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The message isnever lost

Catalogue 20 1 3

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Welcome!We publish pocket-size books in support of workplace learning anddevelopment. Written and illustrated according to accelerated learning

principles, they are designed for fast, effective and enjoyable learning.

You can buy pocketbooks in both paperback and e-book format. Alternatively, ourdigital collection of books amounting to more than 10,000 pages of fully illustrated L&Dmaterials can be made available to your e-learning community on an annual subscription basis.

There are pocketbook titles on more than 90 subject areas. They all follow the same style ofpresentation clear, concise content with lots of visual prompts to accelerate learning and

maximise memory retention and recall. Our authors trainers and consultants are skilledcommunicators, capable of delivering powerful and memorable messages.

The clear navigation (each page has its own topic heading) enables the reader to access key

information quickly, while the vibrant presentation (diagrams, cartoons, mnemonics, acronyms, etc)holds reader interest. Pocketbooks simplify complex subjects and are firmly practical in theirapproach. This ensures that learning is transferred back to the workplace in the fastest possibletime.

I find them invaluable; good up-to-the-minute information in an easy to digest format, and just theright amount of detail, wrote one customer. A treasure for all

training professionals

Delegates donthave to scribblelots ofnotes

They dont getbogged down in

theory

End ofcourse summary

Dont leave homewithout it

Very practical Accessible learning User-friendly format

Were proud of our pocketbooks and

proud too of the really positive

feedback we get from our customers

worldwide. Illustrated below and

elsewhere in this catalogue, in words

and pictures, are a few of the many

comments we have received.

Get in the

picture withPocketbooks!

Useful reminder

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CommunicationsAssertiveness 4

Body Language 5

Communicators 6

Emotional Intelligence 9

Feedback 10Handling Resistance 11

Impact & Presence 12

Influencing 13

Interviewers 13

Meetings 17

Networking 19

NLP 19

Presentations 21

Storytelling 23

Tackling Difficult Conversations 25Telephone Skills 26

Vocal Skills 28

Working Relationships 28

Workplace Politics 28

Writing Skills 29

CreativityCreative Managers 7

Nurturing Innovation 19

Problem Solving 21

Customer CareCall Centre Customer Care 5

C.R.M. 7

Customer Service 8

Handling Complaints 11

Managing Customer Service 16

Cultural IssuesCross-cultural Business 7

Diversity 9

FinanceBalance Sheet 5

Improving Profitability 12

Managing Budgets 15Managing Cashflow 15

General ManagementBusiness Planning 5

Competencies 7

Decision-making 8

Delegation 8

Improving Efficiency 12

Leadership 14

Management Models 14Managers 15

Managing Change 16

Managing Upwards 17

Project Management 21

Starting In Management 23

Strategy 24

Sustainability 24

Time Management 26

Human Resources360 Degree Feedback 4

Absence Management 4

Appraisals 4

Employment Law 9

Flexible Workplace 11

Induction 12

Managing Assessment Centres 15

Managing Recruitment 16

Psychometric Testing 22

Reward 22

Managing PeopleCoaching 6

Cognitive Behavioural Coaching 6

Developing People 8Discipline & Grievance 9

Empowerment 10

Mentoring 18

Motivation 18

People Managers 20

Performance Management 20

Problem Behaviour 21

Resolving Conflict 22

Talent Management 25

Teambuilding Activities25

Teamworking 25

Virtual Teams 28

Sales & MarketingInternational Trade 13

Key Account Managers 14

Marketing 17

Negotiators 18

Sales Excellence 22

Salespersons 23

Telesales 26

Self-developmentCareer Transition 6

Energy & Well-being 10

Learners 14

Managing Your Appraisal 17

Memory 18

Personal Success 20

Positive Mental Attitude 20Self-managed Development 23

Stress 24

Succeeding at Interviews 24

Thinkers 26

TrainingFacilitators 10

Icebreakers 11

I.T. Trainers 13

Managing Difficult Participants 16Openers & Closers 19

Trainers 27

Trainers Blue Pocketfile of

Ready-to-use Activities 29

Trainers Green Pocketfile of


Trainers Red Pocketfile of


Training Evaluation 27

Training Needs Analysis 27

Transfer of Learning 27

3

Titles

All pocketbooks are available in e-format. For details of ourcorporate e-licences and other e-products, please go to page 31.

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New

Management Pocketbooks Freephone: 0800 028 6217 (UK only) 5

BUSINESS PLANNING

Pocketbook2nd Edition

A pocketful of tips,

tools and techniques for

all those who need to

understand the components

of a business plan

Neil Russell-Jones

Author : Neil Russell-JonesISBN : 978 1 906610 13 5

Pages : 128Price : 8.99 (Paperback or e-Book)

The Business Planning Pocketbookexplains what issues to address, how towrite a business plan, what questions toask, how much detail to include andthe time-frame to adopt. In the chapteron planning theory the author identifieseight different planning styles, followedin the next chapter with a descriptionof the seven stages of the planningprocess.

In his summary the author says: A planis a statement of what you intendto achieve, how, whenand with whatresources. Acomplexsubject madesimple

If you only read onebook on finance, read this!

Director of Finance & Membership

Services, RAC MotoringServices Ltd.

BODY LANGUAGE

Pocketbook

A pocketful of tips on how

to interpret and use body

language to sharpen your

communication skills

Max A. Eggert

Anne Ha wkins &

Clive Turner

BALANCE SHEET


A pocketful of guidance and

advice to help explain profit

and loss reports, balance

sheets and the way money

works within business

Authors : Anne Hawkins& Clive Turner

ISBN : 978 1 906610 27 2Pages : 112Price : 8.99 (Paperback or e-Book)

The Balance Sheet Pocketbookbeginsby constructing a model to show howmoney works within a business, i.e.where funds come from and how theyare used. The structure of the balancesheet and the profit and loss reports arethen examined and explained within thecontext of this model. Commonmisconceptions are frequentlyhighlighted and financial jargon isclearly unravelled.

Author : Max A. EggertISBN : 978 1 906610 21 0


Body language is a powerfulcommunicator. The facial expressionswe adopt, the way in which we stand orsit and how we use our hands and armsare the syntax of the language. Theyadd clarity and detail to the spokenwords.

Knowledge of body language not onlyhelps you to interpret what other peopleare saying and how they are thinkingand feeling, it also helps you become amore effective and decisivecommunicator.

The Body Language Pocketbookexplains how you can apply non-verbalcommunications techniques to buildrapport, motivate and persuade people,

and improve your interpersonal skills.Illustrated throughout, and with a funquiz at the end to help recap yourlearning.

CALL CENTRE

CUSTOMER CARE

Pocketbook

A pocketful of tips and tools

to help dot.com companies, call

centres and other remote

suppliers build customer

relationships that endure

Mike Applegarth,

Adria n Gu ttri dge

& Keith Posner

Authors : K. Posner, M. Applegarth& A.Guttridge


Internet transactions offer customersconvenience but remote trading has itsprice: customers feel much less loyaltyto individual companies and the loss offace-to-face contact can result in poor ornon-existent customer service.

The Call Centre Customer CarePocketbookaddresses these issues, andlooks at how to retain customer loyaltyand offer good service in the digital age.

This book is a distillation ofconsiderable experience, which reflectsthe customer service issues in ourmodern world, CEO, ASAPInternational Group Plc.

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COACHING

Pocketbook2nd Ed ition

A pocketful of tips

and techniques on

how to coach others

to achieve outstanding

performance

Ian Fleming &

Allan J. D . Tayl or

CAREER TRANSITION

Pocketbook

A pocketful of tips, tools

and techniques to manage

successfully changes to

your career path

Keith Corbin

Author : Keith Corbin


A practical, easy-to-use guide for jobchangers and job seekers, The CareerTransition Pocketbookbegins byencouraging readers to address somefundamental questions: where am I now,where do I want to be, what skills will I

require and how do I go about makingthe necessary changes?

Moving up the career ladder is all aboutself-marketing, understanding whatskills and experience you have to offerand then identifying and targetingsuitable employers. From preparing aCV to networking and completingapplication forms, this pocketbookexplains how to reach that all-importantinterview stage. Using his PREP (PlanResearch Expect and Practice) approach,

the author explains how to preparethoroughly for the interview and givesadvice on negotiating the best offer.

