Customers are interested in products and services that fulfill their needs and wants. If a customer doesn't have a perceived need or want then it is unlikely that they will buy. As an experienced salesperson, you must create need and motivate your customers to want to own or use the products and services that you sell. This Learning Short-take combines self-study with workplace activities to help you understand the elements of customer motivation. You will develop tips, tricks and techniques to encourage your customers to start or continue to do business with you, and get the products and services that they need. This Learning Short-take is designed for completion in approximately 90 minutes.

Recruiting for Results: Secrets of Selecting the Right Person for the Job Recruiting for Results combines self-study with realistic workplace activities to provide managers with the key skills and techniques to recruit and select the right employees for an organization. You will learn to deliver cost savings to the business by employing the right people, reducing employee turnover and re-recruitment costs, and achieving organizational results. The recruitment of good employees is critical to long term business survival and should be treated as a competitive and strategic activity. Recruiting for Results will provide you with the skills to find the best people to fit the culture of your organization and contribute to its goals from writing the position description to powerful interviewing techniques. Recruiting for Results includes the Candidate Assessment Summary, Candidate Profile, Interview Report Form, and the Position Description, provided as free downloadable tools.

Understanding Relationship Selling: How to Build Customer's Rapport, Respect and Trust Understanding Relationship Selling combines self-study with realistic workplace activities to develop skills in understanding the value of building relationships with your customers to facilitate repeat business and achieve referrals. It compares traditional selling techniques with more modern sales processes based on the development of trust, rapport and empathy. This Learning Short-take will guide you in evaluating your own approach to selling, and help you develop new and innovative strategies to foster key relationships, understand customer needs, and provide appropriate sales solutions. Relationship selling is based on the premise that the best source of new business is through existing customers and referrals from existing customers. This approach requires a long-term commitment to providing ongoing customer satisfaction, rather than just a short-term focus on making sales. While relationship selling may take longer to cultivate, the organization will be rewarded with high levels of repeat business, new business and referrals from satisfied customers. Understanding Relationship Selling includes the 'Relationship Selling' Job Aid, provided as a free downloadable tool.

Negotiation involves two parties who each have something that the other wants, trying to reach a mutual agreement to exchange, through a process of dialogue and bargaining. To negotiate successfully you need a game plan - your ultimate aim and a strategy for achieving it. The key to effective negotiating is having a negotiation strategy, understanding the difference between 'positions' and 'interests', knowing how to make concessions, managing negotiation deadlocks, and having respect for the negotiation relationship. It would be expected that participants would have completed Level 100 - Negotiating for Success as a pre-requisite. This Learning Short-take combines self-study with workplace activities to develop skills successful negotiating. Participants will add to their toolkit of basic negotiation techniques by further exploring the BATNA (Best Alternative to a Negotiated Agreement) concept for improved negotiation outcomes plus other advanced negotiating skills. Participants will learn how to prepare for their next negotiation, to protect themselves from accepting terms which are unfavorable, avoid rejecting terms that they would be wise to accept, and be flexible enough to permit exploration of creative alternatives. This Learning Short-take is designed for completion in approximately 90 minutes.

Listen and Be Listened To combines self-study with realistic workplace activities to provide you with the key skills and techniques of effective and enhanced listening. You will learn to build more effective work relationships with your co-workers and leaders by tuning into key communication messages and responding appropriately. You will learn tips, tricks and techniques to boost active listening capability and discover that effective listening helps command respect from both the speakers and listeners point of view. Our unique view of the world and personal style - based on our values, beliefs, attitudes and behaviors - affects how we act, perceive information, and communicate with others. It also influences the way we listen and how others listen to us. When we expect to hear certain things, we may pay attention to only what interests us. Our perception about a person, situation or subject influences our reception of information and how much attention we choose to pay. Listen and Be Listened To breaks down the art and skill of active listening which is critical to building and maintaining effective working relationships. Listen and Be Listened To includes an impactful 'Listening Tips' Wall Chart, provided as a free download.

