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“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” -Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA)
Every organization aspires to be customer-centric, but the current approach is shallow and transactional: organizations ask customers what they want and then try to give it to them. But often customers can't articulate precisely what they want. To really stay ahead of the competition, organizations have to have such a deep relationship with their customers that they can surprise them and create innovations that match their hopes and aspirations, not just their needs and expectations.
This book lays out a strategy for getting customers fully integrated into the creation process. Bell offers five secrets for what he calls Co-creative Partnerships: Curiosity-develop a deep connection with customers that bonds, affirms, and supports; Grounding-find the juncture between the customer's needs and hopes and the organization's mission and values; Discovery-turn tryouts into bold, risk-taking learning adventures; Trust-honor candor, respect clear work agreements, and plan for the inevitable hiccups; and Passion-offer signs of admiration and actions of caring that help keep the alliance fresh and spirited.
Every organization aspires to be customer-centric, but the current approach is shallow and transactional: organizations ask customers what they want and then try to give it to them. But often customers can't articulate precisely what they want. To really stay ahead of the competition, organizations have to have such a deep relationship with their customers that they can surprise them and create innovations that match their hopes and aspirations, not just their needs and expectations.
This book lays out a strategy for getting customers fully integrated into the creation process. Bell offers five secrets for what he calls Co-creative Partnerships: Curiosity-develop a deep connection with customers that bonds, affirms, and supports; Grounding-find the juncture between the customer's needs and hopes and the organization's mission and values; Discovery-turn tryouts into bold, risk-taking learning adventures; Trust-honor candor, respect clear work agreements, and plan for the inevitable hiccups; and Passion-offer signs of admiration and actions of caring that help keep the alliance fresh and spirited.
Joan Hangarter bought a disability policy in 1990 to protect her should she ever become seriously ill. She dutifully paid her annual premiums for nearly a decade. But when she became disabled, she and her children found themselves homeless and bankrupt when her insurer--UnumProvident--stopped paying her benefits. With the help of attorneys Ray Bourhis and Alice Wolfson, Hangarter won a landmark $7.7 million jury verdict against Unum.
Through the compelling stories of ordinary people who have been driven to bankruptcy--or worse--when tragedy struck, Bourhis shows how the insurance industry runs roughshod over the very people it is paid to protect. He shows how the industry has become so insulated from accountability that neither lawsuits, punitive damage awards, federal court injunctions, newspaper headlines, nor television exposure can derail their determined efforts to turn a profit at any cost.
Bourhis, a national champion of policyholder rights, walks readers through both Joan Hangarter's heart-wrenching case and the stories of Susan McGregor, Stuart Gluck, John Tedesco, Laurie Hindiyeh, Eugene Molfino, Julie Guyton, Michael Baldwin, Margaret Santana, and numerous other claimants--real people with heart disease, AIDS, spinal injuries, brain damage, Parkinson's disease, and other disabilities whose benefits were cut off just when they needed them most. Bourhis shows how the world's largest disability carrier, UnumProvident, has relied on a host of shady practices--from surveillance to one-sided medical evaluations to policy re-interpretations-to target and terminate benefit payments.
Through these cautionary tales, he shines a spotlight on widespread bad faith double-dealing by insurance providers and details the key regulatory failures that enable these practices to continue unchecked.
Through the compelling stories of ordinary people who have been driven to bankruptcy--or worse--when tragedy struck, Bourhis shows how the insurance industry runs roughshod over the very people it is paid to protect. He shows how the industry has become so insulated from accountability that neither lawsuits, punitive damage awards, federal court injunctions, newspaper headlines, nor television exposure can derail their determined efforts to turn a profit at any cost.
Bourhis, a national champion of policyholder rights, walks readers through both Joan Hangarter's heart-wrenching case and the stories of Susan McGregor, Stuart Gluck, John Tedesco, Laurie Hindiyeh, Eugene Molfino, Julie Guyton, Michael Baldwin, Margaret Santana, and numerous other claimants--real people with heart disease, AIDS, spinal injuries, brain damage, Parkinson's disease, and other disabilities whose benefits were cut off just when they needed them most. Bourhis shows how the world's largest disability carrier, UnumProvident, has relied on a host of shady practices--from surveillance to one-sided medical evaluations to policy re-interpretations-to target and terminate benefit payments.
Through these cautionary tales, he shines a spotlight on widespread bad faith double-dealing by insurance providers and details the key regulatory failures that enable these practices to continue unchecked.
Ursula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price perUrsula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price per
The Practical, Precise, and Proven Approach to Integrated Cost and Schedule Control!
