Ane Books Pvt. Ltd. · Ane Books Pvt. Ltd. MANAGEMENT 2 Essential Project Management Skills Kerry R. Wills Games & Simulations The Training House 9781439827161 000 (Pb) ` 1995.00

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MANAGEMENT

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MANAGEMENT

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1

A Handbook of Corporate

Governance

GÃ1/4ler Aras David Crowther

Guler Aras

9788186268360 720 (Hb) ` 4495.00 Gower

B2B Brand Management

Philip KotlerWaldemar Pfoertsch

9783540253602 384 (Hb) ` 1495.00 Springer India

Disaster Management and

Preparedness

Thomas D. SchneidLarry Collins

9781566705240 264 (Hb) ` 2495.00 T&F

Dynamic Supply Chain Alignment

John Gattorna Friends

9788186268353 440 (Hb) ` 2995.00 Gower

Contents: Overview; Part I Theoretical Overview; Part II Applying Corporate Governance; Part III Applying Corporate Social Responsibility; Part IV Dealing with Stakeholders; Part V Experience in Practice, Index.

Contents: Being Known or Being One of Many. To Brand or Not to Brand. B2B Branding Dimensions. Acceleration through Branding. Success Stories of B2B Branding. Beware of Branding Pitfalls. Future Perspective.

Contents: Identifying the Risks, Natural Risks, Emerging Risks, Governmental Regulations, Structural Preparedness, Coordinating with Local Assets, Preplanning for a Disaster, Eliminating, Minimizing, and Shifting Risks, Developing an Action Plan, Developing the Written Plan,Effective Communications, Selecting the Right People, Training for Success, Media Control, Shareholder Factor, After A Disaster - Minimizing the Damage, Governmental Reactions, Legal Issues, Disability Issues, Disaster Preparedness Assessments, Personal Disasters – Use of Criminal Sanctions, Appendix A – OSHA Inspection Checklist, Appendix B – Employee Workplace Rights, Appendix C – Web Sites for Disaster Preparedness Information and Equipment, Appendix D – Typical Responsibilities, Appendix E – Potential Sources of Disaster Preparedness and, Management Assistance Through Local Colleges and Universities

Contents: Preface; Prelude: Findings of expert panels - shades of things to come, People powering supply chains, 'Requisite' collaboration in enterprise supply chains, Building relationships that create value, Lean and agile supply chains, The evolution of fully flexible supply chains, Humanitarian supply chains in action, Enhanced civil-military collaboration in humanitarian supply chains, Revisiting and refining Lee's 'triple-A supply chain', Designing supply chain organizations for peak-performance, The supply-side view and reverse logistics, Sales and operations planning - the critical ingredients in supply chain operations, Supply chain integration layer, Supply chain configurations and the impact of different pricing strategies, Performance measurement - shaping supply chain sub-cultures, Using network optimization modeling techniques to resolve supply chain complexity and achieve aligned operations, DHL Taiwan - aligning the express business with customers, Aligning Fonterra's global supply chain network, Supply chain alignment – Brazilian style, Supply chain alignment – European style, Corporate social responsibility in enterprise supply chains, Building sustainable supply chains for the future, Managing disruptions in contemporary supply chains, The coming of age of third party logistics providers, Tax-aligned supply chains, The emergence of national logistics cities, The importance of intellectual capital and knowledge in the design and operation of enterprise supply chains, China and India - future giants of supply chain developments in the twenty-first century, The supply chains of 2030, Last word, Index.

