Customer centricity is fundamental to business growth and ongoing success. Most executives appreciate the importance of it yet don't know how to execute it or sell the processes internally. This thoroughly revised edition of Breaking Through guides readers systematically through the ten breakthrough points of implementation, to explain how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with ...

Essential guide for those who wish to unlock their potential as a professional trainer. Learn how to develop your confidence, conquer your fear of public speaking and refine your skills. Train the Trainer gives guidance on each stage of the Training Cycle, i.e. identifying training needs, designing training, delivering training and evaluating training; presents good training practice; explains the importance and relevance of different kinds of learning, including experiential and task-base...

The U.S. healthcare system is now spending many millions of dollars to improve "patient safety" and "inter-professional practice." Nevertheless, an estimated 100,000 patients still succumb to preventable medical errors or infections every year. How can health care providers reduce the terrible financial and human toll of medical errors and injuries that harm rather than heal? Beyond the Checklist argues that lives could be saved and patient care enhanced by adapting the re...

Crew (or Cockpit) Resource Management training originated from a NASA workshop in 1979 that focused on improving air safety. The NASA research at that time found the primary cause of the majority of aviation accidents to be human error, and further showed the main problems to be failures of interpersonal communication, leadership, and decision making in the cockpit. By the time of publication of our first editon of CRM, was celebrated as the convergence of a concept, an attitude and a very...

The Aviation Instructor’s Handbook is a world-class educational reference tool developed and designed for ground instructors, flight instructors, and aviation maintenance instructors. This information-packed handbook provides the foundation for beginning instructors to understand and apply the fundamentals of instructing. It also provides aviation instructors with detailed, up-to-date information on learning and teaching, and how to relate this information to the task of conveying...

Understand Applied Psychology shows how basic psychological processes are relevant to everyday situations and contexts. From education to occupational psychology, this book provides a comprehensive look at psychology in almost every area of day-to-day living. It covers 18 different areas of applied psychology, explaining how psychologists work in the community as a whole and how psychology is applied to working life and broader aspects of living. The book also includes well-developed but u...

Resilience engineering has since 2004 attracted widespread interest from industry as well as academia. Practitioners from various fields, such as aviation and air traffic management, patient safety, off-shore exploration and production, have quickly realised the potential of resilience engineering and have became early adopters. The continued development of resilience engineering has focused on four abilities that are essential for resilience. These are the ability a) to respond to what ha...

In healthcare settings, the term ‘mentorship’ is normally used to describe the supervision of a pre-registration student by a qualified practitioner. Mentorship can be very formal or relatively informal. It can also be practised differently in particular locations, settings and healthcare professions.This clear, concise book transcends professional and geographical boundaries in order to focus on the essential characteristics of effective mentorship. It will therefore be useful to a very wide...

Feedback is a crucial element of teaching, learning and assessment. There is, however, substantial evidence that staff and students are dissatisfied with it, and there is growing impetus for change.Student Surveys have indicated that feedback is one of the most problematic aspects of the student experience, and so particularly in need of further scrutiny. Current practices waste both student learning potential and staff resources. Up until now the ways of addressing these problems ...

Auditing Organizational Communication is a thoroughly revised and updated new edition of the successful Handbook of Communication Audits for Organizations, which has established itself as a core text in the field of organizational communication. Research studies consistently show the importance of effective communication for business success. They also underscore the necessity for organizations to put in place validated techniques to enable them to systematically measure ...

The world of learning and teaching is at a watershed; confronted by challenges to previous educational models. One learning future lies in impactful, purposeful, active online activities, or ‘e-tivities’, that keep learners engaged, motivated, and participating. Grounded in the author’s action research, E-tivities, 2nd Edition assuredly illustrates how technologies shape and enhance learning and teaching journeys.In this highly practical book, Gilly Salmon maintains her ex...

Traditional project management approaches assume that project contexts are unchanging and key factors, though complicated, are reducible to unambiguous elements for management and control. Whilst this assumption has simplified the task for writers and educators, it is increasingly being recognised that these techniques do not work in projects which may be described as complex (due to their size, technical difficulties, conflicting environmental and political constraints or poorly understoo...