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"Contents : Preface -- Introduction: coaching :what it is and what it?s not -- Coaching people in new positions -- Encouraging engagement -- Learning about them -- Onboarding and training -- Coaching employees -- Know your employees -- Performance review -- Goal setting -- Meetings -- Problem solving -- Coaching employee performance after a crisis -- Coaching low performers -- Coaching average performers -- Coaching top performers -- Coaching teams -- Forming teams -- Brainstorming -- Norming and performing -- Team success and achievement -- Using coaching techniques with superiors -- Communication -- Relationship building -- Change initiatives."

"Let?s face it, dealing with customers isn?t easy. They aren?t always right?or even pleasant?but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers."

"As a manager, you aren't truly successful unless your employees are as well. Helping them establish compelling, actionable performance goals is the first and most important step, and "2600 Phrases for Setting Effective Performance Goals" is there to lend a hand. A natural follow-up to the bestselling "2600 Phrases for Effective Performance Reviews", this quick-reference guide provides readers with ready-to-use performance goals organized by the characteristics and core competencies used most often in the appraisal process. From attendance and attitude to teamwork and time management, managers will find the language they need to inspire exceptional results. The book also includes wording tailored to many of the most common positions in sales and marketing, accounting and finance, HR, IT, legal, manufacturing, operations, and more. Comprehensive and organized for ease of use, this book enables managers to lay the groundwork necessary for phenomenal achievement on the part of their people."

"No managerial or administrative task is as universally dreaded as the performance review. Supervisors may know the points they need to get across, but putting them on paper is another matter. This book puts the the right words at their fingertips, with ready-to-use phrases and words, action items, and descriptions that managers, supervisors, and HR professionals can use to evaluate performance, prepare development plans, and address performance problems."