Internal Communication

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Leading the Customer Experience
Leading the Customer Experience
Sarah Cook

Leading the Customer Experience

Inspirational Service Leadership

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others.It is clear that managers and leaders throughout ...

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Website price:£22.50
Regular price: £25.00
The Tone From the Top
The Tone From the Top
Ian Muir

The Tone From the Top

How Behaviour Trumps Strategy

Many companies have been criticised for weaknesses in their business ethics, and every year, new scandals and ethical breaches hit the media. The problem of ethical lapses however, is not confined to business and there are few sectors of society that can claim the moral high ground. In an increasingly transparent world, employee engagement ...

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Website price:£40.50
Regular price: £45.00
Exploring Internal Communication
Exploring Internal Communication
Edited by Kevin Ruck

Exploring Internal Communication

Towards Informed Employee Voice

This third edition of Exploring Internal Communication includes new chapters on the history of internal communication, the evolution of employee engagement, the current state of practice, change communication, storytelling, research and measurement, an internal communication measurement dashboard, intranet management, and internal social media ...

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Website price:£27.00
Regular price: £30.00
Solvency II
Solvency II
Gabrielle O'Donovan

Solvency II

Stakeholder Communications and Change

As the deadline for Solvency II approaches, affected entities will find implementing the required policies into everyday practices becomes a major focus. The second edition of Solvency II: Stakeholder Communications and Change, explains how to prepare for and negate the associated risks. Gabrielle O'Donovan uses her research and the latest ...

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Website price:£31.50
Regular price: £35.00
Reinventing Communication
Reinventing Communication
Mark Phillips

Reinventing Communication

How to Design, Lead and Manage High Performing Projects

In his ground-breaking book, Mark Phillips shows how even the most mature organizations can fail to deliver successful projects - and worse, how this can lead to an organization's demise. With clear examples, Mark reveals the underlying principals at work and introduces a revolutionary new technique for harnessing the power of communication ...

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Website price:£54.00
Regular price: £60.00
A Field Guide for Organisation Development
A Field Guide for Organisation Development
Edited by Ed Griffin, Mike Alsop, Martin Saville and Grahame Smith

A Field Guide for Organisation Development

Taking Theory into Practice

Through contributions from leading organisation development practitioners with unparalleled experience, A Field Guide for Organisation Development answers four questions: What is OD and why does it matter? Where does OD fit and who does it? How do you actually do OD? How do you know if it's worked and prove the benefit?This book provides a ...

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Website price:£58.50
Regular price: £65.00
Managing Innovation Adoption
Managing Innovation Adoption
Majharul Talukder

Managing Innovation Adoption

From Innovation to Implementation

When Innovation is considered one of the key drivers of corporate success, why do organisations struggle to implement it? Research suggests that innovations fail due to a lack of acceptance by employees; therefore an understanding of potential adopters and the factors influencing their decisions is essential. Despite much research on adoption ...

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Website price:£63.00
Regular price: £70.00
Cover coming soon
Effective Multi-Unit Leadership and International Multi-Unit Leadership: 2-Volume Set
Chris Edger

Effective Multi-Unit Leadership and International Multi-Unit Leadership: 2-Volume Set

2-volume set

Chris Edger looks at that key managerial cohort in the retail, hospitality and service sectors operating between the centre and unit - the Multi-Unit Leader (MUL). Sandwiched between the centre and the unit they need to motivate unit managers and team members to provide great service whilst simultaneously fulfilling the Centre's compliance ...

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Website price:£108.00
Regular price: £120.00