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"On the front lines of customer service, every day presents new and unexpected challenges - and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. This book answers the call by providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Chapters show readers how to: achieve the mindset required for hero-class service; understand the customer's expectations - and exceed them; develop powerful communication skills; avoid the seven triggers guaranteed to set customers off; handle difficult and even irrational customers with ease; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way."

"A primary, concise guide to the basics of training for managers, supervisors, team leaders, or anyone who needs to learn to train. The focus is on the critical elements of training, so that readers can learn the basics in just a few hours. Real-world examples make the lessons clear."

"The author, an HR specialist herself, has created the first and only "course" in writing tailored to the special needs of HR professionals. Section One helps the reader build a foundation of general skills. Section Two invites the reader to examine more than 100 samples of specific HR documents."

""Power, position, property. That's been the name of the game throughout human history. And the urge to gain new territory -- or keep what's already been acquired -- certainly shows up in our daily work lives. The workplace, in fact, is ablaze with battles over information, relationships, and authority -- and everyone is fighting for psychological survival. These turf wars are some of the most productivity- and morale-squashing activities that employees engage in. Territorial Games analyzes 10 of these insidious and instinctual acts of gamesmanship -- such as camouflage...occupation...shunning...intimidation -- and it supplies positive strategies for combating territorial behavior. Written from the perspective of a behavioral scientist and drawn from in-depth interviews with corporate managers, the book explains how to: * understand the roots of territoriality * recognize the signs and symptoms of territorial games * focus on organizational goals rather than individual turf wars * promote teamwork throughout an organization * apply counterstrategies to change destructive behavior.""

""Are you hesitant to speak up at work? Do you come across too stridently? Are you afraid to say no? Do people tune you out when you talk? If you want to get people to listen to what you say -- and do what you want -- assertive communication should be your goal, says Judith Tingley. And the book explains not only why you should communicate more assertively in business, but also how to do it in such situations as: * giving and receiving feedback * expressing opinions * asking for what you want * dealing with rejection * delegating responsibility * expecting accountability The book provides examples of typical workplace communications scenarios, as well as two self-tests to help readers assess their present levels of directness. Readers will discover eight steps for effective communication and learn how to evaluate their goals from a communications standpoint.""

"Good writing is good business. Simple, straightforward writing saves time, creates good relationships, and prevents expensive misunderstandings. But why is it so hard to achieve? This incisive guide suggests ways to think about writing -- what it should look and sound like, as well as what it should accomplish -- that can simplify how writers choose to express their ideas. It examines the reasons why many businesspeople with good skills tend to write strange, needlessly complicated sentences -- and shows them how to break the habit. PLAIN STYLE offers 35 practical techniques that foster simplicity, conciseness, and emphasis."

""One of a company's most important communication tools is the employee handbook. But creating or revising one can be an overwhelming job. It must be legally sound, up-to-date, clearly written, and comprehensive. This ready-to-use guidebook, now in its second edition, practically writes the handbook by itself! Human resources professionals will appreciate its: * checklists that guide them every step of the way (and make sure all bases are covered) * step-by-step instructions that make information easy to understand (and help avoid mistakes) * more than 400 sample policy statements, all in use by actual companies and ready to go as-is or to revise as needed * plain-English explanations of federal and state regulations, with practical suggestions for implementation.""