Make sales! Build loyalty! Boost yoru career!

A must-have guide for all customer facing staff.

This is not a book about business strategy. Strategy changes like the seasons. This is a book about something much more permanent.

At the very heart of all the success and failure I've been exposed to - both my own entrepreneurial journey and through the thousands of interviews I've conducted on my podcast - are a set of principles that can stand the test of time, apply to any industry, and be used by anyone who is search of building something great or becoming someone great.

These are the fundamental laws that will ensure excellence.

They are rooted in psychology and behavioral science, are based on the wisdom of tens of thousands of people I've surveyed across every continent and age group, and of course, drawn from the conversations I've had on my chart-topping podcast with the world's most successful people.

These laws will work now or in 100 years from now. Are you ready to get started?

Organization Development and Change provides students with an excellent grounding in the theoretical underpinnings of the subject as well as describing, in practical terms, how behavioural science can be used to develop organizational strategies, structures and processes.

This market-leading text will enrich your students’ understanding and study of organization development, change management and human resources management.

Through clear explanations and an emphasis on real world examples and case studies, this second edition for Europe, South Africa and the Middle East is a comprehensive and engaging text that will teach your students fundamental theories of organization development and encourage your students to apply these to real world situations.

How does the South African economy work? Why do macroeconomic variables change? So what if they do? What happens next? How do economic processes and policy institutions really work? Which data must I use? What can policy do? And then the big questions: How can we reduce unemployment and maintain low inflation? What then about poverty, inequality, inclusive growth and development in South Africa?

The answers are found in How to think and reason in Macroeconomics – A South African text, a popular university textbook with very positive feedback from students, lecturers and practitioners. This fifth edition is completely up-to-date and comprehensive. It combines well-informed intuitive understanding with solid economic theory plus a concrete understanding of South African economic issues, processes, institutions and data. In this way it prepares you to analyse macroeconomic events and policies in a globalised and development context – and understand different perspectives in policy and political-economic debates.

Key features:

• Accessible analysis, theory and diagrams, combining intuitive understanding and sophisticated analysis.
• A choice of learning routes with different levels of difficulty and mathematics.
• Real-world economic reasoning skills, not dry theory.
• Online animations that provide unique insights into macroeconomic fluctuations and shocks.
• Explicit continuous focus on South Africa as an open economy in an African and global context shaped by China, Trump’s trade wars and Brexit.
• Theoretical and policy analysis of unemployment, inflation, low growth and inclusive growth, as well as the National Development Plan.
• Analytical case studies of the global financial crisis, quantitative easing, the Euro crisis and the Eskom crisis.
• First-hand, freshly updated insights into how South African policy institutions, processes and instruments work.
• Clear guides to access relevant South African data sources, with useful data tips.
• Thorough integration of the structural social and economic realities (notably inequality and poverty) of South Africa as a middle-income country.
• Incorporation of broader considerations such as human development, inclusive growth and sustainable development.

While many books focus on occupational health and safety in the international arena, few provide information pertinent to safety management in South Africa and Africa as a whole. Safety Management in an Organisational Context aims to bridge the gap and to increase safety awareness at all levels of any organisation in Africa.

The topics discussed in the book include safety in industry, functional safety, working in confined spaces, ergonomics, personal protective equipment and fire safety. The general provisions of the Occupational Health and Safety Act 85 of 1993 and its regulations are explained in detail as they relate to safety in the South African workplace today.

Performance auditing can play a vital role in ensuring that taxpayers' money is spent economically, efficiently and effectively. Yet because it is difficult to explain its complexities to newcomers in the field in a way that makes sense the first time round, and because no two audits are identical, there is little practical guidance on the topic available in South Africa at present. Performance auditing: a step-by-step approach fills this gap. Performance auditing: A step-by-step approach focuses, step-by-step, on those elements that are relevant to all performance audits and can be applied easily and successfully. The second edition includes, among other things, a new section on strategic planning, additional illustrations of planning working papers on efficiency and economy, and updated terminology in line with that used in publications by the Presidency and the National Treasury of the Republic of South Africa. The numerous practical examples and case studies in the book make it ideal for hands-on use as a training guide. Performance auditing is aimed at practitioners, trainers and students in auditing.

