Behavior Management

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Jonathan Smart, business agility practitioner, thought leader, and coach, reveals the patterns and antipatterns that will help organizations from every industry deliver better value sooner, safer, and happier through high levels of engagement, inclusion, and empowerment. Through his decades of experience in the technology world, Smart provides business leaders with a blueprint for creating a world-class organization of the future.

Here, drawing on revealing, honest stories from his five decades in business - the company's many successes as well as its stumbles - Koch walks the listener step by step through the five dimensions of Market-Based Management to show stockholders, entrepreneurs, leaders, students - and innovators, supervisors and employees of all kinds, in any field - how to apply the principles to generate Good Profit in their organizations, companies, and lives.

The Principles of Scientific Management by F.W. Taylor is a tremendously important book, the essence of which has had irreversible impact on the way we think about organized labour and management today. It is a product of many years of experimentation, uncertainty, and hard work, fused with thoroughly modernist ideals of a pedantic mind. This book is a culmination of Frederick Winslow Taylor’s career as, perhaps, the most famous management consultant. It stands on the shoulders of his previous examinations of the wage system and the operational characteristics of machine tools.

Cynthia Shapiro is a former human resources executive who's pulling back the curtain on the way that companies really work. In Corporate Confidential, she unmasks startling truths and what you can do about them. Shapiro pulls no punches, giving listeners an inside look at a secret world of hidden agendas they would never normally see: a world of insider information and insights that can save a career.

Leadership accountability is a major issue in organizations around the globe. Research has shown that teams and individual employees are overwhelmingly dissatisfied with the degree of accountability demonstrated by their leaders. Effective teams need responsible and accountable leaders - the solution seems simple. Yet, thousands of businesses are struggling with mediocre performance and widening gaps in leadership.

Using stories from his time at Netscape, Apple, and Slack, Michael Lopp presents a series of small but compelling practices to help you build leadership skills. You’ll learn how to create teams that are highly productive, highly respected, and highly trusted. The essays in this book examine the practical skills Lopp learned from exceptional leaders - as a manager at Netscape, a senior manager and director at Apple, and an executive at Slack. You’ll learn how to apply these lessons to your own experience.

A game-changing road map for ambitious people to transform chronic stress and anxiety into sustainable happiness and success. Throughout her years as a licensed clinical psychologist, Mary E. Anderson, PhD—known affectionately as “Dr. A” by her clients—has noticed a pattern: Talented...

Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.

Ponzinomics by Robert L. FitzPatrick, author of False Profits, is the first comprehensive account of how "multi-level marketing" was created in America, escaped criminal and civil prosecution, and spread all over the world. It is the first book to fully explain how the legitimate business of "direct selling" was turned into pyramid recruiting. Ponzinomics reveals how multi-level marketing helped to lay a foundation on Main Street of pervasive deception, financial self-destruction, authoritarian leader-worship, and economic make-believe.

In this groundbreaking book, Keith Law, the ESPN baseball writer and author of the acclaimed Smart Baseball, offers an era-spanning dissection of some of the best and worst decisions in modern baseball, explaining what motivated them, what can be learned from them, and how their legacy has shaped the game....

Much of what we hear about who gets to the top, and how, is wrong. Those who become chief executives set their sights on the C-suite at an early age. In fact, over 70 percent of the CEOs didn't have designs on the corner office until later in their careers. You must graduate from an elite college. In fact, only seven percent of CEOs in the dataset are Ivy League graduates - and eight percent didn't graduate from college at all. To become a CEO you need a flawless résumé. The reality: 45 percent of CEO candidates had at least one major career blowup.

Every employee at every level wants to feel seen, heard, and respected. If we don’t feel safe, we can’t be our best selves or do our most creative work. This is why leaders must ensure psychological safety for everyone in their team. Whether you’re a manager, CEO, or entrepreneur, The Psychological Safety Playbook is the guide you need to lead your team to the highest levels of performance and innovation.

The HBR Guide to Collaborative Teams provides practical tips and advice to help you collaborate more effectively. Whether you're leading your own direct reports or building a talented group from disparate parts of your organization, you'll discover how to align others' goals and skills so you can solve problems as a team and deliver great results.

Rapid change defines the world around us, requiring a more effective type of organization. New discoveries change our understanding of how the world works, and Margaret J. Wheatley shows us how the “new science” can lead to a powerful new view of the business world. Our world has become nonlinear and filled with constant transition, and this new understanding can be applied to the way we organize work, people, and our lives. Wheatley invites us to transform our way of thinking and adapt ourselves—and our companies—to the 21st century by offering a new way of thinking.

Written for parents of children with emotion dysregulation disorders, including disruptive mood dysregulation disorder (DMDD), The Uncontrollable Child is a lifeline. It contains a powerful set of skills based in dialectical behavior therapy (DBT)-including mindfulness, validation, limit-setting, and behavior-shaping to help you better understand your child and their behavior, and successfully find balance between acceptance and change, flexibility and consistency, and limits and love.

Culture Rules is a clarion call for leaders around the world. The pandemic has magnified the essential role that culture plays in an organization's health, vitality, and sustainability—some passed the test with flying colors while others are seeing with fresh eyes, deeply rooted issues and challenges within their culture. After completing a global study with over 5,000 participants from ten countries, Mark Miller and his team have exposed the most predominant fissures and their fixes.

Reframing Organizations provides time-tested guidance for more effective organizational leadership. Rooted in decades of social science research across multiple disciplines, Bolman and Deal's four-frame model has continued to evolve since its conception more than 25 years ago. This new seventh edition will be updated to include additional coverage of cross-sector collaboration, generational differences, virtual environments, globalization, sustainability, and communication across cultures.

Demographics not only define who we are, where we live, and how our numbers change. For those who can read beyond the raw figures, they open up hidden business opportunities that lie ahead. What will happen when retiring Boomers free up jobs? How will Generation Y alter supermarkets? Which states will have the most dynamic workforces? Will American manufacturing rebound as Asia's population declines? Upside puts this powerful yet little-understood science to work finding answers.

L'introduction du livre est lue par l'auteur. "La recherche en management ? Ça ne sert à rien !" Vous avez besoin de la preuve du contraire afin de bâtir l'entreprise gagnante de demain ! C'est à vous que s'adresse le nouveau livre audio "Vous allez redécouvrir le management !" d'Olivier Sibony, l'auteur du livre audio de management de l'année intitulé "Vous allez commettre une terrible erreur !". Chaque jour les managers et les dirigeants prennent les décisions les plus importantes qui influencent l'avenir de leur entreprise.