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Leadership
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3-D Team Leadership Many organizations believe that high-functioning teams hold the key to breakthrough thinking, superior customer service, and high-quality products. But, all too often, leaders and managers fail to support teams so that they can deliver on their promises. For instance, many leaders ask for teamwork, but only reward and evaluate individual performance; focus on the group at the expense of individual members; or leave team members to sort out their differences, leading to the formation of unhealthy cliques. In 3D Team Leadership, Bradley L. Kirkman and T. Brad Harris present a dynamic new model for maximizing team performance. Previous books have treated teams as groups of people working interdependently, an approach that overlooks two crucial components: the individuals who make up the team and the subgroups that form within and between teams. To create a fuller portrait of team behavior, Kirkman and Harris propose an innovative "3D" framework that takes into account all three factors. Drawing on their own research, best-in-class studies, and extensive consulting, they show leaders how to properly diagnose the state of their teams, hone in on the element that needs attention, and seamlessly shift focus among the three components of teamwork as time goes on. Delivering practical guidance rooted in scholarship, 3D Team Leadership is a thoughtful and straightforward guide for the complex challenge of teaming today.
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Business Models for Teams Are you frustrated by these common problems? -Lack of a source of motivation common to millennials and boomers alike -Teambuilding exercises that fail to produce lasting results -Groups that isolate themselves in specialty silos -Job description myopia, or employee inability see the bigger picture -Organization charts that fail to show how work gets done Business Models for Teams helps you solve these problems. In fact, it may be the last teamwork toolkit you will ever need! Most leaders make the mistake of over-relying on verbal and written communications. But that approach is outmoded in today's systems-driven world. Using the same visual tools that made Business Model Generation and Business Model You so successful worldwide, Business Models for Teams lets you visually depict how any team really works - and how each person fits in. The Business Models for Teams toolkit provides the missing half of teambuilding, plus a research-based engagement method that works for employees of
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Extraordinary Leadership in Australia and New Zealand The research-driven guide to the leadership behaviours which create more engaged workplaces and higher performance, "Extraordinary Leadership in Australia and New Zealand" is a guidebook for what it takes, at any level of an organisation, to bring out the best in people. And full of insights not just from people who are making a difference, but also evidence from their direct reports, colleagues and managers about the impact that The Five Practices of Exemplary Leadership(R) has on them and their performance.
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Management : Theory & Practice Students will strengthen their skills in areas such as managing poor performance, being more directive and solving problems permanently. Another focus of this new edition is developing the assessments matrix for the Instructor?s Manual and mapping out assessment tools by Performance Criteria for each Unit and the Elements. New assessment assignments are also mapped to align with the 800+ Performance Criteria the text covers, adding even more value to this excellent resource..
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The First-Time Manager 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 answer, dispensing the bottom-line wisdom they need to succeed. A true management classic, the book covers essential topics such as hiring and firing, leadership, motivation, managing time, dealing with superiors, and much more. Written in an inviting and accessible style, the revised sixth edition includes new material on increasing employee engagement, encouraging innovation and initiative, helping team members optimize their talents, improving outcomes, and distinguishing oneself as a leader. Packed with immediately usable insight on everything from building a team environment to conducting performance appraisals, The First-Time Manager remains the ultimate guide for anyone starting his or her career in management.
Implement Operational Plan
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Supply Chain and Logistics Management Made Easy (2015) Using practical examples, Myerson reviews the integration, collaboration, and technology issues that are essential to success in today's complex supply chains. You'll learn how to measure your supply chain's performance, make it more agile and sustainable, and focus it on what matters most: adding customer value.
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Operations Planning (2014) A reference for those working at the interface of operations planning and optimization modelling. Operations Planning: Mixed Integer Optimization Models blends essential theory and powerful approaches to practical operations planning problems. It presents a set of classical optimization models with widespread application in operations planning.
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The Disaster Recovery Handbook (2017) In The Disaster Recovery Handbook, you will learn how to proactively: Assess risk Create and document recovery procedures Assemble a disaster team Test and debug thoroughly Safeguard vital records, and more! Including the third edition's updates of emerging risks, developments in IT networking, and information security--you can learn how to avoid a great deal of potential trouble for your organization. When unavoidable, unpredictable disasters occur, you will know that you have planned for every contingency and have ensured that your company is responsible, ready, and resilient.
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A Framework for Supply Chains : Logistics Operations in the Asia-Pacific Region A Framework for Supply Chains: Logistics Operations in the Asia-Pacific Region is the only book available which deals with the unique conditions of transport and logistics in Australia, New Zealand and the Asia-Pacific region. The student-friendly writing style provides a comprehensive yet concise overview of logistics as the science and art of availability.
