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The racial and gender reckonings exemplified by the #BLM and #MeToo Movements shine light on biases that affect every part of life, including the workplace. An unspoken truth underlying the terrible events that fuel these movements-the deaths of George Floyd and Breonna Taylor, acts of xenophobia against Asian people during the COVID-19 pandemic, the sexual violence perpetrated by Harvey Weinstein- is that people are being harassed, stereotyped, demeaned, and victimized in the context of work. Police officers and movie producers are perpetrators of terrible actions while they are working. What is happening in the American workplace to allow these events to unfold? And, of critical importance, what can leaders do to make lasting change? In this critical moment in our nation's history, organizational leaders have the opportunity and obligation to build strategy and practice in support of diversity, equity, and inclusion. This book will help all leaders rise to the challenge by describing state-of-the art science and practice. Expert scholars and professionals blend descriptions of case studies with large-scale robust evidence to help leaders recognize the imperative of diversity, equity, and inclusion in organizations, identify their own personal barriers and those of their organizations, and specify strategies for achieving positive and persistent change by working together.

This book explores how members of an organization or group speak to and with each other. An expansion of the author's previous research on fallibility in organizations, the concept of communication climate is related to those of voice climate and psychological safety, both of which focus on the risk of speaking up and raising concerns at work. In this book the author addresses the scope for criticism, dissent and disagreement, but also for praise and encouragement. He places friendly friction at the core of what characterizes a healthy communication climate. Beginning with a clear explanation of how and why communication climate is important in organizations, the author introduces the concept of critical quality moments, i.e. situations where a verbal intervention can crucially change the course of events for the better. The book then goes on to describe seven elements that characterize well-functioning communication climates before exploring the concept of communication ethics, and the balance between freedom of speech on the one hand, and speech responsibility on the other. Concluding with suggestions for further research, this book addresses issues that are at the core of establishing collaboration and excellence at work, making it highly relevant to executive students at business schools, researchers in organizational behavior and decision-makers in organizations.This is an open access book.

Workplace relationships are critical to how work gets done in organizations. While current research gives rigorous theoretical and empirical insights regarding workplace relationships, and what are often known as social networks, there are only limited details of the practical applications of workplace relations. This edited collection provides readers with cutting edge theoretical and practical insights from the latest research at the intersection of social networks and workplace relationships.This volume has a dual focus. First, it examines the outcomes of workplace relationships, such as individual performance and how social network relationships affect attitudes and behaviours. Second, it examines how workplace relationships are formed and their implications with regard to friendship, trust and collegiality.Drawing on innovative research on social networks, the authors examine the importance of workplace relationships across a broad selection of institutional settings. Featuring practical applied examples, this collection brings together insights from leading scholars in a practical and accessible format for academics and students.

To many individuals and organisations, situations generated by the world coronavirus pandemic have posed challenges and opportunities. We need to rethink how we interact with each other and with our natural environments. This book offers a way forward by proposing the use of rituals insight: semi-encoded patterns of thinking or actions to help us rebuild a sense of community, which, integrated with insights of applied systems thinking, and in contrast to a dominant pragmatist orientation of thinking and action, could help us further cope with work or education situations in which we still want to pursue our authenticity as human beings.This book offers ways to help make sense of how we could systemically and compassionately slow down and cope with work or education during and after the world coronavirus pandemic. It does so by integrating ideas about ritual with current research and practice on applied systems thinking. The author establishes a dialogue for co-existence between individuals and the knowledge disciplines of creativity and applied systems thinking, using the mediation of rituals to help us appreciate our world with others. This conversation is much needed given our sense of uncertainty during and after the world coronavirus pandemic and the challenges or opportunities offered by hybrid work and education. Throughout the book, the conversation explores new directions for research and practice beyond “futureaction” perspectives or orientations and the inclusion of electronically mediated spaces.The insights provided in this book offer a vital resource for management researchers and upper-level students, particularly those researching and studying applied systems thinking and creativity.

A WALL STREET JOURNAL BESTSELLERIf keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits.Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come.Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one.In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team. You'll learn how to:• write job descriptions that attract the right candidates (and plenty of them);• counter the “hire's remorse” that every employee feels (yet few businesses ever address);• welcome someone on their first day in a way that will leave them talking about it years later;• acclimate your people to get them up and running faster and more effectively;• re-engage your existing employees to turn them into raving fans;… and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale.

••Business Book Awards 2024 Finalist••'We've all gotten stuck working with people we don't like. Thankfully, Deb Mashek has written a lively, actionable book to fix that. Combining her expertise as a psychologist and her experience as a consultant, she reveals how we can earn trust, repair relationships, and create collaborations that bring out the best in us.” Adam Grant, #1 New York Times bestselling author of Think Again and host of the TED podcast WorkLife Many people have mixed feelings about workplace collaboration. On the one hand, they know collaboration is essential to achieve complex goals. On the other hand, they know collaboration is a slog. People pull in different directions. There's desperately little communication and even less follow through. One person ends up doing all the work. The result? Friction mounts. Projects fizzle. Great people walk. Here's why: very few of us ever receive any formal training in how to collaborate well. In Collabor(h)ate, Deb Mashek draws on her deep experience as a relationships researcher and collaboration facilitator to reveal everything you need to know to make workplace collaborations less painful and more productive. Dr Deb Mashek is an experienced business consultant, professor, higher education administrator, and national nonprofit executive. She applies relationship science to help people collaborate better. Learn more at: www.collaborhate.com

Discover how to change the lives of the people around you In You Can Change Other People, the world's #1 executive coach, Peter Bregman, and Howie Jacobson, Ph.D., share the Four Steps to help the people around you make positive change — even if they've been stuck for years. The authors rely on over 50 years of collective professional experience to show you exactly what to say to influence those around you for the better. Changing the way you talk will stop you from being perceived as a critic, and turn you into a welcomed and effective ally. You'll learn how to: Disarm their defensiveness and increase their confidence to act Turn people's biggest problems into even bigger opportunities Ensure accountability and follow through without making them dependent on you No one wants to be changed; but change and personal growth are critical to success, and more importantly, to a fulfilled life. You Can Change Other People is a must-read for those who want to improve their impact with co-workers, family members, and everyone in between.

