Incorporating four critical concepts based on recognition and understanding… includes FREE CD with 25 role plays from the popular first volume–50 total role plays

Increase the creativity and skill level of customer service representatives, Demonstrate what excellent customer service is, Provide insights and practice to improve customer service, Develop your own organizations bank of customer service learning situations.

A creative, engaging, and useful collection of conflict resolution activities from Jonamay Lambert & Selma Myers

Reproducible activities focusing on developing talents such as: Self-awareness and Control, Empathy, Social Expertness, Personal Influence, and Mastery of Vision

Learn to improve interpersonal skills, enhance management performance, create effective teams, and improve communication within your organisation

This collection of fully reproducible training activities is designed to help managers and employees understand the sources of workplace stress, types of stress, how stress effects performance and most importantly - how to better manage stress.

Increase ethics awareness among your managers, teams and sales personnel with this 350-page resource

Ready-to-use Activities will benefit both Novice and Experienced Salespeople

In this collection, you’ll find an array of dynamic and engaging exercises to help you explore what makes collaborative management work, its potential benefits and how to experience them in your organisation.

What does employee ‘engagement’ mean? Why does it work? Most importantly, how can you create it in your employees to reduce turnover, increase productivity and improve business results?

A complete system for measuring training outcomes. This new resource covers the foundations of evaluating training outcomes and provides you with an easy-to-use evaluation model based on Kirkpatrick’s Four Levels of Evaluation. Includes CD with customisable reports and powerpoint presentation.