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Business Driven Technology Unlike any other MIS textbook franchise, our Baltzan texts (Business Driven Technology, Business Driven Information Systems and M: Information Systems) discuss various business initiatives first and how technology supports those initiatives second. The premise for this unique approach is that business initiatives should drive technology choices. Every discussion in these texts first addresses the business needs and then addresses the technology that supports those needs.
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BSBOPS502 Manage business operational plans. Learner guide. This learner guide describes how to research and devise a business operational plan and explain its efficacy to others. It explains the process of acquiring resources, including the recruitment and induction of staff members. The material also demonstrates how to monitor and review the performance of an operational plan, and how to negotiate variations and adjustments to ensure its ongoing efficiency
Communicate Effectively
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Business Communication Virtually everybody has communication issues - other people both in their work environment and their private lives may think they are poor communicators, though they will seldom say it - another communication issue. This book will hopefully assist in making you a better communicator, both at work and in your personal life.
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Fish Can't See Water : How National Culture Can Make or Break your Corporate Strategy Using extensive case studies of successful global corporations, this book explores the impact of national culture on the corporate strategy and its execution, and through this ultimately business success--or failure. It does not argue that different cultures lead to different business results, but that all cultures impact organizations in ways both positive and negative, depending on the business cycle, the particular business, and the particular strategies being pursued.
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The Business Communication Handbook The Business Communication Handbook, 11e helps learners to develop competency in a broad range of communication skills essential in the 21st-century workplace, with a special focus on business communication.
Lead Teams
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Do You Care to Lead? (2020) Through Michael's five-part SONIC leadership formula, you will become a Care to Lead Leader. You will discover: One simple Care to Lead Leader practice that can literally revolutionize the culture of your teams and/or organizations. How to build real trust on your teams and/or organizations and explode creativity and the volume of ideas. How to have more courage and second guess yourself less.
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Lead Inside the Box (2015) It teaches leaders how to: Figure out where they are currently investing their time and energy across their teams. Identify the unique leadership needs of each team member. Make smarter decisions about how and where to invest their time and energy to get the best results out of everyone. Through simple frameworks brought to life with stories from the trenches, leaders will be able to see their own teams--and themselves--from a new perspective.
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Extraordinary Leadership in Australia and New Zealand The research-driven guide to the leadership behaviours which create more engaged workplaces and higher performance, "Extraordinary Leadership in Australia and New Zealand" is a guidebook for what it takes, at any level of an organisation, to bring out the best in people. And full of insights not just from people who are making a difference, but also evidence from their direct reports, colleagues and managers about the impact that The Five Practices of Exemplary Leadership(R) has on them and their performance.
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Group Dynamics for Teams Incorporating the latest research throughout, Daniel Levi's Fifth Edition of Group Dynamics for Teams explains the basic psychological concepts of group dynamics, focusing on their application with teams in the workplace. Grounded in psychology research and a practical focus on organizational behavior issues, this engaging book helps readers understand and more effectively participate in teams.
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HBR's 10 Must Reads on Making Smart Decisions NEW from the bestselling HBR's 10 Must Reads series. Learn why bad decisions happen to good managers--and how to make better ones. If you read nothing else on decision making, read these 10 articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you and your organization make better choices and avoid common traps. Leading experts such as Ram Charan, Michael Mankins, and Thomas Davenport provide the insights and advice you need to: * Make bold decisions that challenge the status quo * Support your decisions with diverse data * Evaluate risks and benefits with equal rigor * Check for faulty cause-and-effect reasoning * Test your decisions with experiments * Foster and address constructive criticism * Defeat indecisiveness with clear accountability.
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Leadership The practical guide that gives you the skills to succeed as a leader DK's Essential Managers series contains the know-how you need to be a more effective manager and hone your management style. Find out how to improve your leadership skills by establishing a vision, inspiring others and championing high performance. You'll learn to focus your energy, build relationships and develop strategies. In a slim, portable format Essential Managers gives you a practical 'how-to' approach with step-by-step instructions, tips, checklists and 'ask yourself' features showing you how to focus your energy, manage change and make an impact. If you are keen to brush up on or enhance your leadership skills, this is the guide for you.
