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AMACOM BOOKS

Publishing division of American Management Association International

SPRING 2013 PREVIEW Translation rights are available on all titles, except as noted.

THERESE MAUSSER Director, Rights & International Sales Email: tmausser@amanet.org Phone: (212) 903-8084 Fax: (212) 903-8083

LYNSEY MAJOR Rights & International Sales Associate Email: lmajor@amanet.org Phone: (212) 903-8378 Fax: (212) 903-8083

1601 Broadway New York, NY, 10019-7420, USA


AMACOM BOOKS: Spring-Summer 2013 List of New Titles AMA Dictionary of Business and Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Be a Direct Selling Superstar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 The Board of Directors and Audit Committee Guide to Fiduciary Responsibilities . . . . . . . . . . . . . . . . . . . . . . .3 The Brian Tracy Success Library: Creative Management, Delegation, Motivation . . . . . . . . . . . . . . . . . . . . . .4 Broadbands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Conversations That Sell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 The Customer Service Survival Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Delight Your Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Do It! Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Emotional Intelligence for Project Managers, Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Get Clients Now!,™ Third Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Leadership Intelligence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 The Manager’s Guide to HR, Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Manager 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Managing Knock Your Socks Off Service, Third Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 Marketing to Millennials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 Maximum Influence, Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 The New Rules of Lead Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18 Now I Get It . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 The Performance Appraisal Tool Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20 Personality Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 Smart Sales Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22 Successful Acquisitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 This Is How to Get Your Next Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 What Keeps Leaders Up at Night . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25


1 The AMA Dictionary of Business and Management George Thomas Kurian

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ow students, instructors, and professionals everywhere can find clear, authoritative, explanations of more than 6,000 key business terms. Prepared by a noted encyclopedist, The AMA Dictionary of Business and Management covers a vast range of terminology from all areas of business including management, strategy, finance, human resources, economics, marketing, sales, insurance, and international business. The book explains accounting rules, legal terminology, slang and buzzwords, acronyms, management theories, economic concepts, performance metrics, and more—all the crucial ideas that have transformed business practices and management science in the past 25 years. In addition to concise definitions, this indispensable reference includes longer entries for ideas needing more elaborate explanations, as well as a pronunciation guide for difficult words, special sections on usage, and a thesaurus of related words. While quick definitions abound online, The AMA Dictionary of Business and Management supplies the depth and clarity lacking in most webinitions. And it includes thousands of technical terms omitted from even premier unabridged dictionaries. From Abilene paradox to zero-based budgeting, this is an essential resource for anyone serious about business.

GEORGE THOMAS KURIAN (Yorktown Heights, NY) is

president of the Encyclopedia Society, an international group of encyclopedists and knowledge builders who have produced over 61 encyclopedias, dictionaries, atlases, chronologies, and other reference works.

APRIL 2013 • Business / Reference Hardcover • 71/8 x 101/4 • 300 pages 978-0-8144-2028-7

From a trusted name in business, a major new dictionary with every key term in the field.


2 Be a Direct Selling Superstar Achieve Financial Freedom for Yourself and Others as a Direct Sales Leader Mary Christensen

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illions of people have turned to direct selling to supplement paychecks or supplant boring jobs with more flexible opportunities. In the U.S. alone, over 15 million people have signed on with 2,000 corporations—adding up to $30 billion in annual sales!

Motivational speaker and elite-level earner Mary Christensen helps readers get a piece of this lucrative pie. In her newest book, Be a Direct Selling Superstar, Christensen delivers an all-encompassing guide to the personal, team, and business leadership skills required for building a sustainable and profitable operation. Readers learn how to: Set goals and commit to success • Eliminate selfsabotaging behaviors • Position their products, their business and themselves • Communicate persuasively • Build a committed network of sellers • Inspire and lead a wide range of personalities • Be a strategic mentor • Use best practices in marketing • Maintain work-life balance For corporate refugees, career changers, mompreneurs, or anyone looking to generate higher income—this inspiring master plan explains step by step how to achieve long-term success with direct selling. MARY CHRISTENSEN is one of the most sought-after interna-

tional speakers on the direct selling circuit, and the author of Be a Network Marketing Superstar, Be a Recruiting Superstar, and Be a Party Plan Superstar.

MARCH 2013 • Marketing / Sales Paperback • 6 x 9 • 224 pages 978-0-8144-3207-5

As a direct sales leader, you get what you want by helping your team get what they want.


3 The Board of Directors and Audit Committee Guide to Fiduciary Responsibilities 10 Critical Steps to Protecting Yourself and Your Organization Sheila Moran, CPA, CFE and Ronald Kral, CPA, CMA

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ore than three million people serve on boards and audit committees, positions regarded to be resumé builders and income generators. But perilous risks now come with the job. SEC scrutiny is at an all-time high, with boards and audit committees held liable for acts of fraud in organizations they oversee — even if they have no knowledge of those acts. In addition, insurance policies purchased to protect these individuals from liability are frequently denied, leaving board members exposed to financial ruin. This essential guide eliminates the risks, and ensures the effectiveness of boards and audit committees by uncovering 10 crucial steps every governing body should take. The book advocates: Cultivating independence • Moving from financial illiterate to financial expert • Spotting transactions that are more form than substance • Enlisting independent resources to serve as eyes and ears • Spearheading fraud deterrence initiatives, and more. By synthesizing the nearly impenetrable literature on corporate governance, this concise, easy-to-read guide helps readers gain peace-of-mind protection for their organizations and themselves.

