Why Pride Matters More Than Money

The book that turns our understanding of motivation on its head . . . and shows why most companies get it wrong. There are few people with more experience and accumulated wisdom about the inner workings of business and how people can work together more effectively than Jon Katzenbach. His groundbreaking research has resulted in several important books, including The Wisdom of Teams and Real Change Leaders. Over the past several years he has turned his attention to one of the perennial questions of leaders everywhere: How do I motivate my employees? Most everyone frets about how to devise schemes that will keep the troops revved up. Conventional wisdom—or at least the practice at most companies—often centers on money as the primary motivating force. Many also rely on intimidation, which like money generally has a short-term impact. But what Katzenbach has found in his research at many organizations is that both of these practices do little to build the long-term sustainability of an organization. For that you need a powerful force that has been—until this point—understood by few managers and implemented by fewer still: pride. From the front lines to the executive suite, most people are motivated by feelings of accomplishment, approval, and camaraderie. It’s why the best employees strive well beyond performance levels that will yield them higher pay and why most true professionals relentlessly avoid retirement. Why does Southwest Airlines consistently turn in the highest levels of performance and profitability of any company in the airline business? What can the U.S. Marines teach us about individual commitment that can be used in the for-profit world? How is General Motors overcoming its history of labor-management enmity through the efforts of “pride-builders” from both the union and the management side? By drawing on what he has learned from these and many other organizations, Jon Katzenbach provides a practical program for understanding the role of pride: • Money is not the motivator most people think it is: Katzenbach shows why pay-for-performance programs by themselves result in employees who focus on self-serving behavior and skin-deep organizational commitment. • Money tends to be a short-term motivational device and works best during times of growth, but pride works in bad times as well as good. • Cultivating pride is an investment that yields high returns on workforce performance over time and is not nearly as costly as relying solely on monetary compensation and the turnover risks that accompany a “show me the money” culture. Katzenbach shares unique insights and specifics about how the best mid-level pride-builders take advantage of the world’s greatest motivational force even in environments as challenging as General Motors and Aetna. He shows how managers at every level are missing a powerful lever if they are not instilling pride as a primary force for building their organization. Also available as an eBook.

Customer service is of critical importance for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. Customer Service for Hospitality and Tourism is a unique text and vital to both students and practitioners as it explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. It is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. Key features include: An ‘At Your Service’ Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. Each chapter contains a ‘Service Snapshot’ - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. Detailed international ‘Case Studies’, which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.

Here Are the Tools to Achieve Project Management Success Buy both The Complete Project Manager and The Complete Project Manager's Toolkit and save $18 at checkout by entering coupon code COMBO1. This companion to The Complete Project Manager provides the tools you need to integrate key people, organizational, and technical skills. The core book establishes that success in any environment depends largely upon completing successful projects; this book gives you the means and methods to meet that goal. The hands-on, action-oriented tools in this book will help you develop a complete set of skills—the right set for you to excel in today's competitive environment. The Complete Project Manager's Toolkit will enable you to implement the easy-to-understand, universal, powerful, and immediately applicable concepts presented in The Complete Project Manager. You may already be aware of what you need to do; this book supplies the how through: • Assessments • Checklists • Exercises • Examples of real people applying the concepts. Use these tested methods to overcome environmental, personal, social, organizational, and business barriers to successful project management! Although The Complete Project Manager can be used as a stand-alone book, it is designed to complement The Complete Project Manager: Integrating People, Organizational, and Technical Skills.

An all-new approach to understanding the (in)formal connections of an organization From the bestselling coauthor of the business classic The Wisdom of Teams comes an all-new exploration of the modern workplace, and how leaders and managers must embrace it for success. Katzenbach and Khan examine how two distinct factions together form the bigger picture for how organizations actually work: the more defined "formal" organization of a company-the management structure, performance metrics, and processes-and the "informal"-the culture, social networks, and ad hoc communities that spring up naturally and can accelerate or hinder how the organization works. With dynamic examples from enterprises around the world, this book takes a timeless organizational approach and creates a powerful paradigm-shifting tool set for applying it. Includes self-assessment guidelines for senior leaders, front-line managers, and individual contributors Features organizations in business, government, the nonprofit sector, and academia-including the New York City schools system, Aetna, the Marines, United Nations, Orpheus Chamber Orchestra, Home Depot, Bell Canada, and the Houston Police Department Leading Outside the Lines illustrates how leaders can make the two distinct factions work together to get the best of both.

2007 AJN Book of the Year Winner! Designated a Doody's Core Title! Mentoring in Nursing will help inspire a more cohesive, flexible, and empowered nursing force, whether in academia, the hospital unit, or health care facility. Featuring: Definitions and components of the mentoring process Models and strategies: classic, multiple, and peer mentoring; precepting, coaching, or shadowing models Mentor and mentee perspectives Best practices in nurse mentoring, including multicultural competency Mentoring evaluation tools "It is incumbent then on all of us in the helping professions to be cognizant of the need for continued support and guidance of the elders, but the elders must also listen and learn from the young, and the young must help each other if the profession's covenant with the public is to be kept."--From the Foreword by Grayce Sills, PhD, RN

2007 AJN Book of the Year Winner! Designated a Doody's Core Title! Mentoring in Nursing will help inspire a more cohesive, flexible, and empowered nursing force, whether in academia, the hospital unit, or health care facility. Featuring: Definitions and components of the mentoring process Models and strategies: classic, multiple, and peer mentoring; precepting, coaching, or shadowing models Mentor and mentee perspectives Best practices in nurse mentoring, including multicultural competency Mentoring evaluation tools "It is incumbent then on all of us in the helping professions to be cognizant of the need for continued support and guidance of the elders, but the elders must also listen and learn from the young, and the young must help each other if the profession's covenant with the public is to be kept."--From the Foreword by Grayce Sills, PhD, RN

Sharpen your skills and shape attitudes to achieve high levels of success personally and professionally The Optimism Advantage offers tangible, proven techniques for turning life's obstacles into opportunities with confidence and competence. Today's economy offers plenty of reasons to feel powerless and frustrated. But why would you, when it offers just as many reasons to be optimistic, resourceful, and persistent? After all, adversity is everywhere...but it's how you handle adversity that makes the difference in your personal and professional life. Each chapter provides new ways to sharpen your own skills and help others to face ever-present organizational and personal challenges with the kind of positive attitude that leads to resilience and results. Presents important truths for maintaining your sanity and effectiveness during times of economic or organizational turmoil Shows you how to turn yourself into a valuable, recyclable asset, rather than a disposable "employee" Author Terry Paulson is a preeminent expert on the human side of optimism and a powerful, renowned professional speaker The Optimism Advantage offers much needed relief, hope, and practical tools for everyone who feels trapped and powerless in the face of current economic conditions.

Pramatic principles for developing good leaders