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This book is for anyone who is interested in becoming a leader/manager or who already is in such position. For those seeking such responsibilities or promotion, those just starting out in a leadership position, or those who want to learn new tips and to brush up, my hope is that you will find value in this book. Public service includesbut is not limited toemergency management, emergency medical services, military personnel, fire, first responders, corrections officers, law enforcement, dispatchers / 911 operators, probation and parole officers, transportation, social services, and the list goes on. These servants can be found at the local, state, and federal levels. The principles and concepts in this book are just as useful to those in the private sector who have similar duties as well as volunteer groups. We will go into detail about how to be the best leader you can be. As a caveat, the term leader will mainly be used throughout the book. As you will see, there are differences between leaders and managers, but one key point of this book is that one must strive to be both a leader and a manager.
Book Synopsis The Ultimate Guide to Excellent Public Service Leadership and Management by : Dr. Jeffrey C. Fox
Download or read book The Ultimate Guide to Excellent Public Service Leadership and Management written by Dr. Jeffrey C. Fox and published by Xlibris Corporation. This book was released on 2018-05-01 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is for anyone who is interested in becoming a leader/manager or who already is in such position. For those seeking such responsibilities or promotion, those just starting out in a leadership position, or those who want to learn new tips and to brush up, my hope is that you will find value in this book. Public service includesbut is not limited toemergency management, emergency medical services, military personnel, fire, first responders, corrections officers, law enforcement, dispatchers / 911 operators, probation and parole officers, transportation, social services, and the list goes on. These servants can be found at the local, state, and federal levels. The principles and concepts in this book are just as useful to those in the private sector who have similar duties as well as volunteer groups. We will go into detail about how to be the best leader you can be. As a caveat, the term leader will mainly be used throughout the book. As you will see, there are differences between leaders and managers, but one key point of this book is that one must strive to be both a leader and a manager.
What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
Book Synopsis Managing Service Excellence by : C William Crutcher
Download or read book Managing Service Excellence written by C William Crutcher and published by . This book was released on 2017-12-08 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
This book is for anyone who is interested in learning about terrorism in all its forms. For over four decades I have studied terrorism, trained to deal with it, dealt with it, and taught it as an academic discipline. Over these decades I have seen an already complicated topic become even more difficult to understand. The field of study has grown as the world has gotten smaller. Ask anyone what terrorism is and you will get a myriad of answers. Even in academia the topic has become more convoluted. As with crime, there are many theories espoused as to why one commits terrorism and why terrorism exists. It appears to me that many academics, researchers, policymakers, authors, and journalists in general view this topic with a tainted lens based on their own world view. Some act as apologists for terrorists while often doing so in a subtle manner. Some try to expand the definition and concept well beyond the scope that it should be found. I have students who do this all the time. We seem to be living in an emotion driven society instead of a fact driven one. A relatively new trend is to use the word extremist as a synonym for terrorist. There are several problems with this. First, this creates a net widening effect which lumps those who we disagree with in that net. Second, who gets to decide who or what is extreme? Third, and finally, it waters down and muddies the study of “terrorism”. This does not mean that an extremist might not become a terrorist. Having pointed out the minefield terrorism can be my goal is to offer an academically sound real-world fact-based explanation on terrorism. Terrorism can be a politically charged topic. I ask that as you read this book you check what is written, digest it, and make your own decisions on what you have read. It is highly likely some of your thinking will be challenged. When I began to teach homeland security which includes terrorism, I made a promise to myself that I would never be politically correct. Political correctness is what some terrorists rely on and is one of our worse habits. We will cover several overarching themes. We will look at what terrorism is and is not. We will explore the historical roots of terrorism. We will discuss the causes of terrorism as well as terrorist typologies. Next, we will examine domestic terrorism and international and ethnic terrorism. Then we will dive into religion and terrorism and spend time looking at Islamic terrorism and Jihad. We will examine asymmetric warfare including terrorists’ tactics and weapons of choice. We will discuss terrorist financing an explore counterterrorism.
