Saturday, April 21, 2012

Solving Employee Performance Problems: How To Spot Problems Early, Take Appropriate Action, And Bring Out The Best In Everyone By Anne Bruce, Brenda Hampel, Erika Lamont

Solving Employee Performance Problems: How to Spot Problems Early, Take Appropriate Action, and Bring Out the Best in Everyone

Solving Employee Performance Problems: How To Spot Problems Early, Take Appropriate Action, And Bring Out The Best In Everyone By Anne Bruce, Brenda Hampel, Erika Lamont

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Product Description

Put every employee on the path to excellence!

Solving Employee Performance Problems provides the tools you need to handle the most difficult employees—from the chronically late or distractingly dramatic to the disruptive, dishonest, or downright insubordinate.

Taking a heavy-handed approach to such behaviors might make you feel good for a little while—but using the measured, proactive techniques outlined in this book will be better for you, your staff, and your business. With Solving Employee Performance Problems, you'll learn how to take ownership of your employees' behaviors, master conversations about poor performance, conduct productive follow-ups, and ultimately generate:

  • Greater engagement and ownership of work
  • Higher levels of collaboration and productivity
  • Increased loyalty and retention rates
  • Gainful ROI from everyone who works for you

There's a direct link between growth of individual employees and organizational growth. Use Solving Employee Performance Problems to be someone who manages proactively. It's the only way to make a positive difference in the life of your employee—and make a positive impact on the future of your company.

Product Details
  • Amazon Sales Rank: #383014 in Books
  • Published on: 2011-05-26
  • Original language: English
  • Number of items: 1
  • Dimensions: .68" h x 7.44" w x 9.27" l, 1.08 pounds
  • Binding: Paperback
  • 272 pages
Editorial Reviews

About the Author

Anne Bruce is the author of 16 business books and a consultant and speaker whose clients have included the White House, Ben & Jerry's, Southwest Airlines, Sprint, IBM, GEICO, and Coca-Cola. She lives in Southern California.
Brenda Hampel and Erika Lamont, founding partners with Connect the Dots Consulting in Columbus, Ohio, create onboarding, leadership coaching, and team dynamics solutions for clients such as TJX Companies, Volkswagen Group of America, The Ohio State University Medical Center, Audi of America, Tween Brands, Nissan USA, and Greif Inc.

Customer Reviews

Most helpful customer reviews

3 of 3 people found the following review helpful.
5Great Book!
By A. Mostovoj
I just received my copy of Solving Employee Performance Problems and before the end of business today, I used one of its sample conversations and the four-step performance management tool. There are so many HR books out there, but this one delivers on its promise. I also got tipped off to the free HR website HumanResourcesSources.org and really enjoyed the information provided by Connect the Dots Consulting, PeopleNRG, Marlene Chism, and Sam Glenn!

I've gotten more out of this book in one day than I have out of all my HR books in one year!

Great job Anne, Brenda and Erika!

Looking forward to checking out your websites and seeing what's coming next.

Autumn Mostovoj
West Coast Operations Manager

3 of 3 people found the following review helpful.
5Proven Steps to Solve Performance Problems
By Shirley Fine Lee
I would recommend the book "Solving Employee Performance Problems" by Bruce, Hampel, and Lamont to any HR person or manager who wants to improve the way performance feedback and appraisals are done in their company. The authors share their experience from various corporate HR and consulting roles. They do this by providing lots of tips and worksheet examples in almost every chapter. A few references the reader gets from this book which they can refer back to often include: the 3-step onboarding process, a simple 4-step model for performance management, 8-steps to preventing performance problems, team assessment worksheet, motivating others worksheet, 8 tools for problem-solving, 7-steps to performance improvement, 7 ideas for performance building, and a performance improvement worksheet for measuring Individual employee improvement. Plus there are a few case studies and a variety of easy-to-follow examples that include: 19 common behavior problem examples, 30 conversation starters for addressing performance, and 14 examples for coaching and development plans. The book is well worth the price. As a supervisor, I would buy it for chapters 4 and 6 alone. These authors give you a full 10 chapters comprising almost 250 pages of very helpful information!

2 of 2 people found the following review helpful.
5All things Performance Management
By Lawrence Polsky
This book is a complete handbook for handling any Performance management situation. The authors have done a great job of laying out everything you need to know about how to handle tough employee situations. With practical tools and templates, this is a must have for the managers book shelf!

http://astore.amazon.com/amazon-book-books-20/detail/0071769072

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The 5 Languages Of Appreciation In The Workplace: Empowering Organizations By Encouraging People By Gary D. Chapman, Paul White

The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People

The 5 Languages Of Appreciation In The Workplace: Empowering Organizations By Encouraging People By Gary D. Chapman, Paul White

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The 5 Languages of Appreciation in the Workplace applies the love language concept to the workplace. This book helps supervisors and managers effectively communicate appreciation and encouragement to their employees, resulting in higher levels of job satisfaction, healthier relationships between managers and employees, and decreased cases of burnout. Ideal for both the profit and non-profit sectors, the principles presented in this book have a proven history of success in businesses, schools, medical offices, churches, and industry. Each book contains an access code for the reader to take a comprehensive online MBA Inventory (Motivating By Appreciation) - a $20 value.

The inventory is designed to provide a clearer picture of an individual's primary language of appreciation and motivation as experienced in a work-related setting. It identifies individuals' preference in the languages of appreciation. Understanding an individual's primary and secondary languages of appreciation can assist managers and supervisors in communicating effectively to their team members.

Product Details
  • Amazon Sales Rank: #5292 in Books
  • Published on: 2011-08-01
  • Released on: 2011-08-01
  • Original language: English
  • Number of items: 1
  • Dimensions: .73" h x 5.83" w x 8.76" l, 1.02 pounds
  • Binding: Hardcover
  • 272 pages
Editorial Reviews

From the Back Cover

Is appreciation communicated regularly at your workplace?

