Eric Jacobson On Management And Leadership

Whether you are in a new customer service role or simply need some customer service refresher tips, Customer Service Training 101 , is the book for you.   Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers.   Along with dozens of scenarios, examples, guidelines and practice lessons, author, Renee Evenson , also provides a focus on customer service in today’s marketplace, which includes effectively using social media .   My favorite parts of the book include Evenson’s techniques for effective customer service via the phone and for properly responding to customer complaints .   First, for effective customer service via the phone : Verbalize what you are doing – explain to your customer what you are doing throughout the phone contact. Never assume that the person on the other end understands. During pauses, tell...

AMACOM's (of the American Management Association)  sixth edition  of the best-selling book,  The First-Time Manager  -- originally published in 1981 is a must-read for new managers and leaders in business. One of my favorite sections of the book is the one about  class in a manager : Class is treating people with dignity. Class does not have to be the center of attention. Class does not lose its cool. Class does not rationalize mistakes. Class is good manners. Class means loyalty to one's staff. Class recognizes the best way to build oneself is to first build others. Class leads by example. Class does not taken action when angry. Class is authentic and works hard at making actions consistent with words.

New or seasoned entrepreneur. Small or large business. Ample or limited budget. There is a new book just for you that teaches you how to strategically recruit people with the values and goals that will drive your venture forward .   Authored by Dave Carvajal , experienced entrepreneur and recruiter, the book is, Hire Smart From the Start: The Entrepreneur’s Guide to Finding, Catching, and Keeping the Best Talent for Your Company .   Most important, you’ll learn how to:   Prioritize people over technology/ideas and capital. Reframe your recruiting mindset to custom-fit talent to your organization (rather than settling for skill competence). Use a tried-and-true process to search for individuals whose value/work-styles are compatible with your organization’s culture. Hiring smart is key explains Carvajal, “because entrepreneurs need a competitive advantage, and that advantage is a group of people rather than a strong individual at the top.”   “I am ...

My two favorite learnings from Stephen Denning ’s new book, The Age of Agile: How Smart Companies Are Transforming theWay Work Gets Done , are the following:   First, where Denning explains the 10 elements of an organization/company that is passionate about, and driven by, the goal of delighting customers . Those elements are:   There is a shared goal of delighting the customer. Top management takes responsibility for ensuring enthusiasm for delighting the customer throughout the organization. The firm aspires to be the best at what it does. Everyone in the organization has a clear line to the customer. The firm ensures it has accurate and thorough knowledge of the customer. Staff members are empowered to make decisions. The firm’s structure changes with the marketplace. Relationships are interactive, vertically, horizontally, internally, and externally. Back-office functions are aligned to serve the customer. Value for customers must be monetizable for t...

Although people generally spend about 50 percent more time listening than speaking, the average listener misses more than he or she takes in – about two-thirds of any spoken message. That’s the unnerving findings of Robert Bolton, PH. D. and Dorothy Grover Bolton, ED.M. , authors of the new book, Listen Up or Lose Out .  “Listening is not only the skill that lets you into the other person’s world; it is also the single most powerful move you can make to keep the conversation constructive” – Douglas Stone , Bruce Patton and Sheila Heen .  Equally important, listening well has been found to distinguish the best managers, teachers, and leaders, according to Daniel Goleman , author of, Social Intelligence: The New Science of Human Relationships . Presented within 22 chapters within five parts , the Bolton’s book teaches you: Why you should improve your listening The do’s and don’ts of great listening How to properly reflect content you’ve heard Reading and refl...

"The clearer your company culture, the less likely it will be hijacked by the weaker personalities in your team," explains  Mary Christensen , author of the book,  Be A Network Marketing Leader . "A few guidelines will ensure a level playing field for all team members as they pursue their individual goals." Christensen's  recommended eight guidelines  are: We respect each other. We support each other. We appreciate everyone's contribution. We're always professional. We operate in a spirit of fun and friendship. We keep it positive. We're a gossip-free zone. We deal with our disagreements in private.

"The clearer your company culture, the less likely it will be hijacked by the weaker personalities in your team," explains Mary Christensen , author of the book, Be A Network Marketing Leader . "A few guidelines will ensure a level playing field for all team members as they pursue their individual goals." Christensen's recommended eight guidelines are: We respect each other. We support each other. We appreciate everyone's contribution. We're always professional. We operate in a spirit of fun and friendship. We keep it positive. We're a gossip-free zone. We deal with our disagreements in private.

