Digital learning resources to support performance€¦ · Influencing 15 Interviewer’s ... Positive Mental Attitude 23 Resilience 24 Self-managed Development 25 Stress ... Assertiveness

Change is coming. How do

I manage it?

Her report is poor. What‛s my response?

I need to delegate more.

How?

Team moraleis low. What‛s the answer?

He‛s late again. What

do I say?

Digital learning resources to support performance

Upload Pocketbooks to your LMS or intranetMany challenging questions arise daily in the workplace. Where dopeople go for answers – for help, ideas, solutions, reassurance andinspiration? With the PocketLibrary they need look no further thanyour LMS or staff intranet.

The PocketLibrary is our digital collection of Pocketbooks –illustrated guides to essential workplace skills – which you canupload to your system on licence for an annual fee. Customers lovePocketbooks for their concise, jargon-free and practical approach.

Pocketbooks accelerate learningPacked with tips, tools and techniques, Pocketbooks provide theknowledge, skills and behaviours which are essential to improvingperformance, both individually and organisationally.

They are written using accelerated learning principles to maximisememory retention and recall. It’s fun to learn with Pocketbooks andnew skills are quickly transferred back to the workplace.

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subject heading chapter identifier

Mnemonic

illustrative cartoon bullet point summary

diagrammatic representation

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An eLibrary package tailored to your needsThere are around 100 Pocketbooks to choose from. Include all ofthem in your eLibrary package or just those that best meet your L&Dobjectives. The choice is yours. The number of Pocketbooks youchoose and the number of people you plan to make the resourcesavailable to determine the annual licence fee.

With your choices made and the agreement signed (don’t worry, it’sjust one page long) we’ll despatch your PocketLibrary files. It’s thatsimple and quick to do!

All of our ePocketbooks are print enabled and over half of themfeature colour illustrations and reader-friendly clickable links. Eachchapter and every page can be instantly accessed via a single clickon the sidebar. Accelerated learning just got even faster!

Unsure which topics to

select? Request a copy of

the PocketGuide in which

we’ve mapped available

Pocketbooks to 35 core

leadership competencies.

Who uses the PocketLibrary?Current subscribers to the PocketLibrarycome from both the public and privatesectors. Financial services,transport, healthcare, education,local government, utilities,telecoms., retail, leisure andother sectors are allrepresented. You’ll be familiarwith many of the names.

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Free support packTo help you promote the PocketLibrary to your target audience andto give it visibility on your LMS or intranet we supply a range ofsupport materials:• A front cover image for each Pocketbook in your collection• A set of book descriptions, ready to copy and paste • Promotional literature – customise, laser print and circulate• Web banner adverts – add to email footers and other documents• Copyright-free cartoons to draw attention and create impact

Quizzes consolidate the learningYour free support pack also includes, for selected Pocketbooks,multiple-choice questionnaires enabling users to test theirknowledge. More than 30 of these quizzes are available across the Pocketbook list as a whole.

BrandingBranding is an optional extra. A popular approach is to insert into thefront of each chosen Pocketbook a welcome page carrying your logoand a message reinforcing your approach to workplace learning.Other branding options are also available. There is a one-off chargefor doing this work.

Your next stepFor a no-obligation quotation please email Adrian([email protected]) with the number of library users you areconsidering and he will provide pricing options.

Alternatively, give him a call: +44 (0)1962 735573.

Brandyour

Pocketbooks

CommunicationsAssertiveness 7Body Language 7Communicator’s 9Emotional Intelligence 12Feedback 13Handling Resistance 13Impact & Presence 14Influencing 15Interviewer’s 15Listening Skills 16Meetings 20Networking 21NLP 22Presentations 23Storytelling 26Tackling Difficult Conversations 27Telephone Skills 28Vocal Skills 30Webinars 30Working Relationships 31Workplace Politics 31Writing Skills 31

CreativityCreative Manager’s 9Nurturing Innovation 22

Customer CareC.R.M. 10Customer Service 10Handling Complaints 13Managing Customer Service 18

Cultural IssuesCross-cultural Business 10Diversity 11

FinanceBalance Sheet 7

Improving Profitability 14Managing Budgets 17Managing Cashflow 18

General ManagementBusiness Planning 7Competencies 9Decision-making 10Delegation 11Improving Efficiency 14Leadership 16Management Models 17Manager’s 17Managing Change 18Managing Upwards 19Project Management 24Quick Tips for Managers 31Starting in Management 25Strategy 26Sustainability 27Time Management 29Transformative Change 30

Human Resources360 Degree Feedback 6Absence Management 6Appraisals 6Induction 15Managing Assessment Centres 17Managing Recruitment 19

Managing PeopleAdvanced Coaching 6Coaching 8Cognitive Behavioural Coaching 8Collaborative Working 8Developing People 11Discipline & Grievance 11Empowerment 12Engagement 12Mediation 20Mentoring 20Motivation 21

People Manager’s 22Performance Management 23Problem Behaviour 24Resolving Conflict 24Talent Management 27Teambuilding Activities 27Team Coaching 28Teamworking 28Virtual Teams 30

Sales & MarketingKey Account Manager’s 15Marketing 19Negotiator’s 21Sales Excellence 25Salesperson’s 25

Self-developmentCareer Transition 8Confidence 9Energy & Well-being 12Learner’s 16Managing Your Appraisal 19Memory 20Mindfulness at Work 21Personal Success 23Positive Mental Attitude 23Resilience 24Self-managed Development 25Stress 26Succeeding at Interviews 26Thinker’s 28

TrainingFacilitator’s 13Icebreakers 14Learning Needs Analysis 16Managing Difficult Participants 18Openers & Closers 22Trainer’s 29Training Evaluation 29Transfer of Learning 29

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Titles

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Paperbacks and eBooksAs well as licensing Pocketbooksyou can also purchase themoutright, either as eBooks or, for selected titles, as paperbacks. The formats available are indicated beneath the Pocketbookcovers illustrated on the followingpages. The eBooks can bepurchased and downloaded atwww.pocketbook.co.uk. Beforedoing so, please first read the‘step-by-step’ instructions andFAQs found on the website under‘About the eBooks’.

Please note, eBooks are forindividual use only; they cannot beuploaded to an LMS or intranet. Forthat you need a multi-user licence.

The following eBooks can also bepurchased through retailersincluding Kobo, Amazon’s KindleStore and Apple’s iBookstore:

AssertivenessCoachingEmotional IntelligenceFacilitator’sLeadershipMentoringPerformance ManagementProject ManagementTrainer’s

APPRAISALSPocketbook

2nd EditionA goals oriented/personal

development approach to

performance appraisal

and performance

management

Frank Scott-Lennon

Author : Lynne WalleyFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Central to The Advanced CoachingPocketbook is SPACE, a 5-step modelenabling coaches to reflect on and assesstheir own approach to coaching, anddeepen their awareness of the coachingprocess. HR and OD professionalswanting to create a coaching culture willalso find the tips and tools beneficial.

Each step of the model is described in aseparate chapter, and for each step theauthor recommends appropriate toolsdesigned to put the theory firmly intopractice. Exercises and graphic deviceshelp to embed the understanding.

SPACE was tested by practitioners acrossthe UK and further afield. How theyapplied the model in practice wassubsequently surveyed and theirresponses used to inform the model andits description in this pocketbook.

“The survey results give real insight intothe different aspects of coaching”, anenthusiastic Lynne Walley declares.

Author : Frank Scott-LennonFormat/s : e-BookPages : 104Price : £9.99

The Appraisals Pocketbook adopts astrongly practical approach in explaininghow to set up and run an appraisalsystem. Using a helpful 5-stage model,the book shows how to identify the jobobjective and key result areas, how to setclear achievable goals, and how tostructure and conduct the performancediscussion.

‘This Pocketbook shows howperformance appraisal can be a vehiclefor improving performance andenhancing the growth of individuals’,says author Scott-Lennon.

Reviewing The Appraisals Pocketbook,Management Today concluded: ‘Thislittle book provides a lot of help. Itchallenges managers to ask themselveswhether they understand what anappraisal is for, and what questions they should be asking’.

See also the Managing Your AppraisalPocketbook on page 19.

Management Pocketbooks E-mail: [email protected]

Max A. Eggert

ABSENCEMANAGEMENT

PocketbookA pocketful of

tips, tools and

techniques to gain

greater commitment

from your workforce

and boost output

Author : Max A. EggertFormat/s : e-BookPages : 128Price : £9.99

The Absence Management Pocketbookexamines why people take time off andwhat caring, committed and professionalmanagers can reasonably do about it.

Sixty practical suggestions for reducingabsenteeism are detailed, followed by alook at the legal aspects of employmentand advice on how to introduce anabsence control policy. The author alsolooks at the costs of absenteeism(monetary and psychological) and fiveways of measuring absence.

This book was previously published asThe Controlling AbsenteeismPocketbook.

360 DEGREEFEEDBACK

Pocketbook

A pocketful of tips, tools and

techniques on how to

introduce, develop, facilitate

and participate in a 360

degree personal development

review scheme

Tony Peacock

Author : Tony PeacockFormat/s : e-BookPages : 128Price : £9.99

360 degree feedback is one of the mostpowerful experiences a person can havein the workplace, according to TonyPeacock the author of The 360 DegreeFeedback Pocketbook.

In this book he shows how feedback canbe used for personal development, self-awareness, identification of talent andhow in flatter organisational structuresit will help management obtain a richerpicture of team members. The focus ofthese reviews is all about how peoplebehave, the work activities theyundertake and how feedback is given tofacilitate change.

This book guides the reader through thewhole process, starting with anyconcerns individuals may have andovercoming objections, followed by thepluses and minuses of developing in-house systems, or using externalproviders. How to handle confidentialityand feedback, and the way sharing ofdevelopment plans are undertaken areexplained in an easy step-by-step format.

Lynne Walley

ADVANCED COACHINGPocketbook

A pocketful of tips, tools

and techniques to advance

your coaching skills and

promote a more effective

coaching culture across

the organisation

Author : Max A. EggertFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

Assertiveness is the ability to maintainthe right balance between your ownneeds and other people's needs. Itempowers those who use it.

In The Assertiveness Pocketbookauthor Max Eggert looks at the reasonsfor non-assertive behaviour and thedifferences between assertive, aggressiveand passive behaviour. Packed full ofgood advice on how to overcome self-defeating beliefs, and deal with often-occurring problem situations. Withactivities to help develop assertiveness.

ASSERTIVENESSPocketbook

2nd EditionA pocketful of tips, tools

and techniques for those who

want to set their own agendas

and take control of their lives

Max A. Eggert

Management Pocketbooks Freephone: 0800 028 6217 (UK only) 7

BUSINESS PLANNINGPocketbook

3rd EditionA pocketful of tips,

tools and techniques for

all those who need to

understand the components

of a business plan

Neil Russell-Jones

Author : Neil Russell-JonesFormat/s : e-BookPages : 128Price : £9.99

The Business Planning Pocketbookexplains what issues to address, how towrite a business plan, what questions toask, how much detail to include and the time-frame to adopt. In the chapteron planning theory the author identifieseight different planning styles, followedin the next chapter with a description of the seven stages of the planningprocess.

In his summary the author says: ‘A planis a statement of what you intend to achieve, how, when and with what resources’. A complex subject made simple.

“If you only read one book on finance, read this!”

Director of Finance & MembershipServices, RAC Motoring

Services Ltd.

BODY LANGUAGEPocketbook

A pocketful of tips on how

to interpret and use body

language to sharpen your

communication skills

Max A. EggertAnne Hawkins &

Clive Turner

BALANCE SHEETPocketbook

2nd EditionA pocketful of guidance and

advice to help explain profit

and loss reports, balance

sheets and the way money

works within business

Authors : Anne Hawkins & Clive TurnerFormat/s : e-BookPages : 112Price : £9.99

The Balance Sheet Pocketbook beginsby constructing a model to show howmoney works within a business, i.e.where funds come from and how theyare used. The structure of the balancesheet and the profit and loss reports arethen examined and explained within thecontext of this model. Commonmisconceptions are frequentlyhighlighted and financial jargon isclearly unravelled.


