The Facilitator Excellence Handbook
The Facilitator Excellence Handbook

Author: Fran Rees

Publisher: John Wiley & Sons

Published: 2005-07-08

Total Pages: 422

ISBN-13: 0787979805

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This is the thoroughly revised and updated edition of the best-selling The Facilitator Excellence Handbook. Written for both new and experienced facilitators, the second edition of The Facilitator Excellence Handbook offers a comprehensive guide for understanding the full range of skills, processes, and knowledge needed to become an effective facilitator. The book addresses a variety of facilitation opportunities, challenges, and problems and also contains A variety of verbal and nonverbal facilitation techniques Step-by-step facilitation processes and tools Information on how to facilitate conflict resolution in groups and how to facilitate difficult situations Instructions for designing and leading group work Examples of how various levels of facilitator competency are called for in different types of groups Techniques for facilitating meetings, teams, virtual teams, and organization-wide projects Discussions on the art of facilitating and what makes a great facilitator

Unleashing Excellence
Unleashing Excellence

Author: Dennis Snow

Publisher: John Wiley & Sons

Published: 2009-11-16

Total Pages: 261

ISBN-13: 0470503807

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A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Enterprise Excellence Handbook: A Step-by-Step Guide to Success
Enterprise Excellence Handbook: A Step-by-Step Guide to Success

Author: Rod Baxter

Publisher: Lulu.com

Published: 2016-08-26

Total Pages: 438

ISBN-13: 1329653076

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The second edition of Enterprise Excellence Handbook is a step-by-step guide to success designed for leaders and practitioners. It is organized in five major sections describing strategy, culture, project management, problem solving, and workshop facilitation. It is a must-have resource that will guide you in creating immediate and sustainable value for your organization. This Handbook includes: Strategy Driven for Success to define, deploy, and achieve strategic objectives; Cultural Engagement for Success to create an engaged and high-performing culture; Project Management for Success to complete projects within budget and on time; Problem Solving for Success to eliminate the root cause and implement a sustainable solution; Workshop Facilitation for Success to efficiently and effectively facilitate fast-paced events - problem-solving workshops and other types of workshops. With the purchase of this handbook, the reader has access to a downloadable file containing all templates referenced in the book.

The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition
The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition

Author: Russell T. Westcott

Publisher: Quality Press

Published: 2013-10-07

Total Pages: 513

ISBN-13: 0873898613

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This handbook is a comprehensive reference source designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with the technological and societal concerns of the new millennium. The content of this fourth edition has been revised to reflect a more current global perspective and to match the updated Body of Knowledge (BoK) of ASQ’s Certified Manager of Quality/Organizational Excellence (CMQ/OE). In order to provide a broad perspective of quality management, this book has specifically been written to address: • Historical perspectives relating to the evolution of particular aspects of quality management, including recognized experts and their contributions • Key principles, concepts, and terminology relevant in providing quality leadership, and communicating quality needs and results • Benefits associated with the application of key concepts and quality management principles • Best practices describing recognized approaches for good quality management • Barriers to success, including common problems that the quality manager might experience when designing and implementing quality management, and insights as to why some quality initiatives fail • Guidance for preparation to take the CMQ/OE examination. Organized to follow the BoK exactly, throughout each section of this handbook the categorical BoK requirements associated with good quality management practices for that section are shown in a box preceding the pertinent text. These BoK requirements represent the range of content and the cognitive level to which multiple-choice questions can be presented. Although this handbook thoroughly prepares individuals for the ASQ CMQ/OE exam, the real value resides in post-exam usage as a day-to-day reference source for assessing quality applications and methodologies in daily processes. The content is written from the perspective of practitioners, and its relevance extends beyond traditional product quality applications.

The ASQ Certified Manager of Quality/Organizational Excellence Handbook
The ASQ Certified Manager of Quality/Organizational Excellence Handbook

Author: Sandra L Furterer

Publisher: Quality Press

Published: 2021-01-25

Total Pages: 555

ISBN-13: 1951058070

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This handbook is a comprehensive reference designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with today’s technological and societal concerns. The fifth edition of the ASQ Certified Manager of Quality/Organizational Excellence Handbook (CMQ/OE) has undergone some significant content changes in order to provide more clarity regarding the items in the body of knowledge (BoK). Examples have been updated to reflect more current perspectives, and new topics introduced in the most recent BoK are included as well. This handbook addresses: • Historical perspectives relating to the continued improvement of specific aspects of quality management • Key principles, concepts, and terminology • Benefits associated with the application of key concepts and quality management principles • Best practices describing recognized approaches for good quality management • Barriers to success, common problems you may encounter, and reasons why some quality initiatives fail • Guidance for preparation to take the CMQ/OE examination A well-organized reference, this handbook will certainly help individuals prepare for the ASQ CMQ/OE exam. It also serves as a practical, day-to-day guide for any professional facing various quality management challenges.

