Business and Management Books
Springer The Internationalization of the Japanese Economy Developments in Oncology 59
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£123.49
Springer An International Comparison of Workers Compensation 11 Huebner International Series on Risk Insurance and Economic Security
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£123.49
Springer Managing the Insolvency Risk of Insurance Companies Proceedings of the Second International Conference on Insurance Solvency 12 Huebner on Risk Insurance and Economic Security
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£170.99
Springer Workers Compensation Insurance Claim Costs Prices and Regulation 16 Huebner International Series on Risk Insurance and Economic Security
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Springer The Rules of the Game in the Global Economy Policy Regimes for International Business
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£123.49
Springer Free Trade within North America Expanding Trade for Prosperity Proceedings of the 1991 Conference on the Southwest Economy Sponsored by the Federal Reserve Bank of Dallas
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Springer The Ethics of Business in a Global Economy 4 Issues in Business Ethics
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Springer Financial Management of Life Insurance Companies 17 Huebner International Series on Risk Insurance and Economic Security
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Springer Multinational Corporations and the Impact of Public Advocacy on Corporate Strategy Nestle and the Infant Formula Controversy 6 Issues in Business Ethics
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Springer Insurance Risk Management and Public Policy Essays in Memory of Robert I Mehr 18 Huebner International Series on Risk Insurance and Economic Security
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Springer Forecasting Profit
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Springer BonusMalus Systems in Automobile Insurance 19 Huebner International Series on Risk Insurance and Economic Security
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Springer Imperfect competition in international trade
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Springer Targeting the Foreign Direct Investor Strategic Motivation Investment Size and Developing Country InvestmentAttraction Packages
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Springer Management and Control of Foreign Exchange Risk
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Springer Negotiation Processes Modeling Frameworks and Information Technology
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Springer The Path to European Economic and Monetary Union
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Springer Statistical Models for Strategic Management
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Springer Life Insurance Theory Actuarial Perspectives
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Simon And Schuster Group USA Right Away and All At Once
Book Synopsis
£999.99
Potter/Ten Speed/Harmony/Rodale Thrive
Book Synopsis
£15.72
Currency Triggers
Book SynopsisBestselling author and world-renowned executive coach Marshall Goldsmith examines the environmental and psychological triggers that can derail us at work and in life.Do you ever find that you are not the patient, compassionate problem solver you believe yourself to be? Are you surprised at how irritated or flustered the normally unflappable you becomes in the presence of a specific colleague at work? Have you ever felt your temper accelerate from zero to sixty when another driver cuts you off in traffic?Our reactions don’t occur in a vacuum. They are usually the result of unappreciated triggers in our environment—the people and situations that lure us into behaving in a manner diametrically opposed to the colleague, partner, parent, or friend we imagine ourselves to be. These triggers are constant and relentless and omnipresent. So often the environment seems to be outside our control. Even if that is true, as Goldsmith points out, we have a choice in how we respond.In Triggers, his most powerful and insightful book yet, Goldsmith shows how we can overcome the trigger points in our lives, and enact meaningful and lasting change. Goldsmith offers a simple “magic bullet” solution in the form of daily self-monitoring, hinging around what he calls “active” questions. These are questions that measure our effort, not our results. There’s a difference between achieving and trying; we can’t always achieve a desired result, but anyone can try. In the course of Triggers, Goldsmith details the six “engaging questions” that can help us take responsibility for our efforts to improve and help us recognize when we fall short.Filled with revealing and illuminating stories from his work with some of the most successful chief executives and power brokers in the business world, Goldsmith offers a personal playbook on how to achieve change in our lives, make it stick, and become the person we want to be.
£22.50
Hill & Wang Priceless
Book SynopsisPrada stores carry a few obscenely expensive items in order to boost sales for everything else (which look like bargains in comparison). People used to download music for free, then Steve Jobs convinced them to pay. How? By charging 99 cents. That price has a hypnotic effect: the profit margin of the 99 Cents Only store is twice that of Wal-Mart. Why do text messages cost money, while e-mails are free? Why do jars of peanut butter keep getting smaller in order to keep the price the same? The answer is simple: prices are a collective hallucination.In Priceless, the bestselling author William Poundstone reveals the hidden psychology of value. In psychological experiments, people are unable to estimate fair prices accurately and are strongly influenced by the unconscious, irrational, and politically incorrect. It hasn''t taken long for marketers to apply these findings. Price consultants advise retailers on how to convince consumers to pay more for less, and negotiation
