There are hundreds of tactics, described in dozens of motivation books, to produce a short-term boost in employee morale. But none of them last. If you want truly motivated employees for the long term— leading to higher customer satisfaction and loyalty— you must give employees a motive to want to do well on their own.This unique two-pronged approach provides techniques for introducing powerful movtivators to energize workers and outlines a process for eliminating the most common and pervasive de-motivators. 作者简介： Paul Levesque has two decades’ experience as an international business consultant specializing in customer service. He is the author of Customer Service Made Easy (1-932531-912 EP, 2006).

THE TIPPING POINT is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire. Just as a single sick person can start an epidemic of the flu, so too can a small but precisely targeted push cause a fashion trend, the popularity of a new product, or a drop in the crime rate. This bestselling book, in which Malcolm Gladwell brilliantly illuminates the tipping point phenomenon, is already changing the way people throughout the world think about selling products and disseminating ideas.

Book De*ion In this fascinating book, Diamond seeks to understand the fates of past societies that collapsed for ecological reasons, combining the most important policy debate of this generation with the romance and mystery of lost worlds.

Christensen (The Innovator's Dilemma) analyzes the strategies that allow corporations to successfully grow new businesses and outpace the other players in the marketplace. Christensen's earlier book examined how focusing on profits can destroy even well-run corporations, while this book focuses on companies expanding by being "disruptors" who are able to outpace their entrenched competition. The authors (Christensen is a professor at Harvard Business School and Raynor, a director at Deloitte Research) examine the nine business decisions integral to growth, including product development, organizational structure, financing and key customer base. They cite such companies as IBM, AT&T, Sony, Microsoft and others to illustrate their points. Generally, the writing is clear and specific. For example, in discussing whether a company has the resources necessary for growth, the authors say, "In order to be confident that managers have developed the skills required to succeed at a new assignment, one should examine the

Peter Hoflich has written a book which gives a truly informative perspective of banking in Asia. Not only has he profi led a wide range of CEOs of varying background, nationality and ambition, but he has also given valuable insights into the banking infrastructure itself in many countries. Whether it is the astonishing growth story of HDFC under Aditya Puri, the bureaucrat turned banker focus of Guo Shuqing of CCB, the regulatory pressures under which Syed Ali Raza works at National Bank of Pakistan, the new frontier potential of internet-only banks such as Matsuo Taiichi's eBank and Ishii Shigeru's Sony Bank and more--there is something here for every observer of Asian banking. Group General Manager & Head of Global Transaction Banking, HSBC If you want to get a good insight into the strategies and thinking that drive bankers in Asia, this is the book for you. It is not very often that you get a chance to know the personal philosophies of bank executives, but also something about their back

Why do some managers shine during a high-level crisis while others stumble? Those who have an action plan in place are the ones who can react quickly, manage rumors, and respond to victims and stakeholders sincerely and adequately while keeping their organization afloat. Leading crisis management expert Laurence Barton has spent more than two decades consulting with top companies on how to anticipate and respond to workplace threats and tragedies. In Crisis Leadership Now he offers concrete solutions for managing disruptive events-from industrial accidents and acts of violence to embezzlement, product recalls, and terrorism. Barton takes you through his journey of advising senior executives on crisis events and examines: The characteristics that define a true crisis Proven strategies to help you understand and respond to early warning signals Ways to mitigate threatening situations How to effectively communicate your decisions in a timely manner to employees, shareholders, cus

This book constitutes the thoroughly refereed post-proceedings of the 5th International Workshop on Agent-Mediated Electronic Commerce, AMEC 2003, held in Melbourne, Australia in July 2003 as part of AAMAS 2003. The 9 revised full papers presented were carefully selected from 22 submissions during two rounds of reviewing and revision. The papers are organized in topical sections on automated negotiation, systems and mechanism design, and multi-agent markets.

Learn the basics of practical accounting easily and painlessly with Accounting For Dummies, 4th Edition, which features new information on accounting methods and standards to keep you up to date. With this guide, you can avoid accounting fraud, minimize confusion, maximize profits, and make sense of accounting basics with this plain-English guide to your accountant's language. Understand how to manage inventory, report income and expenses for public or private companies, evaluate profit margins, analyze business strengths and weaknesses, and manage budgets for a better bottom line.

In this revolutionary bestseller, Harvard professor Clayton M. Christensen says outstanding companies can do everything right and still lose their market leadership -- or worse, disappear completely. And he not only proves what he says, he tells others how to avoid a similar fate. Focusing on "disruptive technology" -- the Honda Super Cub, Intel's 8088 processor, or the hydraulic excavator, for example -- Christensen shows why most companies miss "the next great wave." Whether in electronics or retailing, a successful company with established products will get pushed aside unless managers know when to abandon traditional business practices. Using the lessons of successes and failures from leading companies, The Innovator's Dilemma presents a set of rules for capitalizing on the phenomenon of disruptive innovation.

