ISBN 0-620-25202-2 The
new millennium imperative for creating follower-ship.
Reflections and exercises that stimulate self-directed
learning about the 'head'., 'heart' and 'hands' of competent
leadership. How to generate a leadership index based on
desired results and competency levels. In combination
these competencies activate follower-ship in order to
establish a winning culture, make the vision to action
leap, create the future. Enquiries to Centre-ing Services
The Halo and the Noose (written together with Dorian Haarhoff)
Unearths
the power of storytelling in business life.
There is a growing interest in story–telling for
business purposes because:
Leaders are recognizing that today's worker is bored by and doesn't respond to the same old same old histogram, bar chart, bullet–point slide,teacher–tell presentations and way of communicating
Astute story-telling facilitates the development of insight into personal emotional intelligence [self-awareness and self management], group social intelligence [empathy, listening, social cognition, relationship management], lateral thinking, and behaviours that trigger change and improve performance
Stories fit nicely into the 4P communication format: current PROBLEM, situation, issue or challenge, word PICTURE of the solution or approach envisaged, PLAN of action, the listener’s PART in the plan. They have the power to influence individuals, teams, the organisation
Stories entertain, energise and inspire. They induce emotional connection, de-stress us, motivate and elicit positive responses, develop confidence, and encourage engagement and the building of community
"There can be few talents more important to managerial success than knowing how to tell a good story." Michael Hattersley, Harvard Management Updates.
“Policy manuals are no-no’s today. But anarchy’s not
in either. So how do we let people know what’s important
around here without constraining them? The best way as
I see it: stories” Tom Peters Enquiries to Centre-ing Services
Centre-ing
Customer Satisfaction
ISBN
0-620-21753-7
THE guide to breakthrough performance through internalising
a customer satisfaction culture and practices. A comprehensive
and practical approach to successful customer relationship
management and customer experience management. The A to
Z of customer satisfaction: strategic, operational and
emotional. All you need to know about call centres. Loaded
with practical tips and exercises. 'Memory anchors' by
Grogan. Enquiries to Centre-ing Services
Some
recent reviews:
- "Of more than six hundred customer
service-oriented books in print, Graham Williams has produced
one that is truly Darwinian in scope and depth. This book
is groundbreaking and authoritative and should be read
by anyone who is serious about customer satisfaction".
- Michael Cusack, Partner: On
Line Customer Care Inc. USA.
- "The mix of practicality, creativity, and a very real
customer service orientation that Graham Williams brings
has been very relevant for our development" - John
Griffin, General Manager, Shell Gas Poland, Warsaw.
A
workbook about planning and implementing major transition
for individuals and organisations. A thorough guide
to the principles, processes and behaviours for successful
planning and implementation of the transition journey.
Illustrations by Grogan. Enquiries
to Centre-ing Services
ARTICLES
All of the articles listed below
have been published or accepted for publication by print-based
magazines such as Customer First [U.K], C2M [Consulting
to Management [USA], HR Future, Management Today, South
African Journal of Marketing and others, and web-based
magazines or libraries such as CRMXchange, Call Centre
News Services, Customer Service Review, On Line Customer
Care, Call Centre Oasis, theMarketingsite, The Training
Zone and others
The
new millennium imperative for creating follower-ship.
Reflections and exercises that stimulate self-directed
learning about the 'head'., 'heart' and 'hands' of competent
leadership. How to generate a leadership index based on
desired results and competency levels. In combination
these competencies activate follower-ship in order to
establish a winning culture, make the vision to action
leap, create the future.
ISBN
0-620-21753-7
A
workbook about planning and implementing major transition
for individuals and organisations. A thorough guide
to the principles, processes and behaviours for successful
planning and implementation of the transition journey.
Illustrations by Grogan. 
