As a service-oriented industry and with its distinctive characteristics, tourism is based on experiences. It is necessary to provide the highest level of service and to keep the quality of interaction at a certain level. In the tourism industry, differentiation and new perspectives are needed in order to increase the quality of experiences and to have a different position in the minds of individuals than competitors. There is a crucial role of efficient management of business processes in order to ascertain this differentiation. Herein, especially in tourism and hospitality industry, the pursuance of new tendencies will provide substantial benefits to the relevant enterprises at all of these processes. From this point of view, with this book, the aim is to guide tourism organizations in terms of improving service encounter processes and quality of experiences by giving crucial tips about current managerial perspectives and practices.

This book is an exploration of intentional listening as an essential skill for coaches. It introduces the Head, Heart, and Hands Listening model as a vital tool to amplify effective listening in coaching practice. Accessible and applicable, the book explores the three listening modalities of Head, Heart, and Hands as active, though largely unconscious, lenses that inform the potency of our listening. Dakin-Neal argues that once coaches identify 'how' they listen, they can assist their clients in more targeted ways to positively impact their personal and professional lives. Chapters are divided into the three listening modalities, Head, Heart, and Hands, and are filled with case studies, stories, reflective questions and exercises from the author's experience to help coaches' strengthen their listening skills. The book also includes a comprehensive listening assessment for coaches to use in practice. This book is essential reading for coaches in practice and in training as well as organizational psychologists, HR professionals, and those working within corporations.

Having a team that knows how to adapt and innovate quickly can make all the difference in these challenging and competitive times -- for your organization and you personally as a leader. Leaders as coaches are crucial for a true learning organization, and high-performance teams need and want their leader to coach -- not tell. But not just any kind of coaching! Coaching that is enabling and inspiring because it increases adaptiveness and creativity -- with each individual and the whole team -- so they achieve important goals together. That's what the Coaching Kata helps leaders to learn. Take a fresh look at this five-phase, dual-purpose coaching model, become the leader you always wanted to be, and your team needs you to be. This business novel will transform the way you see and lead your team.

This impressive book assembles the latest research findings and thinking on the management of voluntary/nonprofit sector organizations and the effective utilization of both paid staff and volunteers. The authors expertly look into the challenges faced by this sector and the growing role that it plays in society. They review HRM in the voluntary sector and discuss the challenges of bringing about best practices, as well as suggesting how to improve leadership of voluntary/nonprofit organizations.Non-profit organizations serve several useful purposes in society and exist in every country in the world. Like organizations in other sectors, non-profit organizations now have to do more with less. This book indicates the ways in which human resource management policies and practices can improve the effectiveness of non-profit organizations. The authors consider the roles played by non-profit organizations in effective leadership and its development, developing the non-profit brand, enhancing learning and skills development of both paid staff and volunteers and encouraging and supporting organizational change. They also examine how university-based education programs are developing talent in the non-profit sector. This timely book will prove invaluable to academics and doctoral students interested in all aspects of management within the non-profit/voluntary sector. Government professionals working in this sector will also find this compendium insightful. Contributors include: J. Blackmar, R.J. Burke, H.L. Carpenter, S.M. Chandler, C.L. Cooper, C.W. Coultas, I. Cunningham, D. Fields, S.L. Grau, W.E. Hein, M. Johansen, J. Jones, B. Kindel, S.B. Kleiser, N. Laidler-Kylander, K. Leroux, M. McDonald, R. Mirabella, T.R. Packard, J.C. Ronquillo, E. Salas, S. Zajac

The liberating promise of big data and social media to create more responsive democracies and workplaces is overshadowed by a nightmare of election meddling, privacy invasion, fake news and an exploitative gig economy. Yet, while regressive forces spread disinformation and hate, 'guerrilla democrats' continue to foster hope and connection through digital technologies. This book offers an in-depth analysis of platform-based radical movements, from the online coalitions of voters and activists to the Deliveroo and Uber strikes. Combining cutting edge theories with empirical research, it makes an invaluable contribution to the emerging literature on the relationship between technology and society.

Information overload, a full mailbox, too many balls in the air, on the bounce, heavy workload. There are many ways to describe the chaotic life some of us live in and work. But if we get a better structure for how we work, we get even more time for what is important, for ourselves and for our business. Done! Be super structured in 31 days is a training programme for those who want to create a smoother day at work.A practical and useful book that can turn chaos into structureIn short chapters with useful advice and tips mixed with practical exercises, learning strucktor David Stiernholm teaches you how you can work in a more structured way through organization, automation and focus. The book gives you the tools, mind-set, methods and routines that make you more efficient, more flexible and actually happier.