"Questions help us break down barriers, discover secrets, solve puzzles, and imagine new ways of doing things, But few of us know how to question in a methodical way," explains Frank Sesno , Emmy-award-winning journalist, and author of the forthcoming book, Ask More . Set to publish in January 2017, Sesno's book teaches readers how the power of questions: Opens doors Uncovers Solutions Sparks Change More specifically, he reveals: The power and payoff of targeted diagnostic questions. How strategic questions can ease the hardest decisions and support triumphant outcomes. How and when to use empathy questions. How asking creativity questions help to get people to imagine, set their sights high and soar above failure. And, "when a leader fails to know where he/she is going, refuses to listen to what he/she doesn't want to hear, or relies on faulty information, bad things happen," adds Sesno. Frank Sesno Sesno also shares t...

Here, from the new book, Be A Network Marketing Leader , are some tips on how, as a leader, you can connect with your individual team members: Send cards on their birthdays and anniversary-of-joining dates. Keep yourself updated with what's happening in their personal lives. Show your support during personal or family crises. Schedule weekly one-on-one phone calls or meetings. Pay attention. When you see an increase, decrease or change in results, get in touch. Schedule monthly whole team meetings. Applaud achievements and address concerns immediately. Be consistent. Make frequent thoughtful, spontaneous gestures. Thank you to the book publisher for sending me an advance copy of the book.

AMACOM's (of the American Management Association)  sixth edition  of the best-selling book,  The First-Time Manager  -- originally published in 1981 is a must-read for new managers and leaders in business. One of my favorite sections of the book is the one about  class in a manager : Class is treating people with dignity. Class does not have to be the center of attention. Class does not lose its cool. Class does not rationalize mistakes. Class is good manners. Class means loyalty to one's staff. Class recognizes the best way to build oneself is to first build others. Class leads by example. Class does not taken action when angry. Class is authentic and works hard at making actions consistent with words.

AMACOM's (of the American Management Association)  sixth edition  of the best-selling book,  The First-Time Manager  -- originally published in 1981 is a must-read for new managers and leaders in business. One of my favorite sections of the book is the one about  class in a manager : Class is treating people with dignity. Class does not have to be the center of attention. Class does not lose its cool. Class does not rationalize mistakes. Class is good manners. Class means loyalty to one's staff. Class recognizes the best way to build oneself is to first build others. Class leads by example. Class does not taken action when angry. Class is authentic and works hard at making actions consistent with words.

In a few months I'll post my top (favorite) books for leaders that were published in this year. In the meantime, here again is my list of my eight favorites from the year 2013. In no particular order, these are my picks -- each provides timely, practical and valuable tips, techniques and tools for how to become a more effective leader . You'll find among the books useful information about: communicating more effectively  the power of story telling creating an ethical workplace culture increasing revenue the basics you need to know as a first-time leader Ethical Leadership Unlimited Sales Success Manager 3.0 AMA Business Boot Camp The way of the SEAL Becoming a Better Boss Leadership Conversations And, my favorite from last year (2012) in case you haven't read this book: Lead with a Story What is your favorite book for leaders from this year, 2015 ?  

I wish the book, What To Do When You're New , would have been published twenty-five years ago. Being more introverted versus extroverted, the author's advice and teachings would have helped me during new jobs and after promotions, when relocating to new cities, when joining new clubs and organizations, and whenever I became a member of a new team. The book, by Keith Rollag, is all about how to be comfortable, confident, and successful in new situations . "It's nearly impossible to accomplish anything meaningful and important in life without at some point having to meet new people, learn new things, and take on new roles," explains Rollag. So, even for extroverts I believe this book will be useful. "And as a newcomer, how you think and act in those first few seconds, minutes, hours, and days matters," adds Rollag. According to Rollag, t he secret to newcomer success comes down to willingness and ability to do five key things : Introduce our...

If you want to build the psychological body armor to achieve personal resilience, then the new book, Stronger , is a must-read for you.  That body armor consists of five factors of personal resilience : active optimism decisive action moral compass relentless tenacity interpersonal support According to the authors, these five factors of personal resilience are keys to improving your work habits and output in the workplace, and to achieving overall satisfaction from life. Backed by compelling scientific findings and packed with powerful stories of resilience in action, Stronger  teaches you how to gain an edge on making sound decisions under pressure, bounce back from setbacks and layoffs, and motivate peak performance in others as well as yourself, Each chapter includes self-assessment questions and homework  for choosing one thing you'll do the next day to help you begin to develop each of the five factors of your personal resilience body armo...

