The author shows how each manager must be a human resource problem solver. The tenth edition emphasises the most relevant and up-to-date practices.

    Jones and George are dedicated to the challenge of "Making It Real" for students. The authors present management in a way that makes its relevance obvious even to students who might lack exposure to a "real-life" management context. This is accomplished thru a diverse set of examples, and the unique, and most popular feature of the text, the "Manager as a Person" Chapter 2. This chapter discusses managers as real people with their own personalities, strengths, weaknesses, opportunities, and problems and this theme is carried thru the remaining chapters. This text also discusses the importance of management competencies--the specific set of skills, abilities, and experiences that gives one manager the ability to perform at a higher level than another in a specific context. The themes of diversity, ethics, globalization, and information technology are integrated throughout.

    For centuries, we have learned what's not taught through our own experiences and the stories of others. Even today, only 3 per cent of leadership development occurs due to classroom training and coursework. In fact, for most managers, the penny drops only when we are at the end of our careers. R. Gopalakrishnan, author of the best-selling The Case of the Bonsai Manager, has many stories to tell. With forty-three years corporate experience across countries, each story recounted here has taught him a valuable lesson in some intuitive way. Each one is narrated here for you to allow you to reflect and learn for yourself how to improve and develop. Using the framework of the Tata Management Training Centre (TMTC) and the Center for Creative Leadership (CCL), Gopalakrishnan explores: The three worlds of the manager—the inner world, the world of relationships and the world of getting things done. *The importance of emotional quotient (EQ) to progress as well as intelligence to get ahead in your career. *The deadly personal qualities of bonsai-trapped leaders. *The deadly traps for organizations. When the Penny Drops: Learning What's Not Taught encourages you to reflect on yourself. It will help you learn by identifying the success mantras embedded in you and releasing the lessons that might be entrapped within yourself.

    He shows how to manage your own psychology and your operations, be it working with co-founders, building a culture, or managing a board of directors. Brian also reveals the secrets of scaling a business and best practices for raising venture capital in Latin America. You will develop an understanding of the most critical parts of an investor term sheet, and gain perspective into the inner workings of the venture capital game.

    There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Every so often employees are sent to “Brainstorm Island”: an off-site replete with trendy lectures, creative workshops, and overenthusiastic facilitators. But once they return, it’s back to business as usual.Innovation experts Paddy Miller and Thomas Wedell-Wedellsborg suggest a better approach. They recommend that leaders at all levels become “innovation architects,” creating an ecosystem in which people engage in key innovation behaviors as part of their daily work.In short, this book is about getting to a state of “innovation as usual,” where regular employees—in jobs like finance, marketing, sales, or operations—make innovation happen in a way that’s both systemic and sustainable.Instead of organizing brainstorming sessions, idea jams, and off-sites that rarely result in success, leaders should guide their people in what the authors call the “5 + 1 keystone behaviors” of innovation: focus, connect, tweak, select, stealthstorm, (and the + 1) persist:• Focus beats freedom: Direct people to look only for ideas that matter to the business• Insight comes from the outside: Urge people to connect to new worlds• First ideas are flawed: Challenge people to tweak and reframe their initial ideas• Most ideas are bad ideas: Guide people to select the best ideas and discard the rest• Stealthstorming rules: Help people navigate the politics of innovation• Creativity is a choice: Motivate everyone to persist in the five keystone behaviorsUsing examples from a wide range of companies such as Pfizer, Index Ventures, Lonza, Go Travel, Prehype, DSM, and others, Innovation as Usual lights the way toward embedding creativity in the DNA of the workplace.So cancel that off-site. Instead, read Innovation as Usual—and put innovation at the core of your business.

    

    Willis Johnson, the founder of Copart [CPRT], offers up a personal and inspirational account of this journey to the top including lessons he learned from love, war and building a global, multi-billion dollar business. Even at the pinnacle of success, Willis remained grounded in his family-first values. His stories will inspire and provoke the entrepreneur in everyone to start building their dream.

    But starting in the late 1990s, shocking reports emerged that showed this was far from the truth. Treatment-related deaths or “complications” were found to be the fifth leading cause of death for Americans, and hundreds of thousands of patients were being harmed by botched medical procedures.Spurred by the quality crisis, a group of visionary physicians led by Donald Berwick and Paul Batalden embarked on a study of industrial “quality improvement” techniques, daring to apply them to the practice of medicine despite resistance from the medical community. The Best Practice tells the story of this burgeoning movement, and of how the medical landscape is being radically transformed—for the better.

