THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

Real success is about the future, not the past. As a supervisor, you'll be most effective if you concentrate on setting goals for your employees, rather than assessing past events and behaviors.

This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can put to use in virtually any situation. This handy, quick-reference guide provides effective language for:

• Focusing your people on the most important parts of their jobs
• Communicating your expectations
• Aligning employee goals with organizational priorities
• Improving productivity and morale in the workplace
• Reducing disagreements during performance reviews

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.

Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:

• Defusing bad situations before they get worse



• Handling complaints patiently and professionally



• Satisfying customers and increasing sales



• Building long-term relationships with important customers

Meet or exceed all your goals with this comprehensive guide to performance reviews

3 books in 1 eBook!

Perfect Phrases for Performance Reviews covers all the bases when it comes to using the right language during every stage of the performance review process. Packed with the exact words and phrases you need to plan, conduct, and finalize performance reviews, this three-eBook set helps you express yourself with crystal clarity—as well as sidestep any landmines that might be in your path.

This 3-eBook set includes:

Perfect Phrases for Performance Reviews, Second Edition

Get hundreds of ready-made phrases for clearly communicating an employee's performance in 74 different skill areas. Learn the most effective language for:

• Crafting an accurate, carefully worded assessment



• Documenting behaviors and accomplishments



• Guiding and developing promising workers



• Conducting face-to-face interviews

Perfect Phrases for Setting Performance Goals, Second Edition

This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can apply to virtually any situation. This handy, quick-reference helps you:

• Focus your people on the most important parts of their jobs



• Communicate your expectations



• Align employee goals with organizational priorities



• Minimize disputes that can arise during performance reviews

Perfect Phrases for Documenting Employee Performance Problems

Using this wide range of ready-to-use scripts and a handy problem-solving toolkit, you can address even the most difficult issues diplomatically and constructively. Learn how to:

• Find the perfect words to suit each employee review



• Document performance in the most effective way possible



• Build strong working relationships and boost morale



• Increase productivity, meet deadlines, and achieve goals

Set the bar for outstanding performance

A follow-up to the top-selling Perfect Phrases for Performance Reviews, this book provides managers with phrases and goals that describe expected future performance from their direct reports. A timesaving job aid for any performance review or plan, the book:

• Makes it easy for managers to set high performance goals for executives, management, or non-managers employees
• Includes many categories of goals, from revenue and productivity goals to quality and personal development goals • Facilitates the goal-setting process across the organization
• Includes a guide to writing a performance plan for any employee

Featuring hundreds of ready-to-use performance goals, this practical job aid makes it simple for managers to set the bar for outstanding future results.

Proven strategies for maximizing employee commitment and performance

As a manager, you know that employee performance is your most important asset—but are you making smart, well-thought-out efforts to leverage it to its fullest?

Manager’s Guide to Performance Management helps you get the most out of your people by focusing on performance planning (instead of appraising), creating a dialog (instead of issuing directives), and solving problems (instead of pointing blame). Learn how to:

• Work with employees to create goals that are beneficial to everyone
• Observe, gather data on, and document performance
• Conduct performance reviews in a cooperative, collaborative way
• Address thorny situations proactively and professionally
• Leverage the powerful but often misunderstood process of “progressive discipline”

Briefcase Books, written specifically for today’s busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:

+ Clear definitions of key terms and concepts

+ Tactics and strategies for managing performance

+ Tips for executing the tactics in the book

+ Practical advice for minimizing the possibility of error

+ Warning signs for when things are about to go wrong

+ Examples of successful performance management

+ Specific planning procedures, tactics, and hands-on techniques

Tools for pleasing even the most demanding customers

A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:

• Clear explanations of the reasons for difficult customer behaviors
• Proven tools and techniques for successfully handling even the most cantankerous customers
• 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture

  For more information, visit www.customerservicezone.com

Translated into 16 languages! The reader-friendly, icon-rich Briefcase Books series is must reading for all managers at every level.

All managers, whether brand new to their positions or well-established in the organizational hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their organizations.

For both managers and employees, performance reviews are too often viewed as negative and disciplinary. The Manager's Guide to Performance Reviewshelps managers instead make reviews both positive and proactive. It provides a step-by-step process for administering an effective performance review, one that will meet the organization's needs for employee appraisal while giving employees an honest sense of how they are performing and where they could improve. Also examined are various approaches to performance reviews, different forms and techniques, and more.