Ultimate Basic Business Skills: Training an Effective Workforce

Overview

Get frontline workers up to speed on critical business skills with Ultimate Basic Business Skills. These lively, scripted one-half-day training programs cover more than 20 individual topic areas, including customer service essentials, priority management and decision making, business writing, communication skills, conflict management, and team and social skills basics. Included are all needed learning activities, handouts, worksheets, assessments, and PowerPointT slides. Blend, mix, and match content to create ...

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Overview

Get frontline workers up to speed on critical business skills with Ultimate Basic Business Skills. These lively, scripted one-half-day training programs cover more than 20 individual topic areas, including customer service essentials, priority management and decision making, business writing, communication skills, conflict management, and team and social skills basics. Included are all needed learning activities, handouts, worksheets, assessments, and PowerPointT slides. Blend, mix, and match content to create customized programs using the included CD-ROM.

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Product Details

  • ISBN-13: 9781562865894
  • Publisher: American Society for Training & Development
  • Publication date: 12/16/2009
  • Pages: 350
  • Product dimensions: 7.90 (w) x 9.10 (h) x 0.90 (d)

Table of Contents

Sect. 1 Getting Started 1

Ch. 1 How to Use This Book 3

Ch. 2 Facilitating Business Skills Training 9

Sect. 2 Customer Service 15

Ch. 3 Customer Service Skills Overview 17

Ch. 4 Basics of Customer Service 19

Ch. 5 Telephone Skills Training 31

Ch. 6 Dealing With Difficult Customers 45

Ch. 7 Internal Customer Service 57

Sect. 3 Interpersonal Skills 69

Ch. 8 Interpersonal Skills Overview 71

Ch. 9 Communication Skills 73

Ch. 10 Presentation Skills 91

Ch. 11 Basic Networking 103

Ch. 12 Conflict Management 117

Sect. 4 Basic Business Skills 133

Ch. 13 Business Skills Overview 135

Ch. 14 Priority Management 137

Ch. 15 Decision Making and Problem SolVing 155

Ch. 16 Business Writing and Email 169

Ch. 17 Basic Business Knowledge 187

Sect. 5 Professionalism 199

Ch. 18 Professionalism Overview 201

Ch. 19 Professional Image 203

Ch. 20 Social Skills and Basic Etiquette 215

Ch. 21 Working in Teams 231

Ch. 22 Work-Life Balance 243

Ch. 23 Professional Development 255

Appendix 267

For Further Reading 281

About the Author 283

Index 285

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