Book Synopsis The Ultimate Guide to Understanding Terrorism and Counterterrorism by : Dr. Jeffrey C. Fox
Download or read book The Ultimate Guide to Understanding Terrorism and Counterterrorism written by Dr. Jeffrey C. Fox and published by Xlibris Corporation. This book was released on 2021-07-14 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is for anyone who is interested in learning about terrorism in all its forms. For over four decades I have studied terrorism, trained to deal with it, dealt with it, and taught it as an academic discipline. Over these decades I have seen an already complicated topic become even more difficult to understand. The field of study has grown as the world has gotten smaller. Ask anyone what terrorism is and you will get a myriad of answers. Even in academia the topic has become more convoluted. As with crime, there are many theories espoused as to why one commits terrorism and why terrorism exists. It appears to me that many academics, researchers, policymakers, authors, and journalists in general view this topic with a tainted lens based on their own world view. Some act as apologists for terrorists while often doing so in a subtle manner. Some try to expand the definition and concept well beyond the scope that it should be found. I have students who do this all the time. We seem to be living in an emotion driven society instead of a fact driven one. A relatively new trend is to use the word extremist as a synonym for terrorist. There are several problems with this. First, this creates a net widening effect which lumps those who we disagree with in that net. Second, who gets to decide who or what is extreme? Third, and finally, it waters down and muddies the study of “terrorism”. This does not mean that an extremist might not become a terrorist. Having pointed out the minefield terrorism can be my goal is to offer an academically sound real-world fact-based explanation on terrorism. Terrorism can be a politically charged topic. I ask that as you read this book you check what is written, digest it, and make your own decisions on what you have read. It is highly likely some of your thinking will be challenged. When I began to teach homeland security which includes terrorism, I made a promise to myself that I would never be politically correct. Political correctness is what some terrorists rely on and is one of our worse habits. We will cover several overarching themes. We will look at what terrorism is and is not. We will explore the historical roots of terrorism. We will discuss the causes of terrorism as well as terrorist typologies. Next, we will examine domestic terrorism and international and ethnic terrorism. Then we will dive into religion and terrorism and spend time looking at Islamic terrorism and Jihad. We will examine asymmetric warfare including terrorists’ tactics and weapons of choice. We will discuss terrorist financing an explore counterterrorism.
This devotional is designed for those who serve others. Service includes but is not limited to emergency management, emergency medical services, military personnel, firefighters, first responders, law enforcement, dispatchers / 911 operators, transportation workers, social services personnel, emergency volunteers, and the list goes on. These servants can be found at the local, state, and federal levels as well as private citizens, faith-based individuals, and organizations alike. There are many ways and terms used to describe those who serve others. For the purpose of this devotional, we will use the term “responder.” We often hear this term phrased as “first responder.” However, service to others goes beyond the first responder role. Likewise, it is appropriate to use the term “responder” since that is what you are doing. You are responding to the needs of others. You are also responding to God’s call. The devotional is designed to focus on those who serve others.
Book Synopsis The Ultimate Devotional for First Responders and Those Who Serve Others by : Dr. Jeffrey C. Fox
Download or read book The Ultimate Devotional for First Responders and Those Who Serve Others written by Dr. Jeffrey C. Fox and published by Xlibris Corporation. This book was released on 2021-10-18 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: This devotional is designed for those who serve others. Service includes but is not limited to emergency management, emergency medical services, military personnel, firefighters, first responders, law enforcement, dispatchers / 911 operators, transportation workers, social services personnel, emergency volunteers, and the list goes on. These servants can be found at the local, state, and federal levels as well as private citizens, faith-based individuals, and organizations alike. There are many ways and terms used to describe those who serve others. For the purpose of this devotional, we will use the term “responder.” We often hear this term phrased as “first responder.” However, service to others goes beyond the first responder role. Likewise, it is appropriate to use the term “responder” since that is what you are doing. You are responding to the needs of others. You are also responding to God’s call. The devotional is designed to focus on those who serve others.
This book is for anyone who is interested in crisis leadership. The concepts offered apply to anyone whether he or she is a seasoned leader or inspiring new one, for public or private life, for any type of crisis or any type of discipline. This is a comprehensive examination of all aspects of crisis leadership. We will cover several overarching themes. We will look at the skills needed to be an effective crisis leader. We will examine leadership styles, how best to communicate in a crisis, and the human component of a crisis. We will examine the team concept of crisis management. We will look at how leadership can and should function during the prevention, mitigation, preparedness, response, and recovery phases of a crisis. We will examine decision making and problem solving. We consider how we might use after action reporting to enhance future responses or prevent, prepare for, or mitigate crises.
