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The Complete Guide to Systems Thinking and Learning
HRD Press 2000; US$ 99.00The Complete Guide to Systems Thinking and Learning uses the Systems Thinking ApproachTM to guide transformation change in our personal lives and organizations. Systems Thinking was first popularized in 1990 by Peter Senge with his best-selling book, The Fifth Discipline. Unlike Analytical Thinking where the parts are primary and the whole is secondary,... more...
50 Activities for Achieving Excellent Customer Service
HRD Press 2003; US$ 139.95This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator... more...
50 Activities for Promoting Ethics
HRD Press 2003; US$ 149.95This title is divided into five sections. Each section has ten exercises designed to stimulate discussion and promote inquiry regarding business ethics. The activities focus on Leadership, Corporate Citizenship, Salesmanship, Management, and Teamwork. Contributing to this collection is a range of trainers from a wide variety of disciplines and locations,... more...
50 Activities for Administrative, Secretarial, and Support Staff
HRD Press 2007; US$ 139.95This manual of activities is written for support staff the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training. The book presents a wide range of activities and handouts to help teach and apply the most critical competences... more...
101 Ways to Build Customer Relationships
HRD Press 2007; US$ 14.95Avoid common mistakes made with customers and increase your chance of business survival 101 Ways to Build a Better Relationship with Your Customers. Building better customer relationships is not just something that would be nice to do – it is something you must do if you expect to be successful in business today. This book contains 101 useful... more...
Excuses, Excuses, Excuses
HRD Press 2003; US$ 9.95“This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.”. Joe Breniser, President. Creative Training Institute “An insightful look as to why customers don’t always receive first class... more...
Leaders Communication Toolkit
HRD Press 2004; US$ 24.95A practical guide for 21st century business leadersLeaderâÂÂs. E-mail, cell phones, video conferences, voice mailâÂÂever feel like there are too many communication tools and not enough guidance in using them?. You need the indispensable LeaderâÂÂs Communication... more...
Organizational Assessment Diagnosis and Intervention
HRD Press 2000; US$ 29.95From strategy formulation to change implementation, management decides what will be done, how it will be done, who will do it, and what the ultimate outcome should be. Unfortunately, this is not a precise, predictable process. Every day, organizations fail because they selected the wrong people, the wrong market, the wrong equipment, the wrong product... more...
Social Intelligence Skills for Governement Managers
HRD Press 2006; US$ 14.95This timely series is based upon 15 years of experience and work of trainers and researchers in the field of criminal justice. Each book is filled with the practical skills and actual techniques and methods. The focus is on how to communicate and get others to what is desired with minimal hassles. Examples and techniques are based on the real world... more...
The Service Pro
HRD Press 2003; US$ 9.95This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service. More about the Service Pro Program.... more...









