Organizational Development Reading List
 
 

Resources available from the Univerisity of Maryland Libraries, where noted.  Check the library catalog for availablity.

Customer Service

Anastasi, Thomas E. Jr.,  Listen! Techniques for Improving Communication Skills. Boston, MA:  CBI Publishing Company, Inc., 1982. MCK Stacks P95.46.A53 1982.

Association of Research Libraries.  Customer Service Programs in ARL Libraries.  SPEC Kit 231).  Washington, DC:  ARL, May 1998.  MCK Stacks Z 678. A753 no.231 Folio.

Bopp, Richard E., and  Smith, Linda C.  Reference and Information Services. Colorado:  Libraries Unlimited, Inc., 1991. LIB SCH Stacks Z711.R44.

Brassard, Michael and Diane Ritter.  The Memory Jogger II:  A Pocket Guide of Tools for Continuous Improvement and Effective Planning. Methuen, MA:  GOAL/QPC, 1994.

Brassard, Michael, et al.  The Team Memory Jogger:  A Pocket Guide for Team Members.  Methuen, MA:  GOAL/QPC, 1995. MCK Stacks HF 5415,5 .S64 2002.

Burley-Allen, Madelyn.  Listening: The Forgotten Skill (A Self-Teaching Guide). 2nd ed.  New York: John Wiley & Sons, Inc., 1995. MOSS Stacks BF323.L5B87 1982.

Cramer, Dina C.  “How to Speak to a Patron”.  Public Libraries. 37/6 (Nov/Dec 1998). 

Haskell, Robert E.  Deep Listening: Uncovering the Hidden Meanings in Everyday Conversation. Cambridge, MA: Perseus, 2001.

Listening:  Key to Problem Solving. Videocassette. AIMS Media, 1980. NPRINT BF323.L5L47 1980z.

Non-Verbal Communication.  Cambridge, Eng: Cambridge University Press, 1972. MCK Stacks BF637.C45N65.

Okun, Barbara.  Effective Helping:  Interviewing and Counseling Techniques. Duxbury Press, 1976.  MCK Stacks BF637.C6O54 1982.

Pfeiffer Library of Training and Development Resources, Theories and Models Library Collection.  Roger's Helping Process.  Pfeiffer: A Wiley Imprint, San Francisco, CA

The Power of Listening.  By Kirby Thomas. Dir. Peter J. Jordan. Prod. Denise Dexter. Videocassette. CRM Films, 1988. NPRINT BF323.L5P68 1988.

Purdy, Michael and Borisoff, Deborah.  Listening in Everyday Life: A Personal and Professional Approach. 2nd ed.  New York:  University Press of America, Inc., 1996.  MCK Stacks P95.46.L57 1996.

Rubin, R.J., Defusing the Angry Patron.  New York:  Neal-Schuman Publishers, Inc., 2000.  LIBSCH Stacks Z711.R79 2000.

Scholtes, Peter R., Brian L. Joiner and Barbara J. Streibel.  The Team Handbook.  2nd ed.  Madison, WI:  Oriel Inc., 1996.

SMITHbusiness.  (Published 3 times a year by Robert H. Smith School of Business), College Park, MD:  University of Maryland.  Winter 2002.  Articles available on e-service.

Smith, Kitty.  Serving the Difficult Customer: A How-To-Do-It Manual for Librarians. Neal-Schuman Publishers, NY 1994. MCK Stacks Z711.S66 1993.

Smith, Nathan B. and Adams, Irene.  “Using Active Listening to Deal with Patron Problems.”  Public Libraries:  (July /August 1991). 236-239.

Smith, Nathan M.  “Active Listening:  Alleviating Patron Problems through Communication”.  Patron Behavior in Libraries.  Chicago: American Library Association, 1996.  MOSS Stacks Z711.P338 1996.

Spector, Robert.  Anytime, Anywhere:  How the Best Bricks-and-clicks Businesses Deliver Seamless Service to Their Customers.  Cambridge, MA:  Perseus, 2002. MCK Stacks HF5415.5.S64 2002.

Staff Can Do Too.  Prod. Focal Communications and Seven Dimensions. Videocassette. Salenger Films, 1989. NPRINT HF5415.5.S73 1989.

Waters, Suzanne.  Customer Service: A How-To-Do-It Manual for Librarians.  Neal-Schuman Publishers, NY.  1994.  LIBSCH Stacks Z711.W275 1994.

Willis, Mark R.  Dealing with Difficult People in the Library.  Chicago:  American Library Association, 1999. LIBSCH Stacks Z711.W64 1999.

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The Learning Organization

Brint.Com (2001):
"Organization Learning and Learning Organization: An Overview."

Burghardt, S. The Other Side of Organizing: Resolving the Personal Dilemmas and Political Demands of Daily Practice. Cambridge, MA: Shenkman, 1982.

Davis, Howard and Richard Scase. Managing Creativity: The Dynamics of Work and Organization. Bucking: Open University Press, 2000.

DiBella, A. J., and Nevis, E.C. How Organizations Learn. San Francisco: Jossey-Bass, 1998.

ERIC Clearinghouse on Adult Education:
"From Learning Organization to Learning Communities toward a Learning Society."

Garvin, David. "Building a Learning Organization." Business Credit, 96(1): 19-28. 1994 January.