This trusted project management resource, now in its second edition, includes expanded coverage of how integrated cost and schedule control works within the federal government. With the renewed emphasis on transparency in government, the processes detailed in this book are particularly relevant.
Building on the solid foundation of the first edition, this updated second edition includes new material on:
• Project planning in the federal government
• Integrated baseline reviews
• Federal requirements for an ANSI/EIA-748 compliant earned value management system
• Federal requirements for performance reports
Integrated Cost and Schedule Control in Project Management, Second Edition, continues to offer a practical approach that is accessible to project managers at all levels. The step-by-step presentation, numerous case studies, and instructive examples give practitioners relevant material they can put to use immediately.
This trusted project management resource, now in its second edition, includes expanded coverage of how integrated cost and schedule control works within the federal government. With the renewed emphasis on transparency in government, the processes detailed in this book are particularly relevant.
Building on the solid foundation of the first edition, this updated second edition includes new material on:
• Project planning in the federal government
• Integrated baseline reviews
• Federal requirements for an ANSI/EIA-748 compliant earned value management system
• Federal requirements for performance reports
Integrated Cost and Schedule Control in Project Management, Second Edition, continues to offer a practical approach that is accessible to project managers at all levels. The step-by-step presentation, numerous case studies, and instructive examples give practitioners relevant material they can put to use immediately.
Ursula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price perUrsula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price per
The Practical, Precise, and Proven Approach to Integrated Cost and Schedule Control!
This trusted project management resource, now in its second edition, includes expanded coverage of how integrated cost and schedule control works within the federal government. With the renewed emphasis on transparency in government, the processes detailed in this book are particularly relevant.
Building on the solid foundation of the first edition, this updated second edition includes new material on:
• Project planning in the federal government
• Integrated baseline reviews
• Federal requirements for an ANSI/EIA-748 compliant earned value management system
• Federal requirements for performance reports
Integrated Cost and Schedule Control in Project Management, Second Edition, continues to offer a practical approach that is accessible to project managers at all levels. The step-by-step presentation, numerous case studies, and instructive examples give practitioners relevant material they can put to use immediately.
This trusted project management resource, now in its second edition, includes expanded coverage of how integrated cost and schedule control works within the federal government. With the renewed emphasis on transparency in government, the processes detailed in this book are particularly relevant.
Building on the solid foundation of the first edition, this updated second edition includes new material on:
• Project planning in the federal government
• Integrated baseline reviews
• Federal requirements for an ANSI/EIA-748 compliant earned value management system
• Federal requirements for performance reports
Integrated Cost and Schedule Control in Project Management, Second Edition, continues to offer a practical approach that is accessible to project managers at all levels. The step-by-step presentation, numerous case studies, and instructive examples give practitioners relevant material they can put to use immediately.
Ursula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price perUrsula Kuehn PMP
Integrated Cost and Schedule Control in Project Management
4995
$49.95
Unit price per
Master the balance between working on your career and working in it. Intelligence Isn't Enough helps Black professionals make strategic decisions and learn the unspoken rules for success.
Recounting the frustration she felt as a young Black woman beginning her career, Carice Anderson knows that many Black professionals are relying on their education and intellect alone to be successful in the workplace. In this book, she empowers young Black professionals by equipping them with advice and little-known principles of career success from her experiences and interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the three major corporate muscle groups:
Knowing yourself- understanding your story and investigating your mindset
Knowing others-building and sustaining important relationships in the workplace
Knowing your environment-analyzing your organization's culture
Anderson will teach you how to integrate the knowledge of these three groups to craft an authentic personal brand and communication style that will help you maximize your impact.
Using personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe, Black professionals will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
Recounting the frustration she felt as a young Black woman beginning her career, Carice Anderson knows that many Black professionals are relying on their education and intellect alone to be successful in the workplace. In this book, she empowers young Black professionals by equipping them with advice and little-known principles of career success from her experiences and interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the three major corporate muscle groups:
Knowing yourself- understanding your story and investigating your mindset
Knowing others-building and sustaining important relationships in the workplace
Knowing your environment-analyzing your organization's culture
Anderson will teach you how to integrate the knowledge of these three groups to craft an authentic personal brand and communication style that will help you maximize your impact.
Using personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe, Black professionals will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
Master the balance between working on your career and working in it. Intelligence Isn't Enough helps Black professionals make strategic decisions and learn the unspoken rules for success.
