Why? It is the competitive edge of new-era business—in any market and any economy.Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.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. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

    Ethical Leadership and Decision Making in Education: Applying Theoretical Perspectives to Complex Dilemmas, Second Edition: *demonstrates the application of different ethical paradigms (the ethics of justice, care, critique, and the profession) through discussion and analysis of real-life moral dilemmas that educational leaders face in their schools and communities;*addresses some of the practical, pedagogical, and curricular issues related to the teaching of ethics for educational leaders;*emphasizes the importance of ethics instruction from a variety of theoretical approaches; and*provides a process that instructors might follow to develop their own ethics unit or course.Part I provides an overview of why ethics is so important, especially for today's educational leaders, and presents a multiparadigm approach essential to practitioners as they grapple with ethical dilemmas. Part II deals with the dilemmas themselves. It includes a brief introduction to how the cases were constructed, an illustration of how the multiparadigm approach may be applied to a real dilemma, and ethical dilemmas written by graduate students that represent the kinds of dilemmas faced by practicing administrators in urban, suburban, and rural settings in an era full of complexities and contradictions. Part III focuses on pedagogy and provides teaching notes for the instructor. The authors discuss the importance of self-reflection on the part of both instructors and students, and model how they thought through their own personal and professional ethical codes as well as reflected upon the critical incidents in their lives that shape their teaching and frequently determine what they privileged in class.New in the Second Edition: *A completely new chapter emphasizing religious differences and presenting the contradictions between religion and culture;*A completely new chapter on testing, juxtaposing the paradox of accountability with responsibility;*Several new dilemmas focusing on higher education, recognizing that many educational leadership training programs include students with this focus; and*Changes throughout to update the text, including a discussion of recent scholarship in the field of ethical leadership.Ethical Leadership and Decision Making in Education: Applying Theoretical Perspectives to Complex Dilemmas, Second Edition is easily adaptable for a variety of uses with a wide range of audiences. It is equally valuable as a text for university courses related to the preparation of educational leaders and as a professional reference for aspiring and practicing administrators, teacher leaders, office personnel, and educational policy makers.

    Educators will find information on how to teach students to read based on evidence from a broad base of effective, well-designed research. Topics have been updated and added to better reflect current thinking in the field and address issues that have come to national and international attention for a number of reasons, including the recently released U.S. National Reading Panel report. The editors maintain a balance among theory, research, and effective classroom practice without presenting a formulaic view of good instruction or overly theoretical discussions in which practical applications of research findings are not adequately explored. The 17 chapters focus on research related to early reading instruction, phonemic awareness, comprehension, and many other topics. Each chapter concludes with "Questions for Discussion"; to encourage reflection on the topics discussed. Teacher educators will find this volume to be a valuable tool for preservice teacher preparation as well as graduate level courses. The professional development community, school administrators, and policymakers will also find it to be an indispensable resource as they seek to implement programs consistent with rapidly emerging legislative and policy mandates.

    But the prospect of sharing potentially negative news can be overwhelming. How do you construct your message so that it’s not only well received but also expressed in a way that encourages change?Whether you’re commending exemplary work or addressing problem behavior, the HBR Guide to Delivering Effective Feedback provides you with practical advice and tips to transform any performance discussion—from weekly check-ins to annual reviews—into an opportunity for growth and development. You’ll learn to:• Establish trust with your direct reports• Assess their performance fairly• Emphasize improvement, even in criticism• React calmly to a defensive feedback recipient• Recognize and motivate star performers• Create individualized development plansArm yourself with the advice you need to succeed on the job, from a source you trust. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges.

    Accessible and concise, this on-the-job companion offers expert guidance on all types of ""people"" issues, enabling managers and human resources professionals to:* Save time, money, and trouble* Increase employee productivity, satisfaction, and retention* Attract and hire the best candidates while avoiding the inferior ones** Handle tough issues like sexual harassment, Internet and e-mail usage, performance problems, and more -- fairly, sensitively, and legally.The HR Answer Book is an easy-to-use problem solver that can be read cover-to-cover or as a quick reference in specific situations. An appendix of tools, templates, and lists of additional resources completes this excellent and valuable guide."

    Marshall proposes a broader framework for supervision and evaluation that enlists teachers in improving the performance of all students. Emphasizing trust-building and teamwork, Marshall's innovative, four-part framework shifts the focus from periodically evaluating teaching to continuously analyzing learning. This book offers school principals a guide for implementing Marshall's framework and shows how to make frequent, informal classroom visits followed by candid feedback to each teacher; work with teacher teams to plan thoughtful curriculum units rather than focusing on individual lessons; get teachers as teams involved in low-stakes analysis of interim assessment results to fine-tune their teaching and help struggling students; and use compact rubrics for summative teacher evaluation.This vital resource also includes extensive tools and advice for managing time as well as ideas for using supervision and evaluation practices to foster teacher professional development.

    Effective, mission-focused communications can help organizations build strong identities, heightened reputations, and increased fundraising capability. Brandraising outlines a mission-driven approach to communications and marketing, specifically designed to boost fundraising efforts. This book provides tools and guidance for nonprofits seeking to transform their communications and marketing through smart positioning, branding, campaigns, and materials that leverage solid strategy and great creative, with a unique focus on the intersection of communications and fundraising.