Silence always has something to say - it's never neutral and speaks volumes if people are willing to hear. Our response to silence is often to dismiss or end it, to block it out with noise. Instead, silence needs to be taken seriously. This book explores the importance of understanding silence and shows how we can move from merely listening to truly hearing those around us. The interplay of voice and silence in organisational life is not straightforward. We can feel pressured to speak and compelled to keep our silence. Knowing how to read silence, to make sense of its generative and degenerative capacity, is a rarely developed skill among managers and leaders at all levels - who have been brought up to see silence as evidence of compliance or a weakness to be addressed. But it is a critical skill for managers and employees alike. Written by two experts in organisational development, this book explores different types of silence and their implications for organisational practice, digging into the theoretical roots and engaging with real stories and voices. It provides everyone at work with an understanding of the different meanings of silence and how to engage well with it. When to stay with it, when to join in with it and when to be struck by what's not being said and do something about it. The Great Unheard at Work is essential reading for corporate leaders, HR professionals in all sectors, business students, professionals and anyone interested in leadership development.

The Covid-19 pandemic has dramatically changed retailing, creating an uncertain scenario that has forced marketers, retailers, and policy makers to face new challenges to survive and thrive. These challenges affect all aspects of retailing, from supply chain management to consumers' shopping experience, and from buying decisions to improving health and safety management for all stakeholders. A lot has been to do about the negative consequences of the pandemic on sales, mainly for traditional bricks-and-mortar retailers and small-scale independent shops. However, quite some retailers have demonstrated a remarkable agility in developing and applying new tools, frameworks, and approaches to secure their longevity, while also safeguarding employees' and consumers' safety. Retail In A New World: Recovering From The Pandemic That Changed The World provides an overview and assessment of the issues and opportunities for retailers that emerged during the Covid-19 pandemic. The book encourages readers to adopt future-facing, fresh approaches to retail management. The basis for guiding readers in this endeavour consists of a thorough synthesises of emerging studies on the dramatic consequences of Covid-19 pandemic, in an accessible way. Seeking to understand how retailers can adapt their strategies, this book presents empirical and theoretical contributions with case studies that illustrate innovative and provocative solutions. Retail In A New World proposes tools and frameworks that serve as basis to survive the pandemic and thrive in a post-pandemic scenario. New practices are introduced to ensure a safer shopping experience, including reducing consumers' anxiety about in-person purchases, more efficient management of crowds in the stores, and adopting new technologies and service scripts to support the change.

Foresight for Organizations will acquaint the reader with various foresight methods and tools, to show the reader how these methods are used, what the pitfalls are and how the methods relate to each other. This innovative volume offers the reader the ability to carry out a study of the future by him- or herself and apply the results in a decision-making strategy process. The author addresses the following methods: scenarios, trend analysis, the Delphi method, quantitative trend extrapolation, technology assessment, backcasting and roadmapping; the most relevant and popular methods that also cover the range of approaches from predictive, via normative to explorative. Every chapter also contains references to additional literature about the methods being discussed. This book is essential reading for researchers, academics and students in the areas of Community Development, Sociology of organizations, Change management, Social entrepreneurship, Sustainable development and participative planning.

Managing Conflict in Organizations introduces the origins, forms, benefits, and consequences of organizational conflict to students and practitioners and teaches how best to manage conflict to achieve productive outcomes. Conflict has benefits: it may lead to solutions to problems, creativity, and innovation. In contrast, little or no conflict in organizations may lead to stagnation, poor decisions, and ineffectiveness. This book is a vigorous analysis of the rational application of conflict theory in organizations for organizational behaviour students, as well as practitioners looking to practice constructive conflict management in their work. This second edition has been thoroughly updated to reflect the latest research in the field and explains the effect that research has on practice, with an expanded range of practical examples and cases. It covers emergent topics such as: Differentials in conflict management styles across generations Technology and its effect on conflict style changes Cross-cultural studies, Diversity and Critical Race Theory This text is a valuable resource for students, instructors, and researchers in HRM and organizational behaviour, and a practical handbook for practitioners that manage (or manage upward) their colleagues.

Success is envisioned as beating the competition to generate a financially strong and profitable organization while building stakeholder satisfaction. "C" Leadership style is a new management theory derived from the research and science leading to the unification of conflicting traditional leadership models. Presenting a unique approach to address the needs of all stakeholders as they contribute to the success of the organization, "C" Leadership unifies task-centered styles with people-centered styles for managing talent. Authors Jim and Lori Spina bring a track record of success and achievement in the fields of Education, Consulting and Business. Their "C" Leadership: A New Way to Beat the Competition and Manage Organization Stakeholders introduces this revolutionary and unique leadership style management system, offering a strategy geared to beat the competition by addressing the needs of all stakeholders who contribute to the success of the organization.

