Ultimate Basics Business Skills offers learning professionals everything needed to quickly deploy this valuable training.

Table of Contents

• Preface
• Section One Getting Started
• Chapter 1 How to Use This Book
• Chapter 2 Facilitating Business Skills Training
• Section Two Customer Service
• Chapter 3 Customer Service Skills Overview
• Chapter 4 Basics of Customer Service
• Chapter 5 Telephone Skills Training
• Chapter 6 Dealing With Difficult Customers
• Chapter 7 Internal Customer Service
• Section Three Interpersonal Skills
• Chapter 8 Interpersonal Skills Overview
• Chapter 9 Communication Skills
• Chapter 10 Presentation Skills
• Chapter 11 Basic Networking
• Chapter 12 Conflict Management
• Section Four Basic Business Skills
• Chapter 13 Business Skills Overview
• Chapter 14 Priority Management
• Chapter 15 Decision Making and Problem Solving
• Chapter 16 Business Writing and Email
• Chapter 17 Basic Business Knowledge
• Section Five Professionalism
• Chapter 18 Professionalism Overview
• Chapter 19 Professional Image
• Chapter 20 Social Skills and Basic Etiquette
• Chapter 21 Working in Teams
• Chapter 22 Work-Life Balance
• Chapter 23 Professional Development
• For Further Reading
• About the Author