Leading management scholar, John Hendry provides a lively introduction to the nature and practice of management. Tracing its development over the last century, he looks not only at what managers do, but also provides an insight into modern management theory, considering the influences of national and organizational culture, the relationship between power and domination, and managing in different cultures. This is an ideal introduction for anyone interested...

The business world is constantly transforming. When restructures, mergers, bankruptcies, and layoffs hit the workplace, employees and managers naturally find the resulting situational shifts to be challenging. But the psychological transitions that accompany them are even more stressful. Organizational transitions affect people; it is always people, rather than a company, who have to embrace a new situation and carry out the corresponding change....

Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots and service platforms can make a significant difference in customer satisfaction.

Retail customers may accept different prices on different channels - but retailers need to manage new complexities to make it work. These include understanding what customers value in each channel and how that affects what they will pay, giving store employees the right language for talking about price differences, and working out operational challenges. Getting it right has a real payoff: Retailers that effectively price differently across all channels...

We are evolving toward the age of networked enterprise, in which the traditional hierarchies of the corporation will be supplanted by self-organizing systems collaborating on digital platforms. In this environment, strong cultures may turn from assets to liabilities.

The authors contend that addressing the question (3z(BHow much do my employees trust me?(3y (Bis the real key to employee engagement. They discuss a free tool developed at Deloitte — HX TrustID — that companies can use to gauge employee trust and devise strategies for improving it. They then describe how two organizations — one large, and one small — have used the tool to address leaders’ performance in four areas...

Research shows that the prevailing assumption that workplace deviance stems from a few bad apples is mistaken. Leaders have as strong, if not a stronger, effect on whether employees engage in deviant behaviors than is usually acknowledged. Thus, when employees act badly, savvy leaders take a step back and consider whether and how they may be complicit in that behavior.

Der Erfolg von Agilität in einem Unternehmen hängt vom Mindset der Mitarbeiter und Führungskräfte ab. Dabei spielt Achtsamkeit eine entscheidende Rolle. Mitarbeiter achtsam zu führen bedeutet, dass Sie den Menschen in den Mittelpunkt stellen und seine Fähigkeiten fördern, nutzen und gemeinsam weiterentwickeln. Am Beispiel einer häufig vorkommenden Ausgangssituation lernen Sie, die Wirkprozesse zwischen Mindfulness und Agilität konstruktiv...

What would happen if a top expert with more than 40 years of leadership experience were willing to distill everything he had learned about leadership into a handful of life-changing principles just for you? It would change your life. John C. Maxwell has done exactly that in The 21 Irrefutable Laws of Leadership. He has combined insights learned from his thirty-plus years of leadership successes and mistakes with observations from the worlds of business,...

Integrating Business Management Processes: Volume 2: Support and Assurance Processes (978-0-367-48548-1) Shelving Guide: Business & Management The backbone of any organisation is its management system. It must reflect the needs of the organisation and the requirements of its customers. Compliance with legal requirements and ethical environmental practices contributes towards the sustainability of the management system. Whatever the state of maturity...