Body language is a powerfulcommunicator. The facial expressionswe adopt, the way in which we stand orsit and how we use our hands and armsare the ‘syntax’ of the language. Theyadd clarity and detail to the spokenwords.

Knowledge of body language not onlyhelps you to interpret what other peopleare saying and how they are thinkingand feeling, it also helps you become amore effective and decisivecommunicator.

The Body Language Pocketbookexplains how you can apply non-verbalcommunications techniques to buildrapport, motivate and persuade people,and improve your interpersonal skills.Illustrated throughout, and with a funquiz at the end to help recap yourlearning.

New

COGNITIVE BEHAVIOURALCOACHINGPocketbook


and techniques to enable

coaches, L&D specialists

and managers facilitate

transformational change

Dorothy Spry

COACHINGPocketbook

2nd Edition

A pocketful of tips

and techniques on

how to coach others

to achieve outstanding

performance

Ian Fleming & Allan J. D. Taylor

Authors : Ian Fleming & Allan J. D. TaylorFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Coaching is aimed at improvingperformance at work. This is done byturning the activities people do intolearning situations, in a planned wayand under guidance. The CoachingPocketbook defines the coach’s role andexplains how coaching differs from theother ‘helping skills’ of advising,instructing, counselling and mentoring.

There are four key stages to coaching,namely assessing current performancelevels, setting outcomes for learning,agreeing tactics/initiating action, andgiving feedback. The author explainseach stage and then moves on tosummarise the various skills required.

Next, the opportunities for coaching andthe potential pitfalls are highlighted. A checklist and a case study end thePocketbook on a practical note.

Author : Dorothy SpryFormat/s : e-BookPages : 112Price : £9.99

The widespread popularity of coaching insupport of workplace performance,leadership development and employeeengagement was heavily underscored bythe findings of a CIPD (CharteredInstitute of Personnel and Development)survey carried out in 2009 whichrevealed that 90 per cent of organisationssurveyed use coaching techniques.

Cognitive Behavioural Coaching (CBC)takes coaching a stage further. Itrecognises that how people think affectshow they feel which, in turn, influencesthe decisions and actions they take.Through a systematic process ofquestioning, CBC challenges anindividual’s limiting beliefs andbehaviours and helps them to see and act differently.

The Cognitive Behavioural CoachingPocketbook uses a simple 5-step modelto explain in clear, practical terms howcoaches, L&D staff and managers canuse CBC for the benefit of both theindividual and the organisation.

Douglas Miller

COLLABORATIVEWORKINGPocketbook

A pocketful of tips and

techniques to make

connections, knit

together individuals’ skills

and optimise outcomes

Author : Douglas MillerFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

“Within us, collectively, there livesbrilliance, even genius, which, ifharnessed in the right way, cantransform our work”, says author DougMiller in The Collaborative WorkingPocketbook. “The main reason wecollaborate”, he continues, “is that noindividual, team, group or, even,organisation can hope to have all theknowledge and skills it needs withoutpartnering with others to meet its goals.”

Collaborative working is quite simply adynamic method for solving problemsand for creating and exploitingopportunities through two or morepeople. It allows you to be the bestversion of yourself in a way that benefitsthe group you are part of.

At the heart of collaborative working areseven core behaviours – the collaborativehabits. Each of these habits – trust,purpose, humility, connectivity, curiosity,disagreement and control – is describedin a separate chapter and Miller explainshow they can be applied from both anindividual and team perspective.

Management Pocketbooks FAX: +44 (0)1962 7336378

CAREER TRANSITIONPocketbook


and techniques to manage

successfully changes to

your career path

Keith Corbin

Author : Keith CorbinFormat/s : e-BookPages : 128Price : £9.99

A practical, easy-to-use guide for jobchangers and job seekers, The CareerTransition Pocketbook begins byencouraging readers to address somefundamental questions: where am Inow, where do I want to be, what skillswill I require and how do I go aboutmaking the necessary changes?

Moving up the career ladder is all aboutself-marketing, understanding whatskills and experience you have to offerand then identifying and targetingsuitable employers. From preparing aCV to networking and completingapplication forms, this pocketbookexplains how to reach that all-importantinterview stage.

Using his PREP (Plan Research Expectand Practice) approach, the authorexplains how to prepare thoroughly forthe interview and gives advice onnegotiating the best offer.


Peter English

CONFIDENCEPocketbook


and techniques to help

you grow in confidence,

grasp life’s challenges

and fulfil your ambitions

COMPETENCIESPocketbook

For managers and team

members, a pocketful of

tips and techniques on

how to use competencies

to improve individual and

corporate performance

Roger Mills

Author : Roger MillsFormat/s : e-BookPages : 128Price : £9.99

Simply put, a competency describes thebehaviour or actions that can be seenwhen a job is being done well.

Organisations use competencies to getconsistency in what they do, ensurepeople are treated equitably, enhancecommunications, improve stakeholderrelationships and establish highstandards of quality and performance.

The Competencies Pocketbook explainshow to develop a competencyframework, how to assess competenciesand how to reap the benefits from boththe individual’s and the organisation’sperspective. It also describes why somecompetency initiatives don’t work andhow to make sure that yours does.

Even if your organisation doesn’t have acompetencies scheme, the author urgesyou to use competencies to improveyourself and advance your career. Thefinal chapter describes how to do this.

Author : Peter EnglishFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

With confidence you can graspopportunities, broaden your horizons andgo after what you really want in life. Inthe workplace the advantages of believingin yourself will help in all sorts ofsituations: job interviews, appraisals,dealing with colleagues, meetings,handling problems and much more.

‘But, I am simply not a confident person’,many people will say. They are wrong!Anyone who puts their mind to it – andfollows the approaches described in TheConfidence Pocketbook – can grow inconfidence and self-belief. The two keytasks are to stretch yourself by acceptingchallenges and to develop a growthmindset, one that sees the possibilitiesand doesn’t view failure as a threat.

The Confidence Pocketbook sets out arange of confidence-building strategiesand then pulls these together into anaction plan. There is advice too on howto boost your confidence at short noticewhen faced with specific challenges (e.g.tackling a difficult conversation ormaking an important presentation).

Author : Seán MistéilFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Being an effective communicator is hardwork, but it is the single most importantpart of a manager's role. Many of usthink we are good at it – it's all thosepeople who don't listen who are theproblem!

The Communicator's Pocketbook coversthe dynamics of communication, how tobe effective, likely barriers, styles ofcommunication and technology at work.The book concludes with a series ofchecklists that will enable you to takestock of your communications skills andshortcomings and to put these intocontext at both an organisational leveland a group or team level.

COMMUNICATOR’SPocketbook

2nd EditionA pocketful of tips

and techniques to

make you more

aware of your

communication style and

how to improve it

Seán Mistéil

CREATIVE MANAGER’SPocketbook

A pocketful of tools,

tests and techniques for

managers and professionals

for whom creativity

means business survival and

personal growth

John Townsend& Jacques Favier

Authors : John Townsend & Jacques FavierFormat/s : e-BookPages : 112Price : £9.99

According to management guru PeterDrucker, ’the enterprise that does notinnovate inevitably ages and declines’.The Creative Manager's Pocketbook isa treasure-trove of techniques, tools andtriggers that will help you producecreative ideas. There are 10 ready-to-use techniques with such intriguingnames as Nyaka, Merlin, Eureka andBrainfaxing. In each case the authorexplains what the technique is, in whatway it can be used, how to apply it andwhat materials will be required.

Elsewhere the book looks at thedifferent areas (e.g. productdevelopment, customer service,efficiency) that can benefit frominnovation and how to ‘sell’ new andcreative ideas. The numerous exercises,tests and quizzes will keep you involvedand help you discover just how creativeyou are.

New Edition

DECISION-MAKINGPocketbook

2nd Edition

A pocketful of tips,

tools and techniques to

ensure you identify the real

issues and make balanced

choices that add value

Neil Russell-Jones

CUSTOMER SERVICEPocketbook

3rd EditionA pocketful of tools, tips and

techniques for everyone

who contributes, directly or

indirectly, to ensuring that

the customer comes first

Sean McManus& Tony Newby

Authors : Sean McManus & Tony NewbyFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Customer Service Pocketbook isfor everyone who contributes, directly orindirectly, to giving the customerexcellent service.

This third edition has been fully revisedto reflect the challenges of responding tocustomer needs via a variety of differentchannels, including social media. Thebook covers why good service matters,listening skills, how to turn complaintsinto opportunities, effectivecommunication methods and muchmore.

Setting standards, measuring customerservice and mystery shopperprogrammes are all dealt with.Recognising and respecting internalcustomers is also addressed and thereare case studies, checklists and anaction planning section.


The Decision-making Pocketbookexplains how to make balanced choicesthat address needs and the real issues,choices that minimise risks and addvalue. It covers everything you need toknow on the subject of decisions, fromunderstanding the key components of adecision to a framework for decision-making with methodologies and casestudies.

It also looks at the differences betweenindividual decision-making andreaching consensus within a team.Techniques to help you analyse therisks, identify possible outcomes andmake informed decisions are described.

One reader remarked: ‘A pragmaticapproach, showing how to ensuremanagement by design rather thanchance’.


Authors : David Alexander & Charles TurnerFormat/s : e-BookPages : 128Price : £9.99

An effective customer relationshipmanagement strategy can deliver a stepchange in customer engagement,profitability, revenue growth andsustainability. This second edition ofThe CRM Pocketbook will helpmanagers take a more strategic approachto setting relationship managementobjectives and implementing practicalplans in a multi-channel environment.

Consumers are becoming moreempowered and turning to channelswhere they can access their ownpersonal information, have more say inhow that information is used, andmanage how often they receivemarketing materials. They have theability to compare and analyse productand service offerings without the needfor interaction with suppliers.

This book explains how organisationscan build more effective engagementstrategies that provide outstandingcustomer support and drive businessvalue.

C.R.M.Pocketbook

2nd Edition


strategies for acquiring,

developing, valuing and

retaining customers in a

multi-channel environment

David Alexander & Charles Turner

CROSS-CULTURALBUSINESS

Pocketbook


tools and techniques

for anyone working or

doing business abroad

John Mattock

Author : John MattockFormat/s : e-BookPages : 112Price : £9.99

The Cross-cultural BusinessPocketbook is for anyone doingbusiness outside his or her country,whether attending or organising amultinational conference, making apresentation to a group of managersfrom different countries, or beingrelocated abroad. Starting with a look atculture and its effects on workingbehaviour, the book then reviews waysof developing communication skillsacross the culture gap. Finally there is asection of specific material covering,amongst others, Europe, the Arab worldand North America.

‘For those who do business overseas,this book is a valuable insurancepolicy’, commented The Good BookGuide. ‘It sets out not only examples oflocal attitudes and thinking but a wholeway of planning and executinginternational communication andbusiness dealing’, continued the Guide.

Management Pocketbooks Freephone: 0800 028 6217 (UK only)

DELEGATIONPocketbook


and techniques on how to

delegate successfully – an

approach that saves time,

improves results and

increases job satisfaction

Jon Warner

Author : Jon WarnerFormat/s : e-BookPages : 112Price : £9.99

Failure to delegate or failure to delegateeffectively is costly – to you, yourcolleagues and, ultimately, your employer.There are both morale and productivityissues. It’s enough to make you cryunless, that is, you adopt the ‘onion’approach which lies at the heart of thedelegation process as described by JonWarner in The Delegation Pocketbook.

