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<p class="MsoNormal">The State Library is offering the following items. If you are interested in any of the items please email
<a href="mailto:robby.pietz@state.or.us">robby.pietz@state.or.us</a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b>Using electronic surveys, Author: </b>Conway, Mal.; Thomas, Susan.<o:p></o:p></p>
<p class="MsoNormal"><b>Publication: </b>Alexandria, VA : ASTD, 2003, ©2002<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">This small booklet provides instruction on learning to write and formate effective e-survey questions, discusses methods to disseminate surveys, provides ways to .avoid common pitfalls<o:p></o:p></p>
<p class="MsoNormal"><b>Don't make me think! : a common sense approach to Web usability /</b><span style="color:#666666"> <br>
<b>Author: </b>Krug, Steve. <b>Publication: </b>Berkeley, Calif : New Riders Pub., 2006<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Good Press, Bad Press, De-Pressed:
</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> <b>Governings media survival guide for public officials</b>, Walters, Johathan; Governing Books, Washington, DC, 2008<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Build it once: Basic primer for the creation of online exhibitions;
</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Goodwin, Sarah T; Scarecrow Press, UK; 2007
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Turning Numbers into Knowledge: Mastering the art of problem solving
</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">(2<sup>nd</sup> ed.); Koomey, Johathan G, PH.d. Analytics Press, Oakland, CA; 2008<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Dynamic relationships: unleashing the power of appreciative inquiry in daily living</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">;
Stavros, J & Torres, Cheri, B., Taos Institute Publications, Chagrin Falls, OH; 2005<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Counseling the Culturally Diverse Theory and Practice</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> (4<sup>th</sup>
ed); Sue, Derald Wing & Sue, David; John Wiley & Sons, Inc.; 2003<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Measuring and Analyzing Behavior in Organizations: Advances in Measurement and Data Analysis</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">,
Drasgow, Fritz & Schmitt, Neal; Jossey-Bass, SF, CA; 2002<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">HR Executive Special Reports: Overtime Ins and Outs: How to Comply with FLSA</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">,
Athey, Julie; M. Lee [Attorney]; Smith Publishers,; Brentwood, TN; 2004<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Democratizing Innovation</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">, Von Hippel, Eric; MIT Press, Cambridge,
MA; 2005<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Total Workday Control: Using Microsoft Outlook</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">; Linenberger, Michael;
New Academy Pub, San Ramon, CA;2006 <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Global Public Management: Cases and Comments; editors</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">: Callahan,
Kathe, Olshfski, D, Schwella, E.; Salge Publications, Thousand Oaks, CA,; 2005<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Achieving Excellence</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> {Essential manage3rs}; Heller, Robert; DK Publishing,
Inc., 1999<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Event Planning</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">, Allen, Judy; John Wiley & Sons, Etobicoke, Ontario;
2000<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">How to Write it: A complete guide to everything you’ll ever write</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">;
Lamb, Sandar E; Ten Speed Press, Berkeley, CA; 1998<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Understanding Financial Statements</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> (6<sup>th</sup> Ed), Fraser,
Lyn M. & Ormiston, Aileen; Preintice Hall, Upper Saddle River, NJ; 2001<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Business at the speed of now</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">; Bernard, John M.; John Wiley & Sons,
Inc; Hoboken, NJ; 2012; </span><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">A technology-enabled management philosophy to accelerate your organization. Business at the Speed of Need delivers a new real-time management philosophy and system
to leaders looking for better results in today's constantly changing market. Companies that inspire and equip employees and expect them to seize opportunities and solve problems in the now will enjoy a distinct competitive advantage in a world where speed
matters most....</span><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Business: The ultimate resource</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">; Bloomsbury Publishing, 2002.
</span><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Includes over 150 original essays and thought pieces, commissioned especially for the volume from among such business authors as Warren Bennis, Charles Handy, and Peter Bernstein; and biographies
of such persons as J.P. Morgan, John D. Rockefeller, Bil Gates, and Martha Stewart<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="color:#666666">The ultimate question : driving good profits and true growth</span></b><span style="color:#666666"> Author:
</span><span style="color:#666666">Reichheld, Frederick F. Publication: Boston, Mass. : Harvard Business School Press, 2006.