Garvin, David A. Learning in Action: A Guide to Putting the Learning Organization to Work. Boston, MA: Harvard Business School Press, 2000.

Gilley, Jerry W., and Ann Maycunich. Beyond the Learning Organization: Creating a Culture of Continuous Growth and Development through State-of-the-Art Human Resource Practices. Cambridge, MA: Perseus Books, 2000.

Group Performance Systems, Inc.: (12/11/99):
"Learning Organization Resources on the Web and on the Net."

Jossey-Bass:
"Organizational Development Information & Links."

Salaman, Graeme, "The Learning Organization: Fact of Fiction." Human Relations, March 2001, pp. 343-359.

Senge, Peter, et al. The Dance of Change. Doubleday, 1999.

Senge, Peter, et al. The Fifth Discipline: The Art and Practice of the Learning Curriculum. Doubleday, 1994.

Senge, Peter, et al. The Fifth Discipline Fieldbook: Strategies and Tools for Building a Learning Organization. Doubleday, 1994.

The Society for Organizational Learning:
"Learning Organizations."

Stanford Learning Organization Web (12/11/99):
Stanford Learning Organization Web or, "SLOW."

Vail, Peter B. Learning as a Way of Being. Jossey-Bass, 1996.

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Group Communication

Arrow, Holly, Berdahl, Jennifer L., and Joseph E. McGrath. Small Groups As Complex Systems: Formation, Coordination, Development, and Adaptation. Thousand Oaks, CA: Sage Publications, Inc., 2000.

Baker, Larry L., Wahlers, Kathy J., and Kittie W. Watson. Groups in Process: An Introduction to Small Group Communication. 6th ed. 1979. rpt. Needham Heights, MA: Allyn and Bacon, 2001.

Hackman, J. Richard, ed. Groups That Work (and Those That Don't): Creating Conditions for Effective Teamwork. San Francisco: Jossey-Bass, 1990.

Imel, S. ed. Learning in Groups: Exploring Fundamental Principles, New Uses and Emerging Opportunities. New Directions in Adult and Continuing Education, no. 71, San Francisco, CA:
Jossey-Bass, Fall 1996.

Jaques, David. Learning in Groups . 2nd ed. 1984, rpt. Houston, TX: Gulf Publishing Company, 1991.

Jaques, David. Learning in Groups: A Handbook for Improving Group Work . 3rd ed. 1984, rpt. London: Kogan Page, 2000.

Kegan, Robert and Lisa Laskow Lahey. How the Way We Talk Can Change the Way We Work. Jossey-Bass, 2001.

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Team Building

Center for the Study of Work Teams:
"Team Training and Information Links."

Flores, Fernando, and Robert C. Solomon. Building Trust in Business, Politics, Relationships, and Life. Oxford: Oxford University Press, 2001.

Katzenback, Jon R. and Douglas K. Smith. The Wisdom of Team: Creating the High Performance Organization. Harvard Business School Press, 1992.

Kayser, Thomas A. Building Team Power: How to Unleash the Collaborative Genius of Work Teams . Carlsbad, CA: CRM FILMS, 1994.

Rees, Fran. Teamwork from Start to Finish. Jossey-Bass, 1997.

Silberman, Mel, "Smells Like Team Spirit." Training & Development, February 2001, pp. 66-67.

Team Resource Center:
"Consensus and Decision making Materials."

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Leadership-Followership

Block, Peter. Stewardship. Berrett-Kohler, 1993.

Covey, Stephen R. Principle-Centered Leadership. Simon & Schuster, 1990.

Kinlaw, Dennis. Coaching for Commitment. Jossey-Bass, 1999.

Kouzes, James M. and Barry Z. Posner. The Leadership Challenge. Jossey-Bass, 1987.

Kouzes, James M. and Barry Z. Posner. The Leadership Challenge Planner. Jossey-Bass, 1999.

Bennis, Warren and Joan Goldsmith. Learning to Lead: A Workbook on Becoming a Leader. Addison-Wesley, 1997.

Manz, Charles C. and Henry P. Sims, Jr. Company of Heroes: Unleashing the Power of Self-Leadership. New York: Wiley, 1996.

Mink, Oscar G. et al. Developing High-Performance People: The Art of Coaching. Addison-Wesley, 1993.

Munoz, Lisa and Jerry Useem, "A Manager for All Seasons." Fortune, 30 April 2001, pp. 66-71.

Quinn, Robert E. Deep Change: Discovering the Leader Within. Jossey-Bass, 1996.

Scholtes, Peter R. The Leader's Handbook: A Guide to Inspiring Your People and Managing the Daily Workflow. McGraw-Hill, 1998.

Ullery Management (4/18/2000):
"The Lesson of the Geese."

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Emotional Intelligence

"A Matter of Trust." The Economist, 17 February 2001, pp. 78.

Cherniss, Cary and Daniel Goleman, ed. The Emotionally Intelligent Workplace: How to Select for, Measure, and Improve Emotional Intelligence in Individuals, Groups, and Organizations. San Francisco: Jossey-Bass, 2001.

Goleman, Daniel. Working with Emotional Intelligence. Bantam Books, 1998.

Kouzes, James M. and Barry Z. Posner. Encouraging the Heart. Jossey-Bass, 1999.

Perry, Phil, "Get Emotional About It." Research-Technology Management, March-April 2001, pp. 56-58.
 
 

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