The Smart Manager's F.A.Q. Guide

Get immediate answers to your toughest workplace questions! In our information-flooded workplace, smart managers, supervisors, administrators, and executives need to get the right answers to their questions--in a hurry! The Smart Manager's F.A.Q. Guide is a handy reference that draws on a wealth of information from workshops, training sessions, and consulting interventions that have a proven track record. You'll get practical solutions to your toughest workplace questions such as: * How can I guarantee customer satisfaction? * What questions should I ask in an interview? * How do I deal with an angry employee? * What can I do to overcome resistance to change? * How can I get people to listen to me? * What are the best ways to praise or reprimand employees? * How can I produce an effective presentation? The Smart Manager's F.A.Q. Guide is specially designed to save you time and money. Don't wait for instructor-led training to answer your questions-just turn to this comprehensive, easy-to-follow guide. More than mere questions and answers, this book offers you concrete models that can be used in almost any management situation. "An excellent reference tool with a 'how to' approach to dealing with day-to-day management issues." --Rudolf Beilfuss, chief executive, Polaris International, an International Association of Accounting Firms

Introduction Anger Management How Can I Deal with an Angry Employee? Change What Is Change Leadership? What Is the Process of Change and Who Should Be Involved? How Can I Handle Resistance to Change? Cognitive Processes How Can I Counteract Negativity? How Can I Avoid Procrastination? What Can I Learn from a Failed Effort? Communication What Different Techniques Can Be Used in Conversation? How Can I Persuade People to Listen to Me? How Can I Better Prepare for Phone Calls? How Can I Write More Effective E-Mails? How Can I Use Different Styles to Communicate Effectively? How Can I Best Respond to Questions? How Can I Influence Others to Adopt My Ideas? Consultants How Can I Best Utilize Consultants? Customers What Are the Keys to Working with Customers? How Can I Use a Customer Profile to Serve Customers in Better Ways? How Can I Ensure That My Customers Are Satisfied? Interviewing What Kinds of Questions Should I Ask When Conducting an Interview? How Can I Prepare to Be Interviewed? Leadership What Are the Qualities of an Effective Leader? Meetings How Can I Make My Meetings More Effective? When Facilitating a Meeting, How Can I Deal with Problems? How Can I Handle Hostile or Disruptive Groups? Mentoring How Can I Be a Successful Mentor? What Are the Phases of the Mentoring Process? How Can I Use a Mentee Development Plan? Motivation How Can I Motivate Myself? How Can I Motivate My Direct Reports? Performance Appraisal What Is the Appropriate Way to Praise or Reprimand an Employee? How Can I Conduct an Effective Performance Appraisal? Presentation Skills How Can I Design an Effective Presentation? How Can I Create Effective Visuals? Problem Solving What Method Can I Use to Define Problems? How Can I Work Through a Problem? What Methods Can I Use to Generate Solutions for Problems? Résumé Writing How Can I Create an Effective Résumé? Retention and Termination How Can I Retain Employees? How Should I Handle Termination of an Employee? Selling How Can I Improve My Sales Techniques? Sexual Harassment What Should I Know About Sexual Harassment? Stress Management How Can I Manage Stress? Supervisory Skills What Skills and Knowledge Do I Require As a Supervisor? Teams How Can I Build Strong Teams? What Can I Do to Help My Team Communicate Better? Time Management How Can I Evaluate How I Spend My Time? Additional Resources About the Author