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Required Reading

Customer Service Skills for Success (Connect, Learn, Succeed) by Robert W. Lucas

The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
[More About This Book]   Oct-21-2012

 

Makers: The New Industrial Revolution by Chris Anderson

Wired magazine editor and bestselling author Chris Anderson takes you to the front lines of a new industrial revolution as today’s entrepreneurs, using open source design and 3-D printing, bring manufacturing to the desktop. In an age of custom-fabricated, do-it-yourself product design and creation, the collective potential of a million garage tinkerers and enthusiasts is about to be unleashed, driving a resurgence of American manufacturing. A generation of “Makers” using the Web’s innovation model will help drive the next big wave in the global economy, as the new technologies of digital design and rapid prototyping gives everyone the power to invent -- creating “the long tail of things”.
[More About This Book]   Oct-14-2012

 

Team Turnarounds: A Playbook for Transforming Underperforming Teams by Joe Frontiera, Dan Leidl

In today's uncertain economic environment, teams are asked to do more with less. With resources stretched thin, turning around a struggling team has never been harder, and managers must work to identify and maximize whatever potential strengths a team already has. As sports fans already know, behind every great underdog story is a leader who roots out the competitive advantage that will propel the team to victory. In Team Turnarounds, Joe Frontiera and Dan Leidl share how this fine art of the turnaround really works, from how to inspire the team to the actual tools for change.
[More About This Book]   Oct-07-2012

 

Work Happy: What Great Bosses Know by Jill Geisler

WORK HAPPY provides a practical, step-by-step guide, based on real-world experience, respected research, and lessons that will transform managers and their teams. It's a workshop-in-a-book, designed to produce positive, immediate and lasting results.

Whether the reader is an experienced manager, a rookie boss or an aspiring leader, WORK HAPPY will supercharge their skills and celebrate the values that make anyone look forward to going to work. Jill Geisler offers concrete steps for improving each element of management including collaboration, communication, conflict resolution, motivation, coaching, and feedback, so that everyone on the team-whether in the office or working offsite-can do their best.
[More About This Book]   Sep-30-2012

 

You Said What? The Biggest Communication Mistakes Professionals Make by Kim Zoller and Kelly Preston

Communication is presence. It is not about words or actions separately but about how those words and actions together translate into our overall message. Presence. It is the way we present ourselves. It is how we build consistent credibility through every mode of communication. You Said What? is a holistic view of how we communicate our message. Communication embodies many areas, and by being holistic -- looking at the big picture -- we can ensure that we are focusing on every way we present ourselves, not on just one area.
[More About This Book]   Sep-23-2012

 

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