Business : Business Communication

As part of the Janus Performance Management System, “Conducting a Performance Update Discussion” is a practical 32-page workbook that offers a structured process by which managers and appraisees can engage in regular performance update discussions in a positive way. The performance update discussion is a formal and scheduled vehicle to systematically build a culture where all have ownership of results and where objective, candid, specific and timely performance feedback via coaching become the norm. more...

Price: $17.50

Take a look at the job of a chief customer officer, investigate strategic conversations with customers and learn about performance improvement through core values in this Briefing. more...

Price: $100.00

The Corporate Security Professional's Handbook on Terrorism is a professional reference that clarifies the difference between terrorism against corporations and their assets, versus terrorism against government assets. It addresses the existing misconceptions regarding how terrorism does or does not affect corporations, and provides security professionals and business executives with a better understanding of how terrorism may impact them. Consisting three sections, Section I provides an explanation of what terrorism is, its history, who engages in it, and why. Section II focuses on helping the security professional develop and implement an effective anti-terrorism program in order to better protect the employees and assets of the corporation. Section III discusses the future as it relates to the likelihood of having to deal with terrorism. The book provides the reader with a practitioner’s guide, augmented by a historical assessment of terrorism and its impact to corporations, enabling them to immediately put in place useful security processes and methods to protect their corporate interests against potential acts of terror. This is guide is an essential tool for preparing security professionals and company executives to operate in an increasingly hostile global business environment. more...

Price: $49.95

Effective communication lies at the heart of every successful business. All good communication involves an efficient exchange of information, both internally and externally. In addition, knowing what and how to convey a message is equally important. Proliferating methods of communication, e.g. email, fax, mobile, Internet, telephone, verbal and non-verbal exchanges, widen the range of choices, and also increase the chances of choosing an inappropriate channel for getting your message across. more...

Price: $55.00

Is Poor Customer Service Slowly Eating Away at Your Business? There is a deadly cancer facing businesses today. A profit destroying, production crippling, customer-losing agent called apathy. There is an old saying: a new broom sweeps clean. Which means a new employee comes on board filled with vigor and enthusiasm. What they lack in skill, they make up for in excitement. On the other hand, many times the ones with the experience have all but lost the flame of passion that once made them an asset to your company. If left unchecked, your co-workers can lose sight and start looking at your customers as pests instead of profit centers. This kind of customer-devouring cancer can destroy your company in a slow agonizing death. The worst part is it usually happens behind upper management's back and can be very hard to detect. What's the answer? Now you can use Tony Alessandra's Customer-Driven Service 53-page workbook with several worksheets to get your people to become more customer-focused. When we focus too much on operations and not enough on the customer, we can ruin customer loyalty. If you've ever been on the other end of the phone trying to make sense to some bureaucratic "customer-policy-robot" who just says "Sir there's nothing I can do, our policy says..." You will be right in sync with the messages in this content-filled workbook. Topics covered include: Operations-Driven vs. Customer-Driven Service, A Commitment to Being Customer-Driven, Creating Demanding Customers, Moments of Magic vs. Moments of Misery, Effective Communication, Keeping in Touch with Your Customers, The Appropriate Handling of Customer Problems, and much more. This workbook will help you improve your customer loyalty and retention. more...

Price: $10.95