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The New York Times bestselling guide to leading positive change in any organization―updated with critical new insights, research, and case studies
The world-renowned leadership experts that brought us the leadership classic Crucial Conversations have fully updated their bestselling Crucial Influence (originally published as Influencer). In these pages, they reveal that fewer than one in eight behavior change efforts is successful--and most produce nothing more than wasted resources and organization-wide cynicism.
The solution to this challenge isn't easy, but it is simple. It's all about the strategic application of influence--systematic and intentional actions aimed at helping people improve results by changing their behavior--a practice most leaders have yet to fully understand and embrace.
Crucial Influence walks you through the process of identifying the personal, social, and structural levers that influence both motivation and ability, then engaging these levers for directed behavior change.
At the end of the day, leadership is intentional influence, the authors write. If behavior isn't changing, you aren't leading. Whatever you're seeking to change through effective leadership--from making virtual workforces work to tackling a social issue--influence, not authority, is what will get you there. You'll learn to view leadership through the new lens of influence as you apply the lessons from this book to everyday challenges.
New to this edition:
How can I make learning part of the overall company strategy? How do I convince key stakeholders of the value of L&D? How can I develop a proactive approach to L&D rather than reactive?
L&D professionals can achieve all these things and more by becoming a trusted learning advisor rather than an order taker. The Trusted Learning Advisor is full of practical tips, tools, and case studies outlining the path learning practitioners need to follow to transform from order takers into strategic consultative business partners. This essential guide includes strategies for developing skills needed to build trust and relationships with stakeholders, practical advice on connecting the learning strategy to business strategy, and communicating all of this to the organization. It also has additional support on critical thinking, communication and influencing skills as well as advice on how to master a growth mindset. Written by an author with over 20 years' experience in the industry, locate the skills that are needed by L&D professionals to become strategic consultive partners by driving value for organizations and unlocking potential. This is crucial reading for all L&D practitioners looking to develop their role as well as positively impact lives through the power of learning and adding true value to the organization.
When your service department is struggling to reach its goals and management is breathing down your neck, who can you turn to for help?
In The Irreplaceable Service Manager, Chris Collins provides you with the roadmap to exponentially improve your service department performance in 90 days or less. From maximizing Fixed Absorption and Customer Retention to optimizing Time Management and Labor Rates, Chris's methods have proven to assist service managers determined to boost their service department results.
A sought-after dealership consultant and management expert, Chris offers a platform for action that helps service advisors and managers improve department operations by:
This book includes hundreds more tips and tricks that will enable you to transform your service department into a well-oiled, lucrative machine - while at the same time making you an Irreplaceable Service Manager.
Map It helps you turn training requests into projects that make a real difference. You'll learn how to:
Using humor and lots of examples, Map It walks you through action mapping, a visual approach to needs analysis and training design. Organizations around the world use action mapping to improve performance with targeted, efficient training.
Try sample activities, download job aids, and learn more at map-it-book.com.
A practical, easy-to-use guide to transform business communications into memorable narratives that drive conversations--and your career--forward
In Everyday Business Storytelling: Create, Simplify, and Adapt A Visual Narrative for Any Audience, visual communication and storytelling experts Janine Kurnoff and Lee Lazarus leverage decades of experience helping executives at the world's top brands--including Colgage-Palmolive, Nestlé, T-Mobile, Medtronic and Meta--bring clarity and meaning to their business communications. Whether you're building a presentation, crafting a high-stakes email, or need to influence the conversation in your next meeting with an executive, or have to communicate with data, Everyday Business Storytelling offers an insightful exploration of how to develop compelling business narratives that meet diverse audience needs.
You'll discover how to use a simple, repeatable framework to transform your ideas, data, and insights into an authentic, persuasive story. Within this professional development book, you'll also find clever data visualization and visual display techniques to help humanize your stories and build an audience connection, leading to improved presentation skills and better data literacy. Whether you're looking to enhance your executive presence, align teams, become an expert at converting data analysis into data insights, or want to communicate change and influence audiences, Everyday Business Storytelling is for you.
Everyday Business Storytelling is an indispensable guide to making your communications stick in the minds of your audience and drive change. It enables you to display confidence and communicate with clarity regardless of how complex your message is. If you're a busy, talented businessperson looking for tactics to improve your executive presentations, one-pagers, emails, or virtual meetings, this communication book is for you.
BPMN 2.0 is the industry standard diagramming language for business process models. The meaning of the shapes and symbols is defined by a specification, independent of the tool employed. But creating models that communicate the process logic clearly and completely demands more than a dictionary of shapes and symbols. It also requires a methodology for properly structuring the process information and additional best practices specified as style rules that can be validated in a tool: Method and Style.