Principles of Marketing is a streamlined textbook which covers the basic concepts of marketing in a practical manner. Students are encouraged to develop real marketing skills with the aid of useful tools in the textbook and online.

The new edition will expand on the South African focus with local examples and case studies. There is also additional information on the South African consumer, ethical practices in marketing, and an emphasis on communicating customer value.

The field of human resource management (HRM) has grown significantly over the last 50 years. Although HRM is relatively new to the South African business environment, many companies started employing personnel managers (later to become known as HR managers) to head up personnel departments during the 1980s, primarily to help employers deal with the industrial action of trade unions. Their role has since expanded way beyond that. These days, HR managers play an important role in ensuring that companies utilise their human resources optimally. Introduction to human resource management provides a basic understanding of the principles of HRM and how it contributes to achieving organisational goals. Introduction to human resource management examines the essential aspects of the practice of HRM in the modern workplace. Essential theory is supplemented with practical guidelines for managing employees as well as other general functions in an organisation. Introduction to Human Resource Management is aimed at undergraduate students at further and higher education institutions within South Africa as well as managers and human resource practitioners.

Never Waste a Good Crisis was born in the wake of Covid-19. However, the book elaborates on many other challenges that leaders in corporate South Africa have had to deal with – including deeply personal ones.

Is leadership an art? Can you learn it? Can anyone be a leader? Carié Maas asks twenty seasoned leaders what their leadership philosophies are, and their opinions vary as widely as the industries they come from.

The lessons they share from their journeys up the corporate ladder will inspire, encourage and challenge the reader.

So you’ve come up with a killer business idea and you’re ready to turn it into a side hustle or startup. What now? What do you need to do to bring it to life?

Whether you’re looking to earn some extra money on the side or dreaming of starting The Next Big Thing, Side Hustles and Startups is packed with the information you need to take this big step into your bright future. We’ll teach you how to:

1. Find your passion.
2. Test your idea.
3. Write a business plan.
4. Get funding.
5. Ace your business admin, tax and compliance.
6. Brand and market your business.
7. Manage your money.
8. Set up systems.
9. Build your team.
10. Take care of you.

Heavy Chef sat down with some of South Africa’s foremost entrepreneurs, side hustlers, strategists, marketing whizzes, venture capitalists and, yes, even tax specialists to help you get going. Combined, they have centuries of experience in creating and growing side hustles and startups. We’ve turned their advice into bite-sized lessons for you to snack on – as if you’re firing off instant messages to these trailblazers whenever you get stuck on your journey. Go on. Start up and hustle away.

This book introduces the fundamentals of financial mathematics.

It begins with a discussion of simple and compound interest and then establishes the important concepts of effective and equivalent effective interest rates. Subsequent chapters discuss the applications of annuities to practical problems regarding the saving of money and repayment of loans. The notion of using net present value and internal rate of return to distinguish between two different investment opportunities is presented.

The concluding chapters of the book take a brief look at the use of differential and integral calculus in financial mathematics. Each chapter includes numerous worked examples that are solved with the aid of a financial calculator where applicable.

Supporting the economy, paying for healthcare, creating new jobs, preventing a climate apocalypse: how can we pay for it all?

Leading economic thinker Stephanie Kelton, shows how misguided that question is, and how a radical new approach can maximise our potential as a society. Everything that we've been led to believe about deficits and the role of money and government spending is wrong.

Rather than asking the self-defeating question of how to pay for the crucial improvements our society needs, Kelton guides us to ask: which deficits actually matter?

The business environment can change at any given time and organisations need to be ready to respond if they want to survive. Strategic management is an important and ongoing process of formulating and implementing strategies that help an organisation position itself optimally and so maintain a competitive advantage that results in profit. It creates harmony between any organisation, big or small, and its environment. The strategic management process: a South African perspective explains strategy in such a way that every reader will understand not only how vital the strategic management process is to any organisation but also exactly what it entails. The strategic management process: a South African perspective follows an understandable and practical approach, making use of numerous figures and "strategy in action" case studies to support the theory. Two important new chapters have been added to this second edition, namely risk management and scenario development, both of which have become increasingly important in today's business environment. Contents are divided into the following four parts: Strategic direction and environmental analysis; Strategy formulation; Strategy implementation; Strategy control and evaluation The strategic management process: a South African perspective is aimed at students in strategic management as well as at organisations, from corporate and public companies with management training programmes to small business ventures that are trying to gain a competitive advantage in a cut-throat environment.