Authors : Ian Fleming& Allan J. D. Taylor

ISBN : 978 1 903776 19 3Pages : 112

Price : 8.99 (Paperback or e-Book)

Coaching is aimed at improvingperformance at work. This is done byturning the activities people do intolearning situations, in a planned wayand under guidance. The CoachingPocketbookdefines the coachs role and

explains how coaching differs from theother helping skills of advising,instructing, counselling and mentoring.

There are four key stages to coaching,namely assessing current performancelevels, setting outcomes for learning,agreeing tactics/initiating action, andgiving feedback. The author explainseach stage and then moves on tosummarise the various skills required.

Next, the opportunities for coaching and

the potential pitfalls are highlighted.A checklist and a case study end thePocketbook on a practical note.

Management Pocketbooks FAX: +44 (0)1962 7336376

COMMUNICATORS


A pocketful of tips

and techniques to

make you more

aware of your

communication style and

how to improve it

Sen Mistil

Author : Sen Mistil

ISBN : 978 1 906610 18 0Pages : 112


Being an effective communicator is hardwork, but it is the single most importantpart of a manager's role. Many of usthink we are good at it it's all thosepeople who don't listen who are theproblem!

The Communicator's Pocketbookcovers the dynamics of communication,how to be effective, likely barriers, stylesof communication and technology atwork. The book concludes with a seriesof checklists that will enable you to takestock of your communications skills andshortcomings and to put these intocontext at both an organisational leveland a group or team level.

Author : Dorothy Spry

ISBN : 978 1 906610 17 3Pages : 112


The widespread popularity of coaching insupport of workplace performance,leadership development and employeeengagement was heavily underscored bythe findings of a CIPD (CharteredInstitute of Personnel and Development)

survey carried out in 2009 whichrevealed that 90 per cent of organisationssurveyed use coaching techniques.

Cognitive Behavioural Coaching (CBC)takes coaching a stage further. Itrecognises that how people think affectshow they feel which, in turn, influencesthe decisions and actions they take.Through a systematic process ofquestioning, CBC challenges anindividuals limiting beliefs andbehaviours and helps them to see and

act differently.

The Cognitive Behavioural CoachingPocketbookuses a simple 5-step modelto explain in clear, practical terms howcoaches, L&D staff and managers canuse CBC for the benefit of both theindividual and the organisation.

COGNITIVE BEHAVIOURAL

COACHING

Pocketbook


and techniques to enable

coaches, L&D specialists

and managers facilitate

transformational change

Dorothy Spry

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COMPETENCIES

Pocketbook

For managers and team

members, a pocketful of

tips and techniques on

how to use competencies

to improve individual and

corporate performance

Roger Mills

Author : Roger Mills

ISBN : 978 1 903776 25 4Pages : 128


Simply put, a competency describes thebehaviour or actions that can be seenwhen a job is being done well.

Organisations use competencies to getconsistency in what they do, ensure

people are treated equitably, enhancecommunications, improve stakeholderrelationships and establish highstandards of quality and performance.

The Competencies Pocketbookexplains how to develop a competencyframework, how to assess competenciesand how to reap the benefits from boththe individuals and the organisationsperspective. It also describes why somecompetency initiatives dont work andhow to make sure that yours does.

Even if your organisation doesnt have acompetencies scheme, the author urgesyou to use competencies to improveyourself and advance your career. Thefinal chapter describes how to do this.

Authors : David Alexander& Charles Turner

ISBN : 978 1 870471 97 8


An effective customer relationshipmanagement (CRM) strategy can deliveroutstanding improvements inprofitability, revenue growth andbusiness sustainability.

The CRM Pocketbookexplains whatCRM is and why ever moreorganisations are embracing it. It looksat the subject from a strategic level andfrom a practical viewpoint, with adviceon how to plan and implement a CRMprogramme. The contribution to bemade by each of the departments withinan organisation is also covered, withparticular emphasis on marketing andIT services.

C.R.M.

Pocketbook

A pocketful of tips for

those involved in

setting corporate strategy

and acquiring, developing,

valuing and managing

customers effectively

David Alexander

& Charles Turner

CREATIVE MANAGERS

Pocketbook

A pocketful of tools,

tests and techniques for

managers and professionals

for whom creativity

means business survival and

personal growth

John Townsend

& Jacques Favier

Authors : John Townsend& Jacques-Patrick Favier

ISBN : 978 1 870471 69 5


According to management guru PeterDrucker, the enterprise that does notinnovate inevitably ages and declines.The Creative Manager's Pocketbookisa treasure-trove of techniques, tools andtriggers that will help you produce

creative ideas. There are 10 ready-to-use techniques with such intriguingnames as Nyaka, Merlin, Eureka andBrainfaxing. In each case the authorexplains what the technique is, in whatway it can be used, how to apply it andwhat materials will be required.

Elsewhere the book looks at thedifferent areas (e.g. productdevelopment, customer service,efficiency) that can benefit frominnovation and how to sell new and

creative ideas. The numerous exercises,tests and quizzes will keep you involvedand help you discover just how creativeyou are.

CROSS-CULTURAL

BUSINESS

Pocketbook


tools and techniques

for anyone working or

doing business abroad

John Mattock

Author : John Mattock

ISBN : 978 1 870471 73 2Pages : 112


The Cross-cultural BusinessPocketbook is for anyone doingbusiness outside his or her country,whether attending or organising amultinational conference, making apresentation to a group of managers

from different countries, or beingrelocated abroad. Starting with a look atculture and its effects on workingbehaviour, the book then reviews waysof developing communication skillsacross the culture gap. Finally there is asection of specific material covering,amongst others, Europe, the Arab worldand North America.

For those who do business overseas,this book is a valuable insurancepolicy, commented The Good Book

Guide. It sets out not only examples oflocal attitudes and thinking but a wholeway of planning and executinginternational communication andbusiness dealing, continued the Guide.

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DECISION-MAKING

Pocketbook


tools and techniques to

make balanced choices that

address needs and the real

issues, and that minimise

risks and add value

Neil Russell-Jones

CUSTOMER SERVICE


A pocketful of tools, tips and

techniques for everyone in sales,

after-care, reception,

administration, management

and on the board who directly

or indirectly contributes

to customer service

Tony Newby &

Sean McManus

Authors : Tony Newby& Sean McManus

ISBN : 978 1 903776 00 1Pages : 112


The Customer Service Pocketbookisfor everyone who contributes, directly orindirectly, to giving the customer goodservice. It covers why good servicematters, the differences between goodand bad service, performance standards,

turning complaints into opportunities,listening to customers, assertiveness andgood service, effective customercommunications and internalcustomers.

Throughout the book there areexercises, quizzes and checklists, and atthe end there is a personal actionplanning section and an opportunity tofurther test your knowledge. There arealso useful notes for managers andsupervisors, as well as for trainers who

can readily adapt the contents of thePocketbook to provide a one-daytrainer-led workshop. A suggestedtimetable for such a workshop isprovided, together with notes onhow to run it.

Author : Neil Russell-Jones


The Decision-making Pocketbookexplains how to make balanced choicesthat address needs and the real issues,choices that minimise risks and addvalue. It covers everything you need toknow on the subject, from

understanding the key components of adecision to a framework for decision-making with methodologies and casestudies.

It also looks at the differences betweenindividual decision-making andreaching consensus within a team.Techniques to help you analyse therisks, identify possible outcomes andmake informed choices are described.

One reader remarked: A pragmatic

approach, showing how to ensuremanagement by design rather thanchance.

Management Pocketbooks E-mail: [email protected]

DELEGATION

Pocketbook


and techniques on how to

delegate successfully an

approach that saves time,

improves results and

increases job satisfaction

Jon Warner

Author : Jon Warner


Failure to delegate or failure to delegateeffectively is costly to you, yourcolleagues and, ultimately, your employer.There are both morale and productivityissues. Its enough to make you cryunless, that is, you adopt the onion

approach which lies at the heart of thedelegation process as described by JonWarner in The Delegation Pocketbook.

To delegate effectively you need tounderstand your own attitude todelegation, what you can delegate andwhy you should do so (beware the wrongreasons!), who to delegate to, how toprepare properly and what briefing styleto adopt controlling, tentative,participative or collaborative. Warnerrecommends a collaborative style using

the principles outlined in his book.

