Official Review: The Consummate Communicator

Twylla · Post by **Twylla** » 27 Oct 2020, 15:42

[Following is an official OnlineBookClub.org review of "The Consummate Communicator" by Amy S Hamilton.]

4 out of 4 stars

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The Consummate Communicator: Character Traits of True Professionals by Amy S. Hamilton is a fictional story that can be used as a teaching tool to demonstrate how a fundamental set of behaviors can transform a company and also make it a better place to work.

Regional Bank was struggling. Every quarter they would lose more market share to their competitors. The bank was operating at a loss. The Board had to make a decision. Should they start selling off assets and liquidate? Or was it possible to make the bank profitable again? The Board hired Jay Admiral to lead them out of a very grim financial situation.

Before Jay stepped into his role as CEO, he visited the midtown branch office wearing a suit he had gotten at a thrift store, worn-out shoes, and a cheap watch, and he asked to speak to a loan officer. He wanted to know how the bank treated the average working man. He had the worst customer experience he had ever had in a bank.

One of the most interesting changes that Jay made to the organization was the creation of a new management advisory board made up of representatives from each department. The only requirement was that the representative must be under 30 years old. The idea of having an advisory board made up of “kids” was not well received by the bank's senior management. Regional Bank had a long, proud tradition, but it had become inflexible, unchanging, and out of touch with the financial needs of its customers.

One of the primary lessons in this story is that change is difficult. But it is interesting that the changes with the biggest impact on the business didn't cost anything. Having precise mission and vision statements, and clearly defined, achievable goals that are communicated to every employee were critical factors in changing the direction of the bank. Asking employees for their suggestions and listening to their ideas gave them a vested interest in the company.

Then there is always that one manager who is so set in his ways, he just cannot get on board with the new program. Jay shows us how to deal with him.

The Consummate Communicator is well-written and professionally edited. I found a few minor typos, but only because I was looking for them. There is nothing I didn't like about the book. I am giving this book a rating of 4 out of 4 stars. I would highly recommend this book to Project Managers and leaders at all levels of an organization. Telling a story that teaches good leadership skills is a brilliant idea. I thoroughly enjoyed reading it. I also watched Ms. Hamilton's TEDx Talk, The Secret to Life from a PMP. It was fabulous. I am anxious to read her first book, The Project Manager: Life is a Project.

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The Consummate Communicator
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Raluca_Mihaila · Post by **Raluca_Mihaila** » 08 Nov 2020, 09:06

Congratulations for the interesting review! I loved the fact that Jay did the mystery shopping test, and proved that he really cared for the organizations, which is a rare thing. It seems like an educational and motivational book.

Pluma · Post by **Pluma** » 08 Nov 2020, 21:19

Teaching lessons through storytelling is a great idea, as it would make more of an impression in the minds of the readers. This sounds like a good book that achieves its objectives nicely. Thanks for the great review!

BOOKNERD254 · Post by **BOOKNERD254** » 15 Feb 2021, 07:54

This seems like a motivational book that is well written. I love the idea of teaching leadership lessons through a story. Wonderful review!

Kasun Perera · Post by **Kasun Perera** » 15 Feb 2021, 07:57

Usually this sort of topics are discussed in non-fiction books. I am glad to find character development and changing a business to a profitable one in a fiction. Congratulations on being BOTD and thanks for the free giveaway

AntonelaMaria · Post by **AntonelaMaria** » 15 Feb 2021, 07:59

This is a great idea for a book. A really teachable way to implement these sets of behavior. Congratulations on a wonderful and thorough review.

Post by **Sushan Ekanayake** » 15 Feb 2021, 08:01

Many banks treat their customers in bad ways. This is a fact that has to be addressed for the benefit of both the customer and the bank. It is good to see a fictional book which discuss such a topic. Congratulations on being BOTD

ankushavhad · Post by **ankushavhad** » 15 Feb 2021, 08:08

Looks like a good ref guide to working leaders across enterprises and organizations. The focal entity, Regional Bank in this book has demonstrated a good case study. Well, the tool and techniques to set the right behavior of characters in the professional cadre. Nice review, Twylla. Thanks.

Post by **Bertha Jackson** » 15 Feb 2021, 08:21

I like the tactic Jay used in visiting the bank to get first-hand knowledge of the customer service provided. This gave him valuable inside knowledge before his interview. Thank you for your review.

Rayah Raouf · Post by **Rayah Raouf** » 15 Feb 2021, 08:37

Thank you for the review. The book sounds pretty cool especially for those in business! Also seems like people could learn quite a bit from this. I'm taking a course on leadership so I wonder if this would help me out too.

Yvonne Monique · Post by **Yvonne Monique** » 15 Feb 2021, 09:01

Instead of 'another' self-help guide, this book gets the message across through a story which I think is a great, original way.

Amy+++ · Post by **Amy+++** » 15 Feb 2021, 09:03

I feel that this book would be better suited for those in the work force who are trying to make it better.

jeanmtdb · Post by **jeanmtdb** » 15 Feb 2021, 09:09

Great review! Being able to make the workplace a great place for the employees and the customers is the best way to succeed. Going in as the average customer gave Jay an honest view of their way of doing things.

María Andrea Fernández Sepúlveda · 15 Feb 2021, 09:15

Before Jay stepped into his role as CEO, he visited the midtown branch office wearing a suit he had gotten at a thrift store, worn-out shoes, and a cheap watch, and he asked to speak to a loan officer. He wanted to know how the bank treated the average working man. He had the worst customer experience he had ever had in a bank.

There used to be a TV show where they did that! It's a great way to assess the problems without having the business put a nice front for the boss.
I also think it's a good idea to take younger customers and their needs into consideration.
Thank you for your enthusiastic review!

Post by **Ngozi Onyibor** » 15 Feb 2021, 09:15

I like the fictionalization of an otherwise non-fiction genre. It will undoubtedly take away the teach-y tone of books of this nature and give the reader a practical illustration of the author's advice. This always does a better job of driving the main point home.