Robert W. LUCAS's Books

Film Quotations

11,000 Lines Spoken on Screen, Arranged by Subject, and Indexed

By: Robert A. Nowlan,Gwendolyn W. Nowlan

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Film Quotations

11,000 Lines Spoken on Screen, Arranged by Subject, and Indexed

By: Robert A. Nowlan,Gwendolyn W. Nowlan

Certain lines define a movie. Marlene Dietrich in Morocco: “Anyone who has faith in me is a sucker.” Too, there are lines that fit actor and character. Mae West in I’m No Angel: “I’m very quick in a slow way.” Jane Fonda in California Suite: “Fit? You think I look fit? What an awful shit you are. I look gorgeous.” From the classics to the grade–B slasher movies, over 11,000 quotes are arranged by over 900 subjects, like accidents, double entendres, eyes (and other body parts!), ice cream, luggage, parasites, and ugliness. Each quote gives the movie title, production company, year of release, speaker of the line, and, when appropriate, a comment putting the quote in context.

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Page Count

776

Publisher

McFarland

Published Date

ISBN 10

147662058X

ISBN 13

9781476620589

How To Be a Great Call Center Representative

EBook Edition

By: Robert W. LUCAS

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How To Be a Great Call Center Representative

EBook Edition

By: Robert W. LUCAS

Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: • Identify the roles and responsibilities of a call center staff • Prepare yourself to deliver quality service • Learn to communicate successfully • Identify current legislation, terminology, and technology affecting call center staff • Develop skills for building trust • Enhance telephone verbal skills and vocal quality • Build problem solving and decision-making skills • Learn to handle difficult customer situations • Improve your time-management and multitasking skills • Identify ways to control your stress level • Learn to recover from mistakes—yours and your customer’s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.

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Page Count

199

Publisher

AMACOM Div American Mgmt Assn

Published Date

ISBN 10

0761215107

ISBN 13

9780761215103

Creative Learning

Activities and Games That Really Engage People

By: Robert W. Lucas

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Creative Learning

Activities and Games That Really Engage People

By: Robert W. Lucas

Creative Learning is written by master trainer Bob Lucas, and offers a treasure trove of innovative and highly effective activities to simulate learning. The activities are tailor-made for trainers, presenters, and educators, and can be put to use in virtually any type of learning environment. Each activity offers a different approach to learning, but all are designed using a brain-based-learning approach that is proven to mentally or physically engage learners and enhance their learning experience.

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Page Count

253

Publisher

John Wiley & Sons

Published Date

ISBN 10

0787996726

ISBN 13

9780787996727

Training Workshop Essentials

Designing, Developing, and Delivering Learning Events that Get Results

By: Robert W. Lucas

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Training Workshop Essentials

Designing, Developing, and Delivering Learning Events that Get Results

By: Robert W. Lucas

Winner: Gold Axiom Business Book Award in Human Resources, 2010 This unique training resource offers trainers, educators, and facilitators a hands-on guide for designing and implementing training workshops and sessions that incorporate concepts learned from research on how the human brain best obtains, retains, and recalls information. By using this proven approach, trainers can create memorable workshops that are dynamic, fun, and effective events. The author shows how to design, develop, and deliver training from a whole-brain perspective that addresses the three different learning modalities (auditory, visual, and kinesthetic). Trainers can tap into accelerated learning strategies, address needs of different generational and diverse learners, and employ learner-tested techniques by applying key concepts from this book. This important book covers all the basics including selecting a topic specifically to address audience needs. It provides a step-by-step process for creating an outline, designing, developing, and using brain-friendly support materials, choosing the appropriate location (with the right equipment and furnishings), choosing the best time and date, and offers tips for presenting the content to learners in a creative and professional manner. Training Workshop Essentials offers brain-based strategies and techniques that go beyond typical training methods. These approaches will reach out and pull learners into the session's content and allow them to truly experience and retain the information long after the training ends.

