Download or read book Telephone Skills Pocketbook written by Mary Richards and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Telephone Skills Pocketbook written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Telephone Skills Pocketbook written by Mary Richards and published by Pocketbooks. This book was released on 1997 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide is packed with advice and tips on every aspect of using the telephone to improve business performance. It highlights areas such as the importance of good communication skills, the need to build a rapport, how to take control of a call, as well as pinpointing bad habits.
Download or read book The Telephone Skills Pocket Book written by Mary Richards and published by . This book was released on 2007 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Communicator s Pocketbook written by Sean Misteil and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: Being an effective communicator is hard work, but it is the single most important part of a manager's role. Many of us think we are good at it - it's all those people who don't listen who are the problem! The Communicator's Pocketbook covers the dynamics of communication, how to be effective, likely barriers, styles of communication and technology at work. The book concludes with a series of checklists that will enable you to take stock of your communications skills and shortcomings and to put these into context at both an organisational level and a group or team level.
Download or read book Effective Classroom Communication Pocketbook written by Richard Churches and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Writing Skills Pocketbook written by Stella Collins and published by Management Pocketbooks. This book was released on 2012-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Listening Skills Pocketbook written by Mike Pezet and published by Pocketbooks. This book was released on 2017-09-11 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: tips tools and techniques to help recognise common mistakes and become a purposeful listner
Download or read book Coaching Pocketbook written by Ian Fleming and published by Management Pocketbooks. This book was released on 2014-07-15 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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."
Download or read book Time Management Pocketbook written by Ian Fleming and published by Management Pocketbooks. This book was released on 2011-01-01 with total page 131 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Stress Pocketbook written by Mary Richards and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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'.
Download or read book Telephone Skills written by Patrick Forsyth and published by CIPD Publishing. This book was released on 2000 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sets out simple principles and techniques to enhance your communication skills and ensure you make a positive impact on the telephone. this work provides practical guidance on: taking calls; making calls; using your voice, intonation and language to best effect; and listening attentively and knowing when to take the initiative.
Download or read book Speech Language Communication Pocketbook written by Victoria Mason and published by Management Pocketbooks. This book was released on 2014-01-01 with total page 131 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most children develop speech, language and communication skills instinctively, a process that begins at birth and continues into adulthood. However, in most classrooms there are children - as many as 50% in some areas - who have not acquired the fundamental spoken and written skills that underpin all types of social interaction, skills that are essential for success in education and at work. This book shows teachers how to support pupils with SLCN - speech, language and communication needs. Written by a speech and language therapist and a secondary teacher working in mainstream schools, this highly illustrated Pocketbook begins by defining SLCN and placing it against a backdrop of normal language development. The authors identify who has SLCN and explain how weak communication skills lead to academic, social, emotional and behavioural problems. Language is both received and transmitted; both input and output pose problems for pupils with SLCN. A chapter on attention and listening covers hearing impairment, auditory memory, teacher talk and active listening skills. It is followed by sections on receptive language difficulties - understanding concepts and inference, reasoning and deduction - and expressive language difficulties: building sentences and narrative in speech and writing. Speech difficulties such as stammering, phonological difficulties, articulation and voice disorders are also covered. Learning, storing and retrieving vocabulary are given a section of their own as is social communication. The book concludes with ideas for implementing a whole school approach. Cartoons, diagrams and visual prompts support the text throughout.
Download or read book Telephone Skills from A to Z written by Nancy J. Friedman and published by Crisp Learning. This book was released on 1995 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: A vital reference tool for anyone who represents an organization on the telephone.
Download or read book Leadership Pocketbook written by Fiona Elsa Dent and published by Management Pocketbooks. This book was released on 2014-09-10 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written for leaders at all levels - strategic, organisational and team level - the Leadership Pocketbook explains how to inspire, influence, deal with change and achieve objectives. Illustrated throughout, the book adopts a practical approach, setting out the principles of leadership, the role of the leader, the skills required for effective leadership and the key challenges facing leaders in today's business environment. This 2nd edition sees the addition of a new section about leaders and social responsibility. "Contemporary business leaders must be aware of the major forces shaping society today and understand how their organisations need to respond and contribute to these challenges", author Fiona Dent writes. She is Director of Faculty Development at Ashridge where she is also Programme Director for the Influencing Strategies and Skills Programme. A focus of the book, described by the author as 'perhaps the most necessary skill for any leader', is self-awareness - to know yourself, to realise what your leadership strengths and weaknesses are and when you must continue to develop. "With admirable clarity, Fiona Dent distils the salient leadership issues and skills. Every potential leader and every leader with potential should find a place for this book in their pocket or bag." Philip Hodgson, Director of Leadership Programmes, Ashridge "A practical, easy to use guide for all levels of leadership. It covers a broad range of topics in sufficient detail to make it usable both for fresh learning and for reference." Richard Nicholson, Management Development Manager, Novartis Pharmaceuticals UK Ltd
Download or read book Vocal Skills Pocketbook written by Richard Payne and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Vocal Skills Pocketbook explains how to devleop a confident, authoritative and vital voice in a range of speaking situations. It will enable individuals to analyse their speaking voices and establish what aspects they wish to improve. The advice and information are relevant not just to public speaking events but also to numerous other situations such as interviews, meetings and speaking on the telephone. The pocketbook is aimed at end-users and at trainers who deliver courses on general communications and/or presentation skills. Breathing control, projection, use of emphasis, speech rate, vocal care and maintenance, vowel formation, fluency, pauses, clarity, dialect, inflection, releasing the voice and numerous other topics are covered in the book. It's author, Richard Payne, is a voice coach and management trainer. 'A good introduction for anyone who wants common sense advice about how to use their voice effectively', says one of the reviewers on Amazon. 'The book does what it says in the blurb and does not blind you with science.'
Download or read book Working Relationships Pocketbook written by Fiona Dent and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the director of the Creating Working Relationships Programme at Ashridge, one of Europe's top 20 business schools, Fiona Dent knows how important it is for individuals to work together effectively. In her latest pocketbook (she has also written our popular title on leadership) she describes how to create, develop and sustain constructive working relationships. 'Whatever your level in the organisation, profession, role or nationality', she says, 'much of your success will depend on how you interact with those around you.' The book describes how to create, build and sustain relationships. It identifies the key features that make a relationship work (eg openness and honesty, empathy, respect and trust) and those that don't (eg jealousy, arrogance, conflict of interest and misunderstanding). The focus is on helping readers recognise their own approaches to relationships at work, thereby enabling them to identify and understand the differences in other people's approaches and modify their own behaviour accordingly. This modification, combined with good interpersonal and communication skills, lies at the heart of relationship-building.
