Author Archives: Kama

Sneak Peek: AMACOM’s Fall 2014 Catalog

Image of AMACOM Books Fall 2014 Catalog CoverIn these lazy days of summer, it’s hard to imagine that the leaves will soon be turning, and snow isn’t too far off after that. But, with a new fall/winter catalog online full of great AMACOM Books coming out in only a few months, can’t help but be excited for the change of seasons.

Here are some of the  fall and winter books we can’t wait to get in stores and on your shelves:

Lead with Humility: 12 Leadership Lessons from Pope Francis by Jeffrey A. Krames

Anticipate: The Art of Leading by Looking Ahead by Rob-Jan de Jong

Home for Dinner: Mixing Food, Fun, and Conversation for a Happier Family and Healthier Kids by Dr. Anne K. Fishel

Fail Fast or Win Big: The Start-Up Plan for Starting Now by Bernhard Schroeder

The Brian Tracy Success Library: Creativity & Problem-Solving and Sales Success
Tell us what you think in the comments!

Jacket image, Lead with Humility by Jeffrey A. Krames

Jacket image, Anticipate by Rob-Jan De JongJacket image, Home for Dinner by Anne K. Fishel

Jacket image, Fail Fast or Win Big by Bernhard SchroederJacket image, Brian Tracy Success Library, Sales Success

Jacket image, Brian Tracy Success Library, Creativity & Problem Solving

Random Quotes from New Books This August

Jacket image, The Customer Experience 3.0 by John GoodmanCustomer Experience 3.0: High-Profit Strategies in the Age of Techno Service  by John A. Goodman

“For example, if customers of one leading technology company call for assistance 91 days after purchase, and the customer does not have an extended warranty beyond the first 90 days, the company flatly refuses any support. This is because the finance and product management departments both believe that even one free support call would cost too much. My  rough math suggetested that the damage to loyalty of being rebuffed and the impact of WOM and the lost accompanying revenue were at least 10 times the cost of the support call—but I argued to no avail. This company did not understand the math of future loss and potential long-term gain. (page 51)

Jacket image, The Facility Management HandbookThe Facility Management Handbook, Fourth Edition, by Kathy O. Roper, CFM, LEED AP, and Richard P. Payant, CFM, CPE

“There is more to security than locks, keys, alarms, and cameras. When planning to renovate or construct a new facility, security should be a major consideration. Crime prevention through environmental design (CPTED) was originally conceived in the late 1960s and has evolved over the last forty years into an approach that has gained international acceptance with law enforcement entities. The theory of CPTED is based on the concept that design, using information from the built environment, can have a positive impact on reducing crime and improving quality of life. According to CPTED security consultants, a private consulting firm specializing in security, there are four built environment strategies that should be used in design guidelines when preparing a facility security assessment, as discussed in the following subsections.” (page 344)

Jacket image, In Faith and In Doubt by Dale McGowanIn Faith and In Doubt: How Religious Believers and Nonbelievers Can Create Strong Marriages and Loving Families by Dale McGowan

“Still, there’s a pretty fundamental difference between the religious and nonreligious ways of seeing the world. Even if there is common ground, each perspective still has an inherent rejection of the other at its core. Making a secular/religious marriage work doesn’t require us to deny that conflict, only to place it among the many differences that every couple carries into marriage. As the humanistic rabbi Adam Chalom once put it, every marriage is a mixed marriage, bringing difference of a hundred kinds together. When a believer and a nonbeliever come together, the mix is there, it’s real, but it doesn’t have to overwhelm the common ground. This is true in part because religion, irreligion, and marriage itself have undergone tremendous changes in recent generations.” (page 15)

Jacket image, Nonstop Sales Boom by Colleen FrancisNonstop Sales Boom: Powerful Strategies to Drive Consistent Growth Year After Year by Colleen Francis

“Alan Weiss, who has worked with me on this book, recalls a time he visited the vet with his dog. He saw the Merck Manual on the counter and told the vet that Merck was a large client of his.

‘Do you know,’ said the vet with wet eyes, ‘that Merck has done more for animal health over the past decade than any other company on earth?’

When he next appeared before the AgVet (Merck’s animal health division) sales force, he told that story, and the room was absolutely quiet. Surprised, he later asked the vice president what had happened.

‘All we hear,’he said, ‘are stories of how we missed a shipment or produced a bad side effect. We never really hear this. It’s inspiring, and that one story will last all year for our team’s motivation.’

