AMACOM Books Spring



AMACOM Books Spring
Solve your most-pressing people problems—and sleep better at night.
What Keeps Leaders Up at Night
Recognizing and Resolving Your Most Troubling Management Issues
Nicole Lipkin
o matter how many initiatives you spearhead or how hard you think about decisions, you will make the occasional management misstep. All leaders do. You
can lie awake at night questioning yourself or you can read this book.
As a clinical and business psychologist who works with executives around the world,
Nicole Lipkin knows the stresses leaders face. In What Keeps Leaders Up at Night, she
presents smart solutions to the common mistakes leaders make with their people,
answering questions including:
Why do I sometimes feel threatened by my best people? • How do I remain cool
in hot situations? • How can I ensure people hear what I say? • How can I cope
more effectively with change? • Why have I lost so many of my best employees to
the competition?
The book examines engagement, motivation, expectation, emotions, interpersonal
and group dynamics—all the psychological principles that play pivotal roles in the
workplace. Featuring illuminating examples and exercises, What Keeps Leaders Up at
Night shines a bright light into the dark corners where all leaders struggle with
their own shortcomings.
JUNE 2013 • Management / Leadership
Hardcover • 6 1/ 8 x 91/4 • 288 pages
U.S. $21.95
NICOLE LIPKIN (Philadelphia, PA), a sought-after speaker and consultant, holds a doctorate
in Clinical Psychology as well as an MBA. She has shared her expertise on NPR, NBC,
CBS, Fox Business News, and other high-profile media outlets.
Knowing yourself is the key to success and happiness at work.
Personality Power
Discover Your Unique Profile—and Unlock Your Potential for Breakthrough Success
Shoya Zichy with Ann Bidou
recent Conference Board survey found that a staggering 53 percent of workers are
dissatisfied with their jobs, but with the unemployment rate stubbornly high,
searching for a new position may not be the answer.
Based on the author’s proprietary personality model used by over 50,000 professionals worldwide, Personality Power shows you how to identify and harness your core
strengths to immediately improve your job satisfaction—and, ultimately, your success.
After completing a simple 10-minute self-assessment, just turn to the in-depth chapter
devoted to your personality type to:
Discover your work-related strengths and potential blind spots • Identify your ideal
(and least-preferred) work environments • Learn how best to communicate with
and coach others with different styles • Create a personal career roadmap complete
with concrete steps for achieving your goals • And much more
Featuring helpful charts, exercises, and inspiring success stories, Personality Power
shows you how to leverage your natural talents and find the fulfillment and recognition you deserve.
MARCH 2013 • Career
Paperback • 6 x 9 • 288 pages
U.S. $16.95
SHOYA ZICHY (New York City) is the creator of the award-winning Color Q personality profile
system. Formerly president of the Myers-Briggs Association of New York, her roster of
impressive clients includes Merrill Lynch, Bank of America, UBS, and the U.S. Treasury.
She is the author of the popular book Career Match (978-0-8144-7364-1).
The face of business is getting a serious makeover.
Stiletto Network
Inside the Women’s Power Circles
That Are Changing the Face of Business
Pamela Ryckman
ore women are running major companies than ever before. While still far too few in number, these female heads
of industry are the forerunners of a radical shift in power now
underway. During the past few years, women’s groups have
been coalescing in every major American city. Formidable ladies
across professions are convening at unprecedented rates, forming salons, dinner groups, and networking circles—and collaborating to achieve clout and success. A new girls’ network is alive
and set to hyperdrive.
Stiletto Network is about those groups: the “Power Bitches,”
“Brazen Hussies” and “S.L.U.T.S.: Successful Ladies Under Tremendous Stress.” It’s about what happens when bright, extraordinary women—from captains of industry to aspiring entrepreneurs—come together to celebrate and unwind, debate and
compare notes. But it’s also about what happens when they
leave the table, when the talking stops and the action starts. It’s
about how they mine their collective intelligence to realize their
dreams or champion a cause, how they lift up their friends and
push them forward, how they join forces to ensure each woman
gets what she needs—be it information, an introduction, a
partnership, or a landmark deal.
This is the first book to shed light on this groundbreaking movement. Sharing story after story of women banding together to
help other women, Stiletto Network is both a call to action and
an inside look at a better way of doing business.
PAMELA RYCKMAN (New York City) has written for The New York
Times, Financial Times,, International
Herald Tribune, The New York Observer, and The New York
Sun, among other publications. Prior to becoming a journalist, she
performed strategy work for Merrill Lynch and Goldman Sachs.
• National print campaign
• National radio campaign
• National TV campaign
• National syndicated article placement
• Online campaign
• Co-op advertising available
MAY 2013 • Career
Hardcover • 6 1/8 x 9 1/4 • 256 pages
U.S. $22.95
Want more clients? Better clients? Here’s how!
Get Clients Now!™
A 28-Day Marketing Program for Professionals, Consultants, and Coaches
C.J. Hayden • Foreword by Jay Conrad Levinson
et Clients Now! has helped thousands of independent professionals dramatically
increase their client base. With this uniquely practical guide, it’s easy to replace
scattershot marketing and networking efforts with proven and targeted tactics. Using a
simple cookbook model, the book helps readers identify the ingredients missing from
their current marketing activities, select the right strategies and tools from a menu of
options, and create a completely customized action plan. A structured 28-day program then outlines exactly what they need to do to put it into action.