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Page Count

459

Publisher

John Wiley & Sons

Published Date

ISBN 10

0470474750

ISBN 13

9780470474754

The Creative Training Idea Book

Inspired Tips and Techniques for Engaging and Effective Learning

By: Robert W. LUCAS

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The Creative Training Idea Book

Inspired Tips and Techniques for Engaging and Effective Learning

By: Robert W. LUCAS

Trainers have to be creative if they want their participants to feel excited, challenged, and involved. The Creative Training Idea Book is packed with instructions for using activities, games, puzzles, toys, and props to increase energy and active participation in the classroom, and reveals how to think creatively about training in any situation. Based on the author’s nearly three decades of training experience, this invaluable resource gives trainers the tools to adopt a fun, energetic approach that will make for a stimulating learning environment. Readers will learn new methods for: * setting the right tone * uncovering participant needs * grouping participants and selecting leaders * avoiding and reclaiming turned-off learners * encouraging and rewarding participation * and much more! Filled with checklists, forms, resources, and dozens of ""Bright Idea"" blurbs, The Creative Training Idea Book will help trainers and their learners achieve maximum learning results.

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Page Count

481

Publisher

AMACOM

Published Date

ISBN 10

0814426999

ISBN 13

9780814426999

People Strategies for Trainers

176 Tips and Techniques for Dealing with Difficult Classroom Situations

By: Robert W. Lucas

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People Strategies for Trainers

176 Tips and Techniques for Dealing with Difficult Classroom Situations

By: Robert W. Lucas

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Page Count

230

Publisher

Amacom Books

Published Date

ISBN 10

0814472613

ISBN 13

9780814472613

The Heroic and the Notorious

U.S. Senators from Illinois

By: David Kenney,Robert E Hartley

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The Heroic and the Notorious

U.S. Senators from Illinois

By: David Kenney,Robert E Hartley

This sweeping survey constitutes the first comprehensive treatment of the men and women who have been chosen to represent Illinois in the United States Senate from 1818 to the present day. David Kenney and Robert E. Hartley underscore nearly two centuries of Illinois history with these biographical and political portraits, compiling an incomparably rich resource for students, scholars, teachers, journalists, historians, politicians, and any Illinoisan interested in the state’s senatorial heritage. Originally published as An Uncertain Tradition: U.S. Senators From Illinois 1818–2003, this second edition brings readers up to date with new material on Paul Simon, Richard Durbin, and Peter Fitzgerald, as well as completely new sections on Roland Burris, Barack Obama, and Illinois’s newest senator, Mark Kirk. This fresh and careful study of the shifting set of political issues Illinois’s senators encountered over time is illuminated by the lives of participants in the politics of choice and service in the Senate. Kenney and Hartley offer incisive commentary on the quality of Senate service in each case, as well as timeline graphs relating to the succession of individuals in each of the two sequences of service, the geographical distribution of senators within the state, and the variations in party voting for Senate candidates. Rigorously documented and supremely readable, this convenient reference volume is enhanced by portraits of many of the senators.

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Page Count

321

Publisher

SIU Press

Published Date

ISBN 10

0809331098

ISBN 13

9780809331093

Pets on the Go

The Definitive Pet Accommodation and Vacation Guide

By: Dawn Habgood,Robert Habgood

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Pets on the Go

The Definitive Pet Accommodation and Vacation Guide

By: Dawn Habgood,Robert Habgood

Featuring comprehensive listings on pet-friendly accommodations, this guide allows travelers to share their vacations with their favorite canine companions.

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Page Count

986

Published Date

ISBN 10

0933603134

ISBN 13

9780933603134

Book's by Robert W. LUCAS

Film Quotations

Film Quotations

How To Be a Great Call Center Representative

How To Be a Great Call Center Representative

Creative Learning

Creative Learning

Training Workshop Essentials

Training Workshop Essentials

The Creative Training Idea Book

The Creative Training Idea Book

People Strategies for Trainers

People Strategies for Trainers

The Heroic and the Notorious

The Heroic and the Notorious

Pets on the Go

Pets on the Go

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