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2

Essential Project Management Skills

Kerry R. Wills

Games & Simulations

The Training House

9781439827161 000 (Pb) ` 1995.00 CRC Press 9788180520105 315 (Pb) ` 795.00 HRD Press

Contents: Background, Changing Project Landscape, The New Project Management Skills, Summary, References

Contents: Time Management, Communication, Leadership Skills, Presentation Skills, Team Building, Goal Setting, Problem Solving, Decision Making

Gower Handbook of Leadership and

Management Development 5/Ed

Richard Thorpe Jeff Gold

Alan Mumford

9788186268384 602 (Hb) ` 3995.00 Gower

Gower Handbook of Internal

Communication2/Ed

Marc Wright

9788186268377 496 (Pb) ` 3995.00 Gower

Contents: Introduction; Part 1 The Fundamentals of Internal Communication: Measurement, Creating an internal communication strategy, What makes a competent communicator?, Connecting with the unconnected, Recognising and rewarding employees, Communication at the coalface, Part 2 Classic Models for Communication: Maslow's hierarchy of needs, The change curve, Management theories X, Y and Z, The Johari window, McLelland's needs-based model of motivation, Herzberg's 2-factor theory, Mayo's Hawthorne study, Part 3 Skills and Media: Writing skills, How to commission a video, Better presentations, The concern scale, How intranets and related technologies are re-defining internal communications, Appreciative enquiry, How to run a focus group, Facilitation skills for line managers, Part 4 Leadership and Change Communication: Leadership and engagement, Communicating through a merger or acquisition, Make change last, New CEO: a case study in communicating, Part 5 Advanced Communication Skills: CSR and the communication professional, Storytelling and business, Moving minds, Perspective: the hidden dimension, Cultural barriers, Using pictures to convey strategy, Communication champions, Better e-mails: the W-H-Y technique, Creating meaningful dialogue at work, Advanced employee engagement, How to create an award-winning change campaign, Part 6 Social Media Inside the Enterprise: Social media: an introduction, First steps in implementing social media, Blogs and blogging, Blogging for the finance sector, Writing for the web, Instant messaging as a communication tool, Index.

Contents: Preface, Alan Mumford; Preface to the new edition, Part 1 Leadership and Management Development in the 21st Century: Leadership and management development: the current state, National and international developments in leadership and management development, Part 2 Strategic Work in Leadership and Management Development: Crafting a leadership and management development strategy I, Crafting a leadership and management development strategy II, Developing the board through corporate governance reform and board evaluation, Strategies for leadership and executive development, Leadership, management and organisational development, Leadership and management development in small and medium-sized enterprises: SME worlds, Leadership and diversity development, Leadership ethics, Evidence-based leadership and management development, Part 3 Basics: Measuring and assessing managers and leaders for development, Talent management and career development, How leaders and managers learn, Choosing and using exceptional events for informal learning, Evaluation, Part 4 Advanced Processes and Tools: Neuro-linguistic programming for leaders and managers, Leading reflection: developing the relationship between leadership and reflection, Feedback and 360 degree development, Building quality into executive coaching, Intuitive intelligence, Critical action learning, Mentoring for leaders and managers, E-learning for managers and leaders, Part 5 Widening Horizons: Leadership and management development in the voluntary and community sectors, Leadership and management development for the environment, Leading and managing in global contexts, Conversations and learning: narrative and development in practice, Public sector leadership and management development, Developing leaders as futures thinkers, Index

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3

Implementing The Project Management Balanced Scorecard

Jessica Keyes

9788180520693 000 (Pb) ` 795.00 Ane Books

Green Project Management

Richard MaltzmanDavid Shirley

9781439830017 296 (Pb) ` 1995.00 CRC Press

Contents: SURFING THE GREEN WAVE, Problem Drivers and Indicators, Green Project Terminology: The Language of the Green Wave, Understanding Green Project Fundamentals, Types of Projects: A Rainbow of Green, HIKING THE PROJECT, Project Ideation, Developing the Project, Project Planning, Executing the Project, APPROACHING THE FINISH LINE, The Beginning and the End?, Lean Thinking, Muda, and the Four Ls, At the Top of Their Game, Enabling Green to Earn You "Green”, CROSSING THE FINISH LINE, Resource Information.

