Training

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

Millions of Americans have to train others as part of their jobs. Whether you’re an employee training your co-workers on a new process or skill, a volunteer asked to train new volunteers, a chef training your staff, or a paramedic giving CPR training, it’s just as important to know how to teach others as it is to know what you’re talking about. It doesn’t matter how much you know about your subject if you can’t share it with others.

Fortunately, Training For Dummies offers all the nuts and bolts of training for anyone who has to educate others on any subject and in any field. It covers all the modern, interactive instructional methods and dynamic training approaches available and helps you get trainees inspired, involved, and enthused. Training For Dummies will help you:

• Keep it interesting so trainees learn more eagerly
• Master the jargon of training
• Use audio and visual aids effectively
• Prepare for the training certification process
• Evaluate your results and improve your tactics

Elaine Biech, President and Managing Principal of Ebb Associates, Inc., and known as “the trainer’s trainer” shows you all the tips and tricks of the trade. Based on her long experience as a trainer and her work for clients such as the IRS and many Fortune 500 companies, Biech helps you discover:

• Tips, techniques, and tidbits for enhancing your training sessions
• Methods that improve trainee participation
• Alternatives to the traditional lecture method
• Tactics for gauging and managing group dynamics
• Strategies for addressing problems in the classroom
• Hints for understanding and adapting to different learning styles
• Helpful resources and other extra material you can put to immediate use

No matter what you do for a living, there will probably come a time when you have to teach others what you know. Training For Dummies cuts through the complicated jargon to present the basics of teaching and learning in straightforward, plain English so you can share your specialized knowledge with those who need it.

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Sharpen your expertise in applying different methods of evaluation to a variety of organizations and areas of training. This book's lessons guide you through every step and illustrates the process with real-life examples. Helpful tools and checklists explain how to win support from senior management, evaluate your instructional strengths, and more.

From Sharon L. Bowman, the author of the best-selling Ten-Minute Trainer, comes the dynamic new book, Training from the BACK of the Room! This innovative resource introduces 65 training strategies that are guaranteed to deliver outstanding training results no matter what the topic, group, or learning environment. Now, trainers can replace the traditional "Trainers talk; learners listen" paradigm with a radical new model for designing and delivering instruction: "When learners talk and teach, they learn."

Decision Making Training offers all the ready-to-use content needed to enable professional trainers, facilitators, and others to quickly create learning events that build confident decision makers. Beginning with an easily understandable decision making process, the book provides everything needed to build interactive half, full, and multi-day training programs. The book includes online access to dozens of customizable exercises, handouts, assessments, practice tools, and PowerPointT slides. A structured facilitation framework provides step-by-step facilitation instructions.

Training Ain't Performance is a whimsical, entertaining, and solidly written book that takes on the subject of human performance in the workplace. From its first chapter, Show Me the Money, to its concluding chapters, Hit or Myth: Separating Fact from Workplace Performance Fiction, readers are gently guided toward an understanding of human performance improvement and how to use it for real organizational value.

Successful organizations depend on training to keep them viable! but in today's belt-tightening economy, managers are often asked to become expert training facilitators overnight. Faced with the challenges of diversity, a multi-generational workforce, and the many options made possible by technology and e-learning, even first-time trainers must be ready with the most up-to-the-minute techniques. Thoroughly revised, "The First-Time Trainer" is a concise, information-packed guide that will quickly transform readers into confident, effective trainers. Training is still the best way to make certain employees perform at their best. This user-friendly guide gets first-time facilitators training like pros in no time.

Daily pressures of the workplace force every employee, worker, manager or even executive to focus on the tasks that will move the ball forward one more day. Time is rarely spent reflecting on career choices and future goals. Written for workplace learning and performance professionals, this book will help you discover career options, energize a stalling career or transition to a new career. If you are considering a transition to a training and HRD career, you will be able to chart a path to success using the exercises, checklists, and tips from experienced practitioners.