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Winning with the Customer from Hell
ECW Press 2004; US$ 10.95Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening... more...
How to Make Collaboration Work
Berrett-Koehler Publishers 2002; US$ 19.95Every day we work with others to solve problems and make decisions, but the experience is often stressful, frustrating, and inefficient. In How to Make Collaboration Work, David Straus, a pioneer in the field of group problem solving, introduces five principles of collaboration that have been proven successful time and again in nearly every conceivable... more...
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Wiley 2009; US$ 27.95A guide to getting new employees recruited, oriented, and productive—FAST "Onboarding," a growing trend in the business community, is a focused methodology that gets people in new roles up to speed quickly and efficiently. This book guides you through a process that enables you to recruit, orient, and enable your new employees to get the job... more...
Unfolding the Napkin
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HarperCollins 2009; US$ 7.99DO IT!That's the simple, eloquent message of The Art of Creative Thinking. It will teach you how to nurture, develop and exercise creative abilities and provide tools that enable you to recognize opportunities and develop fresh insights into everyday, on-the-job problems.The techniques of the DO IT process combine the systematic approaches of business... more...
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