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Lunch and Learn: Creative and Easy-to-Use Activities for Teams and Work Groups
作者 Carolyn Nilson
出版社 John Wiley
ISBN 9780787975432
分類 Business & Finance > Management & Leadership
價格 HK$399.00
 
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Lunch and Learn is filled with ready-to-use activities designed for full-time trainers, managers, team leaders, supervisors, and anyone else who acts as a trainer within their organization. The activities are on-the-job learning sessions that explore targeted topics relevant to almost any team or group. Each of the 25 sessions is a short 55-minute learning experience that is based on the best principles of discussion and reflection, creative thinking, problem solving, and action planning. All the book’s activities are organized in a step-by-step fashion and include everything a session leader needs to conduct a successful learning event, from discussion starters and activity handouts through suggestions for wrapping up the session.


Introduction: Getting the Most from This Resource.

COMMUNICATION.

1. e-Communication.

2. Feedback.

3. Information.

4. Listening.

CUSTOMER SERVICE.

5. Customer Differentiation.

6. Customer Expectations.

7. Customer Satisfaction.

8. Customer Service Training.

9. Customer Training.

PERFORMANCE.

10. Change.

11. Ethics.

12. Goals.

13. Priorities.

14. Recognition and Rewards.

PROBLEM SOLVING.

15. Conflict Management.

16. Creativity.

17. Self-Directed Learning.

18. Time Management.

19. Valuing Differences.

TEAMS.

20. Alignment.

21. Building a Team.

22. Needs of Team Members.

23. Strategies of Teamwork.

24. Team Resources.

25. Team Vision.

About the Author.


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