Recounting the frustration she felt as a young Black woman beginning her career, Carice Anderson knows that many Black professionals are relying on their education and intellect alone to be successful in the workplace. In this book, she empowers young Black professionals by equipping them with advice and little-known principles of career success from her experiences and interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the three major corporate muscle groups:
Knowing yourself- understanding your story and investigating your mindset
Knowing others-building and sustaining important relationships in the workplace
Knowing your environment-analyzing your organization's culture
Anderson will teach you how to integrate the knowledge of these three groups to craft an authentic personal brand and communication style that will help you maximize your impact.
Using personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe, Black professionals will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
Recounting the frustration she felt as a young Black woman beginning her career, Carice Anderson knows that many Black professionals are relying on their education and intellect alone to be successful in the workplace. In this book, she empowers young Black professionals by equipping them with advice and little-known principles of career success from her experiences and interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the three major corporate muscle groups:
Knowing yourself- understanding your story and investigating your mindset
Knowing others-building and sustaining important relationships in the workplace
Knowing your environment-analyzing your organization's culture
Anderson will teach you how to integrate the knowledge of these three groups to craft an authentic personal brand and communication style that will help you maximize your impact.
Using personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe, Black professionals will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
Master the balance between working on your career and working in it. Intelligence Isn't Enough helps Black professionals make strategic decisions and learn the unspoken rules for success.
Recounting the despair she felt as a frustrated young Black professional, Carice Anderson knows that many Black professionals are relying on their education alone to break into the workplace. In this book, she empowers young Black professionals everywhere with the right knowledge by exposing them to advice and little-known principles of career success from her interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the six “major corporate muscles”:
● IQ
● Mental attitude
● People matters
● Cultural intelligence
● Personal branding
● Communication
This book includes personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe. Readers will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
Recounting the despair she felt as a frustrated young Black professional, Carice Anderson knows that many Black professionals are relying on their education alone to break into the workplace. In this book, she empowers young Black professionals everywhere with the right knowledge by exposing them to advice and little-known principles of career success from her interviews with thirty successful Black leaders.
Intelligence Isn't Enough is divided into six chapters that guide readers through what Anderson calls the six “major corporate muscles”:
● IQ
● Mental attitude
● People matters
● Cultural intelligence
● Personal branding
● Communication
This book includes personal stories, quotes, lessons learned, and advice from both the author and Black leaders who have worked in some of the finest institutions across North America, Africa, and Europe. Readers will learn tips and tools to strategically chart their career paths and advance in the workplace for lifelong success.
When It's Smart to Say No
Nearly every week we read about a tragedy or scandal that could have been prevented if individuals had said no to ill-advised or illegitimate orders. In this timely book, Ira Chaleff explores when and how to disobey inappropriate orders, reduce unacceptable risk, and find better ways to achieve legitimate goals.
The inspiration for the book, and its title, comes from the concept of intelligent disobedience used in guide dog training. Guide dogs must recognize and resist a command that would put their human and themselves at risk and identify safer options for achieving the goal. This is precisely what Chaleff helps humans do. Using both deeply disturbing and uplifting examples, as well as critical but largely forgotten research, he shows how to create a culture where, rather than “just following orders,” people hold themselves accountable to do the right thing, always.
Nearly every week we read about a tragedy or scandal that could have been prevented if individuals had said no to ill-advised or illegitimate orders. In this timely book, Ira Chaleff explores when and how to disobey inappropriate orders, reduce unacceptable risk, and find better ways to achieve legitimate goals.
The inspiration for the book, and its title, comes from the concept of intelligent disobedience used in guide dog training. Guide dogs must recognize and resist a command that would put their human and themselves at risk and identify safer options for achieving the goal. This is precisely what Chaleff helps humans do. Using both deeply disturbing and uplifting examples, as well as critical but largely forgotten research, he shows how to create a culture where, rather than “just following orders,” people hold themselves accountable to do the right thing, always.
When It's Smart to Say No
Nearly every week we read about a tragedy or scandal that could have been prevented if individuals had said no to ill-advised or illegitimate orders. In this timely book, Ira Chaleff explores when and how to disobey inappropriate orders, reduce unacceptable risk, and find better ways to achieve legitimate goals.
The inspiration for the book, and its title, comes from the concept of intelligent disobedience used in guide dog training. Guide dogs must recognize and resist a command that would put their human and themselves at risk and identify safer options for achieving the goal. This is precisely what Chaleff helps humans do. Using both deeply disturbing and uplifting examples, as well as critical but largely forgotten research, he shows how to create a culture where, rather than “just following orders,” people hold themselves accountable to do the right thing, always.
