Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.  Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And  High-Tech, High-Touch Customer Service  spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:  * Six major customer trends and what they mean for your business  * Eight unbreakable rules for social media customer service  * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content  * The rising power of self-service--and how to design it properly  * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.

    She's witnessed many highly driven, overachieving leaders rise to prominence fueled by well-honed skill sets, only to falter when the shadow sides of the same skills emerge.Now Daskal reveals her proven system, which leaders at any level can apply to dramatically improve their results. It begins with identifying your distinctive leadership archetype and recognizing its shadow:■ The Rebel, driven by confidence, becomes the Imposter, plagued by self-doubt.■ The Explorer, fueled by intuition, becomes the Exploiter, master of manipulation.■ The Truth Teller, who embraces candor, becomes the Deceiver, who creates suspicion.■ The Hero, embodying courage, becomes the Bystander, an outright coward.■ The Inventor, brimming with integrity, becomes the Destroyer, who is morally corrupt.■ The Navigator, trusts and is trusted, becomes the Fixer, endlessly arrogant.■ The Knight, for whom loyalty is everything, becomes the Mercenary, who is perpetually self-serving.Using psychology, philosophy, and her own experience, Daskal offers a breakthrough perspective on leadership. She'll take you inside some of the most cloistered boardrooms, let you in on deeply personal conversations with industry leaders, and introduce you to luminaries who've changed the world. Her insights will help you rethink everything you know to become the leader you truly want to be.

    With the introduction of the rigorous Common Core State Standards, diverse classrooms need a proven framework for optimizing student engagement and facilitating deeper learningCulturally responsive pedagogy has shown great promise in meeting this need, but many educators still struggle with its implementation. In this book, Zaretta Hammond draws on cutting-edge neuroscience research to offer an innovative approach for designing and implementing brain-compatible culturally responsive instruction.The book includes:*Information on how one’s culture programs the brain to process data and affects learning relationships*Ten “key moves” to build students’ learner operating systems and prepare them to become independent learners*Prompts for action and valuable self-reflectionWith a firm understanding of these techniques and principles, teachers and instructional leaders will confidently reap the benefits of culturally responsive instruction.

    Authors Ulrich, Zenger, and Smallwood--world-renowned experts in human resources and training--argue that it is not enough to gauge leaders by personal traits such as character, style, and values. Rather, effective leaders know how to connect these leadership attributes with results. Results-Based Leadership shows executives how to deliver results in four specific areas: results for employees, for the organization, for its customers, and for its investors. The authors provide action-oriented guidelines that readers can follow to develop and hone their own results-based leadership skills. By shifting our focus to the connection between the attributes and the results of leadership, this perceptive new guide fundamentally improves our understanding of effective leadership. Results-Based Leadership brings a refreshing clarity and directness to the leadership discussion, providing a hands-on program to help executives succeed with their leadership challenges.

    They famously shuttle coffee in a thousand newsrooms, MPs’ offices, and film sets, but they also deliver aid in Afghanistan, design high-end fashions, and build the human genome. They are of all ages, and their numbers are growing fast in an increasingly bleak economic landscape for young people. A huge and increasing number of internships are illegal under minimum wage law and this mass exploitation saves companies millions each year. Interns enjoy no workplace protections and no standing in courts of law—let alone luxuries such as a living wage.Ross Perlin, a self-confessed intern survivor, has written the first exposé of the brave new world of unpaid work. In this witty, astonishing, and serious investigative work, Perlin takes the reader inside both boutique nonprofits and megacorporations such as Disney. He unmasks a grotesque internship industry where coveted, unpaid placements are auctioned off and universities are complicit in exploiting student labour. He profiles fellow interns, talks to historians about what unleashed this phenomenon, and explains why the intern boom is perverting workplace practices in locations all around the world.Thought-provoking, insightful, and humorous, Intern Nation is an urgent call to overturn the latest racket in unpaid work.

    Based on 114 intriguing interviews with nineteen former chief justices of India and more than sixty-six former judges of the Supreme Court of India, Abhinav Chandrachud opens a window to the life and times of the former judges of India's highest court of law and in the process offers a history that largely remained in oblivion for a long time.

    But you can usually sense when something's “off”—particularly if you're completely stressed out and hate the job you used to love. Let's face it, ladies: there are plenty of nasty, manipulative, and destructive women in the workplace who fly under the radar while ruthless alpha males get all the bad press.In Working with Bitches, psychologist Meredith Fuller offers practical advice on how to recognize and manage difficult women at work. Dr. Fuller combines actual cases with tips that women can use right away to defuse even the worst situations. Readers will learn how to deal with the eight types of “mean girls” they might face in the office and find powerful reassurance that they are not alone.

     “We are all a moment away from having our life overtaken by somebody hell-bent on our destruction.” That grim reality—gleaned from personal experience and twenty years of trauma work—is a fundamental principle of Carrie Goldberg's cutting-edge victims' rights law firm.Riveting and an essential timely conversation-starter, Nobody's Victim invites readers to join Goldberg on the front lines of the war against sexual violence and privacy violations as she fights for revenge porn and sextortion laws; uncovers major Title IX violations; and sues the hell out of tech companies, schools, and powerful sexual predators. Her battleground is the courtroom; her crusade is to transform clients from victims into warriors.In gripping detail, Goldberg shares the diabolical ways her clients are attacked and how she, through her unique combination of advocacy, badass relentlessness, risk-taking, and client-empowerment, pursues justice for them all. There are stories about a woman whose ex-boyfriend made fake bomb threats in her name and caused a national panic; a fifteen-year-old girl who was sexually assaulted on school grounds and then suspended when she reported the attack; and a man whose ex-boyfriend used a dating app to send more than 1,200 men to ex's home and work for sex. With breathtaking honesty, Goldberg also shares her own shattering story about why she began her work and the uphill battle of building a business.While her clients are a diverse group—from every gender, sexual orientation, age, class, race, religion, occupation, and background—the offenders are not. They are highly predictable. Goldberg offers a taxonomy of the four types of offenders she encounters most often at her firm: assholes, psychos, pervs, and trolls. “If we recognize the patterns of these perpetrators,” she explains, “we know how to fight back.”Deeply personal yet achingly universal, Nobody's Victim is a bold and much-needed analysis of victim protection in the internet era. It is an urgent warning of a coming crisis, a predictor of imminent danger, and a weapon to take back control and protect ourselves—both online and off.

