Let Me Speak to the Manager! - Boland, Daniel M.

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Résumé :
Once your customer asks to speak to the manager, your business is on the line and your reputation is at risk. If you do not handle the situation sensitively, it's all downhill from there. Let Me Speak to the Manager! teaches how to keep customers from reaching the point of total frustration. Dr. Boland presents an in-depth explanation of how a manager's influence and leadership can change employee attitudes. The key to avoiding unpleasant events is to make sure they do not occur. Let Me Speak to the Manager! teaches how to work with salespeople, employees, and customers.

Biographie:
DANIEL M. BOLAND, Ph. D., has master's degrees in Theology and in Education, a doctorate in Psychology, and three years of post-doctoral work in human behavior, group processes, and applied behavioral science. He taught, supervised, and counseled at the University of Notre Dame and Arizona State University. He opened a private consulting practice in Scottsdale, Arizona, eventually moving to Southern California in 1981. For more than fifty years, Dr. Boland counseled many individual clients and provided consulting services and seminars in ethics and leadership. His clients included businesses and religious institutions, government agencies and organizational leaders, attorneys and law firms. Dr. Boland published in several professional journals. His workbook A Talent for Ethics was used by a number of corporations and associations. His professional affiliations include life membership in the American Psychological Association. He has also been a member of the American Psychology-Law Society, the Society for Business Ethics, the Association for Practical and Professional Ethics, the World Future Society, and the Society for the Psychological Study of Social Issues. With decades of experience in academics, organizational leadership, and family life, Dr. Boland now studies and writes about the moral and psychological issues which erode the influence of Judeo-Christian principles, beliefs, and practices in American culture and life. He also maintains his blog, Away With Words, at drdanboland.com.