Telephone Skills Pocketbook

Telephone Skills Pocketbook

Author: Mary Richards

Publisher: Management Pocketbooks

Published: 2015-09-16

Total Pages: 114

ISBN-13: 1907077634

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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.


Book Synopsis Telephone Skills Pocketbook by : Mary Richards

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.

Telephone Skills Pocketbook

Telephone Skills Pocketbook

Author:

Publisher:

Published:

Total Pages:

ISBN-13: 9788173141560

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Book Synopsis Telephone Skills Pocketbook by :

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:

The Telephone Skills Pocketbook

The Telephone Skills Pocketbook

Author: Mary Richards

Publisher: Pocketbooks

Published: 1997

Total Pages: 109

ISBN-13: 9781870471466

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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.


Book Synopsis The Telephone Skills Pocketbook by : Mary Richards

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.

The Telephone Skills Pocket Book

The Telephone Skills Pocket Book

Author: Mary Richards

Publisher:

Published: 2007

Total Pages:

ISBN-13: 9788173140600

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Book Synopsis The Telephone Skills Pocket Book by : Mary Richards

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:

Communicator's Pocketbook

Communicator's Pocketbook

Author: Sean Misteil

Publisher: Management Pocketbooks

Published: 2015-09-16

Total Pages: 114

ISBN-13: 1908284218

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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.


Book Synopsis Communicator's Pocketbook by : Sean Misteil

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.

Effective Classroom Communication Pocketbook

Effective Classroom Communication Pocketbook

Author: Richard Churches

Publisher: Management Pocketbooks

Published: 2015-09-16

Total Pages: 132

ISBN-13: 1908284978

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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.


Book Synopsis Effective Classroom Communication Pocketbook by : Richard Churches

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.

Writing Skills Pocketbook

Writing Skills Pocketbook

Author: Stella Collins

Publisher: Management Pocketbooks

Published: 2012-01-01

Total Pages: 115

ISBN-13: 1908284269

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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.


Book Synopsis Writing Skills Pocketbook by : Stella Collins

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.

Listening Skills Pocketbook

Listening Skills Pocketbook

Author: Mike Pezet

Publisher: Pocketbooks

Published: 2017-09-11

Total Pages: 115

ISBN-13: 1907078754

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


Book Synopsis Listening Skills Pocketbook by : Mike Pezet

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

Coaching Pocketbook

Coaching Pocketbook

Author: Ian Fleming

Publisher: Management Pocketbooks

Published: 2014-07-15

Total Pages: 113

ISBN-13: 1908284048

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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."


Book Synopsis Coaching Pocketbook by : Ian Fleming

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."

Time Management Pocketbook

Time Management Pocketbook

Author: Ian Fleming

Publisher: Management Pocketbooks

Published: 2011-01-01

Total Pages: 131

ISBN-13: 1908284005

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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.


Book Synopsis Time Management Pocketbook by : Ian Fleming

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.