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We can't talk about that at work! : how to talk about race, religion, politics, and other polarizing topics / / Mary-Frances Winters
| We can't talk about that at work! : how to talk about race, religion, politics, and other polarizing topics / / Mary-Frances Winters |
| Autore | Winters Mary-Frances |
| Edizione | [First edition.] |
| Pubbl/distr/stampa | Oakland, California : , : Berrett-Koehler Publishers, Inc., , 2017 |
| Descrizione fisica | 1 online resource (166 pages) |
| Disciplina | 650.1/3 |
| Soggetto topico |
Communication in organizations
Interpersonal communication Interpersonal relations Organizational sociology |
| ISBN |
1523094273
9781523094271 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Why do we have to talk about that at work? – Get yourself ready for bold, inclusive conversations – Expand your understanding of others and assess organizational readiness – Prepare: why, who, what, how, where, and when? – Let the conversations begin: search for shared meaning – Let the conversations continue: interpret and bridge differences – Sharpen inclusive habits. |
| Record Nr. | UNINA-9910792729603321 |
Winters Mary-Frances
|
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| Oakland, California : , : Berrett-Koehler Publishers, Inc., , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
What great service leaders know and do : creating breakthroughs in service firms / / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
| What great service leaders know and do : creating breakthroughs in service firms / / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| Autore | Heskett James L |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Berrett-Koehler Publishers, 2015 |
| Descrizione fisica | 1 online resource (viii, 275 pages) : illustrations |
| Disciplina | 658.4/092 |
| Collana |
BK business book
Gale eBooks |
| Soggetto topico |
Customer services
Service industries - Management |
| ISBN | 1-62656-585-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Cover""; ""Contents""; ""Introduction""; ""1 Leading a Breakthrough Service Is Different""; ""What great service leaders know: leading a breakthrough service is different""; ""What great service leaders do: they take steps to ensure repeated memorable service encounters""; ""2 Shaping Service Strategies That Deliver Results""; ""What great service leaders know: customers buy results and values, not services or products""; ""What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them""
""3 Designing Operating Strategies That Support the Service Vision""""What great service leaders know: the best service operating strategies don�t require trade-offs""; ""What great service leaders do: they foster both/and thinking in designing winning operating strategies""; ""4 Creating and Capitalizing on Internal Quality�“A Great Place to Work�""; ""What great service leaders know: great service starts with the frontline employee""; ""What great service leaders do: they hire for attitude, train for skills""; ""5 The Nuts and Bolts of Breakthrough Service Operations"" ""What great service leaders know: effective service operating strategies have to create value for employees, customers, and investors""""What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results�the service trifecta""; ""6 Develop Winning Support Systems""; ""What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines""; ""What great service leaders do: they use support systems to elevate important service jobs and eliminate the worst ones"" ""7 Services Marketing: Foster Customer Ownership""""What great service leaders know: satisfying customers is not enough""; ""What great service leaders do: they take steps to develop a core of customers who are owners""; ""8 Leading for the Future of Services""; ""What great service leaders know: their current beliefs about the future of services are wrong""; ""What great service leaders do: they build agile service organizations that learn, innovate, and adapt""; ""Epilogue: One Last Story""; ""Appendix: Service Trends and Take-Aways""; ""Notes""; ""Acknowledgments""; ""Index""; ""A"" ""B""""C""; ""D""; ""E""; ""F""; ""G""; ""H""; ""I""; ""J""; ""K""; ""L""; ""M""; ""N""; ""O""; ""P""; ""Q""; ""R""; ""S""; ""T""; ""U""; ""V""; ""W""; ""Y""; ""Z""; ""About the Authors"" |
| Record Nr. | UNINA-9910797325003321 |
|
Heskett James L
|
||
| Berrett-Koehler Publishers, 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
What great service leaders know and do : creating breakthroughs in service firms / / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
| What great service leaders know and do : creating breakthroughs in service firms / / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| Autore | Heskett James L |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Berrett-Koehler Publishers, 2015 |
| Descrizione fisica | 1 online resource (viii, 275 pages) : illustrations |
| Disciplina | 658.4/092 |
| Collana |
BK business book
Gale eBooks |
| Soggetto topico |
Customer services
Service industries - Management |
| ISBN | 1-62656-585-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Cover""; ""Contents""; ""Introduction""; ""1 Leading a Breakthrough Service Is Different""; ""What great service leaders know: leading a breakthrough service is different""; ""What great service leaders do: they take steps to ensure repeated memorable service encounters""; ""2 Shaping Service Strategies That Deliver Results""; ""What great service leaders know: customers buy results and values, not services or products""; ""What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them""
""3 Designing Operating Strategies That Support the Service Vision""""What great service leaders know: the best service operating strategies don�t require trade-offs""; ""What great service leaders do: they foster both/and thinking in designing winning operating strategies""; ""4 Creating and Capitalizing on Internal Quality�“A Great Place to Work�""; ""What great service leaders know: great service starts with the frontline employee""; ""What great service leaders do: they hire for attitude, train for skills""; ""5 The Nuts and Bolts of Breakthrough Service Operations"" ""What great service leaders know: effective service operating strategies have to create value for employees, customers, and investors""""What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results�the service trifecta""; ""6 Develop Winning Support Systems""; ""What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines""; ""What great service leaders do: they use support systems to elevate important service jobs and eliminate the worst ones"" ""7 Services Marketing: Foster Customer Ownership""""What great service leaders know: satisfying customers is not enough""; ""What great service leaders do: they take steps to develop a core of customers who are owners""; ""8 Leading for the Future of Services""; ""What great service leaders know: their current beliefs about the future of services are wrong""; ""What great service leaders do: they build agile service organizations that learn, innovate, and adapt""; ""Epilogue: One Last Story""; ""Appendix: Service Trends and Take-Aways""; ""Notes""; ""Acknowledgments""; ""Index""; ""A"" ""B""""C""; ""D""; ""E""; ""F""; ""G""; ""H""; ""I""; ""J""; ""K""; ""L""; ""M""; ""N""; ""O""; ""P""; ""Q""; ""R""; ""S""; ""T""; ""U""; ""V""; ""W""; ""Y""; ""Z""; ""About the Authors"" |
| Record Nr. | UNINA-9910809678503321 |
|
Heskett James L
|
||
| Berrett-Koehler Publishers, 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
