Ultimate Basic Business Skills , livre ebook

Association for Talent Development - Christee Gabour Atwood

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240 pages

English

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Description

Having a copy of Ultimate Basic Business Skills: Training an Effective Workforce on your bookshelf is like having an on-call business training department. This book offers ready-to-present programs on the most critical frontline business skills every member of your organization needs. Too often training in these basic business areas is ignored in favor of more pressing product or service training. Ultimate Basics Business Skills offers learning professionals everything needed to quickly deploy this valuable training. Lively, scripted half-day programs in more than 20 individual topic areas cover external and internal customer service skills, project management, help in projecting a professional image and working in a team environment, and much more.

The book uses the familiar structure of the Trainer's Workshop Series to guide the training sessions and includes all handouts, worksheets, assessments, and PowerPoint slides to allow users to quickly create training targeted specifically for their intended audience. All programs offer enough additional material to allow expanding the program length to suit training needs. Users can easily blend, mix, and match formats and contents to create just the program your organization needs.

Sujets

Efficacité professionnelle

Efficacité

Business

Economics

Training

Employabilité, métiers et formations

Informations

Publié par	Association for Talent Development
Date de parution	01 décembre 2009
Nombre de lectures	1
EAN13	9781607283669
Langue	English

Informations légales : prix de location à la page 0,3498€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

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Accessing the CD Materials for this E-Book

Thank you for purchasing the Ultimate Basic Business Skills e-book. This e-book comes with ready-to-use activities, assessments, tools, and PowerPoint slides. To access these materials, please to go:

http://www.astd.org/content/publications/ASTDPress/ UltimateBasicBusinessSkillsCDMa terials.htm

We have organized the materials by chapter, so you can quickly download only the materials you need.

