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Books by Robert W. Lucas |
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Training Workshop Essentials: Designing, Developing and Delivering Learning Events That Get Results by Robert
W. Lucas
| 352 Pages - Item #: 509-001 |
ISBN: 0470385456 |
| Retail Price - $50.00 ea. |
Our Price - $44.95 ea. |
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This unique training resource offers trainers, educators, and facilitators a hands-on guide for designing
and implementing training workshops and sessions that incorporate concepts learned from research on how the human brain best obtains, retains
and recalls information. By using this proven approach, trainers can create memorable workshops that are dynamic, innovative, fun, and effective
events.
The author shows how to design, develop, and deliver training from a whole-brain perspective that addresses the three different
learning modalities (auditory, visual, and kinesthetic). Trainers can tap into accelerated learning strategies, address needs of different
generational and diverse learners, and employ learner-tested techniques by applying key concepts from this book.
Training Workshop Essentials covers all the basics including selecting a topic specifically to address audience needs and
much more. It provides a step-by-step process for creating an outline, designing, developing, and using brain-friendly support materials,
choosing the appropriate location (with the right equipment and furnishings), selecting the best time and date for training delivery. The
book also offers tips for presenting the content to learners in a creative and professional manner.
Training Workshop Essentials offers brain-based strategies and techniques that go beyond typical training methods. These
approaches will reach out and pull learners into the session's content, and allow them to truly experience and retain the information long
after the training ends. |
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The Creative Training Idea Book:
Inspired Tips and Techniques for Engaging and Effective Learning by Robert W. Lucas
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From the author of the popular Big Book of Flip Charts comes a definitive reference of creative ideas, strategies
and techniques guaranteed to enhance any adult learning environment.
Based on the author's three decades of training experience, this invaluable resource gives trainers the tools to adopt a
fun, energetic approach that will make for a stimulating learning environment. Readers will learn new methods for:
- Setting the right tone
- Uncovering participant needs
- Grouping participants and selecting leaders
- Avoiding and reclaiming turnoffs
- Encouraging and rewarding participation
Filled with checklists, forms, resources, and dozens of "Bright Idea" blurbs, The Creative Training Idea Book
will help trainers and trainees achieve maximum learning results. |
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How to Be a Great Call Center Representative by Robert W. Lucas
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Finally! There is now an effective resource for organizations, trainers and individuals involved
in call center service. The program can be used by individuals to learn how to be an effective service representative, or by organizations
needing a training sourcebook, or to supplement organizational learning materials and programs.
In this course, users will learn what technology-based customer service is all about --- a brief history, terminology, CSR
competencies required, and interpersonal skills necessary to be successful in dealing with a variety of customer service situations. The
Successful Call Center Representative gives the tools needed to feel confident in handling customers, and the foundation for future growth
and advancement.
Because of the diverse ways in which technology is being used to serve customer in various industry call centers, the material
covered in this course is fairly generic so that it can be adapted to most call center and customer care environments. Additionally, there
are numerous local, state, and federal guidelines to which call center employees must adhere. By following information provided by supervisors
or team leaders and using what is learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills,
users can begin immediately providing quality customer service.
Included in the price is an examination that can be taken and forwarded to The American Management Association for grading
and issuance of a certificate. Also, users have a specially created AMA web-site for support and questions arising as they take the course.
No other product on the market gives all this!! |
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| Customer Service Skills for Success by Robert W. Lucas |
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The fourth edition of this best-selling customer service text has revised content and added features to help
identify common customer service issues and provide proven strategies to address them. The focus of the ten-chapter book is to raise awareness,
prompt thinking, give many step-by-step suggestions for service improvement, and provide readers with a valuable reference for information
on how your organization can deliver service excellence. The information contained in the book will benefit you whether you are new to dealing
with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees) and external (e.g. consumers,
vendors, other end users of products, suppliers, businesses, dealers, and distributors) customer encounters.
For educators who adopt the book as a textbook, there is a dedicated website with instructor notes, PowerPoint® slides
for each chapter, video vignettes to support classroom discussion, and a test bank of questions.