Now fully updated, the third edition combines tried-and-true marketing practices
with new ideas for reaching clients. Readers will learn:
How to choose the best marketing tactics for their situation and personality •
Hands-on approaches for replacing unproductive cold-calling with the power of
relationship marketing • Online networking and prospecting, social media, and
internet marketing strategies that really work • Advice on integrating online and
offline tactics • Tips for dealing with fear, resistance, and procrastination • And more
MAY 2013 • Marketing
Paperback • 7 x 10 • 288 pages
Complete with worksheets, exercises and all-new examples, Get Clients Now! remains
the definitive guide on winning new business.
Previous Edition: 978-0-8144-7374-0
U.S. $19.95
C. J. HAYDEN (San Francisco, CA) is a Master Certified Coach, popular speaker, and principal
of Wings for Business, LLC, a firm that teaches self-employed professionals to make more
money with less effort.
When it comes to sales, there’s no such thing as “small talk.”
Here’s how to make the most of every conversation.
Conversations That Sell
Collaborate with Buyers and Make Every Conversation Count
Nancy Bleeke • Foreword by Jill Konrath
oday’s buyers want more from sales professionals than a simple consultation.
What they’re hungry for are meaningful, collaborative conversations built on mutual value and trust, that result in a Win3...where they, the seller, and the organization,
achieve a winning outcome.
This book introduces sales professionals to the collaborative conversation skills they
need to capture the buyer’s attention and secure business. Based on the author’s fivestep sales system, What’s in It for Them (WIIFT)—Wait, Initiate, Investigate, Facilitate,
Then Consolidate—the book shows readers how to:
Prepare for an effective sales call • Identify sales opportunities and the factors
that drive buyers to act • Adjust their approach to the type of buyer—Achievers,
Commanders, Reflectors, and Expressers • Make conversations flow easily •
Address problems, opportunities, wants, and needs • Work through objections
• Advance and close sales • And more
APRIL 2013 • Sales
Paperback • 6 x 9 • 240 pages
U.S. $17.95
Packed with valuable tools and examples, salespeople in all industries will discover
how to increase their short- and long-term sales success by keeping the focus of every
conversation where it belongs—on the buyer.
NANCY BLEEKE (Muskego, WI) is president of Sales Pro Insider, a training and consulting firm
specializing in sales effectiveness. Her clients include Motorola, CVS-Caremark, Celestica,
MassMutual, and Rexnord.
Ever wonder why you didn’t get that job?
This Is How to Get Your Next Job
An Inside Look at What Employers Really Want
Andrea Kay • Foreword by Richard Nelson Bolles
ven in a bad economy, companies have job openings they
can’t fill. Considering the millions of people who are out of
work or unhappily employed, how can that be? What are job
seekers doing to turn off employers? And what is it that employers want but aren’t finding?
Leading career expert and syndicated columnist Andrea Kay
asked employers one simple question: why didn’t you hire the
last ten people you interviewed? What it came down to, every
time, wasn’t a matter of skills or experience, but how applicants
seemed based on what they said or did. From lack of preparation, to pushiness, to a subtly defensive attitude, it’s the simple
behaviors prospective employees exhibit before, during, and
after interviews that stand between them and job offers.
Based on candid insights from real-life employers, and featuring
a foreword by Richard Nelson Bolles, bestselling author of What
Color Is Your Parachute?, this book helps job hunters take control of how they come across to the people in charge of hiring.
From “20 Things You Should Never Do” to a “Would You Hire
You?” test, This Is How to Get Your Next Job helps readers show
hiring managers who they are and why they’re the perfect fit for
the job they seek.
• National print campaign
• National radio campaign
• National syndicated article placement
• Online campaign
• Co-op advertising available
ANDREA KAY is a career consultant and syndicated columnist who has
helped tens of thousands of people find new jobs and take charge
of their careers. She is the author of six books including Life’s a Bitch
and then You Change Careers, and her syndicated column, “At
Work” appears weekly in over 80 newspapers and countless websites,
including the online edition of USA Today. She’s been interviewed in
The New York Times, The Wall Street Journal, Chicago Tribune,
Forbes, Money, Kiplinger Personal Finance, Redbook, and on
radio and TV across the U.S.
APRIL 2013 • Career
Paperback • 6 x 9 • 256 pages
U.S. $16.00
Delegation & Supervision
s a manager, one of your most important responsibilities is to motivate your employees to do their absolute best. Managers who create positive, rewarding, highenergy environments reduce absenteeism and turnover
while dramatically increasing productivity and quality.
anagers are judged by the results they deliver—
and more than anything else, those results hinge
on the ability to delegate and supervise. You will be
surprised at how efficient and easy to manage your team
becomes when you master these essential skills. This
handy, pocket-sized guide reveals 21 time-tested ways to
boost the performance and productivity of your employees, including how to:
Define work, assign it, and set measurable, targeted
standards for performance • Match skills to job requirements • Use Management by Objectives to delegate
longer-term tasks to trusted team members • Monitor,
control, and keep on top of projects with minimum
effort • Turn delegation into a teaching tool and build
the confidence of your staff • Provide useful feedback
and elicit active participation • Avoid reverse delegation • Free up time for higher-level tasks only you can
tackle • And much more
In Motivation, success expert Brian Tracy draws on his
decades of experience bringing out the best in others to
provide 21 of the fastest, most powerful methods ever discovered for increasing the effectiveness of any individual
or group. He reveals how to:
Ensure employees look forward to coming to work
and feel passionate about what they do • Challenge
them with tasks that allow them to stretch • Satisfy
their need to feel both autonomous and part of a
greater whole • Reduce their fear of failure and increase their desire to try • Remove obstacles that hold
people back • Provide the regular feedback they need
to succeed • And much more!