To delegate effectively you need tounderstand your own attitude todelegation, what you can delegate andwhy you should do so (beware the wrongreasons!), who to delegate to, how toprepare properly and what briefing styleto adopt – controlling, tentative,participative or collaborative. Warnerrecommends a collaborative style usingthe principles outlined in his book.

There is advice too on settinggoals/milestones; using controls tominimise risk; how to monitor theprocess; warning signs to look out forand how to react; and maintainingresponsibility and accountability.

11

DEVELOPING PEOPLEPocketbook

3rd EditionA pocketful of tips to

help managers identify

staff development needs

and enable their people

to reach new heights

Ian Fleming

Author : Ian FlemingFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Author Ian Fleming directs TheDeveloping People Pocketbook at full-time trainers and managers withstaff training as part of their jobs. Hedeals with training needs identification,the pros and cons of different trainingmethods, learning styles and learningblocks, finding and briefing externaltrainers, assessing the outcome andapplying the learning.

Two of the standout endorsements forthis pocketbook are: “Very user-friendly,informative and thought provoking. Amust for managers involved in training.”and “Brimming with common sense for apainless approach to developing others.”Further pocketbooks by Ian Fleming dealwith coaching, people management andteamworking.

DISCIPLINE &GRIEVANCEPocketbook


and techniques for line

managers and those in

HR on managing

formal staff issues

Ruth Sangale

Author : Ruth SangaleFormat/s : e-BookPages : 128Price : £9.99

With the number of grievances andtribunal claims rising sharply, the costof conflict in the workplace is increasingat an alarming rate. In the UK alone theannual cost is more than £20 billion.

Grievances and disciplinary matters areimmensely disruptive and time-consuming, and most managers struggleto know how to deal with them. TheDiscipline & Grievance Pocketbookoffers practical help. It stresses theimportance of understanding the rootcauses of conflict and identifies themanagement practices that need to be inplace in order to help prevent problemsarising.

The book first looks at how staff issuescan be resolved informally, throughmediation, and then goes on to describethe formal procedures for both grievanceand disciplinary cases before finallydealing with the dismissal process.Informative case studies bring authorRuth Sangale’s advice sharply into focus.

DIVERSITYPocketbook


techniques on harnessing

the power of diversity to

maximise team

performance and add

organisational value

Linbert Spencer

Author : Linbert SpencerFormat/s : e-BookPages : 112Price : £9.99

Linbert Spencer, author of The DiversityPocketbook, believes firmly thatcombating discrimination, promotingequal opportunity and valuing thedifferences in individuals is morally,socially and economically advantageous.It adds value to an organisation – bymaking it more attractive to investors,would-be employees and customers – andimproves output, both quality andquantity.

The Diversity Pocketbook is for everyonewith responsibility for directing,managing, supervising or influencingothers within an organisation.

It describes how to: formulate a strategythat values diversity; implement such astrategy; recruit and train a more diverseworkforce (the 5D’s – desire, definition,decision, determination and discipline);and set personal diversity and equalityobjectives. The appointment of a‘diversity champion’ and dealing withgrievances are also dealt with.

“As with all pocketbooks, the accent is on concise

presentation of key facts”IT Training


ENERGY & WELL-BEINGPocketbook

2nd EditionA pocketful of tips,


to boost your

energy, drive and

enthusiasm at work

Gillian Burn

EMOTIONAL INTELLIGENCE

Pocketbook2nd Edition

A pocketful of tips to improve

your emotional and social

awareness, and ability to

manage feelings – your own

and other people’s

Margaret Chapman-Clarke

Author : Margaret Chapman-ClarkeFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

A survey of managers in a leading UKsupermarket chain revealed that thosehigh on EI (emotional intelligence)experienced less stress, enjoyed betterhealth, demonstrated higher levels ofmorale and performance, and reported abetter quality of life. US researchinvolving partners of a multi-nationalconsulting firm showed that those peoplewith higher EI competencies secured $1.2 million more profit.

In The Emotional IntelligencePocketbook author Margaret Chapman-Clarke – a coaching psychologist andcoach-supervisor – demystifies a complexsubject that hitherto has only beencovered by academic, heavyweightliterature. The book takes readersthrough each of the five steps to attainingEI and describes how organisations canbecome emotionally intelligent.

Includes the Boston IntelligenceQuestionnaire with which readers canassess their current level of EI andidentify those capabilities that requirefurther development.

EMPOWERMENTPocketbook

A pocketful of tips, techniques

and tools on how to create an

empowerment culture that

benefits both the organisation

and the individual

Mike Applegarth& Keith Posner

Authors : Mike Applegarth & Keith PosnerFormat/s : e-BookPages : 112Price : £9.99

Empowerment is often confused withdelegation and, wrongly, is often seen asa form of power or authority over anotherperson.

The authors of The EmpowermentPocketbook prefer to liken empowermentto a licence that is issued only after thoseconcerned have proven their ability andonly when the scope and conditions ofthe activity to which the licence appliesare clearly defined.

This Pocketbook explains whatempowerment is, what can be gainedwhen it is in place and how to put itthere and keep it there. It will be helpfulto managers, trainers, consultants and allthose people who are concerned withgetting the best from their workforce.

Areas covered include: identifying theneed for empowerment, enabling theindividual, implementation (nine steps toget empowerment in place) and, finally,monitoring and feedback.

Author : Gillian BurnFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Physically exhausted? Mentally drained?The Energy & Well-being Pocketbookwill get you in shape, show you how towork more healthily and boost your driveand enthusiasm. With a background inthe health sector and a Masters degree inexercise and health services, authorGillian Burn begins by demonstratinghow to carry out an energy and well-beingaudit to establish personal well-beinggoals.

What we eat and the space we work inare key to boosting energy levels. Theauthor describes how food can stimulatethe brain and relieve stress, and howplants, colour, sound and lighting cancontribute to the creation of an energy-boosting work environment.

Nor should physical exercise be ignored.There is advice on poise/posture,breathing, energy-boosting breaks and arange of activities including deskexercises. Finally there are sections onwork/life balance and on how to create awell-being and energy action plan.

Author : Douglas MillerFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Fully engaged and motivated peopleperform better, enjoy greater jobsatisfaction, are more loyal and bringyou - the manager, team leader - theoutcomes you have targeted.

Doug Miller, author of The EngagementPocketbook, has distilled decades oftheory on the topic of engagement toproduce the SPARC model designed tohelp managers on a day-to-day basis getthe best out of their people. HRprofessionals, coaches, mentors andtrainers will also find the modelinsightful.

S P A R C comprises five elements: Self-determination (degree of individualautonomy); Purpose (role clarity);Authenticity (scope for self-expression);Reward (spiritual, emotional andfinancial gain); and Challenge (need forlearning and development). For eachelement five management interventionsare described, bringing the model to lifeand underscoring the pocketbook’spractical approach.

Douglas Miller

ENGAGEMENTPocketbook

Practical tips, tools and

techniques to fully engage

and motivate your

people, build staff loyalty,

heighten performance

and achieve better results

FEEDBACKPocketbook

For managers, trainers and

team members, a pocketful

of techniques to create

feedback conversations

that underpin learning,

build relationships and

engage motivation

Mike Pezet

FACILITATOR’SPocketbook

2nd EditionA pocketful of tips and

techniques for all those

who are challenged to

bring the best out of

people in meetings,

team events and

training sessions

John Townsend & Paul Donovan

Authors : John Townsend & Paul DonovanFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

The ‘facilitraining rainbow’ won't leadyou to a pot of gold but it will enableyou to decide on the most suitableapproach for your next facilitationsession.

This innovative decision-making modelis central to The Facilitator’sPocketbook – a comprehensive guidecovering all stages of facilitation, fromplanning through to implementation.

Interpersonal skills (including attitudesand values) and session skills (includingenergising and problem solving) aredealt with at length.

Author : Mike PezetFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

Lack of feedback and coaching to aiddevelopment is the third most citedreason for resignations at work.‘Netgeners’ with their reliance on socialnetworking and instant messaging haveadded even greater impetus to the needfor performance feedback.

Feedback is integral to learning: it helpsto develop skills, knowledge andconfidence, and reinforces desiredbehaviours. It can reassure and thusreduce anxiety; and it can help peoplesee the ‘bigger picture’, leading to greateralignment with organisational goals andneeds.

The Feedback Pocketbook encouragesmanagers (and trainers) to use informal,formal and generative feedback as part oftheir day-to-day approach to motivating,managing and developing people. Itexplains how to construct and deliverfeedback, and demonstrates how to usethe underlying dynamics (explicit andimplicit) to secure feedback acceptance.

Author : Angelena BodenFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Handling Complaints Pocketbooksets out a strategy for managingcustomer complaints in a way that willlead to an improved customerexperience and, ultimately, a moresuccessful business. It looks at the vitalrole good communication plays in this,beginning by clarifying the reasons whypeople complain and describing the waysin which they make their feelingsknown.

A clear and consistent approach todealing with customer grievances is keyand this can only be achieved bydeveloping a complaints handling policy,one that establishes the mechanisms forpeople to complain, how complaints aremonitored, logged and analysed, who isresponsible for dealing with thecomplaints and what procedures theymust follow.

The pocketbook also explores ways touse transactional analysis techniques todefuse anger and keep conversations ontrack.


Author : Mike ClaytonFormat/s : e-BookPages : 112Price : £9.99

Resistance, with its unproductive cycleof challenge and conflict, frequentlystifles new ideas and holds back change.The Handling Resistance Pocketbooklooks at the reasons why people resist,how you can identify the level of theirresistance and, vitally, the tactics youcan adopt to handle the resistance in apositive, respectful and productive way.

To engage positively with resistance andmanage it effectively you must firstunderstand it. Author Dr MikeClayton’s innovative ‘onion model’ givesreaders a clear and succinct insight intothe different layers of resistance and foreach ‘layer’ he suggests practical stepsfor tackling the issues.

There is specific advice in the contextsof change and sales, and guidance onwhat to do when resistance moves intoconflict and game-playing.

HANDLING RESISTANCEPocketbook

A pocketful of techniques

to overcome rejection of your

ideas, resistance to change

and objections to your

proposals

Mike Clayton

“This book is the perfect illustration of what facilitation is

about - making things easy”Director, HR, Novartis

Consumer Health

HANDLING COMPLAINTS



and techniques to develop

a complaints strategy and

turn complainers into

loyal customers

Angelena Boden


ICEBREAKERSPocketbook

A pocketful of icebreakers

and scene setters to add

impact and interest to your

training workshops

Paul Tizzard & Alan Evans

IMPACT & PRESENCEPocketbook

A pocketful of

tips, tools and

techniques on how to

create ‘brand you’, build

leadership presence and

achieve impact

Pam Jones &Janie van Hool

Authors : Alan Evans & Paul TizzardFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

The Icebreakers Pocketbook contains40 original activities that will enabletrainers to add impact to their trainingworkshops. The activities are groupedtogether according to their suitability forparticular areas of training – forexample: assertiveness, communication,coaching & mentoring, peoplemanagement, teams and trainertraining.

For each activity the authors describethe aims, outcomes and relevance of thelearning, and provide full userinstructions along with information ontiming, number of participants,materials required, necessary trainerknowledge and possible variations.

Most of the activities take between 10and 30 minutes to complete. There arethose suitable for small groups andthose appropriate for any number ofpeople.

IMPROVING EFFICIENCYPocketbook

2nd Edition


techniques to improve your

operation and reduce costs

by increasing efficiency

and eliminating ‘waste’

Philip Holman &Derek Snee

Authors : Pam Jones & Janie van HoolFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

How to develop ‘brand you’, createleadership presence and achieve personalimpact is explained in The Impact &Presence Pocketbook whose authorswork together in this increasinglypopular field at Ashridge ManagementCollege.