SHEILA MORAN, CPA, CFE (Chicago, IL) is chief financial

officer at Professional Power Products Inc. and serves on the faculty of the Association of Certified Fraud Examiners. RONALD KRAL, CPA, CMA (Madison, WI) is managing partner

at the public accounting firm Candela Solutions LLC.

May 2013 • Business / Finance Hardcover • 61/8 x 91/4 • 224 pages 978-0-8144-3166-5

Millions of board and audit committee members are vulnerable to personal liability claims—and don’t even know it.


The Brian Tracy Success Library

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Motivation

Delegation

Creative Management

Brian Tracy

Brian Tracy

Brian Tracy

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anagers who create positive, energetic, high self-esteem workplaces achieve peak performance, low absenteeism, low turnover, greater productivity, and fewer mistakes. In Motivation, success expert Brian Tracy draws on his decades of experience bringing out the best in others to provide 21 of the fastest, most powerful methods ever discovered for generating rocket-fueled performance in any individual or group. Readers will discover proven ways to: Satisfy employees’ need to feel both autonomous and part of a greater whole • Stimulate greater ambition and output by drawing on individuals’ ‘self-concept’: what they aspire to be, how they think they’re viewed by others, and how much they like themselves • Motivate others by removing the obstacles that prevent them from motivating themselves Most people are just waiting for someone to come along and inspire them to greatness. Packed with proven tools and strategies, this book helps readers deliver a shot of adrenaline to the heart of any work team. April 2013 • Hardcover • 41/2 x 61/6 100 pages • Management

very executive’s position, pay grade, and level of personal and professional satisfaction are determined by the results they achieve — and more than anything else, those results are determined by their ability to delegate. Containing 21 time-tested, key ideas to becoming a far more effective delegator, this book reveals how readers can: Develop human potential and maximize the capability of the people around them • Gain managerial leverage by focusing on accomplishments rather than activities • Set measurable, targeted standards of excellent performance • Identify essential result areas and clearly communicate expectations and order of priorities • Match jobs to skills and abilities, and delegate gradually to build confidence Through successful delegation, managers can increase the quality and quantity of their results, and build loyalty, commitment, and dedication in their people. This book gives readers the tools they need to use delegation to fulfill their own potential, and enhance their professional prestige. June 2013 • Hardcover • 41/2 x 61/6 100 pages • Management

he crucial difference that separates an exceptional career in management and a lackluster one is your ability to devise innovative solutions to work challenges. With research showing the direct relationship between ideas and profitability, your creative thinking skills are vital to your professional advancement. As one of the world’s premier success experts, Brian Tracy knows that creativity is a skill that can be learned and developed with practice. This concise book supplies you with 21 proven, practical methods and techniques you can use to immediately begin generating a stream of life-and-work enhancing ideas, including how to: Stimulate the three primary triggers to creativity • Inspire a creative mindset in your people through recognition, rewards, and environment • Use methods such as Brainstorming, Zero-Based Thinking, Nominal Group Technique, and Lateral Thinking to solve problems • Improve systems, devise new products, and come up with exciting new marketing angles • Ask focused questions to generate elegant solutions With mind-stimulating exercises and down-to-earth strategies, this careerchanging book helps you tap into the root source of your own intuitive genius. August 2013 • Hardcover • 41/2 x 61/6 100 pages • Management

BRIAN TRACY (Solana Beach, CA) is the president of Brian Tracy University and Business Growth Strategies, the

preeminent Internet business learning portal in the world today. He has written 50 books and produced more than 500 audio and video learning programs on management, motivation and personal success, and addresses more than 250,000 people worldwide each year.

✶ No German or Russian translation rights available for the Brian Tracy Success Library


5 Broadbands How Women’s Networks Are Creating Breakthrough Business Success Pamela Ryckman

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ahoo’s Marissa Mayer may be the most high-profile female CEO today, but she’s certainly not the only one. Twenty women are running some of America’s largest companies—more than half of whom landed the top job between 2011 and 2012. These female heads of industry, while still small in number, are the forerunners of a radical shift in power now underway. Women have gained critical mass in the workforce, and they are using their extensive networks to help the best and the brightest ascend to executive and entrepreneurial heights. A new girls’ network is alive and set to hyperdrive. Broadbands is the first book to uncover this monumental trend. Based on a mounting body of anecdotal evidence, the book gathers hundreds of compelling stories of women banding together to help other women, from lining up angel investors for online startups to advising novice CEOs on how to jumpstart their companies. These true stories serve as both a call to action and models to emulate. Author Pamela Ryckman is convinced that these power networks represent a new kind of women’s movement, even “a new breed of capitalism”—capitalism with a conscience. Its practitioners are not out for cold, calculated personal gain; they compete for who can give, not get, the most. Insightful and inspiring, Broadbands counterbalances the gloomy data on female representation in the C-suite, as it reveals the powerful networks now propelling women to the highest positions, and points to significant changes on the horizon.