Most people are just waiting for someone to come along
and inspire them to greatness. Packed with proven tools
and strategies, this essential guide helps any manager
deliver a shot of adrenaline straight to the heart of his or
her work team.
APRIL 2013 • Management • HC • 41/ 2 x 61/ 2 • 112 pages
978-0-8144-3311-9 • U.S. $9.95
Done right, delegation and supervision allow your employees to learn, grow, and become more capable. Your
success will skyrocket as you increase the quality and
quantity of results, and build the loyalty, involvement,
and commitment of your people.
JULY 2013 • Management • HC • 41/ 2 x 61/ 2 • 112 pages
978-0-8144-3314-0 • U.S. $9.95
BRIAN TRACY (Solana Beach, CA) is the Chairman
and CEO of Brian Tracy International, a company
specializing in the training and development of individuals and organizations. One of the top business
speakers and authorities in the world today, he has
consulted for more than 1,000 companies and
addressed more than 5,000,000 people in 5,000
talks and seminars throughout the United States and
more than 60 countries worldwide. He has written
55 books and produced more than 500 audio and
video learning programs on management, motivation,
and personal success.
egotiation is an essential element of almost all of our
interactions—personally and professionally. It’s part
of how we establish relationships, work together, and arrive at solutions for our clients, our organizations, and
ourselves. Simply put, those who don’t negotiate well risk
falling victim to those who do.
Throughout his career, success expert Brian Tracy has negotiated millions of dollars worth of contracts. Now, with
this concise guide, you too can become a master negotiator and learn how to:
Utilize the six key negotiating styles • Harness the
power of emotion in hammering out agreements
• Use time to your advantage • Prepare like a pro and
enter any negotiation from a position of strength •
Gain clarity on areas of agreement and disagreement
Develop win-win outcomes • Use the power of reciprocity • Know when and how to walk away • Apply
the Law of Four • Plus much more
Smart negotiation can save you time and money, make
you more effective, and contribute substantially to your
career. Jam-packed with Brian Tracy’s trademark wisdom,
this practical and portable book puts the power of negotiation right in your hands.
JUNE 2013 • Business / Negotiating • HC • 41/ 2 x 61/ 2 • 112 pages
978-0-8144-3318-8 • U.S. $9.95
From conflict to consensus—techniques that work in EVERY situation.
I Hear You
Repair Communication Breakdowns, Negotiate Successfully,
and Build Consensus…in Three Simple Steps
Donny Ebenstein
irth, death, and conflict—three things you truly can’t avoid. Whether it’s big or
small, conflict eats into productivity and makes people feel stuck. Yet solutions
exist for even the toughest situations with the most intractable people. The answer
lies in better communication—not just using different words, but rather learning to
think differently.
I Hear You supplies proven techniques for stepping outside one’s point of view and seeing things from other perspectives. Sample dialogues show how this shift in thinking
leads to better conversations and greatly improved outcomes. Readers learn how to:
Tell the other person’s story—the cornerstone of real engagement • Look from
the outside in and see themselves as others do • Recognize the role systemic
factors play—and transform a conflict into a shared challenge • Overcome the
defense mechanisms that derail dialogue
For anyone trying to negotiate a difficult situation with a boss, colleague, employee, or client, I Hear You changes opposition into understanding and mere talk into
real trust.
JUNE 2013 • Business / Self-Help
Hardcover • 6 1/ 8 x 91/4 • 288 pages
U.S. $24.95
DONNY EBENSTEIN (New York City) is an international expert in negotiation, communication,
and conflict resolution. His experience spans the spectrum from the Middle East to the U.S.
government and from individuals to large companies. He is partner at Consensus, a consultancy specializing in conflict resolution.
By 2015, millennials will outnumber boomers in the workplace. This is a
must-have toolkit for the new generation of leaders.
Manager 3.0
A Millennial’s Guide to Rewriting the Rules of Management
Brad Karsh and Courtney Templin
illennials mean business, and they are shaking up the workplace as they enter
management roles for the very first time. They are tearing down the corporate
ladder, communicating on the fly, and bringing play to work. Millennials are creative,
big thinkers, and they will change the face of leadership—IF they can bridge the gap
between the hierarchical management style of senior executives and the casual, more
collaborative approach of their peers.
Manager 3.0 is the first-ever management guide for Millennials. They will master crucial skills such as dealing with difficult people, delivering constructive feedback, and
making tough decisions—while gaining insight into the four generations in the workplace and how they can successfully bring out the best in each.
Packed with interviews and examples from companies like Zappos, Groupon, Southwest Airlines, and Google, Manager 3.0 will help these new managers enhance their
unique talents while developing an effective leadership style all their own.
