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Home > Lifestyle, Hobbies and Home Books > Stationery and miscellaneous items > Customer Service: Skills for Success: 2026 Release ISE
Customer Service: Skills for Success: 2026 Release ISE

Customer Service: Skills for Success: 2026 Release ISE


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About the Book

The award-winning The Art of Public Speaking offers a time-tested approach that has made it the most widely used college textbook on its subject in the world. Seamlessly coordinated with Connect, McGraw Hill's path-breaking online program, it supplies a proven set of teaching and learning tools that is without parallel among public speaking books. For experienced instructors, the title presents a solid, fully customizable foundation and an abundance of teaching aids from which to choose, allowing for complete teaching flexibility in the course. For novice instructors, its wisdom, steady hand, and unmatched ancillary package instill confidence and build success in the classroom from day one.



Table of Contents:

SPEAKING AND LISTENING

1. Speaking in Public

2. Ethics and Public Speaking

3. Listening

4. Giving Your First Speech

SPEECH PREPARATION: GETTING STARTED

5. Selecting a Topic and a Purpose

6. Analyzing the Audience

7. Gathering Materials

8. Supporting Your Ideas

SPEECH PREPARATION: ORGANIZING AND OUTLINING

9. Organizing the Body of the Speech

10. Beginning and Ending the Speech

11. Outlining the Speech

PRESENTING THE SPEECH

12. Using Language

13. Delivery

14. Using Visual Aids

VARIETIES OF PUBLIC SPEAKING

15. Speaking to Inform

16. Speaking to Persuade

17. Methods of Persuasion

18. Speaking on Special Occasions

19. Presenting Your Speech Online

20. Speaking in Small Groups

APPENDIX Speeches for Analysis and Discussion



About the Author :
Stephen E. Lucas is Professor Emeritus in the Department of Communication Arts at the University of Wisconsin. His major books include Portents of Rebellion: Rhetoric and Revolution in Philadelphia, 1765–1776; Words of a Century: The Top 100 American Speeches, 1900–1999; and Rhetoric, Independence, and Nationhood, 1760–1800. A Distinguished Scholar of the National Communication Association, he has received the association’s Golden Anniversary Book Award and Golden Anniversary Monograph Award. He has also received a number of teaching awards, including the Chancellor’s Award for Excellence in Teaching at the University of Wisconsin and the National Communication Association’s Donald H. Ecroyd Award for Outstanding Teaching in Higher Education. His many pedagogical innovations have had a profound influence in the United States and beyond, and The Art of Public Speaking has been translated into multiple languages, including Chinese, Portuguese, Korean, Romanian, and Japanese. Professor Lucas and his wife, Patty, split their time between Madison, Wisconsin, and Naples, Florida. They have two sons and four granddaughters. ROBERT (BOB) W. LUCAS is an internationally known, award-winning author and learning and performance expert who specializes in workplace performance- based training and consulting services. He is the principal of Robert W. Lucas Enterprises and owner of Success Skills Press. For over four decades, Bob has shared his knowledge and expertise as a coach and consultant. He has facilitated training sessions for thousands of workplace professionals in a variety of industries from national and international organizations. He also taught for over 15 years as an adjunct professor in the Human Resource Development Master of Arts program at Webster University and regularly presents educational sessions to various local and national groups. In addition, Bob has led or served on the boards of the Central Florida Chapter of the Association for Talent Development, the Florida Safety Council, Leadership Seminole, and the Florida Authors and Publishers Association. In recent years, Bob has dedicated much of his time to self-publishing books on a variety of skills topics and writing four blogs (Customer Service Skills, Creative Training, Nonfiction Writing, and Cruising). His areas of expertise include customer service, creative training and management program development, presentation skills, interpersonal communication, adult learning, and diversity. He has been listed in Who’s Who in the World, Who’s Who in America, and Who’s Who in the South & Southeast and is an avid writer. In addition to this book, he has written and contributed to 39 books and compilations and has published over 1,000 articles. Some of his other titles are Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative. Bob earned a Bachelor of Science degree in law enforcement from the University of Maryland; an M.A. degree with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. degree in management and leadership from Webster University in Orlando, Florida.


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Product Details
  • ISBN-13: 9781266431524
  • Publisher: McGraw-Hill Education
  • Publisher Imprint: Mcgraw-Hill Education
  • Language: English
  • ISBN-10: 1266431527
  • Publisher Date: 17 Feb 2026
  • Binding: Paperback
  • Weight: 1086 gr


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