The Big Book of People Skills Games: Quick, Effective Activities for Making Great Impressions, Boosting Problem-Solving Skills and Improving Customer Service July 5, 2010Posted by McGraw-Hill Education (Asia) in Highlights.
Tags: Beating the Global Consolidation Endgame, Beyond the Deal, Built to Serve, Chasing the Rabbit, coach, Coaching for Improved Work Performance, conversation, Crucial Conversations, Dealing with People You Can't Stand, dispute, distance learning, Employee, Ending the Management Illusion, engage, Equipped to Lead, Everything I Know About Business I Learned at McDonalds, Great Communication Secrets of Great Leaders, Grown Up Digital, How to Manage Performance, How to Plan and Execute Strategy, innovate, Innovation, Innovator's Prescription, inspiration, inspire, inspiring, lead, Lean Six Sigma for Federal Services, manage, management, Management Lessons from Mayo Clinic, managing, Managing in Times of Change, mentor, morale, motivate, Motivation, New Age of Innovation, Perfect Phrases for Documenting Employee Performance Problems, Perfect Phrases for Managers and Supervisors, Perfect Phrases for Perfect Hiring, Perfect Phrases for Performance Reviews, process improvement, processes, Product Manager's Desk Reference, Project Management, resolution, staff, Strategic Corporate Communication, team, The Big Book of Conflict Resolution Games, The Ghosn Factor, The New Gold Standard, The New Manager's Handbook, Toyota Supply Chain Management, training, Wargaming for Leaders, Why Employees Don't Do What They're Supposed to Do and What to Do About It, workforce, workplace support
The Big Book of People Skills Games
Quick, Effective Activities for Making Great Impressions, Boosting Problem-Solving Skills and Improving Customer Service
Authors: Rickenbacher, Colleen; Scannell, Edward
©2010 | 1st Edition | 272 pages , Softcover
Pub Date: August 2010
Price: US$ 24.95
More than 700,000 books sold in the Big Book series!
Always say and do the right thing at the right time! Developing the necessary skills critical to teamwork and company success—taught in a fun group format
Meeting new people, developing listening skills, learning proper business etiquette, or dealing with difficult customers or coworkers are all challenges every company faces. The Big Book of People Skills Games offers a host of interactive yet engaging games you can use to tackle all of these communication-challenged areas within your group. RESULTS: effective communication, greater team confidence, and improved customer service.
These short but fun games can be adapted to any setting, cost virtually nothing, and show you how to boost both employee and customer interaction, reduce absenteeism, and foster a more positive and productive environment–all necessary ingredients for company growth and success.
The Big Book of People Skills Games helps you:
- Improve internal and external communication
- Promote group thinking on potential problems facing the company
- Build stronger relationships with coworkers and clients
- Teach your team about proper work procedures
This is the complete reference for enhancing interpersonal skills—both personally and professionally—from the trusted Big Book series.
About the Authors
Colleen Rickenbacher (Dallas, Texas) is President of Colleen Rickenbacher, Inc. in Dallas, TX, which she started in 2001 after 20 years with the Dallas Convention & Visitors Bureau, and has been involved in the meeting industry for over 35 years. Colleen is the author of two books and hundreds of articles on business etiquette, protocol and communication and has presented and trained around the world. She has served on the Board of Advisors for the International Association of Protocol Consultants, Convention Industry Council, Meeting Professionals International, Religious Conference Management Association and both the Dallas Chapter and the international board of the International Special Events Society. Rickenbacher also served as the president and chairs in various associations including past chair of the Certified Meeting Professional Board and the Texas Chapter of the Association of Event & Convention Professionals.