There is advice too on settinggoals/milestones; using controls tominimise risk; how to monitor theprocess; warning signs to look out forand how to react; and maintainingresponsibility and accountability.

DEVELOPING PEOPLE

Pocketbook

A pocketful of ideas, tips

and techniques to help

managers identify staff

development needs and

bring about

successful learning

Ian Fleming

Author : Ian Fleming

ISBN : 978 1 870471 96 1Pages : 112


Author Ian Fleming directs TheDeveloping People Pocketbookatfull-time trainers and managers withstaff training as part of their jobs. Hedeals with training needs identification,the pros and cons of different training

methods, learning styles and learningblocks, finding and briefing externaltrainers, assessing the outcome andapplying the learning.

Reviewing this title, training educationemployment journal wrote: A worthyoverview of training needs identification,design, delivery and evaluation. Readthis and you could save many hoursploughing through far less accessibletomes on the subject.

As with all pocketbooks, theaccent is on concise presentation

of key factsIT Training

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DISCIPLINE &

GRIEVANCE

Pocketbook


and techniques for line

managers and those in

HR on managing

formal staff issues

Ruth Sangale

Author : Ruth Sangale

ISBN : 978 1 906610 19 7Pages : 128


With the number of grievances andtribunal claims rising sharply, the costof conflict in the workplace is increasingat an alarming rate. In the UK alone theannual cost is more than 20 billion.

Grievances and disciplinary matters areimmensely disruptive and time-consuming, and most managers struggleto know how to deal with them. TheDiscipline & Grievance Pocketbookoffers practical help. It stresses theimportance of understanding the rootcauses of conflict and identifies themanagement practices that need to be inplace in order to help prevent problemsarising.

The book first looks at how staff issues

can be resolved informally, throughmediation, and then goes on to describethe formal procedures for both grievanceand disciplinary cases before finallydealing with the dismissal process.Informative case studies bring authorRuth Sangales advice sharply into focus.

EMOTIONAL

INTELLIGENCE


A pocketful of tips to improve

your emotional and social

awareness, and ability to

manage feelings your own

and other peoples

Margaret Chapman

DIVERSITY

Pocketbook

A pocketful of tips and

techniques on harnessing

the power of diversity to

maximise team

performance and add

organisational value

Linbert Spencer

Author : Linbert SpencerISBN : 978 1 903776 03 2


Linbert Spencer, author ofThe DiversityPocketbook, firmly believes thatcombating discrimination, promotingequal opportunity and valuing thedifferences in individuals is morally,socially and economically advantageous.

It adds value to an organisation bymaking it more attractive to investors,would-be employees and customers andimproves output, both quality andquantity.

The Diversity Pocketbookis foreveryone with responsibility for directing,managing, supervising or influencingothers within an organisation.

It describes how to: formulate a strategythat values diversity; implement such a

strategy; recruit and train a more diverseworkforce (the 5Ds desire, definition,decision, determination and discipline);and set personal diversity and equalityobjectives. The appointment of adiversity champion and dealing withgrievances are also dealt with.

Author : Margaret Chapman


A survey of managers in a leading UKsupermarket chain revealed that thosehigh on EI (emotional intelligence)experienced less stress, enjoyed betterhealth, demonstrated higher levels ofmorale and performance, and reported a

better quality of life. US researchinvolving partners of a multi-nationalconsulting firm showed that those peoplewith higher EI competencies secured$1.2 million more profit.

In The Emotional IntelligencePocketbookauthor Margaret Chapman a coaching psychologist and coach-supervisor demystifies a complexsubject that hitherto has only beencovered by academic, heavyweightliterature. The book takes readers

through each of the five steps to attainingEI and describes how organisations canbecome emotionally intelligent.

Includes the Boston IntelligenceQuestionnaire with which readers canassess their current level of EI andidentify those capabilities that requirefurther development.

Authors : Malcolm Martin& Tricia Jackson


The Employment Law Pocketbookprovides managers and HR professionalswith a quick and ready grasp ofemployment law. Written from theperspective of employers rather thanlawyers, the book explains how to avoidtaking actions that prove indefensible inlaw and how to follow procedures thatmeet statutory requirements and can beshown to be fair. It also details whatrecords need to be kept and when andwhere advice should be sought.

From making selection decisions andappointments to dismissals andredundancies, it covers all aspects ofemployment law including working withtrade unions, workplace and attendanceproblems, and health and safety matters.

Malcolm Martin has designed anddelivered workshops in basic employmentlaw for a good number of years, whileTricia Jackson has written five books inthe CIPD Good Practice series.

EMPLOYMENT LAW

Pocketbook3rd Edition

A pocketful of vital information

to give managers, team

leaders and HR staff a

practical working knowledge

of their responsibilities

under the law

Malcolm Martin

& Tricia Jackson

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ENERGY &

WELL-BEING

Pocketbook


and techniques to boost

your energy, drive and

enthusiasm at work

Gillian Burn

EMPOWERMENT

Pocketbook

A pocketful of tips, techniques

and tools on how to create an

empowerment culture that

benefits both the organisation

and the individual

Mike Applegarth

& Keith Posner

Authors : Keith Posner& Mike Applegarth

ISBN : 978 1 870471 51 0


Empowerment is often confused withdelegation and, wrongly, is often seen asa form of power or authority overanother person. The authors ofTheEmpowerment Pocketbookprefer toliken empowerment to a licence that is

issued only after those concerned haveproven their ability and only when thescope and conditions of the activity towhich the licence applies are clearlydefined.

This Pocketbook explains whatempowerment is, what can be gainedwhen it is in place and how to put itthere and keep it there. It will be helpfulto managers, trainers, consultants andall those people who are concerned withgetting the best from their workforce.

Areas covered include: identifying theneed for empowerment, enabling theindividual, implementation (nine stepsto get empowerment in place) and,finally, monitoring and feedback.

Author : Gillian Burn

ISBN : 978 1 903776 09 4Pages : 112


Physically exhausted? Mentally drained?The Energy & Well-being Pocketbookwill get you in shape, show you how towork more healthily and boost your driveand enthusiasm. With a background inthe health sector and a Masters degree in

exercise and health services, authorGillian Burn begins by demonstratinghow to carry out an energy and well-being audit to establish personal well-being goals.

What we eat and the space we work inare key to boosting energy levels. Theauthor describes how food can stimulatethe brain and relieve stress, and howplants, colour, sound and lighting cancontribute to the creation of an energy-boosting work environment.

Nor should physical exercise be ignored.There is advice on poise/posture,breathing, energy-boosting breaks and arange of activities including deskexercises. Finally there are sections onwork/life balance and on how to create awell-being and energy action plan.

Authors : John Townsend& Paul Donovan

ISBN : 978 1 906610 08 1


The facilitraining rainbow won't leadyou to a pot of gold but it will enableyou to decide on the most suitableapproach for your next facilitationsession.

This innovative decision-making modelis central to The FacilitatorsPocketbook a comprehensive guidecovering all stages of facilitation, fromplanning through to implementation.

Interpersonal skills (including attitudesand values) and session skills (includingenergising and problem solving) are dealtwith at length.


Author : Mike Pezet

ISBN : 978 1 906610 12 8Pages : 128


Lack of feedback and coaching to aiddevelopment is the third most citedreason for resignations at work.Netgeners with their reliance on socialnetworking and instant messaging haveadded even greater impetus to the need

for performance feedback.

Feedback is integral to learning: it helpsto develop skills, knowledge andconfidence, and reinforces desiredbehaviours. It can reassure and thusreduce anxiety; and it can help peoplesee the bigger picture, leading to greateralignment with organisational goals andneeds.

The Feedback Pocketbookencouragesmanagers (and trainers) to use informal,

formal and generative feedback as part oftheir day-to-day approach to motivating,managing and developing people. Itexplains how to construct and deliverfeedback, and demonstrates how to usethe underlying dynamics (explicit andimplicit) to secure feedback acceptance.