JUNE 2013 • Management
Paperback • 6 x 9 • 240 pages
U.S. $17.95
BRAD KARSH (Chicago, IL) is President and Founder of JB Training Solutions and JobBound,
companies dedicated to helping professionals succeed. A workplace and generational expert,
he has appeared on CNN, Dr. Phil, and CNBC, and been quoted in The Wall Street
Journal, The New York Times, and USA Today. COURTNEY TEMPLIN (Chicago, IL) is the
Chief Operating Officer at JB Training Solutions, and a Millennial herself. She sits on the
board of the Chicago Society for Human Resource Management, where she leads the
Emerging Leaders Initiative.
Because organizations will be asking
more of their leaders—not less.
Leadership Intelligence
What You Need to Know to Unlock Your Full Potential
John Mattone
Foreword by Marshall Goldsmith, author of The New York Times
bestsellers MOJO and What Got You Here Won’t Get You There
n today’s business environment, leaders at all levels are facing enormous challenges when it comes to achieving and
sustaining breakthrough operating results. Globalization, economic change, more stringent regulation, and tougher governance make realizing shareholder value increasingly difficult.
Leadership Intelligence is written for leaders who want to become
more effective, strategic, operationally focused, and balanced. It
is for leaders who are striving to take control of their destiny
and become the best they can be.
In this groundbreaking book, leadership coach John Mattone—
recently named to the “guru radar” by the prestigious Thinkers
50—taps into his years of experience working with high-achieving professionals to give readers a roadmap for developing and
mastering their executive maturity.
• National business media
• Online campaign
• Co-op advertising available
Supplying three unique tools—the Wheel of Leadership Success,
Map of Leadership Maturity, and the Leadership Enneagram—
the book helps readers calibrate their abilities so they can simultaneously focus on their strengths and address their weaknesses.
The goal is to improve key tactical competencies (such as critical
and strategic thinking, decision-making, talent and team leadership, and communication) and integrate them with equally
important inner traits like values, character, and beliefs in order
to achieve their leadership potential.
Featuring best practices, authoritative research, practical assessments, and enlightening examples of both good and bad leadership, this book equips readers with the knowledge, skills, and
passion they need to become the leaders they were meant to be.
JOHN MATTONE (Longwood, FL) is the president of JohnMattonePartners,
Inc., a global leadership consulting firm. A sought-after keynote speaker and coach to many of America’s leading corporations, he also
teaches in the executive MBA program at Florida Atlantic University
and is the author of Talent Leadership (978-0-8144-3239-6).
MARCH 2013 • Leadership
Hardcover • 6 1/8 x 9 1/4 • 256 pages
U.S. $27.95
Millennials are the crucial consumers of today and tomorrow—and
marketing to them requires a brand new approach.
Marketing to Millennials
Reach the Largest and Most Influential Generation of Consumers Ever
Barkley, Inc., by Jeff Fromm and Christie Garton
he numbers cannot be ignored: eighty million Millennials wielding $200 billion
in buying power are entering their peak earning and spending years. Companies
that think winning their business is a simple matter of creating a Twitter account and
applying outdated notions of “cool” to their advertising are due for a rude awakening.
Marketing to Millennials is both an enlightening look at this generation of consumers
and a practical plan for earning their trust and loyalty. Based on original market research, the book reveals the eight attitudes shared by most Millennials, as well as the
new rules for engaging them successfully. Millenials:
Value social networking and aren’t shy about sharing opinions • Refuse to remain
passive consumers—they expect to participate in product development and marketing • Demand authenticity and transparency • Are highly influential—swaying parents and peers • Are not all alike—understanding key segments is invaluable
JULY 2013 • Marketing
Hardcover • 6 1/ 8 x 91/4 • 224 pages
U.S. $24.95
Featuring expert interviews and profiles of brands doing Millennial marketing right,
this eye-opening book is the key to persuading the customers who will determine the
bottom line for decades to come.
JEFF FROMM (Kansas City, MO) is Executive Vice President at Barkley, with over 25 years’ experience working with major brands including Hallmark, Sears, and PayLess. CHRISTIE GARTON
(Kansas City, MO) is a lawyer, entrepreneur, (and Millennial) whose company, U Chic, has
received national attention.
Don’t settle for service that’s anything less than extraordinary.
Delight Your Customers
7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
Steve Curtin
reat customer service is rare. In fact, one survey found that while 80 percent of
companies described themselves as delivering “superior” service, consumers estimated the number at a mere 8 percent.
The problem, according to service expert Steve Curtin, is actually quite simple. When
asked what their work entails, most employees list the duties and tasks associated
with their position. Very few refer to the true essence of their job, which should be
their highest priority—to create delighted customers who will be less price sensitive,
have higher repurchase rates, and enthusiastically recommend the company or brand
to others. Without this customer focus, all that exists is a transaction—and transactional service does not make a lasting positive impression or inspire loyalty.
JUNE 2013 • Customer Service
Paperback • 6 x 9 • 208 pages
U.S. $17.95
In Delight Your Customers, Curtin reveals three elements common to all exceptional
service experiences. He also makes a compelling case that attention needs to shift
from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed.
Illustrated with real-world stories and examples, this refreshing guide helps readers
everywhere take their customer service from ordinary to extraordinary.
STEVE CURTIN (Denver, CO) spent 20 years with Marriott International. He now runs his own
customer service consulting firm, Steve Curtin, Customer Enthusiast!
Kick your business into high gear with
this fast, fun, pull-no-punches guide.