Ed Scannell (Phoenix, AZ) is a speaker and trainer who has given thousands of presentations, seminars and workshops across the U.S. and overseas. He has written or co-authored twenty books and over a hundred articles in the fields of Creativity, Communication, Human Resource Development, Management, Meeting Planning and Teambuilding. The books in his Games Trainers Play series (McGraw-Hill) have sold over a million copies and are used by trainers, speakers, facilitators, and meeting planners around the globe. He earned his CMP (Certified Meeting Professional) designation in 1986 and currently serves on the CIC (Convention Industry Council) Board of Directors. He served as President of the National Speaker’s Association for 1991-92 and serves on the NSA Foundation Board of Trustees.
Tags: asset, Beating the Global Consolidation Game, Beyond the Deal, brand, C level, c suite, Cats, CEO, Chasing the Rabbit, Closing the Innovation Gap, compete, competition, Customer Obsession, customer value, Disrupting Class, Energy Shift, Equipped to Lead, Executive Warfare, Grown Up Digital, Influencer, innovate, Innovation, Inside China Investment Corp, Jeffrey Immelt and the New GE Way, Lean Six Sigma for Federal Services, manage, management, managing, Market, marketing, Merge Ahead, organic growth, Perfect Phrases for Small Business Owners, Perfect Power, refocus, serve, Strategic Corporate Communication, Strategic Forecasting, Strategies for the Green Economy, The Customer Rules, The Innovator's Prescription, The McKinsey Mind, The McKinsey Way, The New Age of Innovation, The New Gold Standard, The Southwest Airlines Way, Toyota Kata, value leader, Wargaming for Leaders, When Markets Collide
Strategy from the Outside In
Profiting from Customer Value
Authors: Day, George; Moorman, Christine
©2010 | 1st Edition | 304 pages , Hardcover
Pub Date: July 2010
Price: US$ 32.95
Make customer value a C-Suite priority for lasting profits and growth
While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenues and profits, and created more value for customers. These are not flash-in-the-pan companies—world-beaters one year and stragglers the next. They are companies like Johnson & Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon.
The success of these organizations isn’t the result of a brilliant strategy for bad times; it’s the outcome of a highly effective long-term strategy that manages the company from the outside in.
In Strategy from the Outside In, George S. Day and Christine Moorman explain that the key to such lasting and highly profitable success is the ability to compete on and profit from customer value. It means operating from the outside in. It means always building strategy on market insight, and ensuring that every part of the company puts customer value first.
Applying years of research, Day and Moorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives:
- Be a customer value leader
- Innovate new value for customers
- Capitalize on the customer as an asset
- Capitalize on the brand as an asset
Day and Moorman take you from theory to practice, with an emphasis on real world stories, practical models, and useable metrics so that you can profit from customer value. From the outside in.
Praise for Strategy from the Outside In
“Throughout P&G’s long history, we have focused on the four customer value imperatives outlined in this excellent book—and are as committed to them today as ever. This is essential reading for leaders focused on making a positive difference in the world and, as a direct result, delivering growth for both the near and long term.”
—Robert A. McDonald, Chairman, President, and CEO, The Procter & Gamble Company
“Strategy from the Outside In is thought-provoking, practical, and full of ideas on how to strengthen your company’s customer value proposition.”
—Tom Lynch, CEO, Tyco Electronics Corporation
“American Express’s success has rested largely on our ability to focus on our customers and adapt to their changing needs over the past 160 years. Strategy from the Outside In is an insightful book with practical advice about how to do just that.”
—Jud Linville, President and CEO Consumer Services, American Express
“An in-depth look into the basic premise of what, in my view, makes successful business. Certainly worth reading once and then once every year to remind all of us what keeps us in business. For marketers, a great benchmark to help focus on how to add value most effectively.”
—Geert van Kuyck, Executive Vice President and Chief Marketing Officer, Royal Philips Electronics
“Sam Walton said ‘there’s only one boss–the customer’. At Walmart we try to stay focused on that every day. But how? Strategy from the Outside In provides a blueprint for how to build a trusted brand based on consistently providing superior value to customers.”