Book Synopsis The Ultimate Guide to Excellent Crisis Leadership by : Dr. Jeffrey C. Fox
Download or read book The Ultimate Guide to Excellent Crisis Leadership written by Dr. Jeffrey C. Fox and published by Xlibris Corporation. This book was released on 2024-04-22 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is for anyone who is interested in crisis leadership. The concepts offered apply to anyone whether he or she is a seasoned leader or inspiring new one, for public or private life, for any type of crisis or any type of discipline. This is a comprehensive examination of all aspects of crisis leadership. We will cover several overarching themes. We will look at the skills needed to be an effective crisis leader. We will examine leadership styles, how best to communicate in a crisis, and the human component of a crisis. We will examine the team concept of crisis management. We will look at how leadership can and should function during the prevention, mitigation, preparedness, response, and recovery phases of a crisis. We will examine decision making and problem solving. We consider how we might use after action reporting to enhance future responses or prevent, prepare for, or mitigate crises.
Now in a completely revised and updated Third Edition, Leadership in Public Organizations provides a compact but complete analysis of leadership for students and practitioners who work in public and nonprofit organizations. Offering a comprehensive review of leadership theories in the field, from the classic to the cutting-edge, and how they relate specifically to the public sector context, this textbook covers the major competency clusters in detail, supported by research findings as well as practical guidelines for improvement. These competencies are graphically portrayed in a leadership action cycle that aids readers in visually connecting theory and practice. Including questions for discussion and analysis and hypothetical scenarios for each chapter, as well as an easily reproducible leadership assessment instrument students may use to apply the theories they’ve learned, this Third Edition also explores: The rise of e-leadership, or the relationship between leadership and information and communication technologies, as well as the role leaders play in selecting those technologies The challenges of nonprofit management leadership, including an extensive case study designed to illustrate the differences between public and nonprofit sector leadership curricula Separate, dedicated chapters on charismatic and transformational leadership; distributed leadership; ethics-based leadership; and power, world cultures, diversity, gender, complexity, social change, and strategy. Leadership in Public Organizations is an essential core text designed specifically with upper-level and graduate Public Administration courses on leadership in mind, but it has also proven an indispensable guidebook for professionals seeking insight into the role of successful leadership behavior in the public sector. It can further be used as supplementary reading in introductory courses examining management competencies, in leadership classes to provide practical self-help and improvement models, and in Organizational Theory classes that wish to balance organizational perspectives with individual development.
Book Synopsis Leadership in Public Organizations by : Montgomery Van Wart
Download or read book Leadership in Public Organizations written by Montgomery Van Wart and published by Routledge. This book was released on 2017-02-17 with total page 581 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in a completely revised and updated Third Edition, Leadership in Public Organizations provides a compact but complete analysis of leadership for students and practitioners who work in public and nonprofit organizations. Offering a comprehensive review of leadership theories in the field, from the classic to the cutting-edge, and how they relate specifically to the public sector context, this textbook covers the major competency clusters in detail, supported by research findings as well as practical guidelines for improvement. These competencies are graphically portrayed in a leadership action cycle that aids readers in visually connecting theory and practice. Including questions for discussion and analysis and hypothetical scenarios for each chapter, as well as an easily reproducible leadership assessment instrument students may use to apply the theories they’ve learned, this Third Edition also explores: The rise of e-leadership, or the relationship between leadership and information and communication technologies, as well as the role leaders play in selecting those technologies The challenges of nonprofit management leadership, including an extensive case study designed to illustrate the differences between public and nonprofit sector leadership curricula Separate, dedicated chapters on charismatic and transformational leadership; distributed leadership; ethics-based leadership; and power, world cultures, diversity, gender, complexity, social change, and strategy. Leadership in Public Organizations is an essential core text designed specifically with upper-level and graduate Public Administration courses on leadership in mind, but it has also proven an indispensable guidebook for professionals seeking insight into the role of successful leadership behavior in the public sector. It can further be used as supplementary reading in introductory courses examining management competencies, in leadership classes to provide practical self-help and improvement models, and in Organizational Theory classes that wish to balance organizational perspectives with individual development.