Developmental relationships constitute interdependent, generative connections that promote growth and learning among individuals. While studies reporting the impact of developmental relationships on learning, performance, and career development leaves no doubt about its relevance to the human resource development (HRD) field, we lack an in-depth understanding of how developmental relationships apply to the myriad of topics relevant to contemporary HRD research and practice such as social justice, diversity and equity, leadership development, career transitions, knowledge sharing, organization development, employee engagement, organizational learning culture, globalization, national HRD, and technology at work.This book presents a comprehensive collection of evidence-based studies and conceptual articles that explore how developmental relationships that are cultivated within and outside of the workplace apply to those clusters of topics in HRD. Organized around six themes,the chapters examine topics such as knowledge management, critical perspectives on gender, diversity, and equity, building a learning organization, talent development, and emotional closeness in the context of virtual workplaces. In doing so, the book highlight how research on developmental relationships can be the underlying thread connecting the otherwise disconnected varied topical foci of HRD research and practice, thus broadening our understanding of the relevance of developmental relationships within the HRD field.This volume advances HRD scholarship and will appeal to researchers interested in exploring the nature and benefits of developmental relationships including mentoring and coaching.

Kindness in Management and Organizational Studies is the first book in a ground-breaking series exploring Kindness at Work. This edited collection offers multiple perspectives in the understanding, interpretation, enactment, and resistance to the concept of kindness in a business context. Through the diverse offerings of each author we gain and reflect on new knowledge, formulate new questions, and find direction for our next steps. The collection of texts range in topics that include Indigenous storytelling about sanctified kindness to an examination of key management theories using ANTi-History to intergenerational stories on kindness and bouncing back. Compassion and kindness, care ethics, and the framing of kindness are also a part of the text. Unbiased compassion and work on the continuing and chronic occupational hazards of sexual harassment and discrimination is presented as well as benevolent sexism and performative kindness. Kindness and communication, Kindness and leadership and a case study of Kindness in the public service are also offerings in this first book on Kindness at Work. Kindness in Management and Organizational Studies is ideal for undergraduate and graduate students in business, leadership, and human resources. It offers illuminating new perspectives and insights to scholars that enables the analyses of leadership and management styles, organizational psychology, and HR practice and theory.

There's an epidemic of leadership failure—whether something as small as a meeting, or as large as implementing enterprise wide change. Leaders know that sinking feeling when a gap emerges between themselves and the groups they most need to engage with. Leaders and business schools are looking in the wrong places for the cause. What holds most leaders back, as if their foot is always on the brake, is their failure to engage, and gain alignment. This book shows the reasons why. Leaders rarely recognise that: Shaping group behavior is describable as a process, which they can learn. Instead, they unconsciously fall into relationship patterns influenced by early family experiences. Informal relationship patterns have a dramatic effect on results, which is why birds in flight manage to alter course without bumping into each other. Leadership and collaboration are primarily a matter of principles and process, and not personality and content alone. If leaders master the process, they achieve consistent results. This book reveals the leadership levers to release the power of relationships for exceptional participation, alignment and results in organizations. It enables leaders to mine the brilliance that often lies dormant and untapped within their organizations. Readers will have the principles and tools to go beyond the agenda, truly engage with those around them, and release untapped capacities within their organizations. These qualities and skills will inspire associates and employees.

This practical guide, the first to show how leaders can achieve extraordinary results through the positive energy generated by virtuous interactions with employees, is written by one of the giants in the study of positive leadership. This book reveals one of the most important but frequently ignored factors that lead to spectacular performance in organizations. Kim Cameron, a true pioneer in the study of positive leadership, offers validated scientific evidence that all individuals are inherently attracted to and flourish in the presence of positive energy, a principle known in biology as heliotropism. Further, he shows that the positive relational energy generated by leaders'virtuous behaviors—such as generosity, compassion, gratitude, trustworthiness, forgiveness, and kindness—is tightly linked to extraordinary organizational outcomes like greater innovation, higher profits, and increased engagement and retention. Cameron has not written a feel-good tome about the power of positive thinking, “happiology,” or unbridled optimism. This research-based explanation shows how to achieve performance that exceeds expectations. He provides practical suggestions, assessments, and exercises showing how leaders can improve their own positive energy and increase positive relational energy in their organizations. Positively Energizing Leadership is a major contribution to the theory and practice of leadership.

Across all industries and levels of organizations, one key leadership trait inspires and motivates more than any other: hospitality. We have all encountered inspirational leaders who've helped us, taught us, encouraged us, pushed us to get outside our comfort zones, or motivated us to become the best version of ourselves. What is it about their leadership styles that inspires us to do more for our team and our personal and professional growth? Turns out, we admire these leaders for the same reasons we love our favorite hotels, resorts, restaurants, or bars: How they make us feel is essential. Members of today's workforce—especially millennials and Gen Z—are looking for inspiring environments and work that truly fulfills them. Before anyone is compelled to do anything they first must feel. Speaker, consultant, and hospitality industry veteran Taylor Scott knows that the most effective leaders approach their roles with heart, emotionally connecting with their team members before attempting to manage them. Scott draws from his two decades in leadership roles at respected hotels, resorts, and restaurants. He distills the principles of gracious hospitality, translating them into actionable leadership lessons which apply in any industry, such as: • How making people feel welcome fosters loyalty and keeps workers engaged with an organization's purpose • How serving people with empathy and compassion sparks workers'highest productivity • How making people feel comfortable encourages exploration, curiosity, and discovery while inviting everyone to lean into their creativity • How making people feel significant drives them to deliver their best work He also shares specific, practical steps you can take to put these principles into action. Scott shows how to connect, serve, engage, coach, and inspire your peers, teams, and even your own leaders. Lead with Hospitality is a call to action to connect with people on a human level which ultimately inspires teams, organizations, and companies to go to the next level.

A field guide for leaders who want to engage and energize their workforce with a leadership strategy that puts the well-being of people first. Every leader has a duty to ensure their teams meet and exceed expectations and achieve strategic goals. But leaders who only focus on the bottom line risk alienating or burning out the people integral to the success of the organization. Engaged employees are more productive, have fewer sick days, and tend to stay in their jobs longer. They go the extra mile because they want to contribute to an organization that cares about them as human beings. Put simply, a leadership approach focused on both relationships and results is good for business. But what steps can leaders take to cultivate a workplace culture that is positive, engaged, and also productive? This is what CBC workplace columnist Pierre Battah tackles in Humanity at Work. In this conversational, humorous, and relatable book, Battah acts as a virtual mentor, drawing on his decades-long experience as advisor to large and small organizations. Through colorful and entertaining case studies ranging from fish-packing plants to financial institutions, Battah illustrates what it means to lead with humanity. In this book, readers will learn: why human connection is a crucial component of the employment relationship; how to delegate responsibility, set expectations, and give and receive feedback more effectively; and how cultivating self-awareness can create safe space in which to engage staff. Each chapter includes reflection points and helpful tools to help readers track their progress as they move toward creating a workplace with humanity at its heart. A portion of the proceeds will be donated to Plan International Canada, who strive for a just world that advances children's rights and equality for girls.

