Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

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 an

Active learning. --- Organizational change. --- Total quality management. --- Management --- Management Styles & Communication --- Business & Economics --- Organizational effectiveness --- Personnel management. --- Teams in the workplace. --- Management. --- Measurement. --- Administration --- Groups, Work --- Team building in the workplace --- Team work in the workplace --- Teambuilding in the workplace --- Teams, Work --- Teamwork in the workplace --- Work groups --- Work teams --- Corporations --- Employment management --- Human resource management --- Human resources management --- Manpower utilization --- Personnel administration --- Personnel management --- Industrial relations --- Organization --- Social groups --- Work environment --- Public administration --- Employees --- Employment practices liability insurance --- Supervision of employees

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

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 performancecommunicationscultural influencesorganizational relationschange management

Employee motivation. --- Leadership. --- Performance. --- Personnel management. --- Leadership --- Personnel management --- Employee motivation --- Performance