Truly global in scope and ambition, The 21st Century Public Manager addresses key trends, challenges and opportunities facing public managers across contexts and regimes. This accessible and timely textbook aims to inspire students of public management in rethinking their roles, skills and values as they enter a VUCA world - one characterized by volatility, uncertainty, complexity and ambiguity. Grounded in the latest empirical evidence, but translated to the operating environment of the 21st century public manager, it looks beyond Western settings and perspectives to serve the global market of programs and schools in public management, public administration and public policy. Insightful and comprehensive, this book makes for the perfect introduction for students interested in the theories, practices and functions of public management. -- from back cover.
Book Synopsis The 21st Century Public Manager by : Zeger van der Wal
Download or read book The 21st Century Public Manager written by Zeger van der Wal and published by Red Globe Press. This book was released on 2017-03-31 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Truly global in scope and ambition, The 21st Century Public Manager addresses key trends, challenges and opportunities facing public managers across contexts and regimes. This accessible and timely textbook aims to inspire students of public management in rethinking their roles, skills and values as they enter a VUCA world - one characterized by volatility, uncertainty, complexity and ambiguity. Grounded in the latest empirical evidence, but translated to the operating environment of the 21st century public manager, it looks beyond Western settings and perspectives to serve the global market of programs and schools in public management, public administration and public policy. Insightful and comprehensive, this book makes for the perfect introduction for students interested in the theories, practices and functions of public management. -- from back cover.
Discover the latest insights in organization theory from a comprehensive and masterful volume Understanding and Managing Public Organizations, 6th Edition provides readers with an authoritative reference for scholars, masters, and doctoral students in public management and public affairs programs in the United States and other nations. The 6th Edition of Understanding and Managing Public Organizations presents the latest research and insights from organization and management theory and their application to public organizations and the people in them. The book expands coverage from previous editions about organizational goals, performance and effectiveness, strategy, decision-making, structure and design, organizational change, operating environments, individuals and groups, motivation and work-related attitudes, leadership, teamwork, and more. Authors and professors Hal Rainey, Sergio Fernandez, and Deanna Malatesta provide new and expanded coverage of such topics as The context and distinctive character of public and nonprofit organizations, including expanded coverage of "publicness" and of the legal context including "state action" Performance management, measurement, organizational effectiveness, and managing for high performance Representative bureaucracy, workforce diversity, and performance Communication and information technology Employee engagement and empowerment, intrinsic motivation, self-determination theory, public service motivation, and positive organizational behavior—resilience, self-efficacy, optimism, and hope Recent developments in theory and thought on leadership, including authentic leadership, shared leadership, servant leadership, and integrated leadership Design and process topics including red tape and green tape, administrative burdens, and organizational routines Theoretical perspectives such as behavioral theory of decision making, resource dependence theory, and others, and their implications for public and nonprofit organizations Advances in theory and practice about rapid developments in collaborative governance, organizational networks, partnerships, and contracting Since the book is used in courses for students in numerous public affairs programs, this new edition updates the Instructor’s Guide, with new and revised PowerPoint slides, cases, exercises, and discussion and examination questions These materials, with the topics in the chapters, are designed to address the learning outcomes required by NASPAA accreditation requirements Belonging on the shelf of scholars and students in public affairs, as well as anyone interested in public management or organization theory, this new edition of Understanding and Managing Public Organizations provides an advanced and comprehensive enhancement to a widely used and compelling series of previous editions.
