What's a rookie manager to do? Faced with new responsibilities, and in need of quick, dependable guidance, novice managers can't afford to learn by trial and error. "The First-Time Manager" is the ans
From depleted retirement accounts to underwater homes, it’s been gloomy news for years. But the picture will get much brighter for those who take advantage of the laws and reforms enacted in the wake
This one-stop resource presents the best practices in customer service and how to implement them. From classic issues like customer retention to contemporary concerns involving the internet, it covers
All too often, solving tough work issues can become a tug of war as clashing departments, priorities, personality styles, and other concerns threaten to destroy any possibility of a successful conclus
A resource of concise information, step-by-step instructions, reproducible training materials, and flexible course outlines, designed to help trainers and managers design and lead team-building worksh
People won’t put up with being “sold” anymore. If they sense they are being pushed, their guard goes up—and even if they do comply, lingering resentment undermines the relationship...maybe forever. Ye
These days it's easy to become a writer--after all, anyone can start a blog or a website. But the pinnacle for most authors is getting published in print--and that is tougher than ever. The book busin
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stella
There is perhaps no leadership challenge more daunting than managing creativity—and more urgent than delivering breakthrough innovation. How do you harness some of the most passionate, intelligent peo
The way a company designs its sales compensation program has a greater impact on behavior and results than any sales training, sales management method, or leadership message. Yet most senior executive
Describes the severity and proliferation of investment fraud in the United States despite government regulations, and helps readers identify investment scams and understand why these fraud cases occur
Every company faces the inevitable challenge: stagnate or grow. One of the fastest ways for small- and mid-size companies to expand is through acquisition. Purchasing another company can seem daunting
As a manager, one of your most important responsibilities is to motivate your employees to do their absolute best. Managers who create positive, rewarding, high-energy environments reduce absenteeism
In today's business environment, leaders at all levels are facing enormous challenges when it comes to achieving and sustaining breakthrough operating results. Globalization, economic change, more str
No matter how many initiatives you spearhead or how hard you think about decisions, you will make the occasional management misstep. All leaders do. You can lie awake at night questioning yourself or
Birth, death, and conflict'three things you truly can't avoid. Whether it's big or small, conflict eats into productivity and makes people feel stuck. Yet solutions exist for even the toughest situati
As a small-business owner or solopreneur, you wear many hats'perhaps the most important of which is marketer. But these days, with so many new ways to reach customers and clients and only so much time
Negotiation is an essential element of almost all of our interactions'personally and professionally. It's part of how we establish relationships, work together, and arrive at solutions for our clients
Virtual training gives learning professionals unprecedented flexibility, making it possible to reach participants globally and unite physically dispersed teams. But designers and facilitators must ada
In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back'and those who don't soon discover that word spreads fast. The differ
