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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
Ready-to-use Activities 29
Trainers Red Pocketfile of
Ready-to-use Activities 29
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
Pocketbook2nd Edition
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 33 9Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 01 8Pages : 128Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips, tools
and techniques to enable
coaches, L&D specialists
and managers facilitate
transformational change
Dorothy Spry
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Management Pocketbooks Freephone: 0800 028 6217 (UK only) 7
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
Price : 8.99 (Paperback or e-Book)
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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
Pages : 112Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
tools and techniques
for anyone working or
doing business abroad
John Mattock
Author : John Mattock
ISBN : 978 1 870471 73 2Pages : 112
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
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
Pocketbook2nd Edition
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
Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 870471 76 3Pages : 112Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips, tools
and techniques on how to
delegate successfully an
approach that saves time,
improves results and
increases job satisfaction
Jon Warner
Author : Jon Warner
ISBN : 978 1 903776 91 9Pages : 112Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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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Management Pocketbooks Freephone: 0800 028 6217 (UK only) 9
DISCIPLINE &
GRIEVANCE
Pocketbook
A pocketful of tips, tools
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
Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
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
Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 906610 42 5Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 906610 14 2Pages : 128Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips, tools
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
Pages : 112Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks FAX: +44 (0)1962 73363710
Author : Mike Pezet
ISBN : 978 1 906610 12 8Pages : 128
Price : 8.99 (Paperback or e-Book)
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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Management Pocketbooks Freephone: 0800 028 6217 (UK only) 11
FLEXIBLE
WORKPLACE
Pocketbook
A pocketful of tips, tools
and techniques on how
to choose, implement,
support and evaluate
flexible work practices
Anne Dicken s
HANDLING
COMPLAINTS
Pocketbook
A pocketful of tips, tools
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
e-Bo
ok
only
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IMPROVING
PROFITABILITY
Pocketbook2nd Edition
A pocketful of practical
advice on how to measure
and improve your
business performance
Anne H awkins
& Clive Turner
IMPROVING EFFICIENCY
Pocketbook2nd Edition
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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.
Authors : Anne Hawkins& Clive Turner
ISBN : 978 1 903776 94 0Pages : 112
Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks E-mail: [email protected]
Authors : Ruth Sangale& Philippa Webster
ISBN : 978 1 903776 82 7
Pages : 128Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
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
Pocketbook2nd Edition
A pocketful of tips, tools
and accelerated learning
techniques to help
anyone involved in the
learning process get
the most from it
Paul Haydenforeword by Tony Buzan
LEADERSHIP
Pocketbook2nd Edition
A pocketful of tips and
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
A pocketful of tips,
techniques and tools for
those who want to keep
and develop business
with important customers
Roger E. Jones
Author : Roger E. Jones
ISBN : 978 1 870471 42 8Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 906610 46 3Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 36 0Pages : 128Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks FAX: +44 (0)1962 73363714
Author : Mike Clayton
ISBN : 978 1 906610 03 6Pages : 128Price : 8.99 (Paperback or e-Book)
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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Authors : Anne Hawkins& Clive Turner
ISBN : 978 1 870471 33 6Pages : 112Price : 8.99 (Paperback or e-Book)
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
A pocketful of practical
advice on how to manage
and improve the flow of
cash into and out
of your business
Anne Hawkin s
& Clive Turner
Management Pocketbooks Freephone: 0800 028 6217 (UK only) 15
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
ISBN : 978 1 903776 48 3Pages : 96Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 906610 05 0Pages : 112Price : 8.99 (Paperback or e-Book)
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.
