50 customer service activities to spice up your next customer service training or meeting. 3-ring binder format.

Understand the what, why and how of coaching. Prepare for coaching sessions. Hold a coaching conversation. Use coaching to build teamwork.

Clarify individual roles and the team communication process to maximize your team's use of time and improve team productivity.

Understand the importance of framing communication in terms of a manager's interests. Enter meetings with clear objectives and facts that support plans and goals. Move conversations toward agreement.