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 | Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It! Product# 458506143 Selling for $14.95 "In this concise, motivational book, Jeff and Valerie Gee share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. 20 illustrations." |
 | Coping with Toxic Managers, Subordinates ... and Other Difficult People: Using Emotional Intelligence to Survive and Prosper Product# 460550722 Selling for $24.99 "Some people are toxic: narcissistic, aggressive, inflexible, unethical, ready to scapegoat, capable of transforming any workplace into an unending nightmare. How do you cope with such individuals, while protecting both your career AND your sanity? Simplistic, cookie-cutter solutions don't work. In 'Coping with Toxic Managers, world-renowned psychiatrist and organizational consultant Roy Lubit shows you techniques that will. Drawing on his extensive experience as both a mental health professional and an organizational consultant for PriceWaterhouseCoopers, Lubit offers concrete, proven advice for subordinates, colleagues and superiors alike. You learn what's really driving your toxic manager or subordinate... how to cope with the emotional stress of dealing with them... and how to create a strategy that reflects their individual personality, while drawing on today's powerful new insights into emotional intelligence. The technicques Lubit teaches apply to personal relationships with toxic individuals as well." |
 | Management Skills for Everyday Life: The Practical Coach Product# 460550738 Selling for $113.33 "Written in a very straight-forward and practical, yet research-based, style that users, regardless of their age/gender/nationality/race/etc. find engaging because it focuses on their personal need to enhance their effectiveness, career potential (e.g., salaries, promotions, job choice and flexibility), and general well-being (the book takes work/life issues seriously). The book begins by summarizing the research that focuses on what characteristics predict managerial and professional success and which characteristics predict failure. The subsequent chapters then present each of the characteristics that predict success in more detail, as well as tools and techniques for enhancing readers' personal and professional success. For beginning to mid-level executives." |
 | Human Challenge, The: Managing Yourself and Others in Organizations Product# 460679426 Selling for $100.2 "Offers a hands-on approach to understanding the key points of human relations, and how to manage yourself and others-paying attention to emotional intelligence. For anyone in the 21st century workplace-and especially those who want to be successful there." |
 | Coping with College: A Guide for Academic Success Product# 460679444 Selling for $24 "Brief enough to fit a busy schedule, this valuable guide offers a wealth of practical suggestions for achieving personal and academic success in college. The book begins by teaching you how to avoid common problems and pitfalls you may experience during your transition to college; then it helps you develop study strategies for your personal learning style. This book covers the skills you need on the journey of college success. It will help you: Overcome procrastination Minimize disruptions while you study Meet deadlines more easily Understand your learning style Develop your vocabulary Overcome test anxiety and stress Improve your memory Become your own advocate Develop better relationships with your professors—even in large classes Visit our Student Success SuperSite at www.prenhall.com/success Features include: Majors Exploration Career Advice Web Links Tips from Successful Students Student Bulletin Boards Faculty Resources" |
 | People, Performance and Pay: Dynamic Compensation for Changing Organizations Product# 460680746 Selling for $29 "People, Performance, and Pay identifies today's four most common organizational work cultures - functional, process, time-based, and network - and explains how to align innovative pay policies with each. With examples from LEGO, Hallmark, Holiday Inn, and other leading organizations, the authors explain how to assess an organization's current culture and determine what its future culture should be. They then demonstrate pay's role in such change initiatives, and how compensation must be integrated with other human resource processes, such as selection, training, and performance management. They also discuss the full range of pay strategies available today and how they can be best used to move the organization forward; for example, they recommend decreasing an organization's emphasis on base pay as it shifts from a functional culture to a process, time-based, or network culture. They also offer guidance on establishing team rewards, especially important in process and team-based cultures, and make a compelling case for putting more pay at risk through variable pay strategies. Here also is strategic advice on competency-based pay, performance-based rewards such as gain-sharing, executive pay, and benefits programs. As responsibility for compensation strategies and compensation decisions shifts away from the realm of the Human Resource Department, line managers and senior executives will find People, Performance, and Pay an invaluable reference for effectively using salary, incentives, and benefits to motivate and reward employees, improve quality, and increase productivity." |
 | 201 Ways to Deal With Difficult People Product# 460682933 Selling for $10.95 "That special assignment came fully equipped with a problem co-worker? Don't despair! Learn how to work with people that are confrontational, problematic, unwillingand still get the job done." |
 | Teambuilding: The ASTD Trainer's Sourcebook Product# 460683107 Selling for $39.95 "The ASTD Trainer's Sourcebook Series presents complete toolkits and instructions for creating effective, personalized training programs. Each individual sourcebook--written by an expert trainer in the field--contains everything needed to design and conduct training sessions. Developed in association with the American Association for Training and Development, the first six sourcebooks cover some of the hottest topics in training, from leadership, to diversity, to team-building." |