Alexander Lyon presents 31 case studies in organizational communication that explore issues of courageous communication. Through case studies on many well-known organizations such as Google, the Miami Dolphins, NASA, Comcast, the Boy Scouts of America, Netflix, Taco Bell, Massachusetts General Hospital, Merck Pharmaceuticals, and others, the book articulates a communication-based model of courage around four themes: Courageous communication is collaborative, upward, transparent, and engaging. The book presents both effective and cautionary portraits of organizations as they responded to complex issues. It situates the case studies in existing literature and provides practical guidance for enacting courageous communication in professional settings.

Contemporary politics is mass-communication politics. Politicians are not only seen and heard, they are seen and heard in close-up through television appearances, speeches, interviews, and on social media. In this book, the authors analyse the ways in which politicians communicate with each other, the media, and the electorate; they also discuss the implications of contemporary political discourse on the democratic process as a whole. Politicians in interviews are typically castigated for their evasiveness. However, microanalytic research shows that there is more to political discourse than this apparent ambiguity. This book reveals how equivocation, interruptions, and personal antagonism can offer valuable insights into a politician's communicative style. The authors review their empirical research not only on political interviews, but also on speeches, parliamentary debates, and political journalism. Further insights include how political speakers interact with their audiences, how party leaders engage in adversarial discourse at PMQs, and how the spoken messages of politicians can be affected by modern journalistic editing techniques. Thereby, this research generates greater awareness of communicative practices in a diverse range of political contexts. While the interviews and parliamentary debates analysed pertain to UK politics, the speeches also draw on the USA, and European and Far Eastern nations. This engaging book is a fascinating resource for students and academics in psychology, politics, communication, and other related disciplines such as sociology and linguistics. The research is also extremely relevant to policy makers and practitioners in politics and political journalism.

Embracing listening as a useful tool for strengthening organization-publics and organization-employee relationships, this book offers theoretical and practical insights for listening across myriad strategic communication contexts. Chapters authored by a diverse global collective of communication scholars and professionals present original research and case examples of listening for strategic communication in corporate, government, and nonprofit environments. They explore topics such as utilizing artificial intelligence and social media; activism, social justice, and ethics; and fostering diversity, equity, and inclusion within and outside organizations. Each chapter concludes with recommendations for strategic communication practice. This book will be of interest to researchers and advanced students in public relations and strategic communication, organizational communication, and listening.

HR departments endeavour to occupy strategic roles in organizations, a goal that is seldom or ever realized. James and Lori Spina bring their academic and corporate backgrounds together to analyse and direct on how strategic human resources cohesively contribute towards gaining competitive advantage, above average profits, building and retaining talent, sustaining financial strength, and addressing challenges of stakeholder satisfaction. Stepping beyond unclear discussions about strategy that fail to satisfy the needs of all departments, The New HR instead illustrates how human resource leaders can constructively create and nurture teams that think strategically and produce harmony between HR activities and the wider organization. The New HR is essential reading for human resources executives who desire to make strategic business decisions that ensure the sustainability and growth of the organization and, at the same time, look for new ways to develop the business, strategic, and critical thinking skills of current employees.

This unique book discovers a new dimension in the study of strategic and performance management in Islamic Business studies. It addresses the missing link of spirituality from modern day organizational structure in the presence of high-tech pressure in all areas of human endeavours. The authors propose an integrated study of Islamic business approach to strategic and performance management systems to achieve sustainable organizational performance. The book explores employee's wellbeing and organizations perceiving work environment as a spiritual pathway to cultivate values in Islamic business ecosystem to sustain humanity. It is all about care, empathy, and sustenance of others, about truthfulness and management being truthful to themselves and others and endeavouring to live their values more effusively while performing their work. The book stresses the impact of spirituality in performance management, concluding that for any organization to run efficiently, spirituality is the core component to attain happiness, contentment, and success. The book will be of interest to a variety of management scholars, including those researching and studying performance management, talent management, strategic management and business ethics.

Africa is one of the world's oldest economies, yet little is known about the wisdom that traditionally guided responsible management, with most work in the field employing Western perspectives. Responsible Management in Africa brings African voices to complement existing knowledge and practice by presenting indigenous values and practices that promote responsible business. From the Zunde Rambo philosophy in managing organisations in Zimbabwe and judicious business applications of Ubuntu and Batho Pele principles in South Africa, to lessons from an intergenerational business in Yorubaland, Nigeria; from Akan management styles and gold trade in ancient Ghana to the impact of acculturation on management in Morocco and Tunisia and the system that fortified responsible business in Uganda, and more, this volume brings African worldviews to the fore of humanism and ethics in management. The chapters present academic perspectives and hands-on applications of approaches to managing responsibly, especially regarding integrating ethical practices into business and assuring sustainability through ethical profitability. Responsible Management in Africa delivers a rich reservoir of indigenous value-narratives based on a well-balanced philosophical anthropology, with the aims of enriching global knowledge, in the philosophy of management and in business ethics, and of contributing much-needed insights for leaders around the world to manage enterprise responsibly, be it public or private sector.

