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.
Thriving as a Remote Customer Service Representative by Ash Layna is a comprehensive guide that equips individuals with the necessary skills and strategies to excel in the field of remote customer service. With the rise of remote work opportunities, the book serves as a valuable resource for those seeking to adapt to the evolving nature of customer service roles in the digital age.
Leadership: The Power of Emotional Intelligence by Daniel Goleman explores the crucial connection between emotional intelligence (EI) and effective leadership. Drawing on extensive research and case studies, Goleman reveals how emotional intelligence skills can elevate leaders to new levels of success. This book explores the transformative impact of emotional intelligence on leadership.
"The Ultimate Guide to Remote Work: How to Grow, Manage, and Work with Remote Teams" is a comprehensive guide to remote work, offering insights and practical advice for both remote workers and managers. The book is written by Zapier, a company that provides automation tools for remote teams, and draws on their own experiences as well as extensive research and case studies.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow and Claus Moller is an insightful book that challenges the traditional view of customer complaints and presents a new perspective on how organisations can leverage complaints to build customer loyalty. The authors argue that complaints should be seen as valuable feedback and opportunities for improvement rather than as negative incidents to be avoided or ignored.
Douglas E. Noll’s book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less provides a step-by-step guide to managing conflict and defusing anger in tense situations. The book is grounded in neuroscience and communication techniques that help readers turn hostility into calm, productive conversations. Noll argues that traditional conflict resolution methods often fail because they do not address the underlying emotional needs of an angry person. Instead, he introduces a counterintuitive but highly effective method: affective labelling, or the practice of acknowledging and verbalising the emotions of the upset individual.