Audiobooks by Ron Zemke

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Generations at Work: Managing the Clash of Boomers, Gen Xers, and Gen Yers in the Workplace

Annoyed with your workmates and flustered with your staff? Don't understand how they think, act, and communicate-especially the twentysomethings who ask questions all the time and want confirmation that they're doing great? All these difficult people may be nothing more than diverse demographics. Friction among Traditionalists, Boomers, Xers, and Millennials has spiked, as four distinct generations are tossed side by side, cubicle by cubicle-and nobody speaks the same language. Generations at Work offers a refreshing way to root out the causes of workplace clashes and bridge the generational gaps. Now updated to include the Millennial newcomers to the workplace, the book serves as both a sweeping overview of generational differences and a solutions-based managerial guide to molding each group into loyal employees who work effectively with everyone, from tech-savvy, high-needs young people to conformist, hardworking seniors. Packed with original research and eye-opening insights, you'll find explanations of what makes each generation tick, key phrases and tactics for motivating each, best practices from companies with generations-friendly cultures, in-depth interviews highlighting problems and solutions, a field guide for mentoring Millennials-and many more valuable tools for turning today's multigenerational workforce into an organizational asset.

Bob Filipczak, Claire Raines, Ron Zemke (Author), Joe Geoffrey, Joe Jefferys (Narrator)

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Managing Knock Your Socks Off Service

Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, this audiobook gives readers practical, proven ways to: Find and retain service-oriented people Get to know customers intimately Build a service vision Train and coach Create and maintain a service-management process that aligns people, systems, and customers Involve and empower employees Recognize and reward good performance Filled with examples from service standard-setters, such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.

Chip R. Bell, David Zielinski, John Bush, Ron Zemke (Author), Sean Pratt (Narrator)

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Working with Jerks

Most of us have to work with jerks at one time or another. Zemke describes different kinds of jerks and tells how to get along with them, especially if the jerk is your boss. Most of us have to work with jerks at one time or another. Zemke describes different kinds of jerks and tells how to get along with them, especially if the jerk is your boss.

Ron Zemke (Author), Liane Hansen (Narrator)

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