—Stephen Quinn, Chief Marketing Officer, Walmart
“Getting your company to organize around what customers value most sounds easy in theory, but it’s very hard to do consistently well. Day and Moorman provide a thoughtful, realistic, and actionable blueprint for delivering the most value to your most valuable customers.”
—Beth Comstock, Chief Marketing Officer, GE
“Only a few books can really help marketing professionals make a difference in their organization. Strategy from the Outside In falls into this category. Creating superior customer value is or should be a priority of all marketers. Here, Day and Moorman provide a clear path for delivering on such value. Most important, their work is based on the real-world successes (and failures) of organizations which they have studied.”
—Dennis Dunlap, CEO, American Marketing Association
“Strategy from the Outside In offers a refreshing reminder that answers to managers’ most pressing questions always start by looking outside the organization and meeting consumer needs better than the other guys! It provides a combination of solid evidence and user-friendly frameworks that can be put to use immediately. A must-read not only for today’s challenged CMO but for the rest of the C-suite as a guiding framework for the entire enterprise.”
—Rob Malcolm, President, Global Marketing, Sales and Innovation, Diageo PLC
“Strategy from the Outside In provides a handbook to re-imagine a business through the eyes of customers. It is full of current case studies, research, and practical frameworks that senior marketers can use to refine their own thinking and influence their colleagues.”
—Greg Gordon, SVP Consumer Marketing, Liberty Mutual
“Day and Moorman advise companies to leave their comfortable positions of controlling their businesses to the uncomfortable position of allowing their customers control. This is a book only for companies courageous enough to listen to their customers instead of themselves.”
—Ron Nicol, Senior Partner and Managing Director, Boston Consulting Group
About the Authors
George S. Day (Philadelphia, PA) is the Geoffrey T. Boisi Professor and co-Director of the Mack Center for Technological Innovation at the Wharton School at the University of Pennsylvania.
He has been a consultant to numerous corporations such as General Electric, IBM, Metropolitan Life, Marriott, Unilever, E.I. DuPont de Nemours, W.L. Gore and Associates, Coca-Cola, Boeing, LG Corp., Best Buy and Medtronic. He is Chairman-elect of the American Marketing Association and a Trustee of the Marketing Science Institute. His primary areas of activity are marketing, the management of emerging technologies, organic growth and innovation, and competitive strategies in global markets.
Professor Day has authored fifteen books in the areas of marketing and strategic management. His most recent books are Peripheral Vision: Detecting the Weak Signals that Can Make or Break Your Company (with Paul Schoemaker) published in 2006, Wharton on Managing Emerging Technologies (with Paul Schoemaker) published in 2000, and The Market Driven Organization, published in 1999.
He has won ten Best Article awards with two of these articles among the top 25 most influential articles in marketing science in the past 25 years. He was honored with the Charles Coolidge Parlin Award in 1994, the Paul D. Converse Award in 1996, the Sheth Foundation Award in 2003, and the Mahajan Award for Career Contributions to Marketing Strategy in 2001. In 2003 he received the AMA/Irwin/McGraw-Hill Distinguished Marketing Educator Award.
Christine Moorman (Durham, NC) is the T. Austin Finch, Sr. Professor and founder of The CMO Survey at the Fuqua School of Business, Duke University. Professor Moorman is the author of over 60 journal articles, reports, and conference proceedings. She has co-edited the book Assessing Marketing Strategy Performance (with Don Lehmann) and has made over 100 presentations of her work at universities all over the world.
She has served on the Board of Directors and chair of the Marketing Strategy Special Interest Group for the American Marketing Association, as Director of Public Policy for the Association for Consumer Research, and as an Academic Trustee for the Marketing Science Institute. She won the 2008 Mahajan Award for Career Contributions to Marketing Strategy from the American Marketing Association and the 2008 Distinguished Marketing Educator from the Academy of Marketing Science.