Do you truly feel valued by those with whom you work?

If you express appreciation in ways that aren't meaningful to your co-workers, they may not feel valued at all. The problem is you're speaking different languages. In The 5 Languages of Appreciation in the Workplace, Dr. Gary Chapman and Dr. Paul White will help you:

  • Express genuine appreciation to co-workers and staff - even on a tight budget.
  • Increase loyalty with the employees and volunteers in your organization.
  • Reduce cynicism and create a more positive work environment.
  • Improve your ability to show appreciation for difficult colleagues.
  • Individualize your expressions of appreciation by speaking the right language
  • Convey the language of physical touch in appropriate ways.

Based on the #1 New York Times bestseller, The 5 Love Languages®, Dr. Chapman and Dr. White give you practical steps to make any workplace environment more encouraging and productive. Before you know it, you will learn to speak and understand the unique languages of appreciation and feel truly valued in return.

Praise for The 5 Languages of Appreciation in the Workplace

I have really worked hard for many years to appreciate my co-workers scattered across the USA.  However, this simple process and tool has put me light years ahead.  It will greatly help your relationships and productivity as a leader." ~~~ Kent Humphreys, Chairman, American Health Partners

This book addresses not just the need for the life-giving appreciation we all need, but takes us through the process of discovering what that looks like for ourselves and for those with whom we work.  Everyone who reads this book will without doubt be better equipped to create an atmosphere of appreciation in their sphere of influence wherever that is. ~~~ Lynne Smith, Director of Leadership Development, Next LEVEL Leadership Canada

Trusting relationships are the glue that holds commerce together.  They are more important than skills or knowledge.  This book shows how to build trust on a personal level in the workplace and its principles apply for a wide variety of organizations. ~~~ Tom Nicholson, Executive Director, HR People & Strategy

About the Author

GARY CHAPMAN, PhD is the author of the #1 New York Times bestselling <i>The 5 Love Languages. With over 30 years of counseling experience, he has the uncanny ability to hold a mirror up to human behavior, showing readers not just where they go wrong, but also how to grow and move forward. Dr. Chapman holds BA and MA degrees in anthropology from Wheaton College and Wake Forest University, respectively, MRE and PhD degrees from Southwestern Baptist Theological Seminary, and has completed postgraduate work at the University of North Carolina and Duke University. For more information visit his website at www.5lovelanguages.com. PAUL WHITE, PhD, is a licensed psychologist who has worked with individuals, businesses and families in a variety of settings for over 20 years. He received his B.A. from Wheaton, his Masters from Arizona State, and his PhD in Counseling Psychology from Georgia State University. He consults with successful businesses and high net worth families, dealing with the relational issues intertwined with business and financial wealth. In addition to serving businesses, families and organizations across the U.S., Dr. White has also spoken and consulted in Europe, Central Asia, the Caribbean, and South America. For more information, please visit his website at http://www.drpaulwhite.com".

Customer Reviews

Most helpful customer reviews

15 of 15 people found the following review helpful.
5GREAT GUIDANCE FOR OFFICE HARMONY
By Administrator16
I was so impressed with the book The 5 Languages of Appreciation in the Workplace. It was an easy read and had some amazing information. I was already a fan of Dr. Chapman's 5 Love Languages books which has empowered my marriage and my relationships with my children so as an office administrator I thought that I would give the Appreciation in the Workplace book a try. I was a surprised to find that my language of appreciation at work is different than my love languages with my spouse and children. It also opened my eyes to why I feel so unsettled when an employee tries to help me on a project. (Acts of Service is my least valued language in the workplace.) I have already done some research on the website for the book and am talking to my director about purchasing training kits for the rest of the management team and then eventually the staff. I have also given the book to my husband who is a production manager (even though I practically read the entire book out loud to him because I was so excited about the information in the book) so that he can show appreciation to his team too.

I would recommend this book to EVERYONE that works or volunteers with others. Especially those in a supervisory position.

10 of 10 people found the following review helpful.
5Practical Guide to Appreciating Others
By Thaddeus P Bartlett
This book is a quick read that explains how different people like to receive appreciation in different ways. For you hard-nosed numbers-crunchers out there, the authors do a good job making a business case for showing appreciation at work. The book is a good balance between head and heart. You need to show appreciation only when you really mean it, but you also need to intentionally focus your behavior toward others in a way that will make them feel appreciated. [And the type of appreciation you like may be very different from what your coworker likes.]

The book comes with a link and password to a web-based survey to help you identify your own languages, so you can share with others what sort of appreciation is most meaningful to you. But the most valuable use for the survey will be in giving it to others, so you can find out how to most effectively show appreciate toward them.

I work in corporate training and development, and there is no shortage of assessments that people use for trying to understand others. Each of these has its own strengths, but most of them require a fairly intense amount of study and practice to be of practical value. The value in the 5 Languages approach is that it is intuitive, easy to remember, and easy to act upon.

9 of 9 people found the following review helpful.
5Appreciation versus performance reviews
By RichardM
Really enjoyed the book. I came from a large retailer where our focus was on performance reviews and everyone turned it on at the mid-year point and at the end of the year. What was missing was appreciation and encouragement and that's where this book spoke to me. It's amazing what can happen to people when you offer them a little appreciation especially in their own language.
I'm familiar with the original book but didn't really see the connection to the corporate world until I read this book. There are some great examples and action items on what you can do for each language.

Our approach was to do the "blanket" approach and assume that everyone would "love" the gift or the annual luncheon. It was interesting - there were some people who would give away their gift or not show up for the lunch, and later you would hear them complain about these approaches. This book made me think - what would happen to our company if we learned to appreciate people in the language that speaks to them most.
Thanks for the insight!

http://astore.amazon.com/amazon-book-books-20/detail/0802461980

 
 

Crucial Confrontations By Kerry Patterson, Joseph Grenny, Ron Mcmillan, Al Switzler

Crucial Confrontations

Crucial Confrontations By Kerry Patterson, Joseph Grenny, Ron Mcmillan, Al Switzler

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The authors of the New York Times bestseller Crucial Conversations show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing good behavior.

