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Full Description
Get immediate answers to your toughest workplace questions!
In our information-flooded workplace, smart managers, supervisors, administrators, and executives need to get the right answers to their questions--in a hurry! The Smart Manager's F.A.Q. Guide is a handy reference that draws on a wealth of information from workshops, training sessions, and consulting interventions that have a proven track record.
You'll get practical solutions to your toughest workplace questions such as:
* How can I guarantee customer satisfaction?
* What questions should I ask in an interview?
* How do I deal with an angry employee?
* What can I do to overcome resistance to change?
* How can I get people to listen to me?
* What are the best ways to praise or reprimand employees?
* How can I produce an effective presentation?
The Smart Manager's F.A.Q. Guide is specially designed to save you time and money. Don't wait for instructor-led training to answer your questions-just turn to this comprehensive, easy-to-follow guide. More than mere questions and answers, this book offers you concrete models that can be used in almost any management situation.
"An excellent reference tool with a 'how to' approach to dealing with day-to-day management issues."
--Rudolf Beilfuss, chief executive, Polaris International, an International Association of Accounting Firms
Contents
Introduction
Anger Management
How Can I Deal with an Angry Employee?
Change
What Is Change Leadership?
What Is the Process of Change and Who Should Be Involved?
How Can I Handle Resistance to Change?
Cognitive Processes
How Can I Counteract Negativity?
How Can I Avoid Procrastination?
What Can I Learn from a Failed Effort?
Communication
What Different Techniques Can Be Used in Conversation?
How Can I Persuade People to Listen to Me?
How Can I Better Prepare for Phone Calls?
How Can I Write More Effective E-Mails?
How Can I Use Different Styles to Communicate Effectively?
How Can I Best Respond to Questions?
How Can I Influence Others to Adopt My Ideas?
Consultants
How Can I Best Utilize Consultants?
Customers
What Are the Keys to Working with Customers?
How Can I Use a Customer Profile to Serve Customers in Better Ways?
How Can I Ensure That My Customers Are Satisfied?
Interviewing
What Kinds of Questions Should I Ask When Conducting an Interview?
How Can I Prepare to Be Interviewed?
Leadership
What Are the Qualities of an Effective Leader?
Meetings
How Can I Make My Meetings More Effective?
When Facilitating a Meeting, How Can I Deal with Problems?
How Can I Handle Hostile or Disruptive Groups?
Mentoring
How Can I Be a Successful Mentor?
What Are the Phases of the Mentoring Process?
How Can I Use a Mentee Development Plan?
Motivation
How Can I Motivate Myself?
How Can I Motivate My Direct Reports?
Performance Appraisal
What Is the Appropriate Way to Praise or Reprimand an Employee?
How Can I Conduct an Effective Performance Appraisal?
Presentation Skills
How Can I Design an Effective Presentation?
How Can I Create Effective Visuals?
Problem Solving
What Method Can I Use to Define Problems?
How Can I Work Through a Problem?
What Methods Can I Use to Generate Solutions for Problems?
Résumé Writing
How Can I Create an Effective Résumé?
Retention and Termination
How Can I Retain Employees?
How Should I Handle Termination of an Employee?
Selling
How Can I Improve My Sales Techniques?
Sexual Harassment
What Should I Know About Sexual Harassment?
Stress Management
How Can I Manage Stress?
Supervisory Skills
What Skills and Knowledge Do I Require As a Supervisor?
Teams
How Can I Build Strong Teams?
What Can I Do to Help My Team Communicate Better?
Time Management
How Can I Evaluate How I Spend My Time?
Additional Resources
About the Author