Professor Moorman’s research has won two best paper awards and been published in Journal of Marketing Research, Journal of Consumer Research, Marketing Science, Journal of Marketing, Journal of Public Policy & Marketing, International Journal of Research in Marketing, Academy of Management Review, and Administrative Science Quarterly. Her research has been supported by grants from the Marketing Science Institute, the Institute for the Study of Business Markets, and the National Science Foundation. She is on the Editorial Review Boards for all of the top journals in the field.
The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration June 14, 2010Posted by McGraw-Hill Education (Asia) in Highlights, Self-Improvement.
Tags: and Cases, Beating the Global Consolidation Endgame, Beyond the Deal, BIG BOOK OF ICEBREAKERS, BIG BOOK TEAM BUILDING GAMES, Built to Serve, Chasing the Rabbit, coach, Coaching for Improved Work Performance, communication. Collaboration, Conflict Resolution Training, conversation, Crucial Conversations, Dealing with People You Can't Stand, diversity, Employee, Ending the Management Illusion, engage, Equipped to Lead, Essentials of Negotiation, Everything I Know About Business I Learned at McDonalds, Exercises, Great Communication Secrets of Great Leaders, Grown Up Digital, How to Manage Performance, How to Plan and Execute Strategy, Innovator's Prescription, inspiration, inspire, inspiring, lead, Lean Six Sigma for Federal Services, manage, management, Management Lessons from Mayo Clinic, managing, Managing in Times of Change, mentor, More Quick Team-Building Activities, motivate, Motivation, New Age of Innovation, Perfect Phrases for Documenting Employee Performance Problems, Perfect Phrases for Managers and Supervisors, Perfect Phrases for Perfect Hiring, Perfect Phrases for Performance Reviews, Product Manager's Desk Reference, Project Management, Quick Team-Building Activities, Readings, resolution, staff, Strategic Corporate Communication, team, The Ghosn Factor, The New Gold Standard, The New Manager's Handbook, Toyota Supply Chain Management, training, Wargaming for Leaders, Why Employees Don't Do What They're Supposed to Do and What to Do About It, workforce, workplace
The Big Book of Conflict Resolution Games
Quick, Effective Activities to Improve Communication, Trust and Collaboration
Author: Scannell, Mary
©2010 | 1st Edition | 240 pages , Softcover
Pub Date: June 2010
Price: US$ 24.95
A new addition to the popular Big Books training series, addressing the hot training topic of conflict resolution.
Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities).
Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization’s bottom line.
Let The Big Book of Conflict-Resolution Games help you to:
- Build trust
- Foster morale
- Improve processes
- Overcome diversity issues
- And more
Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged.
About the Author
Mary Scannell is the founder of bizteamtools.com. She has been a professional seminar leader since 1991, and served for ten years on the staff of Venture Up, the world’s largest provider of interactive team programs. Mary leads nearly 100 corporate trainings per year and has trained tens of thousands of business people across the United States and Canada, including a long list of Fortune 500 clientele. She is the co-author of the recently published Big Book of Team-Motivating Games.
