Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. "The Call Center Handbook" is a complete guide to starting, running, and im Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

Contents:
Preface - Who this book is for. Part One. Why is Bullying an important issue? A Background to Bullying at Work, Bullying at Work, The Victims of Bullying, Employers, Harassment, Bullying and the Law, Dignity at Work Policies. Harrassment Investigation. Mediation. Conclusions for Part 1. Part Two. Introduction. The Tole of Counsellors/Psychologists in Organisations. Useful Theories. Counselling in Organisations. Working with the Various Parties. The Process of Investigation. Mediation. Other Roles for Counsellors/Psychologists. Taking Care of the Self.

A refreshing approach to entrepreneurship centered on staying small and avoiding growth - maximizing happiness, sustainability and profitability. Paul Jarvis left the corporate world when he realized that working in a high-pressure, high-profile world was not his idea of success. Instead, he now works for himself out of his home, and lives a much more rewarding and productive life. He no longer has to contend with an environment that constantly demands more productivity, more output and more growth. In Company of One, Jarvis explains how you can do the same, including: * Planning to set up * Determining desired revenues * Keeping clients happy * And, of course, doing all this on your own. "Jarvis makes a compelling case for making your business better instead of bigger. A must-read for any entrepreneur who prioritizes a rich life over riches." -CAL NEWPORT, bestselling author of DEEP WORK and DIGITAL MINIMALISM "You're not a machine, so why would you run your business like one? Company of One shows you another way. If you've ever wondered how to have a business that works for you-instead of the other way around-you need this book." -CHRIS GUILLEBEAU, bestselling author of SIDE HUSTLE and THE $100 STARTUP

Graham explores the attitudes of Japanese employees towards their work, their company and on related issues. Based on extensive original research inside a Japanese insurance company (C-Life), which subsequently went bankrupt, the book shows that attitudes towards lifetime employment, company loyalty and the other characteristics of Japanese working life, which are often portrayed in stereotype form in the West, are in fact more complicated than is at first apparent.

eBook available with sample pages: 0203433637

Satire plays a prominent and often controversial role in postcolonial fictions. Satire and the Postcolonial Novel offers the first study of this topic, employing the insights of postcolonial comparative theories to revisit Western formulations of 'satire' and the 'satiric'.
Through the varying lenses provided by satire's relation to irony, allegory, narrative and the grotesque, this book offers new readings of important novels by V.S. Naipaul (Trinidad), Chinua Achebe (Nigeria) and Salman Rushdie (India). It presents a detailed study of the complex and multidirectional ways satire has engaged with the history and messy aftermath of empire.

In this fully updated edition of his classic Presenting to Win, the world's #1 presentation consultant helps you connect with even the toughest, most high-level audiences - and move them to action. Jerry Weissman shows in-person and online presenters of all kinds how to tell compelling stories that focus on exactly what's in it for their listeners. Drawing on brand-new case studies, Weissman shows how to identify your key goals and messages before you even open your presentation software; stay focused on what your listeners really care about; and capture your audiences in the first crucial 90 seconds, even if you can't see them. From bullets and graphics to the effective, sparing use of special effects, Weissman covers all the practical mechanics of effective presentation. This guide's easy, step-by-step approach has been proven with billions of dollars on the line, in hundreds of IPO road shows before the world's most jaded investors. They'll work for you, too!

Find your focus with this transformative guide from an organizational psychologist and Marie Kondo, the #1 New York Times bestselling author of The Life-Changing Magic of Tidying and star of the Netflix series Tidying Up with Marie Kondo. Marie Kondo's first book, The Life-Changing Magic of Tidying, sparked a new wave of publishing and became an international bestseller. Now, for the first time, you will be guided through the process of tidying up your work life - digitally and physically. Whether you're working at home, in the office, or a combination of the two, if you properly simplify and organize your work life once, you'll never have to do it again. In Joy at Work, KonMari method pioneer Marie Kondo and organizational psychologist Scott Sonenshein will help you to refocus your mind on what's important at work, and as their examples show, the results can be truly life-changing. With advice on how to improve the way you work, the book features advice on problem areas including fundamentals like how to organize your digital and physical desktop, finally get through your emails and find balance by ditching distractions and focusing on what sparks joy.

