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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
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.
Making Meetings Work: Getting the Most Out of Meetings Making
Meetings Work combines self-study with realistic workplace
activities to provide you with the key skills and techniques to
make meetings work. Your meetings will become more focused,
efficient, targeted and more likely to have a productive impact on
the company's bottom-line. You will learn how to more effectively
prepare, manage, facilitate and actively participate in meetings.
It is estimated that the average professional spends 61.5 hours per
month in meetings, or two weeks every year. It is also estimated
that at least 50% of this time is wasted in unproductive meeting
activity. Making Meetings Work will provide you with the tools to
help you save time and money. Making Meetings Work includes the
Meeting Administration Checklist, Meeting Agenda and Meeting
Minutes provided as free downloadable tools.
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