People Skills

People Skills is the third book in DTR Inc.’s series for classroom and on the job work readiness and customer service training. This is the second edition of the book, published in November of 2013.

A complete volume including all four modules with additional instructor tools is now available. Visit www.DTRConsulting.BIZ/workreadiness.htm for more information.

At the end of each book are two workplace scenarios where things go right and things go wrong. Use the scenarios in the books as read and discuss exercises after teaching the material in the book, or to create your own certification tests.

This book covers topics that help employees get along with co-workers and supervisors. A company with employees that understand their relationship to others in the company, and have the skills to deal with everyone successfully, reduces workplace conflicts and provides a workplace where people look forward to coming to work. And a workplace where people look forward to coming to work is a productive workplace with employees that relate to and care about the company.

The book starts by teaching communication skills, both verbal and non-verbal (personal signals). The first goal is to eliminate problems that arise because of poor communication skills.

After this introduction, the book covers how to get along with co-workers (including behaviors to avoid in the workplace such as gossiping about co-workers), teamwork and the role of the team leader, how to get along with supervisors (including rules to follow), how to meet supervisor’s expectations, the value and purpose of performance appraisals, and more. One exercise included in the book is a role reversal exercise where the participants are put in a supervisory position, and have to make decisions regarding their employees.

This book is valuable for all and has a couple of team building exercises that a company can use to help its employees get used to working cohesively and productively with each other.

Jay Goldberg, MBA, is a former Citibank executive. At Citibank, Mr. Goldberg specialized in customer service management, measurement, training, capacity planning, profitability, MIS reporting, and strategic planning. After almost fourteen years with Citibank, Mr. Goldberg left to form his own consulting firm, DTR Inc. DTR Inc. specializes in writing business plans, developing workplace training programs, designing and implementing customer service strategies, performing strategic planning and market research (e.g., surveys, focus groups, etc.), helping businesses build their brands, and training managers and employees. At DTR Inc., Mr. Goldberg developed the program parameters, program strategy, curriculum, lesson plans, assessments, competency statements, and certification tests for a Work Readiness Training Program called the best Work Readiness Certification Program in the United States by a representative of the National Skills Standard Board at a presentation of the Program in Jacksonville, Florida on 01/13/03. Mr. Goldberg later updated, modified and added to that Program for a second client and wrote a book, ＂How to Get, Keep and Be Well Paid in a Job＂ (ISBN = 9781432725297) specifically tailored to individuals looking to improve their work readiness skills. In 2007, Mr. Goldberg was instrumental in helping the Palm Beach County Resource Center (Riviera Beach, Florida) develop a revolutionary Entrepreneurship Training Program. The program’s structure was unlike any other in the marketplace, and would prove to be highly successful. In 2012, Mr. Goldberg’s entrepreneurship book, ＂Building a Successful Business,＂ (ISBN = 9781470000639) was published. The book is now being used as a textbook in entrepreneurship courses. The book is both a textbook and a workbook with tools entrepreneurs can use to help start, grow and manage their businesses. While at the Palm Beach County Resource Center, Mr. Goldberg worked with hundreds of small businesses and got a good handle on how to best structure and implement a work readiness training program to ensure that benefits of training were demonstrated in the workplace. This book is the third in a series of books that can be used to support work readiness training. The book written from the point of view of the business with goals of educating employees, improving employees’ skills and behaviors, and modifying and improving employees attitudes regarding their employers.