Discover skills to resolve touchy, controversial, and complex issues at work and at home--now available in this follow-up to the internationally popular Crucial Conversations.

Behind the problems that routinely plague organizations and families, you'll find individuals who are either unwilling or unable to deal with failed promises. Others have broken rules, missed deadlines, failed to live up to commitments, or just plain behaved badly--and nobody steps up to the issue. Or they do, but do a lousy job and create a whole new set of problems. Accountability suffers and new problems spring up. New research demonstrates that these disappointments aren't just irritating, they're costly--sapping organizational performance by twenty to fifty percent and accounting for up to ninety percent of divorces.

Crucial Confrontations teaches skills drawn from 10,000 hours of real-life observations to increase confidence in facing issues like:

  • An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?
  • Your boss just committed you to a deadline you know you can't meet--and not-so-subtly hinted he doesn't want to hear complaints about it.
  • Your son walks through the door sporting colorful new body art that raises your blood pressure by forty points. Speak now, pay later.
  • An accountant wonders how to step up to a client who is violating the law. Can you spell unemployment?
  • Family members fret over how to tell granddad that he should no longer drive his car. This is going to get ugly.
  • A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.

Everyone knows how to run for cover, or if adequately provoked, step up to these confrontations in a way that causes a real ruckus. That we have down pat. Crucial Confrontations teaches you how to deal with violated expectations in a way that solves the problem at hand, and doesn't harm the relationship--and in fact, even strengthens it.

Crucial Confrontations borrows from twenty years of research involving two groups. More than 25,000 people helped the authors identify those who were most influential during crucial confrontations. They spent 10,000 hours watching these people, documented what they saw, and then trained and tested with more than 300,000 people. Second, they measured the impact of crucial confrontations improvements on organizational and team performance--the results were immediate and sustainable: twenty to fifty percent improvements in measurable performance.

Product Details
  • Amazon Sales Rank: #1516 in Books
  • Published on: 2004-08-26
  • Original language: English
  • Number of items: 1
  • Dimensions: .73" h x 6.04" w x 9.09" l, .92 pounds
  • Binding: Paperback
  • 284 pages
Editorial Reviews

From the Inside Flap
"...revolutionary ideas...opportunities for breakthrough..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"...unleash the true potential of a relationship or organization and move it to the next level...."-- Ken Blanchard, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know--and Do

"... the most recommended and most effective resource in my library."-- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

"...brilliant strategies for those difficult discussions at home and in the workplace..."--Soledad O'Brien, cohost of CNN's Morning Edition

"This book is the real deal....Read it, underline it, learn from it. It's a gem."-- Mike Murray, VP Human Resources and Administration, Microsoft (retired)

NEVER WALK AWAY FROM ANOTHER TOUCHY, CONTROVERSIAL, OR COMPLEX ISSUE--AT WORK OR AT HOME!

Behind the problems that routinely plague families, teams, and organizations are individuals who either can't or won't deal with failed promises. Others have broken rules, missed deadlines, or just plain behaved badly. If anybody steps up to the issue, they often do a lousy job and create a whole new set of problems.

New research demonstrates that these disappointments aren't just irritating. They're costly—sapping organizational performance by 20-50 percent and accounting for up to 90 percent of divorces.

Crucial Confrontations teaches skills drawn from over 20,000 hours of real-life observations to increase confidence in facing tough issues. Learn to:

  • Permanently resolve failed promises and missed deadlines
  • Transform broken rules and bad behaviors into productive accountability
  • Strengthen relationships while solving problems

    When you learn how to handle crucial confrontations, everything gets better.

    From the Back Cover

    "Hey, if you read only one 'management' book this decade...I'd insist that it be Crucial Confrontations."--from the foreword by TOM PETERS

    "Revolutionary ideas...opportunities for breakthrough..." -- STEPHEN R. COVEY, author of The 7 Habits of Highly Effective People

    "...unleash the true potential of a relationship or organization and move it to the next level...."-- KEN BLANCHARD, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know--and Do

    "The most recommended and most effective resource in my library."-- STACEY ALLERTON FIRTH, Vice President, Human Resources, Ford of Canada

    "Brilliant strategies for those difficult discussions at home and in the workplace..."--SOLEDAD O'BRIEN, cohost of CNN's Morning Edition

    "This book is the real deal....Read it, underline it, learn from it. It's a gem."-- MIKE MURRAY, VP Human Resources and Administration, Microsoft (retired)

    NEVER WALK AWAY FROM ANOTHER TOUCHY, CONTROVERSIAL, OR COMPLEX ISSUE--AT WORK OR AT HOME!

    Behind the problems that routinely plague families, teams, and organizations are individuals who either can't or won't deal with failed promises. Others have broken rules, missed deadlines, or just plain behaved badly. If anybody steps up to the issue, they often do a lousy job and create a whole new set of problems.

    New research demonstrates that these disappointments aren't just irritating--they're costly--sapping organizational performance by 20 to 50 percent and accounting for up to 90 percent of divorces. Drawn from over 10,000 hours of real-life observations, Crucial Confrontations teaches skills to increase confidence in facing tough issues. Learn to:

    • Permanently resolve failed promises and missed deadlines
    • Transform broken rules and bad behaviors into productive accountability
    • Strengthen relationships while solving problems

    About the Author

    Kerry Patterson has consulted with hundreds of Fortune 500 companies using his award-winning training program to teach development and maintenance of healthy organizations.

    Joseph Grenny has 20 years of experience coaching thousands of corporate and government leaders around the world in the art of communication.

    Ron McMillan cofounded and was the vice president of research and development of Covey Leadership Center.

