Full Description
Management gets the credit for successes and takes the blame for failures whether it was their fault, the fault of staff, or a system failure. In this book, the reader is presented with analysis and insights on a range of case studies that represent real-world success and failure within different sectors of the transport industry.
It illustrates strategies that have worked and reveals why; it compares actions taken by organizations to those they should have taken in the circumstances. Valuable lessons are learned and tools are provided to ensure that positive outcomes are achieved in the future. Uncovering the reasons for strategy successes and failures that led to "The Good, The Bad and The Ugly", the book's case studies cover a range of challenging situations including a large international tragedy, workplace issues such as sexual harassment, discrimination and abuse, taxpayer waste, CEO misspeak, maltreatment of customers, domestic tragedy, and communication strategies that say too little, too late. Alongside these are remarkable success stories that similarly offer valuable lessons. With Tavlin's analysis and insights, many from first-hand experience, the reader can readily develop their own strategies and techniques. The book additionally features templates that could have been used in each situation and can be used across many companies/industries for specific scenarios such as ethics, harassment, tragedy and more. It unveils twenty-five techniques of communication usable for all businesses to avoid the mistakes of others, providing readers with the exact language to use.
Written directly for all interested and responsible professionals within aviation, railroads, governments, cruise, travel insurance, hospitality/customer service, investigation, and other associated sectors, this book will also find a broader international readership because the lessons are so transferable.
Contents
1. Brick by Brick: Lay the Foundation for a Successful Management Strategy - The 3 - 6 - 4 Method 2. 25 Keys That Unlock the Door to Triumphant Communication: The Techniques at the Core of Many Managers' Success or Failure 3. A Tale of Two Airlines: Malaysia MH 370 vs. Indonesia AirAsia QZ 8501 4. Federal Managers Impose Harassment and Abuse: Employees' and Taxpayers Pay the Price 5. Amtrak Management's Successful Strategy: Following the Rules to Stay on Track 6.Cruising for Life or Death: Offloaded in Africa 7. When It's Good It's Very, Very Good: When Common Sense Makes Sense 8. When Bad Takes Priority: The Resulting Aftermath 9. When Bad Turns Ugly: The Self-Inflicted Disaster