Subjects covered include: self-awareness(with a questionnaire for readers toreview their own impact), visualisation,creating a brand image, posture, gesture,eye contact, emotional control, dressstyle, creating rapport, what to do indifficult circumstances and how tocreate impact in different situations (e.g. meetings, interviews, presentationsand one-to-one sessions).

Impact is created within the first 15seconds of a meeting and what is said(the content) accounts for just 10% ofthe impact – it’s how the message isdelivered that creates the biggestimpression.

Authors : Philip Holman & Derek SneeFormat/s : e-BookPages : 112Price : £9.99

To deliver more from less (more sales,profits, etc, from fewer resources) youmust understand in detail yourorganisation’s operations or processes.

The Improving Efficiency Pocketbookchallenges four areas of operations: • The design (Why are things done in a

certain way?)• The plan (Is there a better way to

meet demand?) • The controls (Are the right things

being measured?) and • The way improvements are made

(Are you involving your people,customers and suppliers?)

The book follows a 6-stage model, witheach of the stages covered by a separatechapter. The consistent and systematicapplication of the tools and techniquescontained in this Pocketbook will improveboth the efficiency and effectiveness ofyour processes and resources.


Profitability, rather than profit, is the keymeasure of a business's performance. Ifyou know how to measure profitability,you will be able to manage it, andunderstand which decisions increase it.

The Improving ProfitabilityPocketbook looks at the essential areasof effective use of assets (Asset Turn)and cost-efficiency (Return on Sales). Italso includes detailed sections on capitalexpenditure appraisal, how to evaluatemake/buy decisions, and how to use a profit-cost-volume model.

IMPROVINGPROFITABILITY


A pocketful of practical

advice on how to measure

and improve your

business performance

Anne Hawkins& Clive Turner

INTERVIEWER’SPocketbook

3rd EditionA pocketful of tips, tools

and techniques to ensure

you select the best people

and avoid costly

recruitment mistakes

Sean McManus & John Townsend

INFLUENCINGPocketbook


tools and techniques on

how to establish rapport,

deal with different

personalities, handle

resistance and, crucially,

get a decision

Richard Storey

Author : Richard StoreyFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Influencing skills are at the heart of allsuccessful communication. TheInfluencing Pocketbook examinesinfluencing styles, how to establishrapport, dealing with differentpersonalities, handling resistance and,crucially, getting a decision. It lists fiveeasy steps to influence, eight influencingstyles, ten good reasons to build rapportand four different personality types withinfluencing techniques for each.

In an American ManagementAssociation survey, in answer to thequestion ‘What is the number one needfor success in business today?’, the mostpopular answer was ‘To persuade othersof my value and the value of my ideas’.

Authors : Sean McManus & John TownsendFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Your personal success as a managerdepends on the quality of people yourecruit, so knowing how to conduct a goodinterview is vitally important. It is notsomething that comes naturally, either,though people often start by thinking theywill know the right person ‘instinctively’.

The Interviewer’s Pocketbook has had amajor overhaul in this new third editionand now focuses exclusively on therecruitment interview. The openingchapters look in detail at the necessaryskills for conducting an interview:questioning techniques, listening skillsand interpretation of body language. Typesof question are explored, with ways inwhich to use them, as well as questions toavoid asking, while a helpful exampleinterview shows the techniques in action.

Later chapters cover preparing for andconducting the interview, includinglooking at job descriptions andspecifications, preparing evidencequestions, and evaluation of candidates.

INDUCTIONPocketbook

2nd EditionA pocketful of tips on

introducing an induction

programme at all levels,

that increases motivation

and productivity and

creates a strong sense

of belonging

Ruth Sangale &Philippa Webster

Authors : Ruth Sangale & Philippa WebsterFormat/s : e-BookPages : 128Price : £9.99

First impressions count! A well-plannedand thoughtful induction process will givenew employees a sense of belonging andlead to greater motivation andproductivity.

The Induction Pocketbook examinesways of introducing a successfulprogramme at all levels. It looks at thebenefits of induction, who to involve indelivering induction (not just personnelstaff!) and who should receive induction(not just newcomers!).

There are further chapters on what toinclude in the induction programme,when and where it should take place andhow to evaluate the induction. Finally,there is a series of checklists (one for eachstage of the process) and a case study.


Authors : Roger E. Jones & Richard J. IlsleyFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Key Account Manager’sPocketbook gives practical advice on howto keep and develop importantcustomers, thereby maximising ongoingrevenue streams, reducing sales costs,improving investment planning andincreasing market knowledge. It opensby describing the key account manager’srole and then goes on to describe how torise up the so-called customer perceptionladder, moving from a simple commoditysupplier to developing a solid, long-termbusiness partnership with your keycustomers.

The authors next explain how to developthe ‘key account development plan’, howto increase your influence with thedecision-maker in your key account(relationship management) and how towin new business. The final chapterruns through the essential steps of keyaccount handling. There are shortexercises throughout which, if carriedout, will help to reinforce the keylearning points.

KEY ACCOUNTMANAGER’SPocketbook


techniques and tools for

those who want to keep

and develop business

with important customers

Roger E. Jones& Richard J. Ilsley

15

April 2018


LEARNING NEEDSANALYSISPocketbook


and techniques to identify

where your people need to be,

in order to reach both

individual and strategic goals

Paul Donovan & John Townsend

Authors : Paul Donovan & John TownsendFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Ninety percent of all training is a wasteof time (reveals a US investigation) eitherbecause the training is not transferredinto the workplace, or the trainingdesign/delivery is poor or the participantsare unable/unwilling to learn.

The Learning Needs AnalysisPocketbook will ensure that your peopledevelopment solutions are tied to theorganisation's strategic plans andobjectives.

The book is divided into three sections: 1. The Six Windows: a method of

looking into the organisation toidentify the most pressing and results-oriented learning needs.

2. The 10 Point Training Plan: where youcan record all your notes from thelearning needs investigation and planfor each training course or event.

3. The Tool Box: to help you do a greatjob at every step of the process.

Previously published as Training NeedsAnalysis.

Mike Pezet

LISTENING SKILLSPocketbook



to help you recognise

common mistakes

and become a

purposeful listener

Author : Mike PezetFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Everyone can spot a poor listener but weare less perceptive when assessing ourown abilities. Listening is a fundamentalrequirement of healthy productiverelationships, at work and at home. Inan increasingly noisy and demandingworld we have to put in extra effort tocreate the mental time and space tolisten with genuine attention.

The Listening Skills Pocketbook willhelp you identify your own bad habits. Itstarts by outlining the benefits to theworkplace of good focused listening,before describing what can get in the wayof this. At the heart of the book is ahelpful section on the many blocks tolistening and how best to counter these.You might recognise the very commondesire to advise; our impatience to jumpin with helpful suggestions stops us fromlistening.

Author Mike Pezet, who has also writtenthe Feedback Pocketbook, is a trainedmediator and coach, where he puts hisown listening skills to regular use.

LEARNER’SPocketbook


and accelerated learning

techniques to help

anyone involved in the

learning process get

the most from it

Paul Haydenforeword by Tony Buzan

LEADERSHIPPocketbook

2nd EditionA pocketful of tips and

techniques for leaders at all

levels - strategic, organisational

and team level - on how

to inspire, influence, deal

with change and

achieve objectives

Fiona Elsa Dent

Author : Fiona DentFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Written for leaders at all levels –strategic, organisational and team level –The Leadership Pocketbook explainshow to inspire, influence, deal withchange and achieve objectives.Illustrated throughout, the book adopts apractical approach, setting out theprinciples of leadership, the role of theleader, the skills required for effectiveleadership and the key challenges facingleaders in today’s business environment.

Its author, Fiona Dent, is Director ofFaculty Development at Ashridge whereshe is also Programme Director for theInfluencing Strategies and SkillsProgramme. She has over 20 years’experience as a management developer.

A focus of the book, described by theauthor as ‘perhaps the most necessaryskill for any leader’, is self-awareness –to know yourself, to realise what yourleadership strengths and weaknesses areand when you must continue to develop.

Author : Paul HaydenFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

‘The Learner’s Pocketbook’, writesTony Buzan in his foreword, ‘is aconsidered and intelligent introduction tothis intriguing field, and will start the‘learner of learning’ off in the rightdirection’.

The book encourages individuals to takeresponsibility for their own learning, andexplains how they can harness theirbrain power so as not to hinder thelearning process. Can be used inpreparation for any type of learning andmakes ideal pre-course material. Coversbrain power, learning theory, planningand committing, intelligence styles andtechniques, all in the highly visual,approachable Pocketbook style. One ofour customers uses this Pocketbook tosupport the training of new staff whohave taken up their posts as a secondcareer move and who have been awayfrom the learning environment for some time.

MANAGING ASSESSMENTCENTRES

Pocketbook

A pocketful of tips to achieve

outstanding candidate

selection through the proper

design and management of

assessment centres

John Sponton& Stewart Wright

MANAGER’SPocketbook

5th EditionA pocketful of tools, tips

and techniques for team

leaders, supervisors and

people managers at

all levels of the

organisation

John Townsend

MANAGEMENTMODELS

Pocketbook

A pocketful of models

with eye-catching tips:

a great resource for

trainers and a ready-

reference for managers

Mike Clayton


Models that explain what happened,that predict what will happen and thatreveal how to get results are described inThe Management Models Pocketbook –a practical resource for trainers, coachesand facilitators, and a ready-reference formanagers.

The range of models described, 10 intotal, includes John Adair’s actioncentred leadership model, BruceTuckman’s team development andbehaviour model, Eric Berne’s parent-adult-child theory of transactionalanalysis and John Boyd’s OODAdecision-making model. There aremodels too covering delegation,motivation and communications.

For each model described, author MikeClayton outlines the problem that themodel addresses, explains how it works(first an overview followed by a moredetailed explanation) and uses examples to demonstrate how it works in practice. A diagrammatic view of each model and references to relatedmodels add to the practical approach.

Author : John TownsendFormat/s : e-BookPages : 96Price : £9.99

Read The Manager's Pocketbook andlearn the POLCA, the five essentialmanagement skills. 'P' is for 'planning':the essentials of good planning andobjective setting. 'O' is for 'organising':managing time and work, and decision-making. 'L' is for 'leading': teambuilding,leadership, motivation andcommunication. 'C' is for coaching/correcting: improving results throughperformance management. And 'A' is for'achieving': the action planning section,so get your pen ready!

This enlightening Pocketbook is for teamleaders, supervisors and people managersof all levels.



There are two ways to control theprofitability of a business: throughbudgeting and through knowing andunderstanding internal product costs.Effective strategic decisions cannot bemade without fully comprehending thesevital issues.

The Managing Budgets Pocketbookexplains the link between these twomethods of control and how they support each other. It covers thedifference between revenue and capital budgets, the do's and don't's of good practice and the importance and best methods of product costing.

MANAGING BUDGETSPocketbook

A pocketful of advice and

practical tips on financial

planning in the business

and on preparing and

managing budgets

Anne Hawkins & Clive Turner

Authors : Stewart Wright & John SpontonFormat/s : e-BookPages : 112Price : £9.99

The cost of recruiting poorly assessedworkers goes well beyond the recruitmentcosts themselves. Subsequent trainingand integration costs need to be takeninto account, as does the impact ofreduced productivity.

Assessment centres can improve thepredictability of selection processes byallowing a broader range of selectionmethods to be used. Employer andcandidate both benefit, the latter frombeing able to better assess theorganisation.

The Managing Assessment CentresPocketbook provides a practical insightinto the complete process of planning,designing and managing an assessmentcentre. It includes advice on: jobdescriptions and person specifications;working with competencies; exercisedesign; observation, evaluation and ratingscales; timetable and venue planning;assessor and candidate management;reviewing assessment results; andvalidating the overall investment.


