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CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell yo... More

Delegation serves as a guide on how to delegate more in practice and thereby get people to give their best at work.... More

This book will ensure you adopt the correct procedures, conduct productive interviews and manage the outcome with confidence. The Disciplinary Interview offers step-by-step guidance on the whole process, including: • understanding the legal implications • presenting the management case • probi... More

Negotiating, Persuading and Influencing will help you develop the critical skills you need to manage your staff effectively, bargain successfully with colleagues or deal tactfully with superiors – thus ensuring that a constructive negotiation process leads to a favourable outcome. Sound advice and... More

Body Language at Work will transform your ability to interpret critical gestures and tell-tale expressions (in yourself as well as others). But Adrian Furnham – eminent professor of psychology, writer and broadcaster – waves no magician’s wand; he dispels the exaggerated claims and common misc... More

Writing Job Descriptions guides you systematically through the whole process, ensuring your job descriptions are clear, accurate and make a positive contribution to key management tasks. Practical help is given on: • deciding what to include, with full-length examples for simple and more complex j... More

The French political philosopher Raymond Aron once observed that the twentieth century "could have been Germany's century." In 1900, the country was Europe's preeminent power, its material strength and strident militaristic ethos apparently balanced by a vital culture and extraordinary scientific ac... More