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Reputation and the "Golden Rule"
Leggett, Brian O'ConnorTechnical Note DPON-20-ELeadership and People ManagementYou may ask how are we to conduct ourselves where meaning and perception are often ambiguous, in a market place where people are ambitious and often aggressive? How can we build and maintain a good reputation in such an environment? One way is to observe the Golden Rule as a minimum standard for our behaviour. Because the Golden Rule as a minimalist standard has emerged in almost every civilised society, it can be categorised as universal and a u...Starting at €8.20
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Queue Management: Methodology for Basic Queue Analysis
Lago, Alejandro; Martínez de Albéniz, VictorTechnical Note PN-441-EService and Operations ManagementThis technical note gives a brief account of the methodology for dealing with stochastic queue problems in an analytic way. It is intended to be a guide for the reader to follow the process step by step. This document complements technical note PN-427 which gives a more detailed description of queue phenomena.Starting at €8.20
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The Languages of Influence
Leggett, Brian O'ConnorTechnical Note DPON-58-EKnowledge and CommunicationUnderstanding other peoples' languages will give us an enormous advantage, as it will help us to know what language to use, and how they feel, and what they need most. It will help us to empathize with them. It will help us to speak to them and understand their replies. We all speak, according to William Isaacs, an MIT researcher and author, a combination of three different languages: the language of "feeling," "meaning" and "action" (or "power")...Starting at €8.20
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Politeness: A Strategy or Beginnings of Virtue
Leggett, Brian O'ConnorTechnical Note DPON-56-ELeadership and People ManagementAndré Comte-Sponville in his excellent book, Great Virtues, says that "Without politeness we would have to be virtuous to become virtuous." Comte-Sponville continues by telling us that "Morality starts at the bottom - with politeness. But it has to start somewhere." Politeness is that pretence of virtue from which virtues arise. So we must first acquire the appearance and manner of "good" and then imitate it. It is from this that we gradually dev...Starting at €8.20
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A Communication Perspective of Charismatic Leadership
Leggett, Brian O'ConnorTechnical Note DPON-31-ELeadership and People ManagementHas the term charismatic personality lost its lustre, and, in effect, had its day? Probably it has lost much of its glitter, but it is sure to remain with us as long as it helps us to explain why some people are able to offer visionary leadership when difficult situations demand it. In effect, charismatic leadership has three dimensions: its compelling vision, the person, and the situation. It is about the link between these three dimensions. In ...Starting at €8.20
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St. Martin's Hospital
Leggett, Brian O'Connor; Binford, A.Case L-2-ELeadership and People ManagementThis case concerns a hospital in Berkley, California where the informal lines of communication have broken down. The human resources manager must recreate a wonkable informal communication network and raise the commitment level of the staff.Starting at €8.20
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Introduction to Oral Presentations, An
Leggett, Brian O'ConnorTechnical Note LN-4-EKnowledge and CommunicationThere are four main qualitites required in business communications - correctness, reability, thought and appropriateness. Each one of these qualities is important in itself but if the content is faulty it will make little difference whether or not the piece of writing is readable, grammatically correct or appropriately presented.Starting at €8.20
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Brief English Grammar Resume, A
Leggett, Brian O'ConnorTechnical Note LN-7-EKnowledge and CommunicationThis short grammar resume is a companion to the written Managerial Communications material.Starting at €8.20
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Allianz: The Iberian Project
Lago, Alejandro; Moscoso, PhilipCase P-1107-EInnovation and Change, Leadership and People Management, Service and Operations ManagementIn December 2007, the Allianz Group created a special taskforce to study the possible integration of the subsidiaries in Spain and Portugal. The different alternatives to be analyzed ranged from a complete merger of the two companies to sharing only some key back-office operations. Although companies in both countries had similar products and structures, their operational philosophies were rather different, since Spain had decentralized many acti...Starting at €8.20
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Gestión de colas: Metodología básica para el análisis de colas
Lago, Alejandro; Martínez de Albéniz, VictorTechnical Note PN-441Service and Operations ManagementEsta nota técnica describe resumida la metodología para tratar de manera analítica y aproximada problemas de colas estocásticas. La nota es una guía para que el lector pueda seguir el procedimiento paso a paso. El documento complementa la nota técnica PN-427, donde se puede encontrar una descripción más detallada de los fenómenos de colas.Starting at €8.20