Bali Padda is the operations maverick behind LEGO's remarkable turnaround from a business basket-case, struggling to deliver on its orders, to the biggest and most profitable toy brand in the world.

As Chief Operations Officer at LEGO, Bali overhauled the toy company by shaking up its operations and instilling essential business fundamentals. He resolved issues across the supply chain and forged close partnerships between functions. He cut unpopular product lines and diverted the company's attention on hero items. He developed a relentless focus on customer service - of delivering what was promised - and he instituted weekly performance briefings known as the Visual Factory, which ultimately spread throughout the whole organization and transformed culture and performance. LEGO became the largest toy manufacturer in the world, and Bali was honoured with becoming the company's first non-Danish CEO in 2017.

In Deliver What You Promise, Bali distils his methodology at LEGO into ten essential, fundamental lessons. From how to reduce complexity to prizing reliability over agility. Why a business should be treated like a living organism and how to bring everyone together under a shared sense of purpose. On when to use soft and hard managerial skills and the hidden risks of success.

Illustrated by insider stories from LEGO, these are enduring principles that both young starters and established leaders alike need to know and can implement straight away, to deliver on what is promised.

Are there actually tried and true principles that are always certain to help a person grow? John Maxwell says the answer is yes. He has been passionate about personal development for over 50 years, and in the 15 Invaluable Laws of Growth, he teaches everything he has gleaned about what it takes to reach our potential.

In his trademark style, Maxwell covers:

• The Law of the Mirror: You Must See Value in Yourself to Add Value to Yourself
• The Law of Awareness: You Must Know Yourself to Grow Yourself
• The Law of Modeling: It's Hard to Improve When You Have No One But Yourself to Follow
• The Law of the Rubber Band: Growth Stops When You Lose the Tension Between Where You are and Where You Could Be
• The Law of Contribution: Developing Yourself Enables You to Develop Others

This 10th anniversary edition comes with an updated foreword from John Maxwell. The 15 Invaluable Laws of Growth will help you become a lifelong learner whose potential keeps increasing so you can lead others with passion and get results.

This up-to-date, comprehensive, user-friendly and accessible series has been written by key thinkers in Media Studies locally and from abroad.

Media Studies encompasses the systematic, critical and analytical study of the media, in all its forms, and sees the media as one of the most important generators and disseminators of meaning in contemporary society. Media Studies investigates who owns the media, who produces the media, media content and the users of the media. It investigates the power relationships between the media and politics, culture, economy, society, and above all, the relationship between the media and democracy.

Contents Include:
• A history of the South African media
• A macro history of the media in Africa
• Theoretical approaches to mass communication and media research
• The functions and effects of the media in society
• Media culture/media and culture
• The ideological power of the media
• The media as public sphere in contemporary society
• The impact of globalisation and communication technology on media and media communication.

Change is the distinguishing characteristic of the business environment across the world and it affects how contemporary organisations operate. While organisations need to do more with less, they also have to satisfy the needs of their customers who, with more exposure to local and global markets, have higher expectations relating to the cost, quality, speed and innovation of the services and products they purchase from these organisations.

In response to the changes in their business environment, organisations are becoming flatter, networked, global, more flexible and diverse and managers have to acquire the skills to face the challenges associated with these features.

The contemporary management principles offered in this publication integrates discussions on vital managerial competencies and skills with information on traditional and essential managerial concepts that have been effective in the past and are still relevant.

Ter viering van Dolf van Niekerk se negentigste verjaarsdag verskyn hier ’n versameling filosofiese, bepeinsende en besinnende essays uit die pen van een van Afrikaans se meesterskrywers.

Vanaf sy vroegste gewaarwordinge tot sy kennismaking met groot filosowe soos Nietzsche, Kant en Hegel op universiteit en in sy daaglikse handel en wandel daarna: altyd maar bly die bewustheid van ’n onsigbare “iets” by hierdie aristokratiese gees – en ’n soeke na ’n beter verstaan van dít wat “die sterretyd en die menstyd aan mekaar verbind”.

