1.

Record Nr.

UNINA9910822374003321

Autore

Harris Philip R (Philip Robert), <1926->

Titolo

20 reproducible assessment instruments for the new work culture / / Philip R. Harris

Pubbl/distr/stampa

Amherst, Mass., : HRD Press, c1995

ISBN

1-59996-501-1

Descrizione fisica

1 online resource (186 p.)

Disciplina

658.4

Soggetti

Organizational effectiveness - Measurement

Personnel management

Teams in the workplace

Management

Lingua di pubblicazione

Inglese

Formato

Materiale a stampa

Livello bibliografico

Monografia

Note generali

Description based upon print version of record.

Nota di bibliografia

Includes bibliographical references.

Nota di contenuto

Table of Contents; Prologue; Introduction; Part 1 Personal Assessment; 1 Human Resources Inventory; 2 Leadership Motivation Inventory; 3 Values Imprint Survey; 4 Quality of Life Index; 5 Relocation Preparation Index; 6 Change Inventory for Leaders; 7 Force Field Analysis Inventory; Part 2 Team Assessment; 8 Group Maturity Analysis; 9 Individual Behavior Analysis; 10 Team Performance Survey; 11 Team Synergy Analysis Inventory; Part 3 New Management Concepts for Supervisors; 12 High Performance Management Inventory (HPMI); 13 Management Communications Inventory

14 Managing People Skills Inventory15 Intercultural Relations Inventory (IRI); 16 Inventory of Transformational Management Skills; Part 4 Organizational Assessment; 17 Organizational Culture Survey; 18 Organization Communication Analysis; 19 Organizational Roles and Relationships Inventory; 20 Organizational Meeting Management Planning Inventory; Epilogue

Sommario/riassunto

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