FEEDBACK

Pocketbook

For managers, trainers and

team members, a pocketful

of techniques to create

feedback conversations

that underpin learning,

build relationships and

engage motivation

Mike Pezet

This book is the perfectillustration of what facilitation isabout - making things easy

Director, HR, NovartisConsumer Health

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FLEXIBLE

WORKPLACE

Pocketbook


and techniques on how

to choose, implement,

support and evaluate

flexible work practices

Anne Dicken s

HANDLING

COMPLAINTS

Pocketbook


and techniques to develop

a complaints strategy and

turn complainers into

loyal customers

Angele na B oden

Author : Anne Dickens

ISBN : 978 1 903776 40 7Pages : 112


Flexible working recognises individualsdiffering needs, lifestyles and life stages.Its about creating an environment inwhich people can achieve a work-lifebalance that leads to fulfilment insideand outside their place of work.

The Flexible Workplace Pocketbooklooks at the reasons for creating aflexible working environment and at thebenefits for the individual and for theemployer and its customers.

Flexible working options are many andvaried. They involve an organisationchanging where, when and how theiremployees work. The FlexibleWorkplace Pocketbook explores thedifferent options for flexible working,

looks at how to introduce flexibilityacross the organisation, howto encourage flexiblebehaviour and how tomeasure its success.

HANDLING

RESISTANCE

Pocketbook

A pocketful of techniques

to overcome rejection of your

ideas, resistance to change

and objections to your

proposals

Mike Clayton

Author : Angelena Boden

ISBN : 978 1 870471 91 6Pages : 112


The Handling Complaints Pocketbooklooks at why and how people complain,and the key types of complaint:aggressive, passive, constructive andprofessional.

The author explains that all businessesshould welcome complaints becausethey provide direct feedback and animmediate opportunity to improve theservice to customers. The next sectionscover a strategy for handling complaints,and the use of transactional analysis inunderstanding complaint behaviour. Thefinal section looks at ways to turncomplaints into compliments and createloyal customers.

Author : Mike Clayton

ISBN : 978 1 906610 23 4Pages : 112


Resistance, with its unproductive cycleof challenge and conflict, frequentlystifles new ideas and holds back change.The Handling Resistance Pocketbooklooks at the reasons why people resist,how you can identify the level of their

resistance and, vitally, the tactics youcan adopt to handle the resistance in apositive, respectful and productive way.

To engage positively with resistance andmanage it effectively you must firstunderstand it. Author Dr MikeClaytons innovative onion model givesreaders a clear and succinct insight intothe different layers of resistance and foreach layer he suggests practical stepsfor tackling the issues.

There is specific advice in the contextsof change and sales, and guidance onwhat to do when resistance moves intoconflict and game-playing.

Authors : Alan Evans& Paul Tizzard

ISBN : 978 1 903776 05 6Pages : 128


The Icebreakers Pocketbookcontains40 original activities that will enabletrainers to add impact to their trainingworkshops. The activities are groupedtogether according to their suitability forparticular areas of training for

example: assertiveness, communication,coaching & mentoring, peoplemanagement, teams and trainertraining.

For each activity the authors describe theaims, outcomes and relevance of thelearning, and provide full userinstructions along with information ontiming, number of participants,materials required, necessary trainerknowledge and possible variations.

Most of the activities take between 10and 30 minutes to complete. There arethose suitable for small groups and thoseappropriate for any number of people.

ICEBREAKERS

Pocketbook

A pocketful of icebreakers

and scene setters to add

impact and interest to your

training workshops

Paul Tizzard

& Alan Evans

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IMPROVING

PROFITABILITY


A pocketful of practical

advice on how to measure

and improve your

business performance

Anne H awkins

& Clive Turner

IMPROVING EFFICIENCY


A pocketful of tips, tools and

techniques to improve your

operation and reduce costs

by increasing efficiency

and eliminating waste

Philip Holman &

Derek Snee

IMPACT & PRESENCE

Pocketbook

A pocketful of

tips, tools and

techniques on how to

create brand you, build

leadership presence and

achieve impact

Pam Jones &

Janie van Hool

Authors : Pam Jones& Janie van Hool

ISBN : 978 1 903776 18 6Pages : 112


How to develop brand you, createleadership presence and achieve personalimpact is explained in The Impact &Presence Pocketbookwhose authorswork together in this increasinglypopular field at Ashridge Management

College.

Subjects covered include: self-awareness(with a questionnaire for readers toreview their own impact), visualisation,creating a brand image, posture, gesture,eye contact, emotional control, dressstyle, creating rapport, what to do indifficult circumstances and how to createimpact in different situations(e.g. meetings, interviews, presentationsand one-to-one sessions).

Impact is created within the first 15seconds of a meeting and what is said(the content) accounts for just 10% ofthe impact its how the message isdelivered that creates the biggestimpression.

Authors : Philip Holman& Derek Snee

ISBN : 978 1 903776 85 8Pages : 112


To deliver more from less (more sales,profits, etc, from fewer resources) youmust understand in detail yourorganisations operations or processes.

The Improving Efficiency Pocketbook

challenges four areas of operations: The design (Why are things done in a

certain way?) The plan (Is there a better way to

meet demand?) The controls (Are the right things

being measured?) and The way improvements are made

(Are you involving your people,customers and suppliers?)

The book follows a 6-stage model, witheach of the stages covered by a separate

chapter. The consistent and systematicapplication of the tools and techniquescontained in this Pocketbook will improveboth the efficiency and effectiveness ofyour processes and resources.


ISBN : 978 1 903776 94 0Pages : 112


Profitability, rather than profit, is the keymeasure of a business's performance. Ifyou know how to measure profitability,you will be able to manage it, andunderstand which decisions increase it.

The Improving ProfitabilityPocketbooklooks at the essential areasof effective use of assets (Asset Turn) andcost-efficiency (Return on Sales). It alsoincludes detailed sections on capitalexpenditure appraisal, how to evaluatemake/buy decisions, and how to use aprofit-cost-volume model.


Authors : Ruth Sangale& Philippa Webster

ISBN : 978 1 903776 82 7


First impressions count! A well-plannedand thoughtful induction process willgive new employees a sense of belongingand lead to greater motivation andproductivity.

The Induction Pocketbookexaminesways of introducing a successfulprogramme at all levels. It looks at thebenefits of induction, who to involve indelivering induction (not just personnelstaff!) and who should receive induction(not just newcomers!). There are furtherchapters on what to include in theinduction programme, when and whereit should take place and how to evaluatethe induction. Finally, there is a series ofchecklists (one for each stage of theprocess) and a case study.

INDUCTION


A pocketful of tips on

introducing an induction

programme at all levels,

that increases motivation

and productivity and

creates a strong sense

of belonging

Ruth Sangale &

Philippa Webster

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New Edition

LEARNERS



and accelerated learning

techniques to help

anyone involved in the

learning process get

the most from it

Paul Haydenforeword by Tony Buzan

LEADERSHIP



techniques for leaders at all

levels - strategic, organisational

and team level - on how

to inspire, influence, deal

with change and

achieve objectives

Fiona Elsa Dent

K E Y AC C O U NT

MANAGERS

Pocketbook


techniques and tools for

those who want to keep

and develop business

with important customers

Roger E. Jones

Author : Roger E. Jones


The Key Account ManagersPocketbookgives practical advice on howto keep and develop importantcustomers, thereby maximising ongoingrevenue streams, reducing sales costs,improving investment planning and

increasing market knowledge. It opensby describing the key account managersrole and then goes on to describe how torise up the so-called customer perceptionladder, moving from a simple commoditysupplier to developing a solid, long-termbusiness partnership with your keycustomers.

The author next explains how to developthe key account development plan, howto increase your influence with thedecision-maker in your key account

(relationship management) and how towin new business. The final chapterruns through the essential steps of keyaccount handling. Short exercisesthroughout help to reinforce the keylearning points.

Author : Fiona Dent


Written for leaders at all levels strategic, organisational and team level The Leadership Pocketbookexplainshow to inspire, influence, deal withchange and achieve objectives.Illustrated throughout, the book adopts

a practical approach, setting out theprinciples of leadership, the role of theleader, the skills required for ef fectiveleadership and the key challenges facingleaders in todays business environment.

Its author, Fiona Dent, is Director ofFaculty Development at Ashridge whereshe is also Programme Director for theInfluencing Strategies and SkillsProgramme. She has over 20 yearsexperience as a management developer.

A focus of the book, described by theauthor as perhaps the most necessaryskill for any leader, is self-awareness to know yourself, to realise what yourleadership strengths and weaknesses areand when you must continue to develop.