Nearly every week we read about a tragedy or scandal that could have been prevented if individuals had said no to ill-advised or illegitimate orders. In this timely book, Ira Chaleff explores when and how to disobey inappropriate orders, reduce unacceptable risk, and find better ways to achieve legitimate goals.
The inspiration for the book, and its title, comes from the concept of intelligent disobedience used in guide dog training. Guide dogs must recognize and resist a command that would put their human and themselves at risk and identify safer options for achieving the goal. This is precisely what Chaleff helps humans do. Using both deeply disturbing and uplifting examples, as well as critical but largely forgotten research, he shows how to create a culture where, rather than “just following orders,” people hold themselves accountable to do the right thing, always.
They say the rules are made to be broken. But which rules? When should you break them? And how do you do it? Ira Chaleff explores when following orders does more harm than good and what to do about it.
Abu Ghraib prison. Enron. Abuse in the Catholic Church. NSA surveillance of blameless citizens. Needless deaths at Veterans Administration hospitals. These scandals could have been prevented if, early on, people had said no to their higher-ups. And why didn't they? Because, says Ira Chaleff, they didn't know how. It's much harder than it might seem. In this very timely new book, the author of the classic The Courageous Follower goes deeply into when and how to disobey orders and disagree with decisions in an intelligent, helpful, and ethical way.
Chaleff took his inspiration, and the book's title, from a concept used in guide dog training. Guide dogs must be able to recognize a command that would put the human and themselves at risk of serious harm, learn how to effectively resist the command, and identify alternate safer options for achieving a legitimate goal. This is precisely what Chaleff helps human beings do. He delves into the psychological dynamics of obedience, drawing in particular on Stanley Milgram's seminal Yale experiments where volunteers were induced to administer shocks to innocent people. Using dozens of vivid examples involving major historical events and everyday situations, he offers advice on judging whether a situation calls for intelligent disobedience, how to most effectively express opposition, and how we can create a culture where, rather than “just following orders,” citizens are encouraged to think about whether or not those orders actually make sense.
Abu Ghraib prison. Enron. Abuse in the Catholic Church. NSA surveillance of blameless citizens. Needless deaths at Veterans Administration hospitals. These scandals could have been prevented if, early on, people had said no to their higher-ups. And why didn't they? Because, says Ira Chaleff, they didn't know how. It's much harder than it might seem. In this very timely new book, the author of the classic The Courageous Follower goes deeply into when and how to disobey orders and disagree with decisions in an intelligent, helpful, and ethical way.
Chaleff took his inspiration, and the book's title, from a concept used in guide dog training. Guide dogs must be able to recognize a command that would put the human and themselves at risk of serious harm, learn how to effectively resist the command, and identify alternate safer options for achieving a legitimate goal. This is precisely what Chaleff helps human beings do. He delves into the psychological dynamics of obedience, drawing in particular on Stanley Milgram's seminal Yale experiments where volunteers were induced to administer shocks to innocent people. Using dozens of vivid examples involving major historical events and everyday situations, he offers advice on judging whether a situation calls for intelligent disobedience, how to most effectively express opposition, and how we can create a culture where, rather than “just following orders,” citizens are encouraged to think about whether or not those orders actually make sense.
Ginger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price perGinger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price per
Improve Your Interpersonal Skills to Achieve Greater Management Success!
Any formula for management success must include a high level of interpersonal skills. The growing complexity of organizational portfolios, programs, and projects, as well as the increasing number and geographic dispersion of stakeholders and employees, makes a manager's interpersonal skills critical. The frequency and variety of interpersonal interactions and the pressure to perform multiple leadership roles successfully while ensuring customer satisfaction have never been greater.Interpersonal Skills for Portfolio, Program, and Project Managers offers practical and proven tools and methods you can use to develop your interpersonal skills and meet the challenges of today's competitive professional environment.
Develop the interpersonal skills you need to:
• Build effective, high-performing teams
• Work efficiently with virtual teams
• Develop approaches to build and maintain relationships with stakeholders at all levels
• Handle stress and deal with unexpected critical incidents
• Motivate your team
Whatever your level of experience, you will find these practical and proven methods to be the best formula for improving your interpersonal skills-and enhancing your management success.
The chapters include discussion questions, making this a perfect text for use in academic or workshop settings.
Any formula for management success must include a high level of interpersonal skills. The growing complexity of organizational portfolios, programs, and projects, as well as the increasing number and geographic dispersion of stakeholders and employees, makes a manager's interpersonal skills critical. The frequency and variety of interpersonal interactions and the pressure to perform multiple leadership roles successfully while ensuring customer satisfaction have never been greater.Interpersonal Skills for Portfolio, Program, and Project Managers offers practical and proven tools and methods you can use to develop your interpersonal skills and meet the challenges of today's competitive professional environment.
