This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

    But modern times have forced the world’s tribes into a shared space, resulting in epic clashes of values along with unprecedented opportunities. As the world shrinks, the moral lines that divide us become more salient and more puzzling. We fight over everything from tax codes to gay marriage to global warming, and we wonder where, if at all, we can find our common ground. A grand synthesis of neuroscience, psychology, and philosophy, Moral Tribes reveals the underlying causes of modern conflict and lights the way forward. Greene compares the human brain to a dual-mode camera, with point-and-shoot automatic settings (“portrait,” “landscape”) as well as a manual mode. Our point-and-shoot settings are our emotions—efficient, automated programs honed by evolution, culture, and personal experience. The brain’s manual mode is its capacity for deliberate reasoning, which makes our thinking flexible. Point-and-shoot emotions make us social animals, turning Me into Us. But they also make us tribal animals, turning Us against Them. Our tribal emotions make us fight—sometimes with bombs, sometimes with words—often with life-and-death stakes. An award-winning teacher and scientist, Greene directs Harvard University’s Moral Cognition Lab, which uses cutting-edge neuroscience and cognitive techniques to understand how people really make moral decisions. Combining insights from the lab with lessons from decades of social science and centuries of philosophy, the great question of Moral Tribes is this: How can we get along with Them when what they want feels so wrong to Us? Ultimately, Greene offers a set of maxims for navigating the modern moral terrain, a practical road map for solving problems and living better lives. Moral Tribes shows us when to trust our instincts, when to reason, and how the right kind of reasoning can move us forward. A major achievement from a rising star in a new scientific field, Moral Tribes will refashion your deepest beliefs about how moral thinking works and how it can work better.

    This brilliant radio personality now bursts onto the page as an illustrated character in vivid comics drawn by acclaimed artist Josh Neufeld. The cartoon of Brooke conducts the reader through two millennia of history-from the newspapers in Caesar's Rome to the penny press of the American Revolution and the manipulations of contemporary journalism. Gladstone's manifesto debunks the notion that "The Media" is an external force, outside of our control, since we've begun directly constructing, filtering, and responding to what we watch and read. With fascinating digressions, sobering anecdotes, and brave analytical wit, The Influencing Machine equips us to be smart, savvy, informed consumers and shapers of the media. It shows that we have met the media and it is us. So now what?

    Everything else can be made, bought or created. Our life is made up of around 600,000 hours and every second is of infinite value. We live in an attention economy where corporations are fighting for our time with the goal of monetizing our every second. The money we use loses value and devalues our time through inflation. When we work, we are exchanging our limited time for money whose quantity increases every year. It hasn’t always been this way. People used gold as money for a reason; it was also a limited resource. Now, what does the future hold?Valuing your time is the first step to improving your life. Knowing that your time is the only limited resource makes you more selective about the things you do, the people you spend your time with and the assets you choose to store your wealth in. Once you learn to appreciate your time, you will get busy doing the things you love and start making better financial choices.

    Jim Petersen distills years of counseling and pastoral ministry into an informal volume loaded with practical tips, examples and techniques to practice. His book highlights our cultures courtroomlike communication that often puts people at odds with each other. Most people think they listen well but dont and folks walk away unheard, misunderstood and disconnected. Readers will chuckle in recognition at the tongueincheek but spoton flatbrain theory of emotions. It shows how and why we get upset and confused in tense situations and what to do about it. It lays the practical groundwork to better manage emotionally loaded situations. This book shows communication that works and is equally appropriate for professionals, such as pastors and therapists and for the general public. The ingenious TalkerListener Card gives a takingturn method to end arguing as we know it. It works for couples, business relationships, church listening programs, counselors, group discussions and the family dinner table listening game. Thirty listening techniques will help the reader immediately begin to turn enemies into friends, poor relationships into decent ones and good relationships into better ones. These accessible skills are being used in pastoral counseling classes, counseling offices, church staffs, professional offices, on dates, in corporate board rooms and at kitchen tables around the country .

