La m diation en entreprise 4e d Faciliter le dialogue G rer les conflits Favoriser la coop
La médiation en entreprise est une méthodologie d'acompagnement faite d'écoute et d'interventions qui permet de restaurer la communication, de faciliter la négociation et de gérer les conflits. Elle peut être préventive ou curative, mais toujours, elle implique de comprendre ce qui se joue réellement (ressorts du conflit, enjeux de la négociation...) et d'identifier les situations propices à sa mise en oeuvre. Cet ouvrage propose un cadre conceptuel et une méthodologie d'intervention pour la médiation en entreprise, illustré de nombreux exemples de conflits d'entreprise. Cette 4e édition, entièrement remise à jour, propose de nouveaux développement sur des sujets tels que la médiation et les Risques Psychosociaux, la médiation et le droit et apporte de nouveaux exemples de médiations complexes.
Explorations and Encounters in French
"With a title derived literally from the explorations of the French in the Pacific and metaphorically from classroom encounters with another culture - both of which form important subsections to the volume - Explorations and Encounters in French actively seeks to unite those fields of enquiry sometimes seen as separate, namely, culture and language. The essays selected for inclusion in Explorations and Encounters in French bring together many of the current research strands in French Studies today, tapping into current pedagogical trends, analysing contemporary events in France, examining the Franco-Australian past, while reviewing teaching practice and the culture of teaching. Collectively, the essays reflect the common engagement with language, culture and society that characterizes the community of French teachers and scholars in Australia and abroad."--University of Adelaide Press webpage.
The Triumph of Emptiness
The book views the contemporary economy as an economy of persuasion, where firms and institutions assign resources to rhetoric, image, and reputation rather than production of goods and services. It examines critically phenomena such as the knowledge society, consumption, higher education, organizational change, professionalization, and leadership.
Service Profit Chain
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Dunant s Dream
Chronicles the history of the Red Cross, from its nineteenth-century humanitarian origins to the complex moral dilemmas it has faced in the twentieth-century
The Rise of the Creative Class
Richard Florida A été écrit sous une forme ou une autre pendant la plus grande partie de sa vie. Vous pouvez trouver autant d'inspiration de The Rise of the Creative Class Aussi informatif et amusant. Cliquez sur le bouton TÉLÉCHARGER ou Lire en ligne pour obtenir gratuitement le livre de titre $ gratuitement.
Seven Complex Lessons in Education for the Future
Examines fundamental problems often overlooked or neglected in education. These problems are presented as "seven complex lessons" that should be covered in an education of the future in all societies in every culture, according to means and rules appropriate to those societies and cultures.
Victims and Restorative Justice
Restorative justice aims to address the consequences of crime by encouraging victims and offenders to communicate and discuss the harm caused by the crime that has been committed. In the majority of cases, restorative justice is facilitated by direct and indirect dialogue between victims and offenders, but it also includes support networks and sometimes involves professionals such as police, lawyers, social workers or prosecutors and judges. In theory, the victim is a core participant in restorative justice and the restoration of the harm is a first concern. In practice, questions arise as to whether the victim is actively involved in the process, what restoration may entail, whether there is a risk of secondary victimisation and whether the victim is truly at the heart of the restorative response, or whether the offender remains the focal point of attention. Using a combination of victimological literature and empirical data from a European research project, this book considers the role and the position of the victim in restorative justice practices, focusing on legislative, organisational and institutional frameworks of victim-offender mediation and conferencing programmes at a national and local level, as well as the victims’ personal needs and experiences. The findings are essential reading for academics and students engaged in the study of justice, victimology and law. The publication will also be valuable to policymakers and professionals such as social workers, lawyers and mediators.
Private irrigation in Sub Saharan Africa regional Seminar on Private Sector Participation and Irrigation Expansion in Sub Saharan Africa Accra Ghana 22 26 October 2001
Only 4 percent of arable land in sub-Saharan Africa is irrigated, using just 2 percent of the available water resources. Furthermore, 18 percent of the area equipped for irrigation is not utilized at all and the intensity of use varies between 50 percent and 80 percent. This highlights the huge potential available for intensifying and expanding irrigated area, provided that the investments required can be successfully mobilized. However, it must be noted that if investments in irrigation are to yield satisfactory returns, investments must also be made in a series of related activities. Current global figures for the amount of private investment in irrigation confirm that good returns can indeed be achieved. Prospects for sub-Saharan Africa would be far more favorable if public development assistance, particularly foreign direct investments, did not show declining trends.
Divorce and Family Mediation
Building on the success of their groundbreaking 1988 Divorce Mediation, Folberg et al. now present the latest state-of-the-art, comprehensive resource on family and divorce mediation. Paving the way for the field to establish its own distinct discipline and academic tradition, this authoritative volume offers chapters contributed by leading mediation researchers, trainers, and practitioners. Detailed are the theory behind mediation practice, the contemporary social and political context, and practical issues involved in mediating divorce and custody disputes with contemporary families. Authors also address intriguing questions about professional standards and where the field should go from here. A groundbreaking resource, this volume is indispensable for all mental health and legal professionals working with families in transition.