Employment: A Key Idea for Business and Society introduces a topic that many of us take for granted yet is central to how we understand business and management. Most people work for the majority of their lives and in recent years, employment has become a topic of popular debate, particularly asking what the future of work could be. Much of this has focused on the role of technology and automation, as well as the growth of the gig economy and new forms of work. This book provides new ways to think about our own experiences of work and debates on employment. The book covers the history of employment, key changes to work, and a global perspective. The major debates in employment are introduced, providing theories for readers to develop their own perspectives. In particular, the book reappraises management theory, the role of workers' agency in changing work, surveys the state of current research and methods, and sketches out the key changes on the horizon for employment. This book will provide students with a critical introduction to employment, equipping them with the resources to research, understand, and rethink the topic.

Employment: A Key Idea for Business and Society introduces a topic that many of us take for granted yet is central to how we understand business and management. Most people work for the majority of their lives and in recent years, employment has become a topic of popular debate, particularly asking what the future of work could be. Much of this has focused on the role of technology and automation, as well as the growth of the gig economy and new forms of work. This book provides new ways to think about our own experiences of work and debates on employment. The book covers the history of employment, key changes to work, and a global perspective. The major debates in employment are introduced, providing theories for readers to develop their own perspectives. In particular, the book reappraises management theory, the role of workers' agency in changing work, surveys the state of current research and methods, and sketches out the key changes on the horizon for employment. This book will provide students with a critical introduction to employment, equipping them with the resources to research, understand, and rethink the topic.

Two pioneering researchers identify key causes of workplace burnout and reveal what managers can do to promote increased productivity and health. Burnout is among the most significant on-the-job hazards facing workers today. It is also among the most misunderstood. In particular, we tend to characterize burnout as a personal issue-a problem employees should fix themselves by getting therapy, practicing relaxation techniques, or changing jobs. Christina Maslach and Michael P. Leiter show why this is not the case. Burnout also needs to be managed by the workplace. Citing a wealth of research data and drawing on illustrative anecdotes, The Burnout Challenge shows how organizations can change to promote sustainable productivity. Maslach and Leiter provide useful tools for identifying the signs of employee burnout, most often exhaustion, cynicism, and ineffectiveness. They also advise managers on assembling and interpreting worker self-evaluation surveys, which can reveal workplace problems and potential solutions. And when it comes to implementing change, Maslach and Leiter offer practical, evidence-driven guidance. The key, they argue, is to begin with less-taxing changes that employees nonetheless find meaningful, seeding the ground for more thorough reforms in the future. Experts estimate that more than $500 billion and 550 million workhours are lost annually to on-the-job stress, much of it caused by dysfunctional work environments. As priorities and policies shift across workplaces, The Burnout Challenge provides pragmatic, creative, and cost-effective solutions to improve employee efficiency, health, and happiness.

Although research on the value of membership of Nonprofit Organizations (NPOs) is increasing, there remain few theoretical and empirical advances in this area. Addressing this gap, this book offers a fresh perspective, exploring how NPOs' survival is linked to the promotion, recruitment and retention of members. Highlighting the critical role of NPO members in creating value in the pursuit of its missions, this book demonstrates how NPOs must promote active participation and empowerment of its members to facilitate fund raising, financial administration, and the pursuit of alliances. Providing a road map for improvement in recruiting and retention processes, the authors also showcase the development of strategies to motivate potential members and donors, and the part played by the commitment of the board in the achievement of the NPO's social mission. In today's global world, this book is insightful reading for those interested in using coordinated action to navigate adverse scenarios. Written primarily for NPO managers who aim to proactively engage their members in the creation of social value, it is also a valuable resource for researchers interested in the underlying foundations of NPO membership.

Crisis Management Strategy, first published in 1993, is an excellent introduction to the theory and practice of crisis management in modern enterprises. Simon Booth examines the conventional approaches followed by many firms in the face of change and crisis. He warns of the dangers of theories which oversimplify the causes of crisis and their possible solutions, and which overlook the individual nature of each firm and its environment. Instead, a dynamic new vision of crisis management is offered, which takes into account different kinds of crisis demanding diverse solutions. The key role of leadership is also evaluated in relation to both internally and externally generated crises. Drawing on case studies of leading firms facing crisis solutions in a variety of environments, this truly international volume will provide valuable insight into the experience of crisis, risk and uncertainty. This title will be of interest to students of business.