Download or read book The Call Centre Customer Care Pocketbook written by Michael Applegarth and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Centre Pocketbook written by and published by Pocketbooks. This book was released on 2005 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: Internet transactions offer customers convenience butremote trading has its price: customers feel much lessloyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customerservice. The Call Centre Customer Care Pocketbookaddresses these issues, and looks at how to retaincustomer loyalty ......
Download or read book Call Centre Customer Care Pocketbook written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Project Management Pocketbook written by Keith Posner and published by Management Pocketbooks. This book was released on 2014-05-07 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Project Management Pocketbook is a practical, step-by-step guide to managing a project through to completion. It looks at each key stage and identifies the management techniques that can be applied. From objective-setting through to implementation, the book stresses the importance of good communication, teamworking and influencing skills. All too often, books on this subject cover the process of project management and not the people aspects. This Pocketbook addresses both. "Project management requires a multitude of skills - from vision and planning, to monitoring, communication, leadership and, of course, delivery. This pocketbook pulls together best practice from these diverse areas into one simple, easy-to-read booklet. Refreshingly, it has been written from a general business perspective (rather than I.T.), and is therefore applicable to anyone managing change."Adrian Guttridge, Vice President UK & Ireland, EDS "A lively guide based on real events that any of us may encounter in our everyday life at work or (as I found out after reading this) at home."Johann de Waal, Director, International SOS Insurance Services Ltd
Download or read book Empowerment Pocketbook written by Michael Applegarth and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: Empowerment is often confused with delegation and, wrongly, is often seen as a form of power or authority over another person. The authors of The Empowerment Pocketbook prefer to liken empowerment to a licence that is issued only after those concerned have proven their ability and only when the scope and conditions of the activity to which the licence applies are clearly defined. This Pocketbook explains what empowerment is, what can be gained when it is in place and how to put it there and keep it there. It will be helpful to managers, trainers, consultants and all those people who are concerned with getting the best from their workforce. Areas covered include: identifying the need for empowerment, enabling the individual, implementation (nine steps to get empowerment in place) and, finally, monitoring and feedback.
Download or read book Memory Pocketbook written by Vicki Culpin and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Memory is fundamental to our very existence. This title looks at the structure of memory, distinguishing between sensory memory and short- and long-term memory. It describes the causes of poor memory (tiredness, cognitive overload and poor concentration) and the key principles for improving it (attention, effort, motivation and meaning).
Download or read book Feedback Pocketbook written by Mike Pezet and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lack of feedback and coaching to aid development is the third most cited reason for resignations at work. 'Netgeners' with their reliance on social networking and instant messaging have added even greater impetus to the need for performance feedback. Feedback is integral to learning: it helps to develop skills, knowledge and confidence, and reinforces desired behaviours. It can reassure and thus reduce anxiety; and it can help people see the 'bigger picture', leading to greater alignment with organisational goals and needs. The Feedback Pocketbook encourages managers (and trainers) to use informal, formal and generative feedback as part of their day-to-day approach to motivating, managing and developing people. It explains how to construct and deliver feedback, and demonstrates how to use the underlying dynamics (explicit and implicit) to secure feedback acceptance.
Download or read book Motivation Pocketbook written by Max A. Eggert and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Motivation Pocketbook examines the many different theories of motivation, drawing out the key points and offering management tips for each one. A useful problem-identifier points the way to the best theories to use in particular situations. For example, when people complain a lot the author recommends the 'ERG Theory', and when they lack direction he puts forward the 'Goal Theory'. There is also a review of the different character and personality types and what they are most likely to find motivational. In conclusion, the book lists nine basic rules of motivation, ten ways in which to keep yourself motivated and 100 ways in which to say 'well done'. To coin one of these expressions, 'sheer class' Max.
Download or read book Storytelling Pocketbook written by Roger E. Jones and published by Management Pocketbooks. This book was released on 2012-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: People in business are conditioned to believe they must communicate in a rational, objective and logical manner, without emotion, if their point is to be accepted. The reality is, however, that stories engage both hearts and minds and are the most effective means to engage and persuade. The Storytelling Pocketbook shows readers how to use stories to get their ideas across and make a deeper connection with their audience. With practical exercises throughout, the book shows you how to create your own story frameworks, and explores the different settings in which you might use them, eg to ignite organisational change, to transfer knowledge, to build brands, to develop people.
Download or read book Stress Pocketbook written by Mary Richards and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learning to manage stress at work benefits both the individual and the organisation. The Stress Pocketbook is full of practical advice on ways to manage your own stress, and how to help others. Emphasis is on what to do rather than on theory. The book was voted 'best of its kind' by the Management Today journal in a review of similar publications. It commented: 'A user-friendly guide to stress management. The simple, quick-fire descriptions of common workplace situations are useful. Well worth keeping handy'. Stress News said of the Pocketbook: 'Although small, it manages to pack a tremendous amount of useful information and tips into its seven sections. A really useful adjunct to any stress management or stress counselling programme. As it costs so little it could be included in the price of the course or sessions'.
