Download or read book Resilience For Customer Facing Teams written by Sharon Boyd and published by Independently Published. This book was released on 2021-06-28 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: A playbook tailored especially for those that serve customers on a daily basis - whatever sector you find yourself in. This book will walk you through your current resilience level, and what you can do in a practical and intentional way, to bounce back. The idea is to have the trainer walk you through this, or you can purchase the accompanying book.
Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. 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.
Download or read book Reorganize for Resilience written by Ranjay Gulati and published by Harvard Business Press. This book was released on 2010-01-19 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer-focused," but they don't deliver solutions to customers' thorniest problems. Why? Because they're stymied by the rigid "silos" they're organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators. Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati exploresthe five levers of resilience: · Coordination: Connect, eradicate, or restructure silos to enable swift responses. · Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions. · Clout: Redistribute power to "bridge builders" and customer champions. · Capability: Develop employees' skills at tackling changing customer needs. · Connection: Blend partners' offerings with yours to provide unique customer solutions.
Download or read book Unbreakable written by Bradley L. Kirkman and published by Stanford University Press. This book was released on 2023-02-28 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: An essential guide for managers and leaders on building resilient teams in turbulent times. As a result of global economic changes, new technologies, and increased competition, business environments are becoming increasingly turbulent and unpredictable, requiring new forms of resilient work teams. Due in part to the increasing complexity of business environments, more and more organizations worldwide are using teams of employees to respond to adversity. Whether it be new product development teams; business crisis response teams in companies; front line response teams such as fire, emergency medical technicians, or emergency room teams; research and development teams; or pharmaceutical development teams, employees can no longer rely on their own knowledge, skills, and abilities to get their work done. Rather, employees have to work collaboratively with one another and combine their expertise to achieve the synergy and breakthrough thinking that is necessary to be successful at completing complex tasks in today's dynamic environments. Today more than ever before, work teams must demonstrate resilience. In the face of volatile, complex, and ambiguous business environments, all teams inevitably suffer setbacks. Bradley L. Kirkman and Adam C. Stoverink provide in their new book the hands-on practical tips for building and leading resilient teams equipped to bounce back from those challenges. They highlight four team resources that are essential to any resilient team, including: team confidence, teamwork roadmaps, capacity to improvise, and psychological safety. These four resources are brought to life through compelling stories of teams that performed well in the face of adversity—and a few that didn't. They also provide leaders with step-by-step guidance for how to grow these resources in their own teams, whether they're in-person, remote, or hybrid. This book delivers all the tools necessary to build and lead resilient teams that are virtually unbreakable.
Download or read book Mindset Matters written by Gemma Leigh Roberts and published by Kogan Page Publishers. This book was released on 2022-05-03 with total page 283 pages. Available in PDF, EPUB and Kindle. Book excerpt: If businesses can be agile to survive in an uncertain world, so can you. The future of work requires you to move flexibly and quickly to react to change; that's where your mindset matters. Who wouldn't want to know how to best navigate the choppy waters of change? Resilience is the skill to master for the future of work. The capacity to overcome adversity and, crucially, to learn from experiences and grow, resilience is the tool to have in your business leadership arsenal. From an individual perspective, it will lead to better performance and wellbeing, and for your team, you can positively affect change and build a culture of resilience that permeates your business. In Mindset Matters chartered psychologist and star LinkedIn Learning instructor, Gemma Leigh Roberts, teaches you why mental agility is the key ingredient to developing resilience and how to achieve it. This book will teach you the principles of thriving in uncertainty. From changing perspectives, emotional flexibility and achieving a growth mindset, to cementing your mindset shift in others and your team, you will learn research-backed strategies that will allow you to grow your resilience and use change to your advantage. With energy and speed, you can embrace moments of pivots and ensure you and your business bounce back from whatever the world throws at you next.
Download or read book Beating Burnout at Work written by Paula Davis and published by University of Pennsylvania Press. This book was released on 2021-03-16 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: A first-of-its-kind, science-backed toolkit takes a holistic approach to burnout prevention by helping individuals, teams, and leaders build resilience and thrive at work. In Beating Burnout at Work, Paula Davis, founder of the Stress & Resilience Institute, provides a new framework to help organizations prevent employee burnout.
