Slights, insensitivities, and rude behaviors can cut deeply. Moreover, incivility hijacks focus. Even if people want to perform well, they can't. Customers too are less likely to buy from a company with an employee who is perceived as rude. Ultimately, incivility cuts the bottom line. In Mastering Civility, Christine Porath shows how people can enhance their influence and effectiveness with civility. Combining scientific research with fascinating evidence from popular culture and fields such as neuroscience, medicine, and psychology, this book provides managers and employers with a much-needed wake-up call, while also reminding them of what they can do right now to improve the quality of their workplaces.

    It's only because they like me. I was in the right place at the right time. I just work harder than the others. I don't deserve this. It's just a matter of time before I am found out. Someone must have made a terrible mistake. If you are a working woman, chances are this inter­nal monologue sounds all too familiar. And you're not alone. From the high-achieving Ph.D. candidate convinced she's only been admitted to the program because of a clerical error to the senior executive who worries others will find out she's in way over her head, a shocking number of accomplished women in all ca­reer paths and at every level feel as though they are faking it--impostors in their own lives and careers.While the impostor syndrome is not unique to women, women are more apt to agonize over tiny mistakes, see even constructive criticism as evi­dence of their shortcomings, and chalk up their accomplishments to luck rather than skill. They often unconsciously overcompensate with crippling perfec­tionism, overpreparation, maintaining a lower pro­file, withholding their talents and opinions, or never finishing important projects. When they do succeed, they think, Phew, I fooled 'em again. An internationally known speaker, Valerie Young has devoted her career to understanding women's most deeply held beliefs about themselves and their success. In her decades of in-the-trenches research, she has uncovered the often surprising reasons why so many accomplished women experience this crushing self-doubt.In The Secret Thoughts of Successful Women, Young gives these women the solution they have been seek­ing. Combining insightful analysis with effective ad­vice and anecdotes, she explains what the impostor syndrome is, why fraud fears are more common in women, and how you can recognize the way it mani­fests in your life.

    While the principles it lays out are timeless, our world has changed drastically since the book’s publication. The exponential rise of technology, global flattening of markets, instant communication, and pressures on corporate workforces to do more with less—including resources, funding, and staff—have all revolutionized the world in which we live and work.Now, Ken Blanchard and Spencer Johnson have written The New One Minute Manager to introduce the book’s powerful, important lessons to a new generation. In their concise, easy-to-read story, they teach readers three very practical secrets about leading others—and explain why these techniques continue to work so well.As compelling today as the original was thirty years ago, this classic parable of a young man looking for an effective manager is more relevant and useful than ever.

    It has been used in over 40 states and seven countries outside the U.S. He provides practical methods for taking action together that are simple and common sense, that use plain language, produce minimum paper and are actually useful to managers, community members and decision-makers. The book's Results Accountability framework can be used to improve the quality of life in communities, cities, counties, states and nations, including everything from the well-being of children to the creation of a sustainable environment. It can help government and private sector agencies improve the performance of their programs and make them more customer-friendly and effective. Results Accountability is a common sense approach that replaces all the complicated jargon-laden methods foisted on us in the past. The methods can be learned and applied quickly, and all the materials are free for use by government and non-profit organizations and for-profit organizations of five persons or less. In addition to presenting practical methods, this book is also makes a contribution to social theory. The book makes a clear distinction between population and performance accountability. While public and private organizations bear responsibility for their own performance, no organization can claim ownership of the well-being of a whole population. Population accountability is not an extension of performance accountability but a separate, and perpetually unfinished, collective enterprise. The book clearly and completely explains the differences and connections betweenthese two forms of accountability. The Results Accountability progression of thought from results to experience, measures, baselines, story, partners, what works and action can be applied to any population challenge from the highest level consideration of world peace to the economic prosperity of nations and states to the safety of children in a particular community. The same thought progression can be applied to any performance accountability challenge from the management of whole governments to large public and private sector agencies to the smallest program and finally to our personal lives. Results accountability may be the only planning framework of this scope.

