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Author: Mary Richards Publisher: Management Pocketbooks ISBN: 1907077634 Category : Business & Economics Languages : en Pages : 114
Book Description
The Telephone Skills Pocketbook covers every aspect of using the telephone to improve business performance. It highlights the importance of good communications skills, the need to build rapport, favourite bad habits and how to avoid them, how to take control of a call, how to keep customers happy, and more. There are separate chapters on receiving and making calls. The former includes 10 easy ways to give your caller a bad experience and 10 easy ways to give your caller a good experience. The latter explains how to get through to people and get the information you need, as well as how to complain and negotiate on the 'phone. In conclusion, the author sets out the rules for becoming a telephone 'super-user' and for fulfilling the super-user's oath: 'I will be in charge and make the 'phone work for me; I will seek out time-eaters and destroy them; I will use super-user control techniques at all times'. For more on using the telephone as a selling tool, see The Telesales Pocketbook.
Author: Mary Richards Publisher: Management Pocketbooks ISBN: 1907077634 Category : Business & Economics Languages : en Pages : 114
Book Description
The Telephone Skills Pocketbook covers every aspect of using the telephone to improve business performance. It highlights the importance of good communications skills, the need to build rapport, favourite bad habits and how to avoid them, how to take control of a call, how to keep customers happy, and more. There are separate chapters on receiving and making calls. The former includes 10 easy ways to give your caller a bad experience and 10 easy ways to give your caller a good experience. The latter explains how to get through to people and get the information you need, as well as how to complain and negotiate on the 'phone. In conclusion, the author sets out the rules for becoming a telephone 'super-user' and for fulfilling the super-user's oath: 'I will be in charge and make the 'phone work for me; I will seek out time-eaters and destroy them; I will use super-user control techniques at all times'. For more on using the telephone as a selling tool, see The Telesales Pocketbook.
Author: Richard Churches Publisher: Management Pocketbooks ISBN: 1908284978 Category : Education Languages : en Pages : 132
Book Description
Research consistently shows that teacher effectiveness is about engagement, interaction, questioning, positive atmosphere, high expectations and suitable challenge. At the heart of all these areas is the ability to communicate effectively. How you do that minute by minute and second by second is fundamental to what children learn and remember and to how they behave. Richard Churches draws from a range of disciplines, such as psychology, NLP and neuroscience, to provide a practical compendium of communication expertise based on what highly effective teachers do. You'll find out how to use influential language patterns to support learning and positive behaviour; the secrets of body language and non-verbal communication; how to communicate to create the right emotional climate; effective questioning techniques; etc. Small changes to your current practice could lead to huge benefits in the classroom.
Author: Stella Collins Publisher: Management Pocketbooks ISBN: 1908284269 Category : Education Languages : en Pages : 115
Book Description
How do you ensure that what you write gets read, understood and acted upon? The Writing Skills Pocketbook describes a 3-phase approach to planning, preparing and polishing written communications for the modern business world. Central to the planning phase is a clear understanding of why you are writing and who you are writing for. The book guides you through the planning process and shows you how to test your approach. The second phase, preparation, demonstrates how to write clear, concise and compelling texts using the authors' eight golden rules. There is advice too on how to present and illustrate your written material to best effect, including the most commonly asked questions on punctuation. Don't be too hasty to send your letter, email or report. Take time to check it thoroughly using the book's '11-point critiquing checklist' and 'top tips for proof-reading'. This is the final, polishing phase. The Writing Skills Pocketbook is your essential guide to writing confidently, swiftly and with greater impact.
Author: Mary Richards Publisher: Pocketbooks ISBN: 1903776848 Category : Business & Economics Languages : en Pages : 113
Book Description
The Telephone Skills Pocketbook covers every aspect of using thetelephone to improve business performance. It highlights theimportance of good communications skills, the need to buildrapport, favourite bad habits and how to avoid them, how to takecontrol of a call, how to keep customers happy, and more. Thereare separate chapters on ......
Author: Ian Fleming Publisher: Management Pocketbooks ISBN: 1908284048 Category : Self-Help Languages : en Pages : 113
Book Description
Coaching is aimed at improving performance at work. This is done by turning the activities people do into learning situations, in a planned way and under guidance. The Coaching Pocketbook defines the coach's role and explains how coaching differs from the other 'helping skills' of advising, instructing, counselling and mentoring. There are four key stages to coaching, namely assessing current performance levels, setting outcomes for learning, agreeing tactics/initiating action, and giving feedback. The author explains each stage and then moves on to summarise the various skills required. Next, the opportunities for coaching and the potential pitfalls are highlighted. A checklist and a case study end the Pocketbook on a practical note. "Encapsulated my belief in the potential of people and showed me how to translate this into appropriate action" "For UK plc to win a global marketplace it is essential for managers and leaders to understand learning and to develop coaching skills. This pocketbook provides a very readable insight into understanding the challenge." "An amazing amount of ground has been covered in this little book - it unravels a complex subject in a very practical and easy to understand format."
Author: Ian Fleming Publisher: Management Pocketbooks ISBN: 1908284005 Category : Business & Economics Languages : en Pages : 131
Book Description
The Time Management Pocketbook is one of our most popular titles, now in its 6th edition. Effective use of time is not just about using your diary better; it calls for many management skills. The author looks at these skills within the context of a time management model. The model breaks down the process of managing time into these headings: managing what you do, managing where you work, managing communications, managing to work with others, and managing everyday. Skills covered include: objective setting, decision-making, problem-solving, creativity, assertiveness, listening, questioning, reading, writing, and handling paperwork and phone calls.
Author: Mary Richards Publisher: Management Pocketbooks ISBN: 1908284153 Category : Business & Economics Languages : en Pages : 132
Book Description
Learning to manage stress at work benefits both the individual and the organisation. The Stress Pocketbook is full of practical advice on ways to manage your own stress, and how to help others. Emphasis is on what to do rather than on theory. The book was voted 'best of its kind' by the Management Today journal in a review of similar publications. It commented: 'A user-friendly guide to stress management. The simple, quick-fire descriptions of common workplace situations are useful. Well worth keeping handy'. Stress News said of the Pocketbook: 'Although small, it manages to pack a tremendous amount of useful information and tips into its seven sections. A really useful adjunct to any stress management or stress counselling programme. As it costs so little it could be included in the price of the course or sessions'.
Author: Mary Richards
Author: Mary Richards
Author: Richard Churches
Author: Stella Collins
Author: 
Author: Mary Richards
Author: Mike Pezet
Author: Ian Fleming
Author: Ian Fleming
Author: Mary Richards
Author: Frank Scott-Lennon