    Perry and award-winning science journalist Maia Szalavitz interweave research and stories from Perry's practice with cutting-edge scientific studies and historical examples to explain how empathy develops, why it is essential for our development into healthy adults, and how it is threatened in the modern world.Perry and Szalavitz show that compassion underlies the qualities that make society work—trust, altruism, collaboration, love, charity—and how difficulties related to empathy are key factors in social problems such as war, crime, racism, and mental illness. Even physical health, from infectious diseases to heart attacks, is deeply affected by our human connections to one another.As Born for Love reveals, recent changes in technology, child-rearing practices, education, and lifestyles are starting to rob children of necessary human contact and deep relationships—the essential foundation for empathy and a caring, healthy society. Sounding an important warning bell, Born for Love offers practical ideas for combating the negative influences of modern life and fostering positive social change to benefit us all.

    It’s brighter than you think. In Parkinson’s Disease for Dummies, you’ll discover how to keep a positive attitude and lead an active, productive life as this user-friendly, guide pilots you through the important steps toward taking charge of your condition. It helps you: Make sure you have an accurate diagnosis Assemble and work with your health care team Inform others about your condition Choose the most effective medications Establish a diet and exercise regimen Consider surgical options, alternative therapies, and clinical trials Maintain healthy personal and professional relationships Adjust your routine as your PD progresses This one-stop resource provides proven coping skills, first-hand advice, and practical tools, such as worksheets to assess care options, questions to ask doctors, and current listings of care providers.

    Whether you're an employee training your co-workers on a new process or skill, a volunteer asked to train new volunteers, a chef training your staff, or a paramedic giving CPR training, it's just as important to know how to teach others as it is to know what you're talking about. It doesn't matter how much you know about your subject if you can't share it with others. And that's where Training For Dummies comes in--it offers all the nuts and bolts of training for anyone who has to educate others on any subject and in any field--and it's written in plain English.Covering all the modern, interactive instructional methods and dynamic training approaches available, this hands-on guide will help you inspire trainees and keep them engaged throughout the training program. You'll discover:How to master the jargon of training The keys to using audio and visual aids effectively How to prepare for the training certification process Helpful ways to evaluate your results and improve your tactics Tips, techniques, and tidbits for enhancing your training sessions Methods that improve trainee participation Alternatives to the traditional lecture method Tactics for gauging and managing group dynamics Strategies for addressing problems in the classroom Hints for understanding and adapting to different learning styles Resources and other extra material you can immediately use The book has a part dedicated to the training profession, so if you're interested in becoming a professional trainer, you'll learn how to upgrade your skills and knowledge and what the trainer certification process entails. You'll also gain a perspective on other aspects of the field of training.Additionally, Training For Dummies shows you ways to inject humor into your training sessions, ideas for saving time in the training room, and icebreakers that actually break the ice. Get your own copy to start flexing your training muscle today.

    As he walks with us through dark territories, he points out the significant and reflects on its meaning.”—Mary Pipher, Ph.D., author of Reviving OpheliaThe passage from adolescence to adulthood was once clear. Today, growing up has become more complex and confusing, as young men drift casually through college and beyond—hanging out, partying, playing with tech toys, watching sports. But beneath the appearance of a simple extended boyhood, a more dangerous social world has developed, far away from the traditional signposts and cultural signals that once helped boys navigate their way to manhood—a territory Michael Kimmel has identified as "Guyland."In mapping the troubling social world where men are now made, Kimmel offers a view into the minds and times of America's sons, brothers, and boyfriends, and he works toward redefining what it means to be a man today—and tomorrow. Only by understanding this world and this life stage can we enable young men to chart their own paths, stay true to themselves, and emerge safely from Guyland as responsible and fully formed male adults.

    But few of us realize just how many oversights, biases, and downright ethical nightmares are baked inside the tech products we use every day. It’s time we change that.In Technically Wrong, Sara Wachter-Boettcher demystifies the tech industry, leaving those of us on the other side of the screen better prepared to make informed choices about the services we use—and to demand more from the companies behind them.

    Written by award-winning educators from successful PLC schools, this book demonstrates how to create three tiers of interventions from basic to intensive to address student learning gaps. You will understand what a successful program looks like, and the many reproducible forms and activities will help your team understand how to make RTI work in your school."

      In 1982, George Guthridge brought his wife and two young daughters to Gambell, Alaska, a small village on the edge of the remote blizzard-swept St. Lawrence Island in the Bering Sea, one of the harshest and most remote places in Alaska. Guthridge was there to teach at a Siberian-Yupik school -- a school so troubled it was under threat of closure.   For its own reasons, the school district enters the students into one of the most difficult academic competitions in the nation. The school has no computers and very few books. The students lack world knowledge and speak English as a second language. Still, George resolves to coach them to a state championship. But the students have an even greater goal of their own.   Hilarious, disturbing, densely atmospheric -- and packed with surprises at every turn -- The Kids from Nowhere is a powerful, poignant story that will make you want to cry and cheer at the same time. Similar to an Alaskan Stand and Deliver, this is an inspiring story of triumph over adversity that provides a fascinating view of a remote Alaska Native village.