Détail de l'éditeur
Berrett-Koehler Publishers |
Documents disponibles chez cet éditeur (473)
Ajouter le résultat dans votre panier Faire une suggestion Affiner la recherche
Titre : A Complaint Is a Gift Ed. 3 Type de document : e-book Auteurs : Janelle BARLOW Editeur : Berrett-Koehler Publishers Année de publication : 2022 ISBN/ISSN/EAN : 9781523002931 Note générale : copyrighted Langues : Anglais (eng) Résumé : The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic. Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business. Nombre d'accès : Illimité En ligne : https://neoma-bs.idm.oclc.org/login?url=https://www.scholarvox.com/book/88935002 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=575186
Titre : A Complaint Is a Gift Workbook Ed. 1 Type de document : e-book Auteurs : Janelle BARLOW Editeur : Berrett-Koehler Publishers Année de publication : 2022 Note générale : copyrighted Langues : Anglais (eng) Résumé : Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business. Nombre d'accès : Illimité En ligne : https://neoma-bs.idm.oclc.org/login?url=https://www.scholarvox.com/book/88935024 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=558278 DEI Deconstructed : Your No-Nonsense Guide to Doing the Work and Doing It Right Ed. 1 / Lily ZHENG / Berrett-Koehler Publishers (2022)
Titre : DEI Deconstructed : Your No-Nonsense Guide to Doing the Work and Doing It Right Ed. 1 Type de document : e-book Auteurs : Lily ZHENG Editeur : Berrett-Koehler Publishers Année de publication : 2022 ISBN/ISSN/EAN : 9781523002771 Note générale : copyrighted Langues : Anglais (eng) Résumé : The definitive comprehensive and foundational text for critically analyzing and applying actionable DEI techniques and strategies, written by one of LinkedIn's most popular experts on DEI.The importance of diversity, equity, and inclusion in the workplace cannot be understated. But when half-baked and under-developed strategies are implemented, they often do more harm than good, leading the very constituents they aim to support to dismiss DEI entirely. DEI Deconstructed analyzes how current methods and “best practices” leave marginalized people feeling frustrated and unconvinced of their leaders' sincerity, and offers a roadmap that bridges the neatness of theory with the messiness of practice. Through embracing a pragmatic DEI approach drawing from cutting-edge research on organizational change, evidence-based practices, and incisive insights from a DEI strategist with experience working from the top-down and bottom-up alike, stakeholders at every level of an organization can become effective DEI changemakers. Nothing less than this is required to scale DEI from interpersonal teeth-pulling to true systemic change. By utilizing an outcome-oriented understanding of DEI, along with a comprehensive foundation of actionable techniques, this no-nonsense guide will lay out the path for anyone with any background to becoming a more effective DEI practitioner, ally, and leader. Nombre d'accès : Illimité En ligne : https://neoma-bs.idm.oclc.org/login?url=https://www.scholarvox.com/book/88935784 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=575177 DEI Deconstructed : Your No-Nonsense Guide to Doing the Work and Doing It Right Ed. 1 / Lily ZHENG / Berrett-Koehler Publishers (2022)
Titre : DEI Deconstructed : Your No-Nonsense Guide to Doing the Work and Doing It Right Ed. 1 Type de document : e-book Auteurs : Lily ZHENG Editeur : Berrett-Koehler Publishers Année de publication : 2022 Note générale : copyrighted Langues : Anglais (eng) Résumé : The definitive comprehensive and foundational text for critically analyzing and applying actionable DEI techniques and strategies, written by one of LinkedIn's most popular experts on DEI.The importance of diversity, equity, and inclusion in the workplace cannot be understated. But when half-baked and under-developed strategies are implemented, they often do more harm than good, leading the very constituents they aim to support to dismiss DEI entirely. DEI Deconstructed analyzes how current methods and “best practices” leave marginalized people feeling frustrated and unconvinced of their leaders' sincerity, and offers a roadmap that bridges the neatness of theory with the messiness of practice. Through embracing a pragmatic DEI approach drawing from cutting-edge research on organizational