    Al Switzler is currently on the faculty at the Executive Development Center at the University of Michigan.

    Together these authors have founded VitalSmarts and have trained more than 500,000 people world wide. They live in the greater Salt Lake City area.

  • Customer Reviews

    Most helpful customer reviews

    106 of 112 people found the following review helpful.
    4Re-Hashed but Good
    By NHansen www.thehappinessblog.com
    If you have read Crucial Conversations, then you are already very familiar with this book and its contents. The fact is, this book is a re-hashing of Crucial Conversations; however, this time, the principles shared seem more applicable than they were before.

    I think that this book is the real and better application of the authors' main principles. It is an easy and quick read and the language is very simple and direct. The book discusses ways to have a confrontation in which results are gained and friendships are not lost. It is a win-win approach. I do believe that this book can and does help. I did not particularily like the Crucial Conversations because it wasn't real earth shattering and seemed to simple. This time, however, the subject of "confrontations" seems more open to the authors' intentions-- thus a better read.

    This is a good book to read and a better book to apply.

    51 of 54 people found the following review helpful.
    4Speak up and maybe save your life
    By Mikel Cook
    I surprised myself by reading almost the entire book during a two-week trip to Thailand w. The authors do a great job of showing how NOT stepping up has allowed catastrophic consquences to result. For example, the co-pilot who chose not to speak up when the pilot was preparing to take off in freezing weather with ice building up on the wings. All that survived was the cockpit tape that has the copilot hinting at the danger and not taking a powerful stand with the pilot. Our circumstances are not likely to be that drastic, but it is really very serious business.

    I like that the book recognizes that speaking up can be risky and talks about how to make reasonably sure that you won't hurt your career or relationship when you choose to speak up.

    The keys to managing the conversation so you don't get off in the weeds and get a valuable result begin with stepping back for a moment and remembering how you got to your reaction. The authors say we start by seeing or hearing something, draw come conclusions, react and then take action. If you review what exactly are the facts you started with and what are the interpretations or conclusions you came to, you are free to share it as a story the other person can understand. If you speak as if your conclusions are facts, you can lose the rapport you need to have a good outcome.

    I like the question the authors suggest asking yourself to get to how to start a conversation that doesn't amount to an attack: "What would cause a reasonable, rational and decent person to act like this?" Answering that question puts me in a frame of mind to begin with an attitude of mutual respect.

    The other major key for me that I got out of the book is realizing that when someone does react badly during a conversation like this is that two key safety issues could be percieved as missing: mutual respect and mutual purpose. If you are ready to restore a sense of mutual respect and mutual purpose, then you can get back out of the weeds of someone reacting in ways you don't intend or that surprise you.

    Providing a way of knowing what to do if things go wrong in the conversation is key to my being willing to take on having the conversation in the first place. Most people just keep quiet and there is a cost to that. Some people hold back until they blow up and that doesn't work very well either.

    That is my three paragraph teaser about the book. I like that the book is based on over 20 years of studying people who excell at this type of conversation and distilling how they do it.

    84 of 94 people found the following review helpful.
    5Peril or Opportunity?
    By Robert Morris
    As I read this exceptionally informative book, I was again reminded of the fact that the Chinese word for "crisis" has two meanings: peril and opportunity. Since posting the review, a reader's comment (please see below) identifies an essay that brings into doubt the common belief in the dual meaning to which I referred. However, I remain convinced, linguistic issues aside, that every crisis does pose both peril or opportunity and that how we respond is for us to determine.

    * * *

    As those who have been or are now involved in process simplification initiatives already know, every problem encountered offers a valuable learning opportunity. The same is also true when encountering "broken promises, violated expectations, and bad behavior" either within or beyond the workplace. The authors of this volume address questions such as these:

    What's a "crucial confrontation"?
    What to do before one occurs?
    How to know when -- and when NOT -- to initiate one?
    How to "get your head right before opening your mouth"?
    How to begin a crucial confrontation?
    How to involve and engage others to take appropriate action?
    How to make keeping commitments (almost) painless?
    What to do when others "get sidetracked, scream, or sulk"?
    What to do after a crucial confrontation?
    How to gain commitment and move to action?
    How to solve "big, sticky, complicated problems"?
    How to deal with the truly tough? (i.e. the twelve "yeh buts")

    The authors also provide four appendices: A self-assessment for measuring confrontation skills, "The Six-Source Model," "When Things Go Right," and discussion questions for reading groups. Although any one of the appendices is worth far more than the cost of this book, their greatest value will be derived when the information and counsel are correlated with the material which the authors share in the nine chapters.

    My own experience in the business world suggests that "broken promises, violated expectations, and bad behavior" really do offer both perils and opportunities. A careful reading of this book and then an equally careful application of the advice which the authors offer will, in my opinion, help reduce (if not eliminate) the former while helping to achieve effective fulfillment of the latter.

    http://astore.amazon.com/amazon-book-books-20/detail/0071446524

     
     

    Stop Bullying At Work: Strategies And Tools For HR And Legal Professionals By Teresa A. Daniel

    Stop Bullying at Work: Strategies and Tools for HR and Legal Professionals

    Stop Bullying At Work: Strategies And Tools For HR And Legal Professionals By Teresa A. Daniel

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    Product Description

    The nature and impact of workplace bullying is addressed in this comprehensive overview. From the perspective of the human resources (HR) department, this practical guide provides the tools to both investigate interpersonal conflict and eliminate the problem. Policy models that not only tackle harassment issues but also implement strategies that comply with legislation are also presented. HR practitioners will learn to handle harassment at all levels of employment and, as a result, create productive work environments.