©2009 the American Society for Training & Development
All rights reserved. Printed in the United States of America.
No part of this publication may be reproduced, distributed, or transmitted in any form or by any means,including photocopying, recording, or other electronic or mechanical methods, without the prior writtenpermission of the publisher, except in the case of brief quotations embodied in critical reviews and certainother noncommercial uses permitted by copyright law. For permission requests, please go to www.copyright.com , or contact Copyright Clearance Center (CCC), 222 Rosewood Drive, Danvers, MA01923 (telephone: 978.750.8400, fax: 978.646.8600).
ASTD Press is an internationally renowned source of insightful and practical information on workplacelearning and performance topics, including training basics, evaluation and return on investment, instructionalsystems development, e-learning, leadership, and career development.
Ordering information for print edition: Books published by ASTD Press can be purchased by visiting ASTD’s website at store.astd.org or by calling 800.628.2783 or 703.683.8100.
Library of Congress Control Number: 2008937407 (Print edition only.)
ISBN-13: 978-1-56286-589-4 PDF e-book edition ISBN: 978-1-60728-366-9
2009-1
ASTD Press Editorial Staff:
Director: Dean Smith Manager, ASTD Press: Jacqueline Edlund-Braun Senior Associate Editor: Tora Estep Senior Associate Editor: Justin Brusino Editorial Assistant: Victoria Devaux
Full-Service Design, Development, and Production: Aptara Inc., Falls Church, VA, www.aptaracorp.com Development/Production Editor: Robin C. Bonner Copyeditor: Ellen N. Feinstein Indexer: Kidd Indexing Proofreader: Sarah A. Bonner Interior Design: Lisa Adamitis
Cover Design: Ana Ilieva Foreman Cover Illustration: Shutterstock.com
ASTD Press’s Ultimate series is a natural follow-on to the popular Trainer’s WorkShop series. Like the Trainer’s WorkShop series, the Ultimate series is designed to be a one-stop, practical, hands-on road map that helps you quickly develop training programs. Each book in the Ultimate series off ers a full range of practical tools you can apply or adapt to a variety of training scenarios. As in the Trainer’s WorkShop series, you will fi nd exercises, handouts, assessments, structured experiences, and ready-to-use presentations, along with detailed facilitation instructions. So what’s the diff erence? The Ultimate series aims to present the full scope of various topics, off ering today’s overcommitted training professionals even MORE practical and scalable help: More practical exercises, handouts, assessments, and other ready-to-deploy training solutions. More detailed instructions. Broader topic coverage. More downloadable material. In short, more value for your training budget dollars.
Preface vii Section One Getting Started 1 Chapter 1 How to Use This Book 3 Chapter 2 Facilitating Business Skills Training 9 Section Two Customer Service 15 Chapter 3 Customer Service Skills Overview 17 Chapter 4 Basics of Customer Service 19 Chapter 5 Telephone Skills Training 31 Chapter 6 Dealing With Difficult Customers 45 Chapter 7 Internal Customer Service 57 Section Three Interpersonal Skills 69 Chapter 8 Interpersonal Skills Overview 71 Chapter 9 Communication Skills 73 Chapter 10 Presentation Skills 91 Chapter 11 Basic Networking 103 Chapter 12 Conflict Management 117 Section Four Basic Business Skills 133 Chapter 13 Business Skills Overview 135 Chapter 14 Priority Management 137 Chapter 15 Decision Making and Problem Solving 155 Chapter 16 Business Writing and Email 169 Chapter 17 Basic Business Knowledge 187 Section Five Professionalism 199 Chapter 18 Professionalism Overview 201 Chapter 19 Professional Image 203 Chapter 20 Social Skills and Basic Etiquette 215 Chapter 21 Working in Teams 231 Chapter 22 Work-Life Balance 243 Chapter 23 Professional Development 255 Appendix 267 Further Reading and Resources 281 About the Author 283 Index 285
This publication can be described as a “training department in a book.” It offers ready-to-present programs for some of the most valuable professional skills that the members of an organization can learn. It creates a foundation of courses for the organization’s training department, which frees learning professionals to concentrate their efforts on the current challenges specific to their organizations but to still offer a core curriculum of programs that address the ongoing needs of their workforce.
Ultimate Basic Business Skills: Training an effective Workforce focuses on the skills needed by every individual in an organization. The chapters on customer service skills offer development programs to help not only in serving and creating loyal customers, but also in partnering with internal customers to create a stronger team. The section on interpersonal skills addresses those practices that allow the organization’s members to communicate more effectively and thereby reduce the misunderstandings that can occur in interactions between different personalities and backgrounds. The business skills chapters offer training to enhance organizational abilities and improve business documentation and processes. The section on professionalism equips participants to present a positive image and to practice the behaviors that represent a strong and focused member of the business world.
Each of the five sections contains complete modules—with all materials needed for facilitation. Each module is designed as a half-day session but includes notes and optional activities to allow expansion to a longer session, if desired. The separate modules can also be blended to provide specialized workshops tailored to an organization’s specifi c needs.
The half-day training sessions are excerpted from or based on other books from ASTD Press— and therefore draw on the expertise of the outstanding authors of ASTD Press. I’ve added, updated, and modified this material from my own perspective as an experienced trainer. Each module notes the ASTD publications from which its materials are excerpted, so learning professionals can refer to those volumes to develop more in-depth understanding and training programs on any of the topics presented in this book.
This book is designed to help learning professionals offer a variety of business skills to all individuals in their organizations. The need for these types of professional skills is not restricted to any single department. For example, the skills that help customer service representatives develop and maintain loyal customers can also be valuable to others in the organization who will never encounter an external customer. That’s because those same interpersonal skills can be applied to dealings with co-workers and other business partners. Likewise, the organizational skills that help project managers complete their work on deadline and achieve quality outcomes can also help supervisors ensure the successful completion of tasks in their departments. Moreover, everyone in the organization uses communication skills during every interaction with co-workers, vendors, and members of the community.
As part of the Ultimate series, Ultimate Basic Business Skills: Training an effective Workforce serves the mission of these books by creating a well-rounded training department in volumes that learning professionals can use to expand their training offerings immediately and answer the needs of organizations to compete in the global workplace.
In the words of President John F. Kennedy, “Leadership and learning are indispensable to each other.” Ultimate Basic Business Skills strives to create the learning opportunities that will develop the leaders of tomorrow’s workforce.

Christee Gabour Atwood Alexandria, Louisiana October 2009

Discussion of the benefits of business skills training Explanation of how to use this book for best results Description of what’s in this workbook and the accompanying CD

Why Business Skills Training?
What makes a business successful? We can include outstanding products, valuable services, sound business practices, financial acumen, a solid reputation, and the list goes on.
All these standards of success have one element in common: people. An individual in the workforce creates, produces, and improves those outstanding products. An employee delivers that valuable service and generates loyalty by meeting and exceeding customer needs. Individual leaders in the organization design and enforce those sound business practices. Financial acumen arises from years of those individuals’ experiences and their ability to continue to build on that foundation. The company’s solid reputation emerges as a result of the daily activities of those employees.
Organizations that want to continue this pattern of growth are wise to invest in those individuals. Past experience has shown us that training increases not only employees’ knowledge, but also their job satisfaction, and this translates into the improved retention rates that benefit organizational success. Moreover, training in business skills creates the foundation for those employees to advance to new roles in the organization.
Business skills encompass a wide range of competencies, and the programs presented in this book offer the groundwork to enhance those proficiencies. Future volumes will allow more specialized training to address the evolving needs of the workforce.
How Can These Workshops Help?
The individuals in a company create its knowledge base