£16.15
McGraw-Hill Education Be a Recruiting Superstar
Book SynopsisNetwork marketing - also known as direct selling and multi-level marketing - has turned millions of people into successful business owners. But to truly reach their earning potential, network marketers need to successfully grow their business by recruiting the right people. Written by a true network marketing superstar who personally signed over one thousand people in her first year, the book reveals a proven, innovative approach to recruiting that gets results fast.Filled with advice and inspiration, as well as helpful worksheets and exercises, this indispensable guide gives network marketers the know-how and confidence they need to grow their enterprise and become top earners.Table of Contents CONTENTS Foreword by Betty Palm ix Introduction 1 Part I: Prepare to Recruit 7 Chapter One: Why People Become Network Marketers and Why They Don't 9 Chapter Two: Recruiting Principles That Will Transform Your Business 13 Chapter Three: How to Connect with More People 23 Chapter Four: How Much Do You Know About Network Marketing? 27 Chapter Five: Assemble Your Tools 32 Chapter Six: Develop Your Personal Success Story 35 Part II: Identify Your Best Prospects 39 Chapter Seven: Get Ready to Connect! 41 Chapter Eight: Recruiting Your Customers 45 Chapter Nine: Recruiting at Parties 51 Chapter Ten: Approaching People Who Need the Money 62 Chapter Eleven: Turning Parents On to Your Business Opportunity 67 Chapter Twelve: Identifying Hot Prospects by Their Careers 71 Chapter Thirteen: Connecting with People Who Have Been in the Business Before 77 Chapter Fourteen: Embracing Ethnic Diversity 82 Chapter Fifteen: Helping Business Owners Switch 86 Chapter Sixteen: Peacocks and Other Hot Prospects 89 Chapter Seventeen: Why Your Business Will Appeal to Achievers 108 Chapter Eighteen: Helping Gen Ys Realize Their Dreams 113 Chapter Nineteen: Helping Gen Xs Get What They Want 119 Chapter Twenty: Brightening the Future for Baby Boomers 123 Chapter Twenty-One: Women and Network Marketing 126 Chapter Twenty-Two: Men and Network Marketing 130 Chapter Twenty-Three: Recruiting Couples 134 Chapter Twenty-Four: Recruiting Close to Home 138 Chapter Twenty-Five: Building a Part-Time Army 144 Chapter Twenty-Six: Prospect Shopping 148 Chapter Twenty-Seven: How to Get Referrals 157 Part III: Turning Knowledge into Practice 161 Chapter Twenty-Eight: The Dress Rehearsal 163 Chapter Twenty-Nine: Approaching Your Prospects 168 Chapter Thirty: The Recruiting Interview 174 Chapter Thirty-One: The Business Seminar 178 Chapter Thirty-Two: Loving Objections 184 Part IV: Are You a Recruiting Superstar? 193 Chapter Thirty-Three: Your Personal Recruiting Style 195 Chapter Thirty-Four: Give Your New Recruits the Best Possible Start 202 Index 205
£13.49
McGraw-Hill Education Quick Emotional Intelligence Activities for Busy Managers 50 Team Exercises That Get Results in Just 15 Minutes
Book SynopsisIssues like lack of trust and commitment, unresolved conflicts, and the inability of individuals to understand how their actions impact others often stop the most promising teams from delivering great results. This simple, easy-to-use book gives busy managers activities they can use to help their employees improve their levels of emotional intelligence and become more effective. The exercises included will help employees deal with anger and emotional triggers, pick up on cues from teammates, encourage communication, and much more.Table of Contents "Acknowledgments Introduction CHAPTER 1 A Guide to the 50 Activities CHAPTER 2 What You’ll See for Each Activity Purpose Why is this Important? How to Set the Stage When to Use this Activity Materials Key Questions A Word of Caution Variations Asking for Commitment CHAPTER 3 How to Use this Book Before the Activity During the Activity After the Activity CHAPTER 4 For the Leader Your Mindset/Role Model Learn More Reinforce Behaviors Timing and Readiness As Your Team Develops What If CHAPTER 5 The Activities EQ #1 Mood Check EQ #2 I Can Top That EQ #3 Lead Balloons EQ #4 When Things Go Wrong EQ #5 Helium Balloons EQ #6 Hair Triggers or Hot Buttons EQ #7 Spirit Killers EQ #8 UP EQ #9 Strung Tight EQ #10 Team Trophies EQ #11 Thank You for the Gifts EQ #12 Who Said That EQ #13 Choir Director EQ #14 5 Team Strengths EQ #15 5 Team Weaknesses EQ #16 Speak Up EQ #17 Keep Your Eye on the Eye EQ #18 My Dirty Dozen EQ #19 Search Warrants EQ #20 PFAT Self-Scan EQ #21 PFAT Group Scan EQ #22 People and Events in the News EQ #23 Tuning In EQ #24 But I Didn’t Mean… EQ #25 Trading Spaces EQ #26 What Else? EQ #27 Channel Surfing EQ #28 Voices in Harmony EQ #29 Color My World EQ #30 And Now a Word from Our Sponsor EQ #31 Emotional Trophies EQ #32 Secret Admirer EQ #33 Accomplishments Flower Garden EQ #34 Profiles in Respect EQ #35 Perfect Team EQ #36 Gut Check EQ #37 Timed Reflection EQ #38 Best Failure EQ #39 First Impression EQ #40 I Think, I Feel EQ #41 Cartoon Characters EQ #42 Throwing Rocks EQ #43 The Pause Button EQ #44 The Pause Elf EQ #45 Best Practices EQ #46 Heroes EQ #47 It’s in the Air EQ #48 My Mantra EQ #49 Flying Values EQ #50 What’s Different Recommended Resources Index"
£14.24
McGraw-Hill Education The EQ Interview
