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"Every group can benefit from team-building exercises. But sometimes it's not practical to embark on a full-scale training initiative. Now, supervisors, managers, and team leaders have 50 team-building activities to choose from, all of which can be implemented with no special facilities, big expense, or previous training experience."

"Most managers, supervisors, and team leaders realize the importance of team-building, but just can?t seem to find the time in their busy schedules. More Quick Team-Building Activities for Busy Managers provides the solution! The book contains 50 all-new exercises that can be conducted in 15 minutes or less, and which require no special facilities, big expense, or previous training experience."

"Issues like lack of trust and commitment, unresolved conflicts, and the inability of individuals to understand how their actions impact others often stop the most promising teams from delivering great results. This simple, easy-to-use book gives busy managers activities they can use to help their employees improve their levels of emotional intelligence and become more effective. The exercises included will help employees deal with anger and emotional triggers, pick up on cues from teammates, encourage communication, and much more."

"Contrary to popular opinion, brainstorming isn't magic. Truly productive brainstorming sessions are dependent on the ability of the leader to create the right environment and let his or her people's ideas flow. Filled with clear, concise guidance and quick, easily implemented techniques, this book provides supervisors, managers, and team leaders the fun, proven activities they need to get idea-packed brainstorming sessions started, and keep them going. Readers will discover how to: ask questions that provoke responses and inspire creativity; react to and record ideas in a way that encourages participants and prompts more input; sort and categorize lengthy lists; evaluate ideas; prioritize the most useful concepts and expand on them; and more. Containing sample dialogues, as well as resources for virtual team brainstorming, this indispensible book gives readers the activities they need to generate great ideas, fast."

"How effective a meeting will be depends on the tone set in the first few minutes...and it's up to the person running it to set that tone. "Quick Meeting Openers for Busy Managers" gives readers the tools, activities, and advice they need to create the kind of open, energetic, and relaxed atmosphere that leads to effective meetings and serious results. Designed to take the anxiety out of meetings and encourage creative and practical discussion, the book contains meeting starters that will help managers, team leaders, and facilitators. For anyone charged with the task of running meetings, this book is the answer."

"All managers want to hold their employees accountable for results, but few know how. Moving beyond the far-from-ideal annual performance review -- which only evaluates what has already occurred, and not what the manager wants to achieve -- Keeping Employees Accountable for Results contains checklists, how-tos, and other tools to manage performance on an ongoing basis. The book gives busy managers quick, step-by-step advice on: * Setting expectations * Monitoring progress * Giving feedback * Following through Light on theory and heavy on practical application, Keeping Employees Accountable for Results gives time-pressed managers the proven, practical information they need to help their people accomplish more."

"Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more."

"Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail."