Suggested Reading
Customer Service and SEM
— AACRAO’s Basic Guide to Enrollment Management – Craig Westman, 2005
— Award-Winning Customer Service – Renee Evenson, 2007
— Creating a Service Culture in Higher Education – Mario C. Martinez, 2013
— Delivering and Measuring Customer Service – Richard D. Hanks, 2008
— Essentials of Enrollment Management – Jim Black, 2004
— Handbook of Strategic Enrollment Management – Don Hossler, Bob Bontrager, 2015
— Lead with Your Customer – Mark David Jones, J. Jeff Kober, 2010
— Motivating Customer Service Employees – Customer Service Newsletter, 2008
— Perfect Phrases for Customer Service – Robert Bacal, 2005
— Your Customer is the Star – Micah Solomon, 2014
Leadership and Change Management
— The Culture Engine – S. Chris Edmonds, 2014
— Diagnosing & Changing Organizational Culture – Kim S. Cameron, Robert, E. Quinn, 2011
— The Discomfort Zone – Marcia Reynolds, 2014
— The Effective Executive – Peter F. Drucker, 2006
— The Fifth Discipline: Art and Practice of the Learning Organization – Peter Senge, 1990
— Leadership Skills – Peter Barron Stark, Jane Flaherty, 1999
— Managing for Outcomes – Wayne Sigler, 2007
— Strategic Storytelling – Dave McKinsey, 2014
— Why Motivating People Doesn’t Work and What Does – Susan Fowler, 2014
Training
— Accelerated Learning Handbook – Dave Meier, 2000
— Louder Than Words: Harness the Power of your Authentic Voice – Todd Henry, 2015
— Strategic Storytelling – Dave McKinsey, 2014
— Training from the Back of the Room – Sharon L. Bowman, 2009
— #Workout: Games, Tools & Practices to Engage People – Jurgen Appelo, 2014
Competency-Based Assessment
— Competency-Based Human Resource Management – David Dubois, 2004
— Competency-Based Performance Reviews – Robin Kessler, 2008
— Competency-Based Training Basics – William J. Rothwell, James M. Grabber, 2010
— Competency Development Guide – Workitect, 2012
— Competency Mapping & Assessment (Design a Model) – Vignan Cheruku, 2013
— Mastering Competency-Based Assessment – Phil Rutherford, 2013
— Needs Assessment for Organizational Success – Roger Kaufman, 2013
— A Practical Guide to Needs Assessment – Catherine Sleezer, 2014
— Writing Competency Standards That Work – Phil Rutherford, 2013
Gathering the Data
— The Back of the Napkin: Solving Problems and Selling Ideas – Dan Roam, 2013
— Unfolding Napkin: Hands-on Method for Solving Complex Problems – Dan Roam, 2013
— Beautiful Evidence – Edward Tufte, 2006
— Envisioning Information – Edward Tufte, 1990
— Getting Control of Big Data – Harvard Business Review, October 2012
— Naked Statistics: Stripping the Dread from the Data – Charles Wheelan, 2013
— Now You See It: Simple Visualization Techniques – Stephen Few, 2009
— The Visual Display of Quantitative information – Edward Tufte, 2001
— Visual Explanations: Images & Quantities, Evidence & Narrative – Edward Tufte, 1997
Mindfulness
— Mindfulness: 8-Week Plan for Finding Peace in a Frantic World – Mark Williams, 2012
— Mindfulness in Plain English: 20th Anniversary Edition – Henepola Gunaratana, 2011
— Mindfulness for Beginners: Reclaiming the Present Moment – Jon Kabat-Zinn, 2011
— The Power of Now – Eckhart Tolle, 2004