Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.


Two Additional e-Books from the authors of  That's Customer Focus!

Available in e-book

Management Training: By The Book I

All of the courses in these books range from 30 minutes to to 2 hours to complete and are presented in an easy to read, straight-forward fashion.

These courses include:

Whether you are a manager, supervisor or team leader, you will find the courses offered in this e-book to be of great value.

Management Training: By the Book I

This 275 page (8.50 X 11) e-book contains 12 excellent 1 to 2 hour courses on the following topics:

  1. Qualities of Leadership
  2. Adaptive Leadership
  3. Goal setting and Feedback
  4. Empowerment and Motivation
  5. Coaching
  6. Listen Up! – How to Really Listen
  7. Straight Talk- Making Your Point
  8. Managing Difficult Situations
  9. Managing Conflict
  10. Managing Change
  11. Team Building Skills
  12. Conducting Performance Evaluations

For more information on these topics click here.

Download your copy for the incredible price of  US $19.97.

When you purchase this e-book you also get a 60 day money back guarantee which is as follows: "ClickBank sells this product - they are a trusted online retailer specializing in digitally delivered products.". ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time."

Management Training: By the Book II

This 200 page (8.50 X 11) e-book contains 13 valuable 1 to 2 hour courses on the following topics:

  1. Strategic Planning
  2. Reward and Recognition Programs
  3. Conducting Career Discussion
  4. Effective Interviewing
  5. Facilitating Group Dynamics
  6. Get off my back! Is your manager a micro-manager?
  7. Group Decision Making
  8. Conducting a Job Analysis
  9. Meeting Management
  10. Orientation Programs
  11. Making Effective Presentations
  12. Self Directed Work Teams: An Overview
  13. Time Management

For more information on these topics click here.

Download your copy for the incredible price of  US $17.97 . Get your copy today.   Click here to buy now!

When you purchase this e-book you also get a 60 day money back guarantee which is as follows: "ClickBank sells this product - they are a trusted online retailer specializing in digitally delivered products.". ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time."

Below is a detailed summary of what is covered in each of these great courses.

In Management Training: By the Book

Qualities of Leadership

We all know when we're around one. Leaders have that something special that galvanizes the workplace, excites employees and makes work truly rewarding. Learn the qualities of an effective leader based on dozens of documented models and case studies. Through this course you will be able to:

This course takes approximately 1.45 hours to 2 hours to complete.

 

Adaptive Leadership

This course describes how managers can assess the individual needs of their staff based on their level of "self-directedness" and use the most appropriate leadership style to maximize the effectiveness of their employees’ performance. Managers can use Adaptive Leadership to make their employees more productive and to provide a more satisfying work environment. At the same time, managers who effectively apply this technique will find they have more time to attend to their own priorities. It's a win-win for the employee, the manager and the company. Through this course you will be able to:

This course takes approximately 1.45 hours to 2 hours to complete.

 

Goal setting and Feedback

Goal Setting and Feedback is critical if you are to constantly improve your personal performance, your employees' performance and the performance of your company overall. Goal Setting keeps you focused forward towards constant improvement. This course covers specific steps on setting effective goals with employees and teams. Also explains the best approaches for providing positive feedback and providing constructive negative feedback.

This course takes approximately 1.30 hours to 1.45 hours to complete.

 

Empowerment and Motivation

As a manager or supervisor one of your most challenging responsibilities is to keep your employees motivated to do the best job they can. The key for managers is the ability to assess motivational levels and to understand what he/she can do to motivate–or at least avoid de-motivating an employee. Through this course you will be able to:

This course takes approximately 1.45 hours to 2 hours to complete.


Coaching

From the sports arena to the shop floor or office cubicle, by far one of the most essential skills that a leader can have is the ability to coach others. It should come as no surprise that excellent managers and supervisors are also excellent coaches. They ensure that each individual’s development is aligned with the Organization and the department/team vision and goals. The most effective way to do this is by employing highly effective and structure coaching practices. This course will help you to enhance your effectiveness as a coach. Through this course you will be able to:

This course takes approximately 1.30 hours to complete.

 

Listen Up! – How to Really Listen

Effective communication is crucial to the success of any business. Listening is often the forgotten communication skill. It's assumed that if we can hear – we can listen. But listening is a choice. If not exercised properly you severely hamper your ability to communicate effectively with coworkers and others. Through this course you will be able to:

This course takes approximately 1 hour to complete.

