AMA
Playbook

Communication

In business, superior communication skills can make or break you. For the up and comer who needs information fast, check out AMA’s collection of sample conversations, phrases, worksheets, and advice including how to broach difficult topics, ensure conflict remains constructive, and get customers for life.

what are assumptions

AMA Answers: Are All Assumptions Bad?

By | Posted Jun 5, 2013

The first rule of critical thinking is to question your assumptions. But what are assumptions and are they all bad? Faculty member Haywood Spangler sheds light on these questions.

not in charge

Not in Charge? Persuasive Techniques for Better Decisions

By | Posted Jun 4, 2013 | 1 Comment

Not in charge? You can still help your team make great decisions with these 3 powerful persuasion techniques by Don Maruska.

lifetime value of a customer

How Do You Value Your Customer?

By | Posted Jun 3, 2013 | 1 Comment

Is there one ultimate measure of performance? The lifetime value of a customer trumps all other measures. For almost every business, using almost any business model, Customer Lifetime Value (clv) provides more insight than any other single measure.

how to say no

How to Say No: The Key to Time Management

By | Posted May 30, 2013

In order to get things done, you often have to say no to things you don’t have time for. Many people have trouble learning how to say no. Sometimes we see our task as ‘‘telling them no in such a way that they aren’t upset and they still like me.’’ But this is an almost impossible task because, if you are trying to manage another person’s reaction, you may end up losing sight of what’s important to you.

get things done

5 Steps to Get Things Done Now!

By | Posted May 29, 2013 | 2 Comments

Does your “to do” list overwhelm you because you need to get things done urgently? In those moments your stress feels like it’s rising inside of you. But you can stop yourself from getting on the survival cycle with these five steps…

big data

3 Views of Holistic Performance Measurement Using Big Data

By | Posted May 23, 2013

Big data now allows you to go beyond traditional key performance indicators (kpi) that focus only on financial performance. While financial measures will always be the ultimate measures of success, using them to manage on a daily basis focuses an organization on the past. This creates a lagging mindset. How do you focus on now to create financial success in the future?

cope with stress

Cope With Stress Productively

By | Posted May 22, 2013 | 2 Comments

How can you cope with stress productively? Here’s a five-step process from Dr. Nicole Lipkin to help you transform how you deal with stress.

difficult people

Break Through to “Difficult People”

By | Posted May 9, 2013 | 4 Comments

Dealing with people can be hard if they are angry, difficult, or upset. How do you reach someone when they are no longer listening? Here are 5 ways to break through to difficult people…

customer service experience

Anticipate Your Customer’s Next Move

By | Posted May 7, 2013 | 1 Comment

What makes for the best customer service experience? How can you provide proactive customer service? Actively hone your employee’s ability to recognize and respond to customer needs…

networking with authenticity

Authenticity: 4 Steps to Unlocking the Power of Networking

By | Posted Apr 25, 2013

Networking can be stressful, unless you realize that being authentic is the key to creating a network that will boost your career. How can you incorporate authenticity into the way you network? Here are four tips on networking with authenticity:

big data

Customer Metrics: Don’t Fail to Ask These 3 Questions

By | Posted Apr 24, 2013 | 3 Comments

What are the key performance indicators (kpi) you miss using only traditional metrics? While you probably have massive amounts of traditional enterprise data, you won’t get the complete picture without looking at new customer metrics. Social media and mobile technology create massive amounts of new and valuable “big” data. The challenge for leaders: mining this data to get the most meaningful information.

presenting an idea to the team

3 Signs You Need to Show More Support When Presenting Ideas

By | Posted Apr 23, 2013 | 1 Comment

When presenting an idea to the team you shouldn’t voice an opinion until your team has had a chance to express their point of view. Otherwise you can limit conversation and valuable feedback from team members. A big exception to that is when you are unrolling a strategic initiative. How do you know whether you should speak up? Here are three tips for determining whether to frame a new idea when introducing it to the team…

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