20 Minutes To A Top Performer Three Fast And Effective Conversations To Motivate Develop And Engage Your Employees

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20 Minutes to a Top Performer: Three Fast and Effective Conversations to Motivate, Develop, and Engage Your Employees

Author : Alan Vengel
Publisher : McGraw Hill Professional
ISBN 13 : 9780071713214
Total Pages : 224 pages
Book Rating : 4.7/5 (132 download)

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Book Synopsis 20 Minutes to a Top Performer: Three Fast and Effective Conversations to Motivate, Develop, and Engage Your Employees by : Alan Vengel

Download or read book 20 Minutes to a Top Performer: Three Fast and Effective Conversations to Motivate, Develop, and Engage Your Employees written by Alan Vengel and published by McGraw Hill Professional. This book was released on 2009-10-30 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Transform Average Employees into Powerhouse Performers “I cannot think of a more important message and timely book. 20 Minutes to a Top Performer offers quick, simple techniques for managers to improve their effectiveness in communicating with their teams.” Steven Fine, vice president for administration, Mount Sinai Medical Center, Miami Beach, Florida “Alan has provided some of the best thinking on the issue of leadership conversations. His book offers easy-to-implement suggestions for everything your team needs to know about effective conversations!” Al Miller, VP HR, Lockheed Martin Simulation, Training and Support, Lockheed Martin “This book is essential for leaders in today’s fast-paced and do-more-with-less environment.” Dan Russi, VP, Customer Services, Ariba, Inc. “Alan gives a how-to guide for managers of all experience levels. In twenty minutes and three conversations, he’s captured the essence of managing and leading.” Ron Sacchi, director, Organizational Learning and Development, Gilead “It is great news for the business and professional community to see a book emerge with practical tips for having intelligent interactions in traditionally sensitive areas of communication. Many books promise easily used guidelines for a successful result—this one delivers!” Pat Cramer, learning director, Honeywell Aerospace About the Book The key to long-term organizational success is the ability to move employees to action. Easier said than done, right? Not really. All it takes is three simple 20-minute conversations. Alan Vengel has spent 25 years helping Fortune 500 companies empower their employees to perform at peak efficiency, generating measurable results organization-wide. Now, in 20 Minutes to a Top Performer, Vengel shares the secret to his and his clients’ success: good old-fashioned communication. Inside, he explains how to engage your employees through specific, focused conversations, of which there are exactly three: Coaching: Focusing on performance and feedback Motivating: Focusing on engagement and interests Mentoring: Focusing on support and development Vengel dissects these types of conversations to illuminate how, why, and when to initiate each one. The conversations are not meant to be technical. They won’t be uncomfortable or combative. They will simply be . . . conversations. And you’ll be surprised at how quickly you see results. Your people will become better team players, take greater enjoyment in their work, tackle problems with verve, and, in the end, contribute valuable talent to your organization for the long term. Managers are facing unprecedented demands to do more with less—a trend that is clearly not going to reverse in the foreseeable future. You don’t need a Harvard Business School degree or expensive new technology to empower your workforce. All you need is the drive to make change happen. 20 Minutes to a Top Performer is a blueprint to helping your people succeed. And when they succeed, you and the entire organization succeed.

Radical Candor

Author : Kim Malone Scott
Publisher : Macmillan
ISBN 13 : 1760553026
Total Pages : 375 pages
Book Rating : 4.7/5 (65 download)

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Book Synopsis Radical Candor by : Kim Malone Scott

Download or read book Radical Candor written by Kim Malone Scott and published by Macmillan. This book was released on 2017-03-28 with total page 375 pages. Available in PDF, EPUB and Kindle. Book excerpt: Radical Candor is the sweet spot between managers who are obnoxiously aggressive on the one side and ruinously empathetic on the other. It is about providing guidance, which involves a mix of praise as well as criticism, delivered to produce better results and help employees develop their skills and boundaries of success. Great bosses have a strong relationship with their employees, and Kim Scott Malone has identified three simple principles for building better relationships with your employees: make it personal, get stuff done, and understand why it matters. Radical Candor offers a guide to those bewildered or exhausted by management, written for bosses and those who manage bosses. Drawing on years of first-hand experience, and distilled clearly to give actionable lessons to the reader, Radical Candor shows how to be successful while retaining your integrity and humanity. Radical Candor is the perfect handbook for those who are looking to find meaning in their job and create an environment where people both love their work, their colleagues and are motivated to strive to ever greater success.