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Leading Change Toward Sustainability As the world struggles to cope with the growing threat of a global carbon crisis, Bob Doppelt has revised one of the best books ever written about change management, leadership and sustainability to focus on de-carbonisation. To significantly slash greenhouse gases and prepare for climate change, organisations of all sizes will need to undergo an enormous shift in their thinking, cultures, practices and policies. Making this shift will require the use of proven sustainability-based organisational change strategies. So what are these strategies and why do they work? Bob Doppelt spent years researching how the leaders of both private and public organisations that have initiated and sustained significant sustainability programmes designed and approached them. His findings, presented in this hugely readable book, demystify the sustainability-change process by providing a theoretical framework and a methodology that managers can use to successfully transform their organisations to embrace sustainable development.
Lead workplace Relationships
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Business Models for Teams Are you frustrated by these common problems? -Lack of a source of motivation common to millennials and boomers alike -Teambuilding exercises that fail to produce lasting results -Groups that isolate themselves in specialty silos -Job description myopia, or employee inability see the bigger picture -Organization charts that fail to show how work gets done Business Models for Teams helps you solve these problems. In fact, it may be the last teamwork toolkit you will ever need! Most leaders make the mistake of over-relying on verbal and written communications. But that approach is outmoded in today's systems-driven world. Using the same visual tools that made Business Model Generation and Business Model You so successful worldwide, Business Models for Teams lets you visually depict how any team really works - and how each person fits in. The Business Models for Teams toolkit provides the missing half of teambuilding, plus a research-based engagement method that works for employees of
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Dealing with Difficult People Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This third edition of the best-selling Dealing with Difficult People provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy. The creating success series of books... With over one million copies sold, the hugely popular Creating Success series covers a wide variety of topics and is written by an expert team of internationally best-selling authors and business experts. This indispensable business skills collection is packed with new features, practical content and inspiring guidance for readers across all stages of their careers.
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Dealing with Difficult People : Fast, Effective Strategies for Handling Problem People Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. Updated for 2019, this 4th edition of the best-selling Dealing with Difficult People features practical exercises, useful templates, and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.
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Powerful Phrases for Dealing with Difficult People The key to a harmonious, highly effective work environment is not by ensuring you work among carbon-copies of yourself whose personalities never clash with one another or with you. That pipe dream could not ever happen, nor would it result in a successful team collaboration even if it could. Instead, most of us are going to work today with individuals who at times come across as incompetent, lazy, spotlight-hugging, whiny, or backstabbing. And then tomorrow we go to work with them again . . . and again . . . and again.Like it or not, the bulk of our waking hours are spent with people at work--people who can grate on our nerves. Therefore, learning to interact effectively with difficult employees, colleagues, and bosses is an absolute essential for our success. With Powerful Phrases for Dealing with Difficult People, anyone can learn how to confront head-on the difficult situations that can arise when dealing with these personalities, before they fester and spread. Helpful features inside this practical and easy-to-use book include:* Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each * Nonverbal communication skills to back up your words * Sample dialogues that demonstrate how phrasing improves interactions * A five-step process for moving from conflict to resolution * "Why This Works" sections that provide detailed explanationsButton-pushing situations are going to come up today at work--and tomorrow too. Don't let them rent space inside of you and turning everything to mold. Instead, choose to deploy simple phrases to regain control and resolve conflicts. When you do, you, your colleagues, and your company will be all the better for it!
3-D Team Leadership Many organizations believe that high-functioning teams hold the key to breakthrough thinking, superior customer service, and high-quality products. But, all too often, leaders and managers fail to support teams so that they can deliver on their promises. For instance, many leaders ask for teamwork, but only reward and evaluate individual performance; focus on the group at the expense of individual members; or leave team members to sort out their differences, leading to the formation of unhealthy cliques. In 3D Team Leadership, Bradley L. Kirkman and T. Brad Harris present a dynamic new model for maximizing team performance. Previous books have treated teams as groups of people working interdependently, an approach that overlooks two crucial components: the individuals who make up the team and the subgroups that form within and between teams. To create a fuller portrait of team behavior, Kirkman and Harris propose an innovative "3D" framework that takes into account all three factors. Drawing on their own research, best-in-class studies, and extensive consulting, they show leaders how to properly diagnose the state of their teams, hone in on the element that needs attention, and seamlessly shift focus among the three components of teamwork as time goes on. Delivering practical guidance rooted in scholarship, 3D Team Leadership is a thoughtful and straightforward guide for the complex challenge of teaming today.