Contents: Balanced Scorecard and the Project Manager, Aligning the Project to Meet Strategic Objectives, Aligning the Project to Meet Financial Objectives, Aligning the Project to Meet Customer Objectives, Aligning the Project to Meet Business Process Objectives, Aligning the Project to Promote Learning and Growth, Balanced Scorecard and Project Scope Management, Balanced Scorecard and Project Scheduling, Balanced Scorecard and Project Estimation, Balanced Scorecard and Project Risk, Balanced Scorecard and Procurement Management

Innovation and Entrepreneurship

Peter F. Drucker

International Operations

Management

Gerhard J. Plenert

9780750643887 2 (Pb)72 ` 395.00 Elsevier India 9788180520181 488 (Hb) ` 595.00 Ane Books

Contents: Contents: Operations Management, Internationalization, Developing International Goals, The International Strategy, The International Flow of Information, Suppliers, Supply Chain Management, Lead Time/Cycle Time Management, Logistics/Distribution, Production/Location Decisions, The Customer and the World of Service, The International Transaction/ Ethics, World Class Management, The Future of Operations Management, The Next Step, Index

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4 Management Extra Business

Environment

Elearn

Management Extra Change

Management

Elearn

9788131209288 96 (Pb) ` 495.00 Elsevier India 9788131209349 96 (Pb) ` 495.00 Elsevier India

Leadership Principles For

Project Success

Thomas Juli

Logistics Operations and

Management

Reza Zanjirani FarahaniShabnam Rezapour

Laleh Kardar

9781439834619 284 (Pb) ` 1495.00 CRC Press 9789382291114 486 (Hb) ` 2995.00 Elsevier India

Contents: The World of Projects, THE PROJECT LEADERSHIP PYRAMID, Introducing the Project Leadership Pyramid, Principle 1: Build Vision, Principle 2: Nurture Collaboration, Principle 3: Promote Performance, Principle 4: Cultivate Learning, Principle 5: Ensure Results, The Dynamic Pyramid, THE PROJECT LEADERSHIP PYRAMID IN PRACTICE, Practicing the Principles, Project Initiation and Set-Up, Project Execution, Projects in Trouble, Closing a Project, Summary, How to Become an Effective Project Leader, Appendices, Bibliography, Index

Contents: PART I: INTRODUCTION 1. Overview, 2. Physical Flows, PART II: STRATEGIC ISSUES, 3. Logistics Strategic Decisions, 4. Logistics Philosophies, 5. Logistics Parties, 6. Logistics Future Trends, PART III: TACTICL & OPERATIONAL ISSUES, 7. Transportation, 8. Vehicle Routing Problem, 9. Packaging and Material Handling, 10. Storage, Warehousing & Inventory management, 11. Customer Service PART IV: SEPCIAL AREAS AND PHILOSOPHIES, 12. Logistics System: Information and Communication Technology, 13. Reverse Logistics, 14. Retail Logistics, 15. Logistics Planning in Disaster, 16. Freight Transportation externalities, 17. Robust Optimization of Uncertain Logistics Networks, 18. Integration in logistics planning and optimization, 19. Optimization in Natural Gas Network Planning, 20. Risk Management in Gas Networks, 21. Modeling the Energy Freight Transportation Network

Contents: Introduction, 1. The organisation in context, 2. The organisational landscape, 3. The key players 4. The macro environment 5. SWOT analysis, References

Contents: Introduction, 1. Why change? 2. The conditions for change3. A framework for change 4. Individual and organisational change 5. Techniques for sustainable change, References

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MANAGEMENT

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5

Management Extra Development For

High Performance

Elearn

Management Extra Financial

Management

Elearn


Management Extra InformationKnowledge

Management

Elearn

Management Extra Leading

Teams

Elearn


Management Extra Managing for

Results

Elearn

9788131209295 96 (Pb) ` 495.00 Elsevier India

Management Extra Positive Working

Relationships

Elearn


Contents: Introduction, 1. Development and improved performance 2. Leading and coaching 3. Mentoring and delegating 4. Change and performance 5. Evaluating performance, Reference

Contents: Introduction, 1. The shape of teams 2. Approaches to leadership 3. Leadership in practice 4. Team building 5. Strengthening the team, References

Contents: Introduction, 1. Key financial statements 2. Preparing and monitoring budgets 3. Pricing for profitability 4. Reviewing financial performance 5. External reporting, References

