Sparrow Training

360 degree feedback is one of the most powerful experiences a person can have in the workplace, according to Tony Peacock the author of The 360 Degree Feedback Pocketbook. In this book he shows how feedback can be used for personal development, self-awareness, identification of talent and how in flatter organisational structures it will help management obtain a richer picture of team members. The focus of these reviews is all about how people behave, the work activities they undertake and how feedback is given to facilitate change. This book guides the reader through the whole process, starting with any concerns individuals may have and overcoming objections, followed by the pluses and minuses of developing in-house systems, or using external providers. How to handle confidentiality and feedback, and the way sharing of development plans are undertaken are explained in an easy step-by-step format.

Assertiveness is the ability to maintain the right balance between your own needs and other people's needs. It empowers those who use it. In The Assertiveness Pocketbook author Max Eggert looks at the reasons for non-assertive behaviour and the differences between assertive, aggressive and passive behaviour. Packed full of good advice on how to overcome self-defeating beliefs, and deal with often-occurring problem situations. With activities to help develop assertiveness.

The Business Planning Pocketbook explains what issues to address, how to write a business plan, what questions to ask, how much detail to include and the time-frame to adopt. In the chapter on planning theory the author identifies eight different planning styles, followed in the next chapter with a description of the seven stages of the planning process. In his summary the author says: 'A plan is a statement of what you intend to achieve, how, when and with what resources'. A complex subject made simple.

The Business Writing Pocketbook sets out rules of good practice, style and presentation for all types of written communication, including memos, letters, reports, minutes, proposals, faxes and e-mail. The author begins with advice on what to consider before starting to write. In dealing with the different forms of written communication, Bonny divides his subject into internal and external correspondence. For each type of written document there is advice on both content and presentation. Generic language issues (tone, manner, etc) are dealt with separately, as is the use of illustrations such as charts and diagrams. Marketing communications is covered in the penultimate chapter, followed by notes on spelling, grammar, cliches and such like in the final chapter. Throughout there are examples and self-tests.

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.

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.

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

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

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

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.

'For those who do business overseas, this book is a valuable insurance policy', commented The Good Book Guide on The Cross-cultural Business Pocketbook. 'It sets out not only examples of local attitudes and thinking but a whole way of planning and executing international communication and business dealing', continued the Guide. This Pocketbook is for anyone doing business outside his or her country, whether attending or organising a multinational conference, making a presentation to a group of managers from different countries, or being relocated abroad. Starting with a look at culture and its effects on working behaviour, the book then reviews ways of developing communication skills across the culture gap. Finally there is a section of specific material covering, amongst others, Europe, the Arab world and North America. A review of this book on Amazon.co.uk states: 'This little pocketbook is a gem. It is written clearly and has an easy to use section for identifying problem areas'.

Internet transactions offer customers convenience but remote trading has its price: customers feel much less loyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customer service. The Call Centre Customer Care Pocketbook addresses these issues, and looks at how to retain customer loyalty and offer good service in the digital age.

A major update of The Customer Service Pocketbook has taken place, involving extensive re-writing and the inclusion of new graphics throughout, resulting in publication of this, the 2nd edition. A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer good service. It covers why good service matters, the differences between good and bad service, performance standards, turning complaints into opportunities, listening to customers, assertiveness and good service, effective customer communications and internal customers. Throughout the book there are exercises, quizzes and checklists, and at the end there is a personal action planning section and an opportunity to further test your knowledge. There are also useful notes for managers and supervisors, as well as for trainers who can readily adapt the contents of the Pocketbook to provide a one-day trainer-led workshop. A suggested timetable for such a workshop is provided, together with notes on how to run it.

The Decision-making Pocketbook explains how to make balanced choices that address needs and the real issues, choices that minimise risks and add value. It covers everything you need to know on the subject, from understanding the key components of a decision to a framework for decision-making with methodologies and case studies. It also looks at the differences between individual decision-making and reaching consensus within a team. Techniques to help you analyse the risks, identify possible outcomes and make informed choices are described. One reader remarked: 'A pragmatic approach, showing how to ensure management by design rather than chance'.