Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training…
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By
Renee EVENSON
AMACOM, September 2011
ISBN: 9780814417164
Human Resources & Personnel Management, Training
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Written by experts working with the nation's leading training organization, this book is a treasure trove of information for trainers on how to go about designing a training program, gathering…
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Workplace “drama” that’s productive! The secret to business growth is right before your eyes—it’s the creativity and innovation percolating in each one of your employees every minute of every day. How…
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By
Val Gee, Sarah Gee
ISBN: 9780071768610
Human Resources & Personnel Management, Training
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This is a book that focuses on the single most influential factor in the learning experience. Why that factor is so important, and what are the keys to gaining the most from the all important teacher…
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By
Liz O'Rourke
Global Management Enterprises, LLC, January 2010
ISBN: 9781934747926
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What does it really take to become a great leader? You need a framework for leading that gives you clarity when chaos is all around you. The framework called "Leadership in Context" already exists…
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By
Lawrence Knudsen
iUniverse, April 2001
ISBN: 9781475900453
Human Resources & Personnel Management, Training
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Michael Allen's e-Learning LibraryMost e-learning that is produced for classroom training is created using instructional models that were introduced more than thirty years ago. To update design…
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Michael W. Allen
Pfeiffer, June 2011
ISBN: 9781118036853
Human Resources & Personnel Management, Training
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In his new book, Henry Mintzberg offers a sweeping critique of how managers are educated and how management, as a result, is practiced, and makes thoughtful-and controversial-recommendations for…
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By
Henry Mintzberg
Berrett-Koehler Publishers, July 2005
ISBN: 9781609940447
Human Resources & Personnel Management, Training
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Are your best performers ready to step up? Surveys show that top employees want to grow, learn and acquire new skills. They value development and want to be continuously sharpening their expertise…
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By
Rebecca L. Morgan
Morgan Seminar Group, April 2009
ISBN: 9781930039506
Human Resources & Personnel Management, Training
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Negotiation is an essential part of doing business, but to be an effective negotiator one must master a wide variety of skills such as listening, self-awareness, conflict resolution, assertiveness…
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