Book picks similar to
Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service by Richard S. Gallagher
customer-service
nonfiction
3
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Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly
Evy Poumpouras - 2020
Becoming Bulletproof means transforming yourself into a stronger, more confident, and more powerful person. Evy Poumpouras—former Secret Service agent to three presidents and one of only five women to receive the Medal of Valor—demonstrates how we can overcome our everyday fears, have difficult conversations, know who to trust and who might not have our best interests at heart, influence situations, and prepare for the unexpected. When you have become bulletproof, you are your best, most courageous, and most powerful version of you. Poumpouras shows us that ultimately true strength is found in the mind, not the body. Courage involves facing our fears, but it is also about resilience, grit, and having a built-in BS detector and knowing how to use it. In Becoming Bulletproof, Poumpouras demonstrates how to heighten our natural instincts to employ all these qualities and move from fear to fearlessness.
Ditch the Pitch: The Art of Improvised Persuasion
Steve Yastrow - 2014
In his breakthrough handbook, Ditch the Pitch, Steve Yastrow, founder of a successful business strategy consulting firm, asks us to throw out everything we've been taught about pitching to customers. Steve’s advice: tear up your sales pitch and instead improvise persuasive conversations.Ditch the Pitch is an essential read for salespeople, business managers, and anyone wishing to persuade those around them. Organized into six habits, with each habit consisting of three practices necessary for mastery, Ditch the Pitch is designed to teach Yastrow's approach to fresh, spontaneous, persuasive conversations. These new skills will show the reader how to identify the details that make each customer unique and subsequently navigate a conversation that focuses on the right message for the right customer at the right time.Throughout the book, the author quotes well-known improv comedians and musicians. He translates the techniques these artists use when improvising to create persuasive situations with customers. With the new confidence Ditch the Pitch offers, you will become master of the art of on-the-spot, engaging, and effective customer interactions. Let go of pre-written scripts and embrace Yastrow's guidelines for effortlessly enabling spontaneous conversations that persuade customers to say "yes."
Networking Is a Contact Sport: How Staying Connected and Serving Others Will Help You Grow Your Business, Expand Your Influence -- or Even Land Your Next Job
Joe Sweeney - 2010
Networking.In this New York Times, Wall Street Journal, and USA TODAY bestseller, master networker Joe Sweeney shares his networking secrets from a long and successful career as a business owner, sports agent and executive and investment banking consultant. His first secret: master networkers are focused on giving, not getting.With today’s difficult economy and uncertain workplace, networking has never been more important. Sweeney’s simple but effective 5/10/15 networking plan will give you a leg up in the current job market, help you stay employed, or, if you’ve been laid off, find your next job. The cliché that who you know is more important than what you know has never been truer. Sweeney illustrates his insights with dozens of helpful examples from his own life (along with a few fascinating insider sports stories).With special sections on networking for women and minorities, insights into the usefulness (and handicaps) of social networking sites, how to get (and why you need) a wingman and profiles of other master networkers, Networking Is a Contact Sport is a practical and essential guide for anyone who wants to get ahead in today’s economy.
Crucial Conversations: Tools for Talking When Stakes Are High
Kerry Patterson - 2001
Crucial Conversations gives you the tools you need to step up to life's most difficult and important conversations, say what's on your mind, and achieve the positive resolutions you want. You'll learn how to: Prepare for high-impact situations with a six-minute mastery technique Make it safe to talk about almost anything Be persuasive, not abrasive Keep listening when others blow up or clam up Turn crucial conversations into the action and results you want
Do's and Taboos Around the World
Roger E. Axtell - 1984
--The New Yorker Can help you make friends [and] avoid travel trouble. --BusinessWeek Helpful.fun to read. --Steve Birnbaum The first two editions of Do's and Taboos Around the World helped thousands of high-powered executives and tourists avoid the missteps and misunderstandings that plague the world traveler. This updated and expanded Third Edition provides even more facts, tips, and cautionary tales--gleaned from the experiences of more than five hundred international business travelers--as well as: * Information on protocol, customs, and etiquette; hand gestures and body language; tipping; American jargon; and the international communications crisis * Up-to-date advice on dealing with the monumental changes in Russia, Germany, Eastern Europe, the People's Republic of China, and other locales * A new chapter on business gift-giving and gift-receiving customs, with country-by-country gift suggestions and precautions * A special quick reference guide to customs and mores in 96 countries, including revisions and updates from foreign embassies and consulates
When Love Is a Lie: Narcissistic Partners & the Pathological Relationship Agenda
Zari L. Ballard - 2013
Pathological liars, chronic cheaters, and masters at passive-aggressive punishments (i.e. the silent treatment), narcissists follow a specific relationship agenda where every deceptive move is deliberately calculated to confuse and abuse the people who love them. And, as crazy as it appears, those who love the narcissist will stick it out, thinking they can fix this person or love them out of their bad behavior. We imagine the narcissist as mentally ill and, therefore, repairable. We bargain with logic, ignore our intuition, and become master truth spinners. And the truth, of course, is that narcissists, psychopaths, and sociopaths can never be fixed - not with love, therapy, and not with any magic pill. I know and understand...because I stumbled down this very path for twelve long years.When Love Is a Lie is a personal, non-clinical narrative that exposes the typical manipulative behavioral patterns of narcissistic partners. Based on my own 12-year experience, this book deliberately offers no excuses for narcissism (medical or otherwise) nor does it encourage readers to cut a narcissistic partner any slack whatsoever. This book is about the reality of the situation, about why we become codependent to the drama, and, most importantly, what we can do about all of it to save our own lives.
