SupportIndustry.com - Required Reading

Keeping Employees Accountable for Results: Quick Tips for Busy Managers by Brian Cole Miller

Keeping Employees Accountable for Results contains checklists, how-tos, and other tools to manage performance on an ongoing basis. The book gives busy managers quick, step-by-step advice on: * Setting expectations * Monitoring progress * Giving feedback * Following through.

Light on theory and heavy on practical application, Keeping Employees Accountable for Results gives time-pressed managers the proven, practical information they need to help their people accomplish more.

[More About This Book] Jul-18-2010

Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh

The visionary CEO of Zappos explains how an emphasis on corporate culture can lead to unprecedented success. Pay new employees $2000 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too. Sound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over $1 billion in gross merchandise sales every year. Ultimately, the book shows how using happiness as a framework can produce profits, passion, and purpose both in business and in life.

[More About This Book] Jul-11-2010

Service Innovation: How to Go from Customer Needs to Breakthrough Services by Lance Bettencourt

True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.

[More About This Book] Jul-04-2010

Management Rewired: Why Feedback Doesn't Work and Other Surprising Lessons from the Latest Brain Science by Charles S. Jacobs

As Charles Jacobs explains, much of the conventional wisdom taught to managers is not only inadequate, it produces the opposite of what is intended. The better path is frequently counterintuitive. For example, it turns out that pay doesn't really drive performance. When we do work that's inherently engaging, the neurotransmitter dopamine is released, creating feelings of pleasure not unlike a cocaine high. But when we work primarily for money, the dopamine isn't triggered and it's harder to stay motivated.

Once we understand the lessons of neuroscience, we can create more effective strategies, inspire people to maximize their potential, and overcome the biggest hurdle to improving business performance-making change stick.

[More About This Book] Jun-20-2010

Nice Teams Finish Last: The Secret to Unleashing Your Team's Maximum Potential by Brian Cole Miller

Don't rock the boat. Don't make waves. Don't offend anyone. There's a palpable feeling that clouds many team meetings and keeps them from being productive: over-politeness. And while the conflict that naturally exists in most organizations hasn't gone away, it manifests itself in passive aggression, mediocrity, and a molasses-like inability to get anything done. "Nice Teams Finish Last" provides the antidote to this all too common tendency, giving managers, team leaders and members, and facilitators the practical exercises and assessment tools they need to battle 'the nice trap' and start getting results! The book helps readers encourage skills such as constructive criticism, honest communication, and the kind of conflict that drives innovation and quality.

[More About This Book] Jun-13-2010

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