Telephone Skills Pocketbook

Author : Mary Richards
Publisher : Management Pocketbooks
Page : 114 pages
File Size : 49,7 Mb
Release : 2015-09-16
Category : Business & Economics
ISBN : 9781907077630

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Telephone Skills Pocketbook by Mary Richards Pdf

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 : Anonim
Publisher : Unknown
Page : 128 pages
File Size : 48,9 Mb
Release : 2024-07-01
Category : Electronic
ISBN : 8173141568

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Telephone Skills Pocketbook by Anonim Pdf

Author : Mary Richards
Publisher : Pocketbooks
Page : 109 pages
File Size : 50,9 Mb
Release : 1997
Category : Communication in management
ISBN : 1870471466

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The Telephone Skills Pocketbook by Mary Richards Pdf

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.

Author : Mary Richards
Publisher : Unknown
Page : 128 pages
File Size : 46,7 Mb
Release : 2007
Category : Electronic
ISBN : 817314060X

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The Telephone Skills Pocket Book by Mary Richards Pdf

Author : Sean Misteil
Publisher : Management Pocketbooks
Page : 114 pages
File Size : 47,7 Mb
Release : 2015-09-16
Category : Business & Economics
ISBN : 9781908284211

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Communicator's Pocketbook by Sean Misteil Pdf

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.

Author : Mike Pezet
Publisher : Pocketbooks
Page : 115 pages
File Size : 46,8 Mb
Release : 2017-09-11
Category : Business & Economics
ISBN : 9781907078750

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Listening Skills Pocketbook by Mike Pezet Pdf

tips tools and techniques to help recognise common mistakes and become a purposeful listner

Author : Stella Collins
Publisher : Management Pocketbooks
Page : 115 pages
File Size : 46,8 Mb
Release : 2012-01-01
Category : Education
ISBN : 9781908284266

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Writing Skills Pocketbook by Stella Collins Pdf

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 : Ian Fleming
Publisher : Management Pocketbooks
Page : 113 pages
File Size : 42,6 Mb
Release : 2014-07-15
Category : Self-Help
ISBN : 9781908284044

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Coaching Pocketbook by Ian Fleming Pdf

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
Page : 131 pages
File Size : 40,6 Mb
Release : 2011-01-01
Category : Business & Economics
ISBN : 9781908284006

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Time Management Pocketbook by Ian Fleming Pdf

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 : Richard Churches
Publisher : Management Pocketbooks
Page : 132 pages
File Size : 47,7 Mb
Release : 2015-09-16
Category : Education
ISBN : 9781908284976

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Effective Classroom Communication Pocketbook by Richard Churches Pdf

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 : Mary Richards
Publisher : Management Pocketbooks
Page : 132 pages
File Size : 47,9 Mb
Release : 2015-09-16
Category : Business & Economics
ISBN : 9781908284150

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Stress Pocketbook by Mary Richards Pdf

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 : Victoria Mason
Publisher : Management Pocketbooks
Page : 131 pages
File Size : 44,8 Mb
Release : 2014-01-01
Category : Education
ISBN : 9781908284709

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Speech, Language & Communication Pocketbook by Victoria Mason Pdf

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.

Author : Fiona Elsa Dent
Publisher : Management Pocketbooks
Page : 113 pages
File Size : 47,6 Mb
Release : 2014-09-10
Category : Self-Help
ISBN : 9781908284280

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Leadership Pocketbook by Fiona Elsa Dent Pdf

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

Author : Sean Misteil
Publisher : Pocketbooks
Page : 104 pages
File Size : 49,7 Mb
Release : 1997
Category : Communication
ISBN : 1870471415

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The Communicator's Pocketbook by Sean Misteil Pdf

Being an effective communicator is the single most important part of a manager's role. Covers the dynamics of communication, how to be effective, likely barriers, styles of communication and technology at work.

Author : Fiona Dent
Publisher : Management Pocketbooks
Page : 130 pages
File Size : 55,8 Mb
Release : 2015-09-16
Category : Business & Economics
ISBN : 9781907077906

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Working Relationships Pocketbook by Fiona Dent Pdf

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.