Shows how a new breed of company is reinventing the rules of competition, dominating its market by choosing one of three values: best total cost, best product, or best total solution. This text demonstrates how this concept works.

Drawing on organizational studies, interviews, and other research, two authorities on leadership discuss the special qualities of successful business executives and offer advice for managers on how to develop leadership skills. Reissue. 25,000 first printing.

This layman's guide to the workings of the immune system uses stories and examples to emphasize exactly what occurs in such immunological disorders as hypersensitivity and allergy, autoimmune diseases, immunodeficiency, AIDS, transplantation and cancer.

Helps trainers and managers teach the basics of providing customer service. This title includes activities that provide techniques for maintaining a positive service attitude, speaking and communicating clearly, honing superior telephone skills, and learning the best approaches to dealing with difficult customers.

This addition to the Knock Your Socks Off series teaches supervisors, managers, and peers how to motivate front line customer service personnel for superior performance.

The ability to give a great presentation can be a tremendous career booster, while the opposite can keep a manager on a dead-end path. This work provides advice on how to create and make compelling and persuasive presentations. It also includes coverage of the development and use of Powerpoint slides.