Do It! Marketing
77 Instant-Action Ideas to Boost Sales,
Maximize Profits, and Crush Your Competition
David Newman
s a small-business owner or solopreneur, you wear many
hats—perhaps the most important of which is marketer.
But these days, with so many new ways to reach customers and
clients and only so much time in the day, it’s hard to know
where to start. Should you be using social media? Email? Blogs?
Video? SEO? Small-business marketing doesn’t have to be a
mystery. It’s just a series of simple decisions (and the action
steps to implement those decisions) that will help you regain
the clarity, confidence, and control you need to succeed.
Do It! Marketing is a quick read and an encouraging kick in the
pants that will reignite your marketing mojo. The underlying
premise is that “only action creates results.” Packed with dothis-now ideas to attract, engage, and win more customers and
clients, this no-nonsense book reveals how to:
• National business print campaign
• Business radio campaign
• Online and social media campaign
• Co-op advertising available
Avoid blah, blah, blah marketing • Use magnetic marketing
strategies that pull—not push—qualified decision-makers
into your world • Get noticed • Position yourself as an expert
• Become the obvious choice in your market • Do social
media right • Zero in on your customers’ pain/gain factors •
Learn to speak their language • Get a steady stream of referrals
• Identify and focus on high-payoff activities • Cultivate and
leverage enthusiastic advocates • And more
Energetic, inspiring, and filled with concrete strategies, tactics,
templates, and tools, Do It! Marketing shows you how to stop
“marketing by accident” and start outsmarting, out-positioning,
and out-executing the competition.
DAVID NEWMAN (Philadelphia, PA) is an acclaimed marketing expert,
popular speaker, and founder of Do It! Marketing whose clients range
from small and solo business owners to Fortune 500 companies, including IBM, Comcast, Microsoft, Accenture, and American Express.
His expertise has been featured in major media including The New
York Times, The Wall Street Journal, Selling Power, Entrepreneur,
Investor’s Business Daily, and Fast Company.
JUNE 2013 • Marketing
Hardcover • 53/4 x 81/ 2 • 240 pages
U.S. $19.95
Results-driven strategies for lead-generation marketing success.
The New Rules of Lead Generation
Proven Strategies to Maximize Marketing ROI
David T. Scott
ead-generation marketing is evolving rapidly, but many companies are still using the same methods they always have. How can a marketer know which leadgeneration tactics will provide them with the best, most actionable leads for their
products or services?
What’s been missing—until now—is a strategic look at how lead-generation tactics
can work together to produce the maximum number of quality leads. In The New
Rules of Lead Generation, marketing expert David T. Scott examines the seven most
successful tactics, including e-mail, direct mail, and search engine marketing; banner and social media advertising; cold calling; and trade shows. He reveals when to
use which tactics, how to use them cost-effectively and get the best results, and how
each tactic has changed in recent years and will continue to evolve in the future.
Readers will also discover how to test new approaches on a limited budget and
how to combine multiple tactics for a more powerful, integrated campaign.
MARCH 2013 • Marketing
Hardcover • 6 1/ 8 x 91/4 • 288 pages
U.S. $24.95
Featuring valuable tools for tracking costs and measuring results, this indispensable
book shows marketers everywhere how to capture the leads they need to help their
companies succeed.
DAVID T. SCOTT (Seattle, WA) has served as a top-tier marketing executive for Fortune 500 com-
panies and billion-dollar enterprises. He is currently the CEO and founder of Marketfish, a
lead-generation marketing company with offices in Seattle and New York.
As a direct sales leader, you get what you want by helping your team
get what they want.
Be a Direct Selling Superstar
Achieve Financial Freedom for Yourself and Others as a Direct Sales Leader
Mary Christensen
irect selling is booming. It’s no surprise when you consider the benefits of launching a direct selling business—low start-up costs, strong earning potential, and a
flexible work schedule. Currently an estimated 15.6 million people are involved in
direct selling in the U.S. alone—and more than 100 million worldwide.
Mary Christensen has empowered and equipped thousands of direct sellers to
succeed, and in her newest book, Be a Direct Selling Superstar, she delivers an allencompassing guide to building, leading, and managing a profitable direct sales
organization. Readers will learn how to:
Set goals • Eliminate self-sabotaging behaviors • Market their products and business opportunity effectively • Communicate persuasively • Build a committed
network of sellers • Be an influential leader • Create a clear roadmap for others to
follow • Inspire and lead a wide range of personalities • Maintain work-life balance
• Manage their time and their money wisely
MARCH 2013 • Marketing / Sales
Paperback • 6 x 9 • 224 pages
U.S. $16.00
For corporate refugees, ambitious entrepreneurs, mompreneurs, and anyone else
looking for a new source of income—this inspiring master plan explains step by step
how to achieve long-term success in direct selling.
MARY CHRISTENSEN (Monterey, CA) is one of the most sought-after speakers on the direct selling cir-
cuit and the author of Be a Network Marketing Superstar (978-0-8144-7431-0), Be a Recruiting Superstar (978-0-8144-0163-7), and Be a Party Plan Superstar (978-0-8144-1651-8).
The persuasion classic—with powerful new insights from behavioral science.
