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The importance of effective communication in the workplace cannot be understated. Verbal and non-verbal communication are critical skills in every successful workplace--at the team and employee level--as well as in your personal relationships. From knowing how and when to de-escalate tense situations to dealing with a difficult employee to enhancing your emotional intelligence to listening effectively with your spouse or significant other, learning how to communicate clearly and professionally is key to organizational growth, longevity and productivity. In this compelling, idea-paced book, Confident Conversations, you will learn how to communicate with others in an assertive, yet non-threatening and understanding way. You'll learn how to: Communicate with a high level of emotional intelligence. Identify key techniques for electronic communication, as well as situations to avoid when using electronic communication. Manage and handle difficult situations that cause frustration and conflict. Master a first impression that is a positive and lasting using proven strategies. Adapt and speak in the communication style of others. Understand how body language conveys secret communication messages.Communication skills are crucial for career and personal success. It's not always technical expertise, superior knowledge, or even heightened intelligence that makes people effective in their roles. It's often their exceptional skill in handling difficult people and charged situations. Master the communication skills necessary to propel your career, boost your productivity, ensure quality job satisfaction, and connect with others in your personal relationships.

Who is the most important employee in a company? The CEO? The CFO? No. The most important employee is the customer service representative. Customer service reps are the face of your company. They are the people that the public sees and deals with. Their attitude and behavior will dictate whether customers come back a second (or third) time. How to understand customers How to lead and empower a customer service team How to give customers what they want The path to extraordinary service The power of active listening How to deal with difficult customers How to keep your own emotions at bay with obnoxious people The role of compromise in customer relations Tips for sticky situations Follow-up to ensure repeat business And much, much more! In an ever-evolving technological era, the role of employees in a business--and how they handle the people who buy your product or service--ironically becomes far more important than ever before. As it becomes easier to lose sight of the people factor, the more you need to focus on it. More than 3 million organizations and 13 million individuals--from startups to the Fortune 500--choose Pryor Learning because it provides more for their training dollars than anyone else. Pryor Learning is the wise choice for igniting, upgrading, and upskilling professionals of all levels. Stellar Customer Service gives you access to the wisdom and expertise of Pryor Learning in enhancing customer service at all levels and all industries. Anyone whose job has a public interface--and anyone who manages personnel who do--will find this book a concise, enjoyable, and indispensable guide.

You've probably heard people sing the praises of mindfulness in all areas--health, work, relationships. But how does mindfulness apply to leadership? This book, from the experts at Pryor Learning, the prestigious management and leadership firm, shows you how to be a mindful leader. Above all else, that means leading people.>You'll learn how to: Fine-tune your emotional intelligence, the single greatest key to success Perfect your listening skills Overcome poor work habits--your own and others' Craft clear and convincing messages Manage the unspoken rules of business etiquette Read other people's emotions and reactions Master the skills of negotiation Hire (and keep) top-level employeesThe Mindful Leader offers you much, much more. You'll learn how to overcome procrastination in yourself and your employees; use memory tricks to remember names; employ the best time management techniques; eliminate distractions; recognize the most common gambits in negotiating; and consistently act with the end in mind. The tight labor market of recent years has led many executives to despair of finding the right people for their companies. The Mindful Leader takes you through a step-by-step process that shows you how to hire for the skills actually needed for the job (and for the future) rather than trusting in credentials. You'll also learn how to discover, encourage, and manage high-performing employees--bringing out their best qualities and shepherding them from the mistakes in attitude and performance that are often found in superior individuals. Recent technological advances mean that many functions once performed by humans are now farmed out to computers and AI. This means that the human factor in the workplace will be even more important than ever. Interpersonal skills are fast becoming the most valuable and powerful abilities that everyone--especially leaders--can have. No leader at any organizational level can afford to overlook the invaluable practices--which are both time-tested and on the cutting edge--revealed in this book.