Drive

Author : Daniel H. Pink
Publisher : Penguin
ISBN 13 : 1101524383
Total Pages : 275 pages
Book Rating : 4.1/5 (15 download)

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Book Synopsis Drive by : Daniel H. Pink

Download or read book Drive written by Daniel H. Pink and published by Penguin. This book was released on 2011-04-05 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New York Times bestseller that gives readers a paradigm-shattering new way to think about motivation from the author of When: The Scientific Secrets of Perfect Timing Most people believe that the best way to motivate is with rewards like money—the carrot-and-stick approach. That's a mistake, says Daniel H. Pink (author of To Sell Is Human: The Surprising Truth About Motivating Others). In this provocative and persuasive new book, he asserts that the secret to high performance and satisfaction-at work, at school, and at home—is the deeply human need to direct our own lives, to learn and create new things, and to do better by ourselves and our world. Drawing on four decades of scientific research on human motivation, Pink exposes the mismatch between what science knows and what business does—and how that affects every aspect of life. He examines the three elements of true motivation—autonomy, mastery, and purpose-and offers smart and surprising techniques for putting these into action in a unique book that will change how we think and transform how we live.

The Truth About Getting the Best From People

Author : Martha I. Finney
Publisher : FT Press
ISBN 13 : 0137002068
Total Pages : 27 pages
Book Rating : 4.1/5 (37 download)

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Book Synopsis The Truth About Getting the Best From People by : Martha I. Finney

Download or read book The Truth About Getting the Best From People written by Martha I. Finney and published by FT Press. This book was released on 2008-02-20 with total page 27 pages. Available in PDF, EPUB and Kindle. Book excerpt: Build a culture of engagement...one person, one interaction at a time You can build and lead teams full of self-motivated, innovative contributors: people who love their jobs, believe in their mission, and perform with focus, enthusiasm, and creativity! This book reveals 49 PROVEN LEADERSHIP PRINCIPLES for getting the best from every employee, every team, every organization! The truth about building a self-driven workforce that’s positive, committed, passionate The truth about what really motivates people--and what doesn’t The truth about leading with authenticity, clarity, consistency, and inspiration You can build and lead teams full of self-motivated, innovative contributors: people who love their jobs, believe in their mission, and perform with focus, enthusiasm, and creativity! Top leadership consultant Martha Finney reveals 49 proven leadership principles for getting the best from every employee, every team, every organization. She shows how to build a workforce that’s positive, committed, passionate...how to really motivate people, even on a tight budget...how to lead with authenticity, clarity, consistency, and inspiration. These skills offer powerful, quantifiable business value. They are completely learnable--and this book is the fastest way to master them. It distills the world’s best thinking on getting the best from people: the truth, and nothing but the truth!

High Performance Habits

Author : Brendon Burchard
Publisher : Hay House, Inc
ISBN 13 : 1401952852
Total Pages : 401 pages
Book Rating : 4.4/5 (19 download)

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Book Synopsis High Performance Habits by : Brendon Burchard

Download or read book High Performance Habits written by Brendon Burchard and published by Hay House, Inc. This book was released on 2017-09-19 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: THESE HABITS WILL MAKE YOU EXTRAORDINARY. Twenty years ago, author Brendon Burchard became obsessed with answering three questions: 1. Why do some individuals and teams succeed more quickly than others and sustain that success over the long term? 2. Of those who pull it off, why are some miserable and others consistently happy on their journey? 3. What motivates people to reach for higher levels of success in the first place, and what practices help them improve the most After extensive original research and a decade as the world’s leading high performance coach, Burchard found the answers. It turns out that just six deliberate habits give you the edge. Anyone can practice these habits and, when they do, extraordinary things happen in their lives, relationships, and careers. Which habits can help you achieve long-term success and vibrant well-being no matter your age, career, strengths, or personality? To become a high performer, you must seek clarity, generate energy, raise necessity, increase productivity, develop influence, and demonstrate courage. The art and science of how to do all this is what this book is about. Whether you want to get more done, lead others better, develop skill faster, or dramatically increase your sense of joy and confidence, the habits in this book will help you achieve it faster. Each of the six habits is illustrated by powerful vignettes, cutting-edge science, thought-provoking exercises, and real-world daily practices you can implement right now. If you’ve ever wanted a science-backed, heart-centered plan to living a better quality of life, it’s in your hands. Best of all, you can measure your progress. A link to a free professional assessment is included in the book.