Maximum Influence
The 12 Universal Laws of Power Persuasion
Kurt W. Mortensen • Foreword by Robert G. Allen
alespeople, consultants, managers, executives, entrepreneurs. . .Influence is a crucial tool for absolutely anyone seeking success and prosperity. But how can everyday people actually become more influential? Maximum Influence unlocks the secrets
of the master influencers. Now in an all-new edition, the book combines scientific research with real-world studies, presenting the most authoritative and effective arsenal
of persuasion techniques ever.
Author and renowned expert Kurt Mortensen reveals the 12 Laws of Persuasion, explaining why each law works, how to use it, and what to avoid. You will learn about
the law of dissonance, the law of contrast, the law of expectation—and nine other
proven principles that consciously and unconsciously propel people to act. You will
also discover how to:
Read anyone instantly • Get people to trust you instinctively • Change minds easily
• And convince anyone to give you almost anything
With new case studies and cutting-edge influencing techniques, this is the ultimate
guide to the art and science of getting exactly what you want—when you want.
KURT W. MORTENSEN (Provo, UT) is a leading authority on persuasion, negotiation, and influ-
ence. He offers his speaking, training, and consulting programs nationwide, helping thousands
achieve unprecedented success in business and personal endeavors. He is the author of
Persuasion IQ (978-0-8144-0993-0) and The Laws of Charisma (978-0-8144-1591-7).
JUNE 2013 • Business / Self-Help
Paperback • 6 x 9 • 256 pages
Previous Edition: 978-0-8144-7258-3
U.S. $17.95
Proven strategies for handling any customer crisis.
The Customer Service Survival Kit
What to Say to Defuse Even the Worst Customer Situations
Richard S. Gallagher
Foreword by Carol Roth, bestselling author of The Entrepreneur Equation
he worst customer situations demand more of front-line employees than good
intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis
The Customer Service Survival Kit explains how to use the right words to turn volatile
scenarios into calm and productive customer encounters. Anyone can learn this
delicate art with the book’s blend of clear techniques, lessons from behavioral science,
case studies, situation-specific advice, and practice exercises. Readers will discover:
The power of leaning into criticism • Trigger phrases that can make bad situations
worse • The secret to helping people feel deeply heard in a crisis • How to use
the divide-and-conquer approach to safely deliver bad news • Indispensable
problem-solving tools • How to become immune to intimidation • How to wrap
up transactions so that customers are happy • And more!
Best yet, learning to handle worst-case scenarios has the spillover effect of boosting
the skills and confidence needed to deal effectively with ANY customer—the key
to radical improvements in every organization.
RICHARD S. GALLAGHER (Ithaca, NY) is a former customer support executive, practicing psy-
MARCH 2013 • Customer Service
Paperback • 6 x 9 • 208 pages
U.S. $17.95
chotherapist, and author of several books on customer service and communications skills.
Lead your team to success in the new Sales 2.0 world.
Smart Sales Manager
The Ultimate Playbook for Building and Running
a High-Performance Inside Sales Team
Josiane Chriqui Feigon
nside sales is overtaking field sales—and driving profits! Businesses now rely on it
to generate up to 50% of their revenue. The exploding demand for inside sales
leaders means that top reps are being promoted even if they are unprepared for management. Despite their expertise with traditional techniques, many don’t “get” the
new world of Sales 2.0. They don’t know how to train their teams in social selling,
digital communications, and disruptive content creation, skills that are absolutely
vital in today’s sales environment. The pressure to produce can be crushing, but the
guidance provided has been minimal…until now.
JULY 2013 • Sales
Hardcover • 6 1/ 8 x 91/4 • 272 pages
U.S. $24.95
Smart Sales Manager shows readers how they can lead their inside sales squads to success—from hiring and motivating to training, coaching, and more, including:
Customer 2.0: Selling to the new elusive buyer • Tools 2.0: Choosing the best sales
productivity and intelligence tools for their team • Talent 2.0: Hiring, training, and
retaining inside sales superheroes • Manager’s cheat sheets: Motivational strategies
to salvage deals, engage employees, and boost managerial clout.
Complete with real-life examples and smart sales strategies, this indispensable resource will bring managers up to speed fast.
JOSIANE CHRIQUI FEIGON (San Francisco, CA) is President and Founder of TeleSmart Commu-
nications and a leading expert on inside sales management. She is the author of the popular
book, Smart Selling on the Phone and Online (978-0-8144-1465-1).
The bestselling customer service management book—updated with fresh
examples, new tools, and the latest, cutting-edge ideas.
Managing Knock Your Socks Off Service
Chip R. Bell and Ron Zemke • Illustrations by John Bush
n our increasingly connected world, customer service can make or break a business.
Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and
support frontline employees. Extensively revised with today’s empowered, web-savvy
consumer in mind, Managing Knock Your Socks Off Service shows managers and
supervisors how to:
Find and retain service-oriented people • Understand customer needs, expectations
and desires • Build a service vision • Design a user-friendly service delivery process •
Involve and inspire employees • Recognize and reward good performance
The third edition features new chapters on: learning from lost customers; inciting
passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees
become their company’s biggest asset.
MAY 2013 • Customer Service
Paperback • 6 x 9 • 256 pages
Previous Edition: 978-0-8144-7368-9
U.S. $18.95
CHIP R. BELL is the founder of The Chip Bell Group and author of many popular books
including Wired and Dangerous. His work has been featured in the The Wall Street
Journal, Fortune, USA Today, Fast Company, Business Week and other major media.