What this book can do for you: You support climate protection, receive compact information and checklists from experts (overview and press reviews in the book preview) as well as advice proven in practice, which leads step by step to success - also thanks to add-on. Because the Machiavellian art of manipulation has a very bad reputation. But influencing other people is something that each of us uses every day. It is all the more important to recognize and understand these interpersonal power games as well as communicative tricks and tactics of other people. After all, who has the power determines the direction of the march and can enforce his goals. Seeing through manipulative strategies therefore provides a considerable amount of personal freedom. And this book shows what is important. We give you the best possible help on the topics of career, finance, management, personnel work and life assistance. For this purpose, we gather in each book the best experts in their field as authors - detailed biographies in the book -, who give a comprehensive overview of the topic and additionally offer you success planner workbooks in printed form. Our guidebooks are aimed primarily at beginners. Readers who are looking for more in-depth information can get it for free as an add-on with individual content in German and English as desired. This concept is made possible by a particularly efficient, innovative digital process and Deep Learning, AI systems that use neural networks in translation. Moreover, we give at least 5 percent of our proceeds from book sales to social and sustainable projects. For example, we endow scholarships or support innovative ideas as well as climate protection initiatives and in some cases also receive government funding for this. With our translations from German into English we improve the quality of neural machine learning and thus contribute to international understanding. You can find out more on the website of our Berufebilder Yourweb Institute. Publisher Simone Janson is also a bestselling author as well as one of the 10 most important German bloggers according to the Blogger-Relevance-Index, furthermore she was a columnist and author of renowned media such as WELT, Wirtschaftswoche or ZEIT - more about her in Wikipedia.

What's stopping you being an outstanding leader? Continually adapting to change and still exceeding business goals is a consistent leadership challenge. Uncertainty and doubt, fear and frustration, anger and resentment, pressure and stress all stand in the way of getting the results you want. In this inspiring and practical guide, leadership expert Sarah Higgins will coach you in seven revolutionary strategies that will enable you to break through the fear-based barriers that hold you and your team back, so you can lead from the heart and build resilience in your team with: Gratitude – recognise and nurture strengths and success. Hope – unite purpose with passion so everyone feels inspired. Learning – value mistakes and feel powerful in the face of failure. Forgiveness – promote acceptance and collaboration, leading to resolution instead of blame. Enthusiasm – face every challenge and task with energy and positivity. Compassion – encourage insight and empathy valuing difference and individuality. Humility – embrace vulnerability and courage to build honesty, integrity and trust. With the Power of Love Leadership® you can build a highly motivated team that's fearless and motivated to collaborate, create, inspire and innovate. You'll think more clearly, make better decisions, push morale and productivity to unimaginable levels and navigate success with compassion, confidence and care. “This addresses issues that many leaders find difficult and it makes them easier to fix. It will make all leaders better at what they do.” - Andrew Payton – Finance Director “Fight and flight reactions can negatively impact our leadership. This is your opportunity to press the reset button. I did and I'm a better leader for it.” Dr Ava Easton – CEO “This has proven immensely valuable to me and my business. It is guaranteed to improve individual self-development and overall team cohesion.” Eileen Richards MBE – CEO

Connect is a book you take with you to crucial business meetings, to meetings with your boss, even conversations with co – workers. It will be your guide through the maze of complex relationships, the tensions of high stakes situations and help you get what you really want. Connection and the ability to connect with each other will help you take your communication skills to the next level. Connect will help you understand what Connection is, what type of Connector you are, and give you a simple model to Connect better with others in an honest and meaningful way. Using the RESOLVE model, you'll find practical and easy to use tools to manage work place anxiety, speak truth to power, handle situations when the stakes are high and the route to a favourable outcome appears to be blocked, and it gives a structured way to connect and achieve outcomes: Reality – separate facts from assumptionsï‚· Expectations – clarify the ‘wants'Support – how to listen, validate and commit Outcome – review your open and hidden outcomesï‚· Learn - Notice what works and build on it still further Vulnerability - Validate effort and allow for emotions and vulnerability Evolve – Move to the next level Connect your guide to connecting and relationships in a complex world.

Inclusion is about participating. About establishing essential relations with strangers. About diversity, about cocreation. We need these elements because we are living and working together with people from different cultures and backgrounds. This makes inclusion, handling power and differences well, one of the greatest challenges of our times. Collaborations clash because of different organizational cultures, conflicts are created because we don't understand each other. People are excluded because of their color, religion, age, or sexual orientation. Inclusion is a hot topic, and it discusses who decides on what, who should adapt to whom, about what we consider'normal'and what not. About who can join in and especially about who cannot. We need an energetic language to debate the issues, that doesn't spark immediate conflicts. This language can be found in Jam Cultures, you will learn to look at inclusion like a jam session in which you meet each other, and everyone dares to share their personal sound, reaching a better result in constant tuning into each other.

The world continues to ride a wave of turmoil, challenging leaders like never before. New laws, competitive markets and the need to respond to the demands of corporate boards and stockholders unnerve even the most senior of leaders resulting in progressively shorter tenures of those in leadership positions. The modern leader needs to be increasingly resilient and their leadership must be entirely relevant to their organizations and the industry.Phoenix Leadership for Business: An Executive's Strategy for Relevance and Resilience provides a brand new, innovative concept, that of the Phoenix Leader, with proven strategies and approaches to evolve your leadership approach to one that is flexible, powerful and effective. This book utilizes the strong metaphor of a Phoenix and identifies all of the necessary techniques that leaders need to improve profitability, resource management and organizational success thus improving their relevance to the company.This book introduces a new paradigm created by Val Gokenbach for leadership in complex organizations and provides effective strategies that will guide leaders in the business field. Val possesses a doctoral degree in Management and organizational leadership and over 40 years of experience as a healthcare executive. She is also a leadership consultant, professor, executive coach and author on leadership topics. You, as a business leader, will learn to reinvent yourself by putting her proven concepts into effect to become a Phoenix in your organization.