Develop the interpersonal skills you need to:
• Build effective, high-performing teams
• Work efficiently with virtual teams
• Develop approaches to build and maintain relationships with stakeholders at all levels
• Handle stress and deal with unexpected critical incidents
• Motivate your team
Whatever your level of experience, you will find these practical and proven methods to be the best formula for improving your interpersonal skills-and enhancing your management success.
The chapters include discussion questions, making this a perfect text for use in academic or workshop settings.
Ginger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price perGinger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price per
Improve Your Interpersonal Skills to Achieve Greater Management Success!
Any formula for management success must include a high level of interpersonal skills. The growing complexity of organizational portfolios, programs, and projects, as well as the increasing number and geographic dispersion of stakeholders and employees, makes a manager's interpersonal skills critical. The frequency and variety of interpersonal interactions and the pressure to perform multiple leadership roles successfully while ensuring customer satisfaction have never been greater.Interpersonal Skills for Portfolio, Program, and Project Managers offers practical and proven tools and methods you can use to develop your interpersonal skills and meet the challenges of today's competitive professional environment.
Develop the interpersonal skills you need to:
• Build effective, high-performing teams
• Work efficiently with virtual teams
• Develop approaches to build and maintain relationships with stakeholders at all levels
• Handle stress and deal with unexpected critical incidents
• Motivate your team
Whatever your level of experience, you will find these practical and proven methods to be the best formula for improving your interpersonal skills-and enhancing your management success.
The chapters include discussion questions, making this a perfect text for use in academic or workshop settings.
Any formula for management success must include a high level of interpersonal skills. The growing complexity of organizational portfolios, programs, and projects, as well as the increasing number and geographic dispersion of stakeholders and employees, makes a manager's interpersonal skills critical. The frequency and variety of interpersonal interactions and the pressure to perform multiple leadership roles successfully while ensuring customer satisfaction have never been greater.Interpersonal Skills for Portfolio, Program, and Project Managers offers practical and proven tools and methods you can use to develop your interpersonal skills and meet the challenges of today's competitive professional environment.
Develop the interpersonal skills you need to:
• Build effective, high-performing teams
• Work efficiently with virtual teams
• Develop approaches to build and maintain relationships with stakeholders at all levels
• Handle stress and deal with unexpected critical incidents
• Motivate your team
Whatever your level of experience, you will find these practical and proven methods to be the best formula for improving your interpersonal skills-and enhancing your management success.
The chapters include discussion questions, making this a perfect text for use in academic or workshop settings.
Ginger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price perGinger Levin DPA
Interpersonal Skills for Portfolio, Program, and Project Managers
5599
$55.99
Unit price per
In today's organizations engagement is vital—more is being required of workers than ever. In this new edition of his classic book, Kenneth Thomas draws on the latest research findings to identify the key to employee engagement: intrinsic motivation. Only intrinsic rewards—rewards that come directly from the work itself—encourage the profound commitment and sense of ownership needed for a truly engaged and innovative workforce. Thomas identifies four intrinsic rewards, explains exactly how and why they build engagement and provides a diagnostic framework to evaluate which need boosting and how to boost them. The second edition has been revised and updated throughout, with an expanded section on how leaders can identify their own intrinsic rewards and new tools, tips and practices for encouraging intrinsic motivation in others.
What motivates people to do their best work in any endeavor they undertake? Management theory and practice has traditionally focused on elements that Kenneth Thomas calls 'extrinsic motivators': pay, benefits, status, bonuses, commissions, pension plans, expense budgets, and the like. While these are powerful motivators, particularly in command/control job situations where workers have little or no say in how the job is managed, by themselves they are no longer enough. In today's organizations, where managers expect workers and teams to self-manage their work, intrinsic rewards are essential.
This breakthrough book provides the first comprehensive treatment of intrinsic motivation in the workplace-the psychological rewards workers get directly from the work itself-offering clear advice on how companies can harness its tremendous power to develop a more committed, self-managing workforce. Written in an engaging, accessible style and grounded in solid academic research, the book provides a diagnostic framework for addressing problems of intrinsic motivation and essential ways to build it.
Consultant and scholar Ken Thomas' thoroughly revised and updated guide to understanding what really motivates employees, providing a clear diagnostic framework for managers and detailing essential ways to enhance worker engagement. The first edition has sold over 15,000 copies.