 

Straight Talk- Making Your Point

Have you ever been in a conversation with someone at work and they're trying to explain a problem to you but they're all over the board and you can't tell what they're saying? Are they telling you something? Asking you something? We've all been in these conversations. They're frustrating, confusing and often lead to unnecessary work or missed opportunities. And, let's admit it, we've also been the one that couldn't get the message straight to begin with. This type of communication goes on in every business everyday. If you're effective at communicating and making your point you'll get far more accomplished and people will be more likely to listen to you. Through this course you will be able to:

 This course takes approximately 1 hour to complete.


Managing Difficult Situations

As manager or supervisor you are going to run into countless scenarios where you have to pull some magic out of your hat (or at least be good with smoke and mirrors). You've got to deal with individual problems, mass mutinies, as well as your own problems. When those challenging situations arise, you can't react haphazardly. You need to approach the situation with a logical way of diagnosing the problem and coming up with a plan to change an individual or group's behaviour. Not an easy task. Through this course you will be able to:

This course takes approximately 1.45 hours to 2 hours to complete.

 

Managing Change

Look at the business section in today's newspaper and you're likely to read about a few of the ways companies are "positioning themselves in their competitive market:" Down-sizing, mergers, restructuring, making incredible leaps with technology - whatever the motive or means what it all boils down to is change. The dynamics of change deals with the human reaction to change. The mechanics of change focus on designing processes that ensure changes occur effectively within an organization. The course presents steps managers can take to reduce employee resistance to change. Also offers suggestions on how managers can promote an expectation of constant change and improvement. Through this course you will be able to:

The course takes approximately 1 hour to 1:30 to complete.


Managing Conflict

Without a doubt, the most damaging, counterproductive dynamic in the workplace is conflict. Not just any conflict, but personal conflict. Largely because it's so common. You just can't put groups of people together and expect them to always play nice. A little conflict can be a productive catalyst for some groups to take action or to reexamine decisions and their work environment. But if left unattended it will likely spread like a weed. The impact conflict can have on productivity, morale and turnover is staggering. As a manager you need to know how to manage both. This course provides techniques and tips for managing conflict effectively. Through this course you will be able to:

 This course takes approximately 1 hour to 1:15 to complete.


Team Building Skills

Group / Team dynamics can exert a powerful influence on the productivity and motivation of employees. If you as a manager or supervisor know how to anticipate and react to those dynamics you can increase your employees’ productivity while decreasing money and time lost on interpersonal problems. This course describes what constitutes a team, techniques for managers to assess the level of "teamwork" and cooperation among their staff and it provides simple techniques to promote team building. Through this course you will be able to:

This course takes approximately 1:30 to 2 hours to complete.

 

Conducting Performance Evaluations

The performance evaluation process is an important component in managing the performance of your employees. For managers, the formal process of performance evaluations forces them to think critically and constructively about their employees' performance. The course describes what managers should do before, during, and after evaluations to make them an effective tool for performance management. Through this course you will be able to:

This course takes approximately 1 hour to 1:15 to complete.

 

In Management Training: By the Book II


Strategic Planning

Strategic Planning is arguably the most critical of executive management responsibilities. It's really more than a "skill" - it's your assurance to employees, customers, and stockholders (if you have them) that you plan on being here tomorrow to meet their expectations. As important as strategic planning is, few companies have a standardized approach to developing and deploying their plan.  Upon completion of this course, you will be able to:

This course takes approximately 1:15 hours to 1:30 hours to complete.


Reward and Recognition Programs

Reward and Recognition programs are one important facet in providing employees with a satisfying, motivating work environment. Satisfied, motivated employees mean fewer problems for managers and more time to deal with other priorities. Many companies attempt R&R programs - but designed incorrectly they can actually have a detrimental effect on employees. Upon completion of this course, you will be able to:

This course takes approximately 25 to 30 minutes to complete.


Conducting Career Discussion

As a manager or business owner you'll face the challenge of finding and keeping good employees. In a booming economy good candidates may jump from job to job just for the salary increase. Even if they don't - you can bet your competition will at least find ways to tempt them! While every person must take ultimate responsibility for their career as a manager you should be capable of providing effective career guidance. Upon completion of this course, you will be able to:

This course takes approximately 20 to 30 minutes to complete.


Effective Interviewing

Interviewing is not only the skill of choosing the right candidate for a job – it's avoiding the wrong one! There are some key points to interviewing that every manager must know. This course explores these key points. Upon completion of this course, you will be able to:

This course takes approximately 1 hour to 1 hour and 15 minutes to complete.


