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Required Reading

Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work by Susan H. Shearouse

We all know conflict is unavoidable, especially in the workplace. Whether it's a fight over resources, a disagreement about how to get things done, or an argument stemming from perceived differences in identities or values, it's a manager's role to navigate relationships, and build compromises and collaborations. "Conflict 101" gives readers the tools they need to ensure not only that employees get back on track, but that disagreements breed positive results.
[More About This Book]   May-01-2011


The Critical Thinking Toolkit: Spark Your Team's Creativity with 35 Problem Solving Activities by Marlene Caroselli

"The Critical Thinking Tool Kit" aims to rekindle the creativity buried inside everyone. The book's 35 hands on activities and ready-to-use assessments are designed to improve creative and analytical thinking skills. Team members work on producing divergent ideas, and then fine tune their skills to pinpoint the ones that best benefit an organization. And they'll learn to do it in real-life speed quickly! The training exercises in "The Critical Thinking Tool Kit" offer an invigorating departure from the routine with the potential for big payoffs in the form of enhanced 'on-your-feet' thinking, innovative problemsolving, and profitable idea generation from everyone on the team.
[More About This Book]   Apr-23-2011


The New Edge in Knowledge: How Knowledge Management Is Changing the Way We Do Business by Carla O'Dell, Cindy Hubert

Knowledge management (KM) has come of age, and the time to reap its many benefits is now. Learn how some of today's leading organizations have achieved impressive results in KM, and apply the same strategic principles in your organization with the expert guidance found in The New Edge in Knowledge.

Sharing their decades of experience at the American Productivity & Quality Center (APQC), authors Carla O'Dell and Cindy Hubert present the best, most practical, and most innovative practices drawn from their firm's pioneering research and collaboration with some of the world's best organizations, including IBM, the U.S. Navy, ConocoPhillips, Fluor, Petrobras, and dozens of others.
[More About This Book]   Apr-17-2011


The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken

In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty.

Hyken shares more than one hundred insightful examples from fifty role-model companies that prove these strategies can and should be implemented immediately--by any organization, large or small.
[More About This Book]   Apr-10-2011


Lessons in IT Transformation: Technology Expert to Business Leader by Larry Bonfante

Focusing on the qualities required to transform an organization through the lens of the CIO, this book provides practical advice on how to address key issues, as well as create a context for the type of leadership qualities required to broaden the CIO's impact in every aspect of the corporation.

The book takes a timely look at how the IT function can become totally aligned with the strategies and operational direction of the business enterprise. Lessons in IT Transformation also reveals how CIOs can -- and should -- evolve from managers of utility services to business leaders who can drive revenue, value, and process redesign.
[More About This Book]   Apr-03-2011


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