| Description |
1 online resource |
| Note |
Includes index. |
| Contents |
Acknowledgments -- Using the cases in this book -- Case report worksheet Analyzing a case: a general strategy -- Case analysis guidelines worksheet -- Case issues index -- The 35 case studies -- 1. How come they make more than I do? -- 2. "She's a smart enough broad" -- 3. Improving performance in business services -- 4. "Looney tunes on parade": Part 1--Getting started on the right (or left?) foot -- 5. "Looney tunes on parade": Part 2--Kicking into gear -- 6. "Looney tunes on parade": Part 3--A time for action -- 7. Mary Corey -- 8. Shipping and receiving -- 9. They just came from docu-max -- 10. He's just not the same -- 11. Special checking is handed a loss -- 12. Beverly comes full circle -- 13. It was really so simple -- 14. Pain in claims -- 15. Don't let her get behind you -- 16. Kathy's temper -- 17. Forgetting claims -- 18. Answering the phone -- 19. Good news, bad news: Part 1--The $15.00 mistake -- 20. Good news, bad news: Part 2--Judy, Judy, Judy -- 21. Good news, bad news: Part 3--The storm breaks -- 22. Conflict in customer service -- 23. Don't let an old flame die -- 24. The contradiction of business -- 25. Problems behind the counter -- 26. Wanted: good secretary -- 27. Another staff meeting -- 28. The case-in-case analysis -- 29. A "no" in the field -- 30. Buddy Jefferson -- 31. A wet pain in the neck -- 32. "Well, excuuuse me!" -- 33. The "B" is back -- 34. Who's telling the truth? -- 35. A leadership challenge -- Appendixes -- A. Managerial/supervisory pre-training planning sheet -- B. The management style inventory -- C. Self-inventory of managerial responsibilities -- Index. |
| Summary |
New managers gain practice solving difficult people problemsùand hit the ground runningùwith this innovative training guide. |
| Subject |
Executives -- Training of -- Case studies.
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Management -- Study and teaching -- Case studies.
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Management -- Case studies.
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Supervision of employees -- Study and teaching -- Psychological aspects.
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Gestion -- Étude et enseignement -- Études de cas. |
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Gestion -- Études de cas. |
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Personnel -- Supervision -- Étude et enseignement -- Aspect psychologique. |
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Executives -- Training of |
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Management |
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Management -- Study and teaching |
| Genre |
Case studies
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| Other Form: |
Print version: The management training tool kit New York : AMACOM, c2012. 9780814431146 (DLC) 2011047827 |
| ISBN |
9780814432242 ebook |
|
0814432247 |
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9781283688437 (MyiLibrary) |
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1283688433 (MyiLibrary) |
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