Package 1, Customer Service

A resource for instructors teaching students about the workplace, workplace attitudes, and dealing with people. Also for the instructor in meeting the needs of students of as "customers."

Contents:
Everyone is a customer
You are a customer, too
What do you know about customer service? (activity)
Business or serice I buy from oftem: (activity)
Knock-your-socks-off customer service skills
All customers are different
But what if you are the one who is different? (activity)
The double bagger theory: going the extra mile ...
Becoming a double bagger (activity)
Calming the angry customer
Calming the angry customer's problem (activity)
Most people don't listen -- they just wait ... to talk
Close-up: the customer comes first
How good is your service?
Coping with information
Speaking, writing, doing

Package 2, Self-Esteem

Greater self-esteem for greater happiness, productiveness, and success. Learn what it is, how to develop it, and how to use it.

Contents:
Self-esteem is how you feel inside
Understanding self-esteem (activity)
How to get and keep high self-esteem
Your recommendations, please (activity)
Don't try too hard
What a turn-off (activity)
Positive self-talk
Pass it on
Point of view (activity)
Self-esteem at work
Close-up: Dominick's dilemma
Coping with information
Speaking, writing, doing

Package 3, Setting Priorities

Working more efficiently, getting more done, and reducing stress by setting priorities. Identifying degrees of urgency, using daily schedules, and more.

Contents:
Putting first things first
How to juggle multiple tasks
Set priorities (activity)
Juggling at work: a story on setting priorities
Help! Tell Josh what to do! (activity)
Whose priority is this?
Name that priority (activity)
Is it urgent or important?
Urgent or important? (activity)
How do you know you're on the right track?
Staying on track (activity)
Setting personal priorities
Nonessentials
What are your priorities? (activity)
My daily schedule (activity)
Close-up: long-term goals
Coping with information
Speaking, writing, doing

Package 4, Organize Yourself

Saving time and finding time, reducing procrastination and frustration, accomplishing more, and sleeping better. Good tips for counseling students about study skills, and good ideas for instructors about organization to improve teaching.

Contents:
Getting it together
Control your environment
How organized are you? (activity)
A little organization will do it! (activity)
Procrastination: are you burning the midnight oil?
A bit of philosophy (activity)
Get yourself in gear
Why did I procrastinate? (activity)
Are you an early bird or a night owl?
When am I the most productive? (activity)
Balancing long- and short-term goals
I'm a goal setter (activity)
Solving time management problems
Finding time
Time estimates
How much time? (activity)
Time wasters
My time wasters (activity)
Close-up: friends tell friends to organize
Organizing is a management function
Coping with information
Speaking, writing, doing

Package 5, Workplace Writing

Writing in some form is a required part of most jobs, and it is becoming more important in the "information age." This package discusses overcoming writing fears, writing for different audiences, elements of good writing, the interconnection of writing and reading, and business letters.

Contents:
What is workplace writing?
How much do you know about writing . . ? (activity)
Take charge of your writing improvement
Find out more about your writing (activity)
Consider your reader
Main point, where are you? (activity)
Plan and write a business letter
Finish this letter, please
Say what you mean
Plain English, please
Close-up: less is more
Words business writers need to know
Coping with information
Speaking, writing, doing

Package 6, Telephone Skills

Tips on using the telephone to make good first impressions, conduct business, and make the most out of calls.

Contents:
Why learn telephone skills?
You can learn good telephone skills
Test your telephone knowledge (activity)
You get one chance to make a first impression (activity)
Phoning on the job
How do you sound? (activity)
Your feeling show
Talk with a smile
Act out your mood (activity)
Making the negative positive (activity)
Quicksand calls
I wish I hadn't said that (activity)
Take a message, please
What you need near the telephone
Close-up: telephone talk
Coping with information
Speaking, writing, doing

Package 7, Learning to Listen

"Most people like to hear themselves talk, but when it comes to listening, they tune out." Learn how to be a better listener to be a more effective teacher, to foster teamwork, to be a better learner, and to engage others. Good listening is a very important indication to students that you care.

Contents:
Listening bring success
How well do you listen? (activity)
Keep the speaker talking until you understand
Obtaining feedback (activity)
Listen with your eyes
Body language communicates (activity)
Be the best listener you can be
The best listeners (activity)
Good listeners are good communicators
Rate yourself as a listener (activity)
When you talk to yourself, is anybody listening?
Why bother to listen? (activity)
Good listening at work -- it works
Listen up! (activity)
Close-up: the customer comes first
Coping with information
Name the filters (activity)
Speaking, writing, doing

Package 8, Presenting Yourself

Developing speaking skills for effective communication and success on the job. Controlling anxiety, preparing a presentation, adjusting to audiences, using notes, and more.

Contents:
Speak out
Everyday presentations (activity)
What, me worry?
What signs of anxiety do you experience . . ? (activity)
Subdue your stage fright: meet the fear fighters
Adjust your presentation to the audience
What my audience needs (activity)
Change the words to suit your listeners
Choose the words (activity)
It's all in the delivery
Check your delivery (activity)
Use notes that work
Close-up: who is this person?
Coping with information
Speaking, writing, doing

Package 9, Criticism: Giving and Receiving

Criticism is frequently considered to be destructive and undesirable. But it may be constructive as well. Presented appropriately, it may be an important form of feedback and a very good communication technique. Read this to learn more about how to criticize and receive criticism constructively.

Contents:
Criticism is not a four-letter word
It's a skill
Measure your criticism knowledge (activity)
Accepting criticism
Shiva's story is positive
What's your response? (activity)
Take it on the chin
How do I handle criticism? (activity)
Giving criticism is a talent
Well, excu-u-u-se me! (activity)
Close-up: describe her as calm
Coping with information
Speaking, writing, doing

Package 10, Team Work

In working with others on a job, team work is essential. Good team work enables the team to accomplish much more than the members could accomplish with the same amount of effort on their own. In this case, "one plus one equals three." More and more, employers want their people to have team skills, and increasingly they are looking specifically for team skills in their job applicants. As teachers, we need to teach team work, we need to model it for our students, and we need to practice it for the benefit of the college and the community.

Contents:
The spirit of team work
My team quotient (activity)
What's so new about team building?
Is it a group or a team?
Is it a team? (activity)
Solve a problem, make a decision
What does it mean? (activity)
Healthy disagreement, what's that?
We're not disagreeing (activity)
No risk taking without trust
Take risk? No way (activity)
Close-up: self-directed teams
Coping with information
Speaking, writing, doing