This volume of Research on Emotions in Organizations contributes to the ongoing study of the emotion-related forces that shape the functioning of individual, interpersonal workplace relationships and the organizational system as a whole. The chapters in this book demonstrate the complex interplay between emotion, cognitive processes, brain functioning and contextual factors that contribute to a better understanding of organizational behavior at multiple levels of workplace life and in the context of a fast-paced, uncertain and dynamically changing work environment. Taken together, they provide recent advances on the dynamics of emotions and point to future research venues consistent with the increasing interest in cross-country investigation and the role of neuroscience in organizational psychology. This volume is organized in three parts to provide coverage of the latest developments in each of the following areas: micro-level self-related dynamics of emotions; relational-centered dynamics of emotions; and emotional dynamics related to macro contextual factors.

Award-winning entrepreneur and journalist Shane Snow reveals the counterintuitive reasons why so many partnerships and groups break down--and why some break through.The best teams are more than the sum of their parts, but why does collaboration so often fail to fulfill this promise? In Dream Teams, Snow takes us on an adventure through history, neuroscience, psychology, and business, exploring what separates groups that simply get by together from those that get better together.You'll learn: • How ragtag teams--from soccer clubs to startups to gangs of pirates--beat the odds throughout history. • Why DaimlerChrysler flopped while the Wu-Tang Clan succeeded, and the surprising factor behind most failed mergers, marriages, and partnerships. • What the Wright Brothers'daily arguments can teach us about group problem solving. • Pioneering women in law enforcement, unlikely civil rights collaborators, and underdog armies that did the incredible together. • The team players behind great social movements in history, and the science of becoming open-minded.Provocative and entertaining, Dream Teams is a landmark work that will change the way we think about people, progress, and collaboration.

The traditional idea of leadership as being about the solo, heroic leader has now run its course. A new way of thinking about leadership is now needed to address major challenges such as achieving greater social responsibility, enhancing leadership capacity and recognising the importance of context as affecting how leadership occurs. Relational leadership offers a new perspective of leadership that addresses these challenges. At its core, relational leadership recognises leadership as centred in the relationships that form between both formal and informal leaders and those that follow them, far more so than the personality or behaviours of individual leaders. This book introduces readers to the most up-to-date research in this area and the differing theoretical perspectives that can help us better understand leadership as a relational phenomenon. Important characteristics of effective leadership relationships such as trust, respect and mutuality are discussed, focusing on how they develop and how they bring about leadership effects. Specific forms of relational leadership such as shared leadership, responsible leadership, global team leadership and complexity leadership are addressed in subsequent chapters. The book is the first to examine recent ideas about how these new forms of relational leadership are put into practice as well as techniques, tools and strategies available to organisations to help do so. The inclusion of three detailed case studies is specifically designed to help readers understand many of the key concepts covered in the book, with key learning points emphasised. The book offers an excellent summary of the state-of-the-art topics in this new and exciting field of relational leadership.

'The Power of People Skills is the eye-opening, invaluable, definitive guide to achieving success in your organization. Excellent!'—Marshall GoldsmithPeople are the problem. They're always the problem. If a business person goes home frustrated, if they talk with their significant other about it, if they lay awake at night stewing about it, inevitably the problem is some person at work—a colleague, subordinate, or boss.Handling people issues is every leader's major headache. It's what takes up the majority of their time and—more important—the bulk of their head space. Every leader can and must develop this most important of all management skills.The Power of People Skills will teach you that there's one primary difference between a great culture and a poor one: a great culture insists on having star players in every key seat, and a poor culture tolerates under performers. In this powerful book, you will learn how to: Make the people decisions that can double your results, relieve your stress, and cause team morale to soar.Attract and retain the very best talent.Deal with difficult people problems in an objective and kind way.Overcome the reluctance we all share to confront under performers.Permanently solve the problems causing most of your stress.

“This book is a contemporary classic—a shrewd and spirited guide to protecting ourselves from the jerks, bullies, tyrants, and trolls who seek to demean. We desperately need this antidote to the a-holes in our midst.”—Daniel H. Pink, best-selling author of To Sell Is Human and DriveHow to avoid, outwit, and disarm assholes, from the author of the classic The No Asshole Rule As entertaining as it is useful, The Asshole Survival Guide delivers a cogent and methodical game plan for anybody who feels plagued by assholes. Sutton starts with diagnosis—what kind of asshole problem, exactly, are you dealing with? From there, he provides field-tested, evidence-based, and often surprising strategies for dealing with assholes—avoiding them, outwitting them, disarming them, sending them packing, and developing protective psychological armor. Sutton even teaches readers how to look inward to stifle their own inner jackass. Ultimately, this survival guide is about developing an outlook and personal plan that will help you preserve the sanity in your work life, and rescue all those perfectly good days from being ruined by some jerk. “Thought-provoking and often hilarious... An indispensable resource.”—Gretchen Rubin, best-selling author of The Happiness Project and Better Than Before “At last... clear steps for rejecting, deflecting, and deflating the jerks who blight our lives... Useful, evidence-based, and fun to read.”—Robert Cialdini, best-selling author of Influence and Pre-Suasion

Mentoring nourishes others to grow and act with greater confidence. The need for mentorship is greater than ever before. However, informal mentoring has not kept up with the challenges in business. In his latest book on mentoring, Niël Steinmann, South Africa's leading authority on mentorship suggests a structured and intentional approach to mentoring, called crucial mentoring conversations. He explains: ‘Our success in life is dictated by the quality of relationships we can build and maintain'. Parents, teachers and leaders from any career, professional, or educational setting are now challenged to successfully navigate mentoring relationships. The book is rich with advice and will explore the various conversations crucial for mentoring relationships. You will be able to hold deeper more honest conversations that create new levels of self-awareness and opportunities for those that you mentor to transform situations and relationships around them. It presents to the mentor practical tools to facilitate this awareness and learning in ways that enrich, challenge, inspire and enable mentees to learn about themselves and their world. When you mentor intentionally, opportunities for crucial conversations present themselves all the time - from ‘What's my purpose?'to navigating career challenges, to performance feedback, developing strengths and how to manage productive relationships and networks both personally and professionally.