Book SynopsisAuthor Adele Lynn gives business leaders the skills and understanding they need to assess candidates’ emotional intelligence and ensure they’re the right fit for the job.Smart hiring managers know that emotional Intelligence (EQ) is a key indicator of success. What they don’t know is how best to spot it.The EQ Interview explains the five key areas of emotional intelligence and how these competencies enhance job performance, and then then arming interviewers with more than 250 behavior-based questions specially formulated to help determine how applicants have exhibited and leveraged their EQ skills in the past.In this helpful guide, hiring managers and business professionals will learn: How to spot the right candidates for the job from the start, how they can analyze and interpret answers to predict future success, and how to spot “EQ frauds” to avoid costly hiring mistakes. Table of Contents CONTENTS 1 Introduction 1 2 The Five Areas of Emotional Intelligence and the EQ Job Competencies 7 3 Self-Awareness 15 Competency 1: Impact on Others 16 Competency 2: Emotional and Inner Awareness 20 Competency 3: Accurate Assessment of Skills and Abilities 26 4 Self-Control or Self-Management 33 Competency 1: Emotional Expression 35 Competency 2: Courage or Assertiveness 39 Competency 3: Resilience 42 Competency 4: Planning the Tone of Conversations 47 5 Empathy 53 Competency 1: Respectful Listening 54 Competency 2: Feeling the Impact on Others 56 Competency 3: Service Orientation 58 6 Social Expertness 65 Competency 1: Building Relationships 68 Competency 2: Collaboration 71 Competency 3: Conflict Resolution 74 Competency 4: Organizational Savvy 78 7 Personal Influence: Influencing Self 85 Competency 1: Self-Confidence 86 Competency 2: Initiative and Accountability 91 Competency 3: Goal Orientation 94 Competency 4: Optimism 98 Competency 5: Flexibility and Adaptability 101 8 Personal Influence: Influencing Others 111 Competency 1: Leading Others 112 Competency 2: Creating a Positive Work Climate 116 Competency 3: Getting Results Through Others 121 9 Mastery of Purpose and Vision 129 Competency 1: Understanding One’s Purpose and Values 130 Competency 2: Taking Actions Toward One’s Purpose 133 Competency 3: Authenticity 135 10 The EQ Fraud and Other Warning Signs 141 All One-Sided: Too Good to Be True 142 Other Behavior Trends 146 A Word About Instinct 151 11 A Final Word 153 Appendix 1. Emotional Intelligence Table of Competencies 157 Appendix 2. Questions by Area and Competencies 161 Index 181 About the Author 185
£11.40
McGraw-Hill Education How to Make It Big as a Consultant
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£13.29
McGraw-Hill Education Nice Teams Finish Last
Book SynopsisThis guide provides the antidote to the common tendency of conflict, giving managers, team leaders, members, and facilitators the practical support they need to battle “the nice trap” and start getting results.Conflict naturally exists in most organizations--even in those that never make waves. In the case of the more subdued teams, author Brian Miller explains that there’s a much deeper problem going on: the conflict doesn’t go away, but instead it manifests itself in passive-aggression, mediocrity, and a molasses-like inability to get anything done.In Nice Teams Finish Last, you will learn: how to hone skills such as constructive criticism, provide clear and honest communication, and discover how to lean in to the kind of conflict that drives innovation and quality without hurting feelings or creating enemies. Clear, sharp feedback, and constructive challenges are just what teamsTable of Contents Contents Acknowledgments Introduction 1. NICE Teams Are . . . Well, NICE! 2. The Opposite of NICE Is MEAN, Isn’t It? 3. The Sweet Spot Between NICE and FIERCE: BOLD 4. BOLD Principles 5. BOLD Feedback 6. BOLD Requests 7. BOLD Disagreements 8. Become BOLD Appendix 1: NICE Team Assessment Appendix 2: Team Member Style Assessment Appendix 3: BOLD Conversation Assessment Appendix 4: BOLD Feedback Planning Sheet Appendix 5: BOLD Request Planning Sheet Index About the Author
£14.11
McGraw-Hill Education The Diversity Training Activity Book 50 Activities for Promoting Communication and Understanding at Work
Book SynopsisWith our workforce becoming increasingly diverse, encouraging sensitivity and understanding in the workplace is a top priority for businesses everywhere. The Diversity Training Activity Book addresses such fundamental issues as change, communication, gender at work, and conflict resolution. Tested with hundreds of participants to ensure the appropriateness and effectiveness for a variety of diversity training needs, the simple activities in this book will help employees at all levels cope with cultural and gender differences and master new skills for communicating more effectively.Filled with activities, role playing exercises, sample icebreakers, and case studies, this book will help all employees create a more harmonious, open workplace no matter what their cultural background.Table of Contents Contents Preface v Symbols 1 Introduction 3 Part 1—DIVERSITY ICEBREAKERS 1.Name That Feeling 13 2.Diversity Letter Game 15 3.Who Do You Know? 17 4.Time Marches On 19 5.Back to the Future 21 6.Into the Future 23 7.Cultural Hat Dance 25 8.Take Your Pick—Learning Styles 27 9.Political Savvy 29 10.Head in the Clouds, Nose to the Grindstone 31 Part 2—CULTURE AND DIVERSITY 11.Introductions 35 12.Understanding the Impact of Culture on Work 37 13.Ups and Downs 43 14.Personal Influences 45 15.The Way It Is: The Real Issues 51 16.What Is Culture? The Iceberg Theory 53 17.Cultural Baggage 57 18.First Thoughts 59 19.Points of View 65 20.Seeing Is Believing, or Is It? 69 21.Communicating Our Way 75 22.DESO Model of Intercultural Communication 79 23.Qualities That Make a Difference 89 24.Addressing Language Barriers 93 25.Action Plan103 26.The Impact of Change 107 Part 3—CHANGE, COMMUNICATION, AND CONFLICT RESOLUTION 27.Dealing with Change: Barriers and Strategies 115 28.Self-Assessment Regarding Change 121 29.Introduction to Listening: A Self-Inventory 125 30.Name Your Partner 131 31.Non-Verbal Communication 133 32.Self-Talk 143 33.Coaching Across Cultures 157 34.Multicultural Team Building 171 35.Addressing Conflict Resolution 183 36.Resolving Disputes: Skills for Third-Party Intervention 203 Part 4—GENDER AT WORK 37.Historical Overview 221 38.Gender Issues at Work 229 39.Written and Unwritten Rules 237 40.Inclusion—Exclusion 245 41.Gender Tapes: Decades on Parade 247 42.Myths and Stereotypes: Old Wives’ Tales 255 43.First and Lasting Thoughts 259 44.Strategies for Success 263 45.Communicating Across Gender 269 46.Worlds Apart—or Is It Words Apart? 