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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Building a 'Grand' Style: The John F. Kennedy's Experience
Leggett, Brian O'Connor; Salvia, A.Case DPO-103-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementThe Kennedy case is about how someone who was uneasy speaking in public became one of the best-remembered political orators of the 20th century. Kennedy worked hard to develop his oratorical abilities, while learning to turn controversy to advantage and polishing his networking skills. The case also deals with the advent of TV debates and audience management. Finally, it looks at examples of Kennedy's grand style: his inaugural address and his Be...Starting at €8.20
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Mr. Smith Goes to Washington
Leggett, Brian O'ConnorCase DPO-70-ELeadership and People ManagementFrank Capra's Oscar-winning film Mr. Smith Goes to Washington, made over sixty-five years ago, is one of the great classics of the film world. Like all great classics, whether on screen or in print, it is the underlying theme that gives it its longevity. It is not the actors, the special effects, the music or even the story that makes it special. It is special because it raises an issue that bothers us all: It is about integrity in politics; it i...Starting at €8.20
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Ronald Reagan: A Story telling style: 40th President of the United States
Leggett, Brian O'ConnorCase DPO-127-ELeadership and People Management, MarketingFormer actor Ronald Reagan, the U.S. president from 1981 to 1989, put his own stamp on presidential communication by harnessing the power of television broadcasting. He was a charming grand-style deliberate speaker, with a more intimate and personal style than John F. Kennedy and Barack Obama, with their Ciceronian style of oratory. Reagan was a conviction speaker with a storytelling manner who appeared to link up personally with his audience.Starting at €8.20
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Profile of a Negotiator: Lyndon Johnson: 36th President of the United States
Leggett, Brian O'ConnorCase DPO-128-ELeadership and People ManagementThe quote ¿Come now, and let us reason together¿ comes from Isaiah 1:18 and perhaps best sums up what we can describe as Lyndon B. Johnson¿s own very special interpersonal communication style. It was about negotiating or reasoning together. The ability to use the language of negotiation is of great benefit to everyone and, more especially, to those in business and politics. It is a set of skills and attitudes that differ from those needed by the ...Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20