Business Models for Teams Are you frustrated by these common problems? -Lack of a source of motivation common to millennials and boomers alike -Teambuilding exercises that fail to produce lasting results -Groups that isolate themselves in specialty silos -Job description myopia, or employee inability see the bigger picture -Organization charts that fail to show how work gets done Business Models for Teams helps you solve these problems. In fact, it may be the last teamwork toolkit you will ever need! Most leaders make the mistake of over-relying on verbal and written communications. But that approach is outmoded in today's systems-driven world. Using the same visual tools that made Business Model Generation and Business Model You so successful worldwide, Business Models for Teams lets you visually depict how any team really works - and how each person fits in. The Business Models for Teams toolkit provides the missing half of teambuilding, plus a research-based engagement method that works for employees of
Extraordinary Leadership in Australia and New Zealand The research-driven guide to the leadership behaviours which create more engaged workplaces and higher performance, "Extraordinary Leadership in Australia and New Zealand" is a guidebook for what it takes, at any level of an organisation, to bring out the best in people. And full of insights not just from people who are making a difference, but also evidence from their direct reports, colleagues and managers about the impact that The Five Practices of Exemplary Leadership(R) has on them and their performance.
Management : Theory & Practice Students will strengthen their skills in areas such as managing poor performance, being more directive and solving problems permanently. Another focus of this new edition is developing the assessments matrix for the Instructor?s Manual and mapping out assessment tools by Performance Criteria for each Unit and the Elements. New assessment assignments are also mapped to align with the 800+ Performance Criteria the text covers, adding even more value to this excellent resource..
The First-Time Manager 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 answer, dispensing the bottom-line wisdom they need to succeed. A true management classic, the book covers essential topics such as hiring and firing, leadership, motivation, managing time, dealing with superiors, and much more. Written in an inviting and accessible style, the revised sixth edition includes new material on increasing employee engagement, encouraging innovation and initiative, helping team members optimize their talents, improving outcomes, and distinguishing oneself as a leader. Packed with immediately usable insight on everything from building a team environment to conducting performance appraisals, The First-Time Manager remains the ultimate guide for anyone starting his or her career in management.
Supply Chain and Logistics Management Made Easy (2015) Using practical examples, Myerson reviews the integration, collaboration, and technology issues that are essential to success in today's complex supply chains. You'll learn how to measure your supply chain's performance, make it more agile and sustainable, and focus it on what matters most: adding customer value.
Operations Planning (2014) A reference for those working at the interface of operations planning and optimization modelling. Operations Planning: Mixed Integer Optimization Models blends essential theory and powerful approaches to practical operations planning problems. It presents a set of classical optimization models with widespread application in operations planning.
The Disaster Recovery Handbook (2017) In The Disaster Recovery Handbook, you will learn how to proactively: Assess risk Create and document recovery procedures Assemble a disaster team Test and debug thoroughly Safeguard vital records, and more! Including the third edition's updates of emerging risks, developments in IT networking, and information security--you can learn how to avoid a great deal of potential trouble for your organization. When unavoidable, unpredictable disasters occur, you will know that you have planned for every contingency and have ensured that your company is responsible, ready, and resilient.
A Framework for Supply Chains : Logistics Operations in the Asia-Pacific Region A Framework for Supply Chains: Logistics Operations in the Asia-Pacific Region is the only book available which deals with the unique conditions of transport and logistics in Australia, New Zealand and the Asia-Pacific region. The student-friendly writing style provides a comprehensive yet concise overview of logistics as the science and art of availability.
Business Driven Technology Unlike any other MIS textbook franchise, our Baltzan texts (Business Driven Technology, Business Driven Information Systems and M: Information Systems) discuss various business initiatives first and how technology supports those initiatives second. The premise for this unique approach is that business initiatives should drive technology choices. Every discussion in these texts first addresses the business needs and then addresses the technology that supports those needs.
Business Communication Virtually everybody has communication issues - other people both in their work environment and their private lives may think they are poor communicators, though they will seldom say it - another communication issue. This book will hopefully assist in making you a better communicator, both at work and in your personal life.
Communication for business and the professions: strategies and skills Communication for Business and the Professions: Strategies and Skills is a current and comprehensive resource with a easy-to-navigate structure that makes this sometimes challenging subject easy to learn.
The Business Communication Handbook The Business Communication Handbook, 11e helps learners to develop competency in a broad range of communication skills essential in the 21st-century workplace, with a special focus on business communication.
Do You Care to Lead? (2020) Through Michael's five-part SONIC leadership formula, you will become a Care to Lead Leader. You will discover: One simple Care to Lead Leader practice that can literally revolutionize the culture of your teams and/or organizations. How to build real trust on your teams and/or organizations and explode creativity and the volume of ideas. How to have more courage and second guess yourself less.