A Need to Kill: The True-Crime Account of John Joubert, Nebraska's Most Notorious Serial Child Killer
Mark Pettit - 1990
Now, dramatic and chilling new evidence comes to light exposing the sinister thoughts running through the mind of John Joubert--the man behind the Nebraska killings. Former TV news anchorman, investigative reporter and three time Emmy winner Mark Pettit returns to the case to write the final chapter in his best-selling, and now newly updated book: A Need to Kill: The True-Crime Account of John Joubert, Nebraska’s Most Notorious Serial Child Killer. In the spirit of Truman Capote’s “In Cold Blood,” Pettit delves into the Joubert case to tell the dramatic story from all angles as a non-fiction novel. In a series of exclusive, face-to-face interviews with Pettit, Joubert admits to a string of violent crimes and another killing that sends investigators into a frenzy ending with Joubert being convicted for a third murder and ultimately executed in Nebraska’s electric chair. Now, 30 years after the murders in Nebraska, Pettit uncovers shocking new evidence from Joubert’s prison records that proves the killer was fantasizing about committing more violent crimes. Never-before-seen death row drawings made by Joubert while he waited to be executed once again send a chill through Nebraska and those touched by Joubert’s horrific crimes. In the updated version of his book, Pettit opens his investigative files to the public and for the first time, shares handwritten letters Joubert wrote to the journalist while in prison. Pettit also reveals aspects of Joubert’s personality gleaned during the exclusive interviews and details from the death row discussions that have never been shared publicly.
Quiet Influence: The Introvert's Guide to Making a Difference
Jennifer B. Kahnweiler - 2013
Jennifer Kahnweiler proves introverts can be highly effective influencers when, instead of trying to act like extroverts, they use their natural strengths to make a difference. Kahnweiler identifies six unique strengths of introverts and includes a Quiet Influence Quotient (QIQ) quiz to measure how well you’re using these six strengths now. Then, through questions, tools, exercises, and powerful real-world examples, you will increase your mastery of these strengths.
Speak With No Fear: Go from a nervous, nauseated, and sweaty speaker to an excited, energized, and passionate presenter
Mike Acker - 2019
While my upcoming book will give advanced strategies to master the game of speaking, this book allows you to get in the game and get started.Through this book you will learn 7 strategies you can begin today. These strategies will give you a new perspective, they will prepare you, and they will give you actions to practice. As you implement these strategies, your fear will begin to fade. It can easily seem like everyone is a gifted speaker when you watch TED talks or compare yourself to skilled co-workers giving presentations. Don't get caught up in the costly comparison trap. Instead, take action to improve your ability and to overcome your fear.If you struggle in speaking, then first realize that you are not alone. Public Speaking is the #1 fear in America. You are not alone.Millions of people are terrified at the prospect of going up on stage and addressing a crowd even more than they’re afraid of death. Moreover, it’s an unavoidable experience if you want to succeed in this world. Maybe it’s a business presentation for your career path, a speech in school, or a toast at your best friend’s wedding. Fear of speaking grips you. However, it doesn’t have to. Not anymore. Full of relatable anecdotes, executable tips, and plenty of laugh-out-loud moments, this book promises to teach you 7 proven strategies to help you find your inner presenter. Don’t wait any longer. Today is the day you take charge of your anxiety, calm your nerves, and – most importantly – speak with no fear. Some encouragement from author and communications coach, Mike Acker:
Where you are is not where you have to be.
This sentence is included in my introduction. Do you believe it? Do you believe in yourself? At least some part of you does. Otherwise, you wouldn’t be here! Let’s build on this belief. Take a moment and whisper the immortal words from the classic story, The Little Engine That Could, “I think I can. I think I can. I think I can.”Are you struggling? Do you find yourself dwelling on negative thoughts? “It’s not going to work for me.” “I’m just not a good speaker.” “I’m an introvert. I just can’t.” “I’ve tried in the past, and it didn’t work.”If you are struggling to believe, will you begin to suspend disbelief? I encourage you to read this book as a believer, not as a skeptic. Education will often teach you to think critically. Keep that mindset for work and academics. When it comes to improving your communication, you need to read this receptively. Trade in any negativity for positivity. Think well of yourself. Believe in yourself.