Download or read book Resilience at Work written by Salvatore R. MADDI and published by AMACOM. This book was released on 2005-03-04 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: This useful resource gives you the knowledge, tools, and encouragement you need to embark on your journey to becoming a hardier, more successful person. More than experience or training, resilience in the face of stressful situations and rapid changes determines whether you ultimately succeed or fail in the workplace. It allows you to thrive even in tumultuous conditions, to turn potential disasters into growth opportunities. The good news for the legions of other workers who become overwhelmed by stress is that resilience in the face of life’s problems is not an inborn personality trait, but a set of skills and attitudes that you can learn and develop. Packed with insightful examples, case studies, and self-assessment tools, Resilience at Work explains how to: Approach change as a meaningful challenge no matter how stressful the circumstances, and stay committed to your work, rather than detaching and giving up. Gain control by understanding the upside and the downside of change, and take actions to influence beneficial outcomes. Turn stressful changes to your advantage and map out sound problem-solving strategies. Resolve ongoing conflicts and build an environment of assistance and encouragement between you and your coworkers. Decrease feelings of isolation and powerlessness by understanding the 3Cs that give you the ability to thrive amid disruptive changes: commitment, control, and challenge. Reorganization, downsizing, mergers, budget pressures, transfers, job insecurity, and more are producing today’s unpredictable, pressure-cooker conditions, and making it harder for less resilient people to achieve the success they deserve. Resilience at Work supplies insights and strategies you can use to combat your fear of change and uncover the opportunities that can be found in even the most stressful situations.
Download or read book Resilience HBR Emotional Intelligence Series written by Harvard Business Review and published by Harvard Business Press. This book was released on 2017-04-18 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do some people bounce back with vigor from daily setbacks, professional crises, or even intense personal trauma? This book reveals the key traits of those who emerge stronger from challenges, helps you train your brain to withstand the stresses of daily life, and presents an approach to an effective career reboot. This volume includes the work of: Daniel Goleman Jeffrey A. Sonnenfeld Shawn Achor This collection of articles includes “How Resilience Works,” by Diane Coutu; “Resilience for the Rest of Us,” by Daniel Goleman; “How to Evaluate, Manage, and Strengthen Your Resilience,” by David Kopans; “Find the Coaching in Criticism,” by Sheila Heen and Douglas Stone; “Firing Back: How Great Leaders Rebound After Career Disasters,” by Jeffrey A. Sonnenfeld and Andrew J. Ward; and “Resilience Is About How You Recharge, Not How You Endure,” by Shawn Achor and Michelle Gielan. How to be human at work. The HBR Emotional Intelligence Series features smart, essential reading on the human side of professional life from the pages of Harvard Business Review. Each book in the series offers proven research showing how our emotions impact our work lives, practical advice for managing difficult people and situations, and inspiring essays on what it means to tend to our emotional well-being at work. Uplifting and practical, these books describe the social skills that are critical for ambitious professionals to master.
Download or read book Competing in the New World of Work written by Keith Ferrazzi and published by Harvard Business Press. This book was released on 2022-02-15 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal bestseller The #1 New York Times bestselling author on how to use radical adaptability to win in a world of unprecedented change. You've shed antiquated systems and processes. You went all-in on digital. Your teams settled into new, often better, ways of doing things. But did your organization change enough to stay competitive in the post-pandemic world? Did you fully leverage the once-in-a-lifetime opportunity to leap forward and grow stronger? Are you shaping the new environment to your advantage? If not, it's not too late to learn from the best. New York Times #1 bestselling author Keith Ferrazzi, along with coauthors Kian Gohar and Noel Weyrich, shows leaders how to shape their organizations and practices to remain competitive in a new, post-pandemic context. Based on an ambitious global research initiative involving thousands of executives, innovators, and changemakers who redefined their strategies, business models, organizational systems, and even their cultures, Competing in the New World of Work: Offers a bold new vision for the organization of the future Reveals the workplace innovations that emerged during the pandemic Defines the new model of leadership—radical adaptability—for sustaining continuous change throughout the coming years of opportunity and transformation Competing in the New World of Work is both your inspiration and your road map to embracing new realities, motivating talent, and winning bold frontiers.
Download or read book Brand Resilience written by Jonathan R. Copulsky and published by St. Martin's Press. This book was released on 2011-05-10 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the recent Tiger Woods scandal illustrates, brand reputation is more precarious than ever before. True and false information spreads like wildfire in the vast and interconnected social media landscape and even the most venerable brands can be leveled in a flash—by disgruntled customers, competing companies, even internal sources. Here, veteran marketing executive Jonathan Copulsky shows companies and individuals how to play brand defense in the twenty-first century. Five Signs that You Need to Pay More Attention to the Possibility of Brand Sabotage: A group of uniformed employees posts embarrassing YouTube videos, in which they display unprofessional attitudes towards their work. One of your senior executives publicly blames a supplier for product defects, even though they predate your relationship with the supplier. Your competitor's ads trumpet their solution to the performance problems associated with your most recent product. A customer unhappy with changes made to your product design launches a Facebook group, which attracts 5,000 fans. Your outsource partner is prominently featured in numerous blogs and websites describing allegations of worker mistreatment and workplace safety hazards.