    The women just don't ask. It turns out that whether they want higher salaries or more help at home, women often find it hard to ask. Sometimes they don't know that change is possible--they don't know that they can ask. Sometimes they fear that asking may damage a relationship. And sometimes they don't ask because they've learned that society can react badly to women asserting their own needs and desires.By looking at the barriers holding women back and the social forces constraining them, Women Don't Ask shows women how to reframe their interactions and more accurately evaluate their opportunities. It teaches them how to ask for what they want in ways that feel comfortable and possible, taking into account the impact of asking on their relationships. And it teaches all of us how to recognize the ways in which our institutions, child-rearing practices, and unspoken assumptions perpetuate inequalities--inequalities that are not only fundamentally unfair but also inefficient and economically unsound.With women's progress toward full economic and social equality stalled, women's lives becoming increasingly complex, and the structures of businesses changing, the ability to negotiate is no longer a luxury but a necessity. Drawing on research in psychology, sociology, economics, and organizational behavior as well as dozens of interviews with men and women from all walks of life, Women Don't Ask is the first book to identify the dramatic difference between men and women in their propensity to negotiate for what they want. It tells women how to ask, and why they should.

    Meanwhile, people with important ideas--entrepreneurs, teachers, politicians, and journalists--struggle to make them "stick."In Made to Stick, Chip and Dan Heath reveal the anatomy of ideas that stick and explain ways to make ideas stickier, such as applying the human scale principle, using the Velcro Theory of Memory, and creating curiosity gaps. Along the way, we discover that sticky messages of all kinds--from the infamous "kidney theft ring" hoax to a coach's lessons on sportsmanship to a vision for a new product at Sony--draw their power from the same six traits.Made to Stick will transform the way you communicate. It's a fast-paced tour of success stories (and failures): the Nobel Prize-winning scientist who drank a glass of bacteria to prove a point about stomach ulcers; the charities who make use of the Mother Teresa Effect; the elementary-school teacher whose simulation actually prevented racial prejudice.Provocative, eye-opening, and often surprisingly funny, Made to Stick shows us the vital principles of winning ideas--and tells us how we can apply these rules to making our own messages stick.

    “Anchored by data and aromatized by anecdotes, [Rosin] concludes that women are gaining the upper hand." – The Washington Post Men have been the dominant sex since, well, the dawn of mankind. But Hanna Rosin was the first to notice that this long-held truth is, astonishingly, no longer true. Today, by almost every measure, women are no longer gaining on men: They have pulled decisively ahead. And “the end of men”—the title of Rosin’s Atlantic cover story on the subject—has entered the lexicon as dramatically as Betty Friedan’s “feminine mystique,” Simone de Beauvoir’s “second sex,” Susan Faludi’s “backlash,” and Naomi Wolf’s “beauty myth” once did. In this landmark book, Rosin reveals how our current state of affairs is radically shifting the power dynamics between men and women at every level of society, with profound implications for marriage, sex, children, work, and more. With wide-ranging curiosity and insight unhampered by assumptions or ideology, Rosin shows how the radically different ways men and women today earn, learn, spend, couple up—even kill—has turned the big picture upside down. And in The End of Men she helps us see how, regardless of gender, we can adapt to the new reality and channel it for a better future.

    Most leaders recognize that developing these clearly articulated statements is time well spent; they help keep the organization on track and pointed toward clear goals. A written leadership philosophy, which we call "The Leader's Compass", achieves the same thing on a personal level; it lets people know what you expect, what you value, how you'll act, and how you'll measure performance, with the additional benefits of making the workplace less stressful and more productive. And, like a compass, it helps to keep you, the leader, on course".