Book Synopsis Understanding and Managing Public Organizations by : Hal G. Rainey
Download or read book Understanding and Managing Public Organizations written by Hal G. Rainey and published by John Wiley & Sons. This book was released on 2021-06-22 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the latest insights in organization theory from a comprehensive and masterful volume Understanding and Managing Public Organizations, 6th Edition provides readers with an authoritative reference for scholars, masters, and doctoral students in public management and public affairs programs in the United States and other nations. The 6th Edition of Understanding and Managing Public Organizations presents the latest research and insights from organization and management theory and their application to public organizations and the people in them. The book expands coverage from previous editions about organizational goals, performance and effectiveness, strategy, decision-making, structure and design, organizational change, operating environments, individuals and groups, motivation and work-related attitudes, leadership, teamwork, and more. Authors and professors Hal Rainey, Sergio Fernandez, and Deanna Malatesta provide new and expanded coverage of such topics as The context and distinctive character of public and nonprofit organizations, including expanded coverage of "publicness" and of the legal context including "state action" Performance management, measurement, organizational effectiveness, and managing for high performance Representative bureaucracy, workforce diversity, and performance Communication and information technology Employee engagement and empowerment, intrinsic motivation, self-determination theory, public service motivation, and positive organizational behavior—resilience, self-efficacy, optimism, and hope Recent developments in theory and thought on leadership, including authentic leadership, shared leadership, servant leadership, and integrated leadership Design and process topics including red tape and green tape, administrative burdens, and organizational routines Theoretical perspectives such as behavioral theory of decision making, resource dependence theory, and others, and their implications for public and nonprofit organizations Advances in theory and practice about rapid developments in collaborative governance, organizational networks, partnerships, and contracting Since the book is used in courses for students in numerous public affairs programs, this new edition updates the Instructor’s Guide, with new and revised PowerPoint slides, cases, exercises, and discussion and examination questions These materials, with the topics in the chapters, are designed to address the learning outcomes required by NASPAA accreditation requirements Belonging on the shelf of scholars and students in public affairs, as well as anyone interested in public management or organization theory, this new edition of Understanding and Managing Public Organizations provides an advanced and comprehensive enhancement to a widely used and compelling series of previous editions.
In good times and bad, in the different situations of renewal, crisis, and chronic resource constraints, the strategic leadership of public services is crucial. Good leaders are essential in helping the public sector to adapt and solve ‘wicked’ problems, and they are also integral to the reform and modernization of public governance. This new edition of Strategic Leadership in the Public Sector continues to provide insights into useful approaches and techniques for strategic leaders, looking at: what is expected of leaders competency frameworks leadership theories techniques and processes of strategic leadership leading strategic change the strategic state emerging leadership challenges. Replete with real-world case studies and examples, and including new material from the USA, Canada, Australia, Europe and India, plus an appendix with practical worksheets, the book gives students a truly international outlook on the subject and offers a clear understanding of the significance of leadership, strategic management and public services reform. This textbook represents essential reading for postgraduate students on public management degrees and aspiring or current public managers.
Book Synopsis Strategic Leadership in the Public Sector by : Paul Joyce
Download or read book Strategic Leadership in the Public Sector written by Paul Joyce and published by Taylor & Francis. This book was released on 2016-09-01 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: In good times and bad, in the different situations of renewal, crisis, and chronic resource constraints, the strategic leadership of public services is crucial. Good leaders are essential in helping the public sector to adapt and solve ‘wicked’ problems, and they are also integral to the reform and modernization of public governance. This new edition of Strategic Leadership in the Public Sector continues to provide insights into useful approaches and techniques for strategic leaders, looking at: what is expected of leaders competency frameworks leadership theories techniques and processes of strategic leadership leading strategic change the strategic state emerging leadership challenges. Replete with real-world case studies and examples, and including new material from the USA, Canada, Australia, Europe and India, plus an appendix with practical worksheets, the book gives students a truly international outlook on the subject and offers a clear understanding of the significance of leadership, strategic management and public services reform. This textbook represents essential reading for postgraduate students on public management degrees and aspiring or current public managers.
Governments on both sides of the Atlantic have committed to introducing agile change management for faster results with cheaper implementation at lower risk. The first hands-on guide is designed to help public sector leaders reap the rewards of agile methods, based on the latest national and international research.
Book Synopsis Agile Project Management for Government by : Brian Wernham
Download or read book Agile Project Management for Government written by Brian Wernham and published by Maitland and Strong. This book was released on 2012 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Governments on both sides of the Atlantic have committed to introducing agile change management for faster results with cheaper implementation at lower risk. The first hands-on guide is designed to help public sector leaders reap the rewards of agile methods, based on the latest national and international research.