Wherever parties with different interests and perceptions depend on each other for results, negotiation matters. Most executives know the basics of negotiation, however high stakes and the pressure of negotiating can result in poor outcomes and costly mistakes. Even experienced negotiators have been known to leave money on the table, remain deadlocked and damage relationships. The very best negotiators are changing the rules of the negotiation game. To advance their full set of interests, they understand and shape the others side's choice, such that the other chooses what they want. This is the true art of master negotiating and is a critical skill particularly when the stakes are high. This Learning Short-take combines self-study with workplace activities to develop skills in high level negotiating. Participants will add master negotiating techniques to their 'grab bag' of traditional negotiation tools for improved negotiation outcomes. Participants will evaluate their current approach to negotiation, and develop new and innovative strategies to get everything they want while maintaining long term and effective business relationships. This Learning Short-take is designed for completion in approximately 90 minutes.

Adult Learning Principles 1: Understanding the Ways Adults Learn Adult Learning Principles 1 combines self-study with realistic workplace activities for trainers, educators, facilitators and managers to develop skills and knowledge in the principles of adult learning. It will add adult learning techniques to your 'grab bag' of learning design tools for improved learning outcomes. After evaluation of your current approach to learning design, you will learn to develop new and innovative strategies to engage learners at every level. Significantly increasing participant retention and training results Adult Learning Principles 1 will fuel your confidence in designing successful training workshops and e-Learning every time. The principles of adult learning work on the basis that we all learn differently, and the way we like to receive and interpret information varies from person to person. Trainers and facilitators who use a combination of adult learning principles to provide balance in their programs increase the chances of keeping all participants focused and engaged throughout the learning process. Adult Learning Principles 1 will assist you in building a good mix of adult learning styles which is critical in ensuring learning, thorough participant retention and workplace application. Adult Learning Principles 1 includes the Adult Learning Principles Quick Reference Wall Chart, provided as a free downloadable tool.

Customer Service Excellence is a mini-training program in a book designed for customer service professionals, customer service representatives, sales people and business professionals. Customer Service Excellence combines self-study with realistic workplace activities to build advanced knowledge of customer service principles. In a selling situation this Learning Short-take(r) helps to uncover customer needs and sell the value of the produce on benefits rather than just price. In a customer service environment this Learning Short-take(r) helps to listen to the voice of the customer, responding to their stated needs and uncovering their unstated needs. The book includes free downloadable job aids and tools.

Effective Time Management: Clear the Clutter and Focus on What's Important Effective Time Management combines self-study with realistic workplace activities to provide the key skills and techniques that allow you to manage your time more effectively. You will learn to do the things you 'have to do' more efficiently, and generate more time for the things you 'want to do'. You will learn tips, tricks and techniques to ensure a positive return on your investment in time, increasing success in both your work and personal life. Time is our most unique and valuable resource. We all have 24 hours in a day, 168 hours in a week, and we spend it at the same rate. Time management is about more than time - it is really about managing our lives. Effective Time Management will assist you to balance priorities, achieve more, be more efficient and learn to maximize minutes Effective Time Management includes the Daily To Do List and the Weekly Planner, provided to you as free downloadable tools.

Influencing For Opportunity: Identify and Maximize Ways to Influence Influencing for Opportunity combines self-study with realistic workplace activities to provide you with the key skills and techniques to influence those around you. You will learn the theory of influence, influence principles and strategies, as well as how to plan and prepare for important opportunities to influence. As a result, you should achieve greater results in your organization, work more productively and effectively in a team environment, and develop stronger working relationships with co-workers, suppliers and customers. The ability to influence others is critical in today's competitive business environment. Being highly skilled in influence enables you to build the relationships you need to get results inside or outside the organization. Employees and managers alike cannot assume they have power over others - they must earn it through influence. Being an influential person is a skill that can be learned and practiced. Influencing for Opportunity will help you succeed in the modern corporate environment by increasing your ability to influence others. Influencing for Opportunity includes a Job Aid and learning support tool, '6 Rules of Influence', provided to you as a free download.

Creative Business Thinking: Developing the Skills for Thinking Outside the Box Creative Business Thinking includes a library of brilliant creativity tools, fun activities, and challenging business scenarios. These will help to stretch your thinking by deliberately challenging existing perspectives and considering alternative ways of working. Creative Business Thinking is packed with techniques for creative thinking and fun "mind quiz" activities. Creative Business Thinking constructively challenges the status quo to enable new ideas to surface and solve problems in ways that may not initially come to mind. Within each of us there exists an infinite capacity for creating ideas and nurturing them through to innovation. Creative Business Thinking emphasizes pragmatic tools and techniques to successfully unlock creative potential. Creative Business Thinking includes the Creative Business Thinking Techniques Wall Chart, provided to you as a free download.