    Product Details
    • Amazon Sales Rank: #98556 in Books
    • Published on: 2009-09-01
    • Original language: English
    • Number of items: 1
    • Dimensions: .39" h x 6.49" w x 9.10" l, .60 pounds
    • Binding: Paperback
    • 176 pages
    Editorial Reviews

    Review

    "Highly accessible, comprehensive, scholarly—and fascinating—Stop Bullying at Work is a must read not only for HR and legal professionals but for everyone who wants fairer and more effective workplaces."  —Riane Eisler, author, The Real Wealth of Nations

     
    "With clear practical steps to follow, organizations can improve their own bottom line and efficiency, hold abusers accountable, and toss a life and career preserver to bullied employees."  —Gary Namie, PhD, director, Workplace Bullying Institute
     
    "If your organization wants to adopt an anti-bullying policy or needs to deal with a current situation, this book can offer both insights and suggestions. If you are an individual trying to deal with a bully, it can help you understand the dynamics and assist in sorting out how you might want to respond." —www.HRBartender.com

    About the Author

    Teresa A. Daniel is the president and owner of Inside Out HR Solutions. She is a professor of human resource management, business law, and organizational behavior at numerous universities, including Marshall University and Ellis College. She lives in Ashland, Kentucky.

    Customer Reviews

    Most helpful customer reviews

    2 of 2 people found the following review helpful.
    5Great resource!
    By Jay Barber
    As an attorney practicing in the employment field, I know firsthand that "bullying" in the workplace is fast becoming one of the most important, and potentially disastrous, issues in employment law. This books addresses all of the issues, and puts the law, as well as practical pointers, at your fingertips. I guess I should not be surprised, since it is written by one of the foremost authorities in this field, who is herself an employment lawyer and HR professional. First rate, and highly recommended!

    0 of 0 people found the following review helpful.
    5A clear and concise case for better treatment of employees
    By Midwest Book Review
    Intimidated employees are not happy employees. "Stop Bullying at Work: Strategies and Tools for HR and Legal Professionals" is a discussion of corporate bullying and the impacts it has on workers as a whole. Stating that bullying has countless effects that are detrimental to a company as a whole, ranging from lost productivity, absence issues, and medical concerns, Teresa A. Daniel states a clear case to encourage management intervention. "Stop Bullying at Work" makes for a clear and concise case for better treatment of employees.

    http://astore.amazon.com/amazon-book-books-20/detail/1586441353

     
     

    Difficult Conversations: How To Discuss What Matters Most By Douglas Stone, Bruce Patton, Sheila Heen

    Difficult Conversations: How to Discuss What Matters Most

    Difficult Conversations: How To Discuss What Matters Most By Douglas Stone, Bruce Patton, Sheila Heen

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    Product Description

    We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to:

    • Decipher the underlying structure of every difficult conversation
    • Start a conversation without defensiveness
    • Listen for the meaning of what is not said
    • Stay balanced in the face of attacks and accusations
    • Move from emotion to productive problem solving

    Product Details
    • Amazon Sales Rank: #1076 in Books
    • Published on: 2010-11-02
    • Released on: 2010-11-02
    • Original language: English
    • Number of items: 1
    • Dimensions: .70" h x 5.00" w x 7.70" l, .55 pounds
    • Binding: Paperback
    • 352 pages
    Editorial Reviews

    Amazon.com Review
    We've all been there: We know we must confront a coworker, store clerk, or friend about some especially sticky situation--and we know the encounter will be uncomfortable. So we repeatedly mull it over until we can no longer put it off, and then finally stumble through the confrontation. Difficult Conversations, by Douglas Stone, Bruce Patton, and Sheila Heen, offers advice for handling these unpleasant exchanges in a manner that accomplishes their objective and diminishes the possibility that anyone will be needlessly hurt. The authors, associated with Harvard Law School and the Harvard Project on Negotiation, show how such dialogues actually comprise three separate components: the "what happened" conversation (verbalizing what we believe really was said and done), the "feelings" conversation (communicating and acknowledging each party's emotional impact), and the "identity" conversation (expressing the situation's underlying personal meaning). The explanations and suggested improvements are, admittedly, somewhat complicated. And they certainly don't guarantee positive results. But if you honestly are interested in elevating your communication skills, this book will walk you through both mistakes and remedies in a way that will boost your confidence when such unavoidable clashes arise. --Howard Rothman

    From Publishers Weekly
    Bringing together the insights of such diverse disciplines as law, organizational behavior, cognitive, family and social psychology and "dialogue" studies, Stone, Patton and Heen, who teach at Harvard Law School and the Harvard Negotiation Project, illustrate how to handle the challenges involved in effectively resolving "difficult conversations," whether in an interpersonal, business or political context. While many of their points are simplisticAdon't ignore your feelings, consider the other person's intentions, take a break from the situationAthey're often overlooked in stressful moments. Most useful are the strategies for disarming the impulse to lay blame and for exploring one's own contribution to a tense situation. Also of value are specific recommendations for bringing emotions directly into a difficult discussion by talking about them and paying attention to the way they can subtly inform judgments and accusations. If these recommendations aren't followed, the authors contend, emotions will seep into the discussion in other, usually damaging, ways. Stone, Patton and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format. While "difficult conversations" may not have the intrinsic appeal of the Harvard Negotiation Project's previous bestseller, Getting to Yes, this book is a cogent resource for those who see the sense in preparing for tough talks in advance. Agent, Esther Newberg. Ad/promo; author tour. (Apr.) FYI: Patton is the co-author of Getting to Yes.
    Copyright 1999 Reed Business Information, Inc.

    From Library Journal
    Stone and his coauthors, teachers at Harvard Law School and the Harvard Negotiation Project, present an informative, practical guide to the art of handling difficult conversationsAe.g., firing an employee, ending a relationship, or discussing marital conflicts. The information is based on 15 years of research and thousands of personal interviews. The authors define a difficult conversation as "anything you find it hard to talk about." Each chapter recommends step-by-step techniques that can lead to a more constructive approach for dealing with distressing interactions, so that a difficult conversation can become a learning conversation. Examples of right and wrong conversations from everyday life are used throughout the book, which is extremely well organized and easy to follow. This will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives. Recommended for self-help collections in public and academic libraries. A Elizabeth Goeters, Georgia Perimeter Coll., Dunwoody
    Copyright 1999 Reed Business Information, Inc.