277 47.Communication Style 285 Part 5—CULTURE AND CAREER TRANSITIONS 48.Identifying Your Values: An Exploration 299 49.Reviewing Your Itinerary 305 50.Finding the Right Boss: Getting Back on the Right Track 313 Index 317 About the Authors 323 Files for the Exercises, Overhead Transparencies, Handouts are online at: www.amacombooks.org/go/Diversity
£21.84
£17.09
McGraw-Hill Education The 11 Laws of Likability Relationship Networking Because People Do Business with People They Like
Book Synopsis We all know that networking is important, and that forming relationships with others is a vital part of success. But sometimes it seems like networking removes all emotions from the equation and focuses only on immediate goals…whereas the kind of relationships that have true staying power, give us joy, and support us in the long run are founded on simply liking each other. This book, featuring activities, self-assessment quizzes, and real-life anecdotes from professional and social settings, shows readers how to identify what’s likable in themselves and create honest, authentic interactions that become “wins” for all parties involved. Readers will discover how to: • Start conversations and keep them going with ease • Convert acquaintances into friends Table of Contents CONTENTS Acknowledgments xi Introduction 1 PART A. Before the Conversation: Get Real 1. The Law of Authenticity 8 2. The Law of Self-Image 26 3. The Law of Perception 45 4. The Law of Energy 68 PART B. The Conversation: Always Have It 5. The Law of Curiosity 92 6. The Law of Listening 112 7. The Law of Similarity 130 8. The Law of Mood Memory 145 PART C. After the Conversation: Build Relationships 9. The Law of Familiarity 166 10. The Law of Giving 184 11. The Law of Patience 201 Conclusion: Putting the Book into Action 214 Notes 217 Index 219
£13.29
McGraw-Hill Education The AMA Handbook of Business Documents Guidelines and Sample Documents That Make Business Writing Easy
Book SynopsisYour companyâs identity, products, services, and strengths are all represented by its written communications. From business plans and sales presentations to newsletters and e-mail marketing, the way the company comes across on a page or screen can make the difference between big success and big trouble.The AMA Handbook of Business Documents takes the guesswork out of preparing firstclass written pieces of every type. Packed with dozens of sample documents and practical tips, this handy guide is everything you need to create: Proposals Memos E-mails Press releases Collection letters Speeches Technical, research and lab reports Sales letters Policies and procedures Warning letters Announcements Suited equally to executives, entrepreneurs, managers, and administrative staff anyone charged with putting a businessâs intentions into words The AMA Handbook of Business Documents is a versatile, powerful, and indispensable tooTable of Contents C O N T E N T S INTRODUCTION vii ACKNOWLEDGMENTS ix SAMPLE BUSINESS DOCUMENTS Abstracts, 1 Acceptance Letter, 3 Acknowledgment Letter, 5 Adjustment Letter, 7 Announcement Letter, 9 Annual Report, 11 Application Letter, 18 Brochures, 20 Business Letter, 25 Business Letter Writing Style, 28 Business Letter Format, 28 Business Plan, 33 Collection Letter, 42 Commendation Letter, 44 Complaint Letter, 46 Cover Letters, 48 Directives, 50 Email, 52 Endorsement Letter, 54 Forms, 57 Fund-Raising Letter, 60 Grant Proposals, 62 Instructions, 70 Introductions, 72 Inquiry Letter, 74 Job Descriptions, 77 Job Offer Letter, 79 Meeting Agenda, 81 Meeting Minutes, 82 Corporate Minutes, 82 Corporate Resolutions, 83 Memorandum, 85 Mission Statements, 86 Newsletters, 87 Newsletter Articles, 90 Notices, 91 Permission Letter, 95 Policies, Rules, or Guidelines, 98 PowerPoint Presentations, 100 Planning a Presentation, 102 Press Releases, 105 Procedures, 107 Progress Reports, 110 Proposals, 114 Questionnaires and Surveys, 125 Reference Letters, 129 Refusal Letter, 131 Reports, 133 Memorandum Report, 133 Letter Report, 133 Short Report, 133 Formal Report, 134 Request Letters, 145 Research Report, 147 Resignation Letter, 150 Résumés, 152 Sales Letters, 156 Seasonal Correspondence, 160 Specifications, 162 Speeches and Oral Presentations, 166 Summaries, 172 Termination of Employment Letter, 176 Training Manual, 178 Trip Report, 192 User Guide, 193 Warning Letter, 200 Web Sites, 202 White Papers, 205
£14.39
McGraw-Hill Education I Got My Dream Job and So Can You 7 Steps to