Based on training over 4000 students, this book zeroes in on the elements process modelers need to know in order to create Good BPMN: usage of the important shapes and symbols; the Method, a systematic procedure for translating process details gathered in stakeholder workshops into properly structured models that communicate the process logic clearly and completely; and style rules, additional conventions that make the process logic evident from the printed diagrams alone.
Bruce Silver is the leading provider of BPMN training and certification. He has been providing BPMN training since early 2007 and is regarded as an authority in the field. He was a member of the BPMN 2.0 technical committee in OMG, and his methodandstyle.com website is a popular source of news and commentary about all matters related to BPMN.
This book is a collection of engaging, sure-fire exercises based on the best, most up-to-date learning theory for preparing the leaders of tomorrow.
When it comes to preparing a new generation of leaders, trainers have their work cut out for them. In addition to being a critical competency, the task of leadership necessarily involves mastering a whole host of other skills...and it's up to you as a trainer to keep participants engaged and active throughout the learning process.
The Leadership Training Activity Book features easily adaptable modules designed for beginning to advanced skill levels, short or long sessions, and large or small groups. You'll find the perfect training exercises to help new and experienced leaders improve their understanding of crucial topics such as:
The Leadership Training Activity Book provides you with a wide range of activities to help teach and apply the most critical leadership competencies participants need, enabling you to develop and liberate the leadership qualities learners already have within themselves.
It is a unique collection of proven exercises that will elicit the best from those who wish to lead.
Most salespeople work hard to become proficient in reaching the frontline managers in their markets. However, a salesperson who wishes to achieve long-lasting success with a client will learn how to also appeal to top-level executives from an above the line perspective.
Master sales trainer Skip Miller shows how to simultaneously sell to both the frontline manager as well as the executive who is more concerned with profit/loss indicators such as ROI, time saved, risk lowered, and productivity improved - a strategy used by Google, Apple, Cisco WebEx, and other powerhouses.
In Selling Above and Below the Line, you will learn how to:
Customers who have been loyal to you suddenly back out of the relationship due to decisions made above the manager's head. This often could have been avoided had the salesperson been intentional to sell both the technical and financial fit.
In Selling Above and Below the Line, learn to effectively communicate both, leading to more successful and lucrative deals than ever before.
A world-renowned innovation guru explains practices that result in breakthrough innovations
Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation.
For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer requirements to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually.
In a book that challenges everything you have learned about being customer driven, internationally acclaimed innovation leader Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as outcome-driven innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated.
Based on more than 200 studies spanning more than seventy companies and twenty-five industries, Ulwick contends that, when it comes to innovation, the traditional methods companies use to communicate with customers are the root cause of chronic waste and missed opportunity. In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as needs, benefits, specifications, and solutions, Ulwick argues that researchers should silence the literal voice of the customer and focus on the metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done. Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives.
With the same profound insight, simplicity, and uncommon sense that propelled The Innovator's Solution to worldwide acclaim, this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process--from segmenting markets and identifying opportunities to creating, evaluating, and positioning breakthrough concepts. Using case studies from Microsoft, Johnson & Johnson, AIG, Pfizer, and other leading companies, What Customers Want shows companies how to:
Innovation is fundamental to success and business growth. Offering a proven alternative to failed customer-driven thinking, this landmark book arms you with the tools to unleash innovation, lower costs, and reduce failure rates--and create the products and services customers really want.
Dive into the thrilling narrative of One Jordan, a testament to the extraordinary impact of a unique networking strategy that flipped the script on conventional approaches. This book shares the captivating journey of its author, who embarked on an audacious quest to connect with high-level individuals by sending them a single Jordan shoe and a handwritten note, promising the other shoe in return for a call. Through riveting stories and insightful reflections, the book demonstrates how this innovative approach led to meaningful dialogues, valuable mentorships, and impactful collaborations that defied all odds.
The transformation you'll experience as a reader goes beyond the engrossing narrative; it plants the seed of inventive thinking, encouraging you to design your personal strategies for success. With One Jordan, you'll understand the power of individuality, the impact of persistence, and the profound results of stepping out of your comfort zone. The book propels you to think outside the box, fostering the creation of your unique narrative in the vast world of networking. Remember, it all starts with one step-or in this case, One Jordan.
Chris Welton, a distinguished performance coach, dynamic speaker, and expert connector, never fails to inspire and enlighten. As a seasoned podcast host, his insightful conversations shape the minds of listeners around the world. Chris's expansive knowledge and unique approach to personal and professional development fuel his work, empowering individuals to reach their utmost potential. In his latest venture as an author, Chris leverages his wealth of experience to create a book that is as captivating as it is profoundly transformative.
