Never Split the Difference takes you inside his world of high-stakes negotiations, revealing the nine key principles that helped Voss and his colleagues succeed when it mattered the most – when people’s lives were at stake.Rooted in the real-life experiences of an intelligence professional at the top of his game, Never Split the Difference will give you the competitive edge in any discussion.

    More than half of all workers hate their jobs. In fact, job satisfaction and employee engagement have been declining for twenty-two straight years.One hundred years ago, a job and a paycheck kept workers satisfied. Now, pay barely makes the list. Employees' needs have evolved dramatically. But our leadership practices have failed to keep up.In Lead From The Heart, Mark C. Crowley presents compelling new evidence that the solution leaders need lies in the last place traditional business would seek it: the human heart. Twenty-first-century employees need to feel... valued, respected, developed, and cared for. Their work has to matter. Recent scientific discoveries tell us that it's the heart, and not the mind, that drives human performance and achievement.Drawing on decades of experience as a senior leader for regional and national financial institutions, Mark C. Crowley offers proof that leaders who intentionally engage the hearts of their employees will be rewarded with uncommon (and highly sustainable) performance and achievement. We've seen centuries of evidence of what the heart can do in sports, art, and music. Business is next.Lead From The Heart, and your employees will follow

    For the first time, William Poundstone reveals the toughest questions used at Microsoft and other Fortune 500 companies -- and supplies the answers. He traces the rise and controversial fall of employer-mandated IQ tests, the peculiar obsessions of Bill Gates (who plays jigsaw puzzles as a competitive sport), the sadistic mind games of Wall Street (which reportedly led one job seeker to smash a forty-third-story window), and the bizarre excesses of today's hiring managers (who may start off your interview with a box of Legos or a game of virtual Russian roulette). How Would You Move Mount Fuji? is an indispensable book for anyone in business. Managers seeking the most talented employees will learn to incorporate puzzle interviews in their search for the top candidates. Job seekers will discover how to tackle even the most brain-busting questions, and gain the advantage that could win the job of a lifetime. And anyone who has ever dreamed of going up against the best minds in business may discover that these puzzles are simply a lot of fun. Why are beer cans tapered on the end, anyway?

    Yet the projects he envisioned laid the foundation for the nation's development once it became independent. More extraordinary still, these institutions continue to set the pace for others in their respective areas. For, among his many achievements are the Indian Institute of Science in Bangalore, which has groomed some of the country's best scientists, the Tata Steel plant in Jamshedpur, which marked the country's transition from trading to manufacturing, his pioneering hydro-electric project, and the Taj Mahal hotel in Mumbai, one of the finest in the world. In these as in other projects he undertook, Jamsetji revealed the unerring instinct of a man who knew what it would take to restore the pride of a subjugated nation and help it prepare for a place among the leading nations of the world once it came into its own. The scale of the projects required abilities of a high order. In some cases it was sheer perseverance that paid off "as with finding a suitable site for the steel project. In others, such as the Indian Institute of Science, it was his exceptional persuasive skills and patience that finally got him the approval of a reluctant viceroy, Lord Curzon. In For the Love of India, R.M. Lala has drawn upon fresh material from the India Office Library in London and other archives, as also Jamsetji's letters, to portray the man and his age. It is an absorbing account that makes clear how remarkable Jamsetji's achievement truly was, and why, even now, one hundred years after his death, he seems like a man well ahead of the times.

    In his latest book, management expert Ken Miller discusses how the processes of state and local government became so complicated and inefficient – and how to start cleaning up the mess. With his typical irreverent and funny tone, Ken lays out the simple ways that public-sector leaders can tear down all the twisted, broken parts of government and rebuild it stronger, leaner and better equipped to help citizens. Full of clear, concise tips on increasing government’s capacity, Extreme Government Makeover is essential reading for everyone in government, from top-level executives to managers and employees on the front lines.What you’ll learn in Extreme Government Makeover• The one and only thing government needs to focus on to get out of this crisis• How government can perform its vital functions 80 percent faster, at less cost and with better quality• The DNA of government complexity and how we can genetically modify it • How to spot the “moldy” thinking that is making us all sick• How to get rid of 40 percent of your agency’s workload• How to find the hidden costs of government• What the next generation of customers and employees are going to do to your operations• Why technology isn’t the answer• Most importantly, you’ll learn a new way of seeing the work of government – and a better way to make that work great.

    Why is this important? Being good at one's job and wanting to stay with one's employer are critical concerns for employees and managers alike. This book takes a unique approach by highlighting the concepts of PEFORMANCE and COMMITMENT at the beginning of the book. After describing these topics in detail, every remaining chapter in the book concludes by linking that chapter's major topic to performance and commitment. Using this approach, students can better appreciate the practical relevance of organizational behavior concepts.

