This book is for anyone who is interested in becoming a leader/manager or who already is in such position. For those seeking such responsibilities or promotion, those just starting out in a leadership position, or those who want to learn new tips and to brush up, my hope is that you will find value in this book. Public service includesbut is not limited toemergency management, emergency medical services, military personnel, fire, first responders, corrections officers, law enforcement, dispatchers / 911 operators, probation and parole officers, transportation, social services, and the list goes on. These servants can be found at the local, state, and federal levels. The principles and concepts in this book are just as useful to those in the private sector who have similar duties as well as volunteer groups. We will go into detail about how to be the best leader you can be. As a caveat, the term leader will mainly be used throughout the book. As you will see, there are differences between leaders and managers, but one key point of this book is that one must strive to be both a leader and a manager.

Truly global in scope and ambition, the 21st Century Public Manager addresses key trends, challenges, and opportunities facing public managers across contexts and regimes. This accessible textbook aims to inspire public managers in rethinking their roles, skills, and values as they enter a VUCA world-one characterized by volatility, uncertainty, complexity, and ambiguity. It is written for aspiring and current public managers in graduate schools and executive education programs.

What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.

This book is for anyone who is interested in learning about terrorism in all its forms. For over four decades I have studied terrorism, trained to deal with it, dealt with it, and taught it as an academic discipline. Over these decades I have seen an already complicated topic become even more difficult to understand. The field of study has grown as the world has gotten smaller. Ask anyone what terrorism is and you will get a myriad of answers. Even in academia the topic has become more convoluted. As with crime, there are many theories espoused as to why one commits terrorism and why terrorism exists. It appears to me that many academics, researchers, policymakers, authors, and journalists in general view this topic with a tainted lens based on their own world view. Some act as apologists for terrorists while often doing so in a subtle manner. Some try to expand the definition and concept well beyond the scope that it should be found. I have students who do this all the time. We seem to be living in an emotion driven society instead of a fact driven one. A relatively new trend is to use the word extremist as a synonym for terrorist. There are several problems with this. First, this creates a net widening effect which lumps those who we disagree with in that net. Second, who gets to decide who or what is extreme? Third, and finally, it waters down and muddies the study of “terrorism”. This does not mean that an extremist might not become a terrorist. Having pointed out the minefield terrorism can be my goal is to offer an academically sound real-world fact-based explanation on terrorism. Terrorism can be a politically charged topic. I ask that as you read this book you check what is written, digest it, and make your own decisions on what you have read. It is highly likely some of your thinking will be challenged. When I began to teach homeland security which includes terrorism, I made a promise to myself that I would never be politically correct. Political correctness is what some terrorists rely on and is one of our worse habits. We will cover several overarching themes. We will look at what terrorism is and is not. We will explore the historical roots of terrorism. We will discuss the causes of terrorism as well as terrorist typologies. Next, we will examine domestic terrorism and international and ethnic terrorism. Then we will dive into religion and terrorism and spend time looking at Islamic terrorism and Jihad. We will examine asymmetric warfare including terrorists’ tactics and weapons of choice. We will discuss terrorist financing an explore counterterrorism.

A truly international examination of public sector leadership, this book explores the ways leaders of developed nations are addressing current challenges. The overriding question explored by the authors is how public leadership across the globe addresses new challenges (such as security, financial, demographic), new expectations of leaders, and what public sector leadership means in the new era. The book allows the reader to view a large number of situations across the globe to better understand the relation between context and leadership. It integrates the two fields of leadership and public administration, providing a wide-ranging and complementary empirical context to the topic. Transcending state-centered perspectives, the authors include new developments in governance and public private sector collaboration while retaining a focus on the public values involved. The chapters address public sector leadership issues in a wide array of nations, integrating international perspectives with a globally diverse authorship. Several chapters address issues of collaboration across sectors, changing roles in the New Public Management paradigm, and corresponding new visions of leadership. Several of the chapters are explicitly comparative, including a study of mental health leadership training topics in eight nations, central banking in Europe, and efficiency studies in Britain, Denmark, and Norway. The chapters can be used as thought-provoking case studies as part of a supplemental text, and are accompanied by substantial bibliographies. Scholars, students, and practitioners in leadership, public policy and administration, and organization studies will find this volume a useful reference.

This book is for anyone who is interested in crisis leadership. The concepts offered apply to anyone whether he or she is a seasoned leader or inspiring new one, for public or private life, for any type of crisis or any type of discipline. This is a comprehensive examination of all aspects of crisis leadership. We will cover several overarching themes. We will look at the skills needed to be an effective crisis leader. We will examine leadership styles, how best to communicate in a crisis, and the human component of a crisis. We will examine the team concept of crisis management. We will look at how leadership can and should function during the prevention, mitigation, preparedness, response, and recovery phases of a crisis. We will examine decision making and problem solving. We consider how we might use after action reporting to enhance future responses or prevent, prepare for, or mitigate crises.

This devotional is designed for those who serve others. Service includes but is not limited to emergency management, emergency medical services, military personnel, firefighters, first responders, law enforcement, dispatchers / 911 operators, transportation workers, social services personnel, emergency volunteers, and the list goes on. These servants can be found at the local, state, and federal levels as well as private citizens, faith-based individuals, and organizations alike. There are many ways and terms used to describe those who serve others. For the purpose of this devotional, we will use the term “responder.” We often hear this term phrased as “first responder.” However, service to others goes beyond the first responder role. Likewise, it is appropriate to use the term “responder” since that is what you are doing. You are responding to the needs of others. You are also responding to God’s call. The devotional is designed to focus on those who serve others.

Governments on both sides of the Atlantic have committed to introducing agile change management for faster results with cheaper implementation at lower risk. The first hands-on guide is designed to help public sector leaders reap the rewards of agile methods, based on the latest national and international research.

In today's increasingly complex world of project management, the HERMES framework offers a structured yet flexible solution, tailored specifically to the challenges of IT and public sector projects. In Mastering HERMES Project Leadership, Daniel Ulrich guides you through the core principles of this powerful tool, providing practical insights into how to lead projects more efficiently, transparently, and successfully. This comprehensive guide is an essential resource for project leaders looking for a clear structure to steer their projects toward success. With a focus on the modularity and adaptability of HERMES, the book demonstrates how to effectively plan and execute both small and large-scale projects while maintaining control over risks and stakeholder engagement. Through case studies, practical tips, and detailed guidelines, you will learn how to tailor the HERMES methodology to meet your specific needs and achieve outstanding results. Whether you're managing IT initiatives or public sector projects, this book equips you with the tools and knowledge to leverage HERMES and keep your projects on the path to success.

An organization’s fate hinges on its CEO—right? Not according to the authors of Senior Leadership Teams. They argue that in today's world of neck-snapping change, demands on leaders in top roles are rapidly outdistancing the capabilities of any one person - no matter how talented. Result? Chief executives are turning to their enterprise's senior leaders for help. Yet many CEOs stumble when creating a leadership team. One major challenge is that senior executives often focus more on their individual roles than on the top team's shared work. Without the CEO's careful attention to setting the team up correctly, these high-powered managers often have difficulty pulling together to move their organization forward. Sometimes they don't even agree about what constitutes the right path forward. The authors explain how to determine whether your organization needs a senior leadership team. Then, drawing on their study of 100+ top teams from around the world, they explain how to create a clear and compelling purpose for your team, get the right people on it, provide structure and support, and sharpen team members' competencies - and your own. Timely and practical, this book enables you to create and sustain a leadership team whose members learn from one another while collaborating to pursue your company's objectives.