PAMELA RYCKMAN (New York City) has written for The

New York Times, The Financial Times, Fortune.com/ CNNMoney, The New York Observer, and The New York Sun.

June 2013 • Career Hardcover • 61/8 x 91/4 • 250 page

A powerful girls’ network is helping to close the gender gap at the top. Here are inspiring stories from behind the scenes of a changing workplace.


6 Conversations That Sell Collaborate with Buyers and Make Every Conversation Count Nancy Noel Bleeke Foreword by Jill Konrath

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oday’s buyers want more from sales professionals than a simple consultation. What they’re hungry for are meaningful, collaborative conversations built on personal connection and trust, that result in a WIN3...where they, their organization, and the seller arrive at a common solution. This book introduces sales professionals to the collaborative conversation skills they need to capture the buyer’s time and secure business. Based on the author’s five-step sales system, What’s In It For Them (WIIFT)—Wait, Initiate, Investigate, Facilitate, Then Consolidate—the book shows readers how to: Prepare for an effective sales call • Identify sales opportunities and the factors that drive buyers to act • Adjust their approach to the type of buyer: Achievers, Commanders, Reflectors, and Expressers • Make conversations flow easily • Address problems, opportunities, wants, and needs • Work through objections • And more Packed with valuable tools and examples, salespeople in all industries will discover how to increase their short and long-term sales success by keeping the focus of every conversation where it belongs—on the buyer.

NANCY BLEEKE is president of Sales Pro Insider, a training

and consulting firm specializing in sales effectiveness. Her clients include Motorola, CVS-Caremark, Celestica, MassMutual, and Rexnord.

APRIL 2013 • Sales Paperback • 6 x 9 • 240 pages 978-0-8144-3180-1

When it comes to sales, there’s no such thing as “small talk.” Here’s how to make the most of every conversation.


7 The Customer Service Survival Kit What to Say to Defuse Even the Worst Customer Situations Richard S. Gallagher Foreword by Carol Roth, New York Times bestselling author of The Entrepreneur Equation

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rate, irrational customers require more than the standard “be nice” or “good attitude” approach. They send customer service into red alert, and demand the communication skills of a crisis counselor.

The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s clear guidelines, lessons from behavioral science, case studies, and practice exercises that explain: How to defuse anger by leaning into it with gusto • Avoiding trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisis • Using the divide and conquer approach to safely deliver bad news • Wrapping up transactions so that customers are happy—plus four more crucial techniques Best yet, learning to handle worst-case scenarios has the added benefit of boosting the skills and confidence needed to deal effectively with ANY customer—the key to radical improvements in every organization. RICHARD S. GALLAGHER, MA, MFT (Ithaca, NY) is a former

customer support executive, practicing psychotherapist, and author of numerous books on customer service and communication skills, including How to Tell Anyone Anything and What to Say to a Porcupine.

March 2012 • Customer Service Paperback • 6 x 9 • 208 pages 978-0-8144-3183-2

How to defuse a loudly ticking customer with just the right words.


8 Delight Your Customers 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary Steve Curtin

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n a telling survey reported in The New Yorker, 80 percent of companies described themselves as delivering “superior” service, while consumers said just 8 percent! This inflated confidence points to a severe misunderstanding about what makes customer service truly great. For many organizations, numbers tell the whole story. However, treating customer service as perfunctory transactions is short-sighted, asserts former Marriott trainer Steve Curtin. In Delight Your Customers he uses simple, practical lessons to show that it is the human connection that creates superior customer service. First, the book distinguishes between job function (tasks) and job essence (behaviors). It then makes the compelling case that managers must redirect their focus from quantifiable tasks such as the number of napkins folded to the behaviors that create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm—and other behaviors that build connections on the phone, online, or in person. Packed with firsthand examples and stories, Delight Your Customers helps readers rediscover the power of a smile and the importance of eye contact, and inspires them to truly care about delighting customers—the key to bringing them back for more.

STEVE CURTIN (Denver, CO) spent 28 years with Marriott

International Inc., including 8 as a national trainer. He now delivers customer service training to dozens of clients through his firm Steve Curtain, Customer Enthusiast!

June 2013 • Customer Service Paperback • 6 x 9 • 224 pages 978-0-8144-3280-8

You can’t measure the power of “personal connections,” but when it comes to customer service, they are critical to achieving greatness.