This book makes a major contribution to the debate within the UK and abroad on the reality of workplace unionism in an era of change. Drawing on examples of union renewal, the authors present an historical overview, and compare the UK experience with contrasting international examples. It presents both qualitative and quantitative research to provide new and comprehensive evidence on trade union strategies.

eBook available with sample pages: 0203167392

Exploring the different facets of the new world of work (including the hacker and maker movements, platform work, and digital nomadism), this edited volume sets out to investigate and theorise how these new work practices are experienced by various actors. It explores such changes at both the micro and macro levels and sets out to link them back to wider social, managerial and political issues. In doing so, it aims to reflect on the similarities and differences between new and 'old' work practices and problematize discourses surrounding the future of work. This volume is characterized by the diversity of methods mobilized, the plurality of concepts, lenses and theories deployed as well as the richness of the empirical accounts used by the authors. It will appeal to a broad readership of management and organizational scholars as well as sociologists interested in current changes to the world of work.

101 Tough Conversations to Have with Employees provides guidance for managers on how to broach uncomfortable conversations across a wide range of issues. Inappropriate workplace conduct, lateness, sexually offensive behavior, productivity and communication issues . . . these are just a few of the uncomfortable topics supervisors must sometimes discuss with their employees. Top human resources author Paul Falcone?offers realistic sample dialogues managers can use to facilitate clear, direct interactions with their employees that help sidestep potential awkwardness and meet issues head-on. This practical, solution-oriented book walks you through some of the most common and most serious employee problems you are likely to encounter. In 101 Tough Conversations to Have with Employees, Falcone covers topics including: substandard performance reviews, progressive disciplinary warnings and termination meetings, FMLA abuse and ADA accomodations, wage and hour challenges, team turnarounds, compensation conflicts, and more. This handy guide helps you treat their people with dignity and respect, focusing not just on what to say but also on how to say it. It provides proven techniques you can use to protect yourself and your organizations-and get the very best from your people.

This title was first published in 2001. The examples cited in this study of sabotage in the working environment range from sophisticated tricks played in Western factories to natural reactions to inferior or unhealthy working practices in, for example, Malaysia and India. The book contains articles from various contributors which cover numerous topics within the subject including crime and punishment in the factory, employee and organizational sabotage, and management techniques to prevent sabotage.

The purpose of Good Success is to help readers learn and integrate into their life and career the good lessons learned from bad leaders. Bad leaders drive organizational dysfunction, incarnate indecision, and deplete personal energy and team resolve. Also, bad leaders exhaust resources and hope. But, through Good Success readers gain the knowledge and the lessons to overcome the damage, shape their awareness, and build new courage to navigate beyond the chaos. Good Success enable recovery from the effects of bad leadership, creates the means to achieving self-mastery, brings closure to previous negative circumstances, and so much more. It is possible that those who work for bad leaders have already written-off any chance of benefiting from the chaos that they create. If so, Good Success helps readers draw a valuable inheritance from the F.E.A.R. (failures, experiences, anxieties, roadblocks) they've seen bad leaders produce.

The Poetic Logic of Administration is an investigation of the most important organizational forms of our time, theoretically as well as practically. Central to the presentation are four main trends: the rational bureaucracy, the human network, the harmonious system and the strong culture.
The book provides a new and challenging picture of these organizational forms. Difficult to capture in common logical terms, they appear to follow a certain pattern: a 'poetic logic'. They are, for example, enacted as various literary dramas: comedy, tragedy etc. They are also marked by different conceptions of the world - such as the metaphorical and the ironic - and by different explanatory ideals.
Kaj Skoldberg's book contains a rhetorical analysis of the styles of modern administration and the changes they have undergone. This is a groundbreaking work, offering new interpretations and critical re-evaluations of the individual approaches to organization, including their 'gurus' and current importance, within the framework of a highly-original, overarching analysis. No previous book has tried to capture the major forms of organizing, and their dynamics, in terms of their rhetorical master tropes, main narrative genres, and explanatory ideals, and also uses this as an interpretive scheme for understanding individual organizational theories and practices within those main approaches. Examples are given from both the private and the public sectors and various forms of efficiency and effectiveness are also discussed.