    I wish I could go back in tie and give to myself 20 years ago. I would have been a ten times better CEO. I recommend it to every entrepreneur I talk to. This is an absolute MUST read." - Jeff Davis, Founder & Chairman, 12 Mavens Behind Every Successful Founder is a Powerful Force Multiplier. Today's Entrepreneurs and business owners are always on, often overworked, bordering on burnout, suffering from decision fatigue, and trying to juggle it all while keeping their health and home life thriving and their businesses growing. Today's Executive Assistants are business-savvy leaders and are not content to sit on the sidelines. They want in on the action. They want to know that what they are doing is a value-add to their Executive and to the business as a whole. Yet, too often, EAs are kept at a distance and left unfulfilled. Sound familiar? Entrepreneurs and Executive Assistants need each other to survive and thrive. Entrepreneurs need a Force Multiplier (aka Executive Assistant), a strategic partner who will bring order to the chaos and take on the miscellaneous 80 percent of their workload - and who will help them create the foundation that will allow them to build a life and business without limits. Executive Assistants need a Founder (aka an Entrepreneur), a visionary, a driven, growth-minded leader who will reignite their passion for their career, challenge them to think bigger, and allow them to use their project management and leadership skills, along with their business acumen, to help create the foundation that will allow them both to build a life and career without limits. If you are an Executive Assistant interested in learning how to build a dynamic and fulfilling career, or a leader looking to hire or establish a better relationship with your right hand, then this book is for you. The Founder and the Force Multiplier: How Entrepreneurs and Executive Assistants Achieve More Together explores the partnership between the Entrepreneur and the Executive Assistant. Listen to it together. Compare notes. Use it as a catalyst for engaging in fierce conversations. The power of the partnership only works when you are both committed to challenging each other and growing together every day. Founder Adam Hergenrother and his Chief of Staff, Hallie Warner, have worked side by side for over eight years. Adam brings the vision and Hallie follows through. They don't have it all figured out; they are far from perfect, and they've had their share of growing pains over the years.Throughout this book, they share what's worked for them, what they've learned along this journey, and some best practices that they recommend you implement immediately to get results. It is their hope that the lessons you learn here will help you find success and fulfillment in your business, your career, and your life as a whole. Without a doubt, together you will achieve more. Let's get started. "I have been at Amazon for 3.5 years, and I am proud to say that I have been hired as an A to an Executive here starting next Monday! This book has been so informative and helpful in preparing me for the role - I wish I had discovered it prior to my interview! Thankfully I landed the job, and I'm sure that I will continue to reference this book as I settle into my new role." - Kathleen Dawson, Executive Assistant, Amazon "If you are part of an executive/executive assistant relationship, this book will challenge you to consider the current value of that relationship and encourage you to raise the bar.

    They discuss these issues amongst themselves all the time.  What they don’t do is talk to men about it. It’s time to end that disconnect. More people in leadership roles are genuinely trying to transform the way we work together, because there's abundant evidence that companies with more women in senior leadership perform better by virtually every measure. Yet despite good intentions, men often lack the tools they need, leading to fumbles, missteps, frustration and misunderstanding that continue to inflict real and lasting damage on women's careers.That's What She Said solves for that dilemma.  Filled with illuminating anecdotes, data from the most recent studies, and stories from Joanne Lipman’s own journey to the top of a male-dominated industry, it shows how we can win by reaching across the gender divide. What can the Enron scandal teach us about the way men and women communicate professionally? How does brain chemistry help explain men’s fear of women’s emotions at work? Why did Kimberly Clark have an all-male team of executives in charge of their Kotex tampon line? What can we learn from Iceland’s campaign to “feminize” an entire nation? That’s What She Said shows why empowering women as true equals is an essential goal for women and men—and offers a roadmap for getting there. That’s What She Said solves for:·         The respect gap·         Unconscious bias·         Interruptions·         The pay and promotion gap·         Being heard·         The motherhood penalty·         “Bropropriation” and “mansplaining”·         And more….