9 Do It! Marketing The Kickass Guide to Getting More Leads, Better Prospects, and Bigger Sales David Newman

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usiness owners seeking attention from prospects know that ‘old school’ marketing efforts like random coldcalling, direct mail, and print ads are a losing proposition. But with so many new ways to reach clients these days, it’s hard to know where to start. Should they be using social media? Email? Seminars? Blogs? Video? Will those tactics even work for their particular industry? Packed with easy-to-follow, ‘do this now’ actions to attract, engage, and win more ‘best-fit’ customers and clients, this book shows readers how to: Use magnetic marketing strategies that pull — not push — qualified decision-makers into their world • Position themselves and their companies as experts • Know when to simplify • Avoid the ‘I, Me, My’ syndrome • Generate consistent visibility and ‘top of mind’ awareness Inspiring and filled with scripts, strategies, templates, and tools, this book shows readers how to stop ‘marketing by accident,’ and outsmart, out-position, and outexecute the competition.

DAVID NEWMAN is the founder of Do It! Marketing, whose

clients have included many Fortune 100 companies. A frequent speaker who has presented over 600 corporate programs since 1992, he has held leadership positions with organizations including the National Speakers Association (NSA) and American Society of Training and Development (ASTD).

June 2013 • Marketing 6 x 9 • 224 pages

A fun, encouraging kick in the pants to help business owners ignite their marketing mojo!


10 Emotional Intelligence for Project Managers SECOND EDITION The People Skills You Need to Achieve Outstanding Results Anthony Mersino, PMP

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esearch indicates that emotional intelligence (EI) accounts for an astonishing 70-80% of management success. Technical expertise just isn’t enough anymore: project managers need strong interpersonal skills and the ability to recognize and manage emotional cues in order to coach their teams to success. Emotional Intelligence for Project Managers introduces readers to the basic concepts of emotional intelligence and shows how to apply them to their project goals. They’ll learn how to: Set the tone and direction for the project • Communicate effectively • Motivate, inspire, and engage their team • Encourage flexibility and collaboration among team members • Deal productively with stress, criticism, and change • Establish the kind of high morale that will attract and retain top performers • And more The second edition includes expanded sections on selfawareness and self-management, tips on using EI to lead Agile Teams, and a close look at Servant Leadership, which enhances productivity by promoting emotional connection. Without the people skills necessary to lead effectively, project managers can see even their most carefully orchestrated projects quickly fall apart. This indispensable guide gives project managers the tools they need to create winning teams and get the job done right and on time.

ANTHONY MERSINO, PMP, PMI-ACP has more than 26 years

of project management experience. A recognized leader in soft skills and relationship building, he has introduced Agile techniques and delivered large-scale business programs and IT projects to clients that include IBM, Unisys, ARAMARK, and Ameritech.

June 2013 • Project Management Paperback • 6 x 9 • 288 pages 978-0-8144-3277-8

When technical know-how just doesn’t cut it …


11 Get Clients Now!™ THIRD EDITION A 28-Day Marketing Program for Professionals, Consultants, and Coaches C.J. Hayden Foreword by Jay Conrad Levinson, author of the “Guerrilla Marketing” series

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lients don’t just materialize. They must be actively wooed through focused marketing and relationship building—a formidable hurdle for many professional service providers who are often too overwhelmed to make it happen. Now it’s easy to replace scattershot or lackluster marketing and networking efforts with these simple, effective strategies. Get Clients Now!™ has helped thousands of professionals customize marketing plans that align with their businesses and comfort levels, then propelled them through a structured 28-day program for putting their plans into action. Now fully updated, this proven system weaves tried-andtrue marketing practices with new ideas for reaching clients, including: • Social media strategies that really work, prospecting and networking online, and integrating online and offline marketing tactics • Fresh tips for dealing with fear, resistance, and procrastination • A clear picture of when to use an email blast or payper-click ad, connect on the phone or via Facebook, hone a pitch or retool a website • And more. The practical “cookbook” approach lets readers pick and choose the marketing ingredients that will best deliver results that matter—new clients!

C.J. HAYDEN (San Francisco, CA) is a Master Certified

Coach, popular speaker, and principal of Wings Business Coaching, LLC, a firm that teaches self-employed professionals to make more money with less effort. She writes on marketing for Home Business, Selling Power, and About.com.

April 2013 • Marketing Paperback • 7 x 10 • 272 pages 978-0-8144-3245-7

28 days is all it takes to craft a targeted marketing plan and find more clients.


