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Fully a third of all library supervisors are “managing in the middle:” reporting to top-level managers while managing teams of peers or paraprofessional staff in some capacity. This practical handbook is here to assist middle managers navigate their way through the challenges of multitasking and continual gear-shifting. The broad range of contributors from academic and public libraries in this volume help librarians face personal and professional challenges by Linking theoretical ideas about mid-level management to real-world situations Presenting ways to sharpen crucial skills such as communication, productivity, delegation, and performance management Offering specific advice on everything from supervision to surviving layoffsBeing a middle manager can be a difficult job, but the range of perspectives in this book offer strategies and tips to make it easier.
‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author
A practical guide to the principle services of facilities management, revised and updated The updated third edition of Facilities Manager's Desk Reference is an invaluable resource covering all the principal facility management (FM) services. The author—a noted facilities management expert—provides the information needed to ensure compliance to current laws, to deliver opportunities to adopt new ways of using built environments, and to identify creative ways to reduce operational occupancy costs, while maintaining appropriate and productive working environment standards. The third edition is fully updated and written in an approachable and concise format. It is comprehensive in scope, the author covering both hard and soft facilities management issues. Since the first edition was published it has become a first point of reference for busy facilities managers, saving them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. This important book: Has been fully updated, reviewing the essential data covering the principal FM services Is highly practical, ideal for the busy FM practitioner Presents information on legal compliance issues, the development of strategic policies, tactical best practices, and much more Is a time-saving resource that brings together essential, useful, and practical FM information in one handy volume; Written for students and professional facilities managers, Facilities Manager's Desk Reference is designed as a practical resource that offers FMs assistance in finding solutions to the myriad demands of the job.
From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
The Procurement and Supply Manager's Desk Reference "Finally, a cohesive volume written for the worldwide profession of purchasing and supply chain management." —James D. Reeds, CPM, CFPIM, CIRM, CPCM, President, Institute for Supply Management-Silicon Valley "Great resource. This work is educational, informative, and certainly, most practical." —Peter Sterlacci, Director, Professional Development, San Jose State University "Complete with useful information-the authors are extraordinary experts in the field of supply chain management." —Michael Geraghty, MBA, President, Geraghty International, and author of Anybody Can Negotiate—Even You! Destined to become every supply manager's essential desktop tool with in-depth, authoritative coverage of each topic Leaving no stone unturned in covering all aspects of the purchasing and sourcing function, The Procurement and Supply Manager's Desk Reference is filled with everything every supply manager needs to know about the key roles and responsibilities of a procurement manager. Filled with practical aids such as checklists and customizable forms, this essential book provides an easy-to-use road map for the supply manager in the new millennium. With an eye toward incorporating proactive strategies and best practices, The Procurement and Supply Manager's Desk Reference offers detailed coverage and tips on: Procurement and Best Business Practices Sourcing Management How to select suppliers and measure performance The best way to leverage computer systems Providing value to the organization Identifying those strategies that will work best for your business for years to come
A newly revised and updated edition of the ultimate resource for nonprofit managers If you're a nonprofit manager, you probably spend a good deal of your time tracking down hard-to-find answers to complicated questions. The Nonprofit Manager's Resource Directory, Second Edition provides instant answers to all your questions concerning nonprofit-oriented product and service providers, Internet sites, funding sources, publications, support and advocacy groups, and much more. If you need help finding volunteers, understanding new legislation, or writing grant proposals, help has arrived. This new, updated edition features expanded coverage of important issues and even more answers to all your nonprofit questions. Revised to keep vital information up to the minute, The Nonprofit Manager's Resource Directory, Second Edition: * Contains more than 2,000 detailed listings of both nonprofit and for-profit resources, products, and services * Supplies complete details on everything from assistance and support groups to software vendors and Internet servers, management consultants to list marketers * Provides information on all kinds of free and low-cost products available to nonprofits * Features an entirely new section on international issues * Plus: 10 bonus sections available only on CD-ROM The Nonprofit Manager's Resource Directory, Second Edition has the information you need to keep your nonprofit alive and well in these challenging times. Topics include: * Accountability and Ethics * Assessment and Evaluation * Financial Management * General Management * Governance * Human Resource Management * Information Technology * International Third Sector * Leadership * Legal Issues * Marketing and Communications * Nonprofit Sector Overview * Organizational Dynamics and Design * Philanthropy * Professional Development * Resource Development * Social Entrepreneurship * Strategic Planning * Volunteerism
A handbook designed to help the appraiser in selecting phrases and words that accurately describe a broad range of critical rating factors.
The 2nd edition of this book shows how the quality of information can be improved in such knowledge-intensive processes as on-line communication, strategy, product development, or consulting. The text offers proven principles for applying information quality management to a variety of information products. Case studies show how information quality management can increase satisfaction of knowledge workers and information consumers. Includes much new material.
Accounting for the rapid and often confusing changes currently underway in the information systems of organizations, such as the rush to replace mainframes with networks and the decentralization of data storage and processing, provides insights on the duties and challenges of a data center manager. Covers strategic planning, management practices, controls, systems and contingency planning, network technology, human resources, desktop computing, and future directions....