eBook available with sample pages: 0203166620

Workplaces can often be sources of stress, interfering with both job satisfaction and performance. This book explores ways to combat the factors contributing to an unhealthy workplace by building on the advances in positive psychology and organizational scholarship over the last 15 years. Focusing on ground-breaking concepts such as psychological capital, 'happiness compassion', virtuousness, support and gratitude, this book offers ways to target and reshape the unhealthy workplace environment. Each chapter provides real-life organizational situations in which companies of all sizes implement strategies that either hinder or successfully create a healthy workplace environment. The world-leading authors identify key causes that reduce employee satisfaction and job performance, offering a range of interventions that can prevent negative experiences to ultimately produce happier workforces and boost productivity. This book will be a vital reference for doctoral students studying the links between work and health as well as faculty studying ways to improve employee well-being. Those on advanced courses in human resource management, organization effectiveness and organizational change will also benefit from the vast array of international insights into a healthy workplace environment. Contributors: D.W. Ballard, C. Bohlmann, R.J. Burke, A. Carlsen, M. Carvalho de Azevedo, L. Craig, K.A. Davis, A. Day, C.A. Demsky, P. Fairlie, C. Fritz, M.J. Grawitch, D.B. Gulseren, E.B. Hwang, E.K. Kelloway, R.K. Kelly, C. Knight, K. Layous, J. Leblanc, M.P. Leiter, R. Lengnick-Hall, S.T. Lyons, T.K. McNamara, D. McPhee, V.J. Morganson, J.S. Nugent, K. Petersen, M. Pitt-Catsouphes, A.M. Richardsen, S. Snow, G. Spreitzer, J. Sundet, T. Thibault, M. Tims, L.E.M. Traavik, D.J. Travis, C.M. Youssef-Morgan, H. Zacher, G.I.J.M. Zwetsloot

Workplace violence has emerged as a growing concern in today's interdependent political economy, and increasing attention is being paid to the phenomenon both by business and in the academic world to identifying its causes and to devise strategies to prevent it. In this book a distinguished international team, composed of both academics and practitioners, identify and address the key issues. It reviews the earlier literature on workplace violence, identifying and assessing key trends and patterns of violence at work, and reapplying traditional theories of victimisation and approaches to prevention, security and safety. Particular attention is paid to case studies which reflect innovative practice in prevention strategies, and in assessing informal frameworks which have been developed in response to this. Overall this book provides a foundation on which to base ways of better explaining, predicting, understanding and preventing workplace violence.

Workplace bullying is an area that has attracted significant press attention through the past decade. A variety of well publicised surveys ave reveale that this is as issue endemic within working life in Britian; and at a conservative estimate, over half the working population can expect to experience bullying at work (either directly by being bullied, ir through witnessing it) at some stage in their careers. This is now seen as a disturbing event, with something like a fifth of witnesses and a quarter of direct targets leaving their organisations.
This serious damage to individuals has been accorded little direct research in Britian, although it has resulted in court cases brought under health and safety and equal opportunities legislation. The recognition of the problem and the emergence of the of court cases, have both served to focus the attention of the employers on the need to deal with the issue. The recent strike vote at Ford in Dagenham, asking the employer to enforce existing anti-harrasment policies, highlights the fact that having paper polices is not enough.
This book is derived from the largest study ever carried out on workplace bullying, supported by the CBI, TUC, Federation of Small Businesses, IPD and HSE among others. This study has covered 5,500 people, but the book goes beyond it to explore all the issues associated with what is becoming a majr issue in organisations.
Key Features:
presents a snapshot of the current problem
provides clear guidence
introduces case material, and illustrates general principles and procedures

Based on findings of the recently published Joseph Rowntree report, this book provides an up-to-the-minute review of current research on flexibility, job insecurity and work intensification. It examines the impact of these developments on individuals, their families, the workplace and the long-term health of the British economy. Key questions addressed include:
* How are jobs more insecure?
* Does just-in-time labour mean more flexible contracts or more flexible workers?
* Does job insecurity entail a 'new flexible morality'?
* How does workplace stress affect individual health and family relationships?

Get yourself paid and broaden your skillset with this everyday guide to side hustles The gig economy is growing by leaps and bounds, partly because it's easier to find a flexible work-life balance. Those of us who don't want to leave our full-time jobs, however, can still grab a piece of excitement and extra income for ourselves by starting a side hustle. Or you can bundle your own personalized set of side hustles to replace your full-time job and take full control of your professional life. Whether you're thinking about driving for Uber, developing apps, or starting an online boutique, Side Hustles For Dummies walks you through every step of the way of starting your own side gig. You'll learn about how to structure your new business and keep records, create backup plans, and steer clear of scams. You'll also: Find out whether you need investment capital and learn what your new time commitments will be Learn to create a business plan and patch any holes in it before you get started Discover how to incorporate a vibrant side hustle into your already busy life Learn how to adjust your side hustle to meet changes in your personal life and the overall business climate Side hustles are for everyone, from high school and college students to full-time professionals to retirees. If you've been looking for an excuse to pursue your latest passion, hobby, or interest--or you're just in the market for some extra income--Side Hustles For Dummies is the easy-to-read, no-nonsense guide to creating a rewarding and engaging new life.