</span>Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation<o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b>The ROI of human capital : measuring the economic value of employee performance</b> ; Author: Fitz-enz, Jac. Publication: New York : AMACOM, 2000; "The ROI of Human Capital draws on years of quantitative and qualitative international
research by the Saratoga Institute to provide a methodology for measuring the bottom-line effect of employee performance. Its author, Institute founder Jac Fitz-enz, virtually invented human performance benchmarking - a concept that demands to be understood
as businesses face a long-range shortage of qualified workers at all levels....<o:p></o:p></p>
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<p class="MsoNormal"><b>Love and profit : the art of caring leadership</b> Author: Autry, James A. Publication: New York : Morrow, 2002<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><a href="http://newfirstsearch.oclc.org.proxy.osl.state.or.us/WebZ/FSFETCH?fetchtype=fullrecord:sessionid=fsapp4-36922-i1criwi2-f0zhml:entitypagenum=66:0:recno=8:resultset=22:format=FI:next=html/record.html:bad=error/badfetch.html:entitytoprecno=8:entitycurrecno=8:numrecs=1"><b><span style="color:windowtext;text-decoration:none">The
art of strategic planning for information technology</span></b><span style="color:windowtext;text-decoration:none">.</span></a> Author: Boar, Bernard, H.<o:p></o:p></p>
<p class="MsoNormal">Publication: New York : John Wiley and Sons, 2001<o:p></o:p></p>
<p class="MsoNormal">Document: English : Book <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b>Strategic thinking : an executive perspective</b> Author: De Kluyver, Cornelis A.<o:p></o:p></p>
<p class="MsoNormal">Publication: Upper Saddle River, N.J. : Prentice Hall, 2000<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b>Leading the revolution</b> / Author: Hamel, Gary. Publication: Boston, Mass. : Harvard Business School Press, 2000.
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Leading the Revolution. An action plan for any company or individual intent on becoming and staying an industry revolutionary, this book will ignite the passions of entry-level assistants, neophyte
managers, seasoned VPs, CEOs, and anyone else who worries that their company may be caught flat-footed by the future." "Hamel argues that in an increasingly nonlinear world, only nonlinear ideas will create new wealth....<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Strategic thinking and the new science : planning in the midst of chaos, complexity, and change</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
Author: Sanders, T. Irene, 1951- Publication: New York : Free Press, 1998 </span>
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Irene Sanders pioneered the application of chaos theory and complexity to strategic thinking - the most essential skill in today's fast-paced business environment. Now, in this straightforward,
easy-to-read book.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Designing feedback : performance measures for continuous improvement</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
Author: Thor, Carl G. Publication: Menlo Park, CA : Crisp Publications, 1998<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Team up for success : building teams in the workplace</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author:
Cadwell, Charles M. Publication: West Des Moines, Iowa : American Media Pub., 1997
<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Remaking teams : the revolutionary research-based guide that puts theory into practice</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ Author: Kline, Theresa, 1960- Publication: San Francisco : Jossey-Bass/Pfeiffer, 1999.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Remaking teams : the revolutionary research-based guide that puts theory into practice</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Author: Kline, Theresa, 1960- Publication: San Francisco : Jossey-Bass/Pfeiffer, 1999 Providing practical suggestions, a theoretical framework, and substantive
research, which combine to form a comprehensive, systematic approach to better team performance.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Creating the accountable organization</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
<b>: a practical guide to improve performance execution</b> Author: Samuel, Mark, 1954- . Publication: Katonah, NY : Facts on Demand Press, 2006.
</span><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">practical guide to bringing accountability into the workplace and into the daily life of managers and staff. This book provides a working guide, through specific examples, of what accountability
is; how to instill it within your company; and how to measure and quantify its effectiveness.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Nuts 'n bolts leadership : "how to" strategies and practical tips for leaders at all levels</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif""> /
Author: Harvey, Eric L. 1946-; Sims, Paul. Publication: Dallas, TX : Walk The Talk, 2003<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">24/7 : how cell phones and the Internet change the way we live, work, and play</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif""> / Author: Hanson,
Jarice. Publication: Westport, Conn. : Praeger, 2007. Provides a cultural history of the social impact of the Internet, online services, cell phone use, and the related technologies and devices that, in the span of a single generation, have radically changed
the way we live<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Step-by-step problem solving : a practical guide to ensure problems get (and stay) solved
</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">/ <o:p>
</o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Author: Chang, Richard Y.; Kelly, P. Keith.; Chang, Richard Y. Publication: Irvine, Calif. : Richard Chang Associates, 1993. Providing a time tested, six step problem solving
model that follows a logical path starting with clear problem identification and lead to an action plan to solve it.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Leading teams : mastering the new role</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">. Author: Zenger, John H. Publication: Homewood, Ill.
:McGraw Hill, 1994. This nuts-and-bolts guide shows you how to become a "change agent'' rather than a victim during your organization's transition to teams. Integrity works : strategies for becoming a trusted, respected and admired leader /
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="color:#666666">Integrity works : strategies for becoming a trusted, respected and admired leader /
</span></b>Author: Telford, Dana.; Gostick, Adrian Robert. Publication: Layton, Utah : Gibbs Smith, Publisher, 2005
<o:p></o:p></p>
<p class="MsoNormal">Integrity is the foundation of trust and trust is the basis for all successful relationships – learn the benefits and steps to become a trusted and respected leader.<o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Understanding and changing your management style</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif""> / Author: Benfari, Robert. Publication: San Francisco
: Jossey-Bass, 1999. Our ability to manage effectively is based on a mix of characteristics that can be analyzed, understood and, most importantly, changed. In this book, the author identifies six ingredients of successful management and uses the Myers-Briggs
Type Indicator to show readers how they can devise personality-specific strategies for improving their ability to resolve conflict, solve problems, manage stress, positively influence others, and handle difficult situations at work....<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">The presentation skills workshop : helping people create and deliver great presentations</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif""> /
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Author: Bienvenu, Sherron. Publication: New York : American Management Association, 2000.