Adult Learning Principles 3: Advanced Adult Learning Principles Adult Learning Principles 3 combines self-study with realistic workplace activities to build advanced knowledge of adult learning principles. Building on Adult Learning Principles 1 and 2, it explores three sophisticated principles of adult learning: Multiple Intelligences, Whole Brain Learning and Metacognitive Reflection. Adult Learning Principles 3 is designed for educators, trainers and facilitators who work in instructor-led training, e-Learning, distance learning, self-study and other types of learning interventions. The reliance on just a few training approaches may be a combination of trainer "comfort" and organizational expectations. Often, corporate training represents a school-like environment: lectures followed with an activity. With increasing pressure on training departments to reduce training session duration and convert instructor led training to e-learning, trainers must adopt new ways of delivering learning. This Learning Short-take will provide a plethora of new ideas and refuel the way you design learning. Adult Learning Principles 3 includes the Multiple Intelligence Quick Reference Card, provided as a free downloadable tool.

Debrief and Feedback Strategies: A Trainer's Toolkit for Maximizing Learning Activities Debrief and Feedback Strategies combines self-study with real workplace activities to develop skills in delivering training feedback and debriefing learning activities. Debrief and Feedback Strategies will guide you in evaluating your current approaches to delivering feedback and activity debriefs, and in developing new and innovative approaches to maximize learning for instructor-led and e-Learning training. Participants in training value constructive feedback over tangible rewards. The effective use of providing feedback and debriefing activities is vital for transfer of learning, participant motivation and workplace application. Learning and application opportunities can be wasted when participants fail to receive relevant information about their performance. By providing you with a better understanding of useful debriefing and feedback delivery, Debrief and Feedback Strategies will help you capitalize on your training sessions. Debrief and Feedback Strategies includes the Higher-Order Question Job Aid, provided as a free downloadable tool.

Negotiating for Success: The Process and Tools for Win/Win Negotiating for Success combines self-study with realistic workplace activities to develop skills in successful negotiating. This Learning Short-take is particularly relevant to those who are new to negotiating or who would benefit from strengthening negotiation skills. You will learn how to effectively prepare for a negotiation using your own real life business opportunity and how to incorporate key steps and elements into the negotiation process. You will identify how to achieve a win/win outcome in a negotiation and will be able to differentiate positional bargaining from principled negotiation. Negotiation is an ever-present feature of both our personal and professional lives, and in the business world effective negotiators are in high demand. Bringing a complex negotiation to a successful conclusion can be one of the most individually exhilarating and valuable aspects of business today. Negotiating for Success includes the Negotiation Planner, provided as a free downloadable tool.

Internal Performance Consulting: Develop a Proactive Approach Towards Learning Needs Analysis Internal Performance Consulting will provide you with key strategies to assist trainers, educators and facilitators to make a successful shift to the Internal Performance Consulting (IPC) role and identify where you fit in this role. The training function has evolved in recent years from a focus on training employees to improve individual performance, to a more comprehensive focus that aims to improve individual, team, and total organizational performance. Trainers and facilitators are often asked to add internal performance consultation to their existing roles increasing the need for effective and efficient activity planning. Internal Performance Consulting is a must for new or existing trainers, facilitators and educators who want to shift from a 'reactive training order taker' to a 'proactive learning business partner' and assist the organization in achieving its objectives. This Learning Short-take addresses business challenges and traps and how to efficiently add IPC tasks into your role. Internal Performance Consulting includes the Training vs. IPC Cycle Card, provided as a free downloadable tool.

"Training Activities That Work" provides a library of training activity ideas, ready for you to use or adapt to meet your training requirements. Catherine Mattiske and her team of co-authors have used their combined training experience of more than 100 years to take away your pain and help you to achieve SUCCESS. The book is powered by ID9(r) - a breakthrough rapid instructional design method invented by Catherine Mattiske in 1998. It details a variety of ideas for pre-course, during course, and post-course learning and review activities for both participants and their Managers. For each activity, there are comprehensive preparation and delivery instructions, in an easy-to-use and quick-to-reference format. Every chapter is filled to the brim with tried and tested training activities that really do work These high impact training activities instantly measure learning, accelerate the pace of learning and save you time. They are fully balanced to illuminate the minds of learners of all styles. This book is a trainer's toolkit essential Use it as a reference tool, focus on specific chapters of interest, or read it from start to finish - the choice is your