Author : Paul Hayden


The Learners Pocketbook, writesTony Buzan in his foreword, is aconsidered and intelligent introductionto this intriguing field, and will start thelearner of learning off in the rightdirection.

The book encourages individuals to`take responsibility for their own learning,and explains how they can harness theirbrain power so as not to hinder thelearning process. Can be used inpreparation for any type of learning andmakes ideal pre-course material. Coversbrain power, learning theory, planningand committing, intelligence styles andtechniques, all in the highly visual,approachable Pocketbook style. One ofour customers uses this Pocketbook to

support the training of new staff whohave taken up their posts as a secondcareer move and who have been awayfrom the learning environmentfor some time.


Author : Mike Clayton


Models that explain what happened, thatpredict what will happen and that revealhow to get results are described in TheManagement Models Pocketbook apractical resource for trainers, coachesand facilitators, and a ready-reference for

managers.

The range of models described, 10 intotal, includes John Adairs action centredleadership model, Bruce Tuckmans teamdevelopment and behaviour model, EricBernes parent-adult-child theory oftransactional analysis and John BoydsOODA decision-making model. There aremodels too covering delegation,motivation and communications.

For each model described, author Mike

Clayton outlines the problem that themodel addresses, explains how it works(first an overview followed by a moredetailed explanation) and usesexamples to demonstrate how it worksin practice. A diagrammatic view ofeach model and references to relatedmodels add to the practical approach.

MANAGEMENT

MODELS

Pocketbook

A pocketful of models

with eye-catching tips:

a great resource for

trainers and a ready-

reference for managers

Mike Clayton

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All business decisions affect themovement of cash, one way or another,as The Managing Cashflow Pocketbookclearly demonstrates. It stresses theimportance of proper cash management(by all managers!) and how this impacts

on the running of a business.

Reconciling profit to cash, improvingcashflow and managing working capitalare central issues in this extensivelyillustrated book.

MANAGING

CASHFLOW

Pocketbook


advice on how to manage

and improve the flow of

cash into and out

of your business

Anne Hawkin s

& Clive Turner


MANAGERS

Pocketbook4th Edition

A pocketful of tools, tips

and techniques for team

leaders, supervisors and

people managers at

all levels of the

organisation

John Townsend

Author : John Townsend


Read The Manager's Pocketbookandlearn the POLCA, the five essentialmanagement skills. 'P' is for 'planning':the essentials of good planning andobjective setting. 'O' is for 'organising':managing time and work, and decision-

making. 'L' is for 'leading': teambuilding,leadership, motivation andcommunication. 'C' is for 'controlling':correcting errors, disciplining andappraising. And 'A' is for 'achieving': theaction planning section, so get your penready!

This enlightening Pocketbook is forteam leaders, supervisors and peoplemanagers of all levels.

MANAGING BUDGETS

Pocketbook

A pocketful of advice and

practical tips on financial

planning in the business

and on preparing and

managing budgets

Anne Hawkin s

& Clive Turner

MANAGING ASSESSMENT

CENTRES

Pocketbook

A pocketful of tips to achieve

outstanding candidate

selection through the proper

design and management of

assessment centres

John Sponton

& Stewart Wright

Authors : Stewart Wright &John Sponton


The cost of recruiting poorly assessedworkers goes well beyond the recruitmentcosts themselves. Subsequent trainingand integration costs need to be takeninto account, as does the impact ofreduced productivity.

Assessment centres can improve thepredictability of selection processes byallowing a broader range of selectionmethods to be used. Employer andcandidate both benefit, the latter frombeing able to better assess theorganisation.

The Managing Assessment CentresPocketbookprovides a practical insightinto the complete process of planning,designing and managing an assessment

centre. It includes advice on: jobdescriptions and person specifications;working with competencies; exercisedesign; observation, evaluation and ratingscales; timetable and venue planning;assessor and candidate management;reviewing assessment results; andvalidating the overall investment.



There are two ways to control theprofitability of a business: throughbudgeting and through knowing andunderstanding internal product costs.Effective strategic decisions cannot bemade without fully comprehending

these vital issues.

The Managing Budgets Pocketbookexplains the link between these twomethods of control and how theysupport each other. It covers thedifference between revenue and capitalbudgets, the do's and don't's of goodpractice and the importance and bestmethods of product costing.

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MANAGING

RECRUITMENT

Pocketbook


techniques on recruiting successful

people through a properly

planned and implemented

recruitment strategy

Stewart Wright

& John SpontonAndy Cross

MANAGING CUSTOMER

SERVICE

Pocketbook


techniques to help you inspire

your customer service team

to delight the customer and

build the value of your

service brand

Neil Russell-Jones

MANAGING CHANGE


A For those managing

change & those

undergoing change, a

concise description of the

change process, its

problems & the solutions



The Managing Change Pocketbookisfor all those responsible for managingchange or wishing to understand animposed change.

Explains what change is and why it is

necessary, why some change needsproactive management, the effects ofchange on people, how to gaincommitment, how to manage change,the tools available, ways tocommunicate, and examples of successand failure.

Author Neil Russell-Jones is amanagement consultant, charteredbanker, member of the StrategicPlanning Society and active writer,speaker and lecturer.

Author : Andy Cross


For leaders of customer service teams,The Managing Customer ServicePocketbookexplains that the bedrock ofservice excellence is the service brand.

The book uses a 5-stage model to

describe how to create and nurture sucha service brand through the recruitment,training, leadership and motivation of acustomer service team. Stage one is toestablish the vision or the brand valuesby properly understanding what it isthat the customer wants above all else.This is what drives the team. Then youhave to align these values with those ofthe team itself. This is achieved throughcareful recruitment, training andinspirational people management.

Further stages in the process ofmanaging the service brand cover:coaching the team to deliver consistentlybrilliant service; what to do when thingsgo wrong (top tips!); and how to createan environment in which teammembers have the freedom to improve.

Authors : Stewart Wright &John Sponton

ISBN : 978 1 903776 34 6Pages : 128


The Managing RecruitmentPocketbookexplains how to planrecruitment, attract the rightcandidates, assess CVs and applicationforms, get the most out of theinterview, use different methods of

selection and how to make the job offer.

Under attracting the right candidates,the pocketbook looks at advertisingmethods, using the internet, employingrecruitment agencies and recruitinginternally. Selection methods addressedinclude psychometric tests, personalityquestionnaires, assessment centres,presentations and work sampleexercises. The final chapter covers howto pull all the selection informationtogether, references, medicals, handling

unsuccessful candidates and makingthe eventual offer.

Complementing this title areThe Interviewers Pocketbook andThe Succeeding At InterviewsPocketbook.


John Townsend

MANAGING DIFFICULT

PARTICIPANTS


A pocketful of tips

on how to handle

challengers at training

courses and meetings



This Pocketbook is a collection of 24portraits of 'difficult' participantsencountered on training courses and atmeetings.

Meet the Trapper, the Griper, the Silent

Cynic, the Whisperer and their manyfriends. Learn how to cope with themusing such techniques as 'blockbusting','psychological judo', 'reframing', 'self-revelation' and 'confrontation'.

Cartoons of the characters add to thehumorous approach and there are fourmini case studies.

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MEETINGS

Pocketbook


techniques to help organisers

and participants make their

meetings succeed

Patrick Forsyth

Author : Patrick Forsyth

ISBN : 978 1 903776 27 8Pages : 112


The Meetings Pocketbookreveals allthe do's and don't's needed to makemeetings successful. Covers advancepreparation, chairing, controllingdiscussions, effective participation anduse of minutes. Essential reading for

both organisers and participants.

Dont arrange or attend anothermeeting without reading it,recommended one reader.A straightforwardreminder of therules saidanother.

Management Pocketbooks Freephone: 0800 028 6217 (UK only)

Author : Patrick ForsythISBN : 978 1 870471 98 5Pages : 112


How to get the best from your workingrelationship with your boss and othersenior people is the subject ofTheManaging Upwards Pocketbook. Itbegins by looking at what makes a goodboss and what drives the relationship

from both the subordinates and the bosssperspective. There is advice on how tobuild a partnership that is constructive,straightforward, trusting and mutuallybeneficial. Under the heading working tocreate impact the book deals with suchmatters as taking a brief, objectives andtargets, using timings and deadlines toadvantage, and progress reports.