Facilitating Group Dynamics

We've all been in meetings where a topic is being discussed on the surface but just below the surface there's a powerful struggle going on. Participants square off defending their own ideas, assertive members take up the most time while less assertive ones never share their ideas, decisions are made that no one really commits to, the group goes off on tangents and never seems to make progress towards the meeting objective – if one is even defined. Who's directing the process? The amount of time, energy and money wasted during ineffective meetings is staggering. This module will provide you with tips on how to manage both the content and process of a meeting. Upon completion of this course, you will be able to:

The course takes approximately 55 to 65 minutes to complete.


Get off my back! Is your manager a micro-manager?

One of the most common criticisms of management is that employees feel their manager spends too much time policing their work, asking questions, following up, interrupting etc. Basically micro-managing. As a manager you're in a no win situation. An employee's need for direction and supervision fluctuates based on the task at hand, the employee's stage of development and motivation and their confidence. Of course you're expected to know exactly the right amount of "management" to provide every time!  Upon completion of these course, you will be able to:

The course takes approximately 30 minutes to 45 minutes to complete.


Group Decision Making

When the responsibility for a decision is spread across members of a group the effectiveness of the decision making process can be severely corrupted. While the group enjoys a sense of unity and consensus, powerful underlying dynamics may have steered them into the wrong decision. Though typically associated with larger companies the impact is no less a hazard to small companies. This topic is a must for any manager who needs to gather input from other sources when making important decisions or when a group is faced with making a significant decision. Upon completion of this modules, participants will be able to:

The course takes approximately 1:15 hours to 1:30 hours to complete.


Conducting a Job Analysis

A job analysis is the process of identifying the actual responsibilities (tasks, attitudes, skills and work environment) related to a job. Most managers would say; "I know what each job entails. I don't need to do a job analysis." or "Everybody just does everything." That may seem to be working, but truth is, you could manage a lot more efficiently if you knew specifically what each job entailed. Upon completion of this course, you will be able to:

The course takes approximately 30 minutes to 45 minutes to complete.


Meeting Management

Most managers would agree they spend too much time in meetings and not enough time doing real work. Meetings are supposed to be the launching pad for making decisions and planning. Instead they become black holes of productivity. Ironically, when productivity drops, a meeting is called to find out why. The whole thing becomes a vicious cycle. Upon completion of this course, you will be able to:

The course takes approximately 50 minutes to 60 minutes to complete


Orientation Programs

The first few weeks can make or break a new hire. If they don't receive a good orientation to their new job responsibilities they will become demoralized and you'll be left fixing their mistakes. Your intent should be to get them up and running on their own as soon as possible so you can get back to other priorities. Upon completion of this course, you will be able to:

The course takes approximately 30 minutes to 45 minutes to complete.


Time Management

There's a limit to how much time you can throw at your business or job. If you keep going in earlier and getting home later, after awhile you're going to get burned out. As the old saying goes you have to work smarter, not harder. Time management skills are the key to getting more done and delivering quality results in a reasonable timeframe. Upon completion of this course, you will be able to:

The course takes approximately 1 hour to 1:30 hours to complete.


Self Directed Work Teams: An Overview

This course is only intended to familiarize you with SDWTs so you can decide if your department would like to pursue them. Upon completion of this course, you will be able to:

The course takes approximately 45 to 50 minutes to complete.


Making Effective Presentations

If you aspire to higher positions of responsibility, along your career path, you'll no doubt be required to make presentations. They may be few, they may be informal or it may become a regular part of your job to stand in front of hundreds of people. The ability to speak effectively in public speaking is a powerful asset – one that's very often equated with leadership. Your ability to influence others is directly tied to the effectiveness of your presentation skills. Upon completion of this course, you will be able to:

The course takes approximately 45 to 60 minutes to complete.



Whether you are a new manager or supervisor or you are looking for new ideas and approaches, or you need a refresher, I am certain that you will learn something new which will help you to improve your skills. There is no risk and a great deal that you can gain.  


So why not purchase your copy today?


To Purchase and Download Management Training By The Book Click here.


To Purchase and Download Management Training By The Book II Click here.



Management Training: By The Book II

These two great e-books show you how to use proven best practices in management and supervision. These are essential supervisory skills needed for enhancing the performance of your employees. A must as to sharpen your organization’s customer focus.

The courses offered in these books are based on proven concepts that we have been offering in our classroom training programs for over 20 years. And...

Whether you need a refresher or you are new to a position, these books are a tremendous value as you will pay a fraction of what it would cost to get this training either online or in the classroom.


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