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Required Reading

The Conflict Survival Kit: Tools for Resolving Conflict at Work by Cliff Goodwin, Daniel Griffith

Tools for the Conflict Survival Kit provide strategies that can be used immediately in workplace situations. Case studies and role plays give readers practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft. Gives readers a thorough grounding in basic interpersonal communication and management skills such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making. Addresses specific conflict resolution situations, including negotiation, mediation, group decision making, assertive confrontation etc. Includes resolution frameworks and models for these situations using a step-by-step process.
[More About This Book]   Jul-23-2011

 

Unusually Excellent: The Necessary Nine Skills Required for the Practice of Great Leadership by John Hamm

Leadership expert Hamm explains why leadership can't be mastered as a single concept or tool that can be pulled out of a hat when needed. Excellent leadership is composed of actions, ideas, emotions, cultural forces, history, and expectations that work together in an interconnected system. This system forms the core of the winning combination of superb Character, skill-based Competence, and professional Reputation. Hamm demonstrates that any leader can excel by consistently putting into action the Necessary Nine skills: being authentic, trustworthy, and compelling; leading people, strategy, and execution; communicating, making decisions, and making an impact.

[More About This Book]   Jul-18-2011

 

Bare Knuckle People Management: Creating Success with the Team You Have - Winners, Losers, Misfits, and All by Sean O'Neil and John Kulisek

One of the biggest challenges for new managers is how to get the best out of each of their team members so they achieve superior results -- and make you, the new manager, look good! In Bare Knuckle People Management authors show managers how to push their teams to success, not by following fluffy leadership training but by using the skills that got them promoted in the first place.
[More About This Book]   Jul-10-2011

 

Great Customer Connections by Rich Gallagher

Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience.
[More About This Book]   Jun-26-2011

 

The Optimization Edge: Reinventing Decision Making to Maximize All Your Company's Assets by Steve Sashihara

This book offers a groundbreaking approach to decision making. Using the newest advances in mathematics and computer software, companies can fully maximize their assets at every decision point. The Optimization Edge quickly introduces readers to this strategy in clear, nontechnical terms, with examples from the trenches.

The Optimization Edge provides real-life examples of Optimization, drawn from some of the most successful corporations--and optimizers--in the world. Top executives share their insights into the tremendous production and profit benefits of Optimization, while telling readers how to avoid pitfalls along the way.
[More About This Book]   Jun-19-2011

 

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