Book Synopsis Recent graduates looking to enter the workforce face a discouraging job market and stiff competition for even the most entry-level positions. Yet with the right attitude and strategies, they can break into any organization in any industry and start climbing the ladder to success. When he was only 21 years old, Pete Leibman landed his “dream job,” working in the front office of the NBA’s Washington Wizards. He went on to be their #1 salesperson for three straight seasons and was promoted to management in under two years. In I Got My Dream Job and So Can You, Leibman shares his proven and simple system for career success. He shows readers how to: • Think big and identify what they want from their career Table of Contents CONTENTS Acknowledgments ix Introduction: My Story and Why You Should Read This Book 1 Part I Getting Your Dream Job Is S.I M.P.L.E. Chapter 1: Most Career Advice Is Wrong 13 Chapter 2: Start (Step #1) 26 Chapter 3: Identify (Step #2) 41 Chapter 4: Makeover (Step #3) 63 Chapter 5: Plan (Step #4) 92 Chapter 6: Look (Step #5) 116 Chapter 7: Execute (Step #6) 145 Part II Skyrocket Your Career with Step #7 (B.E.P.R.O.) Chapter 8: Belief (Success Secret #1) 173 Chapter 9: Excellence (Success Secret #2) 182 Chapter 10: Performance (Success Secret #3) 192 Chapter 11: Relationships (Success Secret #4) 201 Chapter 12: Out-of-Office Life (Success Secret #5) 213 Chapter 13: Be an Entrepreneur 222 Conclusion 230 Appendix A: Leibman’s Lexicon—The New Glossary for Career Success 233 Appendix B: Leibman’s Lists—The Top Resources for Ambitious Young Professionals 237 Index 240 About the Author 246
£12.34
McGraw-Hill Education The Customer Service Survival Kit What to Say to Defuse Even the Worst Customer Situations
Book Synopsis The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisisTable of Contents CONTENTS Foreword by Carol Roth xiii Acknowledgments xv Introduction 1 PART I WHY WORST-CASE SCENARIOS MATTER 5 Chapter 1 Understanding the ``Uh-Oh’’ Moment 7 Why Worst-Case Scenarios Are Important 8 Good Intentions Are Not Enough 11 PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS 15 Chapter 2 Leaning Into Criticism 17 Step 1: Hand Their Complaints Back to Them 19 Step 2: Use ``Wow’’ Words 20 Step 3: Steal All Their Good Lines 22 Step 4: Never Defend Yourself First 23 Why Leaning In Is So Hard 25 Putting Learning into Practice 27 Chapter 3 Achieving Deep Acknowledgment 28 Why We Don’t Acknowledge Demanding Customers 29 The Four Powerful Levels of Response 30 Acknowledgment: Your Key to Handling Any Situation 37 Putting Learning into Practice 38 Chapter 4 Avoiding Trigger Phrases 40 The Other Golden Rule 41 Trigger Phrases and How You Can Avoid Them 42 Less Is Often More 48 Putting Learning into Practice 49 Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News 51 Step 1: A Good Introduction That Prepares the Customer 52 Step 2: A Proactive Summary That Moves the Customer Toward a Solution 55 Step 3: An Empathetic Response to the Customer’s Reactions 57 Putting Learning into Practice 60 Chapter 6 Powerful Problem Solving: Beyond ``Yes We Can’’ and ``No We Can’t’’ 62 Step 1: Clarify the Other Person’s Needs 63 Step 2: Frame Your Response 64 Step 3: Create Incentives 67 Step 4: Respond to Objections 68 A New Way to Solve Problems 69 Putting Learning into Practice 70 Chapter 7 Reframing Your Message 72 How Reframing Works 72 When Reframing Is a Bad Idea 76 A New Perspective 78 Putting Learning into Practice 79 Chapter 8 Grounding an Angry Outburst 81 Understanding Customer Anger 81 Step 1: Use the Highest Acknowledgment Level Possible 83 Step 2: Ask Assessment Questions 86 Step 3: Shift the Discussion 88 Working in the Red Zone 92 Putting Learning into Practice 93 Chapter 9 Becoming Immune to Intimidation 94 Angry Customers vs. Toxic Entitlement 95 The Basics of Nonreactivity 97 Putting Nonreactivity to Work 101 Can Entitled Customers Change? 102 Putting Learning into Practice 103 Chapter 10 The Wrap-Up 105 Understanding Good Closings 105 The Right Ending: A Good Beginning 110 Putting Learning into Practice 110 PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED! 113 Chapter 11 You’re the Boss 115 Lean Into the Customer’s Biggest Concerns 116 Ask Good Questions 117 Respond to Threats with ``Can-Do’’ Language 119 The Law of Reciprocity 120 Chapter 12 Don’t You Know Who I Am? 121 Mirror the Customer’s Emotions 121 Explore the Options 122 Use the LPFSA 124 Show a Personal Interest 124 Chapter 13 The Concert That Never Was 125 Talk with the Customer First 126 Practice Creative Service Recovery 127 Respond to the Public 129 Chapter 14 I’ll Be Suing You 131 Do Not—Repeat, Do Not—Defend Yourself First 132 Explore Solutions 133 Frame the Benefits 133 Chapter 15 Quelling a Social Media Firestorm 135 Be Real 136 Be Quick 136 Reach Out to the Person Behind the Keyboard 137 Trust the Will of the Crowd 137 Chapter 16 Just Plane Terrible 139 Be Present 140 Deliver the Bad News in Stages 141 Reframe the Situation 142 Don’t Take It Personally 143 Chapter 17 Anger Management 145 Frame the Situation 145 Acknowledge Bruno 146 Frame Your Response 148 Execute the Endgame 149 Relationship Building 150 Chapter 18 Not So Smart 151 Meet the Customer Where He Is 151 Explore the Deeper Question 152 Make the Customer Feel Good 153 PART IV BEYOND THE WORST CASE 155 Chapter 19 When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe 157 Situational Awareness: Trusting Your Gut 158 Reacting to Risk 160 Don’t Go It Alone: Have a Safety Plan 162 Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization 164 Creating a Service Culture 164 Managing Internal Conflict 166 Personal Growth 167 Communicating as an Organization 168 The Bottom Line 169 Appendix Solutions to Putting Learning into Practice Exercises 171 References 179 Index 183 About the Author 189
£13.29
McGraw-Hill Education Be a Direct Selling Superstar Achieve Financial
