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Services Marketing: An Interactive Approach
by Raymond P. Fisk Stephen J. Grove Joby JohnServices Marketing: An Interactive Perspective, fourth edition, focuses on the interactive nature of service experiences. Services are special kinds of experiences that occur when service organizations and their customers interact face-to-face or at long distances. This book explores the interactive aspects of services that create customer experiences.
Services Marketing Issues in Emerging Economies
by Atanu AdhikariThis book would enable students, academics and practitioners to develop a thorough understanding on how to address service marketing issues and problems in a variety of settings in emerging economies. This book would also give them the background necessary to think through different elements of service marketing in emerging markets by comparing and contrasting with developed economies. This book will describe the component of service marketing, including service mix, service development, consumer behavior, customer assessment, service communication, role of electronic channel and channel management, service chain, pricing and similar topics. Chapters of the book will focus on creating, communicating and delivering customer value to emerging market consumers through several service marketing strategies, processes and programs in the context of markets dynamics, consumer diversity, and competitors. By way of illustrating various actual business situations, this book will help students, academics and practitioners to build necessary skills to take service marketing decisions in emerging economies. This book would be relevant for students of postgraduate programs of full time MBA, post graduate diploma in management, and executive post graduate programs and doctoral programs to develop a critical understanding of the business scenarios and service marketing strategies in emerging economies.
Services Marketing Management
by Peter Mudie Angela PirrieServices Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements.This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity.Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world.A web based lecturer resource accompanies the text.
Services of General Economic Interest in EU Competition Law: Striking a Balance Between Non-economic Values and Market Competition (Legal Issues of Services of General Interest)
by Lei ZhuThis book provides a comprehensive examination of the interaction between Services of General Economic Interest (SGEI) and EU competition law, covering in particular Article 106 of the Treaty on the Functioning of the European Union (TFEU) and state aid rules. It also takes the telecommunications, postal service and transport sectors as case studies, taking into account the technological, economic and political backgrounds to these sectors.The area of SGEI has undergone fundamental developments over the past three decades and the most recent changes in the Lisbon Treaty, recognizing SGEI as a shared value and granting explicit competence to the EU, mark its constitutional significance. The key issue is how to balance economic values underlying competitive markets and non-economic public service values such as universal access to essential services. The essence of the question is the relationship between the market and the state. This controversial issue is addressed through a critical analysis of a number of landmark EU Court judgments and Commission decisions over the decades.Offering a clear appreciation of the evolution of the EU regulatory framework on SGEI that lays out the limits and boundaries within which the Member States define, organize and fund SGEI, the book is particularly aimed at academics with a research interest in the interaction between public services and EU competition law, but as it also demonstrates clearly how the application of EU competition law has transformed the public utilities sectors, it will be of interest to law makers, legal professionals and policy makers as well.Dr. Lei Zhu is a Research Associate at the Institute of International Law at Wuhan University in Wuhan, China. He studied at the Institute for Competition & Procurement Studies of the Bangor University Law School in Wales, United Kingdom, where he obtained his PhD in law in 2015.
Services of General Interest Beyond the Single Market
by Markus KrajewskiThis is the first book ever to assess comprehensively the impact of EU international agreements on services of general interest. Services of general interest remain high on the political and legal agenda of the European Union. However, the debates about the impact of EU law on services of general interest usually focus on internal market law such as the free movement of services, competition law, state aid rules and the law of public procurement. The external and international dimensions of the European legal framework for services of general interest are often overlooked. This book addresses the impact of international trade and investment agreements on public services and the role these services play in EU external relations. It shows that the inherent tension between establishing and securing undistorted competition on markets and the logic of public services exists in international economic law in a similar way as in EU internal law. Given the contentiousness of international trade and investment agreements as well as the EU's external policies, the issues discussed in this volume are timely and relevant and contribute to the ongoing debate about the future of services of general interest in the EU with fresh ideas and perspectives. Markus Krajewski is Professor of Public and International Law at the University of Erlangen-Nuremberg, Germany.