    There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Written by highly respected experts and prestigious scholars, Hitt/Ireland/Hoskisson's STRATEGIC MANAGEMENT: COMPETITIVENESS AND GLOBALIZATION, CONCEPTS AND CASES, 10E provides an intellectually rich, yet thoroughly practical analysis of strategic management today. This unique text is the only one to integrate the classic industrial organization model with a resource-based view of the firm to give readers a complete understanding of how today's businesses use strategic management to establish a sustained competitive advantage. The authors present cutting-edge research and strategic management trends within a strong global focus, using memorable examples from more than 600 companies. A wealth of learning features and selection of 30 all-new compelling cases prepare your students to face the broad range of critical issues confronting contemporary managers. Engaging video cases, CengageNOW online teaching tools, and a complete electronic business library keeps study current and relevant.

    Now you can study at the office, on a plane or even in your car with RMC’s portable and extremely valuable Hot Topics PMP® Exam Flashcards—in hard copy or audio CD format. Over 300 of the most important and difficult to recall PMP® exam-related terms and concepts are now available for study as you drive, fly or take your lunch break. Order them both! This product is aligned with the PMBOK® Guide Third Edition (2005).

    They take initiative, and they forge consensus. Ultimately, they help others maximize their impact, so the organization can continue to thrive in a highly competitive future. Insprirational leadership without a firm grounding in organization politics risks becoming hollow rhetoric. Political Savvy discusses how successful leaders at all levels in the organization operate ethically behind-the-scenes to work the darker side of organizational life. The book helps you analyze your own political style, (yes, everyone has one) and understand the strategies and tactics used by ethical leaders. Through quotes, grids, tools, a case study, mapping techniques and examples, the book provides a systematic, practical guide to navigating political minefields so you can increase your influence in the organization, coach others, and obtain the career success, satisfaction, and meaning you want from work.

    This stunning exposé of some of the most prestigious and respected names in the business leads you into a world where a client's interests are skillfully subordinated to those of the consultants, where money rules the day, and where principles and morals are unwelcome baggage.Humorous and insightful, this no-holds-barred account takes you behind the scenes of the dehumanizing indoctrination of an academic intellectual into an exploitative -- and exploited -- "global transformation contractor." Featuring new material dealing with the e-consulting industry's boom, bust, and its future, Consulting Demons offers the most complete look at an industry that exacts the highest prices for the most questionable standards of success.

    Pearce and Robinson have retained high level of academic credibility and market-leading emphasis on strategic practice with this edition. This text continues to have strong support from longtime adopters and growing support in schools with a desire to provide straightforward treatment of strategic management with a practical, systematic approach. The 12th edition offers 30 cases with a mixture of small and large firms; start-ups and industry leaders; global and domestically focused companies; and service, retail, manufacturing, technology, and diversified activities. Pearce and Robinson continue to use a unique pedagogical model they created to provide logic and structure to its treatment of strategic management which in turn makes the material more easily organized by the instructor and learned by the student.

     Common, yet little understood, tongue-ties can lead to a myriad of problems, including difficulty when nursing, speaking or eating. In the most crucial and formative parts of children’s lives, tongue-ties have a significant effect on their well-being. Many parents and professionals alike want to know what can be done, and how best to treat these patients and families. And now, there are answers. Tongue-Tied: How a Tiny String Under the Tongue Impacts Nursing, Feeding, Speech, and More is an exhaustive and informative guide to this misunderstood affliction. Along with a team of medical specialists, author Dr. Richard Baxter demystifies tongue-ties and spells out how this condition can be treated comprehensively, safely and comfortably. Starting with a broad history of tongue-ties, this invaluable guide covers 21st-century assessment techniques and treatment options available for tethered oral tissues. Various accounts of patient challenges and victories are prominently featured as well. With the proper diagnosis and treatment, tethered oral tissues can be released with minimal discomfort, resulting in improvements during nursing, speaking, and feeding, while also reducing the incidence of dental issues, headaches, and even neck pain for children through adults. Aimed at both parents and professionals, Tongue-Tiedencourages those affected while providing reassuring and valuable information. Dr. Baxter and his qualified team have pooled their expertise to make a difference in the lives of people. Having examined and treated newborns to adults with oral restrictions since the early 1980s, I have never seen such a complete and thorough study of the subject. Dr. Baxter has covered it all! His own personal experience was a great motivator to make this book a must-read for parents, physicians, dentists, lactation consultants, and therapists of all kinds. Greg Notestine, DDS, AAACD Founding Member and Past Director, International Affiliation of Tongue-Tie Professionals (IATP) There can be no greater feeling than to see that I have been able to stimulate individuals like Dr. Baxter to add to the body of knowledge needed to educate the healthcare community as well as parents on the need to have tethered oral tissues evaluated for the many potential problems related to the tongue, which is not just a muscle, but a part of our body that can affect many of the body’s systems, infant growth and development, speech and much more. Congratulations on writing this excellent book. Larry Kotlow, DDS Pioneer and Expert on Tethered Oral Tissues Tongue-Tied is a revolutionary resource for parents, patients, and professionals alike. Such a detailed, comprehensive, and research-based resource has not existed until now! As a speech-language pathologist and certified orofacial myologist, this will be on the top shelf of my library and will be a resource I recommend to my colleagues, patients, and students. Thank you for filling this gap! Autumn R. Henning, MS, CCC-SLP, COM Founder, TOTS Training How refreshing to have a resource for parents and professionals based on clinical expertise and current research! Tongue-Tied is a straight-forward, no-nonsense approach to the influence of tethered oral tissues on both speech and feeding development. Melanie Potock, MA, CCC-SLP Author of Adventures in Veggieland & co-author of Raising a Healthy Happy Eater As a surgical specialist and clinical researcher in the area of tethered oral tissues for close to 20 years, I have been waiting for a comprehensive text of this subject.

