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"Harris, Philip R. (Philip Robert), 1926-"
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Developing high performance leaders
Every leader has human resource management and development responsibilities. Using a behavioural science perspective, Developing High Performance Leaders will enable leaders throughout the various business sectors to increase the yield on their organization's human capital and help their team members achieve their goals.
In this instructive book, Philip Harris centres his teaching around five key aspects of the leadership process:
human behaviour and performance
communications
cultural influences
organizational relations
change management
A selection of strategies to take forward into practice are offered to the reader and the text is organized with a view to the leader sharing the learning obtained from this volume. For personal or group growth, each chapter is framed in terms of four \"I's\": Introduction, Input, Interaction and Instrumentation, to provide an ideal framework for any adult education endeavour.
Developing High Performance Leaders is for all human resource development professionals, supervisors, managers and executives concerned with the career development of themselves and their team.
eBook
Developing High Performance Leaders
Every leader has human resource management and development responsibilities. Using a behavioural science perspective, Developing High Performance Leaders will enable leaders throughout the various business sectors to increase the yield on their organization's human capital and help their team members achieve their goals.
In this instructive book, Philip Harris centres his teaching around five key aspects of the leadership process:
human behaviour and performance
communications
cultural influences
organizational relations
change management
A selection of strategies to take forward into practice are offered to the reader and the text is organized with a view to the leader sharing the learning obtained from this volume. For personal or group growth, each chapter is framed in terms of four \"I's\": Introduction, Input, Interaction and Instrumentation, to provide an ideal framework for any adult education endeavour.
Developing High Performance Leaders is for all human resource development professionals, supervisors, managers and executives concerned with the career development of themselves and their team.
eBook
20 Reproducible Assessment Instruments
Areas covered include: the customer's first impression; customer paradigms; listening to the customer; finding out who the customer really is; how rumors get started and spread; the importance of telephone greeting messages; dealing with telephone tag; telephone communications; understanding what the customer really wants; characteristics of successful customer service; customer service diseases; developing your personal improvement plan; personalities of potential buyers; types of customers; customer complaints; tips for selling your product or service; positive and negative words; winning and losing the customer; logic vs emotion in selling. Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There's no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve-excellent service. Every topic critical to customer service is addressed in five convenient parts: Communication; Phone Power; Customer Service Skills; Customer Service Strategies; Achieving Results. The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15-30 minutes.
eBook