BRIAN TRACY has started，built，managed or turned around 22 businesses and consulted for more than l，000 companies worldwide．He is president of the Brian Tracy University of Sales and Entrepreneurship，a private online college for business and entrepreneurship． He is also chairman and CEO of Brian Tracy International，which specializes in the training and development of individuals and organizations．

Project Management reviews the steps in organizing and managing projects, from how to build a realistic schedule to how to measure both success and failure. Project Management discusses team building, timing, the planning process, estimating project costs, managing project interfaces, risk management, and more. 作者简介： Gary R.Heerkens,P.M.P,C.B.M.,P.E.,is president of Management Solutions Group,Inc.,a provider projict management educational solutions and organi-zational support.He is also the author of Project Management in McGraw-Hill's Briefcase Books series.

Free Lunch answers the great mystery of our time: How did ourstrong and growing economy give way to job uncertainty, debt,bankruptcy, and fear for millions of Americans? Acclaimed reporterDavid Cay Johnston reveals how government policies and spendinghave reached deep into the wallets of the many to benefit the top1% of the wealthiest. He shows exactly who has been getting free lunches from thegovernment—from $100 million to Warren Buffett, to $1.3 billion tothe owners of the Yankees and Mets. But of course there’s really nosuch thing as a free lunch. The taxpayer always picks up the bill.With his in depth reporting, vivid stories, and sharp analysis,Johnston reveals the forces that shape our everyday economiclives—and shows us how we can finally make things better.

In The Other Blended Learning, Diann Wilson and Ellen Smilanich explain how to successfully blend a variety of learning methods including mentoring, coaching, on-the-job training, and e-learning around classroom-delivered content. Though blended learning is most often associated with e-learning, this other blend shows how to maximize the classroom experience to aid learning transfer and improve performance. Written in an easy-to-use format, The Other Blended Learning offers a practical guide for understanding and implementing a successful blended learning approach in any organization no matter what its size or mission. 作者简介： Diann Wilson is the training and organization development manager for the San Diego County Regional Airport Authority. She has twenty years experience as a training and development professional and has created and presented dynamic training seminars on a variety of topics.

Hard to believe anything other than luck and maybe fate, never mind a book, can make someone fall in love with you, but oddly enough, Leil Lowndes seems to offer the advice that can do just that in How to Make Anyone Fall in Love with You. The sensation of falling in love comes from a chemical secreted by the nervous system, phenylethylamine (or PEA, as Lowndes calls it, as in "Scientists tell us only PEA-brained people fall in Love"), and the trick is to trigger the manufacture of PEA in your potential love partner, giving him or her the sensation of being in love. Lowndes offers 85 techniques for "Hunters and Huntresses" to capture their "Quarry." Much of what the book offers is common sense--the power of eye contact and compliments--but it's presented in a new way and with such detail that it seems that it can't help but work. Following some of her advice will have you treading that fine line between nice and obsequious, and at times, this book may sound offensive to some, advising the reader to play w

The tools you need for successful project management Intoday's time-crunched, cost-conscious global business environment,tight project deadlines and stringent expectations are the norm.Now with 25% new and updated content, "Project Management ForDummies, 3rd Edition" introduces you to the principles ofsuccessful project management and shows you how to motivate anyteam to gain maximum productivity. You'll learn how to organize,estimate, and schedule projects efficiently and effectively. You'llalso discover how to manage deliverables, issue changes, assessrisks, maintain communications, and live up to expectations bymaking the most of the latest technology and software and byavoiding common problems that can trip up even the best projectmanagers. The latest methods to manage resources and stay on trackand within a budget New coverage of the pros and cons of virtualteams Fresh tactics for team motivation and the hottest riskmanagement strategies Explanations of concepts tested in the PMPcertification exam with

The global financial crisis has made it painfully clear that powerful psychological forces are imperiling the wealth of nations today. From blind faith in ever-rising housing prices to plummeting confidence in capital markets, "animal spirits" are driving financial events worldwide. In this book, acclaimed economists George Akerlof and Robert Shiller challenge the economic wisdom that got us into this mess, and put forward a bold new vision that will transform economics and restore prosperity. Akerlof and Shiller reassert the necessity of an active government role in economic policymaking by recovering the idea of animal spirits, a term John Maynard Keynes used to describe the gloom and despondence that led to the Great Depression and the changing psychology that accompanied recovery. Like Keynes, Akerlof and Shiller know that managing these animal spirits requires the steady hand of government--simply allowing markets to work won't do it. In rebuilding the case for a more robust, behaviorally informed Ke