Contents
The Profession
Chapter 1 – The Customer Service Profession
Chapter 2 – Contributing to a Service Culture
Skills for Success
Chapter 3 – Verbal Communication Skills
Chapter 4 – Non-Verbal Communication Skills
Chapter 5 – Listening to the Customer
Building and Maintaining Relationships
Chapter 6- Customer Service and Behavior
Chapter 7 – Service Breakdowns and Service Recovery
Chapter 8- Customer Service in a Diverse World
Chapter 9 – Customer Service Via Technology
Chapter 10 Encouraging Customer Loyalty |
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The Big Book of Flipcharts by Robert W. Lucas
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Despite all the razzle-dazzle technology around, there's still no more lively, informative, and audience-friendly
way to make an impact than with flip charts. But using flip charts well is a skill that must be developed. In this comprehensive handbook,
professional trainer and communications expert Bob Lucas explains the basic design principles and techniques that professionals use to make
impressive flip charts-the simple "tricks of the trade" that make an impact all the way to the back of the room.
In addition to tips on drawing and displaying great-looking flip charts, Lucas explains how flip charts can help make you
a better facilitator. Over two dozen creative flip-chart-based group activities are included to help you lead a brainstorming, team building,
or problem-solving session. Each activity uses flip charts to draw out the best ideas and creative thinking from your group. For presenters
who want to jazz up their "text only" flip charts, but don't know how to draw, dozens of ready-to-copy flip chart graphics, icons,
and templates make it easy to create something special with minimal effort. You'll learn how to use lettering in an attractive and impactful
way; understand spacing, use color and creative fonts. The Big Book of Flip Charts is the ultimate reference guide for flipcharts, covering
not just writing and displaying techniques but layout and graphics, as well as flip chart facilitation activities. |
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Coaching Skills: A Guide for Supervisors by Robert W. Lucas
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Coaching can play a significant role in maximizing employee performance. It can also be instrumental in improving
management performance. Now, with this practical guide, you'll discover the essentials of coaching, including how to do it, when to do it,
and why it is necessary in today's business environment. This book also addresses ways to coach employees with special needs, including underachievers,
overachievers, and those with disabilities. With Coaching Skills, you'll understand how to develop an effective action plan for improving
communication, trust, and cooperation between you and those you manage or supervise. |
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Communicating One-to-One:
Making the Most of Interpersonal Contacts by Robert W. Lucas
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You come into contact daily with dozens of people in a variety of settings. In each of those interactions
there is the possibility of ineffective message interpretation and relationship breakdown if strong interpersonal communication strategies
are not used. These losses of effectiveness can lead to customer dissatisfaction, loss of business, personal feelings of inadequacy and frustration
and ultimately could negatively impact your life.
Communicating One-To-One is an excellent reference resource to assist in improving listening skills, appropriate questions,
giving and receiving feedback, interpreting and sending non-verbal cues effectively, and interacting in social, home and business settings
while remembering the names of others.
Designed in an easily read, quick-tip booklet format, you will find dozens of priceless ideas, techniques and strategies
for making the most of your interpersonal contacts. You'll want to regularly re-read the content and share it with others you know in order
to improve communication effectiveness.
Communicating One-to-One is a tremendous value and resource for use by employers, individuals, trainers, educators, group
and team leaders or parents. Pass copies out to participants, students or employees for future reference. |
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Effective Interpersonal Relationships by Robert W. Lucas
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To remain competitive and to position yourself as an asset to your organization and customers, you must develop
and strengthen your interpersonal skills. Every day you come in contact with a variety of people in the workplace: employees, peers, your
supervisor, customers and vendors. And in each of these contacts, both you and the other person walk away with an opinion about the encounter.
Whether your encounter will be a success or failure depends on the strength of your interpersonal skills. Effective Interpersonal Relationships
provides tools for developing, refining, and building your interpersonal skills, and guides you through the key points to effective communication.
Filled with valuable tips, examples, and scenarios, this handy book offers practical advice on how to build rapport, trust, and respect on
the job through better communication, improved listening skills and conflict management. |
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Job Strategies for New Employees by Robert W. Lucas
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New employees face many challenges when joining an organization or moving into a new position, department,
or team. The Number 1 issue faced by someone in that position, in any organization, is how to communicate and effectively interact with others.
The goal of Job Strategies for New Employees is to help avoid some of the mistakes that could be made when taking on a new task or position.
Organizations also have much to gain by helping ensure that new employees fit into the workplace culture. With the amount
of time, effort, and money spent recruiting, interviewing and orienting new staff members, it makes sense to try to give them all the available
tools possible so that they can succeed.
