Robert (Bob) Lucas
B.S., M.A., M.A., CPLP
Free
Corporate Training and Workplace Learning Expert
Robert (Bob) Lucas Quick Facts
- Main Areas
- Adult learning and training, customer service, interpersonal communications, management, supervision, and leadership
- Best Sellers
- Customer Service Skills for Success; The Creative Training Idea Book; Creative Learning: Activities and Games That REALLY Engage People; The Big Book of Flip Charts; People Strategies for Trainers
- Career Focus
- Entrepreneur - Author, Speaker, HRD Consultant and Trainer
- Affiliation
- American Society for Training and Development, Florida Authors and Publishers Association, Leadership Seminole, Independent Book Publishers Association, Florida Writers Association, Central Florida Chapter of ASTD
In addition to training and consulting, Bob is actively involved professionally and has served on a member of numerous boards of directors. He is currently on the board of the Florida Authors and Publishers Association and was formerly the President of the Central Florida Chapter of the American Society for Training and Development and the Chairperson for Leadership Seminole in Florida.
Bob gives regular presentations to various local and national groups and organizations, such as ASTD International and is a sought after learning and performance expert. He has been interviewed by several radio stations, writes three blogs on creative training, customer service and nonfiction writing.
Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast for a number of years, Bob is also an avid writer. He has written and contributed to thirty-one books, including: Make Money Writing Books: Proven Profiit Making Strategies for Authors; Customer Service Skills for Success; Creative Learning: Activities and Games That REALLY Engage People; People Strategies for Trainers: 176 Tips & Techniques for Dealing with Difficult Classroom Situations; The Creative Training Idea Book: Inspired Tips & Techniques for Engaging and Effective Learning; The BIG Book of Flip Charts; How to be a Great Call Center Representative; Customer Service Skills & Concepts for Success; Customer Service: Building Successful Skills for the 21st Century; Job Strategies for New Employees; Communicating One-to-One: Making the Most of Interpersonal Relationships; Coaching Skills: A Guide for Supervisors; Effective Interpersonal Relationships; Training Skills for Supervisors; and Customer Service: Skills and Concepts for Business. Additionally, he has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several other compilation works by other publishers.
An advocate of lifelong learning, Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, a Master of Arts degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia, and a second Master of Arts degree in Management and Leadership from Webster University in Orlando, Florida.
Contact Information: Bob Lucas P.O. Box 180487
Casselberry, Florida 32718-0487 USA
Free Articles & Book Excerpts
Robert (Bob) Lucas Audio & Video Programs
Robert (Bob) Lucas Books
The Creative Training Idea Book: Inspired Tips and Techniques for Engaging and Effective Learning
http://wwwrobertwlucas/bob_books.html
Creative learning: Activities and Games That REALLY Engage People
http://wwwrobertwlucas/bob_books.html
Training Skills for Supervisors
http://wwwrobertwlucas/bob_books.html
The Big Book of Flip Charts
http://wwwrobertwlucas/bob_books.html
People Strategies for Trainers
http://wwwrobertwlucas/bob_books.html
Customer Service Skills for Success
http://wwwrobertwlucas/bob_books.html
How to Be a Great Call Center Representative
http://wwwrobertwlucas/bob_books.html
Coaching Skills: A Guide for Supervisors
http://wwwrobertwlucas/bob_books.html
Effective Interpersonal Relationships
http://wwwrobertwlucas/bob_books.html
Please Every Customer: Delivering Stellar Customer Service Across Cultures
http://wwwrobertwlucas/bob_books.html
Training Workshop Essentials: Designing, Developing and Delivering Learning Events That Get Results
http://wwwrobertwlucas/bob_books.html
Energize Your Training: Creative Techniues to Engage Learners
http://wwwrobertwlucas/bob_books.html
Articles by this expert
SelfGrowth articles and saved writing connected to this expert.
Article
Roadblocks to Service Recovery
From time to time, you may find your service recovery efforts blocked by certain actions or inactions on your part or others in your organization. While you may have good intentions related to re-establishing and maintaining a solid customer-provider relationship, there are a number of obstacles that can get in the way. Here are some of the obstacles that commonly derail recovery attempts. Poor or inadequate communicatio Without solid communication, recovery cannot occur when service breakdowns happen.
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Time Management on the Run
You have probably heard the saying “There just aren’t enough hours in the day.” This is especially true if your job involves traveling to a client’s site or if you work at or travel between remote locations (e.g., branch offices). Transit time can take a big chunk out of your day. In such situations it is important to recognize how to best use your time. This article provides a few tips for time management on the run. Prepare in advance. Make sure that you schedule your appointments far enough in advance to allow for emergencies.