Services Offshoring and its Impact on the Labor Market
by Deborah WinklerServices - from information technology to research to finance - are now as subject to international trade as goods have been for decades. What are the labor market consequences of the recent surge in services offshoring? While offshoring has traditionally been found to affect only less-skilled workers in industrialized countries, this study finds that services offshoring also has negative consequences for high-skilled workers. Focusing on the case of Germany, Deborah Winkler shows how services offshoring has grown, who is most affected and what policy makers can do. Winkler measures the impact of services offshoring on German productivity, employment, and employment structure. She provides a well-balanced synthesis of theoretical insights, detailed empirical analysis, and economic policy recommendations. Although her main focus is on the case of Germany, many insights are also applicable to other developed countries.
Services Trade and Development: The Experience of Zambia
by Aaditya Mattoo Lucy PaytonSome see trade in services as irrelevant to the development agenda for least developed countries (LDCs). Others see few benefits from past market openings by LDCs. This book debunks both views. It finds that serious imperfections in Zambia's reform of services trade deprived the country of significant benefits and diminished faith in liberalization. What is to be done? Move aggressively and consistently to eliminate barriers to entry and competition. Develop and enforce regulations to deal with market failures. And implement proactive policies to widen the access of firms, farms, and consumers to services of all kinds. These lessons from Zambia are applicable to all LDCs. In all this, international agreements can help. But to succeed, LDCs mustcommit to open markets and their trading partners must provide assistance for complementary reforms. Zambia, which leads the LDC group at the World Trade Organization, can show the way.
Services Unbound: Digital Technologies and Policy Reform in East Asia and Pacific
by World BankServices are a new force for innovation, trade, and growth in East Asia and Pacific. The dramatic diffusion of digital technologies and partial policy reforms in services—from finance, communication, and transport to retail, health, and education—is transforming these economies. The result is higher productivity and changing jobs in the services sector, as well as in the manufacturing sectors that use these services. A region that has thrived through openness to trade and investment in manufacturing still maintains innovation-inhibiting barriers to entry and competition in key services sectors. Services Unbound: Digital Technologies and Policy Reform in East Asia and Pacific makes the case for deeper domestic reforms and greater international cooperation to unleash a virtuous cycle of increased economic opportunity and enhanced human capacity that would power development in the region.
Servicio al cliente en un nuevo mundo
by Gabriel Vallejo LopezCómo generar experiencias memorables en sectores estratégicos de la economía El 25 de marzo de 2020 se dio la orden de iniciar el confinamiento en todo Colombia. Toda nuestra vida cambió de manera dramática e intempestiva. Incertidumbre. Prohibiciones. Restricciones. Escasez. Parálisis. La pandemia mundial fue un escenario de adaptación y aprendizaje que me permitió reflexionar sobre los cambios que estaban operando en el día a día de hombres y mujeres en el mundo y las nuevas realidades que aterrizarían como resultado del fenómeno. ¿Y los clientes?, ¿y el servicio?, ¿y esa pasión por vivir en pro de los demás?, ¿y las empresas y sus proveedores?, ¿y la multinacional?, ¿y el pequeño negocio de la esquina?, ¿y la famiempresa de la que dependen todos sus miembros? Esas fueron algunas de las inquietudes que nacieron como consecuencia de tan drástica pero necesaria determinación. "Una serena y juiciosa inmersión me llevó a examinar cómo se afectarían los hábitos de los clientes durante y después del confinamiento; cuáles serían pasajeros y cuáles llegarían para quedarse. Fruto de este ejercicio de análisis surgió este libro. En un largo y profundo recorrido de investigación, entrevistas y cifras, nos sumergimos en los ocho sectores clave y estratégicos de la sociedad: infraestructura, banca y seguros, comercio, hotelería y turismo, restaurantes, salud, transporte y logística. Esta obra presenta, de manera concreta, cuáles fueron las estrategias de las empresas de diversos sectores para enfrentarse a una situación para la cual no estábamos preparados, y, de manera particular, veremos cómo esta coyuntura generó nuevas dinámicas de servicio al cliente".- Gabriel Vallejo López
Servicio con pasión: 7 casos exitosos de servicio al cliente en América Latina
by Gabriel Vallejo Lopez Fernando Sánchez ParedesAnálisis de algunos de los casos más importantes de servicio al cliente en América Latina El servicio es fundamental para asegurar la fidelidad de los clientes. Sin embargo, este razonamiento no parece favorecer la experiencia de los usuarios, que a diario deben enfrentarse con situaciones donde la amabilidad, el respeto y la celeridad no sobresalen. ¿Por qué es tan difícil prestar un buen servicio? En este libro los autores destacan las estrategias en servicio al cliente que han llevado a cabo 7 compañías en América Latina y revelan los secretos de por qué se convirtieron en referentes de buen servicio en el mundo. El restaurante Andrés Carne de Res, el Helm Bank y la cadena de Almacenes La 14, en Colombia; la cadena de hamburguesas peruana Bembos; la distribuidora de combustibles de Chile, Copec; 123Seguro, de Argentina, y el hotel Rosewood San Miguel de Allende, en México, son las empresas exaltadas, gracias a que sus servicios se enfocaron en los clientes y no en la búsqueda desenfrenada de utilidades.
