The Creative Training Idea Book:
Inspired Tips and Techniques for Engaging and Effective Learning by Robert W. Lucas

460 pages - Item#: 001-007	ISBN 0-8144073-3-1
Retail $39.95	Our Price $32.95 ea.

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 

175 pages - Item#: 001-008	ISBN 0-7612-1346-5
Retail $159.95	Our Price $139.95 ea.

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

294 pages - Item#: 802-001	ISBN: 978-0-07-354544-8
Retail $46.00	Our Price $41.40 ea.
Additional Information

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

258 pages - Item#: 001-010	ISBN 0-071343-11-3
Retail $24.95	Our Price $17.29 ea.

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

92 pages - Item#: 001-011	ISBN 0-7863-0220-8
Retail $10.95	Our Price $8.95 ea.

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

78 pages - Item#: 001-012
Retail $7.95	Our Price $5.95 ea.

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

100 pages Item#: 001-013	ISBN 0-7963-0255-0
Retail $10.95	Our Price $8.95 ea.

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

78 pages - Item#: 001-014	ISBN 1-884926-55-X
Retail $12.95	Our Price $10.95 ea.

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

92 pages - Item#: 001-015	ISBN 0-7863-0313-1
Retail $10.95	Our Price $8.95 ea.

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

224 pages - Item#: 001-016	ISBN 0-8144-7261-3
Retail $22.95	Our Price $19.95 ea.

The secrets and strategies trainers need for working with the most challenging learning situations are contained in this book.

Creative Learning: Activities and Games That REALLY Engage People by Robert W. Lucas

Item#: 001-017	ISBN: 0-7879-8740-9
Retail $45.00	Our Price $39.99 ea.

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

Engage Your Brain for Learning (Infoline)

16 Pages - Item #: GPSCS808-030	ISBN: 978-1-56286-527-6
Retail Price -	Our Price - $10.99 ea.

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.