Download or read book Balance Sheet Pocketbook written by Anne Hawkins and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Balance Sheet Pocketbook begins by constructing a model to show how money works within a business, i.e. where funds come from and how they are used. The structure of the balance sheet and the profit and loss reports are then examined and explained within the context of this model. Common misconceptions are frequently highlighted and financial jargon is clearly unravelled.
Download or read book Discipline Grievance Pocketbook written by Ruth Sangale and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Grievances and disciplinary matters are immensely disruptive and time-consuming, and most managers struggle to know how to deal with them. The Discipline & Grievance Pocketbook offers practical help. It stresses the importance of understanding the root causes of conflict and identifies the management practices that need to be in place in order to help prevent problems arising. The book first looks at how staff issues can be resolved informally, through mediation, and then goes on to describe the formal procedures for both grievance and disciplinary cases before finally dealing with the dismissal process. Informative case studies bring author Ruth Sangale's advice sharply into focus.
Download or read book Writing Skills Pocketbook written by Stella Collins and published by Management Pocketbooks. This book was released on 2012-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you ensure that what you write gets read, understood and acted upon? The Writing Skills Pocketbook describes a 3-phase approach to planning, preparing and polishing written communications for the modern business world. Central to the planning phase is a clear understanding of why you are writing and who you are writing for. The book guides you through the planning process and shows you how to test your approach. The second phase, preparation, demonstrates how to write clear, concise and compelling texts using the authors' eight golden rules. There is advice too on how to present and illustrate your written material to best effect, including the most commonly asked questions on punctuation. Don't be too hasty to send your letter, email or report. Take time to check it thoroughly using the book's '11-point critiquing checklist' and 'top tips for proof-reading'. This is the final, polishing phase. The Writing Skills Pocketbook is your essential guide to writing confidently, swiftly and with greater impact.
Download or read book Cognitive Behavioural Coaching Pocketbook written by Dorothy Spry and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: The widespread popularity of coaching in support of workplace performance, leadership development and employee engagement was heavily underscored by the findings of a CIPD (Chartered Institute of Personnel and Development) survey carried out in 2009 which revealed that 90 per cent of organisations surveyed use coaching techniques. Cognitive Behavioural Coaching (CBC) takes coaching a stage further. It recognises that how people think affects how they feel which, in turn, influences the decisions and actions they take. Through a systematic process of questioning, CBC challenges an individual's limiting beliefs and behaviours and helps them to see and act differently. The Cognitive Behavioural Coaching Pocketbook uses a simple 5-step model to explain in clear, practical terms how coaches, L&D staff and managers can use CBC for the benefit of both the individual and the organisation.
Download or read book Transfer of Learning Pocketbook written by John Townsend and published by Management Pocketbooks. This book was released on 2011-01-01 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: Transfer of learning is the application, back at work, of knowledge, skills and attitudes obtained in learning situations. The amount of learning that is transferred back to the workplace after a training event is the key measure of the success of that training. There is, after all, no point carrying out the training if nothing changes as a result of it. But the transfer doesn't only depend on how good the training is. A number of key factors have to be in place. In the Transfer of Learning Pocketbook, authors Dr Paul Donovan and John Townsend identify 17 factors that determine whether or not new learning will be transferred and used to improve job performance. After extensive research within the HR community, the factors were identified and then prioritised according to their impact on return on training investment. The book sets out each of the 17 factors in turn before giving the reader 70 specific action tips, grouped into five sections that follow the five stages of the training process. Donovan and Townsend have collaborated on several other Pocketbooks, including the highly-regarded Training Evaluation and Training Needs Analysis.
Download or read book Tackling Difficult Conversations Pocketbook written by Peter English and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: At some stage or other we all have to deal with difficult conversations. This work helps you learn how to communicate with authority, clarity and persuasiveness, and - through active listening, mirroring body language and other techniques - how to empathize with the other person and how to interpret what they are saying, feeling and thinking.
Download or read book Cross Cultural Business Pocketbook written by John Mattock and published by Management Pocketbooks. This book was released on 2015-09-16 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: For those who do business overseas, this book is a valuable insurance policy', commented The Good Book Guide on The Cross-cultural Business Pocketbook. 'It sets out not only examples of local attitudes and thinking but a whole way of planning and executing international communication and business dealing', continued the Guide. This Pocketbook is for anyone doing business outside his or her country, whether attending or organising a multinational conference, making a presentation to a group of managers from different countries, or being relocated abroad. Starting with a look at culture and its effects on working behaviour, the book then reviews ways of developing communication skills across the culture gap. Finally there is a section of specific material covering, amongst others, Europe, the Arab world and North America. A review of this book on Amazon.co.uk states: 'This little pocketbook is a gem. It is written clearly and has an easy to use section for identifying problem areas'.