12 Leadership Intelligence What You Need to Know to Unlock Your Full Potential John Mattone

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eing an authentic leader both inside and out is a lifetime pursuit. With Leadership Intelligence, leadership coach John Mattone — recently named to the “guru radar” by the prestigious Thinkers50 — taps into his years of experience working with high-achieving professionals to give readers a roadmap for developing and mastering their executive maturity. Supplying three unique tools — the Wheel of Leadership Success, Map of Leadership Maturity, and the Leadership Enneagram — the book helps readers calibrate their own “outer core” strategic competencies — including critical and strategic thinking, decision-making, talent and team leadership, communication, and drive — with equally important character and values. Featuring examples of both good and bad leadership, the book reveals how to examine and strengthen inner traits characterized as The Helper, The Entertainer, The Artist, The Thinker, The Disciple, The Activist, The Driver, The Arbitrator, and The Perfectionist, as well as how to avoid the derailing behaviors associated with each. Filled with practical advice, this book supplies current and emerging executives with the guidance they need to fulfill their leadership potential.

JOHN MATTONE is the president of JohnMattonePartners, Inc.,

a global leadership consulting firm. John also teaches in the executive MBA program at Florida Atlantic University.

March 2013 • Leadership Hardcover • 61/8 x 91/4 • 256 pages 978-0-8144-3237-2

Uniting emerging leaders’ inner strengths with their outer competencies.


13 The Manager’s Guide to HR SECOND EDITION Max Muller

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anagers and small business owners can’t get by without understanding the essentials of human resources. The original edition of The Manager’s Guide to HR introduced readers to all the laws and regulations, rights and responsibilities associated with areas such as hiring and firing, benefits, compensation, documentation and records retention, performance evaluations, training, and more. But much has changed since then. Extensively revised, the Second Edition brings readers up to speed on the latest developments in employment law, including: How social media sites have changed the recruitment landscape • Shifting labor standards regarding compensation and benefits • The National Labor Relations Board’s most recent stances on sexual harassment and workplace violence • The Employee Retirement Income Security Act (ERISA) and the Uniformed Services Employment and Reemployment Rights Act (USERRA) • New recordkeeping requirements under the Genetic Information Nondiscrimination Act • Amendments to the Americans with Disabilities Act (ADAAA) • And more. Featuring step-by-step guidance on everything from COBRA compliance to privacy issues, this trusted resource is now—once again—the most up-to-date.

MAX MULLER (Overland Park, KS), an attorney, began his

involvement in human resources law in 1976 when he became house counsel for Isis Foods. He has presented thousands of seminars on the topic of human resources, including many for the American Management Association.

August 2013 • Management / Human Resources Hardcover • 61/8 x 91/4 • 312 pages 978-0-8144-3302-7

A thorough grasp of basic HR issues is essential for every manager or small business owner. Now fully updated, this is the one guide they need.


14 Manager 3.0 A Millennial’s Guide To Rewriting the Rules of Management Brad Karsh and Courtney Templin

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illennials mean business! But their definition of business is shaking up the workplace. They want more fun, more technology, and more flexibility at work, and are known for their innovative and visionary style. However, as they rise in the ranks, they may find themselves unprepared for the nuts-and-bolts of day-today management, which includes dealing with difficult people, giving constructive feedback, negotiating change effectively, and making tough decisions. Manager 3.0 helps them develop these critical skills by teaching them about the fundamental differences between the four generations of workers, then showing them how to use the CONNECT model (communicate, observe, navigate, negotiate, engage, collaborate, and teach) to bring out the best in each of them. Action plans, goal-setting worksheets, management exercises, and other practical tools help them enhance their unique talents while also mastering the ropes of effective leadership.

BRAD KARSH (Chicago, IL) is the president and founder

of JB Training Solutions and JobBound, two companies focused on helping professionals get to the next level in their careers. A generational expert, author, and experienced public speaker, he has appeared numerous times on CNN and CNBC. COURTNEY TEMPLIN (Chicago, IL) is the Chief Operating

Officer at JB Training Solutions and is a real, live millennial manager! She also sits on the board of the Chicago Society of Human Resource Management, where she leads the Emerging Leaders Initiative.

August 2013 • Management Paperback • 6 x 9 • 240 pages 978-0-8144-3289-1

By 2015, millennials will outnumber boomers in the workplace, and will soon step into their shoes as managers. Here’s the toolkit they’ll need to excel as the newest generation of leaders.


15 Managing Knock Your Socks Off Service THIRD EDITION Chip R. Bell and Ron Zemke Illustrations by John Bush

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ompanies rated high on the quality of their customer service regularly keep customers longer, have lower sales and marketing costs, and experience higher return on sales. What makes the difference is how well supervisors train, coach, empower, and support the frontline employees responsible for providing excellent customer service. Extensively revised with today’s increasingly connected, web-savvy customers in mind, this book shows readers how to: Find and retain service-oriented people • Get to know customers personally • Build a service vision • Train and coach • Create and maintain a service management process that aligns people, systems, and customers • Involve and empower employees • Recognize and reward good performance The Third Edition features new material on: learning from lost customers; creating incentives for great service; fostering trust with one’s people; inspiring passion; and delivering great customer experiences online. In short, everything readers need to make exemplary service “happen.”

