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Author: Chris DeRose
Publisher: Penguin
ISBN: 1101561718
Category : Business & Economics
Languages : en
Pages : 277
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Book Description
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Author: Chris DeRose
Publisher: Penguin
ISBN: 1101561718
Category : Business & Economics
Languages : en
Pages : 277
Get Book Here
Book Description
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Author: Steven Van de Walle
Publisher: Springer
ISBN: 3030040585
Category : Political Science
Languages : en
Pages : 277
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Book Description
This book explores the social dynamics of the interaction between inspectors and their inspectees in the public sector. Government inspectors have a crucial role in enforcing rules and standards. The role of inspectors has changed. Their task is no longer to merely inspect and enforce, but also to educate, to negotiate, and to make compromises. Their decisions come about as a result of an interaction with inspectees: Do I punish or do I let go? Do I negotiate or do I issue a fine? Do I believe what this inspectee is telling me? Using insights from public administration, regulation and sociology, this book looks at the daily work of a diverse group of inspectors such as tax inspectors, veterinary inspectors, school inspectors, environmental inspectors or health inspectors.
Author: Steven Williams Maynard-Moody
Publisher: University of Michigan Press
ISBN: 047202387X
Category : Political Science
Languages : en
Pages : 240
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Book Description
Whether on a patrol beat, in social service offices, or in public school classrooms, street-level workers continually confront rules in relation to their own beliefs about the people they encounter. Cops, Teachers, Counselors is the first major study of street-level bureaucracy to rely on storytelling. Steven Maynard-Moody and Michael Musheno collect the stories told by these workers in order to analyze the ways that they ascribe identities to the people they encounter and use these identities to account for their own decisions and actions. The authors show us how the world of street-level work is defined by the competing tensions of law abidance and cultural abidance in a unique study that finally allows cops, teachers, and counselors to voice their own views of their work. Steven Maynard-Moody is Director of the Policy Research Institute and Professor of Public Administration at the University of Kansas. Michael Musheno is Professor of Justice and Policy Studies at Lycoming College and Professor Emeritus of Justice Studies, Arizona State University.
Author: Noel M. Tichy
Publisher: Penguin
ISBN: 9781591841531
Category : Business & Economics
Languages : en
Pages : 412
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Book Description
"A first collaboration by two acclaimed leadership advisors presents a definition of leadership that focuses on one's ability to make the right call in spite of high stakes and limited information, in a guide that explains how to develop judgment skills through a three-step process."--Publisher.
Author: Richard Sakwa
Publisher: Bloomsbury Publishing
ISBN: 0857724371
Category : Political Science
Languages : en
Pages : 370
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Book Description
The unfolding crisis in Ukraine has brought the world to the brink of a new Cold War. As Russia and Ukraine tussle for Crimea and the eastern regions, relations between Putin and the West have reached an all-time low. How did we get here? Richard Sakwa here unpicks the context of conflicted Ukrainian identity and of Russo-Ukrainian relations and traces the path to the recent disturbances through the events which have forced Ukraine, a country internally divided between East and West, to choose between closer union with Europe or its historic ties with Russia. In providing the first full account of the ongoing crisis, Sakwa analyses the origins and significance of the Euromaidan Protests, examines the controversial Russian military intervention and annexation of Crimea, reveals the extent of the catastrophe of the MH17 disaster and looks at possible ways forward following the October 2014 parliamentary elections. In doing so, he explains the origins, developments and global significance of the internal and external battle for Ukraine.With all eyes focused on the region, Sakwa unravels the myths and misunderstandings of the situation, providing an essential and highly readable account of the struggle for Europe's contested borderlands.
Author: Max Taylor
Publisher: Routledge
ISBN: 1000481247
Category : Political Science
Languages : en
Pages : 235
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Book Description
This book provides a unique insight into the ethical issues and dilemmas facing practitioners and researchers of terrorism and counterterrorism. Ethics play a central if, largely, unrecognised role in most, if not all, issues relevant to terrorism and political violence. These are often most noticeable regarding counterterrorism controversies, while often virtually absent from discussions about academic research practice. At a minimum, ethical issues as they relate to terrorism have rarely been explicitly addressed in a direct or comprehensive manner. The chapters in this edited volume draws on the experience of both practitioners and researchers to explore how a regard to ethical issues might influence and determine research and practice in counter terrorism, and in our understanding of terrorism. Ethics and Terrorism recognizes that there are conflicting and often irreconcilable perspectives from which to view terrorism and terrorism research. In calling for greater attention to these issues, the goal is not to resolve problems, but to explore and clarify the assumptions and dilemmas that underpin our understanding of the personal, institutional and societal ethical boundaries and constraints around terrorism and responses to it. This book will be of value to practitioners and researchers, and to policy makers and the broader interested community. The chapters in this book were originally published as a special issue of the journal Terrorism and Political Violence.
Author:
Publisher:
ISBN:
Category : Law
Languages : en
Pages : 1164
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Book Description
Includes the decisions of the Supreme Courts of Massachusetts, Ohio, Indiana, and Illinois, and Court of Appeals of New York; May/July 1891-Mar./Apr. 1936, Appellate Court of Indiana; Dec. 1926/Feb. 1927-Mar./Apr. 1936, Courts of Appeals of Ohio.
Author: American Bar Association. House of Delegates
Publisher: American Bar Association
ISBN: 9781590318737
Category : Law
Languages : en
Pages : 216
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Book Description
The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Author:
Publisher:
ISBN:
Category : Law reports, digests, etc
Languages : en
Pages : 1148
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Book Description
Author: Guénaël Mettraux
Publisher:
ISBN: 0198860099
Category : History
Languages : en
Pages : 961
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Book Description
This authoritative manual on the law of international crimes discusses in detail crimes against humanity, and its relationship to other international crimes. It is an invaluable tool for academics and researchers, as well as legal practitioners, who will be able readily to identify relevant legal standards and precedents.