Authors : Anne Hawkins& Clive Turner
ISBN : 978 1 870471 34 3Pages : 112Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips, tools and
techniques on recruiting successful
people through a properly
planned and implemented
recruitment strategy
Stewart Wright
& John SpontonAndy Cross
MANAGING CUSTOMER
SERVICE
Pocketbook
A pocketful of tips, tools and
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
Pocketbook3rd Edition
A For those managing
change & those
undergoing change, a
concise description of the
change process, its
problems & the solutions
Author : Neil Russell-Jones
ISBN : 978 1 906610 39 5Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 92 6Pages : 112Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks E-mail: [email protected]
John Townsend
MANAGING DIFFICULT
PARTICIPANTS
Pocketbook2nd Edition
A pocketful of tips
on how to handle
challengers at training
courses and meetings
Author : John Townsend
ISBN : 978 1 906610 29 6Pages : 96Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips and
techniques to help organisers
and participants make their
meetings succeed
Patrick Forsyth
Author : Patrick Forsyth
ISBN : 978 1 903776 27 8Pages : 112
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
techniques and tools to
help you enjoy a good
working relationship
with your boss and other
senior people
Patrick Forsyth
17
MARKETING
Pocketbook3rd Edition
A pocketful of tips, techniques
and tools for all those involved in
the marketing process - research,
strategy, planning and tactics
Neil Russell-Jones
Author : Neil Russell-Jones
ISBN : 978 1 903776 29 2Pages : 128
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips and
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
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
techniques and tactics
to help you negotiate
the best deal
Patrick Forsyth
MOTIVATION
Pocketbook2nd Edition
A pocketful of tips,
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
Pocketbook3rd Edition
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
ISBN : 978 1 906610 20 3Pages : 128Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 906610 28 9Pages : 104Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 96 4Pages : 128Price : 8.99 (Paperback or e-Book)
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
Management Pocketbooks FAX: +44 (0)1962 73363718
Author : Patrick Forsyth
ISBN : 978 1 870471 84 8Pages : 112Price : 8.99 (Paperback or e-Book)
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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Management Pocketbooks Freephone: 0800 028 6217 (UK only)
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
A pocketful of tips,
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
Price : 8.99 (Paperback or e-Book)
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
tools and techniques
to help you give your
life direction, achieve your
personal definition of
success and enrich your life
Paul Hayden
PERFORMANCE
MANAGEMENT
Pocketbook
A pocketful of tips,
tools and techniques
that will enable
individuals, teams and
organisations to excel
Pam Jones
Author : Pam Jones
ISBN : 978 1 870471 65 7Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 870471 72 5Pages : 96Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 903776 32 2Pages : 112Price : 8.99 (Paperback or e-Book)
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
ISBN : 978 1 870471 74 9Pages : 112Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
A pocketful of practical
ideas for dealing with
management and
supervisory situations
Ian Fleming
Management Pocketbooks E-mail: [email protected]
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PROJECT
MANAGEMENT
Pocketbook2nd Edition
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks Freephone: 0800 028 6217 (UK only)
Author : John Townsend
ISBN : 978 1 906610 15 9Pages : 112
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
tools and techniques
for making
presentations at
meetings and
conferences
of all kinds
21
PROBLEM SOLVING
Pocketbook
A pocketful of tips,
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
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips, tools
and techniques to tackle
common behavioural
problems in the workplace
Angele na Boden
Author : Angelena Boden
ISBN : 978 1 870471 71 8Pages : 112
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
techniques and tools to
make the difference
between a no and a yes
response to your selling
Patrick Forsyth
Author : Patrick Forsyth
ISBN : 978 1 870471 57 2Pages : 112
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips,
tools and techniques on
how to reward employees
and build loyalty, motivation
and productivity
Kathy Daniels
PSYCHOMETRIC
TESTING
Pocketbook
A pocketful of tips, tools and
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
Pages : 128Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks FAX: +44 (0)1962 73363722
Authors : Max A. Eggert& Wendy Falzon
ISBN : 978 1 903776 06 3Pages : 112
Price : 8.99 (Paperback or e-Book)
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
A pocketful of tips and
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
A pocketful of tips,
techniques and tools to
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
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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).
Management Pocketbooks Freephone: 0800 028 6217 (UK only) 23
A wardrobe-sizesubject brilliantly condensed
into a pocket-size bookLearning & DevelopmentManager, Ernst & Young
Author : Patrick Forsyth
ISBN : 978 1 903776 83 4Pages : 112
Price : 8.99 (Paperback or e-Book)
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
Pocketbook2nd Edition
A pocketful of tips, tools
and techniques to give new
managers added confidence
and lay the foundations for
future success
Patrick Forsyth
STORYTELLING
Pocketbook
A pocketful of tips,
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
Price : 8.99 (Paperback or e-Book)
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.
Apr il 2013
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SUCCEEDING AT
INTERVIEWS
Pocketbook
A pocketful of tips, tools
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
Author : Neil Russell-Jones
ISBN : 978 1 903776 13 1Pages : 112
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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.
Management Pocketbooks E-mail: [email protected]
Author : Mary Richards
ISBN : 978 1 906610 09 8Pages : 128
Price : 8.99 (Paperback or e-Book)
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
Price : 8.99 (Paperback or e-Book)
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