Entrepreneur and Customer Service Guru Redman Folgate is mysteriously found dead in his mountain retreat. Has been journalist Rock Hardstuff is coincidentally on the scene and decides to solve the murder to redeem his career. Rock must weave his way through a myriad of bizarre characters before he can solve the Who Dunnit with a How Dunnit and so much more. Who Killed Customer Care? uses a comedy murder mystery allegory to explain the secrets of Customer and Client Communication.

Transitioning from one career to another can be a daunting challenge, and transitioning from the military to the civilian sector can be downright scary. In this book, former Chief Petty Officer Bishop identifies a plan to translate military jargon into coherent data that can be listed on a resume or business plan. He provides simple techniques to develop networking skills that will last a lifetime. His practical advice, based on his experience, is presented is a logical format that is applicable to anyone going through a period of transition. Networking is skill that must be practiced and honed, and Going Home provides a step-by-step process that will make the reader a more effective networker. William Bishop is the chief executive officer and founder of the Bishop Advisory Group, a consulting company that harnesses the power of critical thinking to provide practical solutions to global challenges. He is a veteran of the United States Navy, where he ascended to the rank of chief petty officer in seven years. Bill a doctoral student at Regent University, where he pioneered and promulgated the concept of servant networking. He is also a prolific author whose works have been featured in Talent Management, the Journal of Strategic Leadership, Proceedings, the Journal of Values Based Leadership, and Leadership Advance Online. Going Home: A Networking Survival Guide is his first book. He holds degrees from Excelsior College (BS), Regent University (MBA), and is a graduate of Harvard Business School's Executive Education Program (Authentic Leadership Development). www.bishopadvisorygroup.com

Virtual Collaborative Writing in the Workplace: Computer-Mediated Communication Technologies and Processes investigates the use of computer-mediated communication technologies, including everything from instant messaging and e-mail to interaction on Web pages, Webcasts, and graphical user interfaces, to facilitate effective interdependent collaboration in writing projects. This book focuses on the type of writing that typically occurs in virtual workplace settings, such as academic institutions, private and for-profit industry, and the government, in which the purpose of the writing is to convey information or argue a position rather than to socialise or entertain. What makes this book stand out from others like it is the fact that it was written collaboratively through the use of Wikis and Google Docs and that it provides a meta-analysis of the development process of the book from conception to completion.

Communication is at the core of every business. Without effective communication no business can thrive and grow. The challenge of effective communication is one we all face. In 1948 Dr Albert Einstein declined the invitation to become the first president of the new state of Israel. The greatest conceptual and technical genius of his time declined on the grounds that he was not qualified for any position which required an understanding of human relationships, including clear communication. Communication is the main means by which people can build relationships in the workplace and elsewhere. It is estimated that more than 90% of today's leaders fail to communicate with their employees in a manner necessary for building relationships based on mutual trust and respect. Without effective communication employees get frustrated and often leave resulting in more money that has to be spend on training new staff. Written and oral communication skills are critical in securing work and also in performing effectively in your work, and maintaining crucial business relationships.

As organizations continue to discover the power of storytelling to shape, transform and transfer knowledge, the need for complex resources to harness that power and meet business goals increases. At the forefront of this challenge are knowledge management practitioners, change management leaders, and organizational development professionals who need information to obtain a practical advantage to implement sustainable storytelling initiatives. Knowledge Management and the Practice of Storytelling: The Competencies and Skills Needed for a Successful Implementation offers practical advice and guidance on the skills and competencies needed to meet those challenges. Discussing the competencies needed to use language and performance effectively to tell stories that will elicit tacit knowledge, this volume focuses on coaching strategies to help others develop storytelling skills, and provides background knowledge useful to champion and promote storytelling practices across organizational cultures and communities. Knowledge Management and the Practice of Storytelling will prove especially useful to practitioners who are charged with the development and leadership of storytelling initiatives but may lack a robust background on the practicalities of organizational storytelling. To meet those challenges, the book offers practical applications rooted in ethnographic research to find and select stories, conduct storytelling interviews, and analyse organizational communities and cultures to the meet the needs of target audiences. Most importantly, Knowledge Management and the Practice of Storytelling offers practical advice on assessment and evaluation strategies to measure the effectiveness and organizational impact of storytelling.

Highly accessible, full of memorable examples, and at times amusing, this book presents ten powerful techniques for getting your point across in all venues-including new media. In today's world, nearly everyone, including business professionals and executives, salespeople, teachers, authors, and entrepreneurs-in short, anyone who needs to put an idea before others-needs strong presentation and persuasion skills. Moreover, just as important as traditional public speaking skills is the ability to present effectively via various media. Today's presentation is just as likely to be given over Skype or on YouTube as in a room, before a live audience. Present Like a Pro shares the expertise of a veteran presenter who knows what is demanded in today's marketplace and has lectured publicly, appeared on television, and testified before Congress. The straightforward, step-by-step instructions provide a sensible "plan of attack" for preparing and presenting. The ten techniques give readers the ability to simplify the challenge of presenting, to understand what works, and to develop an effective strategy for solving any presentation problems not directly covered in the book. Author Carl Hausman addresses all of the common problems for those new to presenting or working in a new environment, such as overcoming stage fright, injecting humor and wit into a presentation while delivering credible expertise, and winning over an inattentive, skeptical, or hostile audience. Clearly explains how to identify the best approach for a presentation, gear your speech toward your audience, and ensure a presentation is a resounding success Describes how to make your voice more powerful, clear, and appealing by employing techniques used by broadcasters, voice artists, and singers Identifies strategies for going beyond the old-fashioned "public speaking" mode into the modern world of the media-savvy presenter who integrates different formats and technologies into his or her approach-a particularly valuable skill set for entrepreneurs Teaches how to develop flexible skills that will allow you to persuade, captivate, and entertain, regardless of the specific purpose of your presentation