Get what you need to achieve your objectives and produce results Influence Without Authority is the classic guide to getting what you need from people you don't control. Getting things done requires collaboration, and convincing others to contribute requires political skill; this book introduces the Exchange Model, in which you get what you need by offering something of value in return. The key lies in knowing what the other person values—that's their'currency,'and it's your immediate tool for coaxing their cooperation. This model has been proven over decades, as organizations around the world have turned away from frustration and resignation toward collaboration and results. This book shows you how to implement the Exchange Model at the personal, team, and organizational level to raise the bar for performance and leadership. This new third edition has been updated reflect the changing face of the workplace, and includes new examples and information on geographically dispersed virtual teams. Supplementary materials facilitate classroom and training use with discussions, role-play, videos, and other ancillaries that deepen understanding and promote practical application. Get what you need from the people who have it through mutual exchange Think in terms of interest, and pinpoint the'currencies'other people trade in Apply the Exchange Model across entire organizations to lead major change Learn practical real-world strategies for influencing those you do not control The ability to influence those not under your authority is becoming ever more valuable. Organizations are flattening, and outside contractors are taking on larger roles than ever before—getting results now means lateral cooperation, often across borders, time zones, organizations, and more. Influence Without Authority provides a proven model for success in this new environment, with expert guidance for real-world application.

The idea of management and organisation that has been developed in the days of industrialisation fails in the light of dynamic social and technological developments. Positive Psychology and Systemic Thinking induce new concepts: leadership based on power, leading and developing organisational energy, using self-organisation. In daily leadership practice these concepts stand for excellent performance, job satisfaction and meaningfulness. The first part of this book describes the principles of the'revolution in leadership': The author presents management-related results, models and tools of Positive Psychology and explains the three principles of integrated work (meaning, power, impact). On this basis she creates a suitable image of leadership and develops the principles of Positive Leadership. The second part addresses the practical implementation of Positive Leadership in real-life leadership situations and refers in detail to the three central areas of Positive Leadership: self-management, employee management, management of organisations. For all three areas the reader is provided with theoretically substantiated and proven-in-practice management tools. Additionally, many case studies from the work of the author exemplify the amazing effect of Positive Leadership.

Don't fall into the trap of prioritizing potential relationships over established ones. Your success depends not on who you don't yet know, but on who you already know.As it has been said, no man is an island, and this applies to the business world too. Relationships hold companies together and fuel future growth. From connecting with customers to forging high-performing teams, success depends on everyone working well together.In The Relationship Engine, author and business consultant Ed Wallace has provided the tools you need to become an intentional, masterful relationship-builder. Whether you are working with employees or associates, vendors or customers, you will learn how to:Establish common groundFocus on collaboration instead of commandPut people before processDemonstrate worthy intentMake every interaction matterThis insightful and practical guide also includes: a powerful RQ Assessment designed to measure and evaluate business relationships; a Relational Agility Action Planner; lateral and vertical strategy templates; and other simple yet effective exercises to help you get started strengthening your relationships.Learn how to make caring, real-life connections with those you do business with, and let those relationships expand your networking opportunities for you!

Building rapport, communicating and establishing trust with people, as a line manager, as part of a department or a temporary project team, involves a fundamental set of human and business skills. And yet this set of skills is also the area where the majority of managers feel least equipped to cope. Emotional intelligence is, at its heart, all about self-awareness; an understanding of how people relate and respond to you. This collection of training activities provides managers and employees with a series of proven exercises for raising personal and social awareness, skills for managing self and relationships with others. Each activity includes detailed instructions for the user or facilitator as well as copies of any handout materials. The collection is available as a looseleaf manual or on CD ROM.

Master the interpersonal side of management to enhance productivity and boost success Engagement is the manager's essential primer for dealing with difficult people and managing your team. Bestselling authors Lee G. Bolman and Joan V. Gallos are back with an engaging business novella that relates real, practical techniques captured in the 4-step SURE model for handling people problems. The story centers around a manager in a new job, and her experiences applying the four steps in leading her new team. Brief interludes punctuate the story throughout to provide room for reflection, and to explain the complex interpersonal dynamics at play in commonly encountered situations. Key lessons are underscored as the foundation for a sound people strategy, and the features and details of each rule are laid out in a clear, concise manner. You'll learn alongside the story's manager as she uses the model to find artful solutions to problems that could have easily derailed her chances of success. People are the hardest part of a manger's job. No matter how well-matched their skill sets, there is always the potential for interpersonal conflicts and strains to throw the team off-course. This book shows you deft strategies for addressing those challenges with a well thought-out framework for getting your team fully invested in the group's success. Find creative solutions to persistent issues Dig into the interpersonal dynamics at work Learn how to handle—and manage—difficult people Apply key strategies for engaging the team This compact, easy-to-apply set of guidelines draws on your leadership skills while providing a strong foundation for a new managerial approach. Effective management is frequently a tightrope between results and morale, and Engagement shows you how to find your balance and steady your team.

How to achieve extraordinary results with class How can you improve your leadership results beginning right now? The First Two Rules of Leadership: Don't be Stupid, Don't be a Jerk provides a clear path to increased results and higher job satisfaction for the leader and the people he is leading. Written for the leader who wants to do great things, but is overwhelmed with the complexities of leading, it is a book with a very simple message: think your decisions through and take care of your team. Written by bestselling author David Cottrell, The First Two Rules of Leadership: Don't be Stupid, Don't be a Jerk offers tried-and-true leadership strategies that stand the test of time—all of which you can put into practice today to positive results. The principles discussed apply to businesses in every industry, as well as schools, hospitals, churches, and even homes. By following the two rules outlined in the book's title, you'll improve morale, decrease turnover, increase your own job satisfaction, and have a whole lot more fun leading. Lead with confidence and class Make better decisions and develop synchronization on your team Coach smart, deal with poor performers, and focus on what's really important Listen to your team, encourage positive performance, and attack complacency You can lead your team to achieve extraordinary results! The First Two Rules of Leadership: Don't be Stupid, Don't be a Jerk gives you the expert tips and tricks you need to treat your team with dignity and respect—so you can all enjoy the benefits of winning with class.

Whether from customers, supply-chain partners, policymakers, or regulators, organizations in virtually every industry are facing calls to do more with less. They are feeling compelled to provide higher-quality outcomes, more rapidly, at a lower cost. This book offers a road-tested approach for delivering these outcomes through positive organizational change. Its message comes just in time, for too many companies have gone the way of low-road strategies, such as cutting pay and perks, and working harder not smarter. Drawing on her path-breaking research, Jody Hoffer Gittell reveals that high performance is fundamentally relational—rooted in both human and social capital. Based on this insight, she provides a unique model that will help companies to build meaningful relationships among colleagues, develop smarter work processes, and design organizational structures fit for today's pressure test. By following four organizations on their change journeys, she illustrates how'relational coordination'unfolds in real-world settings. Tools for change guide readers as they learn how to implement this new model in their own workplaces.