Dr.Stephen Post has been making headlines by funding studies at the nation’s top universities to prove once and for all the life-enhancing benefits of caring，kindness，and compassion。The exciting new research shows that when we give of ourselves，especially if we start young，everything from life-satisfaction to self-realization and physical health is significantly affected。Mortality is delayed。Depression is reduced。Well-being and good fortune are increased。In their life-changing new book，Why Good Things Happen to Good People，Dr.Post and journalist Jill Neimark weave the growing new science of love and giving with profoundly moving real-life stories to show exactly how giving unlocks the doors to health，happiness，and a longer life。 The astounding new research includes a fifty-year study showing that people who are giving during their high school years have better physical and mental health throughout their lives。Other studies show that older people who give live longe

A never-before published look at the many possibilities of social game development As one of the few entrepreneurs in the world with expertise building both social media and games, author Jon Radoff brings a one-of-a-kind perspective to this unique book. He shows that games are more than a profitable form of entertainment-the techniques of social games can be used to enhance the quality of online applications, social media and a wide range of other consumer and business experiences. With this book, you'll explore how social games can be put to work for any business and examine why they work at all. The first part of explains what makes games fun, while the second part reviews the process and details of game design. Looks at how games are the basis for many everyday functions and explains how techniques of social games can be used by businesses as money-making tools Drills down the process of game design while focusing on the design, analysis, and creation of games Features screen shots, diagrams and ex

In a world becoming more and more virtual, human relations skills are being lost -- along with the skill of leadership. And yet never before have these abilities been more valuable or sought after. What's needed is a new type of leader -- one who can inspire and motivate others while adhering to timeless leadership principles such as flexibility, adaptability, trustworthiness, and distribution of power. With Leadership Mastery, you will identify your strengths and adopt effective strategies to: Gain the respect and admiration of others using little-known secrets of America's most successful leaders Get family, friends, and coworkers to do what you ask because they want to, not because they have to Respond effectively in a crisis Make powerful decisions and follow through on them using Carnegie's action formula Incorporating interviews with top leaders in business, entertainment, sports, and academia, Leadership Mastery stands next to the classic How to Win Friends and Influence People.

Real You Incorporated is about empowering women entrepreneurs. The book provides insights for women on how to discover and love her personal brand, and how to bring it into the market as a real business one that is unique and different than a man's. It all starts with you. In the first section of the book, Find It Within You, readers will learn how to express their personality, passions and essence to define their internal brand. In Section Two, The Competitive Advantage, readers learn how to extend their internal message into the world to their partners, employees, and ultimately, their customers. Part branding the author is a nationally known marketing expert and part business inspiration, Real You Incorporated includes case studies of real women entrepreneurs from a variety of industries manufacturing, retail, restaurants, real estate, publishing and many more. Their stories bring the book to life, adding inspiration from role models. The book also includes a visualization tool in the form of a chart that

Leaders in business are typically criticized as control freaks. The Control Freak Revolution shows you that being a control freak is actually a good thing, and why CEOs look for leaders who can use control to increase employee and team effectiveness. But leadership is a tough job. You face a number of challenges, such as: Attracting new employees and keeping good ones. Managing different personalities and different generations. Getting tasks done quickly, accurately, and under pressure. All these challenges can be met with ease when you are able to control and influence others to perform at the highest levels possible. In this practical, no-nonsense guide, author Cheryl Cran teaches you how to be a successful "control freak" leader in seven easy steps, with exercises to help you implement the ideas in each chapter. The book will show you how to: Evaluate and improve your leadership style. Set up systems that support the results you want. Bust through the myths t

KnowLedge Management is a new Australian text that explores the concept of knowledge management from a leadership and strategic management perspective. It provides a detailed overview of the process of designing a knowledge management system and introducing a knowLedge management focus into an organisation. With the increasing recognition of knowLedge management in the business community and in business education, this text is a timely resource that offers a conceptual ramework for knowledge management on the basis that knowledge management is people-driven, not systems-driven. The text discusses the benefits of collecting, organising and sharing each worker's knowledge base. It acknowledges the need for building a knowledge culture so that the values and concepts of knowledge activities are cLearLy integrated into everyday work practices. The text is idea[ for students studying business and management,and provides a practical, realistic and attainable view of drawing from a range of perspectives an

Today, leaders are expected to be both reias uring and uthoritative, emotionally open and tough, empoweringand powerful. Success depends on understanding how great leaders face these conflicting demands: what roles they play, how they operate, how they enhance their abil- ities, and how they achieve the best results for their com- panies. Becoming an Effective Leader offers practical uidelines for mastering this challenging role. Learn to: ~ Take charge swiftly in a new role。

Six Sigma for Managers is a practical overview on how to implement Six Sigma practices in everyday business. Emphasizing straightforward explanations instead of complex charts and statistics, it shows managers how to map processes, measure smart, and follow other Six Sigma principles.