Book Synopsis Direct selling is booming. It’s no surprise when you consider the benefits of launching a direct selling business—low start-up costs, strong earning potential, and a flexible work schedule. Currently an estimated 15.6 million people are involved in direct selling in the U.S. alone—and more than 100 million worldwide. Mary Christensen has empowered and equipped thousands of direct sellers to succeed, and in her newest book, Be a Direct Selling Superstar, she delivers an all-encompassing guide to building, leading, and managing a profitable direct sales organization. Readers will learn how to: • Set goals • Eliminate self-sabotaging behaviors • Market their products and business opportunity effectively Table of Contents CONTENTS INTRODUCTION 1 PART ONE: PERSONAL LEADERSHIP CHAPTER ONE: Find Your Passion 9 CHAPTER TWO: Commit to Success 19 CHAPTER THREE: Eliminate Self-Sabotage 25 CHAPTER FOUR: Share Your Story 35 CHAPTER FIVE: Become a Persuasive Communicator 47 CHAPTER SIX: Work the Numbers 55 CHAPTER SEVEN: Walk the Talk 73 PART TWO: TEAM LEADERSHIP CHAPTER EIGHT: Find Their Fire 83 CHAPTER NINE: Create a Realistic Roadmap 93 CHAPTER TEN: Build Belief 101 CHAPTER ELEVEN: Be a Strategic Mentor 105 CHAPTER TWELVE: Embrace a Wide Range of Personalities 111 CHAPTER THIRTEEN: Turn Your Shining Stars into Superstars 125 CHAPTER FOURTEEN: Build Team Spirit 133 PART THREE: BUSINESS LEADERSHIP CHAPTER FIFTEEN: Be a Proactive Leader 143 CHAPTER SIXTEEN: Work Smarter 151 CHAPTER SEVENTEEN: Make Your Meetings Magical 157 CHAPTER EIGHTEEN: Make the Most of Your E-Tools 167 CHAPTER NINETEEN: Build Your Platform 175 CHAPTER TWENTY: Work with Integrity 185 CHAPTER TWENTY-ONE: Be Moneywise 193 CONCLUSION 199 INDEX 205 ABOUT THE AUTHOR 213
£12.34
McGraw-Hill Education Maximum Influence The 12 Universal Laws of Power Persuasion
Book SynopsisSalespeople, consultants, managers, executives, entrepreneurs. . . Influence is a crucial tool for absolutely anyone seeking success and prosperity. But how can everyday people actually become more influential? Maximum Influence unlocks the secrets of the master influencers. Now in an all-new edition, the book combines scientific research with real-world studies, presenting the most authoritative and effective arsenal of persuasion techniques ever. Author and renowned expert Kurt Mortensen reveals the 12 Laws of Persuasion, explaining why each law works, how to use it, and what to avoid. You will learn about the law of dissonance, the law of contrast, the law of expectationâand nine other proven principles that consciously and unconsciously propel people to act. You willalso discover how to: â Read anyone instantly â Get people to trust you instinctively â Change minds easily â And convince anyone to give you almost anything With new case studies and cutting-edge influencing tTable of Contents Contents Foreword Acknowledgments Introduction 1. The Power of Persuasion Key to Success 2. Subconscious Triggers The Automatic Yes 3. The Law of Connectivity Contagious Cooperation 4. The Law of Involvement Create and Maintain Interest 5. The Law of Esteem How Praise Releases Energy 6. The Law of Obligation How to Get Anyone to Do a Favor for You 7. The Law of Dissonance Internal Pressure Is the Secret 8. The Law of Verbal Packaging The Leverage of Language 9. The Law of Association Create the Environment of Influence 10. The Law of Balance Logical Mind Versus Emotional Heart 11. The Law of Expectations The Impact of Suggestion 12. The Law of Contrast How to Make Price (or Time) a Nonissue 13. The Law of Social Validation The Art of Social Pressure 14. The Law of Scarcity Get Anyone to Take Immediate Action 15. The Inside Secrets of Maximum Influence Your Prepersuasion Checklist Epilogue Notes Index About the Author
£14.24
McGraw-Hill Education Powerful Phrases for Successful Interviews Over 400 ReadytoUse Words and Phrases That Will Get You the Job You Want
Book Synopsis The job market is awash with qualified applicants. Yet employers rarely select based solely on merit. Instead, most hiring decisions are gut-level evaluations made in the first few minutes of an interview. What people say determines who lands a job and who does not. Hiring expert Tony Beshara knows the words that trigger “yes” in the minds of employers—and in his handy new book, he arms candidates with hundreds of ready-to-use responses to even the toughest interview questions. Covering entry-level to executive positions and encompassing all industries, this quick-reference guide propels job seekers through every stage of the process. Readers learn power phrases to: • Get their foot in the door • Clearly communicate their skills, strengths, and experience—Table of ContentsCONTENTS Foreword by Dr. Philix Acknowledgmentsxi Introduction Why Powerful Phrases Make a Difference1 Chapter 1Powerful Phrases to Get -Face—to—Face Interviews 5 Chapter 2Powerful Phrases for Increasing the Chances Your Résumé Will Get Read 29 Chapter 3Powerful Phrases for Opening and Closing the Initial Interview43 Chapter 4Powerful Phrases to Demonstrate Your Ability to Do the Job69 Chapter 5Powerful Phrases That Show You Will Be a Good Fit107 Chapter 6Powerful Phrases for Dealing with Problems in Your Background129 Chapter 7Powerful Phrases for Successful -Follow—Up Interviews159 Chapter 8Powerful Phrases for Specific Professions and Positions173 Chapter 9Powerful Phrases for Clarifying the Job Offer and Discussing Money 195 Index221
£11.04
McGraw-Hill Education The Secret to Peak Productivity A Simple Guide to Reaching Your Personal Best
