Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

    Roff-Marsh calls these executives his silent revolutionaries. This revolution has been brewing for a long time. For the last 20 years, organizations’ ability to produce has overtaken their ability to sell, and, for at least as long, customers have unfailingly embraced every opportunity to avoid interacting with traditional field salespeople. Applying the division of labor to sales might not seem controversial, but this innocent-sounding idea decimates the sales management orthodoxy and replaces it with a strange new world where sales is primarily an inside activity, where salespeople earn fixed salaries and focus their attention exclusively on selling conversations, where regional sales offices become redundant, and where marketing and engineering become seamlessly integrated with sales.The Machine is a field guide for the executive who’s prepared to wrestle sales away from autonomous field-based artisans in favor of a tightly synchronized team of specialists. Readers will embrace The Machine either to exploit the new sales order or to avoid falling victim to it.

    It is a frosty April evening in occupied Belgium when a beautiful young woman finds herself on the run from the enemy. Also being pursued is Ned Scott, a British army major who has been badly injured. The pair find themselves at a hospital run by the famous Edith Cavell, who agrees to treat the major while offering them both refuge and a false identity - she names the young girl Anna.However it seems no one is safe, and as details of Anna's true identity emerge, the enemy's net tightens. Meanwhile, the major is torn between his desire to stand by brave Edith and the knowledge that he must escape.Closely watched wherever they go, is there anyone these three people can trust? And will love have the power to overcome the horrors of war?

    Dozens of key charts, tables, and graphs, including updated steam tables and two new charts of LMTD heat exchanger correction factors, make it possible to work most exam problems using the Reference Manual alone. A complete, easy-to-use index saves you valuable time during the exam as it helps you quickly locate important information needed to solve problems._____________________________Since 1975 more than 2 million people preparing for their engineering, surveying, architecture, LEED®, interior design, and landscape architecture exams have entrusted their exam prep to PPI. For more information, visit us at www.ppi2pass.com.

    And Mother Teresa was its leader.How did this nun with no formal business training create a global brand, become a powerful fund-raising and public relations magnet, and lead a worldwide organization through every phase of growth over the course of forty-seven years? What were her secrets?When we shift our lens and view Mother Teresa from a leadership perspective, a wonderful success story emerges, one filled with inspiration, life lessons, and impact.Ruma Bose spent time in Calcutta working as a volunteer with Mother Teresa and her Missionaries of Charity in 1992. Over time, she discovered that Mother Teresa’s success resulted from the careful application of eight simple and unexpected principles.Through the pages of this book you will have the unique opportunity to learn these principles, share Bose’s experience with Mother Teresa, and discover how to apply Mother Teresa’s principles whether on a single project, throughout an organization, or in your life.Modern, well-timed, and humane, Mother Teresa, CEO helps you discover how you don’t have to be a saint to be a great leader!

    Maxwell combines in one affordable volume the full text of The 21 Irrefutable Laws of Leadership, Developing the Leader Within You, and The 17 Indisputable Laws of Teamwork -- with total sales exceeding 3 million copies.The 21 Irrefutable Laws of Leadership: This business classic combines insights of leadership successes and mistakes with observations from the worlds of business, politics, sports, and military conflict. Like them or not, the laws of leadership govern people s personal and organizational effectiveness.Developing the Leader Within You: For those who have a desire (or maybe a calling) for leadership, this bestseller will help them develop the vision, value, influence, and motivation required to succeed both now and in the future.The 17 Indisputable Laws of Teamwork: Whether people are leaders or a team members, this book will inspire them to dive into and enjoy the process of team building, and to witness the positive impact on every aspect of their lives.

    This and other developments will prompt utilities to undergo the largest changes in their history. Smart Power examines the many facets of this unprecedented transformation. This enlightening book begins with a look back on the deregulatory efforts of the 1990s and their gradual replacement by concerns over climate change, promoting new technologies, and developing stable prices and supplies. In thorough but non-technical terms it explains the revolutionary changes that the Smart Grid is bringing to utility operations. It also examines the options for low-carbon emissions along with the real-world challenges the industry and its regulators must face as the industry retools and finances its new sources and systems. Throughout the book, Peter Fox-Penner provides insights into the policy choices and regulatory reform needed to face these challenges. He not only weighs the costs and benefits of every option, but presents interviews with informed experts, including economists, utility CEOs, and engineers. He gives a brief history of the development of the current utility business model and examines possible new business models that are focused on energy efficiency.Smart Power explains every aspect of the coming energy revolution for utilities in lively prose that will captivate even the most techno-phobic readers.