Contents: Introduction, 1. Information and decision making 2. Evaluating information 3. Communicating information 4. Information systems 5. Knowledge management, References

Contents: Introduction, 1. Communicating to connect 2. Behaving assertively 3. Making meetings productive 4. Negotiating win-win solutions 5. Recognising and managing conflict, References

Contents: Introduction, 1. Specify the results 2. Motivation theory 3. Motivation to active results 4. Grievance and disciplinary procedures 5. A balancing act, References

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Management Extra Project

Management

Elearn

9788131209318 000 (Pb) ` 495.00 Ane Books

Elearn


Management Extra Quality and Operations

Management

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MANAGEMENT

6

Contents: Introduction, 1. What is a project? 2. Project initiation and definition 3. Project planning 4. Putting the plan into action 5. Project completion, References

Contents: Introduction, 1. The language of quality 2. Improvement 3. Operations management 4. Techniques for planning and control 5. Quality in health, safety and environment, References

Management Extra Recruitment & Selection

Elearn

Management Extra Reputation

Management

Elearn


Contents: 1. Employment figures 2. A recruitment analysis tool 3. Equal opportunities in recruitment 4. Conducting a SWOT analysis 5. Recruitment - only one option 6. The case of flexible working 7. Conducting a job analysis 8. Looking at job profiles 9. The use of competencies 10. Approaches to recruitment 11. Web-based recruitment advertising 12. Advertising 13. Shortlisting 14. Selection tests 15. Improving interviews 16. Identifying interviewing skills 17. Taking part in interviews 18. Improving induction

Contents: Introduction, 1. Image and reputation 2. Creating and managing a corporate image 3. Creating and managing brand image 4. Managing the internal image 5. Managing the external image, References

Management Extra Development For

High Performance

Elearn Elearn


Management Extra Managing Yourself

Contents: Introduction, 1. Learning and reflection 2. Personal development and self-awareness 3. Exploring perceptions and diversity 4. Time management 5. Stress and life balance, References

Contents: Introduction, 1. Development and improved performance 2. Leading and coaching 3. Mentoring and delegating 4. Change and performance 5. Evaluating performance, References

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Project Management

Toolkit 4 Vols Set

Trish Melton

9789382291251 1132 (Pb) ` 4995.00 Butterworth-Hein

Project Management Tools and Techniques

For Success

Christine B. Tayntor

9781439816301 290 (Pb) ` 1695.00 CRC Press

Moving From Project Management

to Project Leadership

R. Camper Bull

9781439826676 300 (Hb) ` 1695.00 CRC Press

Moving into Mass Customization

Claus RautenstrauchRalph Seelmann Eggebert

Klaus Turowski

9788181281586 254 (Hb) ` 595.00 Springer India

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MANAGEMENT

7

Contents: Introduction, The Case for Project Leadership, The Fundamentals, The Project Manager as Entrepreneur, Understanding Teamwork, Teams versus Groups, Leadership versus Management, The Extraordinary Project Leader, Concrete Leadership, Dealing with Change, Leadership Sideways, Leading the Next Generation, Leadership Development, From Good to Great, Getting Things Done as a Project Leader, Project Leader Organization, Project Team Organization, Taking on Tasks, Conclusions, Appendix, Glossary, Bibliography, Index

Contents: Part I: THE STRATEGY OF MASS CUSTOMIZATION, On the Economics of Mass Customization, A Procedure for Building Product Models, Mass Customization Facing Logistics Challenges, From Mass Production to Mass Customization: The Impact on Integrated Supply Chains, Key Value Attributes in Mass Customization, Part II: PREPARATION AND IMPLEMENTATION, Web Tools for Supporting Mass Customization, Manufacturing Planning and Control Content Management in Virtual Enterprises Pursuing Mass Customization, Customer Interaction and Digitizability - A Structural Approach to Mass Customization, Intermediaries for the Provision of Mass Customized Digital Goods in Electronic Commerce, Knowledge Fusion in the Business Information Environment for e-Manufacturing Pursuing Mass Customization, Experiences of Applying Systematic Modularisation Methods in Light Assembly Industry, Part III: A VALUE CHAIN, Mass Customization and Beyond - Evolution of Customer Centricity in Financial Services, Modularity in Three Dimensions: A Study of Mass Customization in the Dutch House Building Industry, Customization of Capital Goods - Implications for After Sales