Book Synopsis In this constantly-connected, do-more-with-less world, being able to increase your productivity is a real advantage. Certified Professional Organizer (CPO®) and productivity expert Tamara Myles has developed a simple model—the Productivity Pyramid—which provides an actionable framework for anyone to achieve better results. Based on a sequence of steps leading to peak performance, the author’s easily adapt able system consists of five levels: • Physical Organization: from decluttering to filing—fool-proof strategies for handling incoming papers and ensuring information remains accessible • Electronic Organization: from dealing with email to electronic file management options such as cloud computing • Time Management: mastering the three P’s—PTable of Contents CONTENTS Acknowledgments xv 1. Steps to Productivity 3 Maslow’s Pyramid 5 The Peak Productivity Pyramid 6 The Challenge of Change 9 Climbing the Peak Productivity Pyramid Levels 10 Productivity Pointers 13 2. Where to Start 15 Peak Productivity Pyramid Assessment 16 Scoring Your Assessment 16 Level 1: Physical Organization 22 Level 2: Electronic Organization 24 Level 3: Time Management 25 Level 4: Activity-Goal Alignment 27 Level 5: Possibility 28 Productivity Pointers 29 3. Level 1 : Physical Organization 31 Why Clearing the Clutter Matters 32 Getting Rid of Clutter 34 To Toss 36 To Do 37 To Keep 37 April’s Story 39 Using the Three To’s of Sorting 42 Filing Options 42 Adam’s Story 45 More on Filing 46 John’s Story 48 Advanced Techniques 49 Grace’s Story 52 Margaret’s Story 52 Productivity Pointers 56 4. Level 2 : Electronic Organization 57 Seven Warning Signs 58 Electronic Files 61 A, B, C’s of E-Mail Processing 62 Access 64 Batch 65 Check 66 Delete 67 Execute 67 File 68 Backing Up Your Files 69 The Future of Electronic Management 70 Productivity Pointers 72 5. Level 3: Time Management 73 Three P’s of Time Management 74 Defining Time Management 75 Importance 75 Choice Management 76 Productivity Pointers 77 6. Plan 79 Write Down Everything 80 Four Decision Categories 81 Beth’s Story 82 Using Calendars 84 One Life, One System 85 Paper Planner 87 Tracking Tasks Your Way 88 Productivity Pointers 88 7. Prioritize 91 Prioritizing with Urgent and Important 91 Box 1: Important and Urgent 93 Box 2: Important and Not Urgent 93 Box 3: Not Important and Urgent 94 Box 4: Not Important and Not Urgent 95 Productivity Pointers 96 8. Perform 97 Perfectionism 97 Overcoming Procrastination 98 Time Wasters 102 Multitasking 103 Interruptions 105 Stealing Time 108 Productivity Pointers 109 9. Level 4: Activity-Goal Al ignment 111 Life-Changing Skills 114 Why Goals Are Important 115 Reacting Rather Than Planning 116 Developing Your Vision 119 SMART Goals 120 Six Steps to Goal Setting 123 Step 1: Commit 123 Step 2: Understand 123 Step 3: Create Goals 123 Step 4: Break Down into Tasks 123 Step 5: Schedule 124 Step 6: Assess and Reassess 124 Productivity Pointers 125 10. Paving the Way to Possibility 127 Discipline 128 Resources 130 Attitude 130 Resources 131 Health 132 Resources 133 Holistic Time Management 133 Resources 135 Productivity Pointers 135 11. Level 5: Possibility 137 Maslow and Self-Actualization 140 Early Influences 142 Alternate Reality 143 The Five E’s of Possibility 145 Enjoy 146 Engage 147 Enable 148 Evolve 149 Explore 149 Possibility Goals in Mind 150 Productivity Pointers 152 12. Power Office 153 Organize Your Work Areas 157 Uncluttered Surfaces 157 Designated Areas 158 Backup Systems and Storage 158 Work Area Efficiency 159 Folder Systems and Files 160 Streamline Processes and Systems 162 Plan and Align Goals and Activities 162 Plan Tasks 163 Schedule Activities 165 Manage E-Mail 166 Operate from the Power Position 166 Possibility for the Power Office 168 Productivity Pointers 170 13. Hiring a Productivity Consultant 171 Hiring Attributes 172 Attribute 1: Empathy 173 Attribute 2: Honesty 173 Attribute 3: Assessing 174 Attribute 4: Questioning 174 Attribute 5: A Good Listener 174 Attribute 6: Experienced 175 Attribute 7: Specific to Your Needs 176 Attribute 8: Well Versed in Different Systems 176 Attribute 9: Flexible 176 Attribute 10: Simplifying 177 Attribute 11: Clear Business Policies 177 Attribute 12: Professional 178 Interview Questions to Ask 178 Certified Professional Organizers (CPOs) 180 References and Referrals 182 Resources to Find Consultants 184 Productivity Pointers 184 14. Case Study: John Allaire 185 When the Bubble Burst 187 Stepping Up the Peak Productivity Pyramid 189 Afterword 193 About the Author 195 Notes 197 Index 201
£12.34
McGraw-Hill Education The Stay Interview A Managers Guide to Keeping the Best and Brightest
Book SynopsisItâs the worst sort of surprise: A valued and seemingly happy employee gives his notice. Can you do anything at this point? Probably not. Could you have anticipated the departure and tried to prevent it? Absolutely. Thatâs where this book comes in.This practical guide introduces managers to a powerful new engagement and retention tool: the stay interview. Smart companies have begun conducting these periodicreviews in order to discover why their important talent might leave and to solve any problems before they actually quit.Written by the retention expert who pioneered the process, The Stay Interview shows managers how to: Prepare for the meeting Anticipate an employeeâs top issues Set realistic expectations from the start Respond to difficult questions Listen effectively and dig deeper Craft a detailed and effective stay plan complete with timeline Assess each employeeâs level of engagement, predict potential exits, and communicate results to uTable of Contents CONTENTS 1 The Stay Interview | 1 2 Preparing to Conduct Stay Interviews | 11 3 Four Essential Skills | 27 4 Managing the Exchange | 39 5 Developing Stay Plans | 55 6 Closing and Forecasting | 71 7 Avoiding the Thirteen Stay Interview Traps | 87 8 Experienced Managers Tell Their Tales | 97 9 Based on a True Story | 115 Index | 123
£11.99
McGraw-Hill Education Be a Network Marketing Leader Build a Community to Build Your Empire
