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361. |  The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service By: Ed Horrell Publisher: AMACOM Publication Date: 16-AUG-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service Re-energize your company's customer service--and inspire greater
customer loyalty--using the power of kindness.
Despite what some may think, the war against bad customer
service will not be won on the front lines by changing specific
techniques and processes at the customer contact level. Rather,
it's a culture of kindness and consideration--up and down the
entire organization--that fundamentally changes employee attitudes
toward customers. It's what makes the difference between a
short-term relationship and long-term customer loyalty.
Based on extensive research and featuring real-life...
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362. |  High-Impact Interview Questions: 701 Behavior-Based Questions to Find the Right Person for Every Job By: Victoria A. Hoevemeyer Publisher: AMACOM Publication Date: 26-SEP-2005 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: High-Impact Interview Questions: 701 Behavior-Based Questions to Find the Right Person for Every Job Asking behavior-based questions is the best way to elicit useful
information from potential job candidates. There's a big difference
between asking someone how they might handle a hypothetical
situation, and saying, "Tell me about a time you..." By having
applicants describe specific situations from their own experience,
human resources professionals and hiring managers can better
determine whether individuals possess the skills required for the
job. But developing such questions can be time consuming and
difficult. High-Impact Interview Questions contains 701
questions for readers to use or...
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363. |  By: Gini Graham Scott Ph.D. Publisher: AMACOM Publication Date: 25-NOV-2005 Insert Date: 09-DEC-2007 Slots: 1.0 | Being saddled with a terrible supervisor can turn even the best job
into a nightmare. Unfortunately, not every boss is the great symbol
of managerial perfection one would hope for. In fact, more people
than not consider themselves stuck with a "bad boss." But short of
remaining miserable or quitting a job, what can be done about it?
"A Survival Guide for Working with Bad Bosses" provides readers
with savvy, practical advice for coping with managers and
supervisors who are mean, incompetent, unethical, and worse. The
book includes powerful strategies for not only working with -- but
thriving...
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364. |  By: Tom Sant Publisher: Amacom Publication Date: 27-MAR-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | The sales techniques that work best...have always worked best. An
incisive look at four legendary sales pros, and how their
strategies still apply today.
Sales theories come and sales theories go, but nothing beats
learning from the original masters. The Giants of Sales
introduces readers to the techniques developed by four legendary
sales giants, and offers concrete examples of how they still work
in the 21st century.The book reveals how:In his quest to sell a brand new product known as the cash
register, John Henry Patterson came up with a repeatable sales
process tailor-made for his own...
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365. |  2600 Phrases for Effective Performance Reviews By: Paul Falcone Publisher: AMACOM Publication Date: 10-JUL-2010 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: 2600 Phrases for Effective Performance Reviews
For managers and professionals who know what they mean-- here’s what to say.
...
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366. |  By: Brian Tracy Publisher: AMACOM Publication Date: 01-OCT-2004 Insert Date: 09-DEC-2007 Slots: 1.0 | The Wall Street Journal business bestseller with over 50,000
copies sold!The true secret of high achievers is that they know how
to find their "focal point" -- the one thing they should do, at any
given moment, to get the best possible results in each area of
their lives. In Focal Point, Tracy brings together the very
best ideas on personal management into a simple, easy-to-use plan.
Focal Point helps readers analyze their lives in seven key
areas and shows them how to develop focused goals and plans in
each. Finally in paperback, this best-selling guide provides
timeless truths that have...
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367. |  The How of WOW: A Guide to Giving a Speech That Will Positively Blow ’em Away By: Tony Carlson Publisher: AMACOM Publication Date: 28-APR-2005 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: The How of WOW: A Guide to Giving a Speech That Will Positively Blow ’em Away For speakers who want to make their presentations soar above the
tens of thousands of speeches delivered (and immediately forgotten)
every day, The How of WOW offers a refreshing antidote to
the usual formulas.A treasure trove of proven ideas and techniques,
this book is a practical tool for creating speeches that audiences
will remember for years. It's filled with secrets for:* getting
attention, empathy, and respect from the audience* developing
bigger and better stage presence* turning "good enough" into a
memorable and powerful experience for the audience* asking tough
questions that are...
