Resilience is a word that is used in many different ways in different contexts, this new and innovative book focuses on psychological resilience in the workplace, examining other key aspects such as physical health and resilient teams, drawing from the latest research and the authors own practical experience.

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, eff...

Learn all you need to know about how to generate and manage publicity — from recognizing public relations opportunities to creating and sustaining media coverage. Effective PR shows you not only how to identify and target your audience, but also provides practical techniques for presenting information, whether writing news releases or organizing press conferences and product launches. Power tips help you to deal with real-life situations and handle all types of media with confiden...

In an age when scandal can destroy a company's brand or anyone's reputation in an instant -- Glass Jaw is an Art of War guide to modern crisis management.In boxing terms, a tough-looking fighter who can't take a punch is said to have a "glass jaw," and so it is these days with targets of controversy. Down the rabbit hole of scandal, the weak are strong and the strong are weak. Just consider this slate of recent reputational body blows: Toyota, Sus...

Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reputational hit if you don't do so well enough? This book introduces a valuable set of tools through which to build, maintain and manage your client-facing relationships.

Your Best Prospects Are Referred Prospects!Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent, qualified referrals while retaining and maximizing business with existing customers. Tim Templeton emphasizes the importance of applying the golden rule in business—putting the relationship with your customer f...

A thoroughly tested, distinctive alternative to the appraisal process that draws on well-established principles of organizational behavior. Based around Tim Baker's '5 Conversations' approach, and with a timely focus on fostering innovation, this book is practical and easy to use – featuring case studies, interviews and useful templates.

A new up-to-date overview of coaching effectiveness with practical case studies to demonstrate how these techniques are applied in real businesses. Using well-known coaching approaches in business and devoting additional attention to internal coaching practices this is a distinct, rigorous yet accessible guide to coaching approaches and practice.

A collection of engaging and thought-provoking essays looking at the world of business and management during a recession. Furnham takes a sideways look at some business issues that are often brushed under the carpet and examines recent academic contributions to business literature in an amusing and jargon-free style.

Tackles the nuts and bolts of communication at work in a no-nonsense way with startling honesty and practical tips. The authors' views are supported by comment from an impressive line up of experts whose communication strategies drive a range of successful organizations. For all those who struggle to make themselves heard in the business world

PR is an important part of running any successful business, yet many people are unaware of its potential and therefore unable to exploit it to the full.Effective PR: Be Your Own Expert: covers all aspects of the field, including PR campaigns, media liaisons, communicating with your audience, sponsorship, entertainment, crisis management and using PR professionals. Current trends and technologies are also included to ensure that this book is current and relevant to all types of busi...

'That's not my job.' If you don't want your employees to say that, why do you start your relationship by giving them a narrow task and competency focused description of their job? We need people to fulfil many different roles at work yes the need to do their job, but they also need to contribute positive energy, collaborate, and take personal reasonability for innovation and personal development. How do they fit into a traditional job description? It is futile persevering with the job desc...