Book SynopsisWant to build a six-figure income business? Only a truly engaged and motivated team can get you there. In Be a Network Marketing Leader, industry superstar Mary Christensen reveals how anyone can cultivate a community that brings out the best in everyone who joins. A community that individuals will be impatient to enter, energized to participate in, and reluctant to leave.When you focus on people ahead of products, they will contribute more and bring others into the fold - and your business will skyrocket.You'll discover how to: Create a vibrant can-do culture Build team spirit Become an influential communicator Make everyone feel they belong, regardless of the contribution they make Coach instead of train Challenge your team members to aim higher Celebrate their achievements Embrace change to stay ahead of the game And much more ambitious goals require teamwork SeTable of Contents CONTENTS Acknowledgments Introduction: It’s All in Your Hands Part One: Ready to Lead 1 The Power of Network Marketing 9 2 The First Steps to Building Your Empire 18 Part Two: Grow Your Network 3 Developing a Community 33 4 Create an Upbeat, Can-Do Culture 38 5 Engage Your Team Members on Facebook 44 6 Healthy Relationships = Healthy Business 49 7 Walking the Talk 55 8 Your Contacts List Is King! 60 9 Maximizing the Potential of Social Media 72 10 Use Trade Shows and Events to Expand Your Prospect Pool 82 11 Sponsoring Wide and Deep 88 Part Three: Learn to Communicate 12 Effective Communication Is Job #1 103 13 Use Print Materials That Reflect Your Best 112 14 Connect with Audiences by Sharing Your Story 116 Part Four: Leading Your Team 15 Techniques for Creating an Engaged Community 129 16 Get the Benefits of Coaching Without Sapping Your Time 146 17 How to Guide Your Vulnerable Rookies 158 18 Chief Cheerleader: Celebrate Everything! 170 19 How to Motivate with Competition 175 Part Five: Going Forward 20 Be a Great Conductor! 181 21 Embracing Change—Your Competitive Edge 186 Conclusion 195 Appendix A: Top Twenty Direct Sales Countries by Sales in U.S. Dollars (Estimated) 199 Appendix B: Top Twenty Countries with Highest Percentage Annual Growth 200 Appendix C: Top Fifty Network Marketing Companies Worldwide 201 Index 206 About the Author 211
£13.49
McGraw-Hill Education Beating the Workplace Bully A Tactical Guide to Taking Charge
Book SynopsisBullies arenât limited to the playground. These days, they roam our offices and can be found everywhere from break rooms to boardrooms. They donât steal your lunch money, but they can make your work life a living hell - and even ruin your career. Whether the bully is a boss or a co-worker...whether youâre the target of manipulation, intimidation, verbal abuse, or deliberate humiliation, Beating the Workplace Bully will show you how to fight back. Filled with exercises, assessments, and real-life examples, this empowering guide helps you recognize whatâs been making you a victim...and reveals how to avoid typical bully traps, remain aware and in charge, move past your fear, calm yourself in any confrontation, keep your dignity intact, build confidence, handle sneak attacks, strengthen your resolve, understand the steps that your employer or supervisors can take to address the issue
£14.24
Amacom Reinvention How to Make the Rest of Your Life the Best of Your Life
Book SynopsisAuthor Brian Tracy wants to share a secret: a wonderful future is well within your reach. This unique, life-altering book offers readers an interactive series of exercises to help them realize success--and, more importantly, satisfaction--in work and in life.
£12.74
McGraw-Hill Education Leading the Unleadable How to Manage Mavericks
Book SynopsisYou don’t have to just learn to live with “problem people” (or fire them!). Transform the troublesome into the tremendous!
£17.99
McGraw-Hill Education HardWon Wisdom True Stories from the Management Trenches
a huge range and FREE tracked UK delivery on ALL orders.
£13.49
McGraw-Hill Education The Power of Presence
£14.24
HarperCollins Focus RAISE YOUR TEAMS EMPLOYEE ENGAGEMENT SCORE
Book SynopsisDo you want more employees to go the extra mile while at work? Learn how to raise employee engagement scores through the roof--without costing the company a dime!Table of Contents CONTENTS Chapter 1: Did You Just Get Your Employee Engagement Score? 1 Chapter 2: First Things First: They Have to Trust You 7 Chapter 3: Exponentially Expand Your Recruiting Pool 15 Chapter 4: Hire Employees Who Self-Engage 27 Chapter 5: The Trust-Building Power of Stay Interviews 39 Chapter 6: Smart One-on-One Engagement Solutions 51 Chapter 7: The Employee Engagement/Performance Management Connection 65 Chapter 8: Leverage Your Company's Engagement-Related Programs 73 Chapter 9: Goals and Forecasts Make You Business-Driven 79 Chapter 10: Next Level Down: Leading Supervisors to Build Engagement, Too 87 Chapter 11: Better Metrics 93 Chapter 12: If You Were CEO for a Day 103 Notes 109 Index 113
£10.44
McGraw-Hill Education HIGHIMPACT INTERVIEW QUESTIONS
Book SynopsisBefore your next interview, learn the questions that will get you past the polished exteriors and rehearsed replies and help you discover what the applicant is actually like.Table of Contents CONTENTS Foreword by Paul Falcone ix Acknowledgments xvii Introduction 1 Chapter 1: Interviewing: The Way It Is (Warts and All) 5 Chapter 2: Competency-Based Behavioral Interviewing (CBBI): The What, When, and Why 15 Chapter 3: Interviewing Considerations 37 Chapter 4: Hundreds of Interview Questions You Can Use 63 Chapter 5: Follow-Up Questions 131 Chapter 6: Guidelines for Initial Telephone Screening Interviews 137 Chapter 7: Creating an Interview Guide 151 Chapter 8: Smart Ways to Assemble the Data from Multiple Interviewers 173 Chapter 9: Use the Competencies in Your Other Programs and Processes 177 Chapter 10: CBBI Advice for Job Seekers 185 Resources and References 197 Notes 199 Index 201
£14.11
£51.00
