Annotation Terry Gillen's practical guide explains everything managers need to know about finding and winning new business, both from existing and new customers. The author shows them how to improve their skills in the areas of selling, negotiating, writing proposals, making presentations in support of a tender, working with business partners and providing the kind of service that will enable them to keep customers once they have won them.
Terry Gillen offers advice on assertiveness which will help you feel naturally confident, enjoy the respect of others and easily establish productive working relationships, even with 'awkward' people.
How many of your attempts to influence others pass Terry Gillen's TSR Test (That Sounds Reasonable)? This work, originally published as Positive Influencing Skills, is now updated and revised, showing the reader how to get what they want easily and effectively. It examines: how to overcome bad behavioural habits; persuading, probing and listening - the behaviours people value and how you can use them; how to understand body language; how to influence groups of people; constructive criticism; handling people who cause delays; and how to resist other people's attempts to manipulate you.
20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.
Terry Gillen proposes that practical leadership is about orchestrating better performance - not by coercion or pulling rank but by creating the conditions so that people want to perform better. Hyperbole and abstract theories are cast aside in favour of ideas that can be put into action immediately.
Are you confident that your performance management and appraisal systems are used to their full potential? Packed with practical techniques and easy-to-use exercises, handouts and facilitators' notes, this toolkit provides an effective way to train your managers efficiently and effectively. And to support the implementation of your performance management and appraisal system, this toolkit also provides: guidance on setting up your own appraisal system; sample appraisal documentation; advice on making the case for appraisals; and, a customisable PowerPoint presentation.
Over 40 of John Adair's learning exercises are updated by Terry Gillen and re-issued in this comprehensive flexible resource. The exercises are presented in four categories - construction, discussion, thinking and activity - and provide realistic and challenging tasks that encourage participants to focus on the core people management skills and processes.
Between listening, debating, persuading, explaining, and inspiring, some form of interpersonal contact makes up a large portion of every employee's workday. Without the skills needed to work well with others in a face-to-face situation, no one would be able to get any work done! Here to help is The Interpersonal Skills Toolkit. Loaded with thirty-six exercises designed to give trainers an edge in instructing employees in the art of effective communication, this book goes beyond the basics, and provides lessons on: * Resisting subtle manipulation * Resolving big differences of opinion on matters such as policy or strategy * Defusing other people's anger This book gives trainers and managers the edge they need in enhancing communication among coworkers. Author Terry Gillen is a consultant, trainer and author. He is a Fellow of the Chartered Institute of Personnel and Development and a Member of the Institute of Management.
This resource gives trainers everything they need to deliver a workshop that trains managers in appraisal and performance development. Using 35 exercises, trainers are given the tools they need.
Organisations employ a wide range of appraisal systems. Some are very manager-led where the appraiser writes the documentation and shares it with the appraisee. In others, the appraiser's role is to help the appraisee evaluate their contribution to organisational performance. Whatever your appraisal experience, there will be one constant - the effectiveness of the appraisal discussion determines the effectiveness of the whole appraisal system. This book shows you how to make appraisals a productive and motivating experience for all levels of performer - and help your own credibility in the process. Practical advice is given on: - assessing performance fairly and accurately - using feedback, including constructive criticism and targeted praise, to improve performance - handling 'difficult' appraisees - encouraging and supporting reluctant appraisees - setting, and gaining commitment to, worthwhile objectives - avoiding common appraiser problems from inadvertent bias to 'appraisal speak' - identifying ways to develop appraisees so they add value to the organisation.
The Toolkit can either be taught on each separate element or as linked skills. It contains: 29 practical exercises designed to help you develop skills. The exercises can be used for on-the-job training or for incorporating into existing training programmes; ready-made sample programmes, each dealing with a specific issue to guide you through common pitfalls; useful and informative handouts to support the activities and aid understanding; a self-audit to check current skills levels; and, information on post-exercise learning processes to sustain transfer of skills to the workplace. All of the tools are provided electronically so that you can customise a training course to suit your own requirements, saving hours of preparation time and allowing your course to remain fresh, engaging and highly professional.
A collection of group and individual training activities that help trainers improve their employees' crucial management skills. The activities will introduce and teach leadership, teamwork, interpersonal communication, rational and creative thinking and problem solving among others.
Flatter organizations, decentralized authority, changing technology, obsolete skills, downsizing, retraining, outplacement - these are common features of today's business environment. Against such a background, success depends increasingly on the personal credibility of individual managers. In this timely book, Terry Gillen explains how an assertive style of management can dramatically improve effectiveness. He sets out the principles and benefits of assertive behaviour and shows how to apply assertiveness techniques in everyday management situations." "Part I places assertiveness in the context of the modern manager's job, illustrates the three main types of behaviour and describes a method of harnessing emotional energy to ensure the desired results." "Part II shows how to handle a range of management problems, including aggressive bosses or colleagues, receiving/giving criticism, disciplining staff, resolving conflict and controlling stress. Each chapter contains examples of the particular problem, guidance on how to deal with it assertively and a summary for rapid reference." "This is above all a practical book. Do you, asks the author, want to be the kind of manager who motivates his or her team to achieve their objectives, inspires loyalty in subordinates, earns the respect of colleagues, is held in high esteem by senior management, feels self-confident at work?" "If so, you are ready to benefit from developing your assertiveness - with Terry Gillen's help."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.
Terry Gillen offers advice on assertiveness which will help you feel naturally confident, enjoy the respect of others and easily establish productive working relationships, even with 'awkward' people.