'The most useful, well-written, and emotionally compelling business book I have read in years. I couldn't put it down.'-- Robert I. Sutton, Stanford Professor and author of The No Asshole Rule'A must-read for every leader in their field.'-- Daniel H. Pink, bestselling author of To Sell is Human Incivility is silently chipping away at people, organizations, and our economy. Slights, insensitivities, and rude behaviors can cut deeply. Moreover, incivility hijacks focus. Even if people want to perform well, they can't. Customers too are less likely to buy from a company with an employee who is perceived as rude. Ultimately, incivility cuts the bottom line. In Mastering Civility, Christine Porath shows how people can enhance their influence and effectiveness with civility. Combining scientific research with fascinating evidence from popular culture and fields such as neuroscience, medicine, and psychology, this book provides managers and employers with a much-needed wake-up call, while also reminding them of what they can do right now to improve the quality of their workplaces.

The idea of leadership failure and derailment has been brushed under the carpet for far too long and only now are statistics appearing on the sheer number of leaders who fail at their jobs. Backstabbers and Bullies provides the latest psychiatric and clinical perspectives on dark-side behaviour, including:- recognising and coping with over-confident, narcissistic and psychopathic leaders;- causes of leadership derailment and failure;- corrupt corporate cultures; and- the criminal personality. Fascinating reading for anyone who has worked alongside a corporate psychopath, business narcissist or histrionic show-off, Backstabbers and Bullies goes beyond the science to explain how to better understand, manage and prevent dark-side behaviour, as well as presenting advice for reducing derailment potential for yourself, your colleagues and your organisation.

The relationship between you and your boss is important in determining your success at work. However, having a good relationship isn't just a matter of lucking out with the right boss. It takes a focused effort by both parties to forge a strong working relationship that achieves results. Just as it's your boss's job to manage you, it's up to you to manage your boss. By taking an active role in managing your boss, you can decrease misunderstandings, improve day-to-day communication, and become even more successful in meeting the needs of your boss and your organization.

Nobody likes criticism. Handled poorly, it too often stings and breeds resentment—and most of us try to avoid it at all costs. But criticism—crafted carefully and communicated skillfully—promotes trust and respect, motivates individuals, and serves as a catalyst for change. It has the ability to turbocharge workplaces and careers. If that sounds far-fetched, it's because few understand how to properly give and receive the kind of critical feedback that brings positive results. The Truth Doesn't Have to Hurt rejuvenates this powerful but neglected art form. Executives, managers, team leaders—anyone who needs to temper praise with a dose of reality—will learn to: Deliver the truth and have it taken as helpful • Create an atmosphere of acceptance • Avoid mistakes that sabotage an exchange • Control how they receive criticism so they benefit—even if it's badly presented Ignoring problems or always saying nice things will only maintain the status quo. This research-backed book delivers proven techniques and tools for motivating people and triggering improvement—swiftly and painlessly.

Whether it's managing people, taking care of others or working collaboratively in a team, so much of what people do in the workplace is dependent on their ability to work effectively with others. Now in its fourth edition People Skills provides an up-to-date guide to the knowledge and skills required for working successfully with people. Written with the accessibility and practical application for which Neil Thompson is renowned, this book is written for people at all levels. Whether you're a social worker, nurse, youth worker, a manager or supervisor, or in any role that involves working with people and their problems, this book will help you to develop your skills and improve your effectiveness. Divided in to three key areas of people skills development: • Part I highlights the importance of personal effectiveness; it draws on the key personal skills that are essential to working with people. This includes time management, stress management, being creative and building resilience. • Part II explores core interaction skills; it begins by looking at the diversity of the people we interact with and goes on to equip readers with core communication skills, including verbal, nonverbal and written. It also addresses complex tasks, such as managing conflict appropriately and successful interviewing.• Part III outlines the skills of intervention; it focuses on looking at what needs to be done and the necessary steps to make it happen. From developing anti-discriminatory practice to decision making and reflective practice, it focuses on problem-solving skills in the workplace.Packed with engaging features, each chapter includes practice focus boxes that help connect theory with real-life practice and exercises that stimulate and challenge the reader.

Whether it's managing people, taking care of others or working collaboratively in a team, so much of what people do in the workplace is dependent on their ability to work effectively with others. Now in its fourth edition People Skills provides an up-to-date guide to the knowledge and skills required for working successfully with people. Written with the accessibility and practical application for which Neil Thompson is renowned, this book is written for people at all levels. Whether you're a social worker, nurse, youth worker, a manager or supervisor, or in any role that involves working with people and their problems, this book will help you to develop your skills and improve your effectiveness. Divided in to three key areas of people skills development: • Part I highlights the importance of personal effectiveness; it draws on the key personal skills that are essential to working with people. This includes time management, stress management, being creative and building resilience. • Part II explores core interaction skills; it begins by looking at the diversity of the people we interact with and goes on to equip readers with core communication skills, including verbal, nonverbal and written. It also addresses complex tasks, such as managing conflict appropriately and successful interviewing.• Part III outlines the skills of intervention; it focuses on looking at what needs to be done and the necessary steps to make it happen. From developing anti-discriminatory practice to decision making and reflective practice, it focuses on problem-solving skills in the workplace.Packed with engaging features, each chapter includes practice focus boxes that help connect theory with real-life practice and exercises that stimulate and challenge the reader.

Trust is at the root of all positive relationships. This accessible and empowering book teaches how to form an inner circle of trusted confidants in your workplace and at home that will allow you to live a more peaceful and more effective life, reduce stress, and better deal with negative emotions.Building trust is crucial for effective leadership, and trusting others is a necessary part of working with others. But knowing whom to trust—and whom not to trust—eludes many people. A surprising number of people report that being betrayed by someone in their'inner circle'either at work or in their personal lives is one of the most devastating things they have endured. Lack of trust is also expensive in that it costs companies money to surveil employees; and in our personal lives, if we live with people we cannot trust, we expend needless amounts of energy protecting ourselves from these untrustworthy people. How do we increase trust, bounce back from betrayal, and form alliances and positive relationships with those who ARE trustworthy?This book provides a unique examination of trust and its often-overlooked importance to our work and personal lives. It identifies the characteristics of a trusting relationship, considers the decision-making process that people should make before granting individuals admission to their own'inner circle,'and teaches how to tell the'good guys'from the'bad guys'in our work environments and life in general. This revised and updated edition contains new information on the negative mental and physical aspects of telling lies; how to better manage our emotions, which allows us to become'better guys'ourselves; strategies for building more trusting relationships in our families; and how trust works—and doesn't work—online in the Internet age. It also includes a useful'Family Board Meeting'tool for having family meetings in a way that encourages honest and open dialogue between family members regardless of age or family structure.