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">It's okay to be the boss : the step-by-step guide to becoming the manager your employees need</span></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">.
(2 copies available); Author: Tulgan, Bruce. Publication: New York : Collins, 2007. Author identifies common management challenges and how to overcome them to create a more productive, positive workforce.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">world-class service both in your operations and through your people, whether they work with customers face to face, on the phone, or in e-space...<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Exceptional customer service : going beyond your good service to exceed the customer's expectation</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
Author: Ford, Lisa.; Perry, Bill.; McNair, David.Publication: Avon, Mass. : Adams, 2001. By using practical advice, real life examples, helpful tips and step-by-step instructions, the authors provide the tools for business owners and managers to create exceptional
customer service.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">The manager's pocket guide to strategic and business planning the systems thinking approach</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ Author: Haines, Stephen G. Publication: Amherst, Mass. : HRD Press, 1999. Use the systems thinking approach as a guide to more effective problem solving, decision making and change management inour daily lives.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Grant writing for dummies</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Browning, Beverly A., 1948-
Publication: Foster City, CA : IDG Books Worldwide, Inc., 2001 Discover the secrets of winning proposals and get the funding you need ..<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">The complete idiot's guide to project management / Author: Baker, Sunny.; Baker, Kim, Publication: Indianapolis, IN : Alpha Books, 2000. Explains how to identify
problem projects, clearly define goals, budget resources, and put the plan into action.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">The time trap</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Mackenzie, R. Alec. Publication: New York
: AMACOM, 1997. (third ed). Investigates ways to improve time management - including to time wasters, and developing a personal action plan.
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Focus groups : a practical guide for applied research</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author:
Krueger, Richard A.; Casey, Mary Anne. Publication: Thousand Oaks, Calif. : Sage Publications, 2000. Techniques about focus group interviewing - including planning a focus study, categories and question development, understand participant behaviors, moderating
skill development, Analysis of results, reporting and more ... <o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Public administration : concepts and cases</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Stillman, Richard
Joseph,Publication: Boston, MA : Houghton Mifflin, 2005 Public Administration: Concepts and Cases offers a unique and highly regarded framework in which conceptual readings are paired with contemporary case studies that reflect real-world examples of administrative
work, as well as new thinking and developments in the field.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Effective financial management in public and nonprofit agencies</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ Author: McKinney, Jerome B.Publication: Westport, CT : Praeger, 2004. Book Jacket: This volume is imperative reading for managers of any kind, as well as administrators, scholars, teachers, and students of financial management of public and not-for-profit
organizations, including the health care industry, public affairs, political science, and schools of public health and social work<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Successful manager's handbook : development suggestions for today's managers</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ Author: Gebelein, Susan H. Publication: [S.l.] : Personnel Decisions International, 2001. Focuses on what it takes to be a successful and effective manager in the new millennium.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Managing cultural differences. Global leadership strategies for the 21st century</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">.
Author: Harris, Philip R. 1926-; Moran, Robert T.,; Moran, Sarah V. Publication: Amsterdam ; Boston : Elsevier/Butterworth-Heinemann, 2004. This book will help an organization learning to see the world from a customer's piont of view in the global community.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Analysis for improving performance : tools for diagnosing organizations & documenting workplace expertise /
</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Author: Swanson, Richard A., 1942- . Publication: San Francisco : Berrett-Koehler, 1994. Provides tools and a step by step method for doing crucial upfront analysis essential
tothe success of any performance improvement effort.<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Resolving conflicts at work : eight strategies for everyone on the job</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">
/ Author: Cloke, Ken, 1941-; Goldsmith, Joan. Publication: San Francisco, CA : Jossey-Bass, 2005. Document: English : Book. A handy guide for resolving conflicts, miscommunications, and misunderstandings at work - author outlines 8 strategies for turning
negative situations in positive ones and enhancing workplace productivity.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Finance & accounting for nonfinancial managers</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Finkler,
Steven A.Publication: Paramus : Prentice Hall Press, 2002. Presents a solid understanding of finacial practices from accounting concepts, recording, and reporting. Includes cost accounting, budgeting, inventory closing & depreciation and financial statement
analysis.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">Robert's rules for dummies</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Jennings, C. Alan.; Robert,
Sarah Corbin.; Robert, Henry M. Publication: Hoboken, N.J. : Wiley, 2005. A clear, easy-to-use guide that makes parliamentary procedure simple to understand and apply.<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666">The complete idiot's guide to business etiquette</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#666666"> / Author: Mitchell,
Mary, 1949-; Corr, John, Publication: Indianapolis, IN : Alpha Books, 2000. Quick and easy guidance ont he do's and don'ts of today's changing workplace.<o:p></o:p></span></p>
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