Franklin

20 Reproducible Assessment Instruments : For the New Work Culture.

Author/Creator:
Harris, Phillip R.
Publication:
Amherst : HRD Press, 1995.
Format/Description:
Book
1 online resource (186 pages)
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Subjects:
Organizational effectiveness -- Measurement.
Personnel management.
Teams in the workplace.
Management.
Form/Genre:
Electronic books.
Summary:
Areas covered include: the customer's first impression; customer paradigms; listening to the customer; finding out who the customer really is; how rumors get started and spread; the importance of telephone greeting messages; dealing with telephone tag; telephone communications; understanding what the customer really wants; characteristics of successful customer service; customer service diseases; developing your personal improvement plan; personalities of potential buyers; types of customers; customer complaints; tips for selling your product or service; positive and negative words; winning and losing the customer; logic vs emotion in selling. Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There's no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve-excellent service. Every topic critical to customer service is addressed in five convenient parts: Communication; Phone Power; Customer Service Skills; Customer Service Strategies; Achieving Results. The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15-30 minutes.
Contents:
Intro
Table of Contents
Prologue
Introduction
Part 1 Personal Assessment
1 Human Resources Inventory
2 Leadership Motivation Inventory
3 Values Imprint Survey
4 Quality of Life Index
5 Relocation Preparation Index
6 Change Inventory for Leaders
7 Force Field Analysis Inventory
Part 2 Team Assessment
8 Group Maturity Analysis
9 Individual Behavior Analysis
10 Team Performance Survey
11 Team Synergy Analysis Inventory
Part 3 New Management Concepts for Supervisors
12 High Performance Management Inventory (HPMI)
13 Management Communications Inventory
14 Managing People Skills Inventory
15 Intercultural Relations Inventory (IRI)
16 Inventory of Transformational Management Skills
Part 4 Organizational Assessment
17 Organizational Culture Survey
18 Organization Communication Analysis
19 Organizational Roles and Relationships Inventory
20 Organizational Meeting Management Planning Inventory
Epilogue.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Harris, Phillip R. 20 Reproducible Assessment Instruments
ISBN:
9781599965017
9780874259896
OCLC:
437198320