Contents: Contents: Introduction to Project Management, Defining Project Management, Project Management and Change, Being Prepared, Introduction to the Case Study, The Initiation/ Definition Phase, Getting Started – Choosing the Right People, Ensuring It’s the Right Project, Managing Expectations, Identifying and Avoiding Risks (The Initial Risk Assessment), Drafting the Preliminary Business Case, The Planning Phase, Part 1: Who’s Involved? The Critical Question: Who’s Leading the Project? The Planning Phase, Part 2: What, Where and When, Establishing the Roadmap, Project Specifications and Statements of Work, Completing the Plan, The Execution and Control Phase, Part I: More Planning, Ground Rules, The Change Management Process, The Communication Plan, The Execution and Control Phase, Part II: Making it Happen, Monitoring the Project, Quality and Control, Organizational Readiness, When Murphy’s Law Takes Effect: Possible Problems and Ways to Avoid Them, The Closeout Phase, The Final Steps, Appendices,List of Acronyms, The Project Charter, The Functional Process Map, The Failure Modes and Effects Analysis (FMEA), The Metric Reliability Assessment Spreadsheet, Suggested Reading

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MANAGEMENT

8

Quick WitsA Compendium of

Critical Thinking Skills

Marlene Caroselli

Revealing The Corporation

Perspectives on Identity, Image, Reputation, Corporate Branding and

Corporate Level Marketing

John BalmerStephen Greyser

9788180520679 000 (Pb) ` 795.00 Ane Books 9780415284219 000 (Pb) ` 495.00 T&F India

Contents: Introduction, A. Quick Thinking, The name Game, Attending to Attention, Rhymed Reductions, The endless Question, The questionable Question, The K W I C Techinque, Verbal Veiocity, On a Roll with Roles, Juxtaposed Pairs, Presidential Pursuits, The Umbrage Not Taken, If the Hat Fits, Brainstroming/Brainsqueezing, Perceptual Shifts, Table Turning, Organizational Oxymorons, Stratification, B. Creative Thinking, Particular Virtues, Per Mission, Perspicacious, Perspectives, Turnarounds, Peerless Recognition, Food for Thought, Try Umph!, Left is right. So is right, Ms. Matches and Mr. Matches, Cre8 get N2lt, think outside the locks, thinking is an art, A Kin to kinesthesia, Low and high Logos, Blues on Parade, Scrambled pegs, Ban Banalogies, C. Analytical Thinking, Crisis critiques, Trend spotters, The Triple A Approach, Meta for you, A foolery of fun, whisps and whisper, Patterned Organisation, Pro'N' ConD, direct Responses, What's on first, In your sights, Giving Problems a why'd Berth, Leaning Toward Lao-Tzu, Resource full, Living Problems Lively solutions, Mother necessity, Father time

Contents: 1. Revealing the Corporation: An Integrative Framework 2. Identiy: The Quintessence of an Organization 3. Corporate Communications: A Dimension of Corporate Meaning 4. Corporate Image and Reputation: The Other Realities 5. The Corporate Brand: An Organization's Covenant 6. Case Study Section

Scrum Project Management

Kim H. Pries Jon M. Quigley

Ten Steps to Maturity in Knowledge ManagementLessons in Economy

J.K. Suresh Kavi Mahesh

9781439825150 000 (Pb) ` 1495.00 CRC Press 9781843341307 248 (Pb) ` 795.00 Chandos Pub.