Author : John TownsendFormat/s : e-BookPages : 96Price : £9.99

This Pocketbook is a collection of 24portraits of 'difficult' participantsencountered on training courses and atmeetings.

Meet the Trapper, the Griper, the SilentCynic, the Whisperer and their manyfriends. Learn how to cope with themusing such techniques as 'blockbusting','psychological judo', 'reframing', 'self-revelation' and 'confrontation'.

Cartoons of the characters add to thehumorous approach and there are fourmini case studies.

John Townsend

MANAGING DIFFICULTPARTICIPANTS


A pocketful of tips

on how to handle

challengers at training

courses and meetings

MANAGINGCASHFLOWPocketbook


advice on how to manage

and improve the flow of

cash into and out

of your business

Anne Hawkins & Clive Turner


All business decisions affect themovement of cash, one way or another,as The Managing Cashflow Pocketbookclearly demonstrates. It stresses theimportance of proper cash management(by all managers!) and how this impactson the running of a business.

Reconciling profit to cash, improvingcashflow and managing working capitalare central issues in this extensivelyillustrated book.

Andy Cross

MANAGING CUSTOMERSERVICE

Pocketbook


techniques to help you inspire

your customer service team

to delight the customer and

build the value of your

service brand

Neil Russell-Jones

MANAGING CHANGEPocketbook

4th EditionFor those managing

change & those

undergoing change, a

concise description of the

change process, its

problems & the solutions

Author : Neil Russell-JonesFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Managing Change Pocketbook isfor all those people responsible formanaging change or wishing tounderstand an imposed change.

Now in its 4th edition this popular titlein the Pocketbooks Series explains whatchange is and why it is necessary, whysome change needs proactivemanagement, the effects of change onpeople, how to gain commitment, how tomanage change, the tools available, waysto communicate, and examples ofsuccess and failure.

See also The Transformative ChangePocketbook on page 30.

Author : Andy CrossFormat/s : e-BookPages : 112Price : £9.99

For leaders of customer service teams,The Managing Customer ServicePocketbook explains that the bedrock ofservice excellence is the ‘service brand’.

The book uses a 5-stage model todescribe how to create and nurture sucha service brand through the recruitment,training, leadership and motivation of acustomer service team. Stage one is toestablish the vision or the brand valuesby properly understanding what it is thatthe customer wants above all else. Thisis what drives the team. Then you haveto align these values with those of theteam itself. This is achieved throughcareful recruitment, training andinspirational people management.

Further stages in the process ofmanaging the service brand cover:coaching the team to deliver consistently brilliant service; what to do when things go wrong (top tips!); and how to create an environment inwhich team members have the freedomto improve.


MARKETINGPocketbook

4th Edition


techniques and tools

for all those involved in the

marketing process - research,

strategy, planning and tactics

Neil Russell-Jones& Lynne Jones

MANAGING UPWARDSPocketbook


techniques and tools to

help you enjoy a good

working relationship

with your boss and other

senior people

Patrick Forsyth

MANAGINGRECRUITMENT

Pocketbook


techniques on recruiting successful

people through a properly

planned and implemented

recruitment strategy

Stewart Wright& John Sponton

Authors : Stewart Wright & John SpontonFormat/s : e-BookPages : 128Price : £9.99

The Managing RecruitmentPocketbook explains how to planrecruitment, attract the right candidates,assess CVs and application forms, getthe most out of the interview, usedifferent methods of selection and howto make the job offer.

Under ‘attracting the right candidates’,the pocketbook looks at advertisingmethods, using the internet, employingrecruitment agencies and recruitinginternally. Selection methods addressedinclude psychometric tests, personalityquestionnaires, assessment centres,presentations and work sampleexercises. The final chapter covers howto pull all the selection informationtogether, references, medicals, handlingunsuccessful candidates and making theeventual offer.

Complementing this title are The Interviewer’s Pocketbook and The Succeeding At InterviewsPocketbook.

Author : Patrick ForsythFormat/s : e-BookPages : 112Price : £9.99

How to get the best from your workingrelationship with your boss and othersenior people is the subject of TheManaging Upwards Pocketbook. It beginsby looking at what makes a good boss andwhat drives the relationship – from boththe subordinate’s and the boss’sperspective. There is advice on how tobuild a partnership that is constructive,straightforward, trusting and mutuallybeneficial. Under the heading ‘working tocreate impact’ the book deals with suchmatters as taking a brief, objectives andtargets, using timings and deadlines toadvantage, and progress reports.

Subsequent chapters detail how tocommunicate with senior people, how to get agreement and how to handle difficulties such as poorinformation flow, broken promises, the ‘leave it to me’ syndrome and more serious issues such as bullying and sexual harassment. Job appraisals are dealt with too.

Authors : Neil Russell-Jones & Lynne JonesFormat/s : e-BookPages : 128Price : £9.99

The Marketing Pocketbook isauthoritative, comprehensive and –with its clear, concise, factual wording –easily accessible. Authoritative becauseit is written by experienced and highlyrespected professionals. Comprehensivebecause of the sheer volume of factsthat this Pocketbook manages tosqueeze in.

The content is structured into threeparts. The first part explains the basicconcepts and looks at what marketingis. The second deals with the marketingprocess, in other words how to go aboutit. The final part of the Pocketbooklooks at putting the theory intopractice. All the fundamentals ofmarketing are covered, from marketresearch and developing a marketingstrategy to planning and implementingmarketing campaigns. And accessiblebecause we strip away all theunnecessary padding and presentnothing but the key facts.

19

MANAGING YOURAPPRAISALPocketbook


techniques for appraisees

on how to prepare

for and get the best

from appraisals

Max A. Eggert


The Managing Your AppraisalPocketbook is written from theappraisee's standpoint. It encouragespeople to take charge of their own careerdevelopment by preparing for andproperly using appraisals.

Its author is Max Eggert, a managementpsychologist who specialises in assistingorganisations and individuals to achievetheir best. He looks at the dangers andbenefits of appraisals, how to prepare forthem, performance measurement,feedback, the appraisal interviewstructure, and types of questioning.

For hints and tips on setting up andrunning an appraisal system, see TheAppraisals Pocketbook.

New Edition


MENTORINGPocketbook

3rd EditionFor mentors and mentees,

a pocketful of tips and

techniques to maximise the

benefits of this highly

effective human resource

development process

Geof Alred & Bob Garvey

Authors : Geof Alred & Bob GarveyFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

The Mentoring Pocketbook, now in itsthird edition, shows how to prepare to bea mentor, how to conduct mentoringsessions, how to maintain therelationship through the different stagesand how to evaluate mentoring.

Before looking at the actual mentoringprocess, the authors deal with the uses ofmentoring within organisations(particularly in the context of managingchange and mission/value statements)and explain how mentoring differs fromcoaching, training and appraisals. Theprocess of mentoring is explained withthe aid of a 3-stage model. This can beused to assess yourself as a mentor, as amap to guide you through the process, asa review tool and as a means to developthe mentee's ability to use the modelindependently.

Subsequent chapters explore the mentor-mentee relationship and address keyissues and questions. Although primarilyaimed at the mentor, The MentoringPocketbook is also helpful to mentees.

Authors : Richard Boardman & Audrey MacnaughtonFormat/s : e-BookPages : 128Price : £9.99

Early intervention in a dispute, beforethe disagreement escalates, is often themost effective form of mediation.Consequently, the line manager orsupervisor responsible for thoseindividuals at loggerheads is frequentlythe best person to spot a growingproblem and then to intervene.

The Mediation Pocketbook will helpsuch managers to understand whatcreates and sustains conflict anddescribes a step-by-step approach fordealing with it. The book sets out theskills that are required and what toolsand techniques are available and howthey can be deployed to achieve positiveoutcomes.

The ideas and methods featured will alsobe helpful to HR specialists and thosepeople with training in the subject, forwhen a problem demands formalmediation procedures. Individuals facingconflict and those needing to persuadeothers to see their point of view will alsobenefit from the practical advice.

Richard Boardman &Audrey Macnaughton

MEDIATIONPocketbook

A pocketful of

peacekeeping tips, tools

and techniques to

handle workplace conflict

and resolve disputes

MEMORYPocketbook

A pocketful of unforgettable

tips and techniques to

improve your memory and

boost your personal and

professional development

Vicki Culpin

Author : Vicki CulpinFormat/s : e-BookPages : 128Price : £9.99

Introducing the…um...er…oh yes, TheMemory Pocketbook! Memory isfundamental to our very existence buthow much do you know about it and howmuch effort, if any, do you put intoimproving your memory? In a businesscontext your professional developmentand well-being depend upon it.

In this pocketbook Vicki Culpin looks atthe structure of memory, distinguishingbetween sensory memory and short- andlong-term memory. She describes thecauses of poor memory (eg tiredness,cognitive overload and poorconcentration) and the key principles forimproving it (attention, effort, motivationand meaning).

Episodic and semantic memory both havea role within a business context as thisbook explains. Further chapters deal withforgetting (it can be a positive factor!) andthe relationship between learning style(verbal, visual and kinaesthetic) andmemory strategies. Don’t forget to buy it!

MEETINGSPocketbook

3rd Edition


techniques to help organisers

and participants make their

meetings succeed

Patrick Forsyth

Author : Patrick ForsythFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Meetings Pocketbook reveals all thedo’s and don’t’s needed to make meetingssuccessful. Updated and now in its 3rdedition, the popular pocketbook coversadvance preparation, chairing, controllingdiscussions, effective participation anduse of minutes. Essential reading for bothorganisers and participants.

‘Don’t arrange or attend another meetingwithout reading it’,recommended onereader. A‘straightforwardreminder of therules’, said another.

Jon Warner

NETWORKINGPocketbook


tools and techniques to

build and maintain

successful relationships

that will enhance your

professional and private life

NEGOTIATOR’SPocketbook


techniques and tactics

to help you negotiate

the best deal

Patrick Forsyth

MOTIVATIONPocketbook


tools and techniques for all

managers who want to

understand human

nature, and what

motivates others to give

of their best

Max A. Eggert


The Motivation Pocketbook examinesthe many different theories ofmotivation, drawing out the key pointsand offering management tips for each one.

A useful problem-identifier points theway to the best theories to use inparticular situations. For example, whenpeople complain a lot the authorrecommends the ‘ERG Theory’, andwhen they lack direction he puts forwardthe ‘Goal Theory’. There is also a reviewof the different character and personalitytypes and what they are most likely tofind motivational.

In conclusion, the book lists nine basicrules of motivation, ten ways in which tokeep yourself motivated and 100 ways inwhich to say ‘well done’. To coin one ofthese expressions, ‘sheer class’ Max.


This is the first of several books thatPatrick Forsyth has written in thePocketbooks Series and continues to be afirm favourite with our customers.Negotiation is a skill that you need tolearn and practise; The Negotiator'sPocketbook will help you do both.

A quickly assimilated, comprehensiveguide to the negotiation process, itcovers the fundamentals of negotiation,preparation, essential techniques,managing the process and interpersonalbehaviour.

‘It’s the sort of thing you shouldkeep in your car andreread in the car parkjust before going into ameeting’, concluded onemagazine reviewer.


Author : Margaret Chapman-ClarkeFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

Mindfulness is our capacity to focus, toreally pay attention and use our brain’sresources wisely. Using an 8-step modelThe Mindfulness at Work Pocketbookwill allow HR and OD practitioners,coaches and team leaders to experienceit for themselves and see how they candevelop and implement mindfulness-based interventions within theirorganisations.

The 8-step model spans an eight-weekperiod with exercises for each stage. Itbegins by raising awareness of how themind works and continues by buildingmindfulness skills and sharpeningawareness of thought processes,especially how these can trigger stress.

Integrating mindfulness into everydaylife is dealt with in the final stages. Themany exercises afford plenty ofopportunities for much-needed practice.