Executives from The Second City—the world's premier comedy theater and school of improvisation—reveal improvisational techniques that can help any organization develop innovators, encourage adaptable leaders, and build transformational businesses.For more than fifty years, The Second City comedy theater in Chicago has been a training ground for some of the best comic minds in the industry—including John Belushi, Bill Murray, Gilda Radner, Mike Myers, Steve Carell, Stephen Colbert, and Tina Fey. But it also provides one-of-a-kind leadership training to cutting-edge companies, nonprofits, and public sector organizations—all aimed at increasing creativity, collaboration, and teamwork.The rules for leadership and teamwork have changed, and the skills that got professionals ahead a generation ago don't work anymore. Now The Second City provides a new toolkit individuals and organizations can use to thrive in a world increasingly shaped by speed, social communication, and decentralization. Based on eight principles of improvisation, Yes, And helps to develop these skills and foster them in high-potential leaders and their teams, including: Mastering the ability to co-create in an ensemble Fostering a “yes, and” approach to work Embracing failure to accelerate high performance Leading by listening and by learning to follow Innovating by making something out of nothingYes, And is a must-read for professionals and organizations, helping to develop the invaluable leadership skills needed to succeed today.

For undergraduate courses in Human Relations, Applied Psychology, Human Relations in the Workplace, Career Development; also appropriate for a course in Interpersonal Skills Training. Accomplished author and national speaker, Andrew J. DuBrin brings his expertise of Human Relations and Business Psychology to this exciting Twelfth edition. Focusing on today's work environment, the book takes a two-pronged approach that improves interpersonal skills by first presenting basic concepts and then by featuring a heavy component of skill development and self-assessment. Human Relations: Job-Oriented Skills 12e is not just a textbook. The twelfth edition includes a wealth of experiential exercises, including new cases and self-assessment quizzes that can be completed in class or as homework. This program will provide a better teaching and learning experience–for you and your students. Here's how: Relate Concepts to What's Happening Today, Personally and in the Workplace: Give students hands-on ways to develop practical human relations skills and stay involved in class. Reinforce Concepts and Build Skills: Proven pedagogy, exercise sets, and end—of-chapter material are all geared towards ensuring students grasp the concepts. Keep your Course Current and Relevant: New examples, research findings, and examples appear throughout the text. Twelve of the case openers and twenty-four cases are new.

This unique guide explores how senior HR executives can build strong working relationships with the CEO, other members of the executive team, and the board of directors. With case studies and interviews with HR professionals from a range of industries and locations, this is truly the first book of its kind.

Trust is at the root of all positive relationships. This accessible and empowering book teaches how to form an inner circle of trusted confidants in your workplace and at home that will allow you to live a more peaceful and more effective life, reduce stress, and better deal with negative emotions.Building trust is crucial for effective leadership, and trusting others is a necessary part of working with others. But knowing whom to trust—and whom not to trust—eludes many people. A surprising number of people report that being betrayed by someone in their'inner circle'either at work or in their personal lives is one of the most devastating things they have endured. Lack of trust is also expensive in that it costs companies money to surveil employees; and in our personal lives, if we live with people we cannot trust, we expend needless amounts of energy protecting ourselves from these untrustworthy people. How do we increase trust, bounce back from betrayal, and form alliances and positive relationships with those who ARE trustworthy?This book provides a unique examination of trust and its often-overlooked importance to our work and personal lives. It identifies the characteristics of a trusting relationship, considers the decision-making process that people should make before granting individuals admission to their own'inner circle,'and teaches how to tell the'good guys'from the'bad guys'in our work environments and life in general. This revised and updated edition contains new information on the negative mental and physical aspects of telling lies; how to better manage our emotions, which allows us to become'better guys'ourselves; strategies for building more trusting relationships in our families; and how trust works—and doesn't work—online in the Internet age. It also includes a useful'Family Board Meeting'tool for having family meetings in a way that encourages honest and open dialogue between family members regardless of age or family structure.

Master frameworks, techniques, and tools for conducting meetings, leading sessions and workshops, and transferring knowledge through education and training. In addition to focusing on proven methods, this book contains many new and innovative ideas developed through decades of the author's experience. There are 12 chapters: • Chapter 1, Facilitation Framework, classifies all facilitation types into four generic categories: Strategies and Solutions, Programs and Processes, Learning and Development, and Cooperation and Collaboration. • Chapter 2, Value Proposition, leverages the Career Steps Framework to prove the return on investment of facilitation skills and competency. • Chapter 3, Facilitation Process, explains each phase of the facilitation process: Contract, Prepare, During Session, Conclude, and Evaluate. • Chapter 4, Facilitation Leadership, explores Napoleon Hills'eleven factors of leadership, along with values, ethics, and competencies established by the International Association of Facilitators. • Chapter 5, Engagers and Energizers, reveals the art and science of educating and transferring learning to adults and optimizing the engagement of session participants using Dr. Howard Gardner's Multiple Intelligences. • Chapter 6, Tools, introduces the foundational technique of brainstorming and shows how to use 35 handy facilitation tools for a variety of situations including problem solving, group dynamics, and storytelling. • Chapter 7, Workshop Environment, outlines facilitation-friendly principles followed by guidance on room set up, various seating patterns, equipment, food, and supplies. • Chapter 8, Virtual Facilitation, provides suitable alternatives to face-to-face facilitation using practical techniques in four key areas: Engagement, Relationship, Communication, and Technology. • Chapter 9, Cross-Cultural Facilitation, introduces proven techniques for how to facilitate learning transfer and effective collaboration across cultures through the application of Dr. Geert Hofsgtede's dimensions of cross-cultural communication. • Chapter 10, Visual Facilitation, introduces the power of Visuals and Graphics Recording as a tool for effective collaboration and communication in organizational settings. • Chapter 11, Self-Development, provides guidelines on how to develop your facilitation competency and track your progress. This chapter concludes with the author's own journey on becoming an accomplished facilitator. • Chapter 12, Tools Library, outlines a step-by-step approach along with templates and examples where each of the 35 tools from Chapter 6 can be successfully leveraged. The book concludes with a section on facilitator and trainer resources. Good facilitation is often the difference between a meeting that delivers outputs and actions, and one that delivers breakthrough solutions and results. Artie Mahal, who is a master facilitator and trainer, has delivered an easy to read book that describes the science and art of effective facilitation. He offers insights, techniques, tools, and knowledge that anyone can use to improve their facilitation and training skills. Paul Marabella Vice President & Chief Information Officer K. Hovnanian Companies, LLC USA In this book Artie has brought together a great collection of tools, techniques and advice that provides a sound basis for anyone looking to become a more engaging and effective facilitator. Phil Short IT Director, Speaker, Business Process Practitioner Canada Artie Mahal used his wealth of experience in process management to create an easy to read book and a process to follow for any facilitator and trainer. The book contains valuable tools, templates, checklists, methodology, and a framework. He created a great framework structure for any facilitated session to deal with various business issues such as strategies, processes, projects, and team cooperation and collaboration. Bassam A. AlKharashi Director of Business In

