This title includes practical techniques and examples.

    The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

    For courses in Principles of Management, this title takes a traditional, balanced approach to the four functions of management.

    This comprehensive new edition of the top-selling PHR/SPHR Study Guide provides you expert preparation and review for these challenging exams as well as comprehensive coverage on labor relations, workforce planning, compensation, OSHA regulations.

    How did Tata transform itself from a family-owned business to one of the most professionally managed enterprises in the world? How did it become a world leader in an array of unrelated businesses—from steel and automobile manufacturing to hotels and IT consulting? What exactly is the ‘Tata Way’, which has earned it so much admiration and respect?This brief history of the Tatas charts the contribution of every Tata chairman—from Jamsetji Tata, who set up the company in 1868, to Ratan Tata and Cyrus Mistry—and explores the values at the heart of the Tata Group, as well as the role played in its development by the philanthropic trusts that own two-thirds of the company.For anyone curious about this Indian company that has become a leading global player, this book is the perfect introduction.

    In a rare look into Toyota's ability to consistently achieve breakthroughs that outperform the competition, The Elegant Solution explains what Toyota associates have know all along: its not about the cars. Rather, Toyota's astounding success is just the visible result of a hidden creative process that begins with a seven-digit number. One million. That's how many new ideas that Toyota organization implements every year. These ideas come from every level of the organization- from the factory floors to the corporate suites. And organizations all over the world want to learn how it's done. Now senior University of Toyota advisor Matthew May show how any company can achieve an environment of everyday innovation and discover the kinds of elegant solutions that hold the power to change the game forever. World-class benchmarks like Lexus, Prius, Scion- even Toyota's vaunted production system- are simply shining examples of elegant solutions.

    Cutting-edge international finance issues are presented along with a traditional treatment of international financial management.

    Tom Peters, author of the bestselling "In Search of Excellence" is once again ahead of the curve, and now demonstrates that the key to success in business future is total engagement, dynamism, speed, and independence.

    The evidence of that success is visible everywhere, from shop fronts and bus shelters to sporting arenas and smartphone screens.The company’s rise to this point has been rapid, but like any gambler worth their salt, Paddy Power has always succeeded in finding an edge. At the outset those innovations were modest, like offering odds on television shows and giving punters money back on losing bets, but as the company’s ambition grew, so too did its determination to stay one step ahead of the competition, whatever the cost…Impeccably researched and informed by dozens of insider interviews, Punters is the incredible story of how an unlikely band of misfits and visionaries bet on the future of the gambling industry and won big. But it’s also the story of how that victory may have come at an extraordinary cost – to their customers and society at large.

    Drawing on Lopp's management experiences at Apple, Netscape, Symantec, and Borland, this book is full of stories based on companies in the Silicon Valley where people have been known to yell at each other. It is a place full of dysfunctional bright people who are in an incredible hurry to find the next big thing so they can strike it rich and then do it all over again. Among these people are managers, a strange breed of people who through a mystical organizational ritual have been given power over your future and your bank account.Whether you're an aspiring manager, a current manager, or just wondering what the heck a manager does all day, there is a story in this book that will speak to you.

    First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident." --Arthur SchopenhauerThe Ponzi Factor is the most comprehensive research ever compiled on the negative-sum nature of capital gains (non-dividend stocks). The book shows why, as a whole, ALL investors will lose money from buying and selling stocks.Most people don’t realize that profits from buying and selling stocks come from other investors who are also buying and selling stocks. When one investor buys low and sells high, another investor is also buying high and needs to sell for even higher. Companies like Google, Telsa, Facebook never pay their investors. Their investors’ profits are dependent on the inflow of money from new investors, which by definition, is how a Ponzi scheme works.This book is not for everyone. If you are a finance junkie who wants to rationalize why companies don’t have to pay their investors and believe a system that shuffles money between investor can magically create more money than people contribute, then this book is not for you. On the other hand, if you understand why we can’t create money by shuffling it with imaginary paper, and that investors invest because they want money, not value, then you will learn something you will never forget: The mechanics of how the stock market works and what really makes a stock price move.A stock without dividends is a Ponzi asset. It’s not how equity instruments were designed to work historically and not how ownership instruments are supposed to work logically. The Ponzi Factor is not a perspective or an opinion. It is a proof that is based on definition, logic, and it is supported by observable facts and history. This is not a story that will disappear after another market crash. It is an idea that will remain relevant for as long as the stock market exists.Lastly, to critics, the naysayer, and the finance junkies who think the imaginary value = cash. The author will award $20,000 to anyone who can show why non-dividend stocks DO NOT meet the definition of a Ponzi scheme. That’s $20,000 in cash, not value. (Details on this book's website. The Ponzi Factor. Proof by Definition.)

    John Maxwell, America's #1 leadership authority, has mastered the art of asking questions, using them to learn and grow, connect with people, challenge himself, improve his team, and develop better ideas. Questions have literally changed Maxwell's life. In GOOD LEADERS ASK GREAT QUESTIONS, he shows how they can change yours, teaching why questions are so important, what questions you should ask yourself as a leader, and what questions you should be asking your team. Maxwell also opened the floodgates and invited people from around the world to ask him any leadership question. He answers seventy of them--the best of the best--including . . . What are the top skills required to lead people through difficult times?How do I get started in leadership?How do I motivate an unmotivated person?How can I succeed working under poor leadership?When is the right time for a successful leader to move on to a new position?How do you move people into your inner circle?No matter whether you are a seasoned leader at the top of your game or a newcomer wanting to take the first steps into leadership, this book will change the way you look at questions and improve your leadership life.

    Out of it you have to spin health, pleasure, money, content, respect, and the evolution of your immortal soul. This timeless classic is one of the first self-help books ever written and was a best-seller in both England and America. It remains as useful today as when it was written, and offers fresh and practical advice on how to make the most of the daily miracle of life.

    He answers questions such as how do organizations function and structure themselves?, how do their power relationships develop and their goals form? and by what processes do managers make important strategic decisions?. He shows how the elements for successful business strategy is rarely born in solitary contemplation suggesting that they often come together in the heat of battle.

    Lead to Succeed and You Won't Manage to Fail gives you an inside look at what it takes to not only become a great manager but a legendary leader. Written with the career focused leader in mind this book is a straight forward look at what successful leaders do to maximize their effectiveness both before and after they become managers. Whether you manage a small community organization or a large Fortune 500 company this book will help you become a more effective leader by providing you with an in depth insight into what great managers think about and consider when building a successful organization. Learn first hand what it takes to lead like a legend, because if you can lead well... you won't manage to fail.