Now the all-new, second volume reflects the best and latest thinking on leadership theory making it the best tool available for building leadership skills, attitudes and competencies.
Developed by two veteran leadership experts, the second edition offers 50 ready-made, proven activities organized into four modules that focus on:
Laying the groundwork for a workshop that makes an impact
Developing the individual leader
Setting an example so others will want to be leaders, too
Helping leaders excel and perform at their best
The activities help leaders:
Build trust
Be ethical
Teach
Coach
Facilitate meetings
Develop their careers
Create balance
Respond to change
Handle conflict
Be creative
Self-promote
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Quick Wits : A Compendium of Critical thinking skills - Dr. Marlene Caroselli |
Author |
Dr. Marlene Caroselli
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Cover Price : Rs 795.00
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Imprint : Ane Books Pvt. Ltd. ISBN : 8180520676 YOP : 2004
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Binding : Paperback Total Pages : 304 CD : No
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CONTENTS
Introduction
A. Quick Thinking
The name Game
Attending to Attention
Rhymed Reductions
The endless Question
The questionable Question
The K W I C Techinque
Verbal Veiocity
On a Roll with Roles
Juxtaposed Pairs
Presidential Pursuits
The Umbrage Not Taken
If the Hat Fits
Brainstroming/Brainsqueezing
Perceptual Shifts
Table Turning
Organizational Oxymorons
Stratification
B. Creative Thinking
Particular Virtues
Per Mission
Perspicacious Perspectives
Turnarounds
Peerless Recognition
Food for Thought
Try Umph!
Left is right. So is right
Ms. Matches and Mr. Matches
Cre8 get N2lt
think outside the locks
thinking is an art
A Kin to kinesthesia
Low and high Logos
Blues on Parade
Scrambled pegs
Ban Banalogies
C. Analytical Thinking
Crisis critiques
Trend spotters
The Triple A Approach
Meta for you
A foolery of fun
whisps and whisper
Patterned Organisation
Pro'N' ConD
direct Responses
What's on first
In your sights
Giving Problems a why'd Berth
Leaning Toward Lao-Tzu
Resource full
Living Problems Lively solutions
Mother necessity, Father time |
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50 Activities for Self-Directed Teams - Glen M Parker |
Author |
Glen M Parker Richard P Kropp
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Cover Price : Rs 795.00
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Imprint : Ane Books Pvt. Ltd. ISBN : 9788180520686 YOP : 2004
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Binding : Paperback Total Pages : 232 CD : No
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DESCRIPTION
Inroduction
1. Getting Started
success factors
Readiness rating
Self Directed Team Stages
Roadblock
Third Wave
Show and tell : Getting reaDY FOR self direction
Surfacing a team Identity
the reality of self Direction
Responsibility Charting
2. Building and Maintaining the Tean
Valuing Diversity
Dip your toe in the water
Self Test for Self Direction
Ready, set..... Go?
Collaboration in the Workplace : A Must for self Directed teams
Climate Headline
Building a culture of Self direction in the workplace
A personal Action Planner for building self directed teams
Self directed structures
Resolving Differences
Hot Buttons
Self Directed Values excercise
Similarities and Differences
Building Trust Among Self Directed Team Players
Shop Til You
Self Directed Team Culture Survey
Go with the flow
The Power of an Agenda
Creativity Break
Quotable Quotes
Workplace Trust
Pst present future
No team is an Island
Ivory Pure Quality
Team Values
Process Analysis
Guiding Past and Future Team Practices
Meetings and Self Directed Norms
Meeting Monsters
The Weather Report
How Do I Feel about All this
The wish List clarifying team values
3. Special Issues
The Self Directed Team Coach
Leadership Characteristics
Supervisory Scenarios
What would you do If
You know you're Stagnating when
Animal Grid
Assessing your team Leader Effectiveness
Just for Fun |
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