    Customer Reviews

    Most helpful customer reviews

    226 of 232 people found the following review helpful.
    5Foundational for discussing what matters most
    By Billykev
    There were 3 aspects of this book that made a differecne for me: Thinking Differently, Making Shifts, and understanding the Structure found in all difficult conversations. If you understand these aspects it will significantly improve how well you handle difficult conversations.

    This is about Thinking Differently-- 1. This is an approach. 2. It's not about doing differently; it's about thinking differently. 3. It's about shifting from a message delivery stance to a learning stance. 4. All difficult conversations have the same structure. The structure is almost always "below the surface." It is hidden in what people are thinking and feeling, but not saying.

    Shifts (with this approach)-- We must shift our internal orientation: FROM: Certainty (I understand) TO: Curiosity (Help me understand); FROM: I am right TO: I am curious; FROM: I know what was intended TO:I know the impact; FROM: I know who is to blame TO: I know who contributed what; FROM: Debate TO: Exploration; FROM: Simplicity TO: Complexity; FROM: "Either/or" TO: "And".

    Understanding the Structure-- 1. All difficult conversations share a common structure. To make the structure visible, we not only need to understand what was said, but also what was not said. We need to understand what the people involved are thinking and feeling, but not saying to each other. This is usually where the real action is. 2. What makes a conversation difficult? The gap between what you are really thinking and what you are saying is part of it. 3. Our thoughts and feelings of all difficult conversations fall into the same three categories, or "conversations". 4. And, in each of the conversations, we make predictable errors that distort our thoughts and feelings and get us in trouble. 5. There predictable errors can be overcome this specific strategies that the authors suggest.

    I have developed workshops based on this material that we are finding very helpful in our hospital setting.

    Spend some time with this book - it will be worth your while.

    115 of 121 people found the following review helpful.
    5Very Informative and helpful
    By M. A. ZAIDI
    Everyone of us has gone through difficult conversations, arguments that were leading no where or felt that we were unjustifiably being taken advantage of. The solution - read this book. The authors have done a remarkable work in presenting conversations (real examples) that we can relate to. They educate the reader with the pitfalls and means o avoid them.

    In difficult conversations the participants generally fall trap to the three common crippling assumptions which are:
    1. The Truth assumption : I am right you are wrong
    2. The Intention Invention : When the other persons intentions are unclear a common perception is that they are bad
    3. The Blame Frame : Blame the other produces disagreement, denial and little learning

    The authors map a path by showing how to avoid the pitfalls when facing a difficult conversation and come out as a winner. In our life we prepare for almost every thing, like schooling and college for career etc. it is somewhat surprising that conversations that truly are a means to progress we spend little time on; this is one of the books in this area. I highly recommend that you read it.

    61 of 64 people found the following review helpful.
    5Conversations Need Not Be Difficult
    By Alice Stamm
    Isn't there someone you've been wanting to discuss something with for years and, for one reason or another, couldn't broach the subject? Perhaps the subject is sensitive. Perhaps the other person isn't easy to communicate with. Perhaps you, yourself, want to avoid what you know will be a confrontational situation. I've had this problem for years with someone about a subject that needed clarification. No matter how many scenarios I mulled over in my mind in anticipation of having this conversation, they all pointed to disaster.

    Not only did I read "Difficult Conversations" from cover to cover, but have already employed the authors' suggestions in broaching a sensitive subject with a family member. After years of worrying about the potential horrific reactions, I was able to elicit a positive response. The other party didn't become defensive, but, rather, wonderfully receptive to what had been preying on my mind for years.

    If you're worrying about having one of those difficult conversations, believe me, it's needless. Pick up a copy of this very clearly written and powerfully effective book and discover that no conversation has to be difficult as long as you have the right attitude and tools.

    http://astore.amazon.com/amazon-book-books-20/detail/0143118447

     
     

    The Progressive Discipline Handbook: Smart Strategies For Coaching Employees (Book W/ CD Rom) By Margaret Mader-Clark, Lisa Guerin

    The Progressive Discipline Handbook: Smart Strategies for Coaching Employees (Book w/ CD Rom)

    The Progressive Discipline Handbook: Smart Strategies For Coaching Employees (Book W/ CD Rom) By Margaret Mader-Clark, Lisa Guerin

    List Price: $34.99
    Price: $23.09 & eligible for FREE Super Saver Shipping on orders over $25. Details

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    Product Description

    A complete howto guide for using progressive discipline to improve employee performance. It explains how to identify the appropriate level of discipline for a given problem, communicate with employees when discipline is necessary, correct and monitor problems, and prevent future problems.

    Product Details
    • Amazon Sales Rank: #209248 in Books
    • Published on: 2007-01-25
    • Original language: English
    • Number of items: 2
    • Dimensions: 1.08" h x 7.10" w x 8.96" l, 1.76 pounds
    • Binding: Paperback
    • 225 pages
    Editorial Reviews

    Review
    "An invaluable guide for managers, this book reveals the power of progressive discipline to protect the organization and bring out the best in employees." -- Laura MacKinnon, senior director of HR,Yahoo!

    "Recommended for every manager." -- Attorney Amy DelPo, author of The Performance Appraisal Handbook

    About the Author
    Margie Mader-Clark has worked at the highest levels of the HR profession for more than 15 years, primarily in the fast-paced world of Silicon Valley. She has experienced the power of good management -- and the devastating impact of poor management. Mader-Clark has worked with numerous companies to develop commonsense HR principles to guide their employment policies.