Margaret Chapman-Clarke

MINDFULNESS AT WORK

Pocketbook

Top tips to unlock the

power of mindfulness and

take workplace performance

to new levels

21

Author : Jon WarnerFormat/s : e-BookPages : 112Price : £9.99

Anyone you might want to contact in theworld is only 5-6 people contacts awayfrom you, maintains Jon Warner in TheNetworking Pocketbook. He seesnetworking as a major social and life skillthat can benefit both our working andpersonal life.

The Networking Pocketbook details thefour basic steps that lead to effectivenetworking relationships, the so-calledLINK: Learning (about needs, ours andother people’s); Investing (making strongcontacts); Nurturing (achieving a deeperrelationship); and Keeping (maintainingthe momentum). As the author leadsreaders through these four basic steps heprogressively describes the seven keycompetencies needed for effectivenetworking. These competencies relate to temperament/disposition, strategicplanning, organisation, nurturing,communications, socialising andpersistence.


NURTURINGINNOVATION

Pocketbook

A pocketful of

enlightening tips on

how to manage and set

free people’s creative

imaginations

Douglas Miller

Author : Douglas MillerFormat/s : e-BookPages : 112Price : £9.99

Innovation is the life-blood of allenterprises. Those that succeed recognisethat all of their people are inherentlycreative and, by proper management, canboth release and manage that creativity forthe ultimate benefit of all stakeholders.

The Nurturing Innovation Pocketbookexplains how managers can create anenvironment in which innovation thrives.It identifies the numerous barriers toinnovation, organisational and self-imposed by individuals, and describeshow through positive intervention theseblocks can be cast aside.

All innovation comes with a degree ofrisk. To manage the process successfully,the manager must determine the requiredlevel of innovation (four are described,from incremental to transformational)and assess the associated risk.

The manager must also be supportive ofhis team, acting as advisor, coach,resource provider and defender whenideas don’t work out. Nurture not stifle isthe message!

Author : Gillian BurnFormat/s : e-BookPages : 128Price : £9.99

How people think and how they respondto challenges and to other people variesfrom one individual to another dependingon their beliefs, values, memories andpast experiences. Some people respondmore effectively than others.Understanding how they do this – andhow you can follow their example bychanging your thinking and beliefs – liesat the heart of neuro-linguisticprogramming (NLP).

NLP will improve the way you interactand communicate with others; it willimprove your self-esteem and raise yourmotivation. In fact, it will impactpositively on all aspects of your businessand private life.

The NLP Pocketbook looks at the keyprinciples of NLP and how it can make adifference to you. It describes how youare limited by your beliefs and thoughtsand how you can change them for thebetter. There are sections on the brain,on language and on how to create yourown personal resource bank.

NLPPocketbook

A pocketful of

neuro-linguistic

programming tips

to help you succeed

and make a positive

difference to your life

Gillian Burn

OPENERS & CLOSERSPocketbook

A pocketful of themed

activities to give your training

workshops effective

and memorable

beginnings and

endings

Alan Evans & Paul Tizzard

Authors : Alan Evans & Paul TizzardFormat/s : e-BookPages : 128Price : £9.99

Hot on the heels of their success withThe Icebreakers Pocketbook, authorsPaul Tizzard and Alan Evans have onceagain harnessed their enthusiasm andcreativity to write The Openers &Closers Pocketbook – a collection ofthemed and non-themed activities togive training workshops effective andmemorable beginnings and endings.

‘This is a selection of short exercises andpithy stories to top and tail courses’, saysTizzard. ‘We’ve included quickicebreakers and lengthier, more involvedactivities, as well as short anecdotes toset the tone.’

The emphasis of The Openers & ClosersPocketbook is on simple activities thatrequire the minimum amount ofpreparation – in the authors’ words, ‘graband go’ activities that will give trainersnew and imaginative ways to enhancetheir training delivery.

Ian Fleming

PEOPLE MANAGER’SPocketbook

3rd EditionA pocketful of

practical solutions to

deal with the classic

challenges frequently

encountered by

managers


The classic challenges frequentlyencountered by managers and teamleaders – those new to the role as well asthe more experienced – are described inThe People Manager’s Pocketbook.

The author gives a snapshot of eachchallenge or problem area in which hedescribes the situation the managermight be facing, identifies the possiblereasons behind the problem and putsforward a number of practical solutions.

The snapshots are clustered under fivebroad headings, each having its ownchapter. The longest section looks atissues such as motivation, negotiatingwith team members, communicationbreakdowns, working with difficultindividuals, resistance to change andimplementing unpopular decisions.

There are sections too on buildingteams, up-skilling team members andresponding to poor performance andsetbacks. The situation/reasons/solutions structure runs throughout.

John Townsend

PRESENTATIONSPocketbook



for making

presentations at

meetings and

conferences

of all kinds

POSITIVE MENTALATTITUDE

Pocketbook

A mental toolbox of

tips and techniques

to release your

potential and put

new opportunities

within reach

Douglas Miller

PERSONAL SUCCESSPocketbook



to help you give your

life direction, achieve your

personal definition of

success and enrich your life

Paul Hayden

Author : Paul HaydenFormat/s : e-BookPages : 96Price : £9.99

According to The Personal SuccessPocketbook the definition of success isdifferent for each person. But, howeveryou define it there are ways to help you achieve more of what you want from life.

Author Paul Hayden stresses the needto identify your personal motivatorsand drivers, and establish what yourpriorities are. Then you can plan yourgoals, and the necessary actions. Thebook is built around a ‘Plan, Act,Review’ structure, and containsquestionnaires and activities to get youthinking.

Training Journal, which gave thePocketbook a 4-star recommendation,said in its review: ‘A useful referencesource with lots of ideas andencouragement for those who areintending to start (or to continue) on apath of self-development’.

Author : Douglas MillerFormat/s : e-BookPages : 112Price : £9.99

‘The ability to be positive is much morethan a genetic inheritance (you can’tblame your parents for everything!)’Trainer, writer and resource developerDouglas Miller specialises in positivemental attitude and firmly believes thatwe can learn more positive approachesto life and work.

In this pocketbook he sets out a widerange of practical techniques,recommending that each person findthe ones that work for them. ‘In anysituation, no matter what thecircumstances, we can choose how we are going to react. We frequently choose to do little until it’s too late…the tough part is to choose to act on the opportunities.’

Author : John TownsendFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

‘Ladies and gentleman, unaccustomed as I am …’ Be honest, we’ve all heardthem: dull, boring, over-long and, often,embarrassing speeches and presentations.

The Presentations Pocketbook is packedfull of tips and techniques for planning,structuring and delivering a polishedpresentation.

It is a good starting point for theinexperienced and a quickly assimilatedrefresher course for the more experienced.Included are sections on overcomingnerves, handling audience questions, andmaking the message memorable withvisual, hearing and feeling (VHF) support.

Included in this new edition is the storyof Max, a fictitious manager who isforced by circumstances to adopt aradically different style of presentationwith unexpected consequences! Anentertaining and informative parable.


Author : Pam JonesFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Performance management is aboutgetting results, getting the best frompeople and helping them to achievetheir potential. Employee engagementhas an important role to play in this - itis about the emotional commitment tothe organisation and its goals.

In this second edition of ThePerformance Management Pocketbookreaders will find plenty of tips andtechniques to enhance theirperformance in the following areas:leading others to achieve results;understanding the impact of their ownmanagement style; engaging andmotivating others; creating highperformance teams; setting clearobjectives; managing performancedifficulties; and coaching and delegatingeffectively.

The book contains illustrative casestudies and each chapter has a helpfulreview and actions section.

PERFORMANCEMANAGEMENT


A pocketful of

tips, tools and

techniques that will

enable individuals, teams

and organisations to excel

Pam Jones

23

RESOLVING CONFLICTPocketbook


techniques to identify and

understand the different

causes of conflict - between

individuals and within

teams - and how to reach

a positive resolution

Max A. Eggert &Wendy Falzon

Authors : Max A. Eggert & Wendy FalzonFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Resolving Conflict Pocketbookexplains what conflict is and whatcauses it, how to recognise signs ofconflict, how people react to it, how todevelop strategies for dealing with it,how to resolve difficulties and how todeal with bullying and harassment.

Author Max Eggert admits that there isno magic formula for resolving conflict.However, he puts forward a process thatidentifies where you are in the conflictcycle, what to expect next and what youshould be working towards. In looking atconflict within the context ofpersonality, Eggert draws on the seminalwork of Myers Briggs.

Conflict and third party intervention(mediation and arbitration) is anotherarea dealt with, as is team conflict andconflict between different elements of anorganisation (departments, operationalfunctions, etc).


Janine Waldman &Paul Z Jackson

RESILIENCEPocketbook



stay calm and confident

in times of difficulty and

bounce back from setbacks

Authors : Janine Waldman & Paul Z JacksonFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Resilience is about an individual’sreadiness to meet the world in aresourceful state. It means beingequipped to deal calmly and confidentlywith challenging circumstances whilebeing able to bounce back or recoverquickly from setbacks.

With resilience comes less stress, lessstress-related illness and, ultimately,better performance. And that’s goodnews, not just for the person concernedbut for the organisation as a whole.

The Resilience Pocketbook is packedwith coping strategies, tools and tips toshow people how to draw out,strengthen and put into practice theirinbuilt resources. A questionnaire isincluded which will identify strengthsand weaknesses, and there is a sectiontoo on building resilience within teams –invaluable advice for team leaders,HR/OD practitioners and trainers.

Author : Angelena BodenFormat/s : e-BookPages : 112Price : £9.99

You will buy The Problem BehaviourPocketbook whether you like it or not!The bully is one of a number of badbehavioural types found in the workplace.

There are those that play the martyr (‘Isuppose I’ll have to do it’), those thatonly see things their way (described bythe author as ‘Narcissists’), saboteurswho do nothing (the so-called ‘passive-aggressive’ types), persistent fault-finders,clams and chatterers, moaners, whiners,whingers and numerous others. Theauthor lists them all, identifies the likelycauses and effects and explains how to identify and deal with the problems. Described by one book reviewer as a ’20 minute eye opener’.

PROBLEMBEHAVIOURPocketbook


and techniques to tackle

common behavioural

problems in the workplace

Angelena Boden

PROJECTMANAGEMENT


For team leaders and team

members, a pocketful of tips,

techniques and tools for efficient

and effective task management

Keith Posner &Mike Applegarth

Authors : Keith Posner & Mike ApplegarthFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

The Project Management Pocketbook isa practical, step-by-step guide tomanaging a project through tocompletion. It looks at each key stageand identifies the managementtechniques that can be applied.

From objective-setting through toimplementation, the book stresses theimportance of good communication,teamworking and influencing skills. Alltoo often, books on this subject cover theprocess of project management and notthe people aspects. This Pocketbookaddresses both.

STARTING INMANAGEMENT



and techniques to give new

managers added confidence

and lay the foundations for

future success

Patrick Forsyth


There is only one opportunity to make agood start and this Pocketbook will helpnew managers do just that. Central toThe Starting in ManagementPocketbook are team skills – creatingstaff loyalty and commitment, buildingworking relationships that areconstructive and creative, and forgingteams that are successful.

The author begins by definingmanagement, identifying the skillsrequired and highlighting the differentstyles of management. The importanceof reconnaissance and preparation priorto taking up the post is then dealt withbefore spotlighting the key issues facingmanagers on day one in the new job.


Author : Fiona DentFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Self-managed DevelopmentPocketbook gives an overview of theincreasingly important process of self-managed development (SMD), in whichindividuals take responsibility for, andcontrol of, their own development.

