"The Trusted Advisor" by David H. Maister, Charles H. Green, and Robert M. Galford provides profound insights into trust and leadership. The book articulates how trust is not just a component of successful leadership but the very foundation upon which effective leadership is built.
"Perfect Phrases for Performance Reviews: Hundreds of Ready-to-Use Phrases That Describe Your Employees' Performance" by Douglas Max and Robert Bacal is a valuable resource designed to assist managers in conducting effective and constructive performance reviews. This book is a practical guide filled with ready-to-use phrases to help managers articulate feedback, both positive and constructive, during the performance review process.
"Getting to Yes: Negotiating Agreement Without Giving In" by Roger Fisher, William Ury, and Bruce Patton is a seminal work in the field of negotiation that presents a principled approach to negotiation, emphasising collaboration and mutual benefit. Through this book, the authors offer a comprehensive framework for negotiating agreements that meet the interests of all parties involved, without resorting to adversarial tactics or compromising principles.
In "How to Design and Deliver Great Training" by Alan Matthews, readers are presented with a comprehensive guide to crafting and delivering impactful training programs. Matthews, an experienced trainer and consultant, shares his wealth of knowledge, offering practical insights and actionable strategies for both novice and seasoned trainers alike.
Surrounded by Idiots by Thomas Erikson is a book about understanding different communication and behavioural styles, and how to communicate effectively with people who have different styles than your own. Erikson presents his ideas using the DISC model, which categorizes people into four different communication styles: Dominant, Influencing, Steady, and Conscientious.
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization is a book written by Leonardo Inghilleri and Micah Solomon, two customer service experts with decades of experience working with leading service organisations. In the book, Inghilleri and Solomon provide a step-by-step guide to creating a world-class customer service organisation, based on their extensive research and real-world experience.