Sparrow Training

An effective customer relationship management (CRM) strategy can deliver outstanding improvements in profitability, revenue growth and business sustainability. The CRM Pocketbook explains what CRM is and why ever more organisations are embracing it. It looks at the subject from a strategic level and from a practical viewpoint, with advice on how to plan and implement a CRM programme. The contribution to be made by each of the departments within an organisation is also covered, with particular emphasis on marketing and IT services. Authors Alexander and Turner jointly developed and now deliver the popular CRM for Marketers course at the UK's Institute of Direct Marketing. Author: Charles Turner, David Alexander. Pages: 128.

According to management guru Peter Drucker, 'the enterprise that does not innovate inevitably ages and declines'. The Creative Manager's Pocketbook is a treasure-trove of techniques, tools and triggers that will help you produce creative ideas. There are 10 ready-to-use techniques with such intriguing names as Nyaka, Merlin, Eureka and Brainfaxing. In each case the author explains what the technique is, in what way it can be used, how to apply it and what materials will be required. Elsewhere the book looks at the different areas (e.g. product development, customer service, efficiency) that can benefit from innovation and how to 'sell' new and creative ideas. The numerous exercises, tests and quizzes will keep you involved and help you discover just how creative you are. Author: John Townsend. Pages: 112

Simply put, a competency describes the behaviour or actions that can be seen when a job is being done well. Organisations use competencies to get consistency in what they do, ensure people are treated equitably, enhance communications, improve stakeholder relationships and establish high standards of quality and performance. The Competencies Pocketbook explains how to develop a competency framework, how to assess competencies and how to reap the benefits from both the individual's and the organisation's perspective. It also describes why some competency initiatives don't work and how to make sure that yours does. Author: Roger Mills. Pages 128

Being an effective communicator is hard work, but it is the single most important part of a manager's role. Many of us think we are good at it - it's all those people who don't listen who are the problem! The Communicator's Pocketbook covers the dynamics of communication, how to be effective, likely barriers, styles of communication and technology at work. The book concludes with a series of checklists that will enable you to take stock of your communications skills and shortcomings and to put these into context at both an organisational level and a group or team level. Author: Sean Misteil. Pages: 112

Psychometric testing helps employers to assess people, in a way which gives results that are objective, systematic, reliable and valid. The Psychometric Testing Pocketbook offers insight into how these tests can improve recruitment, selection, promotion and assist organisational development. The book takes a practical approach and is aimed at the non-specialist reader. It explains the process of test selection and demonstrates, with the aid of case studies, how some of the more popular tests can be applied to achieve workplace solutions. In better understanding the unique characteristics of its individuals, organisations are equipped to undertake a range of actions, including building effective teams, implementing change and identifying future leaders. This pocketbook not only benefits employers, but also provides employees with an understanding of what is involved in completing such tests and how the results can focus career counselling and development plans.

The Self-managed Development Pocketbook gives an overview of the increasingly important process of self-managed development (SMD), in which individuals take responsibility for, and control of, their own development. The book looks at the reasons why SMD is growing in popularity and how it fits into the other organisational processes. Attention is then turned to the individual's role: raising self-awareness (using techniques such as skills audits, performance reviews and SWOT), reviewing self-perceptions (to increase awareness of new possibilities) and, finally, action planning (setting objectives and measuring commitment and motivation).

The Succeeding at Interviews Pocketbook will boost your confidence in preparing for and attending job selection interviews (internal and external) and assessment centres. It is suitable for anyone seeking a new post, from school leavers upwards. The foundation of successful interviews is thorough preparation. The author explains what research you should carry out and how to anticipate what those advertising the post are looking for. The importance of rehearsals and visualisation is also stressed. Deep breath; now for the interview! There is advice on how to enter the room, how to answer questions, what questions to ask and how to create a positive impression. Employers are increasingly relying on assessment centres to meet their recruitment needs. Such centres use a range of tools to test applicants' suitability, including psychometric tests, role play and group exercises. Each different type of test is described and there is advice on how to prepare for and successfully undertake them.

The Interviewer's Pocketbook was voted 'best of its kind' in a review of books on interviewing carried out by Management Today magazine. 'Thought-provoking and amusing:the practical tips and insights are extremely helpful', it was reported. Author John Townsend believes The Interviewer's Pocketbook is the best book he has written! It begins by looking at the skills necessary for good interviewing, specifically: questioning techniques, listening skills and interpretation of body language. The next section deals with the different types of interview: recruitment, appraisal, counselling, fact-finding and disciplinary. It covers the interviewing techniques that should be applied in each situation and gives specific examples. The final section summarises the essential interviewing skills in the form of a series of useful, 'at-a-glance'

Recruiting successful candidates leads to improved performance, increased customer satisfaction, enhanced organisational reputation, greater staff morale and a positive reflection on those involved in the recruitment process. The Managing Recruitment Pocketbook explains how to plan recruitment, attract the right candidates, assess CVs and application forms, get the most out of the interview, use different methods of selection and how to make the job offer. Under 'attracting the right candidates', the pocketbook looks at advertising methods, using the internet, employing recruitment agencies and recruiting internally. Selection methods addressed include psychometric tests, personality questionnaires, assessment centres, presentations and work sample exercises. The final chapter covers how to pull all the selection information together, references, medicals, handling unsuccessful candidates and making the eventual offer. Complementing this new title are two other existing pocketbooks, The Interviewer's Pocketbook and The Succeeding At Interviews Pocketbook.

Coaching is aimed at improving performance at work. This is done by turning the activities people do into learning situations, in a planned way and under guidance. The Coaching Pocketbook defines the coach's role and explains how coaching differs from the other 'helping skills' of advising, instructing, counselling and mentoring. There are four key stages to coaching, namely assessing current performance levels, setting outcomes for learning, agreeing tactics/initiating action, and giving feedback. The author explains each stage and then moves on to summarise the various skills required. Next, the opportunities for coaching and the potential pitfalls are highlighted. A checklist and a case study end the Pocketbook on a practical note. 'Encapsulated my belief in the potential of people and showed me how to translate this into appropriate action', commented one reader.

A practical, easy-to-use guide for job changers and job seekers, The Career Transition Pocketbook details seven key stages to the career transition process: self-questioning, goal setting, preparing a career history, networking, applying for jobs, getting ready for interviews and evaluating job offers. Each stage is described in a separate chapter.