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  • Image of Mastering Leadership
    Image of Mastering Leadership

    An Integrated Framework for Breakthrough Performance and Extraordinary Business Results

    by Robert J. Anderson, William A. Adams

    Robert Anderson and William Adams present a comprehensive roadmap for optimal leadership development - individual and collective - that can create competitive advantage. They explore five stages in the evolution of leadership along with organizational structures and cultures that develop at each of these stages as well as six key practices for effective leadership development.

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  • Image of Driven by Difference
    Image of Driven by Difference

    How Great Companies Fuel Innovation Through Diversity

    by David Livermore

    David Livermore identifies management practices that can be used to guide multicultural teams to innovation, including how to create an optimal environment, build trust, fuse differing perspectives, align goals and expectations, generate fresh ideas, consider various audiences when selecting and selling an idea, and design and test different users.

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  • Image of Everything Connects
    Image of Everything Connects

    How to Transform and Lead in the Age of Creativity, Innovation and Sustainability

    by Faisal Hoque, Drake Baer

    Faisal Hoque and Drake Baer suggest that by examining the connections between our individual, interpersonal and organizational working lives, we can learn new ways to create, innovate, adapt, and lead.

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  • Image of The Team-Building Tool Kit
    Image of The Team-Building Tool Kit

    Tips and Tactics for Effective Workplace Teams

    by Deborah Mackin

    The Team-Building Tool Kit provides practical advice to guide team coaches, leaders, and members to high-performance results. Filled with bullet points to make tips and strategies quick and easy to grasp, The Team-Building Tool Kit covers both the structure and nitty-gritty process details that so often derail even the best teams.

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  • Image of The Horizontal Organization
    Image of The Horizontal Organization

    What the Organization of the Future Actually Looks Like and How It Delivers Value to Customers

    by Frank Ostroff

    Corporations in increasing numbers are switching from the traditional bureaucratic "vertical" structure of organization to a horizontal organization. And what's that? It rejects the separation of people and work into functional departments, such as marketing and customer service. Instead, it groups people and works around a few organization-wide, cross-functional core processes. All those processes lead to one end objective, creating and delivering something of value to the customer. By using de

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  • Image of Best Practices in Customer Service
    Image of Best Practices in Customer Service

    by Ron Zemke, John Woods

    Zemke and Woods lay it on the line: The primary goal of business is to satisfy the needs and expectations of customers. Profit, then, is a measure of how well you have achieved that goal. Then they plunge into letting experts tell you how to do this. Subjects covered in helpful detail include training employees, better satisfying customers by looking at your business from their viewpoint, and handling dissatisfied customers. (First step on that last one: Listen fully and without interrupting.) E

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  • Image of Customers.com
    Image of Customers.com

    How to Create a Profitable Business Strategy for the Internet and Beyond

    by Ronni Marshak, Patricia B. Seybold

    If your Web site isn't producing as much business as you expected, read this book. It will head you toward profits. Start by making certain you know your end customers, who they are and what they want. Create a site that allows them to shop, order, purchase, and track delivery -- and not have to strain in the process. Capture information on them so you can anticipate their needs. And that's just the beginning of the help this book will give you.

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