Bring Out the Best in Every Employee: How to Engage Your Whole Team by Making Every Leadership Moment Count

Author : Don Brown
Publisher : McGraw Hill Professional
ISBN 13 : 0071787143
Total Pages : 225 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Bring Out the Best in Every Employee: How to Engage Your Whole Team by Making Every Leadership Moment Count by : Don Brown

Download or read book Bring Out the Best in Every Employee: How to Engage Your Whole Team by Making Every Leadership Moment Count written by Don Brown and published by McGraw Hill Professional. This book was released on 2012-11-09 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevate Capacity AND Drive Growth Now--Without Adding Headcount Management "As leaders, we like to think we control everything, and it's just not true--externals now drive the business. Learn to let go, learn to bring out the best in every employee!" -- Jim Farley, Group VP Global Marketing, Sales & Service, Ford Motor Company "One of the things we'll look back on 30 years from now is that this no-normal world has forced a higher quality of leadership than any other era in history. Bring Out the Best in Every Employee is the ultimate leader's handbook to that higher ground!” -- Howard Morgan, Managing Director, The Leadership Research Institute "One Fortune organization once reported that it interviewed one million people annually, that it hired 125,000 of them--and that their net productivity gain was only 15,000 employees! This paradox demonstrates the imperative of learning how to bring out the best in every employee you have." -- C.D. "Hoop" Morgan III, founder and Chairman, The Forté Institute "The productivity of our workforce has to rise with the times. This book is the leader's guide to starting that process, and to stopping the self-imposed barriers of the ego." -- Chuck Sykes, President and CEO , Sykes Enterprises "Bring Out the Best in Every Employee shows you how to expand your team's capacity--without adding a single headcount!" -- Tim Srock, VP Human Resources, McLaren Regional Medical Center Are You Capturing the Full Potential of Your Workforce? With employee dissatisfaction at an all-time high and job security more tenuous than ever, today's managers are scrambling to motivate their teams, often at great cost. If you're like most, it has been next to impossible to elevate capacity without increasing headcount--until now. Workplace performance experts Don Brown and Bill Hawkins have created a revolutionary approach to energizing your team. Now you can drive growth--by targeting and empowering the right people. Bring Out the Best in Every Employee shows you exactly how to leverage the untapped asset that's already on your payroll. The fact is, most managers devote so much time to either high-potential or high-problem employees that they neglect the critical mass at the top of the bell curve. And they can mean the difference between surviving . . . and thriving. This is an essential road map for any manager who wants to: Identify and target the "core" of his or her team Discover what the "silent majority" of the workforce actually wants Create a personal, actionable engagement plan for every employee Master the techniques to develop the capacity of "Solid Citizens" Most important, you'll learn what drives today's workforce . . . and what employees want from you in order to perform. By surveying more than 6,000 workers around the world, the authors identified what to stop, start, and continue doing to increase your return-on-leadership. Get yourself ready for honest--and sometimes shocking--feedback. Their findings will astound you and broaden your effectiveness exponentially.