CHIP R. BELL (Gun Barrel, TX) is the founder of The Chip

Bell Group, and the author of books including Service Magic and Magnetic Service. The late RON ZEMKE was founder of Performance Research Associates and considered one of the leaders of the service quality revolution. He was coauthor of the best-selling Delivering Knock Your Socks Off Service and other books in the popular Knock Your Socks Off series.

March 2013 • Customer Service Paperback • 6 x 9 • 240 pages 978-0-8144-3204-4

The bestselling customer service management book, completely updated with the latest research, new stories, and examples.


16 Marketing to Millennials Millennial Consumers Decoded Jeff Fromm with Christie Garton

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n marketing today, the Boomers who once exclaimed “Don’t Trust Anyone Over Thirty!” are realizing, along with their Gen-X successors, that they now must reach across the generational divide to today’s youth. The numbers are inescapable: Eighty million Millennials wielding $200 billion in buying power are just now reaching their peak years of earning and spending. Time is running out for businesses that haven’t mastered the techsavvy techniques that win their attention and dollars. Marketing to Millennials solves this all-important puzzle. Fromm and Garton’s branding expertise —supported by original market research of unprecedented depth — reveals that: • Not all Millennials are identical, and assuming they are is costing companies millions. • Parents are taking buying cues from their offspring. Put simply: Dad buys son iPhone, son and friends look cool with iPhones, Dad buys himself and his wife iPhones. • The “Participation Economy”: How a Facebook photo of a 27-year-old hugging her Ford Fiesta explains the new rules of consumer engagement. Featuring interviews with industry experts and profiles of companies that are doing Millennial marketing right, Marketing to Millennials is the key to persuading tomorrow’s buyers.

JEFF FROMM is Executive VP at top ad firm Barkley, with

over 25 years’ experience shaping major brands including SONIC, Hallmark, and PayLess. CHRISTIE GARTON is a lawyer turned entrepreneur (and a

Millennial) whose successful U Chic Media company has received national coverage on The Today Show and elsewhere.

June 2013 • Marketing 6 x 9 • 250 pages

Millennials are the crucial consumers of today and tomorrow— and marketing to them requires a brand new approach.


17 Maximum Influence SECOND EDITION The 12 Universal Laws of Power Persuasion Kurt W. Mortensen Foreword by Robert G. Allen

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nfluence is not just important to salespeople and politicians. It’s a crucial tool for anyone who wants to persuade or motivate others—managers, leaders, community organizers, entrepreneurs, and more. But how can the average person actually be more influential? Maximum Influence unlocks the secrets of the master influencers. Now in an all-new edition, the book breaks down the complex art and science of influence into 12 easily understood skill sets, explaining why each works, how to do it, and what to avoid. Readers learn about the law of dissonance, the law of social validation, the law of expectation—and nine other principles that consciously and unconsciously propel people to act. Each illuminates the lessons learned from the author’s extensive field experience and the latest scientific findings, meticulously gathered and explained here. With new case studies and fresh persuasion techniques, Maximum Influence improves everyone’s success, whether the goal is to manage a project, lead a company, establish policy, close a sale, or even motivate a child.

KURT W. MORTENSEN (Provo, UT) has spent 15 years

researching persuasion, negotiation, and motivational psychology, and delivered hundreds of keynotes and workshops nationwide. He is the author of Persuasion IQ and The Laws of Charisma.

March 2013 • Business Self-Help Paperback • 6 x 9 • 256 pages 978-0-8144-3209-9

An updated classic on persuasion, with new insights from behavioral science.


18 The New Rules of Lead Generation Proven Strategies to Maximize Marketing ROI David T. Scott

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n the age of social media, companies using “lead generation” to reach out to potential customers are faced with all new challenges. What’s been missing — until now — is an overarching perspective taking into consideration how the latest lead generating tactics can all work together. In The New Rules of Lead Generation, nationally recognized marketing expert David T. Scott provides a comprehensive look at lead-generation marketing from a strategic point of view, revealing powerful tactics for generating the maximum number of leads in a corporate-level campaign. Examining the seven most successful lead-generation marketing tactics including e-mail, search engine, and direct mail marketing; social media and display advertising; cold calling; and trade shows, the book reveals how to: Track costs, and measure effectiveness • Use several tactics at once in an integrated campaign • Set goals • Define the types of leads or customer actions they are seeking By introducing a simple, five-step process, The New Rules of Lead Generation helps readers capture the quality leads they need to increase profits...and make their company grow and succeed.

DAVID T. SCOTT has served as a top-tier marketing execu-

tive for Fortune 500 companies and billion-dollar organizations. He is currently CEO and Founder of Marketfish, a Seattle/New York company that provides list marketing services for lead-generation marketers.

March 2013 • Marketing Hardcover • 61/8 x 91/4 • 288 pages 978-0-8144-3261-7

Time-tested, results-driven strategies for lead-generation marketing success.


