Bücher veröffentlicht von HarperCollins Focus

From the bestselling Knock Your Socks Off Service series, this valuable tool book includes a plethora of fast and effective activities that teach customer service professionals how to provide world-class service.

Amidst communication challenges presented by an increasingly diverse workforce, this timely guide shows all employs how to resolve conflicts--and avoid missteps in the first place--to work better together.

Do you have what it takes to become a true sales warrior in the world of sales 2.0? Learn the 10 phone and web skills essential to the success of the sales industry's most efficient closers.

What makes a leader great? The answer is complex, but one thing is certain: leaders are made, not born. Learn how to leverage the leadership characteristics that will help you achieve far beyond the expected.

For smart and strategic hiring managers looking to take their evaluation skills to the next level, this practical guide provides 250 behavior-based questions to help you asses the emotional intelligence (EQ) skills of job applicants

Attention Deficit Disorder and Attention Deficit Hyperactivity Disorder (ADD/ADHD) are among the most misunderstood problems facing young children today. Drugs like Ritalin and Cylert are traditionally prescribed to treat these disorders, but their use is controversial. ADD/ADHD Drug Free gives frustrated parents a long-awaited natural alternative.

Productive Performance Appraisals gives readers all the easy-to-use tools they need to conduct an effective review, including sample dialogs, checklists, and forms. Readers will find guidance on developing career plans, keeping consistent records, communicating changes in roles, how reviews are used when determining layoffs, and much more.

This simple, easy-to-use book gives managers, supervisors, and team leaders activities to help their teams overcome emotional obstacles and become more effective. This practical, effective collection of proven exercises will elicit the best from any team.

Finding financial freedom though an online enterprise is within your reach! The strategy-packed Internet Riches reveals the powerful but simple methods for striking it rich on the Net. Complete with action plans, fun exercises, motivational interviews, and free membership in author Scott Fox's Internet business coaching and training forum!

Brian Emerson and Ann Loehr have spent years showing top companies how to develop their most promising employees. In Manager's Guide to Coaching, they guide managers through every step of the coaching process, from problem solving to developing accountability. This invaluable tool will help all leaders coach employees and themselves to excellence.

When you are trying to sell your home, it doesn't matter anymore how much you love it---your job is to make sure potential buyers love it. Home Makeovers That Sell is the complete home-seller's guide that provides everything one needs to know in order to sell their home as quickly and as profitably as possible.

In the three years following 9/11/01, the Federal Bureau of Investigation hired 2,200 new special agents---out of 150,000 applicants. Bureau veteran Joe Koletar's The FBI Career Guide reveals insider tips and real-agent stories to spell out exactly what the FBI looks for and how to maximize your chances: the education path, networking, pay, advancement, and more.

In the next few years, home purchases are expected to run into the trillions, creating unprecedented opportunity in the mortgage banking industry. This book from a veteran mortgage banker will help you get in on the action. Detailed and packed with information, it's an invaluable guide for creating a brilliant career in an ever-growing field.

Black Belt Negotiating uses the principles of martial arts to guide readers step-by-step, from basic techniques through advanced strategies, all the way to achieving their 'black belt' in negotiating.

For recruiters, mangers, trainers, human resources professionals, and anyone with influence over workplace culture, this unique business guide offers tools to help you develop a workplace that motivates and retains your most experienced--and most valuable--people.

Team-building is important but can be a struggle to fit into busy schedules. Access 50 exercises requiring 15 minutes or less without big cost, special training, or experience in More Quick Team-Building Activities for Busy Managers. Whether your team is virtual or in-house, this guide is any manager's answer to quick but effective team-building.

Illustrated with real-life stories from the author's own private practice of women who have overcome common and not-so-common breastfeeding difficulties, The ABCs of Breastfeeding will help expectant and new mothers turn their nursing experiences into a joyful one, for themselves and their new babies.

At some point, most people have been caught off guard by tough interview questions. This book helps readers take charge of the situation! Acing the Interview is a no-nonsense, take-no-prisoners guide to interview success.

All managers want to hold their employees accountable for results and help them accomplish more, but few know how. Moving beyond the annual performance review, Keeping Employees Accountable for Results offers managers quick, step-by-step advice on setting expectations, monitoring progress, giving feedback, and following through.

Designing Dynamic Organizations shows business leaders at all levels how to grapple with problems of restructuring. Based on author Jay Galbraith's world-renowned approach, this guide includes examples and worksheets that pilot readers through the essential steps of organizational design.

A concrete plan for putting emotional Intelligence (EI) to work makes all the difference---and here is yours. The EQ Difference delivers real examples, self-assessment tools, team-focused exercises and more to help you leverage EI, raise your organization's emotional quotient, and fuel a surge in productivity and morale that will boost your bottom line.

When it comes to preparing a new generation of leaders, trainers have their work cut out for them. The Leadership Training Activity Book is a collection of engaging, sure-fire exercises based on the best, most up-to-date learning theory for preparing the leaders of tomorrow.

Leadership expert John C. Maxwell takes readers on a life-changing journey to develop the twenty-one character traits all great leaders share.

This new edition of the bestselling Discipline Without Punishment has been updated to help a new generation of managers adopt a positive, proven method for getting problem employees back on track. Packed with real-life examples, sample dialogues, and helpful worksheets, the book remains an eye-opening and forward-looking guide to making your disciplinary system equitable and effective.

The Project Management Question and Answer Book is an indispensable guide covering everything from estimates, quality control, and communications, to time-, risk-, and human resource management. It is a practical, constantly usable resource for understanding fundamental project management issues and implementing workable solutions.

Learn to give powerful speeches that capture an audience's attention and drive home a message. Lost Art of the Great Speech covers every essential element of a great speech, including outlining and organizing, beginning with a bang, making use of action verbs and vivid nouns, and handling questions from the audience.

The Conflict and Communication Activity Book offers 30 ready-to-use exercises trainers can use to help workshop participants communicate more effectively and create positive outcomes from conflict situations.

Exceptional customer service doesn't just happen---there are intentional, repetitive practices that companies known for their amazing customer service carry out. Secret Service reveals the hidden systems behind these few exceptional companies and the actions they take that any business can utilize so as to consistently surpass customer expectations.