Meditation for Beginners: Easy Techniques to Relieve Stress, Depression and Anxiety and Increase Inner Peace and Motivation for Life (Mindfulness Book 1)
Scott Henderson - 2017
Follow Proven Methods and Simple, Step-By-Step Guidelines to Improve your Motivation and Happiness, and Reduce Stress, Depression and Anxiety Today! Does it feel like you're being overwhelmed with all the tasks and activities you have to attend to in your life? How can anyone keep up in the fast-paced society of ours? The last thing that you'd be wanting to do is relax and slow down when there's so much going on. But this is exactly what you should do. In this title, you'll find out why, how and when it's best to settle your thoughts, and come out stronger with crystal clarity and well-being. Meditation is especially effective if you're dealing with depression, anxiety or chronic stress. It can increase your inner peace and motivation for life's every task. Here's A Preview Of What You'll Learn
Why Meditation Is Important
What Meditation Assists With
Proving Its Effectiveness
The Steps To Meditative Practices
Long-Term Meditative Success Tips
And Much, Much More!
It's never too late to learn and to take action! This book contains no filler, no unnecessary stories or long-winded case studies; simply an explanation and methods to succeed.
Oneness: The Destination You Never Left
John Greven - 2005
The intent of this book is to look afresh at one’s daily experience, to point to something that the mind may have overlooked. It is not pointing to anything new, anything that you can achieve, or anything you can add to yourself. It is not pointing to the good deeds you have done in your life to emphasize what a wonderful person you must be. It is pointing to something so simple, something so obvious, that when it is pointed out and seen, you wonder how it was ever missed.
How could the mind have taken something so obvious for granted? How did the mind so easily toss out the valuable jewel in favor of its reflections? You may have been searching for self realization, enlightenment, the Buddha Mind, God, or some other goal implying the same thing. You may have been searching for many years, or you may just be getting started on a search; Whether you’ve been traveling a path for a while or you’re just taking the first step makes no difference. This book invites you to take a look at the space that has been overlooked, to see what is obvious, and to bring that search to an end—right now.
The Kremlin School of Negotiation
Igor Ryzov - 2019
But what if we come across someone who just won’t give in? How can we defend ourselves against manipulation? And how do we say ‘no’ without compromising a deal?Using the official Kremlin method, Igor Ryzov guides us through the most effective techniques in negotiating terms that satisfy both parties. From knowing how to get the most information about a potential deal, to how to read your counterpart, and to advice on defusing tension, this comprehensive handbook ensures a mutually acceptable resolution that leaves you walking away successful, while also avoiding strained relationships.With practical examples, and exercises to practice your negotiating skills, The Kremlin School of Negotiation will offer the tools you need to master any deal.
So What?: How to Communicate What Really Matters to Your Audience
Mark Magnacca - 2009
It's tough, but true-the people you're trying to communicate with, sell to, or convince don't really care about you. Nor do they care what you're offering them-until they understand exactly how it'll benefit them. If you recognize that one hard, cold fact-and you know what to do about it-you'll make more money, achieve greater success, and even have more fun! Magnacca shows you how to answer the "So What?" question brilliantly, every time-no matter who's asking it or what you're trying to achieve. This book will transform the way you communicate: You'll use it every day to get what you want-in business and in life!
Pear Shaped: The Funniest Book So Far This Year About Brain Cancer
Adam Blain - 2015
It made him laugh." Cindy McCain "This book is funny, moving and inspirational. I read some of it and had to get him on my radio show." Christian O'Connell, Absolute Radio Breakfast Show DJ "So honest, uninhibited, down-to-earth and readable despite the difficult subject. The best non-fiction book I have read in a very long time.....and I strongly recommend it." Peter J "Hilarious and moving in equal measures. What a brave man!" David Reuben "Adam Blain manages to be funny, poignant and inspiring describing with heart breaking honesty his journey so far, beginning with a diagnosis no one ever wants to face." RG A must-read memoir about coping with cancer Description Adam is a middle aged father of three. Completely out of the blue, and for no reason other than sheer dumb chance, he was diagnosed with a rare and aggressive brain tumour. Adam has endured radiotherapy and chemotherapy which were preceded by major brain surgery to remove the tumour - helpfully described by his surgeon as being the size and shape of a pear. Using the blackest of humour, this book charts Adam's journey from normality to having a disease regularly described as a “death sentence”. How will he cope with the treatment? How will his relationship with family and friends be affected? Most important of all, how will his hair come through this? Quite simply, it is the funniest book so far this year about brain cancer. Warning - this book is intended for mature audiences due to the subject matter and use of strong language.
Transformational Speaking: If You Want to Change the World, Tell a Better Story
Gail Larsen - 2009
Speaking coach and consultant Gail Larsen presents a proven program that liberates the "speaker within" and transforms even the reluctant orator into an agent of change. While most books on public speaking focus on polishing your presentation and overcoming fear, Larsen's holistic blend of spirit and logic goes far beyond the standard format, making TRANSFORMATIONAL SPEAKING a must-read for even the most seasoned speechmakers. With her uniquely inspirational approach, Larsen reaches out to those who want to make a genuine difference in our world by changing minds through touching hearts. TRANSFORMATIONAL SPEAKING offers insightful advice on everything from defining your message and refining your delivery, to managing the dynamics of a room, handling logistics like a pro, and building a connection with an audience of any size. Larsen has helped business executives and entrepreneurs, community and social change leaders, and healers and life coaches become active movers and shakers through the power of effective communication.