    The solution? Collective efficacy (CE)--the belief that, through collective actions, educators can influence student outcomes and increase achievement. Educators with high efficacy show greater effort and persistence, willingness to try new teaching approaches, and attend more closely to struggling students' needs. This book presents practical strategies and tools for increasing student achievement by sharing:Rationale and sources for establishing CE Conditions and leadership practices for CE to flourish Professional learning structures/protocols

    It's not about brown nosing, schmoozing, or sucking up. It's about developing robust relationships with the people who have enormous influence over your career. Being able to effectively manage up is good for you, good for your boss, and good for your organization. Self-awareness is also a hallmark of success, and Managing Up will teach readers about themselves, too. One of the most effective insights is to understand your own personality and your boss's to see how you can adapt yours to theirs. In Managing Up, you will learn strategies to quickly assess who you are, and who your boss is, and then understand where and how you can align to move forward. (This works for spouses and partners, too.)

    But when you start hearing things like man-days, PSOs and stakeholders, it just makes it difficult to understand.So what do you really need to know about project management?Find out:Why setting clear goals matters How to estimate absolutely everything. How to get things back on track after they've gone wrong How to track big projects Why work/life balance matters when you're running a big project This clear and simple approach will mean you'll never panic when faced with a big project again.Read More in the Want You Need to Know Series and Get to Speed on the Essentials... Fast.

    This book is a superb introduction for new nonprofit executives, board members, and students. It is also an excellent refresher and reference for those of us who have been around the nonprofit sector for a while. It is well written, concise, and thought provoking." --J. Gregory Dees, Professor of the Practice of Social Entrepreneurship and Nonprofit Management at Duke University's Fuqua School of Business, and coauthor of Enterprising Nonprofits and Strategic Tools for Social Entrepreneurs"A very practical guide to understanding and managing the finances of a nonprofit organization. As nonprofits strive for greater accountability, Tom McLaughlin's real-world examples and accessible style make this book indispensable for nonprofit executives, managers, and board members at organizations of any size." --Gordon J. Campbell, President and CEO, United Way of New York City"Tom McLaughlin's powerful book is far more than a useful tool. It provides the philosophical approach to instill strong stewardship and future viability to those in the world of nonprofits. He takes apart the complex issues of nonprofit stewardship just as Einstein translated relativity into a simple equation. Purely masterful." --Jim Mellor, Senior VP, Chief Financial Officer, YMCA of the USANote: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

    These innovators across a variety of fields – from the arts to finance to tech – reveal that they’re more thoughtful, purposeful and assertive as leaders because they learned from their mistakes, not because they never made any. Interviewees include:* Cheryl Strayed, bestselling author of Wild* Anna Holmes, founding editor of Jezebel.com * Kim Gordon, founding member of the band Sonic Youth* Joanna Barsch, Director Emeritus of McKinsey & Company* Carol Dweck, Stanford psychology professor* Ruth Ozeki, New York Times bestselling author of Tale for the Time BeingAnd many more Ideal for millenials just starting their careers, for women seeking to advance at work, or for anyone grappling with issues of perfectionism, Mistakes I Made at Work features fascinating and surprising anecdotes, as well as tips for readers.

    The Essential HR Handbook is a quick-reference guide that sheds light on the issues that keep managers up at night. It is filled with information, tools, tips, checklists, and road maps to guide managers and HR professionals through the maze of people and legal issues, from recruiting and retaining the best employees to terminating poor performers. With this book, You'll learn how to effectively and efficiently:Individually manage each employee, starting on his or her first day. Manage a multi-generational workforce. Appraise job performance. Coach and counsel. Provide equitable pay, benefits, and total rewards strategies. Identify legal pitfalls and stay out of court. The Essential HR Handbook is the one HR guide every manager needs on his or her desk!

    If you want to be both passionate about what you do and successful, then you must take control of your professional destiny. Only you can determine who you are, what you can do, and where you want to go. If you are stuck in your career, frustrated at your position within a company, or bored with the profession you have chosen, then it is time to change your thinking. This book will hold your hand while you step back and evaluate where you started, where you are on your career path today, and most important, where you want to be tomorrow. Tired of your current job? Ready for the next steps? Eager to show the world everything you have to offer? Caitlin Friedman and Kimberly Yorio see it all the time: women derailing their careers because they believe that if they just sit quietly, work hard, and please their coworkers, someone upstairs will recognize their talents and dedication and deliver big rewards. But in today’s ultra-competitive workplace, nothing could be further from the truth. If you want your dream job with your dream salary, and all the opportunities and fulfillment that come with it, you have to stand up and go for it--without shame, guilt, or hesitation! The Girls’ Guide to Kicking Your Career into Gear gives you everything you need to decide what you want out of work and create a plan to make it happen. From how to negotiate a raise or a promotion to starting a new profession, Friedman and Yorio provide savvy, reassuring advice on how to successfully navigate every aspect of your career. Their sure-fire tools will show you how to:Sell yourself (without selling out)Master the secrets of the New Girls Network“Manage upward” to impress the right people, the right wayOvercome the fears—from public speaking to risk-taking--that hold you backCope with workplace underminers Ask for what you deserveFight the stereotypes that often keep women from moving up Based on interviews with more than 100 successful women who have shattered the glass ceiling and made great professional strides, The Girl’s Guide to Kicking Your Career into Gear is your ticket to taking charge of your career once and for all – and getting where you want to go.

    We're expected to be authentic but not too authentic. Professional but not stiff. Friendly but not an oversharer.As organizational consultants and regular people, we know what it's like to experience uncomfortable emotions at work - everything from mild jealousy and insecurity to panic and rage. Ignoring or suppressing what you feel hurts your health and productivity but so does letting your emotions run wild.In this book we'll help you figure out which emotions to toss, which to keep to yourself, and which to express in order to be both happier and more effective. We'll share the latest research and helpful tips, and reveal the surprising reason why you'll actually be more healthier and focused if you're less passionate about your job.Drawing on what we've learned from behavioural economics, psychology and our own experiences at countless organizations, we'll show you how to bring your best self (and your whole self) to work every day.