AMACOM's (of the American Management Association)  sixth edition  of the best-selling book,  The First-Time Manager  -- originally published in 1981 is a must-read for new managers and leaders in business. One of my favorite sections of the book is the one about  class in a manager : Class is treating people with dignity. Class does not have to be the center of attention. Class does not lose its cool. Class does not rationalize mistakes. Class is good manners. Class means loyalty to one's staff. Class recognizes the best way to build oneself is to first build others. Class leads by example. Class does not taken action when angry. Class is authentic and works hard at making actions consistent with words.

The new book, The Star Factor , shows you a unique system for unlocking the wisdom of your stellar performers and transforming that knowledge into actionable steps to help other employees internalize these new attitudes and behaviors. The system and methodology is called affirmative leadership . In the book, authors William Seidman and Richard Grbavac , explain the science, specifically the neuroscience , behind affirmative leadership. They also outline the four phases of affirmative leadership : Discover - identifying your stars. Prepare - creating a learning program. Launch - using coaches to lead learning groups. Guided Practice - completing weekly practice exercises four to six months into the process. Affirmative leadership can be used with a small group or globally for thousands of employees. And just what is it that makes a star performer? Star performers : Take advantage of every opportunity to learn. Are skilled at filtering out what's irrele...

"I define persuasion as ethically winning the heart and mind of your target," explains author Mark Rodgers . And, in his new book, Persuasion Equation , he teaches you the subtle science of getting your way. Persuasion has two primary roles : to get someone to willingly do something to get someone to willingly not do something Rodgers explains that persuasive people are: Assertive Empathetic Communicative Tenacious Resilient In the book, you'll learn that while logic prompts thinking, emotion propels acting. And, he teaches you to focus on the influencing power of risk. How to articulate risk according to probability and seriousness, both for your position and the opposition's, and ensure that yours is "safer." As you read the book, you'll learn, for example, how to persuade another person to: Approve a higher head count Enter into a business relationship Support your initiative Three Realms of Credibility ...

A good book to add to your 2015 reading list is AMACOM's (a division of the  American Management Association ), The 11 Laws of Likability . From the book, here are some great reminders on  listening  --  what to do and what not to do to be a leader who's an effective listener : Do : Maintain eye contact Limit your talking Focus on the speaker Ask questions Manage your emotions Listen with your eyes and ears Listen for ideas and opportunities Remain open to the conversation Confirm understanding, paraphrase Give nonverbal messages that you are listening (nod, smile) Ignore distractions Don't : Interrupt Show signs of impatience Judge or argue mentally Multitask during a conversation Project your ideas Think about what to say next Have expectations or preconceived ideas Become defensive or assume you are being attacked Use condescending, aggressive, or closed body language Listen with biases or closed to new ideas Jump to conclusi...

Leading a customer service team? Have the team members use these  9 tips for delivering excellent customer service : Rely on winning words and soothing phrases.  A simple but sincere “Thanks for your patience” or “I’m listening” can go a long way toward defusing a holiday shopper’s frustration, anxiety, or panic. Develop a repertoire of short, easy to remember phrases around issues that are important to customers. Practice until the words come naturally. Communicate with silence.  Remaining silent while your customers are talking is a basic courtesy, and nodding tells them you’re listening and understanding what you hear. An occasional “uh huh” or “I see” tells them you’re still listening without interrupting. Make customers feel seen.  Making eye contact acknowledges that you see your customers as individuals. But there’s a balance to be struck here: staring can make your customers uncomfortable, too. Also keep in mind that eye contact is governed by specif...

Mark your calendars now to check out the November 2014 release of, The Ten Golden Rules of Leadership:  Classical Wisdom for Modern Leaders . You'll step back in time to learn philosophies of the past and how to apply them today. Authors M. A. Soupios and Panos Mourdoukoutas offer a fresh approach to becoming a great leader by learning from antiquity's great thinkers, such as Aristotle, Hesiod, Sophocles, Heraclitus, and others. Each chapter in the book is devoted to one philosophy of leadership that equate to ten simple rules : Know Thyself Office Shows the Person Nurture Community at the Workplace Do Not Waste Energy on things You Cannot Change Always Embrace the Truth Live Life by a Higher Code Always Evaluate Information with a Critical Eye Never Underestimate the Power of Personal Integrity Character is Destiny You'll learn how to take each idea and apply it to the challenges of the modern workplace. According to the authors, the key disti...