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    3 of 5 people found the following review helpful.
    5A 'must' for any business library catering to managers.
    By Midwest Book Review
    Business managers can learn how to couch troubled performers and increase productivity with The Progressive Discipline Handbook, which moves beyond the general advice guide to get down to the specifics of management. From learning how to identify problems early and decide when discipline is needed to engaging employees in cooperative production, this handbook is key for any manager - especially those who would guide effectively while avoiding lawsuits. A 'must' for any business library catering to managers.

    Diane C. Donovan

    California Bookwatch

    0 of 5 people found the following review helpful.
    1Bad advertising
    By William A. Asanteaddo
    The product did not come with the CD that was supposed to come with. It took a long time to get to me

    http://astore.amazon.com/amazon-book-books-20/detail/141330561X

     
     

    Conflict 101: A Manager's Guide To Resolving Problems So Everyone Can Get Back To Work By Susan H. Shearouse

    Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work

    Conflict 101: A Manager's Guide To Resolving Problems So Everyone Can Get Back To Work By Susan H. Shearouse

    List Price: $17.95
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    33 new or used available from $10.51

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    We all know conflict is unavoidable, especially in the workplace. Whether it's a fight over resources, a disagreement about how to get things done, or an argument stemming from perceived differences in identities or values, it's a manager's role to navigate relationships, and build compromises and collaborations. "Conflict 101" gives readers the tools they need to ensure not only that employees get back on track, but that disagreements breed positive results. Readers will learn how to: build trust; harness negative emotions; encourage apologies and forgiveness; use a solution-seeking approach; and, say what needs to be said. Incorporating anecdotes taken from the author's twenty years of experience as a conflict resolution professional, the book helps readers more deeply understand how conflict is created, how to respond to it, and how to manage it more effectively.

    Product Details
    • Amazon Sales Rank: #215236 in Books
    • Published on: 2011-05-11
    • Original language: English
    • Number of items: 1
    • Dimensions: .69" h x 5.84" w x 9.21" l, .97 pounds
    • Binding: Paperback
    • 272 pages
    Editorial Reviews

    From the Back Cover

    Whenever human beings interact, it's inevitable that conflict—when what one person wants, needs, or expects interferes with what others want, need, or expect—will bubble up to the surface…and no more so than at the office. Whatever the cause, it's your job as a manager to ensure that these ripples of discord don't lead to a lack of productivity, increased employee turnover and absenteeism, and other natural consequences of workplace friction.

    Conflict 101 gives you the tools you need to navigate relationships, build compromises and collaborations, and not only get your people back on track, but channel the energy of disagreements into positive results. You'll discover practical, immediately usable ways to:

    • build trust among coworkers

    • harness negative emotions

    • encourage apologies and forgiveness, and

    • use a solution-seeking approach to resolving employee differences

    • say what needs to be said in any situation involving interpersonal tension.

    Whether it's a disagreement about processes, factionalism over where money and staff will come from, or the byproduct of complicated relationships or differences stemming from iden­ti­ties or values, it's imperative that you stem the tide of conflict and keep your people focused.

    Advance Praise for Conflict 101

    "Susan Shearouse's magnificent Conflict 101 provides the essential tools for improving our working relationships. Her humor and wisdom make this book a powerful guide. A joy to read!" — Robert Maurer, Ph.D., Faculty, UCLA and University of Washington Schools of Medicine; author of One Small Step Can Change Your Life

    "Workplace conflict is pervasive and effective skills to intervene are too often limited. This is an especially valuable resource for employees and supervisors facing the challenges of managing conflict. It is engagingly written, grounded with real experiences in the field." — Sandra I. Cheldelin, Vernon M. and Minnie I. Lynch Professor, Institute for Conflict Analysis and Resolution, George Mason University

    SUSAN H. SHEAROUSE has a Masters Degree in Conflict Resolution and served as Executive Director of the National Conference on Peacemaking and Conflict Resolution. Her clients have included Lockheed Martin, Philip Morris, the IRS, the US Environmental Protection Agency, the US Army Corps of Engineers, and many others.

    About the Author
    SUSAN H. SHEAROUSE has served as Executive Director of the National Conference on Peacemaking and Conflict Resolution and on the Advisory Board of the Institute for Conflict Analysis and Resolution at George Mason University. Her clients have included Lockheed Martin, Philip Morris, the IRS, the US Environmental Protection Agency, the US Army Corps of Engineers, and many others.

    Excerpt. © Reprinted by permission. All rights reserved.

    Overview of the Book

    Part I sets the stage for understanding conflict, beginning with this chapter.

    Chapter 2, "What Gets in Our Way?" explores what happens when a working relationship has gotten off track—how fear, assumptions, blame, and habits get in the way of resolving conflicts. Part II, "Understanding the Dynamics of Conflict," provides an analysis of the dimensions of conflict, which points to the tools to understand differences and avoid needless contention.

    Chapter 3, "What We Need: The Satisfaction Triangle," describes three necessary components of satisfactory solutions.

    In Chapter 4, "Where We Are: Levels of Conflict," you will see how resolving conflict at the earliest opportunity is easiest—and strategies for dealing with conflicts that have escalated.

    Chapter 5, "How We Respond: Approaches to Conflict," enables you to gain a clearer understanding of your own approaches to conflict, and the approaches others around you use. From there, you learn strategies for beginning to change those approaches when they are not useful and to deal more effectively with other approaches you encounter at work.

    Chapter 6, "Who We Are: Cultural Considerations," explores cultural differences and the role these differences play in creating and resolving conflict.

    Chapter 7, "What We Are Arguing About Matters: Sources of Conflict," analyzes five sources of conflict in the workplace: information, interests, structural conflicts, values, and relationships— with a guide to using that understanding to resolve conflict more effectively.

    Part III, "Keys to Resolving Conflict," introduces five concepts managers can use to create a more positive climate for workplace relationships.

    Chapter 8, "Building Trust," considers behaviors that build or wreck trust and how to rebuild trust that has been broken.