    In fact, it has been argued that the number two position is the toughest job in a company. COOs are typically the key individuals responsible for the delivery of results on a day-to-day, quarter-to-quarter basis. They play a critical leadership role in executing the strategies developed by the top management team. And, in many cases, they are being groomed to be—or are actually being tested as—the firm's CEO-elect. Despite all this, the COO role has not received much attention.Riding Shotgun: The Role of the COO provides a new understanding of this little-understood role. The authors—a scholar and a consultant—develop a framework for understanding who the COO is, why a company would want to create this position, and the challenges associated with successful performance in the COO role. Drawing heavily on a number of first-person accounts from CEOs and other top executives in major corporations, the authors have developed a set of strategies or principles to inform individuals who aspire to serve in such a position. The executives who share their experiences in this book are from some of the most established and important companies in today's economy: AirTran; American Standard Companies; Amgen; Adobe Systems, Inc.; Autodesk, Inc; eBay; Heidrick & Struggles; InBev; Kohlberg Kravis Roberts & Company; Mattel, Inc; Motorola; PepsiCo; Raytheon Company; Starbucks; and many others. Excerpts from the Book:On focusing on success"The primary goal I set for myself on how I define what success looks like for me is am I working at a company that matters? Am I working with somebody who I think affects positive change? Am I providing a benefit to my family? Am I enjoying myself? Why would I put a limitation on my enjoyment? There is an old view on Wall Street that says, 'They love you until they don't.' I am going to stay happy until I am not."—Dan Rosensweig, COO Yahoo!On the relationship between the CEO and COO"Deep down, you have to trust each other and you have to like each other. If you don't like each other, and/or don't trust each other, it may work, kind of, but it will be at a fifty percent level at best."—Craig Weatherup, Director, Starbucks, and former Chairman, PepsiOn the challenges of transitioning into the COO role"If you can't conceptualize the strategic objectives or help drive that or participate in that, I don't think you are going to succeed. But, equally, if you can't translate that into an executable plan, you are not going to succeed either."—Shantanu Narayen, COO, Adobe SystemsAdditional Quotes:"Miles & Bennett tackle an important and drastically under-researched area: the role, personalities, fit and success factors of COOs. We've seen several COOs who have been total winners, but it's striking how different the models of success can be depending on role, personal competencies, business situation/cycle/type, team strengths, and CEO strengths. The authors have done a very nice job of tying all of this together."—Jim Williams, Partner, Texas Pacific Group"The lessons reported in this book will be very useful to Boards, Heads of Human Resources and CEOs as they consider succession planning and organizational design."—Dale Morrison, President & Chief Executive Officer, McCain Foods Limited"The job of COO is becoming more important as companies and their boards look internally for succession alternatives. One question they face: Will the organization continue to run as the number 2 becomes the number 1? Riding Shotgun will help answer this and many more questions about the COO role in today's corporate structure."—John Berisford, Senior Vice President, Human Resources, The Pepsi Bottling Group"The COO plays a critical leadership role in most businesses, but its particularly true in the natural resources

    Forget the dashing swashbuckler, effective leadership is typically understated. It's the myriad small things that make the big things possible. In Do Lead, Les McKeown demolishes the myths that have paralysed leadership in our modern era, then provides newt tools for the job. You'll discover that we can all lead. And what's more, we should. Because effective leadership is goal- not people-oriented. It's about the person with the right skills putting themselves forward. Find out:• The mindset required• The basic leadership toolkit• Techniques for dealing with the (inevitable) failuresWhether you are new to the game or reigniting a dormant passion, start leading from where you are, right now. And start to make a difference. You can lead. Yes, you.