In 48 essays wat die biografiese tydperk tussen ongeveer sy vyfde en twintigste lewensjaar dek, skryf ’n deurleefde, wyse Van Niekerk oor sy vroegste herinnerings aan sy geboortedorp, sy gesin en sy helderste herinnerings aan die plekke en mense wat hom gevorm het tot die mens wat hy geword het. Want, soos wat hy in die verhaal “Die skinkbord” skryf: Jy kan net wees wie jy is, en jy is wat jy word.

The text emphasises four themes to support evidence-based management decision making: 1. Setting the statistical landscape in a management context 2. Interpretative decision making based on patterns revealed by exploratory data analyses 3. Statistical decision making guided by the test-based findings of inferential analyses 4. Predictive decision making using statistical modelling evidence. The thread that links them is the role of data analytics as a management decision-support tool. This fifth edition builds on the strengths of the fourth edition by: - Highlighting newer trends in statistical applications in management practice - Strengthening the Excel-based generation of statistical evidence using a custom-built software product, called X-Static - Enhancing the graphic visualisation of statistical evidence. Target market: - Undergraduate students of Management at universities (BCom, BAcc, etc) - Management diploma students working towards professional qualifications at institutions such as the IMM, CSSA, CIMA, IAC, etc. - Postgraduate students (MBA and PGDip) of Management at business schools.

The Fourth edition of The Art Of Persuasive Communication situates contemporary persuasive practices against the background of the rich history of rhetoric and within the setting of a democratic state.

Throughout, the author addresses critical issues that are important to communication science scholars and practitioners, as well as those active in related disciplines such as political science, sociology, social psychology and rhetorical studies.

The Fourth edition differs from the previous one in the following ways:

• The arrangement of the contents has been revised to facilitate greater understanding
• There is much new material, especially in chapters 4, 5, 7, 8
• The role of social media is discussed and considered in chapter 7
• Chapter 8 includes a section on image management
• Chapter 9 is a new chapter focussing on political debates
• A new chapter 12 on Persuasion and the rhetorical imprint of a public rhetor has been added
• New contemporary examples related to South Africa have been included

In our interconnected world, mastering global branding is essential for success. International Brand Management is your comprehensive guide, covering key aspects of international branding to help you navigate the complex global marketplace.

Beginning with brand identity and positioning, the book emphasizes the importance of cultural sensitivity, market research, and strategic alignment in crafting a compelling brand narrative that resonates across diverse cultures. From there, it explores brand architecture, demonstrating how to manage complex brand portfolios while maintaining coherence and synergy.

Brand equity and its value chain are examined, providing insights into measuring brand equity and evaluating the impact of branding investments on financial performance and consumer perceptions. The text also covers brand communication strategies, showcasing how effective communication can amplify brand resonance and foster meaningful engagement with global audiences

The only personal finance book you will ever need!

It is never too late, or too early, to become more intentional about your finances. Unexpected life events can severely expose the financial vulnerability of individuals and households who are ill-prepared. Not having a comprehensive financial plan in place can cause severe, long-lasting, if not permanent, damage to your personal wealth and dreams of a carefree retirement.

This book serves as a quick but comprehensive reference guide that provides the necessary insights into each area of your finances at every stage of your life. It will assist you with self-reflection checkpoints to avoid financial catastrophe due to unexpected economic challenges while maximising your wealth potential. It will help you to construct a sound personal financial plan with or without the assistance of a financial advisor and to identify your money personality, because only by understanding what money means to you will you be better able to manage it.

Applying the principles contained in this guide is guaranteed to improve your chances of achieving your financial goals. It will assist you with living a life of purpose and meaning and to leave a lasting legacy as you travel financially secure along your life’s journey.

Increased tourism has turned the food service and hospitality industry into one of our economy's fastest-growing sectors. This growth presents new challenges to food-handling professionals throughout the industry. This second edition of The Hospitality Industry Handbook on Hygiene and Safety has incorporated additional content and features to reflect the fast-moving changes and to benefit both students and employees of the hospitality industry.