Subsequent chapters detail how tocommunicate with senior people,how to get agreement and how to

handle difficulties such as poorinformation flow, broken promises,the leave it to me syndrome andmore serious issues such as bullyingand sexual harassment. Jobappraisals are dealt with too.

MANAGING UPWARDS

Pocketbook


techniques and tools to

help you enjoy a good

working relationship

with your boss and other

senior people

Patrick Forsyth

17

MARKETING


A pocketful of tips, techniques

and tools for all those involved in

the marketing process - research,

strategy, planning and tactics

Neil Russell-Jones


ISBN : 978 1 903776 29 2Pages : 128


The Marketing Pocketbookisauthoritative, comprehensive and with its clear, concise, factual wording easily accessible.Authoritative becauseit is written by an experienced andhighly respected management

consultant. Comprehensive because ofthe sheer volume of facts that thisPocketbook manages to squeeze in.

The content is structured into threeparts. The first part explains the basicconcepts and looks at what marketingis. The second deals with the marketingprocess, in other words how to go aboutit. The final part of the Pocketbooklooks at putting the theory intopractice. All the fundamentals ofmarketing are covered, from market

research and developing a marketingstrategy to planning and implementingmarketing campaigns. And accessiblebecause we strip away all theunnecessary padding and presentnothing but the key facts.

MANAGING YOUR

APPRAISAL

Pocketbook


techniques for appraisees

on how to prepare

for and get the best

from appraisals

Max A. Eggert

Author : Max A. EggertISBN : 978 1 870471 38 1Pages : 112


The Managing Your AppraisalPocketbook is written from theappraisee's standpoint. It encouragespeople to take charge of their own careerdevelopment by preparing for andproperly using appraisals.

Its author is Max Eggert, a managementpsychologist who specialises in assistingorganisations and individuals to achievetheir best. He looks at the dangers andbenefits of appraisals, how to prepare forthem, performance measurement,feedback, the appraisal interviewstructure, and types of questioning.

For hints and tips on setting up andrunning an appraisal system, see TheAppraisals Pocketbook.

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NEGOTIATORS

Pocketbook


techniques and tactics

to help you negotiate

the best deal

Patrick Forsyth

MOTIVATION



tools and techniques for all

managers who want to

understand human

nature, and what

motivates others to give

of their best

Max A. Eggert

MENTORING


For mentors and mentees,

a pocketful of tips and

techniques to maximise the

benefits of this highly

effective human resource

development process

GeofAlred

& BobGarvey

Authors : G. Alred, R. Garvey


The Mentoring Pocketbook, now in itsthird edition, shows how to prepare to bea mentor, how to conduct mentoringsessions, how to maintain therelationship through the different stagesand how to evaluate mentoring.

Before looking at the actual mentoringprocess, the authors deal with the uses ofmentoring within organisations(particularly in the context of managingchange and mission/value statements)and explain how mentoring differs fromcoaching, training and appraisals. Theprocess of mentoring is explained withthe aid of a 3-stage model. This can beused to assess yourself as a mentor, as amap to guide you through the process, asa review tool and as a means to develop

the mentee's ability to use the modelindependently.

Subsequent chapters explore the mentor-mentee relationship and address keyissues and questions. Although primarilyaimed at the mentor, The MentoringPocketbook is also helpful to mentees.

Author : Max A. Eggert


The Motivation Pocketbookexaminesthe many different theories ofmotivation, drawing out the key pointsand offering management tips foreach one.

A useful problem-identifier points theway to the best theories to use inparticular situations. For example,when people complain a lot the authorrecommends the ERG Theory, andwhen they lack direction he putsforward the Goal Theory. There isalso a review of the different characterand personality types and what they aremost likely to find motivational.

In conclusion, the book lists nine basicrules of motivation, ten ways in which

to keep yourself motivated and 100ways in which to say well done. Tocoin one of these expressions, sheerclass Max.

Author : Vicki Culpin


Introducing theum...eroh yes, TheMemory Pocketbook! Memory isfundamental to our very existence but howmuch do you know about it and howmuch effort, if any, do you put intoimproving your memory? In a business

context your professional development andwell-being depend upon it.

In this pocketbook Vicki Culpin looks atthe structure of memory, distinguishingbetween sensory memory and short- andlong-term memory. She describes thecauses of poor memory (eg tiredness,cognitive overload and poor concentration)and the key principles for improving it(attention, effort, motivation andmeaning).

Episodic and semantic memory both havea role within a business context as thisbook explains. Further chapters deal withforgetting (it can be a positive factor!) andthe relationship between learning style(verbal, visual and kinaesthetic) andmemory strategies. Dont forget to buy it!

MEMORY

Pocketbook

A pocketful of unforgettable

tips and techniques to

improve your memory and

boost your personal and

professional development

Vicki Culpin




This is the first of several books thatPatrick Forsyth has written in thePocketbooks Series and continues to be afirm favourite with our customers.Negotiation is a skill that you need tolearn and practise; The Negotiator's

Pocketbookwill help you do both.

A quickly assimilated, comprehensiveguide to the negotiation process, it coversthe fundamentals of negotiation,preparation, essential techniques,managing the process and interpersonalbehaviour.

Its the sort of thing you shouldkeep in your car andreread in the car parkjust before going into a

meeting, concluded onemagazine reviewer.

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NLP

Pocketbook

A pocketful of

neuro-linguistic

programming tips

to help you succeed

and make a positive

difference to your life

Gillian Burn

Author : Gillian BurnISBN : 978 1 903776 31 5


How people think and how they respondto challenges and to other people variesfrom one individual to another dependingon their beliefs, values, memories andpast experiences. Some people respondmore effectively than others.

Understanding how they do this andhow you can follow their example bychanging your thinking and beliefs liesat the heart of neuro-linguisticprogramming (NLP).

NLP will improve the way you interactand communicate with others; it willimprove your self-esteem and raise yourmotivation. In fact, it will impactpositively on all aspects of your businessand private life.

The NLP Pocketbooklooks at the keyprinciples of NLP and how it can make adifference to you. It describes how youare limited by your beliefs and thoughtsand how you can change them for thebetter. There are sections on the brain,on language and on how to create yourown personal resource bank.

Author : Jon Warner

ISBN : 978 1 903776 89 6Pages : 112


Anyone you might want to contact in theworld is only 5-6 people contacts awayfrom you, maintains Jon Warner in TheNetworking Pocketbook. He seesnetworking as a major social and life skillthat can benefit both our working and

personal life.

The Networking Pocketbook details thefour basic steps that lead to effectivenetworking relationships, the so-calledLINK: Learning (about needs, ours andother peoples); Investing (making strongcontacts); Nurturing (achieving a deeperrelationship); and Keeping (maintainingthe momentum). As the author leadsreaders through these four basic steps heprogressively describes the seven keycompetencies needed for effective

networking. These competencies relateto temperament/disposition, strategicplanning, organisation, nurturing,communications, socialising andpersistence.

Jon Warner

NETWORKING



tools and techniques to

build and maintain

successful relationships

that will enhance your

professional and private life

19

NURTURING

INNOVATION

Pocketbook

A pocketful of

enlightening tips on

how to manage and set

free peoples creative

imaginations

Douglas Miller

Author : Douglas Miller

ISBN : 978 1 903776 98 8Pages : 112


Innovation is the life-blood of allenterprises. Those that succeed recognisethat all of their people are inherentlycreative and, by proper management, canboth release and manage that creativity forthe ultimate benefit of all stakeholders.

The Nurturing Innovation Pocketbookexplains how managers can create anenvironment in which innovation thrives.It identifies the numerous barriers toinnovation, organisational and self-imposed by individuals, and describeshow through positive intervention theseblocks can be cast aside.

All innovation comes with a degree ofrisk. To manage the process successfully,the manager must determine the required

level of innovation (four are described,from incremental to transformational)and assess the associated risk.

The manager must also be supportive ofhis team, acting as advisor, coach,resource provider and defender whenideas dont work out. Nurture not stifle isthe message!

