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I made a little modification to the regular format of eSharings to make this issue a quick-read loaded with different tidbits of information.

• For those of you who joined us for, or missed, the complimentary tele-seminar, delivered by Colette Carlson on The Truth About Communication: How to Speak with Strength and Sensitivity to Get the Respect, Rewards and Results you Deserve, she has posted the two very useful documents on DEAL and PEACEful communications on her website. www.speakyourtruth.com/resources.php

• In the last issue of eSharings, I shared the link to an article I wrote about Call Management Systems.  It turned out to be very popular.  Readers shared some very interesting information and suggested a few missing products. In case you missed it, the article is posted here: List of over 30 Help / Service Desk solutions.  It has not been updated with all of the additional solutions just yet.  More keep coming in and we appreciate it.  We will also post a copy of the document as a full webpage with links to all of the products included.  We'll let you know as soon as it is posted.

• Dwight Chamberlain from Oracle sent over these two book recommendations. We haven't read them yet but they look excellent. Thank you, Dwight!  "I've been reading a good leadership book recently that I thought you might be interested in. It's called The Anatomy of Peace: Resolving the Heart of Conflict and it's by the Arbinger Institute, the same people that published Leadership and Self Deception."

• Understanding the different Generations and how to work together successful is at the forefront of many people's minds.  On this webpage, www.hthts.com/hthtsgenerations.htm, we have loaded it up with a lot of useful information on the topic   The following link is to a handout we shared in a recent presentation on the topic of Understanding Generations. it's a fun one because it includes numerous video clips of the different age groups.  It also includes a chart from the U. S. Census Bureau, so you can assess what Generation you fall into.

• Employee Motivation - What actions can you take to improve performance? Jennifer Miller, Alaska Airlines, found this interesting article in the Harvard Business Review concerning Employee Motivation. She shares that the article explains that employees are motivated by four drivers and that all must be met to retain employees. To download the entire article costs $6.50 if you are not a member. Or, you can read the first of four pages for free, which is still an interesting read. Employee Motivation: A Powerful New Model

• One of the remarkable speakers, JJ Lauderbaugh, who will be presenting a workshop on How to Effectively Manage Stress and a session on Leading and Motivating Your Workforce at the Signature event in San Diego has a number of resources on her website.  She also offers a rich newsletter. www.jjlauderbaugh.com

• Just for fun - Daryl Covey from NEXRAD sent us this link on Mars on the brain? Red Planet pioneers to face cosmic mind trip.  Starts out saying, "If Dr. Robert Zubrin could take a trip to Mars, he would be sure to pack a bread maker in his suitcase. Not just because bread is a pretty reliable expeditionary food, but because the act of cooking, according to Zubrin, seems to help people get along with each other, especially when they are in slightly dire, less than luxurious and more than stressful circumstances."  Hmmm - Don't people in Service/Help Desks and Contact Centers often have a lot of food around? Daryl, you trying to tell us something?

HOT - There are a limited number of rooms available at the resort for The 10th Annual Customer Service and Support Professionals Conference and Expo at the Loews Coronado in San Diego, September 28 - October 1, 2008. We have rooms for Government people at the prevailing rate as well as nicely discounted rooms for our attendees. These rooms sell out quickly. Most rooms they are holding for us have a view of the water. Please call their toll free reservation number at 800-815-6397 or their direct number at 619-424-4000 to make your reservation today.