Serving a Wired World: London's Telecommunications Workers and the Making of an Information Capital (Berkeley Series in British Studies #17)
by Katie Hindmarch-WatsonIn the public imagination, Silicon Valley embodies the newest of the new—the cutting edge, the forefront of our social networks and our globally interconnected lives. But the pressures exerted on many of today’s communications tech workers mirror those of a much earlier generation of laborers in a very different space: the London workforce that helped launch and shape the massive telecommunications systems operating at the turn of the twentieth century. As the Victorian age ended, affluent Britons came to rely on information exchanged along telegraph and telephone wires for seamless communication: an efficient and impersonal mode of sharing thoughts, demands, and desires. This embrace of seemingly unmediated communication obscured the labor involved in the smooth operation of the network, much as our reliance on social media and app interfaces does today.Serving a Wired World is a history of information service work embedded in the daily maintenance of liberal Britain and the status quo in the early years of the twentieth century. As Katie Hindmarch-Watson shows, the administrators and engineers who crafted these telecommunications systems created networks according to conventional gender perceptions and social hierarchies, modeling the operation of the networks on the dynamic between master and servant. Despite attempts to render telegraphists and telephone operators invisible, these workers were quite aware of their crucial role in modern life, and they posed creative challenges to their marginalized status—from organizing labor strikes to participating in deviant sexual exchanges. In unexpected ways, these workers turned a flatly neutral telecommunications network into a revolutionary one, challenging the status quo in ways familiar today.
The Serving Leader
by Ken Jennings John Stahl-WertThe Serving LeaderFive Powerful Actions to Transform Your Team, Business, and Community, 10th Anniversary Edition, Revised and ExpandedIt's people who make organizations great, so how can leaders best help their people achieve that greatness? As Ken Jennings and John Stahl-Wert show in this new edition of their bestseller, you can't just demand greatness--you have to inspire it. The most effective leaders don't just stand in front of their people, they stand behind them too. As one of the characters in the book notes, "You qualify to be first by putting other people first." This concept sounds paradoxical, but it leads to extraordinary outcomes--and The Serving Leader shows precisely how and why.While Jennings and Stahl-Wert use a compelling fictional story to outline the basics of Serving Leadership, all the characters in it are based on real people, the organizations depicted are based on real organizations--and the results they achieved are what really happened. This edition features a new foreword by Ken Blanchard, a new introduction, and a new chapter checking back in with Mike, the main character, to see what he has learned in the twelve years since he embraced Serving LeadershipOn one level this is the most practical guide available to implementing Serving Leadership; on a deeper level, it is a book about the personal journey of growth that real leadership requires. Great organizations are great because they're filled with people who freely choose to do their very best. It's a maddeningly simple concept yet stunningly hard to execute. Jennings and Stahl-Wert show leaders how to earn that kind of commitment.
The Serving Leader: 5 Powerful Actions That Will Transform Your Team, Your Business, and Your Company
by Ken Jennings John Stahl-Wert Ken BlanchardA unique and practical action approach to servant leadership-a popular and widely espoused concept that figures prominently in the writings of Ken Blanchard, Peter Senge, Stephen Covey, Peter Block, and many others * Uses a compelling story format with highly sympathetic characters to make servant leadership accessible to a wide audience At a time of increasing concern about ethics at the top, The Serving Leader makes the case for an approach to leadership that is both more moral and more effective than the ruthless, anything-for-the-bottom-line approach that has brought disgrace-and often ruin-to many once-mighty organizations. Serving leaders lead by serving others, not by using them. As one of the characters in the book notes, A leader qualifies to be first by putting other people first. It sounds paradoxical, but it works-and The Serving Leader shows precisely how and why. While The Serving Leader uses a parable to outline the basics of servant leadership, all the people in it are based on real people, the organizations depicted are based on real organizations-and the results they achieved are what really happened. Ken Jennings and John Stahl-Wert use an engaging and moving story about an estranged son, his dying father, and a remarkable group of innovative leaders in business, volunteer organizations, and civic groups to illustrate five pragmatic principles of servant leadership. On one level The Serving Leader is the most practical guide available to implementing servant leadership; on a deeper level, it is a book about the personal journey of growth that real leadership requires.
