Lorraine L. Ukens's Books

101 Ways to Improve Customer Service

Training, Tools, Tips, and Techniques

By: Lorraine L. Ukens

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101 Ways to Improve Customer Service

Training, Tools, Tips, and Techniques

By: Lorraine L. Ukens

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

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Page Count

397

Publisher

John Wiley & Sons

Published Date

ISBN 10

0787994820

ISBN 13

9780787994822

The New Encyclopedia of Group Activities, CD-ROM Included

By: Lorraine L. Ukens

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The New Encyclopedia of Group Activities, CD-ROM Included

By: Lorraine L. Ukens

Helping groups become their most effective and productive is amajor task for a group leader and facilitator. By immersing groupmembers in active learning experiences that focus on workingtogether to accomplish objectives, group members will learn to drawon their personal insights and integrate this knowledge intopractical applications. The New Encyclopedia of Group Activities–the sequelto the best-selling encyclopedia that was first published more thana decade ago–is an expansive collection of hands-onactivities and games that will help you explore the many elementsof group process skills. This thoroughly revised and updatedresource covers a multitude of content topics that you can use in avariety of group settings. The 150 new activities offer creativeexercises that will give you the tools you need to provideappropriate interventions for any group purpose. Whether searchingfor a serious foundational process activity or for a lighttransitional learning game, you will find something here to meetyour needs. Praise for The New Encyclopedia of GroupActivities "A vast collection of excellent team activities, spanning a widerange of topics! You will find great options . . . at yourfingertips." —Mel Silberman, author, Active Training and The Best ofActive Training "Both new and seasoned training professionals will find TheNew Encyclopedia of Group Activities to be a great addition totheir resource libraries. I find Ms. Ukens' activities to be easyto facilitate and applicable to many different courses andaudiences." —Madeline Collins, independent performance consultantspecializing in teamwork, communication, and customer servicetraining

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Page Count

506

Publisher

John Wiley & Sons

Published Date

ISBN 10

1118157559

ISBN 13

9781118157558

Stranded in the Himalayas, Activity

By: Lorraine L. Ukens

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Stranded in the Himalayas, Activity

By: Lorraine L. Ukens

Build teams that move mountains! Activity participants enjoy a simulated mountain adventure. In thisimaginary setting, they must arrive at consensus in order tosucceed, and they experience the magic of group power: synergy.Participants face fatigue, dehydration, an avalanche, and more.First, they make decisions on their own. Then, joining the group,they compare answers and attempt to agree on the best course ofaction. Participants will: * Listen closely to coworkers * Recognize the benefits of soliciting opinions * Understand the power of synergy . . . and much more! The leader and participants will have a perfect opportunity toexamine the impact of their interpersonal behaviors on one another,on the group's effectiveness, and on the outcome of theiradventure. Every step in preparation, facilitation, and follow-upis carefully detailed in the Leader's Manual. The Activity containsthe engaging simulation--every participant will need a copy. Leaders will watch teams develop and prosper when they are"stranded in the Himalayas.

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John Wiley & Sons

Published Date

ISBN 10

0787939706

ISBN 13

9780787939700

What Would You Do?, Leader's Guide

A Game of Ethical and Moral Dilemma

By: Lorraine L. Ukens

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What Would You Do?, Leader's Guide

A Game of Ethical and Moral Dilemma

By: Lorraine L. Ukens

The What Would You Do? game contains eight decision-making scenarios. For each scenario, players have to decide whether to take a collaborative or competitive road, scoring points for each of several rounds. Points are based on how an individual’s choice compares with those of the other players in the group. At the end of the game, players compare their decisions with the other players. The first scenario mirrors the original Prisoner’s Dilemma—two prisoners are captured and brought in for questioning. Each has to decide whether to collaborate (which results in a lighter sentence) or save their own skin (which results in no punishment for one prisoner, and a heavy sentence for the other). Each of the next seven scenarios introduces additional problems that turn up the heat and force the participants to make increasingly difficult ethical decisions.