Anti-discrimination legislation prohibits sexual and racial harassment, and victimization of those who complain. EEO and harassment policies hold all employees and contractors personally responsible for striving for a workplace free from discrimination and harassment. Codes of Conduct establish expectations for personal and professional behavior both on the job and in the social context of work. In order to avoid liability for the actions of employees, employers must take an active role in informing staff so they clearly understand what behavior constitutes unlawful harassment and what the likely consequences will be if the policy or the law is breached. This Learning Short-take will assist you to understand and manage workplace diversity and apply effective behaviors and processes that aims for fairness and respect for all. The Learning Short-take is designed for completion in approximately 90 minutes. Bonus downloadable tools associated with this product: Job Aid

Fast-track Instructional Design: Excellence in Course Development Using ID9 Fast-track Instructional Design combines self-study with real workplace activities to provide you with loads of tips, tricks and techniques for writing and creating sensational training courses. You will learn Mattiske's ID9 process that reduces instructional design time, balances the needs of all learners, and ensures maximum participant retention and application. ID9 will fuel you with new ideas and recharge your enthusiasm for course design. A sound instructional design process is critical to training success and learning retention. The instructional design process dictates the flow of the training program and, if structured effectively, ensures both trainer and participants achieve program and learning objectives. Fast-track Instructional Design introduces ID9, the 9-step instructional design model, which facilitates program success from a 'great Open' to a 'sensational Close'. Fast-track Instructional Design includes the ID9 Wallchart, provided as a free downloadable tool.

High Performance Learning is written for managers and training professionals. For managers, High Performance Learning will assist you in ensuring that your team gets the most out of internal and external training courses and e-learning programs to help meet your personal, team and organizational goals. It provides managers with an understanding of their role in the training process and how they can ensure that team members apply what they have learned after training. For learning and development professionals, High Performance Learning explores strategies to engage managers and key stakeholders with participants throughout the entire learning process - all with minimal effort for you and the manager High Performance Learning includes the Pre-Learning Short-take Manager Conversation Tool and the Post-Learning Short-take Manager Conversation Tool, provided as free downloads.

Managing Organizational Change: Tools to Help Your Team Through Change Managing Organizational Change will provide mangers and leaders with the tools and techniques to lead in a changing environment. This Learning Short-take includes a series of realistic workplace activities to assist in identifying the reactions to change within your team, and guides you through the steps to influence team members, to gain agreement and implement change. Managing the challenge of change is a powerful responsibility. Making the investment of time, energy and money to implement the change successfully will benefit everyone - the employee, management, and the organization. Advocates of change will enhance the implementation and installation of change. Employees will return your investment in them with increased productivity, higher motivation, and personal growth. Managing Organizational Change includes the Strategic Change Implementation Worksheet, provided as a free downloadable tool.

Sales Force Leadership: Managing Sales Teams to High Performance Sales Force Leadership combines self-study with realistic workplace activities to help you develop skills in key facets of sales management. It will guide you in evaluating your current sales management approaches and help you develop new and innovative approaches for application in the workplace. Sales managers are usually highly competent sales people who are often promoted on their technical skills and selling capability. Apart from product, service and sales knowledge, today's sales manager needs skills in leadership, coaching, counseling, planning, finance, business strategy and innovative ways of dealing with people management issues. By providing you with new, fresh methods in various facets of sales management, Sales Force Leadership will ultimately help you improve the success of your team and reduce the stress of a managing a sales team. Sales Force Leadership includes the Sales Meeting Planner, Sales Meeting Plan Summary, and the Sales Planning Worksheet, provided as free downloadable tools.

Strategic Training Management combines self-study with workplace activities to develop skills in effectively leading the training team to deliver organizational goals. It will guide you in evaluating your current approach to management of the training function and in developing new and innovative approaches for application in the workplace. Learning and development managers are often highly competent trainers who have been promoted on their technical capability and have a history of success in designing and delivering learning outcomes. Apart from their knowledge of instructional design, training delivery, training administration, and training logistics, today's training manager must have skills in leadership, coaching, counseling, and resource planning. Furthermore, he or she must have a fundamental understanding of the broader business strategy and the impact and contribution of the Learning and Development function on organizational objectives. By providing you with new, fresh methods in the various facets of learning and development management, Strategic Training Management should help you improve the success of your team. Strategic Training Management includes the Training Partnering Opportunities and Communication Plan, provided as a free downloadable tool.