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Professional Etiquette Still Matters
“Back in the day” most children were taught to say “please” and “thank you.” They were also taught to ask permission before taking or doing something, open doors and pull out chairs at the dinner table for ladies, assist elderly people, wear suits to religious functions and to dinner with a date, send a thank you note following a dinner or stay at a friends house, and to generally conduct themselves in a more civil manner according to customs and values of a bygone era. Much of that behavior typically carried over into the workplace. Things have changed a bit over the years.
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Wowing Your Customers in a Lackluster World
If it seems to you that service providers have become more complacent recently and that the quality of service that they provide has dropped in many instances, you are probably right. In an era when fortunes have plummeted, people struggle to find or keep a job, families are stretched to the ...
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Service Suicide: Six Reasons That Organizations Lose Customers
In an economy in which organizations of all types and size are struggling to stay afloat, effective service is often a crucial factor in determining whether customers stay or go. The sad fact is that many owners and managers are so distracted with bottom line issues that they forget to focus ...
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Article
Applying Abraham Maslow’s Hierarchy of Needs Theory of Motivation to Training
Dr. Abraham Maslow studied workplace motivation of employees in the years following World War II. His research has been referenced and adapted many times over the years. From a training or educational perspective, you can use the five levels of motivation that Maslow identified to focus your ...
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Article
Create the Right Environment for Learning
Brain researchers have found that many things stimulate learner’s brains during training and educational events. Key among these is the environment in which learning is to take place. If you want your learners to achieve maximum learning potential, create a learning environment in which you ensure that everything that they will encounter from the time they enter until the time they leave is focused on accomplishment of your learning objectives. This includes the following: • Organize furnishings and training aids in a manner that is learner-centered.
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Article
Reflections on Life
There is no one formula for a successful life. Each person approaches the daily challenges encountered in a different way and there are often no easy solutions in today’s tough economic situation. Still, some people seem to rise above their troubles and find a way to deal with what life has planned for them. These are the people who know how to set positive goals and stay focused on achieving them.
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What Is Really Important In Life?
Like many of you, I have spent my life doing the things that I loved, the things that I needed to do and the things that were expected of me. Along the way, I have accumulated a wall of plaques, a binder of certificates, a number of degrees and certifications and a bookshelf of books, articles ...
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Article
8 Tips For Winning The Battle Over Jetlag
Many of us travel for a living or just for fun. Longer trips, especially cross-country or overseas, provide us with the “opportunity” to experience air transportation. We get to stand in long security lines, sit in cramped cabins, go without food or beverages for long periods and feel like a ...
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Article
Responding To Conflict With Customers
Conflict should be viewed as neither positive nor negative. Instead, it is an opportunity to identify differences that may need to be addressed when dealing with your internal and exte al customers. It is not unusual for you to experience conflict when dealing with someone else. In fact it is ...
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Article
The Power of Audio-Visual Aids
Using effective audio-visual training aids in your learning events can help reinforce your verbal message significantly, while stimulating the brains of your learners and tapping into different learning modalities. By creating and using effective support material, you can help ensure that you ...
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Websites & resources
SelfGrowth-published websites, downloads, and contributor profile websites connected to this expert.
Favorite Quotes & Thoughts from Robert (Bob) Lucas
Adults are just kids with big bodies; They learn behaviors as children and repeat them as adults. Training others is a way of growing you own sphere of influence while giving of yourself. Creativity is a state of mind. If you can dream it; You can do it! The challenge that many people face when interacting with others is that they lack the correct interpersonal skills needed to be successful. The body is a powerful instrument for communication. Effective customer service is often the deciding factor in your success in a globally competitive world. If you fail to access technology; You miss out on a key tool for success in the twenty-first century. Flip charts are not obsolete. They are key tool in capturing and organizing thoughts in meetings and learning environments.
Contacting Robert (Bob) Lucas
Bob Lucas, BS, MA, MA, CPLP PO Box 180487 Casselberry, Florida 32718-0487 Website: www.robertwlucas.com.
How to get started
My website (http://www.robertwlucas.com) has many of my thirty-one books and hundreds of free articles available as resources to help people improve their success in workplace and training environments. Trainers, adult educators, facilitators, presenters, managers and front-line employees will find hundreds of free articles and training activities there for their reference. Additionally, visit the following blogs for addition ideas and information on creative training nonfiction writing and customer service: www.robertwlucas.com/wordpress; www.customerserviceskillsbook.com; and www.thecreativetrainer.com.
Other highlights
As a training and performance consultant, Bob Lucas has been designing and developing custom training initiatives and facilitating strategic planning sessions for decades. Some of the topics that Bob has created programs on and taught include: Diversity Interpersonal Communication (e.g. verbal, non-verbal, and listening skills) Using behavioral styles to build relationships Customer service Teambuilding Adult learning and training Creative, accelerated and brain-based learning Presentation skills and trainer development programs Effective Facilitation skills Networking skills Supervison, management, and leadership skills