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368. |  By: Thomas M. Hanna Publisher: Amacom Publication Date: 30-APR-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: The Employer’s Legal Advisor The Employer's Legal AdvisorRenowned attorney Thomas Hanna has more than 40 years of
experience representing high-profile businesses and winning
hundreds of cases. Now he reveals practical advice for reducing the
possibility of a lawsuit and for winning a case if it does go to
court. Readers will discover how to:
Investigate problems and learn why they happen.
Handle problem employees effectively.
Keep thorough documentation during a disciplinary action.
Know when and how to work with an attorney.
Avoid illegal use of e-mail, video monitoring, and other
devices to "snoop" on...
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369. |  Getting to Innovation: How Asking the Right Questions Generates the Great Ideas Your Company Needs By: Arthur B. VanGundy Publisher: Amacom Publication Date: 01-JUL-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Getting to Innovation: How Asking the Right Questions Generates the Great Ideas Your Company Needs Getting to
Innovation
How to write positioning and rationale statements for each
challenge
How to link together multiple objectives in priority
frameworks
The top 10 techniques for generating creative ideas
Tips for designing and running brainstorming retreats
Advice on how to select the best ideas from the many that have
been generatedWhen it comes to true innovation, it's not formulating the great
ideas, but asking the right questions that will ultimately lead to
results. Getting to Innovation offers the tools to help every
company tap into its most inspired thinking....
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370. |  By: Adele B. Lynn Publisher: AMACOM Publication Date: 29-JAN-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | In a team situation, many issues -- like lack of trust and
commitment, unresolved conflicts, and the inability of individuals
to understand how their actions impact the rest of the team -- can
stop even the most promising groups from delivering great results.
This simple, easy-to-use book gives managers, supervisors, and team
leaders activities to help their teams overcome emotional obstacles
and become more effective. Readers will find powerful, proven
exercises they can use to help employees:
* identify individual and team mood
* deal with anger and emotional triggers
* avert, rather than...
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371. |  Coaching for Emotional Intelligence: The Secret to Developing the Star Potential in Your Employees By: Bob Wall Publisher: Amacom Publication Date: 30-OCT-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Coaching for Emotional Intelligence: The Secret to Developing the Star Potential in Your Employees Performance is just one part of an employee's overall
development as a professional and as a leaderThis crucial development depends on the employee's emotional
intelligence and the ability of the manager to encourage and
increase it. Coaching for Emotional Intelligence provides a
carefully planned strategy to help managers address the issues that
make coaching for EI more challenging than coaching for performance
alone.Key features
Coaching too often focuses entirely on job performance. While
important, performance coaching does not do very much to develop
exceptional talent or nurture...
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372. |  Fundamentals of Sales Management: For the Newly Appointed Sales Manager By: Matthew Schwartz Publisher: Amacom Publication Date: 30-JAN-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Fundamentals of Sales Management: For the Newly Appointed Sales Manager Newly-appointed sales managers have their work cut out for them.
They have to master the art of management—no small feat in
itself—while also leading a sales team to victory.Fundamentals of Sales Management for the Newly Appointed Sales
Manager gives readers everything they need to immediately excel at
their new responsibilities, from communicating better, to training
and much more. The book contains the must-have information and guidance new
sales managers need to make a smooth transition without missing a
beat....
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373. |  By: Claire Raines; Lara Ewing Publisher: AMACOM Publication Date: 12-MAY-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | In an increasingly diverse workplace, it's more important and
challenging than ever to communicate well. We must build bridges
that cross our differences to connect our
similarities. The Art of Connecting reveals five core
principles and presents corresponding, specific strategies for
overcoming communications barriers and connecting effectively with
anyone, regardless of professional, generational, ethnic, cultural,
or other differences.
The authors also explain how the most skillful connectors are
able to shift perspectives-to see a situation from three points of
view: "me," "you," and...
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374. |  By: Ian I. Mitroff Publisher: AMACOM Publication Date: 11-MAR-2005 Insert Date: 09-DEC-2007 Slots: 1.0 | Like many companies over the last few years, yours has probably
done a great deal to reassess its physical, strategic, and
financial vulnerabilities. But there is a huge difference between
business continuity planning and true crisis management. Do your
company and employees have the necessary "IQ" not only to withstand
a crisis but also to come through it with strength and confidence?