Table of Contents
Introduction: Why Every Employee Needs Conflict Resolution Training
How to Use this Book
Part 1. Communication
Part 2. Diversity
Part 3. Trust
Part 4. Perspective;
Part 5. Emotional Intelligence
The Big Book Series
- 9780071745093 The Big Book of People Skills Games: Quick, Effective Activities for Making Great Impressions, Boosting Problem-Solving Skills and Improving Customer Service
- 9780071635226 The Big Book of Brain-Building Games: Fun Activities to Stimulate the Brain for Better Learning, Communication and Teamwork
- 9780071629621 The Big Book of Team-Motivating Games: Spirit-Building, Problem-Solving and Communication Games for Every Group
- 9780071443852 The Big Book of Six Sigma Training Games: Proven Ways to Teach Basic DMAIC Principles and Quality Improvement Tools
- 9780071435253 The Big Book of Leadership Games: Quick, Fun Activities to Improve Communication, Increase Productivity, and Bring Out the Best in Employees
- 9780071396844 The Big Book of Meeting Games
- 9780071361767 The Big Book of Motivation Games
- 9780071361767 The Big Book of Creativity Games: Quick, Fun Acitivities for Jumpstarting Innovation
- 9780071357807 The Big Book of Humorous Training Games
- 9780070218666 The Big Book of Stress Relief Games: Quick, Fun Activities for Feeling Better
- 9780071349840 The Big Book of Icebreakers: Quick, Fun Activities for Energizing Meetings and Workshops
- 9780071343114 The Big Book of Flip Charts
- 9780071343367 The Big Book of Sales Games
- 9780070779747 The Big Book of Customer Service Training Games
- 9780070465138 The Big Book of Team Building Games: Trust-Building Activities, Team Spirit Exercises, and Other Fun Things to Do
- 9780070465015 The Big Book of Presentation Games: Wake-Em-Up Tricks, Icebreakers, and Other Fun Stuff
- 9780070464766 The Big Book of Business Games: Icebreakers, Creativity Exercises and Meeting Energizers
Becoming a Successful Manager April 30, 2010Posted by McGraw-Hill Education (Asia) in Highlights, Leadership.
Tags: Beating the Global Consolidation Endgame, Beyond the Deal, Built to Serve, Chasing the Rabbit, coach, Coaching for Improved Work Performance, conversation, Crucial Conversations, Dealing with People You Can't Stand, Employee, Ending the Management Illusion, engage, Equipped to Lead, Everything I Know About Business I Learned at McDonalds, Great Communication Secrets of Great Leaders, Grown Up Digital, How to Manage Performance, How to Plan and Execute Strategy, Innovator's Prescription, inspiration, inspire, inspiring, lead, Lean Six Sigma for Federal Services, manage, management, Management Lessons from Mayo Clinic, managing, Managing in Times of Change, mentor, motivate, Motivation, New Age of Innovation, Perfect Phrases for Documenting Employee Performance Problems, Perfect Phrases for Managers and Supervisors, Perfect Phrases for Perfect Hiring, Perfect Phrases for Performance Reviews, Product Manager's Desk Reference, Project Management, staff, Strategic Corporate Communication, team, The Ghosn Factor, The New Gold Standard, The New Manager's Handbook, Toyota Supply Chain Management, Wargaming for Leaders, Why Employees Don't Do What They're Supposed to Do and What to Do About It, workforce
Becoming a Successful Manager
Comprehensive and accessible, this must-have guide for managers is completely updated to cover today’s most critical management topics—from company culture to new technologies and more
Becoming a Successful Manager has all the tools and techniques for making a smooth transition into the role of manager. Drawing on both academic research and real-world experience, the authors teach readers how to apply what they call “The Discovery Method.” Through practical exercises and thought-provoking questions, readers learn how to manage others as successfully as they have managed themselves. Updates include such timely topics as the evolving roles of managers, managing up, and other changes brought on by technology, new generational influences, and changes in overall corporate culture and expectations.
- Previous edition attracted praise from executives at Arthur Anderson, State Farm, Colgate Palmolive, A&E TV, and Zenith
- Parkinson maintains busy consulting, speaking, and coaching schedules, appearing at venues such as ASTD and regional conferences
About the Authors
J. Robert Parkinson, Ph.D., (Sarasota, FL) serves on the faculty at Northwestern University. He is a consultant, trainer, and coach specializing in effective communications for major corporations, professional associations, and government agencies. He has hosted several radio programs and conducts seminars and personal coaching/counseling sessions in relationship building, management practices, and communication techniques.
Jack H. Grossman, Ph.D., was a psychologist, management consultant, and professor emeritus at DePaul University’s Kellstadt Graduate School of Business.
Gary Grossman (Chicago, IL) is the founder and CEO of Venn Strategy Group, which helps companies measure and manage strategy. He is an international consultant and trainer with expertise in using business intelligence and technology to build an integrated performance management culture. His clients have included several well known companies including Coca-Cola, Epson, and Avery Dennison.