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Required Reading

Delegation & Supervision by Brian Tracy

Managers are judged by the results they deliver - and more than anything else, those results hinge on the ability to delegate and supervise. You will be surprised at how efficient and easy to manage your team becomes when you master these essential skills. This handy, pocket-sized guide reveals 21 time-tested ways to boost the performance and productivity of your employees, including how to: define work, assign it, and set measurable, targeted standards for performance; match skills to job requirements; use Management by Objectives to delegate longer-term tasks to trusted team members; monitor, control, and keep on top of projects with minimum effort; turn delegation into a teaching tool and build the confidence of your staff; provide useful feedback and elicit active participation; and avoid reverse delegation.
[More About This Book]   Aug-18-2013

 

The Manager's Guide to HR By Max Muller

Managing people is a tricky business—and managers and small business owners need a clear understanding of the essentials of human resources to survive. The original edition of The Manager’s Guide to HR provided readers with a plain-English introduction to the regulations, rights, and responsibilities related to hiring and firing, benefits, compensation, documentation, performance evaluations, training, and more. But much has changed since then.

Extensively revised, the second edition covers all the key areas and brings readers up to speed on current developments in employment law, including:

  • How social media is changing the recruitment landscape

  • Shifting labor standards regarding compensation and benefits

  • The National Labor Relations Board’s stance on work-related employee speech on social media

  • The Employee Retirement Income Security Act

  • New record-keeping requirements

  • Amendments to the Family and Medical Leave Act and the Americans with Disabilities Act

  • [More About This Book]   Aug-11-2013

     

    Focus: The Hidden Driver of Excellence by Daniel Goleman

    Combining cutting-edge research with practical findings, Focus delves into the science of attention in all its varieties, presenting a long overdue discussion of this little-noticed and under-rated mental asset. In an era of unstoppable distractions, Goleman persuasively argues that now more than ever we must learn to sharpen focus if we are to survive in a complex world.

    Goleman boils down attention research into a threesome: inner, other, and outer focus. Drawing on rich case studies from fields as diverse as competitive sports, education, the arts, and business, he shows why high-achievers need all three kinds of focus, and explains how those who rely on Smart Practices—mindfulness meditation, focused preparation and recovery, positive emotions and connections, and mental “prosthetics” that help them improve habits, add new skills, and sustain greatness—excel while others do not.
    [More About This Book]   Aug-04-2013

     

    Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet by Shep Hyken

    Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. In his latest book, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.

    You will also learn how delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools--like ''Ask the extra question'' and ''Focus on the customer, not the money''--are simple, clear, useful for almost anybody, and supported with compelling research and stories.
    [More About This Book]   Jul-28-2013

     

    The Apple Experience: Secrets to Building Insanely Great Customer Loyalty by Carmine Gallo

    Apple Stores earn more money per square foot than any other retailer. At the core of Apple’s success and intense customer loyalty, however, aren’t just “Insanely Great” products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience. In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.

    Using insights and data from these sources, he breaks down Apple’s customer centric model to provide an action plan with three distinct areas of focus:

  • Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level


  • Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell


  • Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products

  • [More About This Book]   Jul-21-2013

     

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