Facilitator's Guide to Participatory Decision-Making
Facilitator's Guide to Participatory Decision-Making

Author: Sam Kaner

Publisher: John Wiley & Sons

Published: 2011-03-10

Total Pages: 363

ISBN-13: 111804701X

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"The best book on collaboration ever written!" —Diane Flannery, founding CEO, Juma Ventures And now this classic book is even better—much better. Completely revised and updated, the second edition is loaded with new tools and techniques. Two powerful new chapters on agenda design A full section devoted to reaching closure More than twice as many tools for handling difficult dynamics 70 brand-new pages and over 100 pages significantly improved

Mastering Facilitation: 7 Principles & 1 Law
Mastering Facilitation: 7 Principles & 1 Law

Author: Victor Chandrawira

Publisher: M&C!

Published: 2020-03-30

Total Pages: 180

ISBN-13: 623030113X

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Meetings are not always effective. No clear agenda, no participation from the audience, and no decision after hours of meeting - these are just few things contributing to an ineffective meeting. Imagine you are the leader of the meeting - would you let this happen? Leading a meeting is about progressing towards a decision making, to come to a conclusion of what to do next. Aside from a clear agenda of why a meeting is needed, those in the room have their role to play. As participants, their ideas and thoughts do matters to the objective of the meeting. Leading a meeting is about facilitating the thinking process and communication among all participants, including yourself. If you agree with this statement, then this book is for you!

The Facilitator's Fieldbook
The Facilitator's Fieldbook

Author: Thomas Justice

Publisher: AMACOM Div American Mgmt Assn

Published: 2012

Total Pages: 482

ISBN-13: 0814420087

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Loaded with procedures, checklists, guidelines, samples, and templates, The Facilitator's Fieldbook covers all the key areas of successful team management, including establishing ground rules, planning meetings and agendas, brainstorming, resolving conflict, making decisions, and helping groups optimize their time. The completely revised third edition of this longtime go-to resource for novice and experienced facilitators provides new team-building exercises as well as updated information on virtual meetings, mediation, strategic planning, and much more. You'll also gain tips on maintaining the tone and flow of meetings, and will learn to determine when to delegate projects to individuals rather than assembling a group. Collaborative projects have become an increasingly prevalent feature of modern business strategies and workplace dynamics. But intentional, strategic facilitation is essential to making sure these groups and teams are effective. The Facilitator's Fieldbook provides readers the comprehensive tools and knowledge they need to help their teams--and, ultimately, their organizations--succeed.

The Project Meeting Facilitator
The Project Meeting Facilitator

Author: Tammy Adams

Publisher: John Wiley & Sons

Published: 2015-03-17

Total Pages: 165

ISBN-13: 1119120217

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Have you ever been involved in a project that didn’t require a meeting? Neither have we. Well-run project meetings allow teams to get through the maze of distractions and obstacles to achieve results. Unfortunately, many project meetings aren’t well-run—they are viewed, by team members, as unproductive, tedious, wastes of precious time. But you can change that. The Project Meeting Facilitator contains practical techniques and practices that will help you facilitate our meetings more effectively, transforming them into well-planned, well-managed journeys that engage the team while achieving the intended goals.

Collaborative Problem Solving
Collaborative Problem Solving

Author: Lawrence A. Machi

Publisher: Corwin Press

Published: 2024-05-21

Total Pages: 199

ISBN-13: 1071946668

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Engage your school communities in collaboratively solving your biggest problems Schools are complex places where problems come in all shapes and sizes, and where decisions impact students’ lives. Leading groups in solving these problems sometimes can be a daunting task. Collaborative Problem-Solving outlines a process to help veteran and new leaders alike to create thoughtful, organized, and collaborative solutions for the simple to the most difficult problems they face. Rooted in theory, this comprehensive guide presents a seven-step process that addresses all types of problems. Each chapter outlines the tasks and procedures required to successfully navigate each step, while providing helpful analogies and illustrations, alongside common foibles and fumbles leaders should avoid. Additional features include: An explanation of participatory problem-solving Prerequisites for successful collaboration and rules for collaborative leaders "Task Cue Cards" that offer facilitation lesson plans to approach each step in the process A "Problem Solver’s Toolbox" that covers meeting designs, roles, communication strategies, and more An annotated guide for further reading, providing a wealth of additional information and resources Practical and relevant, this book is a user-friendly manual for school leaders seeking to employ a problem-solving process that works so that they and their teams can feel confident their efforts will result in a successful resolution.