Psychosocial health is a fundamental element of all human health and well-being. Psychological, emotional, and social factors interact to influence peoples’ occupational lives, in turn influencing psychosocial health. Occupational therapists practicing in contemporary health and social sectors require the knowledge, attitudes and skills to identify and address these psychosocial factors. The classic and renowned, Bruce & Borg’s Psychosocial Frames of Reference: Theories, Models, and Approaches for Occupation-Based Practice, Fourth Edition by Drs. Terry Krupa, Bonnie Kirsh, and their contributors, examines psychosocial models of practice and their application across a wide range of practice areas in occupational therapy, instead of being singularly focused on practice areas of the needs of people living with identified mental illnesses. Efforts have been made to highlight the relevance of specific models to practice for people with mental illnesses, particularly where the issues experienced by this group have historically been poorly addressed. The authors have also organized models and practice approaches according to the level at which they intervene to create change – occupation, person, environment, and transdisciplinary levels. As their central domain of concern, the first group of occupational models or approaches have a focus on “what people do” in their daily lives. A second group of models reflect those that intervene at the level of the person. This group understands strengths and problems in occupation as evolving largely from features or qualities of the individual, and the therapeutic processes suggested are directed to changing or building upon these features. A third group of models and approaches focus on the psychosocial context and environment to elicit and enable a positive change in occupation. In some cases, these environmental models expand commonly-held, narrow definitions of “clinical” practice to encourage occupational therapists to engage in population-level practices. Finally, a small group of models of practice are labeled as transdisciplinary. Transdisciplinary models provide ways to develop conceptualizations of psychosocial practice issues, practice language, and approaches that are shared across disciplinary boundaries. New in the completely updated Fourth Edition: Contains models and practice approaches that are useful in enabling occupational therapists to address psychosocial concerns relevant to human occupation Explores the psychological, emotional, and social experiences of humans carried out in context and their linkages to occupational engagement and well-being Puts forward practice models that focus on person-level aspects of occupation in psychosocial practice Examines transdisciplinary models and their relationship to psychosocial occupational therapy concepts and practices Presents well established models and frameworks that focus on population and contextual level factors relevant to psychosocial occupational therapy practice Discusses occupational therapy intervention approaches flowing from these models, relevant tools and practices, and, where available, the supporting evidence-base Included with the text are online supplemental materials for faculty use in the classroom. With its updated models and a wide range of practice areas, Bruce & Borg’s Psychosocial Frames of Reference: Theories, Models, and Approaches for Occupation-Based Practice, Fourth Edition is the perfect resource for the occupational therapist student, faculty, and clinician or any practitioner in psychosocial and mental health.
Most Cavaliers fans have taken in a game or two at John Paul Jones Arena, have seen highlights of Ralph Sampson, and remember the 1981 and 1984 Final Four appearances. But only real fans know about the dominance of Jim Bakhtiar, the significance of Carl Smith's contributions, or which game featured the largest comeback in UVA history. 100 Things Virginia Fans Should Know & Do Before They Die is the ultimate resource for true fans of the Virginia Cavaliers. Whether you’re a die-hard booster from the days of Terry Holland or a recent supporter of the team, these are the 100 things every fan needs to know and do in their lifetime. Cavaliers writer Brian J. Leung has collected every essential piece of Cavaliers knowledge and trivia, as well as must-do activities, and ranks them all from 1 to 100, providing an entertaining and easy-to-follow checklist as you progress on your way to fan superstardom.
Terry Gillen proposes that practical leadership is about orchestrating better performance - not by coercion or pulling rank but by creating the conditions so that people want to perform better. Hyperbole and abstract theories are cast aside in favour of ideas that can be put into action immediately.
#1 New York Times bestselling author Terry Goodkind reinvents the thriller with a provocative, page-turning walk among evil. Kate Bishop thought she was an ordinary woman living and working in Chicago. But when she unexpectedly finds herself in the middle of a police investigation into a brutal murder, Kate makes a shocking discovery: she has the ability to identify killers just by looking into their eyes. Trying to grasp the implications of this revelation, Kate is drawn deep into a world of terror. She is tracked down by Jack Raines, a mysterious author with shadowy connections to those who share her ability. He tells Kate that her unique vision also makes her a target, and only he can help her. Now, hot on Jack and Kate’s heels are a force of super-predators, vicious and bloodthirsty killers who will stop at nothing until Kate is dead. But even as she fights for her life, Kate still isn’t sure if Jack is really her salvation, or another killer coming to slaughter her. An explosive mix of action and suspense, Nest is a landmark new novel from worldwide bestselling author Terry Goodkind, and a complete reinvention of the contemporary thriller. Travel with Goodkind on a dangerous journey to the back alleys of the darknet, to the darkest corners of our minds, and to the very origins of what it is to be human.
Had Elizabeth "Bess" Clements Abell (1933–2020) been a boy, she would likely have become a politician like her father, Earle C. Clements. Effectively barred from office because of her gender, she forged her own path by helping family friends Lyndon and Lady Bird Johnson. Abell's Secret Service code name, "Iron Butterfly," exemplified her graceful but firm management of social life in the Johnson White House. After Johnson's administration ended, she maintained her importance in Washington, DC, serving as chief of staff to Joan Mondale and cofounding a public relations company. Donald A. Ritchie and Terry L. Birdwhistell draw on Abell's own words and those of others known to her to tell her remarkable story. Focusing on her years working for the Johnson campaign and her time in the White House, this engaging oral history provides a window into Abell's life as well as an insider's view of the nation's capital during the tumultuous 1960s.
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