Employee Engagement For Dummies

Author : Bob Kelleher
Publisher : John Wiley & Sons
ISBN 13 : 1118725794
Total Pages : 375 pages
Book Rating : 4.1/5 (187 download)

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Book Synopsis Employee Engagement For Dummies by : Bob Kelleher

Download or read book Employee Engagement For Dummies written by Bob Kelleher and published by John Wiley & Sons. This book was released on 2013-12-24 with total page 375 pages. Available in PDF, EPUB and Kindle. Book excerpt: The easy way to boost employee engagement Today more than ever, companies and leaders need a road map to help them boost employee engagement levels. Employee Engagement For Dummies helps employers implement the necessary plans to create and sustain an engaging culture, allowing them to attract and retain the best people while boosting their productivity and creativity. Employee Engagement For Dummies helps you foster employee engagement, a concept that furthers an organization's interests through ensuring that employees remain involved in, committed to, and fulfilled by their work. It covers: practical steps to boost employee engagement with your company or team; how to engage different generations of employees; the keys to reduce voluntary employee turnover; practical tools to help retain and engage your employees; processes that will boost employee retention and productivity; hiring the best fits from the start; and much more. Helps you recognize and understand the impact of positive employee engagement Helps you attract and retain the best employees Employee Engagement For Dummies is for business leaders at all levels who are looking to better engage their employees and increase morale and productivity.

The Set-up-to-fail Syndrome

Author : Jean-François Manzoni
Publisher : Harvard Business Press
ISBN 13 : 9780875849492
Total Pages : 312 pages
Book Rating : 4.8/5 (494 download)

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Book Synopsis The Set-up-to-fail Syndrome by : Jean-François Manzoni

Download or read book The Set-up-to-fail Syndrome written by Jean-François Manzoni and published by Harvard Business Press. This book was released on 2002 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation.

Conversations for Creating Star Performers: Go Beyond the Performance Review to Inspire Excellence Every Day

Author : Shawn Kent . Hayashi
Publisher : McGraw Hill Professional
ISBN 13 : 0071779957
Total Pages : 257 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Conversations for Creating Star Performers: Go Beyond the Performance Review to Inspire Excellence Every Day by : Shawn Kent . Hayashi

Download or read book Conversations for Creating Star Performers: Go Beyond the Performance Review to Inspire Excellence Every Day written by Shawn Kent . Hayashi and published by McGraw Hill Professional. This book was released on 2012-01-06 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inspire Star Performance through Meaningful Conversations with Your Team “If you want more top performers on your team, read this book!” —Jill Konrath, author of SNAP Selling and Selling to Big Companies The performance review is an important part of your job as a manager or coach. But it is only a part. In order to develop team members effectively, you have to be proactive on a daily basis. This means having conversations—and not just about the weather or the game last night. Create ongoing conversations throughout the year that focus on: Developing team members to a higher level of ability Triggering the insight and inspiration within your team members to grow in new ways Building the skills that will enable others to accomplish their established goals Preparing yourself and others for the performance review discussion Keeping people motivated and moving forward toward the goals Conversations for Creating Star Performers is a vital tool for keeping team members motivated, engaged, and moving ahead every day—not just the days before an annual review.

Start with Why

Author : Simon Sinek
Publisher : Penguin
ISBN 13 : 1591846447
Total Pages : 257 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis Start with Why by : Simon Sinek

Download or read book Start with Why written by Simon Sinek and published by Penguin. This book was released on 2011-12-27 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The inspirational bestseller that ignited a movement and asked us to find our WHY Discover the book that is captivating millions on TikTok and that served as the basis for one of the most popular TED Talks of all time—with more than 56 million views and counting. Over a decade ago, Simon Sinek started a movement that inspired millions to demand purpose at work, to ask what was the WHY of their organization. Since then, millions have been touched by the power of his ideas, and these ideas remain as relevant and timely as ever. START WITH WHY asks (and answers) the questions: why are some people and organizations more innovative, more influential, and more profitable than others? Why do some command greater loyalty from customers and employees alike? Even among the successful, why are so few able to repeat their success over and over? People like Martin Luther King Jr., Steve Jobs, and the Wright Brothers had little in common, but they all started with WHY. They realized that people won't truly buy into a product, service, movement, or idea until they understand the WHY behind it. START WITH WHY shows that the leaders who have had the greatest influence in the world all think, act and communicate the same way—and it's the opposite of what everyone else does. Sinek calls this powerful idea The Golden Circle, and it provides a framework upon which organizations can be built, movements can be led, and people can be inspired. And it all starts with WHY.

