Following
the training, delegates may wish to further research the
subject, see below for books that have been recommended
by our trainers in the different subject areas:
Choose
a category to skip down to the recommended books:
SPIN
Selling - Neil Rackham
True or False? In selling high-value
products or services: "closing" increases your chance
of success; it is essential to describe the benefits
of your product or service to the customer; objection
handling is an important skill; and open questions are
more effective than closed questions. All false, says
Neil Rackham. He and his team studied more than 35,000
sales calls made by 10,000 sales people in 23 countries
over 12 years. Their findings revealed that many of
the methods developed for selling low-value goods just
don't work for major sales. Rackham went on to introduce
his SPIN-selling method, where SPIN describes the whole
selling process - Situation questions, Problem questions,
Implication questions, Need-payoff questions. SPIN-selling
provides you with a set of simple and practical techniques
which have been tried in many of today's leading companies
with dramatic improvements to their sales performance.
Everything
is Negotiable: How to get best deal every time - Gavin
Kennedy
Whether you need to ask for a raise at work, request
a better hotel room while you're on holiday, or even
debate with your stubborn teenager at home, you can
learn effective and powerful negotiation skills to help
you get the best deal every time. In this fully revised
and updated fourth edition of the worldwide success
"Everything is Negotiable", expert negotiator Gavin
Kennedy walks you through all the techniques and tricks
you need to get the best deal in any situation. With
chapters on such subjects as making your offer count,
dealing with intimidation and getting it in writing,
as well as self-assessment tests to help chart your
progress, "Everything is Negotiable" is a one-stop shop
for anyone who wants to improve their negotiation skills.
Superbly practical and insightful, this essential guide
will make sure you come out top in any negotiation.
Getting
to Yes: Negotiating an Agreement Without Giving In -
Roger Fisher & William Ury
Negotiation is a way of life for the majority of us.
Whether we're at work, at home or simply going out,
we want to participate in the decisions that affect
us. Nowadays, hardly anyone gets through the day without
a single negotiation, yet few of us are armed with the
effective, powerful negotiating skills that prevent
stubborn haggling and ensure mutual problem-solving.
Fisher and Ury cut through the jargon to present a few
easily remembered principles that will guide you to
success, no matter what the other side does or whatever
dirty tricks they resort to. They include: Don't bargain
over positions; Separate people from the problem; Insist
on objective criteria; What if they won't play?
Essence
of Managing People - Hank Williams
Brief, concise and analytical,
this book helps managers at all levels to get the best
out of the people they manage, to conduct effective
appraisals and to be an effective coach. It includes
easy to use structures for planning specific appraisals
and a strategy for people development.
John
Adair's 100 Greatest Ideas for Effective Leadership
& Management
Successful management and leadership
has never been a greater challenge. Time is stretched,
your people are highly motivated but can be highly demanding
and business is competitive. Whether you are a first–time
manager or experienced leader, straightforward, practical
advice on best practice can be hard to find. John Adair's
100 Greatest Ideas for Leadership and Management will
help you find the answers and inspiration you need.
The book provides accessible advice from one of the
world's best–known and most sought after authorities
on leadership and management – advice you can put into
practice immediately.
Team
Roles at Work - R Meredith Belbin
This book is about the establishment of roles within
a team where the assumption of duties and responsibilities
depends on a measure of self-discovery combined with
a perception of the needs of the team as a whole. Belbin's
de-construction of the team into nine team roles will
be a familiar concept for managers and management trainers
across the world and understanding how the different
team-roles work together, to optimise efficiency and
effectiveness, is something many managers will have
been tasked with in these financially constrained times.
"Team Roles at Work" offers managers a practical guide
to improving their teams within the workplace to deliver
significantly better results for their company, reflecting
well on them as a manager, whilst also saving them time
and energy, by using each team member to their best
advantage to achieve overall team goals. With complete
descriptions of the Belbin Team Roles providing an understanding
of how to analyse teams and then maximise output by
using each team member's strengths.
The Management of Teams: Why They Succeed Or Fail -
R Meredith Belbin
Every manager needs to be able to get the most from
their teams for projects to be cost and time effective,
but in today's world staff turnover is high and employees
move between companies often, so they need to be able
to get up to speed in a new team efficiently. However,
too often corporations are preoccupied with qualifications
and experience and practical traits are neglected because
it is impossible to find the 'perfect' employee who
possesses all the traits deemed to be necessary. Meredith
Belbin's work on teams has become part of everyday language
for managers around the world because it addresses these
issues with the nine Team Roles method. "The Management
of Teams", is a practical introduction to the Team Role
method, written with the manager in mind to help them
understand why this method could improve the effectiveness
of their teams based on a rigorous, academically sound
framework for today's business. With succinct, practical
information which demonstrates how to apply management
theory learned into practical action to make a real
difference in the workplace. Numerous real world case
studies show how to apply the theory to real situations.
It includes companion material offering further practical
advice on applying the method including the Self-Perception
Inventory to find out the role you play within your
team.
Assertivness
at Work - David Stubbs
A guide to assertiveness at work. This new edition takes
into account the changes in society since this book
was first published. Two new chapters have been added:
one specifically dealing with difficult people; and
one on establishing good working relationships on the
basis of mutual respect.