    Chapter 9, "Apology and Forgiveness," addresses the role that apologies and forgiveness play, and provides steps to take to apologize effectively and to move toward forgiveness. Chapter 10, "Rethinking Anger," explores the physiology of anger, as well as ways to manage your own anger or respond to others' anger.

    Chapter 11, "A Sense of Humor," focuses on the importance of keeping the ups and downs of working relationships in perspective; and

    Chapter 12, "Time," reflects on the importance of time in decision making and the resolution of conflict.

    Part IV, "Putting It All Together," brings together concepts explored in earlier chapters, providing specific conflict-resolution tools and communication skills.

    Chapter 13, "Reaching Agreement: A Solution-Seeking Model," delineates a process for addressing differences, presents a solution-seeking model, and shows how to use it.

    Chapter 14, "Listening Is the Place to Start," focuses on listening skills and explores how managers can listen more effectively.

    Chapter 15, "Saying What Needs to Be Said," gives a guide and some tips for raising concerns and addressing issues so that others are more likely to hear your message.

    Chapter 16, "The Challenge of Electronic Communication," explores how to use electronic communication effectively in addressing workplace conflicts. Each of the concepts and skills presented here will enable you to resolve conflicts more quickly and effectively, which will have an immediate impact on morale, productivity, and ultimately the bottom line.

    Customer Reviews

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    3 of 3 people found the following review helpful.
    5Insightful methods for dealing with conflict
    By John Chancellor
    I am not quite certain what I had expected when I started reading this book. But I was very pleasantly surprised at the value of the content. The sub-title calls the book "A manager's guide to resolving problems." The primary focus is on conflicts at work and how managers can effectively deal with them. That really does a disservice to the book. Conflicts are not limited to the workplace and the methods to deal with conflicts work universally.

    While we may not be able to predict when or where conflicts will occur, we can be certain that we will all encounter them. The question is not if, but when and how often. So it is very important that we all learn to recognize the different ways that conflicts arise, the different levels of conflict and the most effective ways to deal with them.

    As Daniel Goleman has pointed out, some 80 % of the success of managers is attributed to their social/emotional intelligence. Therefore effectively dealing with conflict has a major and direct bearing on the success (or lack of success) of managers. But dealing with conflict is not limited to our employment. We encounter conflict in our community, our social organizations and in our family lives. The better we are able to effectively deal with conflict, the more successful all our relationships will be.

    It has been estimated that "42% of a manager's time is spent addressing conflict in the workplace." This is startling and should be a huge wake-up call for management. Conflict results in lost productivity and as a result lost revenue. From a management viewpoint, this is one of the most lucrative areas for profit improvement.

    As you would expect from a book with a title Conflict 101, in Part I, the book starts off by defining conflict and what gets in our way. There are built in barriers that get in our way when trying to resolve conflicts. One is fear. Fear keeps us stuck, tied to the way we have always done things. Another barrier is blame. "If we can pin the blame on someone or something else, then we don't have to deal with it anymore - it's their fault, not ours.

    In Part ll of the book, Susan Shearouse, the author, helps us to understand the dynamics of conflict. Here she goes into the five levels of conflict. The levels go from problems to solve to intractable situation. In the highest level, both parties are stuck, unwilling to listen or change their position and need an outside mediator - often a court - to resolve the dispute. She also addresses how we respond to conflict and addresses some other considerations.

    Part lll discusses the keys to resolving conflict and Part IV brings it all together.

    Ms. Shearouse is mediator and the book is filled with real life examples of conflict. She often explains the theory and then gives a concrete example to improve our understanding.

    There is an excellent section on listening. I believe that we all would get along much better at work and in life if we would simply read and apply the lesson in the chapter on listening.

    Scattered throughout the text are wonderful quotations related to the concept being discussed. These little quotes really add to the book because they often capture the essence of the lesson in a few well chosen words.

    The book is extremely easy to read, it flows very well. You will gain a much better appreciation and understanding of conflict and the most effective ways to deal with it.

    Reading and applying the lessons in this book will definitely improve your managerial skills and your relationships. Highly recommended for anyone who wants to get along better with others and improve their influence.

    2 of 2 people found the following review helpful.
    5useful information and techniques for workplace and everyday life
    By Dena Feldman
    Conflict 101 by Susan Shearouse is a must-read not only for managers, whether new or experienced, but also for anyone who interacts with others. Ms. Shearouse describes various workplace conflicts that a reader can easily relate to, and discusses common factors underlying conflicts. Use of Ms. Shearouse's insightful information and practical suggestions for conflict resolution creates an environment conductive to a more cohesive and productive workplace. In addition, knowledge gained from the book is valuable for everyday life, not just work situations.

    2 of 2 people found the following review helpful.
    5Words of Wisdom & Experience From One of the Best
    By Mark C. Hopson
    I've had the privilege of working personally with Susan Shearouse on several different projects resolving conflicts and disputes in a workplace setting. Each time she has brought a considerable amount of experience, foresight, and wisdom to each of these situations.

    Before Susan got involved, these situations were seen by the people entangled in them as as unsolvable, devastating, and catastrophic messes that leave professional and personal scars. Many books on conflict theory seem to be written with the express purpose of being confusing or with the intention of seeming overly academic for the sake of complexity. But as the poet Charles Bukowski eloquently put it, "An intellectual says a simple thing in a hard way. An artist says a hard thing in a simple way."

    With a great artistry, Susan is able to convey revolutionary ways of framing situations and understanding complex human situations in a simple, accessible way. Whether you are a manager of people, an employee with very few or a great many co-workers, or even an experienced practitioner in the field of resolving conflicts; you will be able to garner some pearl of wisdom or way of seeing things that you did not have before reading this book.

    I would highly recommend it as a field guide to simplifying your 9 to 5 life for many years to come!

    http://astore.amazon.com/amazon-book-books-20/detail/0814417116