OPENERS & CLOSERS

Pocketbook

A pocketful of themed

activities to give your training

workshops effective

and memorable

beginnings and

endings

Alan Evan s &

Paul Tizzard

Authors : Alan Evans & Paul TizzardISBN : 978 1 903776 30 8


Hot on the heels of their success withThe Icebreakers Pocketbook, authorsPaul Tizzard and Alan Evans have onceagain harnessed their enthusiasm andcreativity to write The Openers &Closers Pocketbook a collection of

themed and non-themed activities togive training workshops effective andmemorable beginnings and endings.

This is a selection of short exercisesand pithy stories to top and tailcourses, says Tizzard. Weve includedquick icebreakers and lengthier, moreinvolved activities, as well as shortanecdotes to set the tone.

The emphasis of The Openers &Closers Pocketbook is on simple

activities that require the minimumamount of preparation in the authorswords, grab and go activities that willgive trainers new and imaginative waysto enhance their training delivery.

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POSITIVE MENTAL

ATTITUDE

Pocketbook

A mental toolbox of

tips and techniques

to release your

potential and put

new opportunities

within reach

Douglas Miller

PERSONAL SUCCESS

Pocketbook



to help you give your

life direction, achieve your

personal definition of

success and enrich your life

Paul Hayden

PERFORMANCE

MANAGEMENT

Pocketbook



that will enable

individuals, teams and

organisations to excel

Pam Jones

Author : Pam Jones


This book is for managers who careabout their people and want to succeedthrough them and with them writesPam Jones, the author ofThePerformance Management Pocketbookand Programme Director of the

Performance Through PeopleProgramme at Ashridge ManagementCollege.

Enhancing the performance ofindividuals and teams is a majorcontributor to bottom-line results. Itdemands the use of a range of skills andtechniques in the areas of leadership,delegation, coaching, performancereview, communication, performancemeasurement, objective-setting,motivation, empowerment,

teamworking and more. Pam Jonesaddresses each in turn. A clear andconcise overview of this commonlymisunderstood subject, concluded thereview in Croners Reference Book For

Employers.

Author : Paul Hayden


According to The Personal SuccessPocketbookthe definition of success isdifferent for each person. But, howeveryou define it there are ways to helpyou achieve more of what you wantfrom life.

Author Paul Hayden stresses the needto identify your personal motivatorsand drivers, and establish what yourpriorities are. Then you can plan yourgoals, and the necessary actions. Thebook is built around a Plan, Act,Review structure, and containsquestionnaires and activities to get youthinking.

Training Journal, which gave thePocketbook a 4-star recommendation,

said in its review: A useful referencesource with lots of ideas andencouragement for those who areintending to start (or to continue) on apath of self-development.

Author : Douglas Miller


The ability to be positive is much morethan a genetic inheritance (you cantblame your parents for everything!)Trainer, writer and resource developerDouglas Miller specialises in positivemental attitude and firmly believes that

we can learn more positive approachesto life and work.

In this pocketbook he sets out a widerange of practical techniques,recommending that each person find theones that work for them. In anysituation, no matter whatthe circumstances, wecan choose how weare going to react.We frequentlychoose to do little

until its toolatethe tough partis to choose to act onthe opportunities.

Author : Ian Fleming


Another popular title from Ian Flemingon ways to manage difficult people andtheir problems.

The People Manager's Pocketbookusesa practical and effective

'Signs/Reasons/Solutions' structure.Problem areas include: the poorperformer, difficult individual, reluctantteam player, persistent late-comer, slowlearner, isolated individual andunsupportive boss. practical and richin common sense, reported

Management Todayjournal.

PEOPLE MANAGERS



ideas for dealing with

management and

supervisory situations

Ian Fleming


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PROJECT

MANAGEMENT


For team leaders and team

members, a pocketful of tips,

techniques and tools for efficient

and effective task management

Keith Posner &

Mike Applegarth

Authors : Keith Posner& Mike Applegarth

ISBN : 978 1 903776 87 2


The Project Management Pocketbookisa practical, step-by-step guide tomanaging a project through tocompletion. It looks at each key stageand identifies the managementtechniques that can be applied.

From objective-setting through toimplementation, the book stresses theimportance of good communication,teamworking and influencing skills. Alltoo often, books on this subject cover theprocess of project management and notthe people aspects. This Pocketbookaddresses both.



ISBN : 978 1 906610 15 9Pages : 112


Ladies and gentleman, unaccustomedas I am Be honest, weve all heardthem: dull, boring, over-long and, often,embarrassing speeches and presentations.

The Presentations Pocketbookis packed

full of tips and techniques for planning,structuring and delivering a polishedpresentation.

It is a good starting point for theinexperienced and a quickly assimilatedrefresher course for the more experienced.Included are sections on overcomingnerves, handling audience questions, andmaking the message memorable withvisual, hearing and feeling (VHF) support.

Included in this new edition is the story

of Max, a fictitious manager who isforced by circumstances to adopt aradically different style of presentationwith unexpected consequences! Anentertaining and informative parable.

John Townsend

PRESENTATIONS

Pocketbook



for making

presentations at

meetings and

conferences

of all kinds

21

PROBLEM SOLVING

Pocketbook


tools and techniques that

will open your mind to new

ideas and help you develop

creative solutions

Jonne Ceserani

Author : Jonne Ceserani

ISBN : 978 1 903776 04 9Pages : 128


The Problem Solving Pocketbookdetailsa set of tools and structures with which togenerate ideas, be creative when required,make choices when looking for new waysof working, and develop new solutions.

Ceserani begins by looking at perceptionsand how they can promote problem-solving. Models are used to comparestructured thinking with creativethinking. Techniques to become moreinnovative are listed and there is adescription of the roles andresponsibilities of those involved in theproblem-solving process.

Central to the book is the chapter onbehaviour and organisational climate. Itdescribes how to establish and maintain

climates and cultures that supportproblem-solving, how to generate ideas,how to make choices, how to evaluateresults and how to take action. Inconclusion Ceserani describes the 9-stepproblem-solving model that allows you tomanage the energy and creativity of anygroup of people.

PROBLEM

BEHAVIOUR

Pocketbook


and techniques to tackle

common behavioural

problems in the workplace

Angele na Boden

Author : Angelena Boden

ISBN : 978 1 870471 71 8Pages : 112


You will buyThe Problem BehaviourPocketbookwhether you like it or not!The bully is one of a number of badbehavioural types found in the workplace.

There are those that play the martyr (I

suppose Ill have to do it), those thatonly see things their way (described bythe author as Narcissists), saboteurswho do nothing (the so-called passive-aggressive types), persistent fault-finders,clams and chatterers, moaners, whiners,whingers and numerous others. Theauthor lists them all, identifies the likelycauses and effects and explains how toidentify and deal with the problems.Described by one book reviewer as a 20minute eye opener.

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SALES EXCELLENCE

Pocketbook



make the difference

between a no and a yes

response to your selling

Patrick Forsyth


ISBN : 978 1 870471 57 2Pages : 112


Key techniques to help maximise theeffectiveness of your next sales meeting.The Sales Excellence Pocketbookexplains how to make the right initialimpression, how to discover customerneeds, how to present the best possible

case and, crucially, how to closesuccessfully. Also gives tips andtechniques on how to prepare for thesales meeting and how to follow-upeffectively.

The Journal of International Selling andSales Management said of the book: Avery practical guide to adapting the salesapproach to specific customer needs.This Pocketbook could be regularly usedwith advantage by anyone engaged inselling.

Author : Kathy Daniels

ISBN : 978 1 903776 45 2Pages : 112


Have you ever wondered how to create amore satisfied workforce, reduceabsenteeism and employee turnover andincrease productivity? Then look nofurther.

The Reward Pocketbookshows thepros and cons of various approaches torewarding staff. It examines differentreward packages and ways you canensure your scheme is equal, fair andtransparent. It covers a broad spectrumfrom job evaluation systems and howthey help staff understand different jobbenchmarks to a number of financialincentive schemes and other benefitsimportant to employees. The authorhighlights the pitfalls of some schemes,using real case studies and offers adviceand guidance on packages that work.

If you want to attract the best, orsimply value and want to retain yourexisting people, or discover differentways of giving recognition, then this isthe pocketbook for you.