By providing a copy of Job Strategies for New Employees to each new hire along with a "Welcome" letter, organizations
send a message of concern and commitment that can often make the difference during that tenuous transition period in the first few months
on the job. |
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Training Skills for Supervisors by Robert W. Lucas
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More than ever, today's supervisors are assuming the key roles of trainer and coach to their staff. As today's
employees are increasingly expected to learn new skills, take on additional responsibilities, and continue to help increase bottom-line profit,
their managers are being asked to lead and train them. Many supervisors shy away from training because they feel unprepared or uncomfortable
making group presentations and providing one-on-one coaching. Training Skills for Supervisors shows supervisors new to training-or ones who
want to expand their knowledge of adult learning and training - techniques to better transfer knowledge and skills to their employees. Whether
making group presentations or coaching one-on-one, this book provides the information and insights your need to make your job as a trainer
easier and more effective. |
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People Strategies for Trainers: 176 Tip and Techniques for Dealing with Difficult Classroom Situations by
Robert W. Lucas
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Whether you've taught one class or thousands, you already know that all learners are not created equal. Are
you able to create a learning environment where every participant is getting maximum value, or are you letting different styles, attitudes,
and circumstances affect your sessions?
People Strategies for Trainers is packed with practical techniques to help you reconcile a variety of issues, such as dealing with
participants from different generations, those with disabilities, and those who speak English as a second language.
Of course, there are also show offs, clowns, and "experts" agitators and revolutionaries, poor listeners and distracted participants,
latecomers and unprepared students. People Strategies for Trainers will help you manage all of these and many others, ensuring an engaging
and dynamic learning environment.
This valuable resource also gives you easy-to-use tools for creating your training materials; creative strategies for grouping learners and
selecting volunteers; and a variety of interactive room arrangements to help foster group learning. Plus, you'll get a concise and applicable
overview of Abraham Maslow's Hierarchy of Needs Theory of Motivation, which will help you better understand what drives your participants
to learn. A powerful combination of the latest thinking and real-world solutions, People Strategies for Trainers will help you build a learning
environment in which all of your participants can realize their full potential. |
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Creative Learning: Activities and Games That REALLY Engage People by Robert W. Lucas
| Item #: 407-020 |
ISBN: 0-7879-8740-9 |
| Retail Price - $45.00 ea. |
Our Price - $39.99 ea. |
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Written by master trainer Bob Lucas, this book provides a wealth of new activities and games that can be used
by trainers, presenters and educators in virtually any type of indoor learning environment. Lucas presents the theory and concepts behind
using games and activities and discusses the research that supports the case for focusing on brain-based (active) learning, and the benefits
of adding fun and novelty to the learning environment in order to enhance transfer of learning from the classroom to the workplace. He also
offers guidance on the possible scenarios when these brain-based games might be appropriate. The remainder of the book offers a creative
collection of activities for use throughout any training event.
The book includes "getting started" activities to build and continue momentum and useful ways to create a bridge from learning
to application.
- Filled with icebreakers and introductions motivators, brainteaser and energizers transition and reinforcement activities, stories that
teach and powerful session closers.
- Written by a leader in creative training and a former chapter president of ASTD.
- The brain-friendly approach taken in this book is guaranteed to elevate ordinary training to extraordinary levels.
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Engage Your Brain for Learning (Infoline)
| 16 Pages - Item #: 808-030 |
ISBN: 0-7879-8740-9 |
| Retail Price - |
Our Price - $10.99 ea. |
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Brain-based or brain-compatible learning theory focuses on creating a learning program in which attainment,
retention, recollection, and use of information is maximized through actively stimulating and engaging the brains of learners. A brain-based
approach to learning incorporates extensive research on the brain and encourages application of findings to training and educational environments.
This handy reference tool, published by ASTD National as part of their Infoline series, provides tips, tools and intelligence
for anyone wanting to enhance their learning events through the application and use of props, color, lighting, sound, motion, novelty, magic
and a variety of other creative techniques. Loaded with quick tips, definitions, and a learning style self-assessment, this handy guide provides
quick, concise points to help any trainer, educator, facilitator or trainer make the most of their learning initiatives.
After reading Engage the Brain for Learning readers will be able to:
- Define brain-based learning and its importance to the learning process;
- Use brain-based and accelerated learning strategies in training program design and delivery; and
- Employ a variety of tips and techniques to learning environments to ensure that maximum learning and reinforcement occurs.
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