    The news media–once the vaunted watchdogs of our republic–are often too timid or distracted to identify these deceptions.unSpun is the secret decoder ring for the twenty-first-century world of disinformation. Written by Brooks Jackson and Kathleen Hall Jamieson, the founders of the acclaimed website FactCheck.org, unSpun reveals the secrets of separating facts from disinformation, such as: • the warning signs of spin, hype, and bogus news• common tricks used to deceive us• how to find trustworthy and objective sources of informationTelling fact from fiction shouldn’t be a difficult task. With this book and a healthy dose of skepticism, anyone can cut through the haze of biased media reportage to be a savvier consumer and a better-informed citizen.“Read this book and you will not go unarmed into the political wars ahead of us. Jackson and Jamieson equip us to be our own truth squad, and that just might be the salvation of democracy.” –Bill Moyers“THE DEFINITIVE B.S. DETECTOR–AN ABSOLUTELY INVALUABLE GUIDEBOOK.”–Mark Shields, syndicated columnist and political analyst, NewsHour with Jim Lehrer“unSpun is an essential guide to cutting through the political fog. Just in time for the 2008 campaign, Brooks Jackson and Kathleen Hall Jamieson have written a citizen’s guide to avoiding the malarkey of partisan politics.”–Mara Liasson, NPR national political correspondent“The Internet may be a wildly effective means of communication and an invaluable source of knowledge, but it has also become a new virtual haven for scammers–financial, political, even personal. Better than anything written before, unSpun shows us how to recognize these scams and protect ourselves from them.”–Craig Newmark, founder and customer service representative, Craigslist.orgFrom the Trade Paperback edition.

    But what makes people say yes to our requests? Persuasion is not only an art, it is also a science, and researchers who study it have uncovered a series of hidden rules for moving people in your direction. Based on more than sixty years of research into the psychology of persuasion, Yes! reveals fifty simple but remarkably effective strategies that will make you much more persuasive at work and in your personal life, too.Cowritten by the world's most quoted expert on influence, Professor Robert Cialdini, Yes! presents dozens of surprising discoveries from the science of persuasion in short, enjoyable, and insightful chapters that you can apply immediately to become a more effective persuader. Why did a sign pointing out the problem of vandalism in the Petrified Forest National Park actually increase the theft of pieces of petrified wood? Why did sales of jam multiply tenfold when consumers were offered many fewer flavors? Why did people prefer a Mercedes immediately after giving reasons why they prefer a BMW? What simple message on cards left in hotel rooms greatly increased the number of people who behaved in environmentally friendly ways?Often counterintuitive, the findings presented in Yes! will steer you away from common pitfalls while empowering you with little-known but proven wisdom.Whether you are in advertising, marketing, management, or sales, or just curious about how to be more influential in everyday life, Yes! shows how making small, scientifically proven changes to your approach can have a dramatic effect on your persuasive powers.

    R. Covey again illuminates the hidden power of trust to change lives and impact organizations in Smart Trust. In a compelling and readable style, he and long-time business partner Greg Link share enlightening principles and anecdotes of people and organizations that are not only achieving unprecedented prosperity from high-trust relationships and cultures but—even more inspiring—also attaining elevated levels of energy and joy.     The sustainable success these leaders and enterprises are exhibiting is paradoxically being produced in what has proved to be the lowest trust climate in years, if not decades. Smart Trust shows what they are doing and the five actions they are commonly taking to prosper, against the odds, in the same circumstances causing so many others to fail.     With penetrating insights illuminated by their unique access to many of the world’s most successful leaders and organizations, the authors lay out a breakthrough process and skill set in a practical and actionable formula that makes trust a performance multiplier for leaders, teams, organizations, and even countries. They show why trust is fast becoming the most consequential life and leadership skill of our time—a career-critical competency required to navigate and compete in this perilous twenty-first-century interdependent, global economy. Covey and Link teach how to cut through traditional either/or thinking to extend “Smart Trust,” enabling you to exercise sound judgment in a low-trust world by minimizing risk and maximizing possibilities.     Smart Trust has met the strict scrutiny of business leaders around the globe and is validated by research from multiple sources that confirms that high-trust organizations outperform low-trust organizations by nearly three times. Smart Trust shares findings that verify how enduring success, vitality, and happiness are directly related to the level of trust in our relationships—whether in our professional or personal lives.      Find out why trusted people are more likely to get hired or promoted, get the best projects and bigger budgets, and are last to be laid off. This sea-changing book will forever shift your perspective as it reveals and validates, once and for all, the transformational power of trust. Reading Smart Trust will increase your probability of thriving in this increasingly unpredictable marketplace. The more unpredictable it becomes, the more your (and your organization’s) sound judgment and ability to trust in this low-trust world will give you a tremendous competitive advantage—and the capacity to navigate the uncertainty low trust creates.

    Renowned expert Erin Meyer is your guide through this subtle, sometimes treacherous terrain where people from starkly different backgrounds are expected to work harmoniously together.When you have Americans who precede anything negative with three nice comments; French, Dutch, Israelis, and Germans who get straight to the point (“your presentation was simply awful”); Latin Americans and Asians who are steeped in hierarchy; Scandinavians who think the best boss is just one of the crowd—the result can be, well, sometimes interesting, even funny, but often disastrous.Even with English as a global language, it’s easy to fall into cultural traps that endanger careers and sink deals when, say, a Brazilian manager tries to fathom how his Chinese suppliers really get things done, or an American team leader tries to get a handle on the intra-team dynamics between his Russian and Indian team members.In The Culture Map, Erin Meyer provides a field-tested model for decoding how cultural differences impact international business. She combines a smart analytical framework with practical, actionable advice for succeeding in a global world.