Reskilling is the new imperative in the war for talent.
As the pace of technological change accelerates, the demand for new skills is increasing. And as technologies like AI take on new tasks and jobs, smart organizations aren't waiting for their new workforces to appear. They are investing in reskilling the workers. They're adopting a skills-based approach to hiring and developing talent. And they're leveraging digital learning tech to upskill their employees dynamically and efficiently. What new approaches should your organization be taking to build the workforce you need--now and tomorrow?
Reskilling and Upskilling: The Insights You Need from Harvard Business Review brings you today's most essential thinking on rebuilding and retraining your workforce. It explains how to launch the right skilling initiatives, how to measure their impact, and how to prepare your company to compete in the new skills economy.
Business is changing. Will you adapt or be left behind?
Get up to speed and deepen your understanding of the topics that are shaping your company's future with the Insights You Need from Harvard Business Review series. Featuring HBR's smartest thinking on fast-moving issues--blockchain, cybersecurity, AI, and more--each book provides the foundational introduction and practical case studies your organization needs to compete today and collects the best research, interviews, and analysis to get it ready for tomorrow.
You can't afford to ignore how these issues will transform the landscape of business and society. The Insights You Need series will help you grasp these critical ideas--and prepare you and your company for the future.
Upskill, Reskill, Thrive: Optimizing Learning and Development in the Workplace offers readers an accessible guide to understanding and applying Universal Design for Learning (UDL) to the workplace. Universal Design for Learning is a framework to improve and optimize teaching and learning for all people based on scientific insights into how humans learn. Using exemplars from across sectors and industries, James McKenna highlights how learning and development professionals can redefine the goals of learning in the corporate environment - not only for the benefit of the organization but also, and perhaps more importantly, for the individual.
Upskill, Reskill, Thrive illustrates how to create and sustain learning and work environments that honor and empower individuals in ways that promote knowledge generation and sharing. This book will help L&D educators and corporate leaders motivate their teams from the inside to improve performance and become part of an inclusive culture across an organization.
What makes a training course successful? What is the secret to conducting an effective and memorable training course? What makes a great trainer? Why some training courses are useful, motivating and educational while others are boring and forgettable?
This book provides you with a comprehensive set of guidelines on all aspects of training. The methodologies, scenarios and exercises presented in this book will ensure that you, as a trainer, are equipped with all the tools and skills needed to deliver a great training course. At Skills Converged, we specialise in supporting the training community with our state-of-the-art training materials. Over the years we have delivered numerous courses and have received extensive feedback from trainers who have used our products all over the world. We know what makes a training course successful and what makes one fail. In this book, we share our most treasured findings and experiences with you. We want to help you become the best trainer you can be and in turn, train as many people as possible around the world.
Research shows that one of the fastest ways to learn is through examples. This book contains a large number of examples, case studies, and important research in the field of adult education for you to employ. Whether you are teaching soft skills, management, IT, technical courses or arts and crafts, you can benefit from this book as the lessons are applicable to teach any topic.
This Second Edition has been extensively expanded with several chapters and now includes the entirety of our highly praised Train the Trainer Self-Study Course.
In this book you will learn:
This book complements the 2-Day Train the Trainer: Core Skills course by Skills Converged. Read the book and attend the course to get the most.
Better Learning Solutions Through Better Learning Experiences
When training and development initiatives treat learning as something that occurs as a one-time event, the learner and the business suffer. Using design thinking can help talent development professionals ensure learning sticks to drive improved performance. Design Thinking for Training and Development offers a primer on design thinking, a human-centered process and problem-solving methodology that focuses on involving users of a solution in its design. For effective design thinking, talent development professionals need to go beyond the UX, the user experience, and incorporate the LX, the learner experience. In this how-to guide for applying design thinking tools and techniques, Sharon Boller and Laura Fletcher share how they adapted the traditional design thinking process for training and development projects. Their process involves steps to:
Even for experienced facilitators, putting together a 2-hour workshop can be daunting.
Where to start? What to include? How to engage the audience? How to create impact and positive results? Above all, how to do all this quickly and effectively?
Drawing on years of experience designing and delivering workshops all over the world, Leanne Hughes' '2-Hour Workshop Blueprint' gives you a formula to create sessions that hit the mark every time. Leanne's SPARK framework takes you step by step, from first contact with a client all the way through to post-session review and follow-up.
Cut your design & development time and create impactful and memorable sessions that engage participants from the start. Leave them asking, when's your next workshop?