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.

Do you hope to be coached or be a great coach? Or wish that your organization could execute its coaching mandate? Mark Colgate's 8 Moments of Power is the missing piece for those hoping to orchestrate a coaching change. In this engaging book, Colgate takes us on a journey with humorous stories, case studies, and pragmatic frameworks, while examining how organizations can create a coaching system that designs for, and delivers, continuous feedback that simultaneously increases employee and customer engagement.

This book is about one of the most important factors that leads to spectacular performance in organizations. Kim Cameron, a true pioneer in the study of positive leadership, offers validated scientific evidence that all individuals are inherently attracted to and flourish in the presence of positive energy.

Change-Friendly Leadership: How to Transform Good Intentions into Great Performance is a simple affirmation that successful organizational change involves - requires, in fact - the active, willful participation of the people affected by the change. In the change approach prescribed here, the friendly factor is not just a play on words; it is the very foundation for effectively engaging people's heads, hearts, and hopes.

Is it possible to create a positive workforce in negative times? Yes, it is, says speaker, strategist and consultant Liz Jazwiec, RN. But first, you have to get real about how tough a job in healthcare really is and also about the negative things you and your staff members do to make it even tougher. In her audiobook, Liz gets real about all that and more. In her darkly humorous, ever-so-slightly sarcastic style - after all she was an ER nurse - she builds a case for the powerful benefits of a positive workplace.

Are your organization's ideas growing stale? Do your employees need to refresh their thinking? We've combed through hundreds of Harvard Business Review articles and selected the 10 most important ones to help you instill creativity across your organization.

UCLA psychologist and organizational consultant Dr. Robert Maurer provides a simple and proven effective technique for making major changes with minimal disruption. Applying the operational concept of kaizen - small, continual improvements - to common management challenges, managers can drive major improvements with a series of well-planned techniques for boosting quality, innovation, sales, and morale.

Visionary Leadership in a Turbulent World: Thriving in the New VUCA Context is the thoughtful analysis of nine expert authors from around the globe who put VUCA under the microscope and take the listener on a journey that looks at VUCA from a number of different leadership perspectives. Through their research and writing these nine authors seek to provide sense-making and insights that are combined with practical tips and frameworks to help leadership embrace this new VUCA context and learn how to thrive within it.

A humorous yet practical five-step guide to ridding ourselves - and our companies - of the bureaucratic bottlenecks and red tape that plague every office.

It's difficult to ask anybody "how are you?" without hearing the word "busy" somewhere in their response. We feel overwhelmed by busyness because of the demands on our time: our inboxes and our to-do lists are bulging, a huge amount of people expect things from us and our organisations are trying to do more with fewer people. But it doesn't have to be that way. In reality, busyness isn't essential. Yes, there is a lot to do, but believing you're always busy because you have so much to do is both false and unhelpful.

Discover eight radical lessons from 100 of the world’s most inspiring organisations. Today’s workplaces are broken. Badly broken. The good news? There is a better way. And it's not just theory. It's already practiced in pioneering organisations around the globe. Drawing on Minnaar and De Morree’s visits to 100+ of the world’s most progressive organisations, this audiobook gives direct evidence that you can make work enjoyable and rewarding, while boosting performance and success.

Inside Leadership in Diversity and Inclusion, you’ll discover how a team brimming with different cultural backgrounds can create better innovation and ingenuity; the largest hurdles and how to overcome them; the true meaning behind the terms “microaggressions", “unconscious bias", “privilege", and “antiracism” and how these terms apply to your business, proven techniques that you can implement to bring about major change and inclusive leadership, and much more!

Award-winning organizational advisor Anese Cavanaugh reveals the secrets of IEP - Intentional Energetic Presence - for transforming your workplace and your life. The key to any company's success lies in its culture. This game-changing guide shows you how to shape and revitalize this culture - by setting the tone, engaging the team, and creating a dynamic working environment that encourages growth, productivity, and innovation.

Two veteran executive coaches help today's leaders learn how to retain and inspire their teams through the one thing their research has found works: Leading with Heart. In this audio, leadership coaches John Baird and Edward Sullivan share hundreds of hours of research and firsthand accounts of guiding leaders at some of the world's most respected big brands and small startups (Apple, Nike, Google, and Slack to name a few).

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.

This three-part book begins with Matt's story of going from selfish to servant while on his journey from prisoner to monk to social entrepreneur. The book shows leaders the connection between superior long-term results and serving their people and community. Matt Tenney cites numerous business case studies and research that demonstrate how servant leadership results in attracting top talent, increased employee engagement, and lower turnover, as well as a more innovative culture, better customer service, and a better ROI on marketing efforts.

Research shows you have a 50% chance of hiring the right employee...and a 50% chance of hiring the wrong one. It’s a toss up, but it doesn’t have to be. Mis-hires siphon your energy and erode team culture. Replacing them is stressful and can cost over $40,000 per re-hire. With the right tools, all of that can be avoided, and you can consistently make great hires. After years of scientific research and first-hand interview experience with thousands of candidates, Chaka Booker has created a system that helps employers consistently make great hires.

New York Times best-selling author and leadership expert Ken Blanchard’s popular TrustWorks! training program is now available in audiobook form! Trust Works!: Four Keys to Building Lasting Relationships is an insightful guide designed to help people navigate one of the most complex issues that affects all areas of our lives: trust. In Trust Works!, Ken Blanchard, Cynthia Olmstead, and Martha Lawrence demonstrate how to get along better with those around us.

In this book, Mike Robbins dives deep into the ways great businesses build trust, collaborate, and operate at their peak level. As an expert in teamwork, leadership, and emotional intelligence, Mike draws on more than 20 years of experience working with top companies like Google and Microsoft, as well as his baseball career with the Kansas City Royals. And, while each team and organization have their own unique challenges, goals, and dynamics, there are some universal qualities that allow teams to truly come together and thrive.

Now, from the AGI-Goldratt Institute and Jeff Cox, the same creative writer who co-authored The Goal, comes Velocity the book that reveals how to achieve outstanding bottom-line results by integrating the world's three most powerful continuous improvement disciplines: Lean, Six Sigma, and Goldratt's Theory of Constraints.