Book by Smart, Bradford D.

    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.

    Due to the overlap of the mental health disciplines and of supervision modalities, the authors have integrated psychology, counseling, marriage and family therapy, and social work contributions into the central themes that dominate the study and practice of clinical supervision. The authors offer a comprehensive look at the supervision relationship that must develop if supervision is to be successful. In doing so, the book serves as a valuable resource for the practitioner as well as the scholar. The authors also address the professional issues of ethical and legal concerns, evaluation, and establishing a productive context for supervision; the practice issues of supervisor training and development; and the research issues affecting both the study and practice of supervision. Appendices offer additional resources. These include materials to assist the readers in training supervisors. They also include selected instruments that might be used by supervision researchers and practitioners. Clinical supervisors.

    

    This text introduces readers to the theory and research findings needed to understand how to make groups effective, and it helps build the skills required to apply that knowledge in practical situations.

    You’ll learn how to:• Stay in control under pressure• Defuse anger and hostility• Find out what the other side really wants• Counter dirty tricks• Use power to bring the other side back to the table• Reach agreements that satisfies both sides' needsGetting Past No is the state-of-the-art book on negotiation for the twenty-first century. It will help you deal with tough times, tough people, and tough negotiations. You don’t have to get mad or get even. Instead, you can get what you want!

    This practical guide will save time and effort, helping you identify the vital parts of a project and communicate those parts and duties to other team members.

    We look forward to sharing it with our grantees." --Tom Vander Ark, executive director, Education, Bill and Melinda Gates Foundation "Fullan articulates clearly the core values and practices of leadership required at all levels of the organization. Using specific examples, he convinces us that the key change principles are equally critical for leadership in business and education organizations." --John Evans, chairman, Torstar Corporation "In Leading in a Culture of Change, Michael Fullan deftly combines his expertise in school reform with the latest insights in organizational change and leadership. The result is a compelling and insightful exposition on how leaders in any setting can bring about lasting, positive, systemic change in their organizations." --John Alexander, president, Center for Creative Leadership "Michael Fullan's work is remarkable. He masterfully captures how leaders can significantly improve their learning and performance, even in the uncontrollable, chaotic circumstances in which they practice. A tour de force." --Anthony Alvarado, chancellor of instruction, San Diego City Schools "Too often schools and businesses are seen as separate and foreign places. Michael Fullan blends the best of knowledge from each into an exemplary template for improving leadership in both." --Terrence E. Deal, coauthor of Leading with Soul Business, nonprofit, and public sector leaders are facing new and daunting challenges--rapid-paced developments in technology, sudden shifts in the marketplace, and crisis and contention in the public arena. If they are to survive in this chaotic environment, leaders must develop the skills they need to lead effectively no matter how fast the world around them is changing. Leading in a Culture of Change offers new and seasoned leaders' insights into the dynamics of change and presents a unique and imaginative approach for navigating the intricacies of the change process. Michael Fullan--an internationally acclaimed expert in organizational change--shows how leaders in all types of organizations can accomplish their goals and become exceptional leaders. He draws on the most current ideas and theories on the topic of effective leadership, incorporates case examples of large scale transformation, and reveals a remarkable convergence of powerful themes or, as he calls them, the five core competencies. By integrating the five core competencies--attending to a broader moral purpose, keeping on top of the change process, cultivating relationships, sharing knowledge, and setting a vision and context for creating coherence in organizations--leaders will be empowered to deal with complex change. They will be transformed into exceptional leaders who consistently mobilize their compatriots to do important and difficult work under conditions of constant change.

    This works well in simple situations - but we are at a loss when this approach fails. What then?Lateral thinking is all about freeing up your imagination. Through a series of special techniques, in groups or working alone, Edward de Bono shows how to stimulate the mind in new and exciting ways.Soon you will be looking at problems from a variety of angles and offering up solutions that are as ingenious as they are effective. You will become much more productive and a formidable thinker in your own right.

    A hands-on, practical guide, "Practice of Adaptive Leadership" contains stories, tools, diagrams, cases, and worksheets to help managers develop their skills as leaders who are able to take people outside their comfort zones and address the toughest challenges.

    Teaching, for the First Time in the History of the World, the True Philosophy upon which all Personal Success is Built.“You Can Do It if You Believe You Can!”THIS is a course on the fundamentals of Success.Success is very largely a matter of adjusting one’s self to the ever-varying and changing environments of life, in a spirit of harmony and poise.

    Focusing on cutting-edge leadership, management systems, processes, procedures, and techniques, the authors synthesize changes such as: Increasing cultural diversity.Powerful new social responsibility initiatives.The arrival of a truly global marketplace. This is an inspiring book for managers, consultants, strategists, and leaders planning for success in the business world in the 21st century.

    Michelle Goodman, author of The Anti 9-to-5 Guide and self-proclaimed former “wage slave,” offers tips, advice, how-to’s, and everything else a woman needs to pursue a freelance career.Confused as to whether you should tell your clients that the odd gurgling sound during a conference call is emanating from the infant sleeping on your shoulder? Goodman answers all of the unusual questions that may arise for women exploring the freelance world. Far more than your normal business guidebook, My So-Called Freelance Life blends candid, humorous anecdotes from a wide variety of freelancers with Goodman’s own personal experiences as a creative worker for hire.Whether you’re a freelance first-timer or a seasoned creative professional, copyediting queen or web guru, My So-Called Freelance Life is an invaluable resource for anyone interested in freelancing.

    At Mach 2, the instrument panel of an F-15 is screaming out information, the horizon is a blur, the wingman is occupied, the jet is hanging on the edge -- and yet fighter pilots routinely handle the stress. It's not much different in today's unforgiving business world. One slipup and your company is bankrupt before your employees know what hit them.What works on the squadron level for F-15 pilots will also work for your marketing team, sales force, or research and development group. By analyzing the work environment and attacking its centers of gravity in parallel, you'll begin to utilize the Plan-Brief-Execute-Debrief-Win cycle that will rapidly impact your business's future success. U.S. fighter squadrons have been using this program for nearly fifty years to reduce their mistake rate, cut casualties and equipment losses, and rack up an envious victory record. Now, with Flawless Execution, your business can too.

    You also know what it takes to build that talent—and you spend significant financial and human resources to make it happen. Yet somehow, your company’s beautifully designed and well-benchmarked processes don’t translate into the bottom-line talent depth you need. Why?Talent management experts Marc Effron and Miriam Ort argue that companies unwittingly add layers of complexity to their talent building models—without evaluating whether those components add any value to the overall process. Consequently, simple processes like setting employee performance goals become multi-page, headache-inducing time-wasters that turn managers off to the whole process and fail to improve results.In this revolutionary book, Effron and Ort introduce One Page Talent Management (OPTM): a powerfully simple approach that significantly accelerates a company’s ability to develop better leaders faster. The authors outline a straightforward, easy-to-use process for designing results-oriented OPTM processes: base every process on proven scientific research; eliminate complexity by including only those components that add real value to the process; and build transparency and accountability into every practice.Based on extensive research and the authors’ hands-on corporate and consulting experience with companies including Avon Products, Bank of America, and Philips, One Page Talent Management shows how to:• Quickly identify high potential talent without complex assessments• Increase the number of “ready now” successors for key roles• Generate 360 feedback that accelerates change in the most critical behaviors• Significantly reduce the time required for managers to implement talent processes• Enforce accountability for growing talent through corporate culture, compensation, etc.A radical new approach to growing talent, One Page Talent Management trades complexity and bureaucracy for simplicity and a relentless focus on adding value to create the high-quality talent you need—right now.