|
Books by Robert W. Lucas |
 |
|
 |
The Creative Training Idea Book:
Inspired Tips and Techniques for Engaging and Effective Learning by Robert W. Lucas
|
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. |
|
 |
How to Be a Great Call Center Representative by Robert W. Lucas
|
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!! |
|
 |
Customer Service Skills for Success by Robert W. Lucas
|
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 |
|
 |
The Big Book of Flipcharts by Robert W. Lucas
|
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. |
|
 |
Coaching Skills: A Guide for Supervisors by Robert W. Lucas
|
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. |
|
 |
Communicating One-to-One:
Making the Most of Interpersonal Contacts by Robert W. Lucas
|
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. |
|
 |
Effective Interpersonal Relationships by Robert W. Lucas
|
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. |
|
 |
Job Strategies for New Employees by Robert W. Lucas
|
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. |
|
 |
Training Skills for Supervisors by Robert W. Lucas
|
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. |
|
 |
People Strategies for Trainers: 176 Tip and Techniques for Dealing with Difficult
Classroom Situations by Robert W. Lucas
|
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. |
|
 |
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. |
 |
 |
| More Info |
|
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
|
|
If you have technical problems, questions or comments about this website, please contact our webmaster. 
|
Copyright© 2002-2008 Creative Presentation Resources, Inc.
P.O. Box 180487, Casselberry, Florida 32718-0487. (800)308-0399 - (407)695-5535 - FAX: (407)695-7447 |
|