REWARD

Pocketbook


tools and techniques on

how to reward employees

and build loyalty, motivation

and productivity

Kathy Daniels

PSYCHOMETRIC

TESTING

Pocketbook


techniques on how workplace

testing can contribute positively

to recruitment and HR, and to

individual and team development

Dr Barry Cripps

& Dorothy Spry

Authors : Dr Barry Cripps& Dorothy Spry

ISBN : 978 1 903776 43 8


Psychometric testing helps employers toassess people, in a way which givesresults that are objective, systematic,reliable and valid. The PsychometricTesting Pocketbookoffers insight intohow these tests can improverecruitment, selection, promotion andassist organisational development.

The book takes a practical approach andis aimed at the non-specialist reader. Itexplains the process of test selection anddemonstrates, with the aid of casestudies, how some of the more populartests can be applied to achieve workplacesolutions.

In better understanding the uniquecharacteristics of its individuals,organisations are equipped to undertake

a range of actions, including buildingeffective teams, implementing changeand identifying future leaders. Thispocketbook not only benefits employers,but also provides employees with anunderstanding of what is involved incompleting such tests and how theresults can focus career counselling anddevelopment plans.


Authors : Max A. Eggert& Wendy Falzon

ISBN : 978 1 903776 06 3Pages : 112


The Resolving Conflict Pocketbookexplains what conflict is and whatcauses it, how to recognise signs ofconflict, how people react to it, how todevelop strategies for dealing with it,how to resolve difficulties and how to

deal with bullying and harassment.

Author Max Eggert admits that there isno magic formula for resolving conflict.However, he puts forward a process thatidentifies where you are in the conflictcycle, what to expect next and what youshould be working towards. In looking atconflict within the context ofpersonality, Eggert draws on the seminalwork of Myers Briggs.

Conflict and third party intervention

(mediation and arbitration) is anotherarea dealt with, as is team conflict andconflict between different elements of anorganisation (departments, operationalfunctions, etc).

RESOLVING CONFLICT

Pocketbook


techniques to identify and

understand the different

causes of conflict - between

individuals and within

teams - and how to reach

a positive resolution

Max A. Eggert &

Wendy Falzon

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SELF-MANAGED

DEVELOPMENT

Pocketbook



further your development

and put you in charge of

your career and your life

Fiona Elsa Dent

SALESPERSONS

Pocketbook

A pocketful of tools, tips and

techniques for sales people,

sales managers, customer

support staff, trainers

and all those in

direct business

development

Clive Bonny

Author : Clive Bonny

ISBN : 978 1 870471 92 3Pages : 128


All the techniques for successful sellingare here, from planning a sales campaignand prospecting for business through tomaking the sales pitch and developingcustomer relationships.

The Salesperson's Pocketbookis a clearconcise guide to improving sales results.The book follows an 8-stage model (TheDirect Sales Cycle) with each stage beingcovered in a separate chapter.

The author has extensive experience ofdirect sales UK and overseas, publicand private sector and of sales training.He combines both to good effect in thislively and highly visual Pocketbook.

Author : Fiona Dent

ISBN : 978 1 870471 66 4Pages : 112


The Self-managed DevelopmentPocketbookgives an overview of theincreasingly important process of self-managed development (SMD), in whichindividuals take responsibility for, andcontrol of, their own development.

The book looks at the reasons whySMD is growing in popularity and howit fits into the other organisationalprocesses. Attention is then turned tothe individuals role: raising self-awareness (using techniques such asskills audits, performance reviews andSWOT), reviewing self-perceptions (toincrease awareness of new possibilities)and, finally, action planning (settingobjectives and measuring commitmentand motivation).


A wardrobe-sizesubject brilliantly condensed

into a pocket-size bookLearning & DevelopmentManager, Ernst & Young


ISBN : 978 1 903776 83 4Pages : 112


There is only one opportunity to make agood start and this Pocketbook will helpnew managers do just that. Central toThe Starting in ManagementPocketbookare team skills creatingstaff loyalty and commitment, building

working relationships that areconstructive and creative, and forgingteams that are successful.

The author begins by definingmanagement, identifying the skillsrequired and highlighting the differentstyles of management. The importanceof reconnaissance and preparation priorto taking up the post is then dealt withbefore spotlighting the key issues facingmanagers on day one in the new job.

STARTING IN

MANAGEMENT



and techniques to give new

managers added confidence

and lay the foundations for

future success

Patrick Forsyth

STORYTELLING

Pocketbook


techniques and tools

on how to use stories

to inspire and

persuade people

Roger E. Jones

Author : Roger E. Jones

ISBN : 978 1 906610 40 1Pages : 112


People in business are conditioned tobelieve they must communicate in arational, objective and logical manner,without emotion, if their point is to beaccepted. The reality is, however, thatstories engage both hearts and minds

and are the most effective means toengage and persuade.

The Storytelling Pocketbookshowsreaders how to use stories to get theirideas across and make a deeperconnection with their audience.

With practical exercises throughout, thebook shows you how to create your ownstory frameworks, and explores thedifferent settings in which you mightuse them, eg to ignite organisational

change, to transfer knowledge, to buildbrands, to develop people.

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SUCCEEDING AT

INTERVIEWS

Pocketbook


and techniques to give

you confidence in

preparing for interviews

and assessment centres

Peter English

STRATEGY

Pocketbook

A clear and concise

introduction to strategy with

tips and techniques for

formulating and developing

a strategic plan

Neil Russell-Jones


ISBN : 978 1 903776 13 1Pages : 112


The Strategy Pocketbookintroducesstrategy in clear and concise terms. Itsets out the basics, explaining thelanguage of strategists, the factors thatshape and drive strategy, the key stepsthat will lead to the setting and

development of a strategy, and thestrategic tools that will be needed alongthe way.

Author Neil Russell-Jones MBA,chartered banker and member of theStrategic Planning Society, guides readersthrough the strategic planning process.His step-by-step approach begins withprimary analysis (of the business, itscompetition and markets) and thensecondary analysis (of what the businessis offering and what this implies).

Planning is the penultimate step,followed by implementation.

Numerous analysis tools are used bystrategists, including SWOT, PEST,scenario, core competency and criticalsuccess factor to name but a few. Russell-Jones, aided by clear graphics, describesthe more important tools.

Author : Peter English

ISBN : 978 1 903776 07 0Pages : 112


Succeeding at Interviews Pocketbookwill boost your confidence in preparingfor and attending job selectioninterviews (internal and external) andassessment centres. It explains theimportance of good preparation, what

research to carry out and how toanticipate what those advertising thepost are looking for. The importance ofrehearsals and visualisation is alsostressed.

Deep breathnow for the interview!There is advice on how to enter theroom, how to answer questions, whatquestions to ask and how to create apositive impression.

Employers are increasingly relying on

assessment centres to meet theirrecruitment needs. Such centres use arange of tools to test applicantssuitability, including psychometric tests,role play and group exercises. Eachdifferent type of test is described andthere is advice on how to prepare for andsuccessfully undertake them.


Author : Mary Richards

ISBN : 978 1 906610 09 8Pages : 128


Learning to manage stress at workbenefits both the individual and theorganisation. The Stress Pocketbookisfull of practical advice on ways to manageyour own stress, and how to help others.Emphasis is on what to do rather than

on theory.

The book was voted best of its kind bytheManagement Todayjournal in areview of similar publications. Itcommented: A user-friendly guide tostress management. The simple, quick-fire descriptions of common workplacesituations are useful. Well worth keepinghandy. Stress News said of thePocketbook: Although small, it managesto pack a tremendous amount of usefulinformation and tips into its seven

sections. A really useful adjunct to anystress management or stress counsellingprogramme. As it costs so little it couldbe included in the price of the course orsessions.

SUSTAINABILITY

Pocketbook

Tips, tools and

techniques to

develop and

embed sustainability

practices that generate

long-term benefits for all

Patricia Hind

Author : Patricia Hind

ISBN : 978 1 906610 52 4Pages : 112


Managing sustainability is becomingcritical to business success to meetingcustomer and stakeholder expectations.The Sustainability Pocketbookis formanagers who want to get involved inthis area but are not sure where to start

or what they can realistically do. Youmay not have direct responsibility forenvironmental issues within your job,but you can make a difference.

Starting by defining and demystifyingthe topic, the book sets out a model forsustainability within six main areas ofactivity (environment, workplace, supplychain, marketplace, stakeholders andcommunity). Full of useful frameworksand relevant topical cases from aroundthe world, it encourages you to challenge

current thinking and p

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