Effective people skills are an important aspect of management style. Most managers spend a large part of their time in face-to-face encounters of one kind or another. This includes formal occasions such as meetings and presentations, and less formal interactions involving two people or more. The author's research suggests that many people repeat favourite behaviour patterns simply because they "come naturally" rather than because they are appropriate or effective. This book offers a way of identifying and classifying particular behaviours. What we do and say affects other people - or, as Dr.Honey puts it, behaviour breeds behaviour. With examples and case studies based on familiar business situations, he shows how to make behaviour - both spoken and non-verbal - a conscious process that can be harnessed and used to help ourselves and the people with whom we work.

Face to face skills: A practical guide to interactive skills (Gower business skills)

Honey, Peter

Business & Money

Gower Publishing

The Zen of Groups : A Handbook for People Meeting With a Purpose

Politics & Social Sciences

Dale Hunter

Social Sciences

New legislation introduced as a consequence of the Single Market reinforces the accountability of managers for the health and safety of their staff. Contravening the regulations can have serious personal consequences. This text provides managers with the information they need to know, with the focus upon the key statutory health and safety requirements that affect every business, and every manager, in the European Union. It highlights ways in which organizations can manage these responsibilities with confidence and the knowledge that they are doing all that is "reasonably practicable" to comply. Management action checklists at the end of each chapter summarize the principal requirements for each area. This guide should be useful for any manager responsible for staff.

What Every Good Manager Needs to Know About Health and Safety

Akass, Ron

Politics & Government

Empowering the Self-directed Team (Business Skills)

PATRICIA WILSON

Management & Leadership

Creativity is not a rare talent. On the contrary, argues Tudor Rickards in this book, most people have the capacity to be creative but their potential is often untapped. Creativity at the workplace can be seen as a process of escaping from constraints, some of them self-imposed and some produced by an organizational climate unsympathetic to new thinking. Studies of exceptionally creative people reveal that they use a combination of experiment and review that Dr Rickards calls "creative analysis". He explains how the techniques of creative analysis can be applied to key areas of business, such as new product development and problem solving. The text is enlivened by case studies, cartoons, puzzles and visual material of all kinds that help to make the author's ideas easy to grasp and to use. "Creativity and Problem-Solving at Work" shows how the creativity that exists in all of us can be systematically developed and harnessed to solve problems and improve performance at both the personal and the organizational level.

Creativity and Problem Solving at Work (Gower Business Enterprise Series) (Gower Business Enterprise Series)

Rickards, Tudor

<p>David Michaels is afraid. His palms sweat. His knees threaten to buckle. And his tongue, like his stomach, seems to be tied in knots. For David is due to give a series of presentations.</p>

Stand and Deliver

Kliem, Ralph L.

<p>An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.</p>

Handbook of customer satisfaction and loyalty measurement

HILL, Nigel & ALEXANDER, Jim

Written by a team of leading consultants with contributions from leading academic experts, this book is the definitive reference to the latest global developments in supply chain management and logistics. The Handbook provides detailed accounts of key topics and developments, from e-collaboration and CRM integration, to reverse logistics and strategic sourcing, and includes case studies from Asia, Europe, and North America. The forty five chapters explore all aspects of operational excellence in logistics and supply chain management. Each offers strong conceptual and operational bases for designing and implementing supply chain networks. These conceptual models can help you better understand the interrelationships between the supply chain parameters, operational intents, and physical movements and processes. "The Gower Handbook of Supply Chain Management" provides a unique single source of expert opinion and experience.

Gower Handbook of Supply Chain Management

Gattorna

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Books by Gower Publishing