Ask a Manager

Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)

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Book Synopsis Ask a Manager by : Alison Green

Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

Execution

Author : Larry Bossidy
Publisher : Crown Currency
ISBN 13 : 0307591468
Total Pages : 290 pages
Book Rating : 4.3/5 (75 download)

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Book Synopsis Execution by : Larry Bossidy

Download or read book Execution written by Larry Bossidy and published by Crown Currency. This book was released on 2009-11-10 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 NEW YORK TIMES BESTSELLER • More than two million copies in print! The premier resource for how to deliver results in an uncertain world, whether you’re running an entire company or in your first management job. “A must-read for anyone who cares about business.”—The New York Times When Execution was first published, it changed the way we did our jobs by focusing on the critical importance of “the discipline of execution”: the ability to make the final leap to success by actually getting things done. Larry Bossidy and Ram Charan now reframe their empowering message for a world in which the old rules have been shattered, radical change is becoming routine, and the ability to execute is more important than ever. Now and for the foreseeable future: • Growth will be slower. But the company that executes well will have the confidence, speed, and resources to move fast as new opportunities emerge. • Competition will be fiercer, with companies searching for any possible advantage in every area from products and technologies to location and management. • Governments will take on new roles in their national economies, some as partners to business, others imposing constraints. Companies that execute well will be more attractive to government entities as partners and suppliers and better prepared to adapt to a new wave of regulation. • Risk management will become a top priority for every leader. Execution gives you an edge in detecting new internal and external threats and in weathering crises that can never be fully predicted. Execution shows how to link together people, strategy, and operations, the three core processes of every business. Leading these processes is the real job of running a business, not formulating a “vision” and leaving the work of carrying it out to others. Bossidy and Charan show the importance of being deeply and passionately engaged in an organization and why robust dialogues about people, strategy, and operations result in a business based on intellectual honesty and realism. With paradigmatic case histories from the real world—including examples like the diverging paths taken by Jamie Dimon at JPMorgan Chase and Charles Prince at Citigroup—Execution provides the realistic and hard-nosed approach to business success that could come only from authors as accomplished and insightful as Bossidy and Charan.

Full Engagement!

Author : Brian Tracy
Publisher : AMACOM
ISBN 13 : 081441690X
Total Pages : 256 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Full Engagement! by : Brian Tracy

Download or read book Full Engagement! written by Brian Tracy and published by AMACOM. This book was released on 2011-05-20 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a manager, it’s your role to achieve the highest possible return on the physical, emotional, and mental efforts your people put forth. A return on investment is a return on energy. How do you light a fire under each employee when most of them are working at only a fraction of their potential? In this essential guide, business leadership expert Brian Tracy shows you how to unlock superstar potential from everyone on your work team. Based on decades of research and thousands of hours maximizing personal and organizational performance, Tracy shares the hard and fast secrets of what you can do (and what you should stop doing) to inspire your employees to reach peak performance. In Full Engagement!, you will learn how to: create a high-trust work environment drive out the fears that hold your people back set clear goals and objectives unlock the potential of each person motivate and inspire employees to greater height trigger the “X Factor” that maximizes productivity recognize, reward, and reinforce their efforts that energizes each team member Your ability to channel the human energies of your staff into higher levels of productivity and performance is the yardstick by which your ability as an executive will be measured. In these tough economic times, everyone is expected to produce more with less. The only way to succeed is to consistently inspire your people to perform at their absolute best.?Full Engagement! provides you with the keys to unlocking not just the hidden drive and abilities that exist within every one of your people but also your own.