“An excellent workbook-like guide” to the nuts and bolts of professional conflict and the strategies you need to make conflict work for you (Booklist, starred review). Every workplace is a minefield of conflict, and all office tension is shaped by power. Making Conflict Work teaches you to identify the nature of a conflict, determine your power position relative to anyone opposing you, and use the best strategy for achieving your goals. These strategies are equally effective for executives, managers and their direct reports, consultants, and attorneys—anyone who has ever had a disagreement with someone in their organization. Packed with helpful self-assessment exercises and action plans, this book gives you the tools you need to achieve greater satisfaction and success. “A genuine winner.” —Robert B. Cialdini, author of Influence “This book is a necessity... Read it.” —Leymah Gbowee, 2011 Nobel Peace Prize laureate and Liberian peace activist “Innovative and practical.” —Lawrence Susskind, Program on Negotiation cofounder “Navigating conflict effectively is an essential component of leadership. Making Conflict Work illustrates when to compromise and when to continue driving forward.” —Hon. David N. Dinkins, 106th mayor of the City of New York “An excellent workbook-like guide.” —Booklist, starred review

'A very valuable resource for busy leaders to dip in and out of as time allows.'- Dr Mark Pegg, Chief Executive, Leadership Foundation for Higher Education'Clear and concise with great anecdotes and oozing with experience.'-Dr K. D. Akabusi, MBE, MA, FPSA, Executive Director, The Akabusi Company Coaching, motivating, team building and influencing are all essential tools for getting the most out of the people around you. Commonly described as ‘soft skills', there's nothing soft about the impact they will have on your business performance. This book is your toolkit for managing yourself, facilitating team performance and surviving and thriving in times of change. Step up your management skills now to get the business results you need.

Today's managers often find themselves thrust into HR-type situations presenting both challenge and opportunity, often struggling to make the right decisions for the business and for the people involved. Managing to Manage provides the essential understanding to cope with the core demands of people management, grounding the advice in clear examples and familiar situations. Split into two parts, the book explains the role of the manager and then demonstrates how to fulfil that role, taking a practical, hands-on approach. It's packed with unique key concepts, which guide the manager through essential skills, while forming a quick reference guide for the rest of their careers.Managing to Manage is a comprehensive, practical guide tackling all challenges of managing people at work.

Drawing on best practices and real examples from companies who are achieving record results, Getting to We flips conventional negotiation on its head, shifting the perspective from a tug of war between parties to a collaborative partnership where both sides effectively pull against a business problem.

Are politics your biggest stressor at work? Becoming a Genuine Leader will help you develop the skills and self-awareness to navigate the challenges of your work culture with integrity at your core. Most of us don't intend to operate with greed, cynicism, dishonesty, or passive aggression. Often we don't even realize that we are acting out. Other times we feel driven to these things by others'equally unsavory behaviors. But to become a truly impactful leader, we must get in touch with our authenticity and apply our power and privilege to engender positive cultural values. Just as our success at work can come from strengths our families have nurtured in us, all too often these assets can be eclipsed by the dysfunctional behaviors also born from our past. In Becoming a Genuine Leader, Marilyn Mason teaches us how to lead from within by understanding our past and changing the behaviors and communication styles that have compromised our integrity. She reveals that when we honestly look into our family culture and understand the impact of denying or hiding emotions, essential changes in how we manage and work with colleagues will take place. As personal insight results in more open interaction and cooperation, both rising and established leaders can see a work environment come alive with greater trust and creativity.

This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as'the management of feeling to create a publicly observable facial and bodily display'(p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements. Since Hochschild's initial work, psychologists, sociologists, and management scholars have developed distinct theoretical approaches aimed at expanding and elaborating upon Hochschild's core ideas. Broadly speaking, emotional labor is the study of how emotion regulation of oneself and others influences social dynamics at work, which has implications for performance and well being in a wide range of occupations and organizational contexts.This book offers researchers and practitioners a review of emotional labor theory and research that integrates the various perspectives into a coherent framework, and proposes an agenda for future research on this increasingly relevant and important topic. The book is divided into 5 main sections, with the first section introducing and defining emotional labor as well as creating a framework for the rest of the book to follow. The second section consists of chapters describing emotional labor theory at different levels of analysis, including the event, person, dyad, and group. The third section illustrates the diversity of emotional labor in distinct occupational contexts: customer service (e.g. restaurant, retail), call centers, and caring work. The fourth section considers broader contextual influences – organizational-, societal-, and cultural-level factors – that modify how and when emotional labor is done. The final section presents a series of ‘reflective essays'from eminent scholars in the area of emotion and emotion regulation, where they reflect upon the past, present and future of emotion regulation at work.

What does it mean to organize when the only established premise is that everything is transient? How is it possible for an organization to manage expectations based on the expectation of the unexpected?In this thought-provoking book Niels Åkerstrøm Andersen uses a unique combination of deconstruction, systems theory and discourse theory to critically discuss topics such as the management of feelings, partnerships as second order promises, and work-life balance as an immune defense against over-socialized employees. He assesses the parallels between layoffs in intimate organizations and modern professional divorce discourses, and explores the dichotomy of double-bounded management commanding both'do as I say'and'be autonomous'. In so doing, Professor Andersen encourages the reader to look at relationships in the workplace in new ways.This unique book will prove invaluable for academics and students of human resource management, organizational behavior and critical management studies.Contents: Introduction 1. Diagnostics of the Present and Second-Order Observation 2. Adapting to Adaptability: The Machine of Transience 3. From Membership to Self-enrolment: The Production of the Employee who Creates Herself in the Organizational Image 4. Management of Authentic Feelings: The Trembling Organization 5. Managing Interpenetration and Intensity 6. Loving Layoffs: The Intimate Strategies of the Break-up 7. Unbound Binding: From Employee Contracts to Partnerships 8. The Organization as a Nexus of Partnerships Conclusion: Transient Relationships - Towards the Intensity Machine Bibliography Index