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Description
Communicating to groups can be a daunting experience for many people. Yet, it is an important means of communicating in virtually any organization. Effective communication takes place when the receiver of the message understands it the way the sender intended. This communication training program examines the various important factors of speaking to a group of people. In this program, you will learn how to: Prepare and plan properly-- Use visual aids...
Description
Every organization relies on the telephone customer service person not only to assist in the sales of their product or service, but also to represent the organization in any customer relations. This training module highlights that we are all paid in direct proportion to how well we complete our job, and that many of the skills that make up the highly successful telephone service person can be acquired with practice. In this program, the viewer will...
Description
One of the biggest barriers to communication is when speakers and writers assume that the people they are addressing know a great deal more than they actually do. The use of jargon and slang can turn any business relationship into a communication nightmare. This communication training program explores the importance of: Avoiding jargon and technical terms-- Asking questions to clarify meanings--Tailoring language for particular target groups-- Building...
Description
In the office, there may be times when we are faced with difficult or aggressive behavior. In a workplace, this can certainly increase stress, lower productivity, and damage morale. This program details "The Lassie System", a simple step by step system that demonstrates the verbal and visual messages you should be trying to convey. Learning outcomes for this program include:The importance of listening-- How to slow the aggressor down and ease the...
Description
We all perceive situations differently when communicating. Our perception involves selecting, organizing, and interpreting information so that it has meaning for us as an individual. We often see what we want to see and hear what we want to hear. In this communication training program, you will learn: How ineffective communication can take place when assumptions are made--How assumptions can impact on workplace relationships--The importance of non-verbal...
Description
Many problems in the workplace begin with the miscommunication of messages. Ineffective listening leads to the reduction of the amount of information received. Remembering only a portion of the message is a common contributor to miscommunication. Furthermore, how we interpret a particular message can be affected by one's thoughts and feelings. This communication training program examines the importance of: Face-to face communication-- Direct instructions--...
Description
This program highlights the benefits of consultation, and the role of a well-structured committee in approaching health and safety issues at work. You will also learn about: The benefits of consultation in the workplace-- The benefits of committees-- The ideal make up of a safety committee-- How to be an effective member
Description
This communication training program demonstrates how the inability to listen effectively can be detrimental to relationships both in the workplace and in our personal lives. Viewers are shown several active listening techniques and how they can ultimately enhance the communication process. In this program, you will learn about: Respecting personal opinions--Empathizing--Giving unspoken feedback-- Making eye contact--Parapharasing and asking questions...
Description
For some customers on the telephone, being transferred can be an extremely stressful event, especially if they have already experienced an an unsuccessful transfer or two. The ability to transfer calls within your organization effectively can impact greatly on the impression that your company leaves with that customer. In this training program, viewers will learn several handy techniques to help ensure an effective call transfer takes place, not only...
Description
In this training program, viewers are made aware of the importance of listening with empathy, and how it impacts on the communication process. By watching this program, you will learn about important characteristics of effective listening such as: Body language--Showing empathy and understanding-- Providing support--Clarifying by asking questions and paraphrasing
Description
In business today, time is a very precious commodity. Playing phone tag with clients or telephone calls that fail to reach a desired goal, all contribute to undermining our overall efficiency at work. In this program, viewers will learn the importance of:Setting goals-- Avoiding phone tag-- Planning the call--This training program will provide your workers with several handy tips on getting the most out of the time they spend on the telephone.
Description
With face-to-face sales, body language can often be a major indicator of the customer's level of interest. In telephone sales, we don't get the benefit of body language. All we have are what they are saying, how they are saying it, and our imagination. Similarly, that's all the clients have too, so it is important to exude an enthusiastic, friendly, well-articulated voice when dealing with potential or current clients. In this program, viewers will...
Description
As a customer, one of the most frustrating aspects of a phone call can be when you are placed on hold. It's during these times that the caller feels like they have lost complete control of the call, and when seconds can seem like an eternity. These moments can greatly impact on the impression an organization leaves with a caller. In this program, viewers will learn: A simple and effective list of prerequisites when putting callers on hold -- How to...
Description
The ability to build rapport with a potential client is paramount to the success of the call, and ultimately any potential sale. In this program, viewers will learn the importance of: Smiling-- Speaking clearly, at the right pace, and with enthusiasm-- Effective listening--Asking well phrased questionsYour staff will be encouraged to think about how they perform in each of these key areas.
Description
Safety on the road is something that impacts all of us. The road is generally a busy place and a dangerous place but it can be made safer if we all show a little courtesy and common sense. In this training program, you will learn:-- The importance of vehicle maintenance--How to drive in wet conditions-- The most dangerous times on the road--How to drive safely at intersections
Description
This training module examines the various traits that an ideal customer service employee would possess and emphasizes to viewers that these skills are attainable. It asks the viewer to nominate the qualities they would consider when promoting or hiring someone in their organization. In this program, you will be: Challenged to rate yourself on each of the qualities-- Explained exactly how you can improve your self worth• Discovering what makes a...
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