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“People
Styles at Work”
Making
bad relationships good and good relationships better
Dorothy
Grover-Bolton and Robert Bolton
Paperback - 176 pages
(June 1995)
AMACOM; ISBN: 0814477232
People do business with
people they like and trust and in this increasingly competitive
environment, the quality of our business relationships is more important
than ever.
What makes
“People Styles at Work” a worthwhile text is that firstly it won’t
take long to read (just a weekend will be enough), and secondly that the
authors take a practical and down to earth approach to what is often very
theoretical and difficult to apply.
The book is divided into
two parts. Part 1 explains a model for profiling personalities that
enables you to gain crucial insights into yourself and the many people you
have to interact with.
Part 2 provides
step-by-step guidelines for applying those insights, allowing you to
create more pleasant and productive relationships with clients. There is
also a very useful section, which describes what you can do to relate
better to different types of people.
Managing People in Professional Practices
Anne Radford
Professional Service Firms are full of experts - solicitors and barristers who are legal experts, accountants who are financial experts and surveyors who are construction experts. Yet it is likely in many firms that these experts will have responsibility for managing people without having had the necessary training in management development or interpersonal skills.
Anne Radford's book "Managing People in Professional Practices", is a practical no nonsense text that places people management within a client relationship management and business development context.
Of the five very readable chapters, in this Institute of Personnel & Development publication, Chapter 3 is devoted to valuable practical examples that clearly identify best practice options for effective communication and people management.
Case Studies cover:
· Quality
· Multi-disciplinary Teams
· Empowering People through Training
· Coaching
· Preparing for Partnership
· Assessing Performance
· Internal Communication
· Investors in People
The author stresses that internal communication is just as important as external client focused communication and that in a profession where people are key to "product delivery", proactive communication and good management practices are essential.
 The One-to-One Future
Don Peppers & Martha Rogers
Paperback - 464 pages
(23 May, 1996)
Piatkus Books; ISBN: 0749914920
"One of the bibles of new marketing" Business Week
This text by Don Pepper & Martha Rogers argues a compelling case for building long lasting individualised business relationships whilst selling more products and services to fewer customers/clients.
One-to-One marketing is about developing a differentiated "share of customer strategy." To implement such a strategy you will need to ask:
· Which clients are your most valuable ones and why?
· Which ones will give you more business by referring others to you?
· Which of your current clients are not worth working with at all?
· Which prospects would you most like to convert to clients?
· What types of clients do you consider real prospects?
Do you treat clients differently? Are your relationships based on individual customer needs or are they service or product driven? Technology is helping us to record and assess more and more client information on which to base our judgements. The thinking behind this book has changed the way many organisations are now approaching their customer/client base.
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