19 Now I Get It Repair Communication Breakdowns, Negotiate Successfully, and Build Consensus . . . in 3 Simple Steps Donny Ebenstein

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axes, death, and conflict—three things you really can’t avoid. Whether it’s big (a major client who is ready to bolt) or small (a colleague who won’t share the overtime load), conflict eats into productivity and makes people feel frustrated and unproductive. Yet solutions exist for even the toughest situations with the most intractable people. Not surprisingly, the answer lies in better communication—not just saying different words, but learning to think differently. Now I Get It supplies proven techniques for stepping outside one’s point of view and seeing things from other perspectives. Sample dialogues show how this shift in thinking leads to better conversations and improved outcomes. Readers learn: Insights on how to move beyond stock phrases • Steps for overcoming natural defense mechanisms that kick in during conflict • Strategies for telling the other person’s story, the cornerstone of real engagement • Role playing techniques for making tricky conversations go smoothly For anyone stuck with a difficult boss, colleague, employee, or client, Now I Get It provides new insights for quickly deescalating conflict and communicating effectively.

DONNY EBENSTEIN (New York City) is a partner and director

of training and development for Consensus, a consultancy specializing in negotiation and conflict resolution. He has worked with the Israeli Supreme Court, the US Office of Government Ethics, the Federal Aviation Administration, and many organizations across the globe.

June 2013 • Business Self-Help 6 x 9 • 272 pages

From an international mediation expert, new tools for understanding different viewpoints and solving disruptive workplace conflicts.


20 The Performance Appraisal Tool Kit Redesigning Your Performance Review Template to Drive Individual and Organizational Change Paul Falcone and Winston Tan

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well-crafted performance plan has the power to impact a company’s bottom line by producing higher efficiency and effectiveness in the workplace. This book supplies readers with an adaptable performance appraisal template covering the essential areas of performance and conduct, and then reveals how to customize it to an organization’s specific business strategy. Taking into account factors such as workforce composition, growth stage, and organizational goals, as well as how to achieve buy-in and supply training, The Performance Appraisal Tool Kit helps readers: Profile ideal employee performance and behavior • Design competencies that move the organization forward • Clearly outline these competencies as well as performance levels, cumulative ratings, and more • Retool the appraisal as needed to ratchet up expectations and measure results Complete with a Report Card for assessing the current program and simple tools for keeping employees on track, this one-of-a-kind guide reveals how anyone can create a dynamic appraisal system flexible enough to accommodate market changes, revised priorities, and increasing productivity targets.

PAUL FALCONE is an accomplished HR executive who has

worked at organizations including Paramount Pictures, Nickelodeon, Time Warner, and NBCUniversal. His books include 2600 Phrases for Effective Performance Appraisals. WINSTON TAN is a consultant specializing in human resource

performance development and Managing Principal of Intandem, LLC.

May 2013 • Human Resources Paperback • 73/8 x 91/4 • 240 pages 978-0-8144-3263-1

A powerful tool kit for transforming an organization through its people.


21 Personality Power Discover Your Unique Profile—and Unlock Your Potential for Breakthrough Success Shoya Zichy with Ann Bidou

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recent Conference Board survey found that a staggering 53% of workers are dissatisfied with their jobs, but with the unemployment rate stubbornly high, searching for a new position may not be the answer.

Based on the author’s award-winning personality model used by over 50,000 professionals worldwide, Personality Power shows you how to identify and harness your core strengths to immediately improve your job satisfaction— and, ultimately, your success. After completing a simple 10-minute self-assessment, simply turn to the in-depth chapter devoted to your personality type to: Discover your work-related strengths and potential blind spots • Identify your ideal (and least-preferred) work environments • Learn how best to communicate and coach others with different styles • Create a personal career roadmap complete with concrete steps for achieving your goals • And much more Featuring helpful charts, exercises, and inspiring success stories, Personality Power shows you how to leverage your natural talents and find the fulfillment and recognition you seek. SHOYA ZICHY is the creator of the award-winning Color Q

personality profile system. Formerly president of the Myers-Briggs Association of New York, her roster of impressive clients includes Merrill Lynch, Bank of America, UBS, and the U.S. Treasury. She is the author of Career Match.

March 2013 • Career Paperback • 6 x 9 • 288 pages 978-0-8144-2123-9

Knowing yourself is the key to igniting happiness at work.


22 The Smart Sales Manager! The Ultimate Playbook for Building and Running a High-Performance Inside Sales Team Josiane Feigon

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nside sales” is the new normal, with its growth quickly overtaking traditional field sales. And team leaders’ heads are spinning, since many were promoted for their talent closing transactions in person, but don’t “get” social selling, digital communications, and disruptive content creation. . . or how to train their salespeople in these skills that are already necessary to survive. Josiane Feigon does. And from twenty years of delivering solutions to Fortune 1000 companies, she saw this trend coming long ago. In The Smart Sales Manager!, Feigon shares her expertise on everything managers need to lead winning inside sales squads to Sales 2.0 success, including hiring, motivating, training, coaching, and much more: • Selling to the new elusive buyer: Why Customer 2.0 is mad as hell, and how to make them happy • Raising the team’s “Tool IQ”: How to snag the best productivity tools and leave the gimmicks behind. • Using “cheat sheets”: Motivational strategies to salvage deals, engage teams, and boost managerial clout. The Smart Sales Manager! is an all-in-one resource that will bring managers up to speed quickly, show executives the big picture, and give reps the know-how to thrive at the next level.

