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This is the digital version of the printed book (Copyright © 2002). The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you–or that you completely received someone’s message? Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least). Thankfully, Naomi Karten–author of Managing Expectations–is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers. Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems–as well as methods for preventing them in the first place. Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example, mistaken assumptions of understanding lack of follow-up unfixed project terminology emotional baggage personality conflicts mismatched communication preferences Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life. Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.
Having spent most of her career working in and with IT organizations, Naomi Karten has written this book for IT professionals and those who work with IT. These groups are the primary audience and the context for most of the examples and stories. But everything in the book applies to any line of work, even if it doesn't entail contact with IT.
A comprehensive guide to future-proofing public sector communication and increasing citizen satisfaction How to communicate with the citizens of the future? Why does public sector communication often fail? Public Sector Communication combines practical examples from around the world with the latest theoretical insights to show how communication can help bridge gaps that exist between public sector organizations and the individual citizens they serve. The authors—two experts in the field with experience from the public sector—explain how public entities, be they cities, governments, foundations, agencies, authorities, municipalities, regulators, military, or government monopolies and state owned businesses can build their intangible assets to future-proof themselves in a volatile environment. The book examines how the recent digitalization has increased citizen expectations and why one-way communication leaves public sector organizations fragile. To explain how to make public sector communication antifragile, the authors map contributions from a wide variety of fields combined with illustrative examples from around the world. The authors propose a research-based framework of different intangible assets that can directly improve communication in the public sector. This important resource: Helps explain the sector-specific conditions and why communication is often challenging in the public sector Summarizes all relevant literature on the topic across disciplines and includes the most popular management ideals of the recent decades Explores how public sector organizations can increase citizen satisfaction with effective communication Presents new approaches to both the study and practice of communication in the public sector Provides international examples of successful public sector communication Offers realistic guides to building intangible assets in practice Written for advanced undergraduate and graduate students, as well as public managers and leaders, Public Sector Communication offers an illustrative, research-based guide to improving communication and engaging citizens of today and the future.
Great management is difficult to see as it occurs. It's possible to see the results of great management, but it's not easy to see how managers achieve those results. Great management happens in one-on-one meetings and with other managers---all in private. It's hard to learn management by example when you can't see it. You can learn to be a better manager---even a great manager---with this guide. You'll follow along as Sam, a manager just brought on board, learns the ropes and deals with his new team over the course of his first eight weeks on the job. From scheduling and managing resources to helping team members grow and prosper, you'll be there as Sam makes it happen. You'll find powerful tips covering: Delegating effectively Using feedback and goal-setting Developing influence Handling one-on-one meetings Coaching and mentoring Deciding what work to do---and what not to do ...and more. Full of tips and practical advice on the most important aspects of management, this is one of those books that can make a lasting andimmediate impact on your career.
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:
For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network.
Australian Management Essentials is the most comprehensive book about management available. This invaluable reference covers all topics essential to senior managers, front-line managers and supervisors. Hundreds of step-by-step solutions are presented in a uniquely accessible structure, along with proven leadership tactics and expert management tips. Discover everything that the Australian manager needs to know in order to manage and lead effectively in the workplace.
A compendium of essential information for the modern security entrepreneur and practitioner The modern security practitioner has shifted from a predominantly protective site and assets manager to a leading contributor to overall organisational resilience. Accordingly, The Security Consultant's Handbook sets out a holistic overview of the essential core knowledge, emerging opportunities and approaches to corporate thinking that are increasingly demanded by employers and buyers in the security market. This book provides essential direction for those who want to succeed in security, either individually or as part of a team. It also aims to stimulate some fresh ideas and provide new market routes for security professionals who may feel that they are underappreciated and overexerted in traditional business domains. Product overview Distilling the author’s fifteen years’ experience as a security practitioner, and incorporating the results of some fifty interviews with leading security practitioners and a review of a wide range of supporting business literature, The Security Consultant’s Handbook provides a wealth of knowledge for the modern security practitioner, covering: Entrepreneurial practice (including business intelligence, intellectual property rights, emerging markets, business funding and business networking)Management practice (including the security function’s move from basement to boardroom, fitting security into the wider context of organisational resilience, security management leadership, adding value and professional proficiency)Legislation and regulation (including relevant UK and international laws such as the Human Rights Act 1998, the Data Protection Act 1998 and the Geneva Conventions)Private investigations (including surveillance techniques, tracing missing people, witness statements and evidence, and surveillance and the law)Information and cyber security (including why information needs protection, intelligence and espionage, cyber security threats, and mitigation approaches such as the ISO 27001 standard for information security management)Protective security (including risk assessment methods, person-focused threat assessments, protective security roles, piracy and firearms)Safer business travel (including government assistance, safety tips, responding to crime, kidnapping, protective approaches to travel security and corporate liability)Personal and organisational resilience (including workplace initiatives, crisis management, and international standards such as ISO 22320, ISO 22301 and PAS 200) Featuring case studies, checklists and helpful chapter summaries, The Security Consultant's Handbook aims to be a practical and enabling guide for security officers and contractors. Its purpose is to plug information gaps or provoke new ideas, and provide a real-world support tool for those who want to offer their clients safe, proportionate and value-driven security services. About the author Richard Bingley is a senior lecturer in security and organisational resilience at Buckinghamshire New University, and co-founder of CSARN, the popular business security advisory network. He has more than fifteen years’ experience in a range of high-profile security and communications roles, including as a close protection operative at London’s 2012 Olympics and in Russia for the 2014 Winter Olympic Games. He is a licensed close protection operative in the UK, and holds a postgraduate certificate in teaching and learning in higher education. Richard is the author of two previous books: Arms Trade: Just the Facts(2003) and Terrorism: Just the Facts (2004).
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
The IABC Handbook of Organizational Communication THIS NEW EDITION of The IABC Handbook of Organizational Communication contains a comprehensive collection of practical knowledge about successful corporate communication and its effect on an organization as a whole. Thoroughly revised and updated to meet the realities of today’s organizational environment, the second edition of The IABC Handbook of Organizational Communication includes fresh case studies and original chapters. This vital resource contains information that is relevant to communicators in any organization, from global conglomerates to small businesses, public companies to private firms, and for-profits to nonprofits. The expert contributors cover a wealth of relevant topics, including how to excel at executive communication and executive coaching, an in-depth examination of communication counsel, a review of communication and ethics as a whole, a review of corporate social responsibility and sustainability issues, and how to prepare for communication during a crisis. The book also contains information on current issues and trends such as the effects of the recent recession and new technologies that affect strategic communication management. A review of internal and employee communication issues, the growing need for international and multicultural communication, and strategies for combining traditional and social media are explored in detail. Whether you are a professional communicator or a corporate executive without a background in the communication discipline, you will gain new insight into traditional and emerging issues in organizational communication and learn what it takes to reach stakeholders both inside and outside the organization.