The Management Training Tool Kit

35 Exercises to Prepare Managers for the Challenges They Face Every Day

The Management Training Tool Kit

Author: Alan Clardy, Ph.D.
Pub Date: June 2012
Print Edition: $34.95
Print ISBN: 9780814431146
Page Count: 240
Format: Paper or Softback
e-Book ISBN: 9780814432242

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Table of Contents

Contents

Acknowledgments

Using the Cases in This Book

Case Report Worksheet

Analyzing a Case: A General Strategy

Case Analysis Guidelines Worksheet

Case Issues Index

The 35 Case Studies

1  How Come They Make More Than I Do?

2  “She’s a Smart Enough Broad”

3  Improving Performance in Business Services

4 “Looney Tunes on Parade”: Part 1—Getting Started on

the Right (or Left?) Foot

5  “Looney Tunes on Parade”: Part 2—Kicking into Gear

6  “Looney Tunes on Parade”: Part 3—A Time for Action

7  Mary Corey

8  Shipping and Receiving

9  They Came from Docu-Max

10  He’s Just Not the Same

11  Special Checking Is Handed a Loss

12  Beverly Comes Full Circle

13  It Was Really So Simple

14  Pain in Claims

15  Don’t Let Her Get Behind You

16  Kathy’s Temper

17  Forgetting Claims

18  Answering the Phone

19  Good News, Bad News: Part 1—The $15.00 Mistake

20  Good News, Bad News: Part 2—Judy, Judy, Judy

21  Good News, Bad News: Part 3—The Storm Breaks

22  Conflict in Customer Service

23  Don’t Let an Old Flame Die

24  The Contradiction of Business

25  Problems Behind the Counter

26  Wanted: Good Secretary

27  Another Staff Meeting

28  The Case-in-Case Analysis

29  A “No” in the Field

30  Buddy Jefferson

31  A Wet Pain in the Neck

32  “Well, Excuuuse Me!”

33  The “B” Is Back

34  Who’s Telling the Truth?

35  A Leadership Challenge

Appendixes

A  Managerial/Supervisory Pre-Training Planning Sheet

B  The Management Style Inventory

C  Self-Inventory of Managerial Responsibilities

Index 199

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