    Discover the mindsets of the best, install the rituals of the icons, run the habits of the heroes and massive improvements will be yours for the taking. In The Little Black Book of stunning success, Robin Sharma - one of the true masters of leadership + elite performance on the planet - shares the potent insights that have helped so many people just like you do legendary work, live remarkable lives and lift everyone around them in the process. If you're truly ready to live your dreams, this book is your fuel. Dream. Dare. Lead. Learn. Craft. Create. Produce. Perfect. Iterate. Optimize. Inspire. Impact. Win. Repeat. Push. Rest. Love. Live.

    The digital transformation demands that we focus our attention on experiences and outcomes. Business leaders and their organizations must shift to keeping promises—no matter how their customers interact with them.But organizations no longer control the conversation. In this era of social and mobile technology, customers, employees, suppliers, and partners are in direct communication with one another. Those personal networks and the brands they’re passionate about influence their decision making and their spending.The workforce has changed too. Employees expect to be able to determine when and how they will work, the technology they’ll use, and the values their company will espouse.Organizations can take part in this conversation only if they recognize how and where it’s happening. Resisting these changes will leave executives, managers, and their companies powerless. Organizations must pivot with and ahead of these social, organizational, and technological shifts or risk being left behind.Technology guru Ray Wang shows how organizations can surf the waves of change—how they can keep their promises. Current trends, when taken seriously, require a new way of thinking about business that includes five key areas:1. Consumerization of technology and the new C-suite2. Data’s influence in driving decisions3. Digital marketing transformation4. The future of work5. Matrix commerceDigital disruption has changed how we do our work. But by mastering these trends you’ll delight your customers with every interaction.

    Patrick Collins, an internationally recognized expert on the subject, offers an original, comprehensive guide to maximizing negotiation skills, whether in a one-on-one encounter or a larger, more formal negotiating session.Collins explains what negotiation is and isn’t (“negotiation is not confrontation”) and discusses ways to overcome the fear of negotiation, strategies for gaining the upper hand by manipulating the environment, and tactics tailored to negotiation type. What he offers is much more than just a guide to “magic words” or a collection of case studies; Collins provides a hard-working handbook on assessing situations and pinpointing the appropriate techniques for any given circumstance. There’s great real-life advice, including details on how to negotiate at restaurants and hotels. The tips are often surprisingly, almost shockingly simple and logical—such as the suggestion to get in line behind a belligerent customer to boost your own chances for success. Readers will come away with a set of “guerrilla negotiating” tactics, and a better understanding of:• when to continue talking and when to walk away• how to identify words that sabotage your best efforts• how to identify cultural customs that will smooth the process• how to bluff for maximum effectivenessEach chapter concludes with “key thoughts” that summarize the main lessons in the preceding pages.Viewing negotiation as both science and art, Collins will help executives, managers, and almost anyone master the skills to have the upper hand in any situation.

    For the first time ever, these 48 invaluable answers have all been compiled into one handy reference – no stone is left unturned. Amongst other things, you’ll finally know how to: Market, sell, and keep clients (pg 33) Get your career started right (pg 13) Deal with all possible objections (pg 65) Deal with difficult client types (pg 79) Become more organized and efficient every day (pg 91) Turn your job into a career by making more money both in-training, and beyond (pg 139). With the Personal Trainer Pocketbook by your side, you’ll never be alone again.

    While most B2B startups obsess over scalability and tracking, Drift takes a different approach. In This Won't Scale, you'll find insider lessons and plays from the Drift Marketing team that have helped the business grow at a hypergrowth rate. It contains 41 plays organized into easy-to-read and reference chapters. Keep it on your desk, thumb through it when you're looking for inspiration and come back to it over time. You’ll discover not only Drift's abnormal approach, but also hear never-before-told stories and learn how to implement Drift's marketing plays into your own marketing strategy.

    With controversial ideas and funny stories, it covers topics that readers will recognize from their course and some new but equally important areas to challenge their thinking. Part of a highly popular new series this book will make you better able to question and understand this burgeoning field.