Working in teams brings benefits to both team members and organizations for which they work. If you are a team leader, you know that getting commitment isn't always easy. SUCCESSFUL TEAM BUILDING shows you how to motivate team members, and so reap the benefits. You'll learn how to build team commitment, deal with team conflict, use creativity in problem solving and decision making, and evaluate and reward team players. The result? Your team will respond favorably to your efforts. And your boss will notice too.

First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use...