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Work with Colleagues and Customers


By osbornep - Posted on 17 August 2009

Drysdale Library Reading List : Working with Colleagues and Customers

 

BOOKS

SITXCOM001A Work with colleagues and customers / writer, Lee Perlitz -- Frenchs Forest, NSW : Pearson Education Australia, Scope, c2008.
RESTRICTED LOAN 338.4791 WOR

Awareness training : diversity/workplace behaviour : resource information booklet. TAFE Tasmania. -- Hobart : TAFE Tasmania, 2004.
331.133 AWA

Best impressions in hospitality : your professional image for excellence / Michael, Angie.   N.Y. : Delmar, 2000.
Hospitality Collection 647.94068 MIC

Bullying : from backyard to boardroom  -- 2nd ed. -- Leichhardt, N.S.W. : Federation Press, 2001.
658.3145 BUL 2nd ed.

Bullying in the workplace : an occupational hazard / Richards, H.  HarperCollins Aus, 2002.
658.3145 RIC

Business administration for the office / Nicholas, Jemima. -- Croydon, Vic. : Tertiary Press, 2004.
651.3 NIC

The business communication handbook / Dwyer, Judith. – 7th ed. -- New York ; Sydney : Prentice Hall, 2006.
658.45 DWY 7th ed

Business etiquette : achieving a competitive edge in business / Patsy Rowe. N.S.W. : New Holland, 2004.
001.2  ROW

Communicating in the 21st century /Eunson, Baden. --. -- Milton, Qld. : John Wiley Aus. 2005.
658.45 EUN

Communicating with customers / Eunson, Baden. -- Milton, Qld. : John Wiley & Sons, 1995.
658.812 EUN

Communication in the work team / Hayward, Sherry. -- Croydon, Vic. : Eastern House, 1998.
658.45 HAY

Communication in tourism and hospitality : meeting the world in the workplace / Van der Wagen, Lynn. -- Elsternwick, Vic. : Hospitality Press, c1997.
658.45 VAN

Communication skills : team building / Garland, Julie. -- Melb, Vic. : Eastern House, 1996.
658.4036 GAR

Communication skills for the workplace / Le Rossignol, Karen. -- Croydon, Vic. : Eastern House, 1999.
658.45 LER

Conflict resolution : mediation tools for everyday worklife / Dana, Daniel. -- New York : McGraw-Hill, c2001.
658.4053 DAN

Developing business skills : level 2 course book. – Melb. : Aspire Training & Consulting, 2002..  Teams in the workplace.  Business communication.  Customer relations  Office practice.
651 DEV

The diversity toolkit : how you can build and benefit from a diverse workforce / Sonnenschein, William. --  Chicago, Ill. : Contemporary Books, c1999.
658.3 SON

The eight essential steps to conflict resolution : preserving relationships at work, at home, and in the community / Weeks, Dudley. -- New York : J.P. Tarcher/Perigee, 1994.
658.4053 WEE

Interpersonal skills for hospitality management / Clark, Mona. -- 1st ed. -- London ; New York : Chapman & Hall, 1995.
658.45 CLA

The manager's guide to preventing a hostile work environment / Dobrich, Wanda. -- New York : McGraw-Hill, c2002.
331.133 DOB

People skills : guiding you to effective interpersonal behaviour /Sultmann, William F. -- Qld. : Australian Academic Press, 2003.
658.3145 SUL

The professional cook's book : customers and colleagues / Davies, Amanda -- Croydon, Vic. : Tertiary Press, 2004.
Hospitality Collection 642.4 DAV

The team handbook / Scholtes, Peter R. -- 2nd ed. -- Madison, WI. : Oriell, 1996.        658.4036 SCH 2nd ed.

Understanding teams / Welbourn, Michael -- South Melbourne : Pearson Education Australia, 2001.
658.4036 WEL

Your success in the workplace / Cree, Murray -- Melbourne : Pitman, 1992
001.2 CRE

VIDEOS / DVDs

Body language 1; beyond words. -- Eight Mile Plains, Qld. : Marcom Projects (distributor), c2007. Is a guide through the land of space wars, invisible bubbles, subconsious gestures, silent language, the rules of eye contact, and invisible grammar.
DVD 302.222 BOD Vol.1

Body language : non-verbal communication - Ilin..: Learning Seed, c1994.
VID 302.222 BOD

Body language II; reading people. -- Eight Mile Plains, Qld. : Marcom Projects (distributor), c2007. This video shows how to become a "people reader" attuned to non-verbal clues.
DVD 302.222 BOD Vol.2

[Bullying prevention] employee awareness and response -- Vic. : Duty of Care?].
VID 658.4092 BUL

Cultural diversity, closing the gap –. Vic. : Major Development, [2000]
VID 303.482 CUL

Courtesy, etiquette and attitude in the workplace  -- Vic. : Videotrain, c1991
VID 650.1 COU

Dealing with conflict situations [and] Communicate on the telephone – [Melb.] : William Angliss Institute of TAFE, [2005] Demonstrates some basic skills required when dealing with customers and clients.
DVD 651.73 DEA

Dealing with difficult customers --  Vic :VEA, 2004.
Various role plays are included and interviews with professionals in the customer service industry.
DVD 658.812 DEA

Drop everything for the customer  -- Beechworth, Vic. : Beechworth Bakery and Image Link Productions, 2003.Tom O'Toole is passionate about customer service. This motivational program examines Tom's approach to customer service in four bite sized sections.
DVD 658.812 DRO

Have a nice day; working with colleagues and customers in hospitality and tourism. -- Vic. : VEA, c2002. Key areas include: communication in the workplace; providing assistance to customers; maintaining personal presentation standards and working as a team.
VI D 658.812 HAV

Making an impression. / Aus. : Videotrain, [2000.] Shows examples of good and bad communication and courtesy.
DVD 658.3145 MAK