RON ZEMKE was founder of Performance Research Associates and considered one of the leaders of the service quality revolution. He was coauthor of the bestselling Knock Your Socks
Off Service series.
When technical know-how just doesn’t cut it…
Emotional Intelligence for Project Managers
The People Skills You Need to Achieve Outstanding Results
Anthony Mersino, PMP
esearch indicates that emotional intelligence (EI) accounts for an astonishing 7080 percent of management success. Technical expertise just isn’t enough anymore:
Project managers need strong interpersonal skills and the ability to recognize emotional cues in order to lead their teams to success.
Emotional Intelligence for Project Managers introduces readers to all facets of EI and
shows how emotions can be leveraged to meet project goals. They’ll learn how to:
Set the tone and direction for the project • Communicate effectively • Motivate,
inspire, and engage their team • Encourage flexibility and collaboration • Deal
productively with stress, criticism, and change • Establish the kind of high morale
that attracts top performers • And more
The second edition includes several expanded sections on self-awareness and selfmanagement, as well as a new chapter on using EI to lead Agile Teams and a close
look at Servant Leadership. Without the people skills necessary to lead effectively,
even the most carefully orchestrated project can fall apart. This indispensable guide
gives project managers the tools they need to create winning teams and get the job
done right and on time.
ANTHONY MERSINO, PMP, PMI-ACP (Chicago, IL) has more than 26 years of project management
experience. He has trained and consulted on Project Leadership and Agile methods for a wide
variety of clients.
JUNE 2013 • Project Management
Paperback • 6 x 9 • 288 pages
Previous Edition: 978-0-8144-7416-7
U.S. $19.95
Engaged employees are excellent employees—
and the public sector today can’t afford anything less.
Engaging Government Employees
Motivate and Inspire Your People to Achieve Superior Performance
Bob Lavigna
overnment employees face enormous challenges today, including being stigmatized as underworked and overpaid. At the same time, they’re being asked to
solve some of our toughest issues: unemployment, security, poverty, and education.
In Engaging Government Employees, Bob Lavigna gives managers the tools they need to
leverage the talents of government’s most important resource: its people. He shows
them how to measure, nurture, and sustain the kind of authentic employee engagement that drives results. With over three decades of experience in public sector HR,
he knows how to get team members passionate about the agency’s mission, and committed to its success. Readers will learn:
Why a highly engaged staff is 20 percent more productive • How to get employees
to deliver “discretionary effort” • How to assess the level of engagement • Why free
pizza and Coke every Friday is not a viable strategy • And more
Drawing on a wealth of empirical evidence, Engaging Government Employees rejects the
typical, one-size-fits-all approach to motivation and shows how America’s largest
employer can apply the science of engagement to dramatically improve performance.
BOB LAVIGNA (Madison, WI) has more than 30 years of experience leading public sector hu-
man capital management organizations, including positions with the state of Wisconsin,
Partnership for Public Service, and the U.S. Government Accountability Office.
JULY 2013 • Management / Government
Hardcover • 6 1/ 8 x 91/4 • 288 pages
U.S. $24.95
A powerful tool kit for transforming an organization through its people.
The Performance Appraisal Tool Kit
Redesigning Your Performance Review Template to Drive
Individual and Organizational Change
Paul Falcone and Winston Tan
well-crafted performance plan has the power to dramatically impact a company’s
bottom line by increasing efficiency and effectiveness in the workplace. This
uniquely practical book provides a customizable appraisal template covering the essential areas of performance and conduct and reveals how you can adapt it to fit varying business strategies. Taking into account factors such as workforce composition,
company growth stage, and organizational goals and challenges, The Performance
Appraisal Tool Kit shows you how to:
Profile ideal employee performance and behavior • Design competencies that
power performance, both at the individual and enterprise level • Drive future
change by setting your organization’s strategic direction • Retool the appraisal as
needed to ratchet up expectations over time
MAY 2013
Management / Human Resources
Paperback • 7 3/8 x 9 1/ 4 • 256 pages
U.S. $21.95
Complete with model performance templates that make redesigning your current
program simpler, this one-of-a-kind guide will help you create a dynamic appraisal
system that’s flexible and adaptable enough to accommodate market changes, revised
priorities, and increasing productivity targets.
PAUL FALCONE (Los Angeles, CA) is an accomplished HR executive who has worked at organi-
zations including Paramount Pictures and Nickelodeon. His books include 2600 Phrases for
Effective Performance Appraisals (978-0-8144-7282-8). WINSTON TAN (Spokane, WA) is a
consultant specializing in human resource performance development and Managing Principal
of InTandem, LLC.
The essential HR overview every manager and small-business owner needs.
The Manager’s Guide to HR
Hiring, Firing, Performance Evaluations, Documentation, Benefits,
and Everything Else You Need to Know
Max Muller
anaging people is a tricky business—and managers and small business owners
need a clear understanding of the essentials of human resources to survive.
The original edition of The Manager’s Guide to HR provided readers with a plainEnglish introduction to the regulations, rights, and responsibilities related to hiring
and firing, benefits, compensation, documentation, performance evaluations, training, and more. But much has changed since then.