Lead Inside the Box (2015) It teaches leaders how to: Figure out where they are currently investing their time and energy across their teams. Identify the unique leadership needs of each team member. Make smarter decisions about how and where to invest their time and energy to get the best results out of everyone. Through simple frameworks brought to life with stories from the trenches, leaders will be able to see their own teams--and themselves--from a new perspective.
We the Leader : Build a team of equals who all lead and follow to drive creativity and innovation (2022) Filled with case studies of Spahn’s work with industry-leading companies and an effective decision-making process rooted in these principles, We the Leader represents the next step in the evolution of leadership―a fresh-eyed new way forward for your organization.
Group Dynamics for Teams Incorporating the latest research throughout, Daniel Levi's Fifth Edition of Group Dynamics for Teams explains the basic psychological concepts of group dynamics, focusing on their application with teams in the workplace. Grounded in psychology research and a practical focus on organizational behavior issues, this engaging book helps readers understand and more effectively participate in teams. 
HBR's 10 Must Reads on Making Smart Decisions NEW from the bestselling HBR's 10 Must Reads series. Learn why bad decisions happen to good managers--and how to make better ones. If you read nothing else on decision making, read these 10 articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you and your organization make better choices and avoid common traps. Leading experts such as Ram Charan, Michael Mankins, and Thomas Davenport provide the insights and advice you need to: * Make bold decisions that challenge the status quo * Support your decisions with diverse data * Evaluate risks and benefits with equal rigor * Check for faulty cause-and-effect reasoning * Test your decisions with experiments * Foster and address constructive criticism * Defeat indecisiveness with clear accountability.
Leadership The practical guide that gives you the skills to succeed as a leader DK's Essential Managers series contains the know-how you need to be a more effective manager and hone your management style. Find out how to improve your leadership skills by establishing a vision, inspiring others and championing high performance. You'll learn to focus your energy, build relationships and develop strategies. In a slim, portable format Essential Managers gives you a practical 'how-to' approach with step-by-step instructions, tips, checklists and 'ask yourself' features showing you how to focus your energy, manage change and make an impact. If you are keen to brush up on or enhance your leadership skills, this is the guide for you.
Leading Change Toward Sustainability As the world struggles to cope with the growing threat of a global carbon crisis, Bob Doppelt has revised one of the best books ever written about change management, leadership and sustainability to focus on de-carbonisation. To significantly slash greenhouse gases and prepare for climate change, organisations of all sizes will need to undergo an enormous shift in their thinking, cultures, practices and policies. Making this shift will require the use of proven sustainability-based organisational change strategies. So what are these strategies and why do they work? Bob Doppelt spent years researching how the leaders of both private and public organisations that have initiated and sustained significant sustainability programmes designed and approached them. His findings, presented in this hugely readable book, demystify the sustainability-change process by providing a theoretical framework and a methodology that managers can use to successfully transform their organisations to embrace sustainable development.
Dealing with Difficult People Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This third edition of the best-selling Dealing with Difficult People provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy. The creating success series of books... With over one million copies sold, the hugely popular Creating Success series covers a wide variety of topics and is written by an expert team of internationally best-selling authors and business experts. This indispensable business skills collection is packed with new features, practical content and inspiring guidance for readers across all stages of their careers.
Dealing with Difficult People : Fast, Effective Strategies for Handling Problem People Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. Updated for 2019, this 4th edition of the best-selling Dealing with Difficult People features practical exercises, useful templates, and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.
Powerful Phrases for Dealing with Difficult People The key to a harmonious, highly effective work environment is not by ensuring you work among carbon-copies of yourself whose personalities never clash with one another or with you. That pipe dream could not ever happen, nor would it result in a successful team collaboration even if it could. Instead, most of us are going to work today with individuals who at times come across as incompetent, lazy, spotlight-hugging, whiny, or backstabbing. And then tomorrow we go to work with them again . . . and again . . . and again.Like it or not, the bulk of our waking hours are spent with people at work--people who can grate on our nerves. Therefore, learning to interact effectively with difficult employees, colleagues, and bosses is an absolute essential for our success. With Powerful Phrases for Dealing with Difficult People, anyone can learn how to confront head-on the difficult situations that can arise when dealing with these personalities, before they fester and spread. Helpful features inside this practical and easy-to-use book include:* Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each * Nonverbal communication skills to back up your words * Sample dialogues that demonstrate how phrasing improves interactions * A five-step process for moving from conflict to resolution * "Why This Works" sections that provide detailed explanationsButton-pushing situations are going to come up today at work--and tomorrow too. Don't let them rent space inside of you and turning everything to mold. Instead, choose to deploy simple phrases to regain control and resolve conflicts. When you do, you, your colleagues, and your company will be all the better for it!