| Human Challenge, The: Managing Yourself and Others in Organizations Product# 460685454 Selling for $100.2 "Offers a hands-on approach to understanding the key points of human relations, and how to manage yourself and others-paying attention to emotional intelligence. For anyone in the 21st century workplace-and especially those who want to be successful there." |
| Coping with College: A Guide for Academic Success Product# 460685485 Selling for $24 "Brief enough to fit a busy schedule, this valuable guide offers a wealth of practical suggestions for achieving personal and academic success in college. The book begins by teaching you how to avoid common problems and pitfalls you may experience during your transition to college; then it helps you develop study strategies for your personal learning style. This book covers the skills you need on the journey of college success. It will help you: Overcome procrastination Minimize disruptions while you study Meet deadlines more easily Understand your learning style Develop your vocabulary Overcome test anxiety and stress Improve your memory Become your own advocate Develop better relationships with your professors—even in large classes Visit our Student Success SuperSite at www.prenhall.com/success Features include: Majors Exploration Career Advice Web Links Tips from Successful Students Student Bulletin Boards Faculty Resources" |
 | Human Resource Management: A Customer-Oriented Approach Product# 460686023 Selling for $94.8 "'Human Resource Management: A Customer Oriented Approach' addresses the needs of human resource management in the hospitality industry. Drawn from industry research and developments in real organizations, the book presents a comprehensive and practical discussion of the human resource issues unique to the hospitality industry. Dedicated to identifying and addressing customer needs, developing outstanding service, and maintaining total quality service; the book presents the role of HRM activities and provides applications of those functions to improving service, productivity, and profit. It presents total quality management in a practical manner so readers can apply these ideas in the workplace. And it emphasizes diversity, ethics, discrimination, and the ways hospitality managers address these issues. A valuable reference for any manager in a hospitality business seeking to improve the functioning of that organization." |
 | Cornerstone: Building on Your Best Product# 460765628 Selling for $40 "Simply stated, Cornerstone: Building on Your Best, Third Edition, is a book about change—about creating a positive transition into college from any walk of life: Through concrete, goal-oriented activities, students are afforded the opportunity to become successful decision-makers, confident learners, and' well-adjusted members of society. Features that make this edition unique include: At This Moment — A self-assessivent activity that launches every chapter and guides students through goal setting and reflection exercises that ultimately lead them to academic, personal, and social self-improvement. Blueprints for Change — An activity that hips students strategically think through their immediate and long-term goals for change and the subsequent implications these decisions will have an their lives as students, as members of society, and in their careers. Reflection — This uniquely activity-oriented text provides students with ample opportunity to internalize the concepts in every chapter. Learning about strategies in abstraction is meaningless unless students are given and subsequently seize the opportunity to personalize these strategies. Journal activities encourage students to reflect upon how the discussion of strategies and goal setting can benefit them in the context of their individual needs. Some students may prefer to write on paper, while others will choose to use a computer. Both options are available at the end of each chapter. Visit our Student Success supersite at www.prenhall.com/success Features include, but are not limited to: A text-specific companion website that supports every chapter of the text. ( http://www.prenhall.com/montgomery — select the 3rd edition) Majors Exploration Career Advice Student Success Stories Tips for Financial Management" |
 | Managing Humans Resources in the Hospitality Industry: An Experiential Approach Product# 460765702 Selling for $94.8 "(Pearson Education) A textbook for career-oriented hospitality students, offering a complete tutorial in the finer points of managing human resources. Shows how to be involved in leading, motivating, counseling, and rewarding employees. Features experimental components, for an experiential learning experience, plus case studies and review questions. DLC: Hotels--Personnel management." |
 | C.A.R.E. Packages for the Workplace: Dozens of Little Things You Can Do To Regenerate Spirit At Work Product# 460766628 Selling for $14.95 "Internationally known author Glanz offer a timely gift-book that provides the hard at work with dozens of simple 'brighten-your-day' ideas. This is a wonderful little book filled with the kind of motivation that will enliven communication, increase employee appreciation, and add more fun to the place where people spend most of their waking hours. Illustrations." |
 | The Big Book of Customer Service Training Games Product# 460766688 Selling for $24.95 "Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude; speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service." |
| Managing Humans Resources in the Hospitality Industry: An Experiential Approach Product# 460767558 Selling for $94.8 "(Pearson Education) A textbook for career-oriented hospitality students, offering a complete tutorial in the finer points of managing human resources. Shows how to be involved in leading, motivating, counseling, and rewarding employees. Features experimental components, for an experiential learning experience, plus case studies and review questions. DLC: Hotels--Personnel management." |