    In this compelling first-person narrative she transports you into her world at the bedside in the maternity wards where childbirth dramas take place. In the challenging environment of urban clinics and crowded labor rooms the midwife strives to bring personalized care, dignity and a sense of empowerment to every patient. Like an updated U.S. version of "Call the Midwife," the British best seller and television series, this book describes some of the most unforgettable births, the most heartwarming -- and the rare heartbreaking -- experiences of her career. Memorable patients include Mia, a mentally ill woman whose stomach ache turns out to be a baby; teenager Shaniqua who breezes through birth despite her youth; and Jeremiah, a little boy born HIV-infected who captures the love of the entire staff. Through these stories, readers will gain insight into many variations in pregnancy and birth, and learn what is special about the midwifery approach to care. You may be surprised to learn how similar Cohen's patients' childbirth experiences were to your own, and where they differed.

    In this book—the only one on the market dealing with the specific issues involved in toilet training children with autism—Maria Wheeler offers a detailed roadmap for success, based on over twenty years of experience. Easy-to-read bulleted lists offer over 200 do’s and don’ts, along with more than fifty real-life examples. Learn, among other things, how to:gauge “readiness" overcome fear of the bathroom teach how to use toilet paper, flush and wash up and deal with toileting in unfamiliar environments. A life preserver for parents and reluctant children!Helpful chapters include:The Importance of Toilet Training Determining Readiness Developing a Toileting Routine Dressing for the Occasion Habit Training Teaching Continence Communicating the Need to Use the Toilet When Toilet Training is Successful Toileting in Unfamiliar Environments Nighttime Training Support Strategies Common Problems (and Solutions) Associated with Toilet Training Persons with Autism

    Reach back into your childhood and recapture the leadership principles you learned from your favorite toys.What can LEGOS teach you about building your business through connection? How can Slinky Dog demonstrate the value of patience when you're growing your organization? What has every little boy learned from his Little Green Army Men that he can use in business strategy? Whether you are an executive, a manager, or a parent, in Toy Box Leadership you will find the toy box a great place for lessons to successfully influence and lead others.

    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.

    But starting in the late 1990s, shocking reports emerged that showed this was far from the truth. Treatment-related deaths or “complications” were found to be the fifth leading cause of death for Americans, and hundreds of thousands of patients were being harmed by botched medical procedures.Spurred by the quality crisis, a group of visionary physicians led by Donald Berwick and Paul Batalden embarked on a study of industrial “quality improvement” techniques, daring to apply them to the practice of medicine despite resistance from the medical community. The Best Practice tells the story of this burgeoning movement, and of how the medical landscape is being radically transformed—for the better.

    Readers will develop an understanding of the multiple research methods and strategies used in education and related fields, the ability to read and critically evaluate published research, and the ability to write a proposal, construct a questionnaire, and conduct an empirical research study on their own.

    It can help readers of any age and sexual orientation to change their own behavior and to recognise when they are being controlled.

    Experience the awakening that hurled him through a nightmarish journey to the most inner core of his soul. Burrow inside an emotional abuser's head and find out why: he is so charming one minute and a raging manic the next - he blames you for everything - he belittles your feelings, opinions, or your accomplishments - he never seems to support you - he cuts you down in front of friends and family - he causes you to walk on eggshells - he is so angry so much of the time - he can't admit when he is wrong. Discover what Austin learned during his five years of recovery, along with the horror, that his three decade abusive lifestyle stemmed from events that happened as a young teenager, following the unexpected death of his father. Through great sorrow, came the ability to be transformed from the ashes of defeat to the type of cleansing and healing that not only renewed Austin's spirit, but allowed it to soar to new heights.The book answers the questions: how can a too-close relationship with mom affects him - what type of counseling works and which to avoid - how to tell if your mate is really changing or if it's time to bail on the relationship. There are several chapters dedicated to breaking free from abuse and getting help. The book hopes to encourage people stuck as an abuser or as being abused that it is possible to break free from abuse.