Contents: Why Scrum? Scrum Basics, Scrum and Conventional Project Management, Complex Program Management, Scrum and Line Management, Scrum and the Waterfall Method, Scrum and Education, Scrum and Six Sigma, Scrum and Systems Engineering Defense-Style, Scrum and Service Industry, Scrum and Hospitals, Outsourced Scrum, The New Age

Contents: PART 1 INTRODUCTION, Knowledge management in practice: an introduction, The basic lesson – economy in knowledge management, PART 2 STRATEGY, 1. Economy of plan – adopt an evolutionary strategy, 2. Economy of change – be non-intrusive, 3. Economy of control – disempower the KM team, PART 3 DESIGN, 4: Economy of scope – understand the knowledge dynamics of your organization, 5. Economy of effort – decentralize KM, 6: Economy in deployment – design an enterprise KM architecture, PART 4 PRACTICE, 7: Economy in assessment – nurture a self-assessing quality system, 8: Economy in promotion – motivate through recognition, 9. Economy in evolution – measure from the start, PART 5 FUTURE, 10. Look beyond KM, The final lesson: make KM a way of life, Appendix: Knowledge management in practice – Infosys Technologies, References, Index

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MANAGEMENT

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9

The Rise and Fall of

Management

Gordon Pearson

The Complete Guide to Business Risk Management

2/Ed

Kit Sadgrove

9788186286414 298 (Pb) ` 2995.00 Gower 9788186268346 329 (Hb) ` 2995.00 Gower

The Handbook of

Customer Satisfaction and Loyalty

Measurement 3/Ed

Nigel Hill Jim Alexander

Transformation Management

Ronnie Lessem Alexander Schieffer

9788186286421 273 (Hb) ` 2995.00 Gower 9788186286407 370 (Hb) ` 2995.00 Gower

Contents: Prologue; Part 1 The Emergence of Management: Creating the first economic surplus; An economic theory of industry and commerce; Industrialization and management responsibilities; The developing economic and political context. Part 2 The Rise of Professional Management: New world, big business and educating management; Division of management labour; Theories of management; Management in practice. Part 3 The Educated Fall of Management: Seduction by the new strategic management; Friedman and business-friendly government; Business schools versus management education. Part 4 Management for New Responsibilities: The emerging perspective. Epilogue; Bibliography; Index.

Contents: Risk management: a powerful tool; Defining and assessing risk; Managing corporate risk; Product and service problems: operations and production risk; Purchasing problems; Managing health and safety; Preventing environmental damage; Protecting against fire; Maintaining security; Pre-empting fraud; Staying financially healthy; Avoiding IT disaster; Liability, legal risks and intellectual property; Market leadership through risk management; People risks and corporate ethics; Contingency planning, crisis management and business continuity; Introducing a risk management system; Minimizing risk in major projects; What risks will the future bring? Appendix; Resources; Further reading; Glossary; Index.

Contents: Introduction; Why measure customer satisfaction?; Loyalty; The satisfaction-profit chain; Survey objectives; Understanding customer behaviour; Exploratory research; Sampling; Survey options; Questionnaire design; Interviewing skills; Analysis and reporting; PR aspects; Measuring loyalty; Modelling and forecasting; Maximising the benefits; Appendices: Examples of customer satisfaction questionnaires; SERVQUAL; Glossary of terms; Additional information; Bibliography; Index.

Contents: Preface; Introduction, Axel Uhl; Meta management, Philip Stiles, Axel Uhl and Paul Stratil; Strategy management, Axel Uhl, Dominic Houlder, Daniel Schmid and Michael von der Horst; Value management, John Ward, Thomas Rennebaum and Stephan Amling; Risk management, Brent Furneaux, Tomasz Janasz, Thomas Schild and Roberto Klimmek; Business process management, Jan vom Brocke, Martin Petry and Thomas Gonser; Transformational IT management, Robert Winter, Philipp Gubler, Felix Wortmann, Andreas Elting and Werner Schultheis; Organizational change management, Oliver Kohnke, Sebastian Reiche and Ernst Balla; Competence and training management, Christoph Pimmer, Jürg Haefliger and Florian Blumer; Program and project management, Michael Rosemann, Jan Recker, Norizan Safrudin and Ronald Marketsmueller; Case study: Motor Stars - implementation of a global HR system in an automotive company, Christoph Pimmer, Axel Uhl, Michael Brandenburg and Robert Günther; Lessons learned from the business transformation case studies, John Ward and Axel Uhl; Appendices; Index.

