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
Focus: The Hidden Driver of Excellenceby 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.
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planetby 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.
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
No matter how many initiatives you spearhead or how hard you think about decisions, you will make the occasional management misstep. All leaders do. You can lie awake at night questioning yourself or you can read this book.
The book examines engagement, motivation, expectation, emotions, interpersonal and group dynamics -- all the psychological principles that play pivotal roles in the workplace. Featuring illuminating examples and exercises, What Keeps Leaders Up at Night shines a bright light into the dark corners where all leaders struggle with their own shortcomings.