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John Wiley & Sons

Published Date

ISBN 10

0787985376

ISBN 13

9780787985370

Stranded in the Himalayas, Leader's Manual

By: Lorraine L. Ukens

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Stranded in the Himalayas, Leader's Manual

By: Lorraine L. Ukens

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John Wiley & Sons

Published Date

ISBN 10

0787939692

ISBN 13

9780787939694

What Would You Do? A Game of Ethical and Moral Dilemma, Participant Workbook

By: Lorraine L. Ukens

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What Would You Do? A Game of Ethical and Moral Dilemma, Participant Workbook

By: Lorraine L. Ukens

What Would You Do? is an interactive game that offers you a hands-on group experience that explores some of the core concepts of teamwork and ethical decision making. The Participant Workbook contains the eight decision-making scenarios that make up the What Would You Do? game, and includes scoring and response charts, a score sheet, and discussion and learning application pages.

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John Wiley & Sons

Published Date

ISBN 10

0787985384

ISBN 13

9780787985387

What Would You Do?, Leader's Guide

A Game of Ethical and Moral Dilemma

By: Lorraine L. Ukens

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What Would You Do?, Leader's Guide

A Game of Ethical and Moral Dilemma

By: Lorraine L. Ukens

What Would You Do? What Would You Do? is an interactive game that offers you a hands-on group experience that explores some of the core concepts of teamwork and ethical decision making. The Participant Workbook contains the eight decision-making scenarios that make up the What Would You Do? game, and includes scoring and response charts, a score sheet, and discussion and learning application pages.

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Pfeiffer

Published Date

ISBN 10

0470287020

ISBN 13

9780470287026

Quick Draw

A Download from All Together Now!

By: Lorraine L. Ukens

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Quick Draw

A Download from All Together Now!

By: Lorraine L. Ukens

Communication through representation and interpretation is vital in the workplace. With this activity, participants in different groups learn how to express and communicate different emotions and concepts in a positive way. This activity specifically targets communication, creativity, diversity, perception, and team dynamics. Objective: To draw pictures and symbols that communicate perceptual concepts Group Size: 8 to 20 participants, who will work in two equal-sized teams Time Required: 30 to 45 minutes Important Information to Review Before Making This Download Purchase Before purchasing a Pfeiffer Download, you will need Adobe® Acrobat® Reader® Software. If you do not already have it installed on your computer, you may download this free software from the Adobe Web site at Adobe.com. All Pfeiffer Downloads that you purchase from this site will come with specific restrictions that allow Pfeiffer to protect the copyrights of its products. Just before completing your purchase, you will be prompted to accept our License Agreement. If you do not accept the parameters of this agreement, your credit card will not be charged and your order will be cancelled.

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Pfeiffer

Published Date

ISBN 10

078797031X

ISBN 13

9780787970314

Time for Teamwork

A Download from All Together Now!

By: Lorraine L. Ukens

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Time for Teamwork

A Download from All Together Now!

By: Lorraine L. Ukens

In this activity team members learn about change, communication, perception, problem solving, and team dynamics. Participants will finish with a strong sense of teamwork and achievement. Objective: To develop improved teamwork strategies through the use of free association Group Size: 5 to 30, in teams of approximately 5 members each Time Required: 45 to 60 minutes Important Information to Review Before Making This Download Purchase Before purchasing a Pfeiffer Download, you will need Adobe® Acrobat® Reader® Software. If you do not already have it installed on your computer, you may download this free software from the Adobe Web site at Adobe.com. All Pfeiffer Downloads that you purchase from this site will come with specific restrictions that allow Pfeiffer to protect the copyrights of its products. Just before completing your purchase, you will be prompted to accept our License Agreement. If you do not accept the parameters of this agreement, your credit card will not be charged and your order will be cancelled.

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Pfeiffer

Published Date

ISBN 10

0787970328

ISBN 13

9780787970321

Book's by Lorraine L. Ukens

101 Ways to Improve Customer Service

101 Ways to Improve Customer Service

The New Encyclopedia of Group Activities, CD-ROM Included

The New Encyclopedia of Group Activities, CD-ROM Included

Stranded in the Himalayas, Activity

Stranded in the Himalayas, Activity

What Would You Do?, Leader's Guide

What Would You Do?, Leader's Guide

Stranded in the Himalayas, Leader's Manual

Stranded in the Himalayas, Leader's Manual

What Would You Do? A Game of Ethical and Moral Dilemma, Participant Workbook

What Would You Do? A Game of Ethical and Moral Dilemma, Participant Workbook

What Would You Do?, Leader's Guide

What Would You Do?, Leader's Guide

Quick Draw

Quick Draw

Time for Teamwork

Time for Teamwork

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