The Serving Mindset: Stop Selling and Grow Your Business
by Brock FarnooshWhat if you could stop selling altogether and grow your profits? With The Serving Mindset, you’ll learn how to serve, elevate your business success, and feel great about it! Targeted to business owners and entrepreneurs who are very good at what they do but feel guilt and shame around selling and sales and therefore limit their own success and overall possibilities, The Serving Mindset: Stop Selling and Grow Your Business positions selling as serving and takes readers through the process of why and how to acquire this “serving mindset” and put it into practice. For readers who hate sales, The Serving Mindset will help you diagnose the source of the issue, understand how your mindset affects your sales directly, and discover a fresh approach to selling as serving—an essential lesson for enabling any business to explore maximum levels of prosperity. Using case studies as well as the experience of the author and that of her professional-coaching clients, The Serving Mindset is sure to change how readers view selling, serving, and growing. The powerful insights and applications in this book are game-changers for every business owner and entrepreneur who wants to attract and secure ideal customers and premium clients while maintaining integrity to his or her own core values.
Serving the Customer: The Role of Selling and Sales
by Thomas AichnerThis book examines key aspects of selling and the sale of goods and services in B2C and B2B. Renowned scholars and practitioners contributed their expertise with a wide range of articles about how to serve customers and the role of selling and sales. Their research results and practical experiences can be used as a basis for further research as well as implemented by small, medium-sized and globally operating companies. The 13 chapters are organized in four parts, starting with (I) value creation and selling services, followed by (II) business negotiations and sales in B2B, (III) using technology and innovation to increase sales and study consumers, and finishing with two chapters about sales competencies on the one hand and a critical piece about consumption on the other hand under (IV) selling more or consuming less?The European perspective adopted in the book provides both international researchers and entrepreneurs, as well as those already working in Europe, with a better understanding of the market and the dynamics in the consumer and business sectors.Excerpt from the contentThe meaning of value creation and value-in-use in selling servicesThe vital role of pricing, customer participation, and the responsibilities of front-line employeesHow to negotiate the sale in B2B and purchase of three distinct types of business servicesHow, why, and under which circumstances retailers are considering machine learning forecasting methods to increase salesProposal for an autonomous consumer business, which is about fully automating transactions between a seller and a buyerHow the Net Promoter Score works and why it can be both beneficial but also viewed skepticallyWhich specific competencies sales professionals must possess to succeed and sell well The downsides and threats of our economic system with a single-minded focus on the growth of sales or revenues
Serving the Public Interest: Profiles of Successful and Innovative Public Servants
by Norma M RiccucciThis reader presents a balanced collection of 16 administrative profiles of high-level government and nonprofit officials for course use. The profiles were originally published as part of a series for Public Administration Review. The profiles themselves cover a wide range of public service professionals at the local, state, and federal levels, and are written by a distinguished cast of authors. A concluding chapter by Riccucci pulls together and synthesizes the various themes of the profiles.
Serving the Rule of International Maritime Law: Essays in Honour of Professor David Joseph Attard (IMLI Studies in International Maritime Law)
by Norman A. Martínez GutiérrezInternational maritime law is far from inert, everyday international affairs constantly test existing law and, in many occasions, require its development. Serving the Rule of International Maritime Law is thus not limited to a description of the current state of the law, but contains innovative studies on current issues and events that are testing the present state of international maritime law. The book is intended as a Liber Amicorum to Professor David Joseph Attard. It celebrates his career in international law; he played a crucial role in establishing the IMO International Maritime Law Institute in 1988, the main purpose of which is to train lawyers in private and public international maritime law. Over the last twenty years he has continued to teach at the Institute and has played an important role in contributing to the work of international fora concerned with the development of international law. This work represents a close collaboration amongst practitioners and academics involved in the field of international maritime law including IMO Secretary-General Efthimios E. Mitropoulos, Judge Helmut Tuerk, Professor Francis Reynolds Q.C. and Patrick J.S. Griggs CBE. Part I contains general articles in international maritime law, Part II is dedicated to the law of the sea, and Part III is devoted to issues on shipping law. Serving the Rule of International Maritime Law is of great interest to professionals in the shipping industry as well as practitioners, academics and students.