JOSIANE FEIGON is the founder and CEO of TeleSmart

Communications and is recognized as a world-leading expert on inside sales teams and manager talent. She has provided consulting solutions for such companies as Cisco, Oracle, Hewlett-Packard, and VeriSign, and is the author of Smart Selling on the Phone and Online.

July 2013 • Sales Hardcover • 61/8 x 91/4 • 240 pages 978-0-8144-3283-9

The sales winners of the future must lead their teams from the inside out.


23 Successful Acquisitions A Proven Plan for Strategic Growth David Braun

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very company faces the inevitable: stagnate or grow. And one of the fastest ways for small and mid-sized companies to expand is through acquisition, a highly complex proposition with potentially outstanding rewards. Successful Acquisitions supplies the key information that business leaders need to know. Written by an M&A expert with more than $1 billion in transactions under his belt, the book’s practical and comprehensive approach ties all the moving pieces of the intricate acquisition process into a coherent whole including: The pros and cons of acquisition compared to other growth avenues • The art and science of researching companies • Valuation tips that look beyond the free cash flow of a company • Building and balancing an acquisition team • Developing a negotiation platform • The importance of “the seller’s equation” • How to be tough and still protect the buyer-seller relationship • Guidelines for structuring an airtight deal • The letter of intent, due diligence, purchase agreement, funding, and other essentials • Bringing the deal to a timely close • A 100-day plan for making integration a success It’s all here. From building the foundation to growing the relationship to cementing the deal, Successful Acquisitions is a complete roadmap to buying companies and achieving proactive strategic growth.

DAVID BRAUN is founder and CEO of Capstone Strategic,

Inc., a leading M&A consulting firm focusing on the mid-market sector.

APRIL 2013 • Finance Hardcover • 61/8 x 91/4 • 256 pages 978-0-8144-3265-5

A step-by-step guide to buying a company, from initial strategy to successful deal.


24 This Is How to Get Your Next Job An Inside Look at What Employers Really Want Andrea Kay Foreword by Richard N. Bolles author of What Color Is Your Parachute?

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eading career expert Andrea Kay asked employers one simple question: why didn’t you hire the last ten people you interviewed? What it came down to, every time, wasn’t a matter of skills or experience, but how the applicant acted. From lack of preparation, to lateness, to a subtly defensive attitude, it’s the simple behaviors job seekers exhibit before, during, and after interviews that stand between them and job offers. Based on candid comments from real-life employers, and featuring a foreword by Richard N. Bolles, author of What Color Is Your Parachute?, this book helps job seekers take control of how they come across to the people in charge of hiring. From “20 Things You Should Never Do” to a “Would You Hire You?” test, this book helps readers show hiring managers who they are, and reveal themselves to be the perfect fit for any job they seek.

ANDREA KAY is a career consultant who has helped tens of

thousands of people find new careers and jobs. She is the author of books including Life’s a Bitch and then You Change Careers. Her syndicated column “At Work” appears weekly on USA Today.com.

April 2013 • Career Paperback • 6 x 9 • 240 pages 978-0-8144-3221-1

In the world of job interviews, you are who you seem. Now learn why employers aren’t hiring you... and what you can do about it.


25 What Keeps Leaders Up at Night Recognizing and Resolving Your Most Troubling Management Issues Nicole Lipkin

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s a clinical psychologist working with leaders around the world, Dr. Nicole Lipkin has experience diagnosing the issues that keep all-too-human executives from achieving their full potential. In What Keeps Leaders Up at Night, Lipkin presents smart solutions to the common mistakes leaders make with their people. Featuring examples, stories, cases, and role-playing exercises, each chapter provides answers to tough questions including: Why Do I Sometimes Feel Threatened by My Best People? How Do I Make Sure People Really Listen to What I Say? How Can I Keep Smart Individuals from Making Dumb Team Decisions? What Can I Do to Make this Place Feel Less Toxic? Why Does it Take Me So Long to Fire Somebody I Should Have Dismissed Months Ago? Illuminating basic principles of psychology and neuroscience, the book examines key topics including engagement, motivation, interpersonal dynamics, and more, shining a bright light into the dark corners where all leaders struggle with their own shortcomings.

NICOLE LIPKIN is President of the Philadelphia Society of

Clinical Psychologists, and an Advisory Board Member of the UK-based City Security and Resilience Networks. She is the co-author of Y in the Workplace: Managing the “Me First” Generation.

June 2013 • Management / Leadership Hardcover • 61/8 x 91/4 • 240 pages 978-0-8144-3211-2

A corporate psychologist illuminates the human side of great leadership.


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