Business Skills

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  Customer Service: How Not to Approach People

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  Formatting a Report

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  Mindful Listening for Effective Communication

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  Sales: Dealing with ‘The Ditherer’

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  Sales: Research

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  Negotiation: Use Loss Not Gain to Persuade Others

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  Sales: Discovering Their Needs

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  Sales: Being a Problem Solver

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  Persuasion: Always Ask “Compared to What?”

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  Inside Your Head: Don’t Compare Your Insides to Other People’s Outsides

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  Virtual Mentoring: What Makes a Good Mentor?

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  Questioning Techniques: Getting to Know Your Customers

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  After Sales: Company Loyalty

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  Online Customers: Email and Web Chat

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  One-to-One Training: Learning Through Practise

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  Influencing: Use the Same Language

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  Meetings: Produce a Logical Agenda

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  Negotiating: Getting a Fair Deal