The book looks at the reasons whySMD is growing in popularity and howit fits into the other organisationalprocesses. Attention is then turned tothe individual’s role: raising self-awareness (using techniques such asskills audits, performance reviews andSWOT), reviewing self-perceptions (toincrease awareness of new possibilities)and, finally, action planning (settingobjectives and measuring commitmentand motivation).

Apart from being of value to individualsseeking to develop new skills andcapabilities, the Self-managedDevelopment Pocketbook will also giveHR professionals a clear understandingof SMD and how it fits within theirstrategic plans.

SELF-MANAGEDDEVELOPMENT




further your development

and put you in charge of

your career and your life

Fiona Elsa Dent

25

“A wardrobe-size subject brilliantly condensed

into a pocket-size book”Learning & Development

Manager

Author : Patrick ForsythFormat/s : e-BookPages : 112Price : £9.99

Key techniques to help maximise theeffectiveness of your next sales meeting.The Sales Excellence Pocketbookexplains how to make the right initialimpression, how to discover customerneeds, how to present the best possiblecase and, crucially, how to closesuccessfully. Also gives tips andtechniques on how to prepare for thesales meeting and how to follow-upeffectively.

The Journal of International Selling andSales Management said of the book: ‘Avery practical guide to adapting the salesapproach to specific customer needs.This Pocketbook could be regularly usedwith advantage by anyone engaged inselling’.

SALES EXCELLENCEPocketbook



make the difference

between a ‘no’ and a ‘yes’

response to your selling

Patrick Forsyth

Author : Clive BonnyFormat/s : e-BookPages : 128Price : £9.99

All the techniques for successful sellingare here, from planning a sales campaignand prospecting for business through tomaking the sales pitch and developingcustomer relationships.

The Salesperson’s Pocketbook is a clearconcise guide to improving sales results.The book follows an 8-stage model (TheDirect Sales Cycle) with each stage beingcovered in a separate chapter.

The author has extensive experience ofdirect sales – UK and overseas, publicand private sector – and of salestraining. He combines both to goodeffect in this lively and highly visualPocketbook.

SALESPERSON’SPocketbook

A pocketful of tools, tips and

techniques for sales people,

sales managers, customer

support staff, trainers

and all those in

direct business

development

Clive Bonny

Branded PocketbooksSee website for details


STRATEGYPocketbook

A clear and concise

introduction to strategy with

tips and techniques for

formulating and developing

a strategic plan

Neil Russell-Jones

STORYTELLINGPocketbook



on how to use stories

to inspire and

persuade people

Roger E. Jones

Author : Roger E. JonesFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

People in business are conditioned tobelieve they must communicate in arational, objective and logical manner,without emotion, if their point is to beaccepted. The reality is, however, thatstories engage both hearts and mindsand are the most effective means toengage and persuade.

The Storytelling Pocketbook showsreaders how to use stories to get theirideas across and make a deeperconnection with their audience.

With practical exercises throughout, thebook shows you how to create your ownstory frameworks, and explores thedifferent settings in which you mightuse them, eg to ignite organisationalchange, to transfer knowledge, to buildbrands, to develop people.


The Strategy Pocketbook introducesstrategy in clear and concise terms. Itsets out the basics, explaining thelanguage of strategists, the factors thatshape and drive strategy, the key stepsthat will lead to the setting anddevelopment of a strategy, and thestrategic tools that will be needed alongthe way.

Author Neil Russell-Jones MBA,chartered banker and member of theStrategic Planning Society, guidesreaders through the strategic planningprocess. His step-by-step approachbegins with primary analysis (of thebusiness, its competition and markets)and then secondary analysis (of whatthe business is offering and what thisimplies). Planning is the penultimatestep, followed by implementation.

Numerous analysis tools are used bystrategists, including SWOT, PEST,scenario, core competency and criticalsuccess factor to name but a few.Russell-Jones, aided by clear graphics,describes the more important tools.

Author : Mary RichardsFormat/s : e-BookPages : 128Price : £9.99

Learning to manage stress at workbenefits both the individual and theorganisation. The Stress Pocketbook isfull of practical advice on ways tomanage your own stress, and how tohelp others. Emphasis is on what to dorather than on theory.

The book was voted ‘best of its kind’ bythe Management Today journal in areview of similar publications. Itcommented:

‘A user-friendly guide to stressmanagement. The simple, quick-firedescriptions of common workplacesituations are useful. Well worth keepinghandy’. Stress News said of thePocketbook: ‘Although small, it managesto pack a tremendous amount of usefulinformation and tips into its sevensections. A really useful adjunct to anystress management or stress counsellingprogramme. As it costs so little it couldbe included in the price of the course orsessions’.

STRESSPocketbook

2nd EditionA pocketful of tips

and techniques on

how to manage

pressure and use

stress positively

Mary Richards

SUCCEEDING ATINTERVIEWSPocketbook


and techniques to give

you confidence in

preparing for interviews

and assessment centres

Peter English

Author : Peter EnglishFormat/s : e-BookPages : 112Price : £9.99

Succeeding at Interviews Pocketbookwill boost your confidence in preparingfor and attending job selection interviews(internal and external) and assessmentcentres. It explains the importance ofgood preparation, what research to carryout and how to anticipate what thoseadvertising the post are looking for. Theimportance of rehearsals andvisualisation is also stressed.

Deep breath…now for the interview!There is advice on how to enter theroom, how to answer questions, whatquestions to ask and how to create apositive impression.

Employers are increasingly relying onassessment centres to meet theirrecruitment needs. Such centres use arange of tools to test applicants’suitability, including psychometric tests,role play and group exercises. Eachdifferent type of test is described andthere is advice on how to prepare for andsuccessfully undertake them.


TALENTMANAGEMENT


Tips, tools and

techniques to help you

attract, blend and bring out

the best in talented people

so your organisation thrives

Andy Cross

SUSTAINABILITYPocketbook

Tips, tools and

techniques to

develop and

embed sustainability

practices that generate

long-term benefits for all

Patricia Hind

Author : Patricia HindFormat/s : e-BookPages : 128Price : £9.99

Managing sustainability is becomingcritical to business success – to meetingcustomer and stakeholder expectations.The Sustainability Pocketbook is formanagers who want to get involved inthis area but are not sure where to startor what they can realistically do. You maynot have direct responsibility forenvironmental issues within your job, butyou can make a difference.

Starting by defining and demystifying thetopic, the book sets out a model forsustainability within six main areas ofactivity (environment, workplace, supplychain, marketplace, stakeholders andcommunity). Full of useful frameworksand relevant topical cases from aroundthe world, it encourages you to challengecurrent thinking and practices in order tocreate and deliver an action plan.

If you want to find practical tips to helpyou embed sustainability into youreveryday work, this is the place to start.

Author : Andy CrossFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

How to find, keep and get the best fromthe people who can make an enterprisethrive is the subject of The TalentManagement Pocketbook, now in its2nd edition. It features checklists andself-assessment tools to gauge currenttalent management strategy andpinpoint where improvements can bemade. Included too are examples ofoutstanding talent managementpractices.

How do you judge with confidence thatsomeone will succeed in a bigger role?The book describes how the ‘potentialprofiler’ can help identify potentialtalent in the key performance areas. It isone of several helpful models described.

Blending talent in order to build talentedteams is another focus of this illustratedpocketbook. It deals with its subject inclear, concise terms with the emphasison providing practical solutions.

TACKLING DIFFICULTCONVERSATIONS

Pocketbook

A pocketful of confidence-

building tips and techniques

to help you discuss difficult

issues and deal tactfully

with people’s emotions

Peter English

Author : Peter EnglishFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

At some stage or other we all have to dealwith difficult conversations. It may be toexpress dissatisfaction with our owntreatment or give feedback on someone’spoor performance. You may have to makeclear a tough decision or deny a request.Saying ‘no’ is not easy.

The Tackling Difficult ConversationsPocketbook will help build yourconfidence, reduce your anxiety and equipyou with the skills to steer emotionally-fuelled conversations towards a successfuloutcome.

You will learn how to communicate withauthority, clarity and persuasiveness, and– through active listening, mirroring bodylanguage and other techniques – how toempathize with the other person and howto interpret what they are saying, feelingand thinking.

Being clear about the outcome you desireand recognising your own responses toconflict (and managing theseconstructively) will be crucial to yourpreparations.

27

Paul Tizzard

TEAMBUILDINGACTIVITIESPocketbook


and easy-to-use

activities for managers

and team leaders, to

shape and inspire

your teams

Author : Paul TizzardFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

Building teams that are united,motivated and productive is the aim ofthis collection of practical, easy-to-useactivities. They are for use by managersat team meetings and briefings, and fortrainers running teambuildingworkshops.

The activities in The TeambuildingActivities Pocketbook are groupedaccording to their suitability for differentstages of team development. From newteams to established teams there is arange of applicable activities to choosefrom. There are those too that addressspecific team issues.

To help readers identify which activitiesthey need to draw on, there is aquestionnaire that will identify at whatstage their own team has reached. Alsodealt with in the book are facilitation,presentation and coaching skills.

TEAMWORKINGPocketbook



for all those involved

in making teams

come alive

Ian Fleming


The Teamworking Pocketbook looks atthe differences between groups andteams and between teambuilding andteamworking, the types of problemspreventing teams from being effective,and offers plenty of practical advice forcountering such difficulties.

Leadership, conflict management andunderstanding group behaviour areamong the many subjects covered inthis illustrated ‘hands-on’ guide.

Business Executive magazine wrote:‘While much has been written aboutbuilding teams in an attempt to getpeople to start working together, less hasbeen said about what happens nextduring the performing or teamworkingstage. Fleming helps redress theimbalance’.

THINKER’SPocketbook



expand your portfolio of

thinking skills and improve

your mental agility

Angelena Boden

Author : Angelena BodenFormat/s : e-BookPages : 96Price : £9.99

We have over 50,000 thoughts a day. Weaccept, question, challenge or discardthem. Some tumble around in confusion,become exaggerated and irrational,causing anxiety and mental paralysis.Thinking is healthy but it needs to bemanaged and channelled constructively.

The Thinker's Pocketbook examines themany different ways of thinking: positive,dissatisfied, creative, lateral, logical,bottom-line, over-thinking and non-thinking, intuitive and magical thinking. There are exercises and examples – all designed to help you improve your mental flexibility.


TELEPHONE SKILLSPocketbook

2nd Edition

A pocketful of tips

and techniques

on how to profit

by becoming a

telephone ‘super-user’

Mary Richards

Author : Mary RichardsFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

The Telephone Skills Pocketbook coversevery aspect of using the telephone toimprove business performance. Ithighlights the importance of goodcommunications skills, the need to buildrapport, favourite bad habits and how toavoid them, how to take control of a call,how to keep customers happy, and more.

There are separate chapters on receivingand making calls. The former includes10 easy ways to give your caller a badexperience and 10 easy ways to give yourcaller a good experience. The latterexplains how to get through to peopleand get the information you need, as wellas how to complain and negotiate on the‘phone. In conclusion, the author setsout the rules for becoming a telephone‘super-user’ and for fulfilling the super-user’s oath: ‘I will be in charge and makethe ‘phone work for me; I will seek outtime-eaters and destroy them; I will usesuper-user control techniques at alltimes’.

Author : Erik de HaanFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Many if not most teams in the modernworkplace fall well short of harnessingtheir collective capability, maintainsErik de Haan, resulting in loss ofperformance and poor results.

For the author of The Team CoachingPocketbook and director of the AshridgeCentre for Coaching, this is adepressing thought yet he’s quick topoint out that poor performance isreadily managed if team members areminded to reflect intelligently on howthey operate and have the skills to doso.

“This is where team coaching can bebeneficial”, says de Haan. “It helpsteams think through what they aredoing and why, how they can integrateindividual skill sets and how they caninnovate.”

Written by an expert in his field, this isa practical, insightful guide to teamcoaching which will benefit bothcoaching specialists and team leaders.