42 Rules of Employee Engagement (2nd Edition)

Author : Susan Stamm
Publisher : Happy About
ISBN 13 : 1607731037
Total Pages : 124 pages
Book Rating : 4.6/5 (77 download)

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Book Synopsis 42 Rules of Employee Engagement (2nd Edition) by : Susan Stamm

Download or read book 42 Rules of Employee Engagement (2nd Edition) written by Susan Stamm and published by Happy About. This book was released on 2012-10 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: '42Rules of Employee Engagement (2nd Edition)' was born out of need for dcorporations, leaders and managers to engage with employees. Depending on whose research you read, as much as three quarters of the global workforce were not engaged! How long could organizations continue down this path and thrive or survive? As overwhelming as these data seem, Susan Stamm began to recognize the solutions are simple and within our reach. Engagement begins and ends with leaders and their day to day actions. It's the little things that make the big difference: how much information the leaders shares, how they approach important conversations, how much control they need, and how well they listen. An organization can be a best place to work, yet have a team no one wants to work on. The reverse is also true and it is almost always related to the leader. A challenge is that leaders often have blind spots, especially leaders that are struggling with their teams. This book include stories that leaders can relate to and that might open the door for them to consider how their actions appear to others. The best way to use this book is as a conversation starter. Take it to lunch with colleagues and discuss a single rule and the implications for your teams. These rules are actionable; when there is a challenge, there is always a specific action or direction recommended for dealing with it. In addition to the actions offered at the end of each rule, Appendix C provides links to more than two full years of free employee engagement activities and tools. If you want better engagement at your company, you should pick up '42Rules of Employee Engagement (2nd Edition)' today.

Managing for Engagement -- Communication, Connection, and Courage

Author : Anne Marrelli
Publisher : DIANE Publishing
ISBN 13 : 1437921418
Total Pages : 124 pages
Book Rating : 4.4/5 (379 download)

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Book Synopsis Managing for Engagement -- Communication, Connection, and Courage by : Anne Marrelli

Download or read book Managing for Engagement -- Communication, Connection, and Courage written by Anne Marrelli and published by DIANE Publishing. This book was released on 2010 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focuses on how leaders can drive employee engagement and increase high performance mgmt.; i.e., the actions leaders from first-line supervisors to exec. can take to facilitate the motivation and commitment of their employees. The effort leaders invest in managing their workforce pays off in substantially higher levels of employee engagement and performance. The recommendations it offers for increasing both engagement and performance can be characterized in three words: communication, connection, and courage. These are the foundation of performance mgmt. -- communicating openly and honestly with employees, connecting with them as people to build good working relationships, and demonstrating the courage to address and resolve problems. Illus.

The Service Profit Chain

Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis The Service Profit Chain by : James L. Heskett

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Nine Minutes on Monday

Author : James Robbins
Publisher :
ISBN 13 : 9781468033021
Total Pages : 250 pages
Book Rating : 4.0/5 (33 download)

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Book Synopsis Nine Minutes on Monday by : James Robbins

Download or read book Nine Minutes on Monday written by James Robbins and published by . This book was released on 2012-01-03 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Transform Your Leadership in Nine Minutes a Week! Nine Minutes on Monday is a simple system to help you raise productivity, boost morale, and increase employee engagement. The number one reason why managers fail to increase productivity, and get the best out of their people is they neglect to keep their leadership priorities in front of them. In today's environment it's easy to become task focused, leaving work teams that are over-managed, under-led, and operating below their true potential. Nine Minutes on Monday combines proven engagement drivers and principles of human motivation into a simple system of execution. No matter how busy you are, Nine Minutes on Monday will ensure your staff are motivated, inspired, and equipped to bring their best to work each day. In it you will learn: How to use the simple 9-minute template to keep your leadership priorities in front of you no matter how busy you are so your people are never without their leader How to implement the top engagement drivers and identify which ones you need to focus on the most to create a motivated and high performance team Increase motivation with the three simple questions that will connect purpose to pay by creating a clear line of sight between what employees do and how it affects the organization A four-step formula for giving feedback that takes the stress out of addressing sub-par performance and drives complacency from the workplace How to use the Recognition Codes to reward and recognize your employees so they feel valued, appreciated, and inspired. How to apply the top drivers of engagement with employees who are telecommuting Watch your employees performance and confidence soar with this simple coaching model you can use to develop your staff on a limited time budget The one activity that takes only 10-minutes a week that is a proven engagement driver which most managers neglect The four emotional bonds you want to make with every new hire during their first 30 days that will get them up to speed quickly and literally cement them to your organization PLUS - Get free access to the Nine Minutes on Monday Toolkit, filled with tons of bonus resources to help you lead and motivate your staff.