Training for Multiple Cultures, the February 2010 Infoline by Andrea Edmundson, earned a glowing review in Learning Solutions Magazine today. Jane Bozarth, three-time author and eLearning Coordinator for the North Carolina Office of State Personnel, praises the issue for its concise overviews and concrete suggestions. Jane summarizes, "Overall, the piece is very tight, focused, and clear, and is certainly worth the $12 purchase price." Read the whole review here.

 

For more information on Cultural Training, consider attending the session Going Global: Developing Cross-Cultural Competence at the ASTD 2010 International Conference and Exposition!

Tags: INFOLINE, Training for Multiple Cultures, Training, Cultural Training, Reviews

Categories: Books

Office Dynamicsannounces Adminology™, an online resource for career-minded AdministrativeProfessionals and the companies who love them.

On January 10, 2010, Joan Burge, CEO and President of Office Dynamics, announced a new online spectrum of career enhancement tools for Administrative Professionals. Adminology is available to anyone, providing free access toa vast array of resources, such as articles, podcasts, White Papers, in-depthsurveys, booklets and webinars.

·      The 21^st century has emboldened those with drive and charisma to lead the way to a new movement of flawless executionand advancement. Adminology offers broad, visionary solutions to achieve thesegoals.

·      Adminology prepares organizations for the future succession of their top executive’s administrative support.

·      Adminology provides tools to instill excellence into every day through mastering skills, artfully applying expertise andestablishing great chemistry with everyone encountered.

An Event of Distinction

OfficeDynamics also announces Early Bird discounts for its in-depth conference, “Adminology 2010: Professional Expertise for the New Decade and Beyond” on September 21-24, at Red Rock Spa in Las Vegas.  Speakers include Joan Burge, a renowned trainer, author, and consultant with over 20 years experience, plus subject matter experts hand-selected by her to create a vibrantand well-rounded program. For more information, visit http://www.adminology.org/

Tags: adminology, administrative, assistant, executive assistant, training assistants

Categories: News

 

 

 Providing great customer service is critical for the success of any business. 

 

  

Pushing buttons and listening to recorded messages is not good customer service, but many companies think it is. The latest book in the “10 Steps” series from ASTD Press, 10 Steps to Successful Customer Service, provides a quick and effective check up to ensure that customer service professionals at all levels focus on key practices that keep and create satisfied customers. 

This book examines the challenge of creating spectacular customer service, and provides a complete outline for developing customer-oriented practices within an organization. Written for customer service professionals from frontline providers to executives, these Ten Steps can help jump-start a successful customer service program. 

In 10 Steps to Successful Customer Service author Maxine Kamin provides a thorough background in the philosophy of customer service and includes tools like worksheets, checklists, tips, and exercises. Kamin, an expert in customer service, has consulted with Fortune 500 companies, universities, governments, and other organizations. She facilitates customer service training programs nationwide. 

To find out more about 10 Steps to Successful Customer Service, visit www.store.astd.org 

 

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Categories: Celebrity Bloggers

ASTD author Maxine Kamin, director of professional development at Childnet and founder and president of TOUCH Consulting, shares with us some valuable customer service tips:

"If you’re in a service field, did you ever ponder, 'What was I thinking when I took this job?' That’s when your good will is taxed and your nerves are shot. Your smile is beginning to wane, and the demanding and sometimes demeaning behavior of customers is getting you down. Ironically, that’s when you really do need to answer the question, 'What was I thinking?' 

Most people who enter a service field want to help others in some way. Whether you are an executive, a manager, or a front-line staff member, the foundation of all customer service is caring, letting others know that you really do want to solve their problems, and that you want them to be satisfied, with you, your company, and your expertise. Your enthusiasm is paramount to your success.

Consider these positive actions:

• Take time to remember or redefine your mission
• Define what your customers consider to be good service
• Consider different personality types and how you respond to what you consider to be difficult customers or employees
• Develop a consistent method for solving problems
• Consider learning styles since you do teach with every interaction
• Express your innovation and “hidden talents”
• Take care of yourself. Make a list of things you want to do and do them.
• For managers and executives, learn how to establish a customer service culture.
• Use creative exercises in your team meetings to unleash the creativity of your staff."
  

For more tips on customer service, see Ms. Kamin’s new book, 10 Steps to Successful Customer Service. This easy 10 step book is for executives, managers, and front-line staff. Learn how to establish a positive customer service environment, review research and read stories about situations gone bad that could have been turned into magic moments.

Tags: customer service, 10 steps, maxine kamin, positive actions, books, astd

Categories: Books

ASTD CEO Tony Bingham and co-author Marcia Conner are writing a book and need your input on title ideas! The book discusses many aspects of social media and learning, especially the capacity for social media to transform training into a learning mechanism. View and rate the list of suggested titles and subtitles, or submit an original idea of your own. Access the survey here.

Tags: books, titles

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Designing covers for scholarly and professional publications is tough work! How do you maintain a professional feel while simultaneously capturing the reader's attention and adequately reflecting the contents of the book? How does one make a handbook cover interesting, unique, and aesthetically pleasing? Many complain about the boring look of scholarly titles; one discussion board asks "Why are business book cover so ugly?" ASTD Press asks, What would you like to see on one of our covers? Which scholarly titles already in existence seem the most impressive? Do you prefer an unusual, cleverly designed cover, or would you be more inclined to pick up a classic "all text" cover for your Leadership Handbook? Send us your comments, suggestions, and links to your favorite nonfiction business covers here.

Tags: business, book, covers, design, astd

Categories: Books

ASTD Press would like to get some more feedback on our titles as they come out so we know what our audience likes, dislikes, is getting too much or too little of, etc. Do you have a favorite reviewer who never lets you down? Which reviewer do you trust completely? Your suggestions can ultimately help you make better choices about getting the best value out of ASTD's publications! Reply here or email publications@astd.org with your suggestions! Thanks!

Tags: books, reviews

Categories: Books

The ASTD TechKnowledge® 2010 Conference & Exposition provides attendees with the latest information, best practices, and learning technology resources available to drive personal and organizational effectiveness. Browse through 80 educational sessions. TechKnowledge offers advice of budget solutions anda cirtual conference if you can't make the trip out. Visit http://tk09.astd.org/ to learn more and to download the session handout now.

This year's conference takes place at the luxurious Rio Las Vegas! The Rio hosts more than 2,500 suites, providing spectacular views of Las Vegas.
Register by November 19th and save $250 off the regular registration rate and get rooms for only $129/night.

Tags: techknowledge, las vegas

Categories: Books | Conferences

As told by Apple co-founder Steve Jobs, these 5 things are essential to all presentations: a headline, a bad guy, a simple visual, a demonstration, and a memorable moment. And don't forget to sell dreams,  not products. http://www.businessweek.com/smallbiz/content/oct2009/sb2009106_706829.htm

Tags: presentation, public speaking, speech

Categories: Books | TechKnowledge