Organizational Behavior Leadership

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.

Drawing on their groundbreaking data-driven research, as well as in-depth case studies and extensive interviews with managers and employees at companies like IBM, Accenture, and eBay, the authors show what behaviors define a connector manager, and why they are able to build powerhouse teams. They also show why other types of managers fail to be equally effective, and how they can incorporate behaviors of connector managers in order to be more effective at building teams.

Using real-life practical experiences, serial entrepreneur and thought leader Faisal Hoque teams up with journalist Drake Baer to provide a personal and professional playbook that is part philosophy, part business, and part history. Everything Connects offers the wisdom of 2,500-year-old Eastern philosophies and the interconnected insights of Leonardo da Vinci. Couple that with Fortune 100 corporate cross pollination for creativity and startup thinking for how to adapt with ease, and you'll quickly discover that everything connects.

Critically acclaimed author and investigative journalist Jeff Benedict (a Mormon himself) examines these highly successful business execs and discovers how their beliefs have influenced them and enabled them to achieve incredible success. With original interviews and unparalleled access, Benedict shares what truly drives these individuals and the invaluable life lessons from which anyone can benefit.

McKinsey & Company is the most respected and most secretive consulting firm in the world, and business readers just can't seem to get enough of all things McKinsey. Now, hot on the heels of his acclaimed international best seller The McKinsey Way, Ethan Rasiel brings listeners a powerful new guide to putting McKinsey concepts and skills into action­­: The McKinsey Mind. It explains, step-by-step, how to use McKinsey tools, techniques, and strategies to solve an array of core business problems and to make any business venture more successful.

In this easy-to-follow book for all entrepreneurs, managers and HR professionals, Brad Giles outlines the simple step-by-step process that leaders worldwide use to significantly increase the effectiveness of both new hires and existing teams. Backed by global research and years of implementation, Onboarded brings dramatically more confidence to leaders responsible for managing new hires.

Economic injustice caused by wealth disparity is quickly becoming the hottest debated topic in America. Employee ownership is not the only answer for economic justice, but it can be a critical puzzle piece for tens of millions of Americans where the current inherent disadvantage of circumstance stands in their way. Create Amazing demonstrates how ownership can provide the ultimate competitive advantage to a growing company - and the nation.

On Fire at Work flies in the face of other books on workplace culture by showing that employee engagement isn't the ultimate goal - it's merely the starting point. Top-tier leaders of the world's best places to work reveal their best-practice strategies for getting employees to work harder, perform better, and stay longer. On Fire at Work features examples and original stories from exclusive personal interviews with over 25 founders/CEOs/presidents of companies like Marriott, Siemens, and many more!

Mark Schwartz, author of leadership classics A Seat at the Table and The Art of Business Value, reveals a new (empowering) model for the often soul-shattering, frustrating, Kafkaesque nightmare we call bureaucracy. Through humor, a healthy dose of history and philosophy, and real-life examples from his days as a government bureaucrat, Schwartz shows IT leaders (and the whole of business) how to master the ways of the Monkey, the Razor, and the Sumo Wrestler to create a lean, learning, and enabling bureaucracy.

As management ages and prepares to work longer than previous generations, and Millennials join companies at steady rate, companies are suffering through tension and dissonance between Millennials and Boomers, and realizing that they can't just wait for management to age out to fix it. Finding productive ways to work across the generation gap is essential, and the organizations that do this well will have significant strategic advantages over those that don't.

Employers look for two things when hiring or promoting people: knowledge and skill. They rarely, if ever, consider character. Yet character is the key to extraordinary business success. The Good Ones presents 10 crucial qualities of high-character employees, qualities that enhance employee satisfaction, client relationships, and the bottom line. You'll hear stories from managers and employees across the US and beyond who reveal how honesty, courage, loyalty, and patience have helped their organizations maintain an edge over the competition.

Lead from the inside out to build great teams and powerful business results. Leading great teams is like building a bridge. Each support cable strengthens the organization, providing both safety and strengthens work culture. The Leadership Bridge was written for anyone who aspires to great leadership in today’s volatile work environment.

Rookie Smarts addresses the questions every experienced professional faces: Will my knowledge and skills become obsolete and irrelevant? Will a young, inexperienced newcomer upend my company or me? How can I keep up? The answer is to stay fresh, keep learning, and know when to think like a rookie.

Culture change expert and diversity speaker Michelle Silverthorn explains how to transform diversity and inclusion from mere lip service into the very heart of leadership. Following the journey of a Black woman in the workplace, leaders learn the old rules of diversity that keep failing her and millions like her again and again, and the new rules they must put in place to make success a reality for everyone.

Human Design is the next evolution after Myers-Briggs, the Enneagram, and other innovative profiling systems. Whether your field is psychotherapy, recovery, coaching, or healing arts, and whether your clients are individuals, couples, families, or business teams, Understanding Your Clients through Human Design will empower your work and call you to reconsider how you approach people. Inspire your practice with this groundbreaking and accessible approach and take your work to the next level!

What if people could feel confident communicating what they are really thinking without fearing a negative response from their colleagues or boss? Consulting with a diversity of organizations for the past decade, the authors have seen time and again that leaders are failing to draw out ideas and perspectives from their introverts and, at the same time, shutting up their extroverts. Inhibitors in organizations make candid communication unsafe, rendering many things left unsaid.

How can we create workplaces where people thrive and love what they do and where they work? Al Lopus, cofounder and CEO of Best Christian Workplaces Institute, has studied hundreds of organizations to discover eight key drivers in companies with healthy cultures and engaged employees. With compelling case studies, behind-the-curtain revelations, and enlightening personal anecdotes, Road to Flourishing will motivate leaders, managers, and their teams to reimagine, reassess, and renew their commitment to building healthy work cultures where everyone can flourish.

ATTENTION COLLEGE STUDENTS: If you need to write a paper on workplace deviance or psychopathic employees, then this is the perfect reference. It's simple, easy to understand, and right to the point. Workplace Deviance This book focuses on workplace deviance. Specifically, it examines: • The types of workplace deviance and the effects they have on people and organizations • The root causes of workplace deviance • The methods available for preventing workplace deviance If you are interested in learning about workplace deviance through simple explanation and related organizational ...

Whether you're stuck in middle management, stalled in mid-career, or mulling over a major career change, sometimes the proverbial glass ceiling feels very real indeed - a barrier keeping you from fulfilling your potential. Unlike other books, which focus on fixing you, Kick Some Glass empowers you to break through your glass ceiling and guides you toward understanding your context and uncovering what you really want, what your definition of success is, what your values are, and how to set the goals to reach your potential.

Our individualistic society has created an environment of fear, division, and domination, which has crushed our ability to relate meaningfully to each other and diminished our capacity to innovate and collaborate. Jean Oelwang, president and founding CEO of Virgin Unite, has been on a decade-long exploration to find out how to nurture relationships with depth and purpose. Deep connections shape who we are and have a profound ripple effect on everything we do, supporting us to achieve more, withstand anything, and amplify impact.