How often are you sharing customer success stories with your colleagues?” (page 236)

Want to sample other AMACOM books? Check out our Random Quotes from New Books series.

Webcast: 10 Avoidable Mistakes Frontline Support Teams Make Repeatedly

Photo of Richard GallagherRich Gallagher, author of  The Customer Service Survival Kit and What to Say to a Porcupine, will hosting a Citrix webcast: 10 Avoidable Mistakes Frontline Support Teams Make Repeatedly.

Wednesday, July 30, 2014
10 AM PDT/ 1 PM EDT
REGISTER HERE

Join Rich Gallagher, author and customer service expert, for a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers.

Attend this live webinar to learn:

  • The impact of “case-close-itis” on performance
  • Catch phrases that aggravate everyone
  • How to think like a customer instead of an agent
  • The wrong way to respond to a customer complaint

Richard Gallagher is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

Jacket image, The Customer Service Survival Kit by Richard GallagherJacket image, What to Say to a Porcupine by Richard Gallagher

Webinar: A Team of Leaders

Photo of Paul Gustavson and Stewart LiffSoundview Executive Book Summaries is hosting a webinar with Paul Gustavson and Stewart Liff, authors of A Team of Leaders: Empowering Every Member to Take Ownership, Demonstrate Initiative, and Deliver Results.

Tuesday, August 5, 2014
12 – 1 PM EDT
REGISTER HERE

Imagine having a team where everyone steps up and performs all of the leadership tasks. Imagine a team that is constantly sharing knowledge and pushing the envelope – one that does long term planning and produces outstanding performance.

In this Soundview Live webinar, A Team of Leaders, Paul Gustavson and Stewart Liff show attendees how to design systems that nurture the leadership potential of every employee – the key to creating high-performance teams. Filled with real-world examples, this fresh approach transforms passive groups of disparate people into effective teams of leaders – workplace teams that work!


Jacket image, Team of Leaders by Paul Gustavson and Stewart Liff

Paul Gustavson is a former chair of the Marriott School of Management’s OB/HR Advisory Board and founder of OPD, which helps organizations around the world create and sustain high-performance teams. Stewart Liff is a human resources and visual management expert and the author of Managing Government Employees.

 

Lead with Humility Now Available on NetGalley

Jacket Image, Lead with Humility by Jeffrey A. KramesWe have just added Lead with Humility: 12 Leadership Lessons from Pope Francis by Jeffrey A. Krames to our NetGalley catalog. Book reviewers, journalists, librarians, bloggers, academics, booksellers and other book professionals interested in reading and writing about management and leadership topics, whether from secular or spiritual perspectives, are invited to request Lead with Humility for review.

When Fortune announced its list of the World’s Greatest Leaders, the top spot was awarded—not to a captain of industry—but to the new pontiff.

In the year since his election, Pope Francis earned that accolade…and more. He has achieved the remarkable: breathed life into an aging institution, reinvigorated a global base, and created real hope for the future.

How did a man who spent his life laboring in slums far from the Vatican manage to do this and so quickly? The answer lies in his humility—and the simple principles that spring from it. Lead with Humility explores 12 of these principles and shows how leaders and managers can adapt them for the workplace with equally impressive results. They include:

  • Don’t stand over your employees—sit down with them
  • Avoid insularity
  • Don’t judge—assess
  • Take care of people, not lobbies
  • Go where you are needed
  • Temper ideology with pragmatism
  • Don’t change—reinvent!
  • The boldest course can be the most prudent

Pope Francis’s ability to inspire the world is unprecedented in modern times. Lead with Humility reveals the power of his methods, and helps anyone lead with grace and greater authenticity.

Photo of Jeffrey A. Krames, author of Lead With HumilityJeffrey A. Krames is the bestselling author of The Rumsfeld Way, The Welch Way, Jack Welch and The 4 E’s of Leadership, and other popular business books. He has been published in The New York Times, The Wall Street Journal, Barron’s, Financial Times, Chicago Tribune, and Los Angeles Times and been interviewed by Fox News, CNBC, MSNBC, CNN, A&E’s Biography, the BBC, and other major media outlets.

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NetGalley is a service for people who read and recommend books, such as book reviewers, journalists, librarians, professors, booksellers, and bloggers.

There are a number of different reading options for this e-galley:

Find all of AMACOM’s e-galleys on NetGalley.

You can review how to get AMACOM’s digital galley request approval on NetGalley HERE.