change, evidence-based practices, and incisive insights from a DEI strategist with experience working from the top-down and bottom-up alike, stakeholders at every level of an organization can become effective DEI changemakers. Nothing less than this is required to scale DEI from interpersonal teeth-pulling to true systemic change. By utilizing an outcome-oriented understanding of DEI, along with a comprehensive foundation of actionable techniques, this no-nonsense guide will lay out the path for anyone with any background to becoming a more effective DEI practitioner, ally, and leader. Nombre d'accès : Illimité En ligne : https://neoma-bs.idm.oclc.org/login?url=https://www.scholarvox.com/book/88935784 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=558875 Digital, Diverse & Divided : How to Talk to Racists, Compete with Robots, and Overcome Polarization Ed. 1 / David LIVERMORE / Berrett-Koehler Publishers (2022)
Titre : Digital, Diverse & Divided : How to Talk to Racists, Compete with Robots, and Overcome Polarization Ed. 1 Type de document : e-book Auteurs : David LIVERMORE Editeur : Berrett-Koehler Publishers Année de publication : 2022 ISBN/ISSN/EAN : 9781523000920 Note générale : copyrighted Langues : Anglais (eng) Résumé : In an age marked by increasing polarization, Digital, Diverse & Divided shows how we can build cultural intelligence and get along with people who are different from us. Our divides are destroying us: red versus blue, Black versus White, globalists versus nationalists, agnostics versus Christians. Drawing on seminal research on social identity and cultural intelligence, this book explains our impulse to divide people into “us” versus “them” and reveals how we can tackle tribalism, confront racism, and develop a common vision for the future. In Digital, Diverse & Divided, David Livermore outlines the four competencies of Cultural Intelligence (CQ):• Motivation (CQ Drive) • Cognition (CQ Knowledge)• Metacognition (CQ Strategy)• Behavior (CQ Action) He shows how we can apply this foundation to a wide range of intercultural situations. This book includes personal anecdotes, stories from around the world, and references to the work of prominent authors, psychologists, thinkers, and economists. Livermore examines different factors—place, race, gender, religious beliefs, and politics—that shape how we see the world and offers a way for us to reclaim our shared humanity. Nombre d'accès : Illimité En ligne : https://neoma-bs.idm.oclc.org/login?url=https://www.scholarvox.com/book/88931193 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=549880 Diversity Training That Generates Real Change : Inclusive Approaches That Benefit Individuals, Business, and Society Ed. 1 / James O. RODGERS / Berrett-Koehler Publishers (2022)PermalinkEmotional Justice : A Roadmap for Racial Healing Ed. 1 / Esther ARMAH / Berrett-Koehler Publishers (2022)PermalinkEnding Checkbox Diversity : Rewriting the Story of Performative Allyship in Corporate America Ed. 1 / Dannie Lynn FOUNTAIN / Berrett-Koehler Publishers (2022)PermalinkEnding Checkbox Diversity : Rewriting the Story of Performative Allyship in Corporate America Ed. 1 / Dannie Lynn FOUNTAIN / Berrett-Koehler Publishers (2022)PermalinkFoundations of Human Resource Development Ed. 3 / Richard A. SWANSON / Berrett-Koehler Publishers (2022)PermalinkFrom Conflict to Courage : How to Stop Avoiding and Start Leading Ed. 1 / Marlene CHISM / Berrett-Koehler Publishers (2022)PermalinkHolding the Calm : The Secret to Resolving Conflict and Defusing Tension Ed. 1 / Hesha ABRAMS / Berrett-Koehler Publishers (2022)PermalinkHow to Be an Inclusive Leader, Second Edition : Your Role in Creating Cultures of Belonging Where Everyone Can Thrive Ed. 2 / Jennifer BROWN / Berrett-Koehler Publishers (2022)PermalinkHow to Be a Diversity and Inclusion Ambassador : Everyone’s Role in Helping All Feel Accepted, Engaged, and Valued Ed. 1 / Celeste R. WARREN / Berrett-Koehler Publishers (2022)PermalinkHow to Be a Diversity and Inclusion Ambassador : Everyone’s Role in Helping All Feel Accepted, Engaged, and Valued Ed. 1 / Celeste R. WARREN / Berrett-Koehler Publishers (2022)Permalink
LIBRARY - Campus Rouen
NEOMA Business School
pmb
-
59 Rue Taittinger, 51100 Reims
-
00 33 (0)3 26 77 46 15
Library Campus Reims
-
1 Rue du Maréchal Juin, BP 215
76825 Mont Saint Aignan cedex -
00 33 (0)2 32 82 58 26