Management / Human Resources
Hardcover • 6 1/ 8 x 91/4 • 304 pages
Previous Edition: 978-0-8144-1076-9
U.S. $24.95
Extensively revised, the second edition covers all the key areas and brings readers up
to speed on current developments in employment law, including:
How social media is changing the recruitment landscape • Shifting labor standards
regarding compensation and benefits • The National Labor Relations Board’s stance
on work-related employee speech on social media • The Employee Retirement
Income Security Act • New record-keeping requirements • Amendments to the
Family and Medical Leave Act and the Americans with Disabilities Act • And more
Featuring step-by-step guidance on everything from COBRA compliance to privacy
issues, this trusted resource is now—once again—the most up to date.
MAX MULLER (Overland Park, KS) is an attorney who has specialized in human resources law
for more than 30 years. He has presented thousands of human resources seminars for premier
organizations including the American Management Association.
A guide to buying a company, from initial strategy to successful deal.
Successful Acquisitions
A Proven Plan for Strategic Growth
David Braun
very company faces the inevitable challenge: stagnate or grow. One of the fastest
ways for small- and mid-size companies to expand is through acquisition. Purchasing another company can seem daunting—but when done right, it can deliver
outstanding rewards.
Successful Acquisitions supplies the key information that business leaders need to know
about finding and buying companies. Written by an M&A expert with more than $1
billion in transactions under his belt, the book’s practical and comprehensive approach integrates all the moving pieces into a logical step-by-step process that covers:
The art and science of researching companies • Building and balancing an acquisition team • Valuation tips that look beyond the obvious • The importance of “the
seller’s equation” • Developing a negotiation platform • How to be tough and still
protect the buyer-seller relationship • Guidelines for structuring an airtight deal •
The letter of intent, due diligence, purchase agreement, funding, and other essentials
• Bringing the deal to a timely close • A 100-day plan for making integration a success
It’s all here. From building the foundation to growing the relationships to cementing the deal, Successful Acquisitions is a complete roadmap to buying companies and
achieving proactive strategic growth.
DAVID BRAUN (McLean, VA) is founder and CEO of Capstone Strategic, Inc., a leading M&A
APRIL 2013 • Finance
Hardcover • 6 1/ 8 x 91/4 • 256 pages
U.S. $29.95
consulting firm focusing on the mid-market sector.
Millions of board and audit committee members are vulnerable to
personal liability claims—and don’t even know it.
The Board of Directors and Audit Committee
Guide to Fiduciary Responsibilities
Ten Critical Steps to Protecting Yourself and Your Organization
Sheila Moran and Ronald Kral
ore than three million people serve on boards and audit committees in the
U.S. alone. But huge risks come with these coveted jobs. SEC scrutiny is at an
all-time high, with boards and audit committees now held liable to for acts of fraud
and other corporate malfeasance—even if they had no knowledge of wrong-doing in
the organization.
This essential guide mitigates the risks and dramatically increases the effectiveness of
boards and audit committees by uncovering 10 crucial steps every governing body
should take, including:
Cultivate independence • Build a balanced team • Leverage independent advisors •
Address stakeholder concerns • Direct the external audit • Approach risk proactively
• Spearhead fraud deterrence initiatives • Promote accountability • And more
Comprehensive and practical, this book simplifies complex corporate governance
standards, and helps readers satisfy the requirements of board service while protecting themselves and the organization.
SHEILA MORAN, CPA, CFE (Chicago, IL) is CFO at Professional Power Products and serves on
the faculty of the Association of Certified Fraud Examiners. RONALD KRAL, CPA, CMA, CGMA
JULY 2013 • Business / Finance
Hardcover • 6 1/ 8 x 91/4 • 224 pages
U.S. $34.95
(Las Vegas, NV) is managing partner at public accounting firm, Candela Solutions LLC.
From a trusted name in business, a major new dictionary to every key
term in the field.
The AMA Dictionary of Business and Management
George Thomas Kurian
ow students, instructors, and professionals everywhere can find clear, authoritative, explanations of more than 6,000 key business terms. Prepared by a noted
encyclopedist, The AMA Dictionary of Business and Management covers a vast range of
terminology from all areas of business including management, strategy, finance,
human resources, economics, marketing, sales, insurance, and international business.
The book explains accounting rules, legal terminology, slang and buzzwords, acronyms, management theories, historical figures, economic concepts, performance
metrics, and more—all the crucial ideas that have transformed business practices and
management science in the past 25 years. In addition to concise definitions, this indispensable reference includes longer entries for ideas needing more elaborate explanations, as well as a pronunciation guide for difficult words, special sections on usage,
and a thesaurus of related words.
While quick definitions abound online, The AMA Dictionary of Business and Management supplies the depth and clarity lacking in most “webinitions.” And it includes
thousands of technical terms omitted from even premier unabridged dictionaries.
From Abilene paradox to zero-based budgeting, this is an essential resource for anyone serious about business.
APRIL 2013 • Business / Reference
Hardcover • 71/ 8 x 10 1/ 4 • 304 pages
U.S. $24.95
GEORGE THOMAS KURIAN (Yorktown Heights, NY) is president of the Encyclopedia Society, an
international group of encyclopedists and knowledge builders who have produced more than
61 encyclopedias, dictionaries, atlases, chronologies, and other reference works.
More great reference books from
American Management Association — available now!
Hardcover • $34.95
Hardcover • $29.95
Hardcover • $79.95
Short Discount
Hardcover • $75.00

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