Erik de Haan

TEAM COACHINGPocketbook

For coaches and team

leaders, a pocketful of

tips, tools and techniques

to harness the collective

capability of teams and

boost performance

New


Paul Donovan &John Townsend

TRAINING EVALUATIONPocketbook



measure the impact

of training

TRANSFER OFLEARNINGPocketbook

A pocketful of tips to

ensure that what people

learn during training is used

back in the workplace

Paul Donovan &John Townsend

TRAINER’SPocketbook

11th EditionA pocketful of

tips, techniques and

tools for trainers,

instructors, teachers

and group leaders

John Townsend

Author : John TownsendFormat/s : e-Book and PaperbackPages : 128Price : £9.99 per format

The Trainer's Pocketbook – the title thatlaunched Management Pocketbooks andwith worldwide sales exceeding 100,000copies! – has been fully updated and isnow available in its 11th edition.

This best-seller takes a succinct, practicalapproach to all aspects of structuring anddelivering a training course or workshop.It covers learning theory, learningenvironment, techniques for opening andclosing the session, the right equipmentand how to use it, preparation, deliveryand group activities.

Author John Townsend writes: “This newedition has been totally revised in light ofthe advances in training technology,especially in the audio-visual field, butretains all the still-valid classics that havemade it a favourite with trainers all overthe world for so many years. And incomes lots of fun interactive stuff you cando on the web in front of the class –dreams come true for veteran trainers likeme!”

Authors : Paul Donovan & John TownsendFormat/s : e-BookPages : 96Price : £9.99

How successful is your training? Whatimpact has it made? The TrainingEvaluation Pocketbook explains –succinctly, visually and with abundantinformative examples – how to measureyour training results.

Authors Paul Donovan and JohnTownsend have, following theirsuccessful collaboration on TheFacilitator’s Pocketbook, teamed up onceagain to produce another pocketbookclassic.

In order to ‘demystify’ the process ofevaluating training events, thepocketbook identifies nine possibleoutcomes to measure: reaction totraining, satisfaction with the waytraining was organised, knowledgeacquisition, skills improvement, attitudeshift, behaviour change, organisationalresults, return on investment andpsychological capital.

See also the Learning Needs AnalysisPocketbook on page 16.

Authors : Paul Donovan & John TownsendFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Transfer of learning is the application,back at work, of knowledge, skills andattitudes obtained in learning situations.The amount of learning that is transferredback to the job after a training event is thekey measure of the success of thattraining. There is, after all, no pointcarrying out the training if nothingchanges as a result of it. But the transferdoesn’t only depend on how good thetraining is. A number of key factors haveto be in place.

In The Transfer of Learning Pocketbook,authors Dr Paul Donovan and JohnTownsend identify 17 factors thatdetermine whether or not new learningwill be transferred and used to improve jobperformance. After extensive researchwithin the HR community, the factorswere identified and then prioritisedaccording to their impact on return ontraining investment. The book sets outeach of the 17 factors in turn before givingthe reader 70 specific action tips, groupedinto five sections that follow the fivestages of the training process.

29

Author : Mike ClaytonFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

“We cannot manage time. All we can dois learn how to use the time that wehave, as well as we can”, says Dr MikeClayton, author of the all-new TimeManagement Pocketbook.

Illustrated throughout, the book beginsby explaining how to plan your time,how to balance the advantages of feelingin control against the necessity ofremaining flexible, and how to adapt tochanges.

It then deals with ways of working thatwill make you more productive and looksat strategies for tackling one of thebiggest problems you face: the challengeof ‘too much’.

A summary of the eight most populartime management systems in usecomprises the penultimate section of thebook. It concludes by looking at howorganisations can treat time as astrategic asset, systematically makingbetter use of it for the greatest possiblereturn.

Mike Clayton

TIME MANAGEMENTPocketbook


techniques and tools for

those who want to make

effective use of their

business time


VOCAL SKILLSPocketbook


and techniques for

developing a confident,

authoritative and vital

voice in a range of

speaking situations

Richard PayneIan Fleming

VIRTUAL TEAMSPocketbook


tools on managing

remote teams and

leading groups of

people who mostly

work apart

Author : Ian FlemingFormat/s : e-BookPages : 112Price : £9.99

To be competitive businesses areincreasingly going further afield for theirtalent and skills – drawing together teamsof people with the best mix of experienceand abilities, regardless of their location.This has given rise to the concept of thevirtual team, a network of individuals whohave a common goal yet rarely if evermeet.

The Virtual Teams Pocketbook looks atthe skills needed to lead a virtual team, atthe required style of leadership, at the teamselection process, at the cultural issues thatmay arise and at the process of developingtrust and building a productive andcohesive unit.

Without the recent strides forward incommunications technology virtualteamworking would not be effective or,even, possible. This pocketbook looks atthe options available and gives advice onselecting the most appropriate method andhow to use it to its full potential.

Author : Richard PayneFormat/s : e-BookPages : 112Price : £9.99

The Vocal Skills Pocketbook explains howto develop a confident, authoritative andvital voice in a range of speakingsituations, formal and informal. It willenable individuals to analyse theirspeaking voices and establish what aspectsto improve.

The advice and information are relevantnot just to public speaking events but alsoto numerous other situations such asinterviews, meetings and speaking on thetelephone. The pocketbook is aimed atend-users and at trainers who delivercourses on general communications and/orpresentation skills.

Breathing control, projection, use ofemphasis, speech rate, vocal care andmaintenance, vowel formation, fluency,pauses, clarity, dialect, inflection, releasingthe voice and numerous other topics arecovered in the book. Its author, RichardPayne, is a voice coach and managementtrainer.

Author : Nimalan NadesalingamFormat/s : e-BookPages : 112Price : £9.99

The necessity to deal with change has neverbeen greater. Organisational survivaldepends upon it. Yet, far more than half ofall change projects fail.

The Transformative Change Pocketbookequips managers and leaders with theessentials to deliver organisational changeand transformation, either working alone orthrough aligning a team of individualexperts to work productively together.

The book is structured around a model, ‘the7 C’s of Change’, that examines in detailthe steps to be taken in each of the keystages of a change journey. Clarifying andCo-ordinating the change programme comefirst, followed by building Capability, gainingCommitment and creating ChangeChampions. Communicating the changeand Cementing it (making it stick) completethe journey. Teams working on a changeproject may find they have to address thestages in the order of their own priority andthere are self-diagnostic tools to help inassessing this priority and evaluatingprogress against each of the ‘7 C’s’.

TRANSFORMATIVECHANGE

Pocketbook

A pocketful of theory,

tips and tools for those

managing or leading

transformative changes

in organisations

big or small

Nimalan NadesalingamStella Collins &Andy Lancaster

WEBINARSPocketbook

Top tips to ensure

your meeting,

presentation or

training session is a

virtual winner

Authors : Stella Collins & Andy LancasterFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

Engaging your audience and holding theirattention is the principal focus of TheWebinars Pocketbook. It will show youhow to design, set-up and deliver internet-based meetings, presentations and trainingworkshops that harness technology formaximum impact and effectiveness.

The pocketbook begins by describing thedifferent webinar tools available and howand when they can be employed to youradvantage.

It then goes on to explain how you need toadapt your communication style andmethod of delivery to suit the virtualenvironment, including making good use ofattractive visuals to support your message.

An explanation of how to gain participantbuy-in, several case studies, atroubleshooting section (problems andsolutions) and the authors’ top 21 tips forsuccessful webinars end the pocketbook ona practical note. Virtually the best advicethere is!


Stella Collins &Beth Curl

WRITING SKILLSPocketbook


tools and techniques to help

you write easily and clearly

so your readers understand

you every time

WORKPLACE POLITICSPocketbook


techniques on improving your

political astuteness and

creating a positive work

environment in which

everybody pulls together

David Bancroft-Turner

Author : David Bancroft-TurnerFormat/s : e-BookPages : 112Price : £9.99

It’s the number one cause of stress andits adverse effects cost the economybillions. Workplace politics has bad press,with the vast majority of people linking itto behaviour without integrity.

But, according to David Bancroft-Turner –managing director of the Academy forpolitical intelligence and one of the UK’sleading authorities on organisationalpolitics – it is possible for individuals todevelop and apply a set of skills andbehaviours that will counter the negativeeffects of workplace politics and create apositive work environment for the benefitof all concerned.

His Workplace Politics Pocketbookexplains how this is done. He identifiesthe four main types of political ‘animal’ –the clever fox, the wise owl, the innocentsheep and the determined mule –describing their behaviour patterns andexplaining how to develop the essentialskills of political astuteness.

Authors : Stella Collins & Beth CurlFormat/s : e-Book and PaperbackPages : 112Price : £9.99 per format

How do you ensure that what you writegets read, understood and acted upon? TheWriting Skills Pocketbook describes a 3-phase approach to planning, preparing andpolishing written communications for themodern business world.

Central to the planning phase is a clearunderstanding of why you are writing andwho you are writing for. The book guidesyou through the planning process andshows you how to test your approach.

The second phase, preparation,demonstrates how to write clear, conciseand compelling texts using the authors’eight golden rules. There is advice too onhow to present and illustrate your writtenmaterial to best effect, including the mostcommonly asked questions onpunctuation.

Don’t be too hasty to send your letter,email or report. Take time to check itthoroughly using the book’s ‘11-pointcritiquing checklist’ and ‘top tips for proof-reading’. This is the final, polishing phase.

QUICK TIPS FOR

MANAGERS

How to

communicate well

and be effective

at work

Mike Clayton

Book 1:

Personal Skills


Get off to a flying start as a new managerwith these nuggets of advice from Dr MikeClayton. Each short chapter can be read injust five minutes, yet the tips you’ll pickup can benefit you throughout your career.

Based on his popular weekly blog, TheManagement Pocketblog, with newmaterial added, Quick Tips For Managersdistils a swathe of management techniquesinto practical, bite-size tips and exercisesto help you communicate better and beyour most efficient at work.

Topics include: assertiveness, careerdevelopment, decision-making, difficultconversations, interviewing (and beinginterviewed), learning, listening, managingmeetings, negotiating, NLP, organisingyourself, persuading, presenting, rapport,report writing, self-confidence, stressmanagement, time management andtransactional analysis.

Author : Fiona Elsa DentFormat/s : e-BookPages : 128Price : £9.99

As the director of the Creating WorkingRelationships Programme at Ashridge, oneof Europe’s top business schools, FionaDent knows how important it is forindividuals to work together effectively.‘Whatever your level in the organisation’,she says, ‘much of your success willdepend on how you interact with thosearound you.’

The Working Relationships Pocketbookidentifies the key features that make arelationship work (eg openness andhonesty, empathy, respect and trust) andthose that don’t (eg jealousy, arrogance,conflict of interest and misunderstanding).

The book explains the stages of creating,building and sustaining relationships. Ithelps readers recognise their ownapproaches to relationships, therebyenabling them to understand the differencesin other people’s approaches and modifytheir own behaviour accordingly. Thismodification, combined with goodinterpersonal and communication skills,lies at the heart of relationship-building.

Fiona Elsa Dent

WORKINGRELATIONSHIPS

Pocketbook


techniques to create,

develop and sustain

effective working

relationships

The PocketLibrary

at a glance

A digital library of learning support

Ready to upload to your LMS

or intranet

Or access via the Pocketbook

learning portal

Choose the content to meet

your needs

Free support pack to add impact

Reader quizzes consolidate

the learning

Optional branding a nice touch!

Read more inside, to see how the

PocketLibrary can support performance

in your workplace.

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MANAGEMENTPOCKETBOOKS

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Documents

Digital learning resources to support performance€¦ · Influencing 15 Interviewer’s ... Positive Mental Attitude 23 Resilience 24 Self-managed Development 25 Stress ... Assertiveness