Ian Mitroff, recognized around the world as an authority in
crisis management, has created a plan that goes well beyond
"disaster preparedness" to help your company get accustomed to
working in the face of some...
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375. |  The EQ Difference: A Powerful Plan for Putting Emotional Intelligence to Work By: Adele B. Lynn Publisher: AMACOM Publication Date: 19-NOV-2004 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: The EQ Difference: A Powerful Plan for Putting Emotional Intelligence to Work Emotional intelligence is a hot topic. Proven as a leading driver
of success, it's also a hot commodity. The EQ Difference
offers practical tips and suggestions for developing emotional
intelligence and reaping its benefits in any work environment. The
book helps professionals at all levels understand how emotions can
have a profound effect on performance, values, and relationships in
the workplace. The EQ Difference features:* A step-by-step
process for improving emotional intelligence* Very practical
workplace examples * Creative language and presentation of concepts
including Letters to...
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376. |  Your Successful Project Management Career By: Ronald B. Cagle Publisher: Amacom Publication Date: 30-NOV-2004 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Your Successful Project Management Career Your Successful Project Management Career answers all the
questions new project managers typically have, giving them advice
and information about entering and excelling in the fieldThe book clarifies important terminology, discusses how project
management got started and where it's heading, and provides a
run-down of necessary certification and training. This is the only project management book to focus on the career
aspect....
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377. |  Power Points!: How to Design and Deliver Presentations That Sizzle and Sell By: Harry Mills Publisher: AMACOM Publication Date: 23-MAY-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Power Points!: How to Design and Deliver Presentations That Sizzle and Sell Today’s audiences have come to expect presentations that are
not only informative, but also innovative and visually exciting.
Power Points! shows readers how to create and use stunning
PowerPoint graphics and visuals to their fullest, while also
speaking with greater eloquence and persuasiveness. Author and
persuasion expert Harry Mills reveals how to:
* Captivate audiences with a mastery of graphics, diagrams,
cartoons, and photos.
* Speak and present with confidence and style.
* Learn to influence any kind of audience.
* Use the hundreds of professionally designed samples and
PowerPoint...
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378. |  A Manager’s Guide to Improving Workplace Performance By: Roger Chevalier Publisher: Amacom Publication Date: 27-MAR-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: A Manager’s Guide to Improving Workplace Performance A
Manager's Guide to Improving Workplace Performance
Using tools like the Performance Coaching Process, Performance
Counseling Guide, and Performance Analysis Worksheets
Tailoring the amount of direction and support to an employee's
specific abilities and motivations
Applying the Situational Leadership model to teams and
individual employees.Practical and authoritative, this book offers a positive, yet
realistic solution for one of the greatest workplace challenges
facing managers....
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379. |  By: Bruce L. Katcher; Adam Snyder Publisher: Amacom Publication Date: 30-MAR-2007 Insert Date: 09-DEC-2007 Slots: 1.0 |
They're being treated like children
Their contributions aren't respected
Their manager doesn't listen to them
Senior managers are incompetent
They lack the resources and training they need to do their jobs
well
They get insufficient feedback
Their pay isn't fairly linked to job performance
They are burdened by heavy workloads or inflexible
schedules.Featuring real-life examples, this eye-opening book empowers
managers to make their workplaces more productive, congenial, and
satisfying for their people and for themselves....
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380. |  Selling to Anyone Over the Phone By: Renee P. Walkup; Sandra McKee; Karen Robinson - CEO of PrimePoint Media Publisher: AMACOM Publication Date: 30-AUG-2005 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Selling to Anyone Over the Phone A script may be a useful tool, but truly powerful phone selling
only happens when the approach is tailored to each individual
customer.Selling to Anyone Over the Phone shows how to do it much better.
This must-read resource for sales professionals will help them
develop the exceptional phone skills they need to close more sales,
more often! This book is crucial reading for anyone who does any selling on
the phone—from field reps who sell on the phone occasionally,
to full-time telesales reps. Full of practical, time-efficient
techniques for connecting with each customer generating leads...
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