Ultimate Basic Business Skills: Training an Effective Workforce | by Christee Gabour Atwood | 2009 | ISBN: 9781562865894. Business Writing Skills. Business Social Skills. Business Communication Skills. Customer Service Skills. Interpersonal Skills. Decision Making and Problem Solving.
Ultimate Basic Business Skills: Training an Effective Workforce
by Christee Gabour Atwood
2009 (304 pages)
ISBN:9781562865894
Covering more than 20 individual topic areas, from customer service and decision-making to business writing and communication skills, this book will get frontline workers up to speed on critical business skills.
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Ultimate Basic Business Skills—Training an Effective Workforce
Preface
Section One – Getting Started
Chapter 1 – How to Use This Book
What’s in This Chapter?
Why Business Skills Training?
How to Use This Workbook
What’s on the CD?
Chapter 2 – Facilitating Business Skills Training
What’s in This Chapter?
Establishing a Learning Environment
Workshop Preparations
Principles of Effective Facilitation
Section Two – Customer Service
Chapter 3 – Customer Service Skills Overview
What’s in This Section?
What’s in Each Module?
What Are the Ultimate Outcomes?
Chapter 4 – Basics of Customer Service
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 5 – Telephone Skills Training
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 6 – Dealing With Diffcult Customers
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 7 – Internal Customer Service
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Section Three – Interpersonal Skills
Chapter 8 – Interpersonal Skills Overview
What’s in This Section?
What’s in Each Module?
What Are the Ultimate Outcomes?
Chapter 9 – Communication Skills
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 10 – Presentation Skills
What’s in This Chapter?
Training Objectives
Materials
PowerPoint Slides
Chapter 11 – Basic Networking
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 12 – Conflict Management
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Section Four – Basic Business Skills
Chapter 13 – Business Skills Overview
What’s in This Section?
What’s in Each Module?
What Are the Ultimate Outcomes?
Chapter 14 – Priority Management
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 15 – Decision Making and Problem Solving
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slide
Chapter 16 – Business Writing and Email
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 17 – Basic Business Knowledge
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Section Five – Professionalism
Chapter 18 – Professionalism Overview
What’s in This Section?
What’s in Each Module?
What Are the Ultimate Outcomes?
Chapter 19 – Professional Image
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 20 – Social Skills and Basic Etiquette
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 21 – Working in Teams
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 22 – Work-Life Balance
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Chapter 23 – Professional Development
What’s in This Chapter?
Training Objectives
Materials
Sample Agenda
PowerPoint Slides
Appendix A – Using the Accompanying Compact Disc
Using the Compact Disc—General
PowerPoint Presentations
For Further Reading
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PHR/SPHR: Professional in Human Resources Certification Study Guide, Third Edition | by Anne M. Bogardus | 2009 | ISBN: 9780470430965. HR EBooks from Cheap Discount Bookshop.
PHR/SPHR: Professional in Human Resources Certification Study Guide, Third Edition
by Anne M. Bogardus
2009 (672 pages)
ISBN:9780470430965
With review questions to test your exam preparation, and numerous real-world examples, this guide offers full coverage of all test specifications in a systematic approach, so you can be confident you’re getting the instruction you need for the exams.
Get this PDF EBook by clicking below: |
PHR/SPHR—Professional in Human Resources Certification Study Guide, Third Edition
Introduction
Overview
About Human Resource Certification
Who Certifies HR Professionals?
The Human Resource Certification Institute
The Society for Human Resource Management
Professional Examination Service
Why Become Certified?
How to Become Certified
How This Book Is Organized
The Elements of a Study Guide
What’s on the CD?
The Sybex Test Preparation Software
Electronic Flashcards for PC and Palm Devices
PHR/SPHR Study Guide in PDF
How to Use This Book and CD
HRCI Test Specifications
Assessment Test
Chapter 1 – Certifying Human Resource Professionals
The Human Resource Profession
Development of the Human Resource Body of Knowledge
The Test
Summary
Chapter 2 – Core Knowledge Requirements for HR Professionals
Overview
Needs Assessment and Analysis
Third-Party Contract Management
Communication Skills and Strategies
Documentation Requirements
Adult Learning Processes
Motivation Concepts
Training Techniques
Leadership Concepts
Project Management Concepts
Diversity Concepts
Human Relations Concepts
HR Ethics and Professional Standards
Human Resource Technology
Qualitative and Quantitative Analysis
Change Management
Job Analysis and Description
Employee Records Management
Interrelationships Among HR Activities
Organizational Structures
Environmental Scanning Concepts
Employee Attitude Assessment
Basic Budgeting and Accounting
Risk Management
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 3 – Strategic Management
Overview
Organizations
Strategy
SPHR Only Strategic Management
Legislative and Regulatory Processes
Corporate Governance
HR Metrics: Measuring Results
Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 4 – Workforce Planning and Employment
Overview
Federal Employment Legislation
Strategic Workforce Planning
Staffing Programs
Organization Exit Processes
Metrics: Measuring Results
SPHR Only Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 5 – Human Resource Development
Overview
Federal Employment Legislation
Organization Development
SPHR Only Talent Management
Employee Training Programs
Performance Management Programs
Performance Appraisal
SPHR Only Unique Employee Needs
SPHR Only Metrics: Measuring Results
Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 6 – Total Rewards
Overview
Total Rewards Defined
Compensation
Benefits
Payroll
Communicating TR Programs
SPHR Only Executive Compensation
Metrics: Measuring Results
SPHR Only Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 7 – Employee and Labor Relations
Overview
Federal Employment Legislation
Employee Relations
Dispute Resolution
Labor Relations
Union Organization
Union Avoidance Strategies
Metrics: Measuring Results
Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Chapter 8 – Risk Management
Overview
Risk Identification
Risk Assessment
Risk Management
Metrics: Measuring Results
Global Considerations
Summary
Exam Essentials
Key Terms
Review Questions
Appendix A – About the Companion CD
In This Appendix:
What You’ll Find on the CD
System Requirements
Using the CD
Troubleshooting
Appendix B – Case Study
The Scenario
Case Study Questions
Appendix C – Federal Employment Legislation and Case Law
Legislation and Case Law Summary
Additional Cases
Appendix D – Resources
Overview
Strategic Management
Workforce Planning and Employment
Human Resource Development
Total Rewards
Employee and Labor Relations
Risk Management
Glossary
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