In
Search Of Excellence - Robert Waterman & Thomas
Peters
Provides an incisive look at the successful management
techniques of IBM, Texas Instruments, 3M, and other
profitable American businesses. In Search of Excellence
lays much of the groundwork for anyone interested in
studying management. An updated edition of the classic
bestseller - the most famous book by the world's most
trusted management guru, it identifies eight characteristics
common for excellent companies: 1. A bias for action,
2.Close to the customer, 3. Autonomy and entrepreneurship,
4. Productivity through people, 5. Hands-on, value-driven,
6. Stick to the knitting, 7. Simple form, lean staff,
and 8. Simultaneous loose-tight properties. In 1999
Americans rated In Search of Excellence one of the 'top
three business books of the 20th century'. In 2000 Bloomsbury
published an opinion poll ranking it 'The Greatest Business
Book of All Time'. Now it is comprehensively updated
for the 21st century by the authors.
Customer
Care (Management Shapers) - Roland & Frances Bee
Customer
Care will help you understand why caring for your customers
is so important, how you can improve the service you
offer and, ultimately, contribute to achieving organisational
excellence. Clear, practical guidance is given on how
to:
- focus on your customers and the services you provide
- both internal and external
- identify your real customer needs and how best to
meet them
- find out what customers actually think of your service
or product
- improve communication with your customers - face-to-face,
on the telephone or in writing
- turn customer complaints into opportunities to impress
- monitor, evaluate and continuously improve your customer
care.
The
Definitive Book of Body Language - Allan & Barbara
Pease
What people say is often very different to what they
think or feel. Now, with The Definitive Book of Body
Language, you can learn to read others people's thoughts
by their gestures. It sounds implausible, but body
language is easy to pick up and fun to use. Find out:
How to tell if someone is lying; How to make yourself
likeable; How to get co-operation from other people;
How to interview and negotiate successfully How to
choose a partner; Learn the secrets of body language.
The
Actor Speaks - Patsy Rodenburg
Beginning with what
every first-year acting student faces in class and
ending with what leading professional actors must
achieve every night on the three stages of the Royal
National Theatre, Patsy Rodenburg's celebrated work
as one of the world's foremost voice and acting coaches
is fully revealed in this thoughtful and inspirational
book about the process of acting. Through a seven-step
process, she takes the actor through an intensive
voice and speech workshop tackling the vexing problems
faced in rehearsal and on stage: breathing and relaxation;
vocal range and power, communication with other actors
and the audience; integrating movement, singing and
speaking; deciphering and animating a text; adjusting
voice to different size stages and auditoria; working
in mediums beyond the stage; sustaining a performance
through an entire evening and a long run and identifying
and overcoming the countless potential problems that
face every performer who works in front of an audience.
Principles
of Marketing - Philip Kotler
This classic textbook has provided many generations
of marketing students with an exceptional introduction
to marketing, written by one of the masters. With
global examples and completely up-to-date with the
latest marketing techniques, Principles of Marketing
looks at the major decisions that marketing managers
face in their efforts to balance an organisation’s
objectives and resources against needs and opportunities
in the global marketplace. Covering exciting new topics
such as Sustainability, this text continues to be
a leader in the field of marketing. New integrated
video cases from companies such as HSBC, Land Rover
and Electrolux help to bring the subject alive.
The
Marketing Imagination - Theodore Levitt
A unique approach to the marketing/ management concept
discusses product and marketing objectives, the relationship
between client and supplier, the industrialization
of service, and other facets of effective marketing
strategies. This book is for anyone who is in business
or interested in concepts of business and marketing.
The Marketing Imagination is a discussion of important
business topics and issues. It is not a statement
of "this is how it's done", it is a discussion
of "how could this be done, and why". The
examples are revealing and illustrate the issues Levitt
is raising perfectly. The Marketing Imagination is
a book which develops marketing thought, rather than
lists theory.
7 Habits of Highly
Effective People - Stephen R Covey
The 7 Habits of Highly Effective People is recognised
as one of the most influential books ever written. In
this seminal work, Stephen R. Covey presents a holistic,
integrated, principle-centred approach for solving personal
and professional problems. With penetrating insights
and pointed anecdotes, Covey reveals a step-by-step
pathway for living with fairness, integrity, honesty
and human dignity - principles that give us the security
to adapt to change, and the wisdom and power to take
advantage of the opportunities that change creates.
Translated into thirty-four languages and with phenomenal
sales, The 7 Habits of Highly Effective People has been
the key to the success of legions of business leaders
and individuals the world over.
Resolving
Conflict: How to Manage Disagreements & Develop
Trust & Understanding - Shay & Margaret McConnon
Resolving Conflict helps the reader to understand
and be able to deal with conflict and the behaviours
of people with a totally proactive approach to dealing
with situations before they become a problem. The
book uses examples and exercises throughout that make
it easier to relate to your own situation.
Problem
People: And How to Manage Them - Peter Honey
This book gives advice on how
to respond to 50 different types of behaviour which
can make people's lives sheer misery. The problems are
listed alphabetically from the abdicator to the worrier
and include the bureaucratic, the flippant, the kowtower,
the manipulator, the sarcastic, the vague. For each
problem type the author offers four alternative responses:
do nothing; alter our perceptions; turn to advantage
a problem personality; change the situation. The stimulating
techniques he sets out can help everyone to cope with
difficult colleagues, subordinates or superiors.
Gifts
Differing: Understanding Personality Type - Isabel Briggs
Myers
Written by the creator of the
Myers-Briggs Type Indicator inventory, this text distinguishes
four categories of personality styles and shows how
these qualities determine the way people perceive the
world and come to conclusions about what they've seen.
Managing
Employee Stress in the Workplace - Lesley Towner
A concise and practical guide
to teach managers and business owners to recognise stress
in their employees and react effectively.
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