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In The Change Maker’s Playbook, Amy Radin shares her insight-driven, down-to-earth approach to deliver innovation results under today's uncertain, complex, and rapidly changing conditions. Any leader in any size company, no matter the size or sector, feels the pressure to innovate, find new ideas and business models, and create enduring customer value. There is no one formula or set process to find and execute the ideas that achieve these goals.

Over the past six years, Michael K. Simpson’s Unlocking Potential has helped leaders motivate, inspire, and fully engage their teams. This revised edition, written with Maria Sullivan and Kari Saddler, builds on that powerful foundation for a new generation of leaders. The key is not just managing but coaching - developing the talents of your organization’s most important asset: the employees. In any successful organization, that begins with the basic skills developed by Simpson: building trust, recognizing potential, challenging paradigms, and more.

Business books fall into two categories: theory and impractical protocols. Both provide either ideas without applications or applications without proven theoretical frames. They are like concept cars no one expects to drive to work. The Leader Architect provides the bridge to proven solutions based on sound theory. These solutions are being used successfully by expert leaders at some of the best companies in the world, without the elaborate external systems and training teams required by many popular approaches.

In the 21st century, many of the most successful companies focus on the development, success, and happiness of their own employees first. That's because they know engaged employees will enthusiastically take ownership of selling products and serving customers. Not surprisingly, they also know that in the end strong sales and profitability will follow. Are you ready to re-prioritize your people?

After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs usually fail: Chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale. In The Outstanding Organization, Karen offers a toolbox for combating chaos by creating the organizational conditions that will allow your improvement efforts to return greater gains.

From taxi rides, hotel stays, car driving, to communicating and paying, business as usual is a thing of the past. This revolutionary model is the secret to driving profitability and growth in today's transformed business landscape. Free and abundant information, 24/7 connectivity, and the empowerment of everyone has transformed every company into an open-source organization and you must adapt in order to succeed.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Customer behaviors, business models, technologies, and regulations are evolving quickly, and many of the strategic rules we formerly lived by have become obsolete. To be able to respond quickly and intelligently to the fast pace of change, we need all levels and functions in our businesses to be creative and responsive. We need both courage and speed. Fearless Growth provides new rules to enable your company to adapt faster, move faster, and grow faster.

Positive organizational psychology, with its focus on the identification and development of strengths, is a natural ally to executive development and leadership coaching. However, this approach is only just beginning to come to the attention of organizations and consequently, the research base for strength-based coaching is in its early stages of development. Strength-Based Leadership Coaching in Organizations reviews strength-based approaches to positive leadership development and evaluates the evidence for their effectiveness, critically assesses their apparent distinctiveness and more.

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.

More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. Bold tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win.

The Darwinian struggle of business keeps getting more brutal as competitive advantage gaps get narrower and narrower. Anything you invent today will soon be copied by someone else - probably better and cheaper. Many companies thrive during the early stages of their life cycle, only to fall slack during periods of inertia and die out while others surge ahead. Geoffrey Moore shows, some notable companies have figured out how to deal with Darwin in their mature years - making changes on the fly while fending off challenges from every quarter.

Technology has transformed the way we communicate. We email. We text. We tweet. We have reduced our communications down to efficient sound bites - and at the same time, many of us seem to know less and less about how to connect. Deeply, profoundly connect. Here, acclaimed performance coach Achim Nowak introduces the listener to his powerful four Levels of Connection. Nowak's techniques instantly transform the skills taught in traditional business communication and NLP programs.

Organizations around the world spend billions of dollars every year to awaken and engage their employees. Yet global employee engagement remains fixed - at 13%. The disengagement problem usually begins with the CEO telling human resources to fix it. Unless the CEO or business owner takes charge of engagement, everyone will look over the messenger's shoulders to pick up cues from the top leader.

Working with difficult people can reduce your morale, threaten your productivity, deplete your energy, and waste your time. But you don't have to be helpless in the face of other people's craziness! Knowing how to handle coworkers' disruptive behavior is one of the most important career skills you can have, allowing you to become a more valuable employee and a more self-reliant person.

Everything you do in life involves some sort of negotiation. You negotiate with your boss over your salary...with your coworkers over where to hold a meeting...and even with your family about where to take a vacation. When you buy a car, sell an idea, or solve any problems that involve others, your ability to negotiate is the key factor to getting what you want, and what you deserve. How to Become a Better Negotiator shows you the five basic steps of negotiation, how to avoid negotiation pitfalls and arrive at a successful conclusion.

The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.

In a world that's changing faster and more furiously than ever, the ability to shift focus is critical. Why is it that some organizations can continually evolve to meet the times and the marketplace, and others can't? How do some businesses recognize the right moment to shift, and others, ruefully, only after it's too late? Packed with insightful interviews, Shift Ahead offers a smart, calculated approach to knowing when to change course and how to pull it off.

Every day at work, people do three things: talk, listen, and pretend to listen. That's not surprising when you consider that the average attention span has dropped to 8 seconds. To break through, says high-stakes communications expert Paul Hellman, you need to focus on your audience, be slightly different, and deliver with finesse.

VICTORIOUS in the War of American Independence, Alexander Hamilton and the founding fathers built the first successful democratic government. They'll forever go down in history as having changed the rules of leadership and redefined what it means to ignite change in people.