    His groundbreaking revelations shed light not just on business but on the way every human being acts and lives around the world. Rapaille’s breakthrough notion is that we acquire a silent system of Codes as we grow up within our culture. These Codes—the Culture Code—are what make us American, or German, or French, and they invisibly shape how we behave in our personal lives, even when we are completely unaware of our motives. What’s more, we can learn to crack the Codes that guide our actions and achieve new understanding of why we do the things we do. Rapaille has used the Culture Code to help Chrysler build the PT Cruiser—the most successful American car launch in recent memory. He has used it to help Procter & Gamble design its advertising campaign for Folger’s coffee – one of the longest-lasting and most successful campaigns in the annals of advertising. He has used it to help companies as diverse as GE, AT&T, Boeing, Honda, Kellogg, and L’Oréal improve their bottom line at home and overseas. And now, in The Culture Code, he uses it to reveal why Americans act distinctly like Americans, and what makes us different from the world around us. In The Culture Code, Dr. Rapaille decodes two dozen of our most fundamental archetypes—ranging from sex to money to health to America itself—to give us “a new set of glasses” with which to view our actions and motivations. Why are we so often disillusioned by love? Why is fat a solution rather than a problem? Why do we reject the notion of perfection? Why is fast food in our lives to stay? The answers are in the Codes. Understanding the Codes gives us unprecedented freedom over our lives. It lets us do business in dramatically new ways. And it finally explains why people around the world really are different, and reveals the hidden clues to understanding us all.

    Your colleague's husband's sister can make you fat, even if you don't know her. A happy neighbor has more impact on your happiness than a happy spouse. These startling revelations of how much we truly influence one another are revealed in the studies of Dr. Christakis and Fowler, which have repeatedly made front-page news nationwide. In Connected, the authors explain why emotions are contagious, how health behaviors spread, why the rich get richer, even how we find and choose our partners. Intriguing and entertaining, Connected overturns the notion of the individual and provides a revolutionary paradigm-that social networks influence our ideas, emotions, health, relationships, behavior, politics, and much more. It will change the way we think about every aspect of our lives.

    Yet few companies are facing this reality. When they don?t, a lingering malaise sets in.? More than ever these days, the sales process tends to be a war about price?a frustrating, unpleasant war that takes all the fun out of selling. But there's a better way to think about sales, says bestselling author Ram Charan, who is famous for clarifying and simplifying difficult business problems. What the customer wants you to know is how his or her business works, so you can help make it work better. It sounds simple, but there's a catch: you won't be able to do that with your traditional sales approach. Instead of starting with your product or service, start with your customer's problems. Focus on becoming your customer's trusted partner, someone he can turn to for creative, cost-effective solutions that are based on your deep knowledge of his values, goals, problems, and customers. This book defines a new approach to selling?which Charan calls value creation selling?that while radical is nonetheless practical. VCS has been battle-tested in companies in a variety of industries, such as Unifi, Mead-Westvaco, and Thomson Financial. It will enable you to: ? Gain a deeper knowledge of your customer's problems ? Understand how your customer's company really makes decisions ? Help your customer improve margins and drive revenue growth ? Connect sales with other key functions such as finance and manufacturing ? Come up with new customized offerings ? Make price much less of an issue VCS gets you out of the hell of commoditization and low prices. It differentiates you from the competition, paving the way to better pricing, better margins, and higher revenue growth, built on win-win relationships that deepen over time. Someday, every company will listen more closely to the customer, and every manager will realize that sales is everyone's business, not just the sales department?s. In the meantime, this eye-opening book will show you how to get started.

    The consequences of this gathering may be enormous. In this new ebook, experts Patrick J. Michaels and Paul C. Knappenberger assess the issues sure to drive the debate before, during, and after the Paris meeting.

    Erin French grew up in Freedom, Maine (population 719), helping her father at the griddle in his diner. An entirely self-taught cook who used cookbooks to form her culinary education, she now helms her restaurant, The Lost Kitchen, in a historic mill in the same town, creating meals that draw locals and visitors from around the world to a dining room that feels like an extension of her home kitchen. The food has been called "brilliant in its simplicity and honesty" by Food & Wine, and it is exactly this pure approach that makes Erin's cooking so appealing--and so easy to embrace at home.This stunning giftable package features a vellum jacket over a printed cover.

    Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.