Serving Those in Need: A Handbook for Managing Faith-Based Human Services Organizations
by Edward L. Queen IIGiven the increased pressures and higher demand on social-service organizations, faith-based providers must find ways to increase their effectiveness while maintaining their religious distinctiveness.
Servitization, IT-ization and Innovation Models: Two-Stage Industrial Cluster Theory
by Hitoshi Hirakawa Kaushalesh Lal Naoko Shinkai Norio Tokumaru Shampa PaulThis book looks at two-stage industrial cluster theory and new innovation models in view of IT-ization and servitization of products. The formation of industrial clusters such as export processing zones and special economic zones has been the preferred mechanism for developing countries to boost their industrial development and export performance for the last several decades. Existing literature related to Development Economics cited numerous benefits of industrial clusters and several countries have reaped such benefits. The book goes beyond formation of traditional industrial clusters. It promotes the idea of formation of two-stage clusters. The book further stresses on new innovation models. The ideas are promoted based on the empirical evidence of Chinese and Taiwanese firms in consumer electronics and automobile sectors. Finally, the book looks at firm strategies in new business environment which is dominated by servitization of industrial products. It argues for firms to integrate manufacturing and services to a great extent. To substantiate the arguments, empirical evidence comes from India, Taiwan, and Bangladesh. The study further finds evidence, perhaps for the first time that innovation and knowledge acquisition strategies are influenced not only by size of firms but also vary with market preferences.
Servitization Strategy: Delivering Customer-Centric Outcomes Through Business Model Innovation (Palgrave Executive Essentials)
by Tim Baines Ali Ziaee Bigdeli Kawal KapoorCompeting through advanced services involves offering products-as-a-service, delivering outcomes for customers, and regularly earning revenue when customers get the results they value. This strategic move towards delivering outcomes can present many challenges for a firm. Part of the Palgrave Executive Essentials series, this book introduces outcome-based business models as Advanced Services Business Models and provides a practical guide on how a firm can innovate these services through a process known as servitization.Servitization offers businesses a pathway to both improve economic productivity and sustainability. It can create greater value for customers, while also improving resource efficiency and dematerialisation of the supply chain. It has the potential to reshape the industrial landscape for businesses, markets, and consumers around the world. This book is for executives, professionals, and anyone else who is looking for a practical guide to implementing service-based business models or seeking to innovate their business models to focus on services. It functions as a companion for students in executive education courses on servitization, business model innovation, strategy, and operations and should be on the radar of all instructors in those fields.
Servsafe Coursebook (Sixth Edition, Revised)
by National Restaurant Association StaffTHE definitive book for food safety training and certification The Sixth Edition Revised reflects the latest updates from the 2013 FDA Food Code providing the most current focus on the preventative measures to keep food safe. With its comprehensive coverage of key food safety concepts, the ServSafe® Coursebook Revised will completely prepare readers for the most current ServSafe Food Protection Manager Certification Exam, and, more importantly, it will promote adherence to food safety practices in the workplace. It is the ideal solution for the academic setting, multiple-day training, or individuals in need of more extensive food safety training. Food safety has never been more important to the restaurant industry and its customers. Based on the 2013 FDA Food Code, the ServSafe Coursebook focuses on the preventative measures to keep food safe. Based on industry-identified job task analysis, the content in the ServSafe Coursebook goes beyond the principles found in the ServSafe Manager Book and adds greater depth and breadth of food safety practices by featuring expanded sections on food defense, high-risk populations, active managerial control, and crisis management. Food safety topics are presented in a user-friendly, practical way with real-world case studies and stories to help readers understand the day-to-day importance of food safety. Developed by the industry, for the industry, ServSafe® is a proven way to minimize risk and maximize protection for foodservice owners, employees, and customers. Recognized as the industry standard, ServSafe offers a complete suite of printed and online products and is the most important ingredient