Telephone Skills Pocketbook PDF Download
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Author: Mary Richards
Publisher: Management Pocketbooks
ISBN: 1907077634
Category : Business & Economics
Languages : en
Pages : 114
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Book Description
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: Mary Richards
Publisher: Management Pocketbooks
ISBN: 1907077634
Category : Business & Economics
Languages : en
Pages : 114
Get Book Here
Book Description
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:
Publisher:
ISBN: 9788173141560
Category :
Languages : en
Pages :
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Book Description
Author: Mike Pezet
Publisher: Pocketbooks
ISBN: 1907078754
Category : Business & Economics
Languages : en
Pages : 115
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Book Description
tips tools and techniques to help recognise common mistakes and become a purposeful listner
Author: Mary Richards
Publisher: Pocketbooks
ISBN: 9781870471466
Category : Communication in management
Languages : en
Pages : 109
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Book Description
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:
ISBN: 9788173140600
Category :
Languages : en
Pages :
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Book Description
Author: Stella Collins
Publisher: Management Pocketbooks
ISBN: 1908284269
Category : Education
Languages : en
Pages : 115
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Book Description
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: Sean Misteil
Publisher: Pocketbooks
ISBN: 1906610185
Category : Business & Economics
Languages : en
Pages : 112
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Book Description
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: Ian Fleming
Publisher: Management Pocketbooks
ISBN: 1908284048
Category : Self-Help
Languages : en
Pages : 113
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Book Description
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: Stella Collins
Publisher: Pocketbooks
ISBN: 1906610800
Category : Business & Economics
Languages : en
Pages : 113
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Book Description
Engaging your audience and holding their attention is the principal focus of the Webinars Pocketbook. It will show you how to design, set-up and deliver internet-based meetings, presentations and training workshops that harness technology for maximum impact and effectiveness. The pocketbook begins by describing the different webinar tools available – such as web cams, polls, messaging windows, whiteboards and breakout rooms – and how and when they can be employed to your advantage. It then goes on to explain how you need to adapt your communication style and method of delivery to suit the virtual environment, including making good use of attractive visuals to support your message. An explanation of how to gain participant buy-in, several case studies, a troubleshooting section (problems and solutions) and the authors’ top 21 tips for successful webinars end the pocketbook on a practical note. Virtually the best advice there is!
Author: Catherine Delves-Yates
Publisher: SAGE
ISBN: 152979756X
Category : Medical
Languages : en
Pages : 198
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Book Description
This pocket-sized book is an ideal reference for nursing students. It puts the facts at your fingertips, giving you immediate access to 50 different clinical procedures. Handy checklists covering the things to consider before starting the procedure Clear instructions guide you step-by-step through the skill All fields of practice included to ensure your care is person-centred Whether revising for an OSCE, preparing for a new clinical placement or looking for a clear description of how to perform a certain task, this book will become a trusted companion and daily reference as your practice experience steadily grows.
