Lunch and Learn
Creative and Easy-to-Use Activities for Teams and Work Groups
Published on 11. November 2005
Book
Paperback/Softback
240 pages
978-0-7879-7543-2 (ISBN)
Description
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.
More details
Language
English
Place of publication
United States
Publishing group
John Wiley & Sons Inc
Target group
Professional and scholarly
Dimensions
Height: 279 mm
Width: 217 mm
Thickness: 19 mm
Weight
780 gr
ISBN-13
978-0-7879-7543-2 (9780787975432)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
Carolyn Nilson is a recognized expert in the field of training. Her professional background includes roles in executive, management, consulting, and organizational development. A prolific writer, Nilson is the author of more than 30 books on the topic of training.
Content
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.
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.