to food safety training and certification success. The ServSafe Coursebook 6th Edition is available packaged in a number of ways to suit your specific needs. ISBN: 0133883604 is the stand-alone book: ServSafe Coursebook 6th Edition Also available: A package containing the book and the answer sheet for the pencil/paper version of the ServSafe Food Protection Manager exam: ServSafe Coursebook with Answer Sheet 6th Edition ISBN:0133883507 A package containing the book, the answer sheet for the pencil/paper version of the ServSafe Food Protection Manager exam,AND MyServSafeLab with Pearson eText Access Card: ServSafe Coursebook with Answer Sheet, Revised Plus NEW MyServSafeLab with Pearson eText -- Access Card Package, 6/e ISBN: 0134074459 A package containing the book and online exam voucher: ServSafe Coursebook with Online Exam Voucher 6th Edition ISBN: 0133883515 A package containing the book, online exam voucher, AND MyServSafeLab with Pearson eText Access Card: ServSafe Coursebook with Online Exam Voucher, Revised Plus NEW MyServSafeLab with Pearson eText -- Access Card Package, 6/e ISBN: 0134074440 The ServSafe Coursebook is available packaged with MyServSafeLab(tm). MyServSafeLab is an online homework, tutorial, and assessment program that truly engages students in learning. It helps students better prepare for class, quizzes, and exams-resulting in better performance in the course-and provides educators a dynamic set of tools for gauging individual and class progress. Students, if interested in purchasing this title with MyServSafeLab, ask your instructor for the correct package ISBN. MyServSafeLab is not a self-paced technology and should only be purchased when required by an instructor. Instructors, contact your Pearson representative for more information.
Servsafe Essentials 5th Edition (Updated with the 2009 FDA Food Code)
by National Restaurant AssociationThis textbook has been updated to reflect the changing needs of a diverse and expanding workforce in the foodservice and restaurant industry. A significant percentage of the updates to the book were the direct result of feedback from seasoned instructors. The food safety content will create a learning experience that is activity-based and easily comprehended that will help readers prepare for examinations and will promote adherence to food safety practices in the operation.
Servsafe Food Handler Guide: Updated with the 2013 FDA Food Code
by National Restaurant National Restaurant AssociatioThe ServSafe Food Handler Guide 6th Edition easily integrates food safety into any existing onboarding training program. Sections can be completed in approximately 10 minutes. Color-coded sections for easy reference. Color photographs from the learners point of view helps reinforce food safety concepts <p><p> Enhanced assessment can be taken at the completion of training to measure if employees have the minimum competency in food safety knowledge.
Sesame Workshop (B): Celebrating 50 Years of Helping Kids Grow Smarter, Stronger, and Kinder
by Joyce J. Kim Rosabeth Moss KanterIn 2019, Sesame Workshop celebrated its 50th anniversary while on a winning streak of social impact, innovation, and peak media and financial results. Over the past four years, CEO Jeff Dunn and his turnaround team exhibited values-driven leadership, instituted cultural changes, and pursued opportunities to further Sesame's mission, including the inaugural MacArthur 100&Change award to tackle the worldwide refugee crisis in partnership with the International Rescue Committee. The $100 million winning project, Ahlan Simsim, was the largest early childhood program created in a humanitarian setting. By early 2020, Sesame had a mission-aligned culture that laid the groundwork to make kids smarter, kinder, and stronger.
Sesgos inconscientes: Como reformular sesgos, cultivar conexiones y crear equipos de alto rendimiento
by Pamela FullerUNA GUÍA OBLIGADA PARA ENTENDER Y TRASCENDER LOS SESGOS EN EL TRABAJO, POR LOS EXPERTOS DE FRANKLINCOVEY. Los sesgos inconscientes nos afectan a todos. Un reclutador se podría decepcionar si un candidato le pregunta sobre la incapacidad por maternidad. A un profesional de Recursos Humanos le puede parecer más atractivo promover a un graduado de una universidad prestigiosa que a uno de una escuela pública. Un líder puede que crea que una mujer está menos preparada para presentar un reporte en la próxima reunión que su colega varón.Sesgos inconscientes explica que estos son el resultado de atajos mentales, de lo que nos gusta y de lo que no nos gusta, pero, indiscutiblemente, son parte de nuestra condición humana. Sin embargo, lo que asumimos y cómo interactuamos con el otro tiene efectos incalculables en nuestro desarrollo profesional. Al reconocer los sesgos, enfatizar en la empatía y la curiosidad, ver a quienes te rodean como personas completas y priorizar el entendimiento verdadero, podremos liberar todo el potencial de cada persona con la que nos relacionemos.