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MANAGEMENT

10

50 Activities For Achieving Excellent

Customer Service

Darryl S DoaneRose D Sloat

50 Activities For Conflict Resolution

Jonamy LambartSelma Myers

9788180520723 275 (Pb) ` 795.00 Ane Books 9788180520044 300 (Pb) ` 795.00 Ane Books

Contents: Introduction, How to use this resource manual, Acknowledgements, Part A. Service Attitude, Part B. Customer Service Icebreakers, Part C. Call Centers and the Telephone, Part D. Professionalism with No Excuses, Part E. Communication-Listening to your customers, Part F. Customer Treatment (Internal and External), Part G. Essential Tools for Success, Part H. Customers and the World Wide Web, Part I. Asking for the order, Part J. Fulfilling Needs/ Providing Solutions, Part K. Customer Service Assessments, Part L. Uncomfortable Situations, Part M. Customer Service Stories, Bonus Section, Appendix A: CD Documenter Learing Tool, Appendix B: Customer Service Reminders, Author/Editor Biographies

Contents: Preface, Introduction, Part 1: Exploring Conflict, Know Yourself, Understanding Conflict, Values and Perceptions, Resolving Conflict Situations, Independent Study, Part 2 : Introduction to the back of the book, Exploring Conflict, Know Yourself, Understanding Conflict, Values and Perceptions, Resolving Conflict Situations

50 Activities For Developing

Leaders Vol I

Lois B Hart

50 Activities For Developing

Leaders Vol II

Lois B HartCharlotte S Waisman


Contents: Introduction, How to use this resource manual, Acknowledgements, Part A. Service Attitude, Part B. Customer Service Icebreakers, Part C. Call Centers and the Telephone, Part D. Professionalism with No Excuses, Part E. Communication-Listening to your customers, Part F. Customer Treatment (Internal and External), Part G. Essential Tools for Success, Part H. Customers and the World Wide Web, Part I. Asking for the order, Part J. Fulfilling Needs/ Providing Solutions, Part K. Customer Service Assessments, Part L. Uncomfortable Situations, Part M. Customer Service Stories, Bonus Section, Appendix A: CD Documenter Learing Tool, Appendix B: Customer Service Reminders, Author/Editor Biographies

Contents: Preface, Foreword, How to get the most out of this book, About the Authors, Acknowledge to the contributors, Part One: Lay the groundwork, Energize Them and Then close, Part Two: To thine own self be true, Part Three: Set an Example, Part Four: Bring out their best! Appendix

50 Activities For Diversity Training

Jonamy LambertSelma Myers

50 Activities For Promoting Ethics

in The Organizations

Marlene Caroselli


50 Activities For Self Directed Teams

Glen M ParkerRichard P Kropp

50 Activities to Teach Negotiation

Ira G. Asherman


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11

Contents: About the authors, Preface, Introduction, Part 1: Diversity Icebreakers, Part 2: Culture and Diversity, Part 3: Change, Communication and Conflict Resolution, Part 4: Gender at work, Part 5: Culture and Career Transitions

Contents: Introduction, Part A. Ethical Leadership, Part B. Ethical Corporate Citizenship, Part C. Ethical Salesmanship, Part D. Ethical Management, Part E. Ethical Teamwork, References

Contents: Introduction, Section 1: Getting started, Section 2: Building and maintaining the team, Section 3: Special Issues, About the authors

Contents: Introduction, 1. Opening Activities, 2. Planning, 3. Creative Thinking 4. Negotiation Skills 5. Negotiating Styles 6. Assertiveness 7. Questioning Techniques, 8. Ranking Exercises 9. Surveys 10. Case Studies, 11. Negotiation Transcripts 12. General Exercises 13. Needs and Interests 14. Difficult People 15. Boundary Roles 16. Sales Negotiation, Appendix

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Ane Books Pvt. Ltd. · Ane Books Pvt. Ltd. MANAGEMENT 2 Essential Project Management Skills Kerry R. Wills Games & Simulations The Training House 9781439827161 000 (Pb) ` 1995.00