Download or read book Resilience In The Team written by Monika Huber and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This essential provides insights into approaches, procedures and ideas on how resilience, understood as resistance, can be promoted and implemented in a team. Most of the time, these concepts are only applied to individuals. But many of the findings from resilience research can be transferred to teams and even extended. Today, resilience is also playing an increasingly important role in teams: whether it is to strengthen the sense of coherence according to Antonovsky's principle of salutogenesis, or to consider other resilience factors that support team capability. The content · Resilience research and selected studies on resilience · Definition of resilience · Teamwork and resilience in the team · Resilience factors · Example of process support to promote resilience in the team The author Monika Huber works as a change consultant and accompanies teams in their implementation. In addition, she is a lecturer at a state university on the subject of change management and a training course leader for resilience and stress coach at the private Coaching Institute in Switzerland. This book is a translation of an original German edition. The translation was done with the help of artificial intelligence (machine translation by the service DeepL.com). A subsequent human revision was done primarily in terms of content, so that the book will read stylistically differently from a conventional translation.
Download or read book Human Centered and Error Resilient Systems Development written by Cristian Bogdan and published by Springer. This book was released on 2016-08-22 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the IFIP WG 13.2/13.5 Joint Working Conferences: 6th International Conference on Human-Centered Software Engineering, HCSE 2016, and 8th International Conference on Human Error, Safety, and System Development, HESSD 2016, held in Stockholm, Sweden, in August 2016. The 11 full papers and 14 short papers presented were carefully reviewed and selected from 32 submissions. The papers cover various topics such as integration of software engineering and user-centered design; HCI models and model-driven engineering; incorporating guidelines and principles for designing usable products in the development process; usability engineering; methods for user interface design; patterns in HCI and HCSE; software architectures for user interfaces; user interfaces for special environments; representations for design in the development process; working with iterative and agile process models in HCSE; social and organizational aspects in the software development lifecycle; human-centric software development tools; user profiles and mental models; user requirements and design constraints; and user experience and software design.
Download or read book Organizing For Resilience written by Christopher Williams and published by Routledge. This book was released on 2021-07-11 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizing for Resilience provides a fresh and novel insight into research on how leaders can prepare their organizations to face up to shocks and disruptions in a turbulent and unpredictable world. It provides an analysis of the topic of organizational resilience in a comprehensive and integrative way, with fresh theoretical and research implications as well as important implications for leaders. The first book to synthesize themes from across a spectrum of resilience using the metaphor of a ‘resilience landscape’, chapters in Part I are devoted to five analytical levels: individual level resilience; small firms in which major disruption can threaten survival; large firms with disruptions in one part of the organization; large firms facing enterprise-wide disruption; and disruption to a complete community or economic ecosystem of individuals and organizations. Cases and practice insights are presented to bring the topics to life, allowing reflection and debate at each level. In Part II, the construct of the ‘resilience landscape’ is developed, along with a discussion on leadership for resilience by instilling a resilience mind-set and developing capabilities in relational resilience. The book is ideally suited to bachelor’s and master’s degree courses on strategy, organizational behaviour and leadership. PhD and DBA researchers in the field of resilience and strategy will also find the book useful, as will practising consultants and business leaders.
Download or read book Research Handbook on Organizational Resilience written by Edward H. Powley and published by Edward Elgar Publishing. This book was released on 2020-08-28 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Research Handbook identifies how resilience has evolved as a critical theoretical concept in the organizational sciences. International resilience scholars conceptualize and explore the various ways resilience can be embedded in theory and practice, offering new and updated perspectives on the importance of resilience in multiple contexts.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book Building Resilience at Work written by Kathryn McEwen and published by Australian Academic Press. This book was released on 2011 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: Our resilience, or capacity to bounce back and even thrive in pressured times, is critical in workplaces today. With higher workloads, declining resources and frequent change, together with the hectic pace of personal lives, resilience is almost a key to survival. While strategies to build resilience have long been of interest in the arenas of parenting, education and disaster recovery, less focus has been placed on how these ideas can be translated into building resilient workplaces. Resilient people are more optimistic, adaptable and independent. They are also better at solving problems and have sound levels of self-control. Resilient teams have similar characteristics, and find it easier to rebound from setbacks and adapt to change and pressure. All of these characteristics can be developed. Based on sound psychological theory, Building Resilience at Work is a practical and easy-to-read book providing a proven path to self-help in developing personal resilience.
Download or read book The Wisdom of Resilience Builders written by Ph. D. Rick Tirrell and published by AuthorHouse. This book was released on 2009-12 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work proposes four essential elements of resilience and it shows how resilience builders masterfully use these elements to build firms that are impact-resistant growth generators. In the "Wisdom of Resilience Builders, " Rick Tirrell reveals the skills of these remarkable leaders and shows how they build the world's most durable organizations. Their unique abilities can be imitated by all who have enough curiosity to read this book and the patience to guide their firms carefully