Effective, sustainable cultural change requires evolution, not disruption The Corporate Culture Survival Guide is the essential primer and practical guide every organization needs. Corporate culture pioneer Edgar H. Schein breaks the concept of 'culture' down into real terms, delving into the behaviors, values, and shared assumptions that define it, and explains why culture is the central factor in an organization's success or failure. This new third edition is designed specifically for practitioners needing to apply these practices in real-world settings, and has been updated with new coverage of globalization, technology, and managerial competencies. You'll learn how to get past subconscious bias to assess whether or not your existing culture truly serves your organization, and how to introduce change and manage the change process over time for a best-case-scenario outcome. Case studies illustrate successful change in real companies, providing models and setting the bar for dismantling dysfunctional cultures. Corporate culture begins with the founder, and evolves or not over time. Is your culture working for or against your organization? How can it be optimized? This book separates the truth from the nonsense to provide real-world guidance on initiating and managing cultural change. * Understand when to assess your culture, and how to do it objectively * Learn how cultures evolve and change over time, for better or worse * Discover the reality of multiculturalism amidst the rise of globalization * Evolve your culture to more effectively serve your organization Each of us is a part of many cultures what you do, where you live, where you grew up, what you enjoy, how you live; in the workplace, many different people with many different cultures come together toward a common goal will these cultures clash or synergize? The Corporate Culture Survival Guide shows you how to create an overarching corporate culture that gets everyone on the same page to drive your organization's success.

Telecommuting has been regarded as a powerful tool to reduce traffic congestion, pollution and energy consumption. It also supposed to improve lifestyle quality and job satisfaction by providing employees with flexible schedules with which to address their work load and personal requirements whilst also enhancing recruitment capability and productivity and significantly reducing costs. Nevertheless, a strong resistance to the adoption of telecommuting still persists. In this book, first published in 1996, state of the art demand modelling techniques are used to delve into critical issues raised by the question of telecommuting. The benefits and costs of telecommuting are investigated in an effort to provide concrete evidence to inform the private sector's adoption decision process and the public sector's policy design. This title will be of interest to students of business studies and human resource management.

This book explores the influence of collaborative relationships among dual career couples on innovation and productivity. It proposes a new definition of egalitarianism that considers joint investment in career satisfaction and success, rather than the division of domestic labour.

Working Equal exposes the myth of heroic individualism that is central to contemporary western thought. With more than 35% of full-time faculty with a spouse or partner in the same profession, dual career couples are a growing presence in higher education in the U.S.. This compelling and innovative volume examines and testifies to the contribution of intimate and familial relationships to artistic, literary, and scientific accomplishment. An original study of a growing phenomena in higher education, Working Equal presents a new and invaluable portrait of contemporary faculty life.

Clinicians and managers are increasingly required to participate in or manage new initiatives which depend heavily on co-operation collaboration and a multidisciplinary approach where effective interpersonal and group skills are of vital importance. This practical guide encourages the reader to determine how their organisations work and the impact they have on their members. It draws on the experiences of primary care research and development projects and contains numerous case studies tips and techniques to manage change. It is an essential guide for healthcare professionals in primary care and will equip those working in practice and facilitators working with practices with a clear understanding of how to achieve successful acceptance and management of change.

In the hypercompetitive context of the new global economy, building a smart workforce is widely regarded as a key strategy for enterprises. But is this any more than another 'fast capitalist' slogan? What substance can be given to the idea? What are its associated values and practices? This book explores these issues from an international perspective in fresh and challenging ways. Key themes include: * competence and being competent in the world of work * experience, common-sense and expertise in workplace learning * social practices and literacies in the workplace * developing smart, self-directed workers * taking responsibility for learning in workplaces * empowering workers as learners in the workplaces. These essays are written by leading edge workplace analysts and practitioners from Australia, New Zealand, Sweden and the USA. Their wide-ranging, multi-disciplinary approach will be of interest to all forward-thinking academics, students and leaders in management, organizational development and workplace learning.

In the hypercompetitive context of the new global economy, building a smart workforce is widely regarded as a key strategy for enterprises. However, is this any more than another "fast capitalist" slogan? What substance can be given to the idea? What are its associated values and practices? This book explores these issues from an international perspective in challenging ways. Key themes include: competence and being competent in the world of work; experience, common-sense and expertise in workplace learning; social practices and literacies in the workplace; developing smart, self-directed workers; taking responsibility for learning in workplaces; and empowering workers as learners in the workplaces. These essays are written by leading edge workplace analysts and practitioners from Australia, New Zealand, Sweden and the USA. The multi-disciplinary approach should be of interest to all academics, students and leaders in management, organizational development and workplace learning.