Elizabeth Sansom and Christine Newton
Ashgate
Looseleaf
484
1999
A comprehensive and well-structured collection of activities for training and developing the 'unsung heroes' of the organization - support staff of all kinds. Topics covered range from induction for the new recruit through core concerns such as customer care telephone skills and written communication to tasks for the more experienced such as project management and presentations. The collection includes projects role-plays case studies games pencil and paper exercises and discussions.
Ashgate
Looseleaf
484
1999
A comprehensive and well-structured collection of activities for training and developing the 'unsung heroes' of the organization - support staff of all kinds. Topics covered range from induction for the new recruit through core concerns such as customer care telephone skills and written communication to tasks for the more experienced such as project management and presentations. The collection includes projects role-plays case studies games pencil and paper exercises and discussions.