    If you didn't care how your life looked on Instagram, or worry about what total strangers thought of you. Imagine if you could let go of the guilt, and stop beating yourself up for tiny mistakes. What if, in every decision you faced, you took the bolder path?Too many of us feel crushed under the weight of our own expectations. We run ourselves ragged trying to please everyone, all the time. We lose sleep ruminating about whether we may have offended someone, pass up opportunities that take us out of our comfort zones, and avoid rejection at all costs.There's a reason we act this way, Reshma says. As girls, we were taught to play it safe. Well-meaning parents and teachers praised us for being quiet and polite, urged us to be careful so we didn't get hurt, and steered us to activities at which we could shine.The problem is that perfect girls grow up to be women who are afraid to fail. It's time to stop letting our fears drown out our dreams and narrow our world, along with our chance at happiness.By choosing bravery over perfection, we can find the power to claim our voice, to leave behind what makes us unhappy, and go for the things we genuinely, passionately want. Perfection may set us on a path that feels safe, but bravery leads us to the one we're authentically meant to follow.In Brave, Not Perfect, Reshma shares powerful insights and practices to help us override our perfect girl training and make bravery a lifelong habit. By being brave, not perfect, we can all become the authors of our biggest, boldest, and most joyful life.

    Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success.Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance.As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment.In “Farm Don’t Hunt” Guy breaks down the intellectual underpinnings of Customer Success as a theory and quickly moves to providing pragmatic, actionable advice for orienting your business around this new model.

    . . this is the backdrop of Lean Out, which takes readers on the journey of Marissa Orr, a single mom of three trying to find success in her fifteen-year career at the world’s top tech giants. Orr delivers an ambitious attempt to answer the critical question: What have we gotten wrong about women at work? “This book is a must-read for insights on the impact that reversing systemic gender biases can have on creating more diverse, healthier workplaces for both women and men.”--Joanne Harrell, Senior Director, USA Citizenship, Microsoft “This book will make you think differently about what it will take for women to succeed at the highest levels in American business.”--Rishad Tobaccowala, Chief Growth Officer, Publicis GroupeLean Out offers a new and refreshingly candid perspective on what it’s really like for today’s corporate underdogs. Based on both in-depth research and personal experiences, Orr punctures a gaping hole in today’s feminist rhetoric and sews it back up with compelling new arguments for the reasons more women don’t make it to the top and how companies can better incentivize women by actually listening to what they have to say and by rewarding the traits that make them successful. In Lean Out, Orr uncovers:Why our pursuit to close the gender gap has come at the expense of female well-being.The need to redefine success and change the way corporations choose their leaders.The way most career advice books targeting professional women seek to change their behavior rather than the system.Why modern feminism has failed to make any progress on its goals for equality.More than fifty years since the passage of the Equal Pay Act, the wage gap still hovers at 80 percent, and only 5 percent of CEOs in the Fortune 500 are women. Today, rising up the ranks in many companies still often means cutthroat, win-at-all-costs tactics, where being the loudest voice in the room is more important than being the person with the best ideas for moving the company forward. Not surprisingly, most women don’t want to play this game. An everyday working woman with a sardonic sense of humor, Orr is an endearing antihero who captures the voice for a new generation of women at work. Lean Out presents a revolutionary path forward, to change the life trajectories of women in the corporate world and beyond.

    Longer training, ever more advanced technologies—neither seems to prevent grievous errors. But in a hopeful turn, acclaimed surgeon and writer Atul Gawande finds a remedy in the humblest and simplest of techniques: the checklist. First introduced decades ago by the U.S. Air Force, checklists have enabled pilots to fly aircraft of mind-boggling sophistication. Now innovative checklists are being adopted in hospitals around the world, helping doctors and nurses respond to everything from flu epidemics to avalanches. Even in the immensely complex world of surgery, a simple ninety-second variant has cut the rate of fatalities by more than a third.In riveting stories, Gawande takes us from Austria, where an emergency checklist saved a drowning victim who had spent half an hour underwater, to Michigan, where a cleanliness checklist in intensive care units virtually eliminated a type of deadly hospital infection. He explains how checklists actually work to prompt striking and immediate improvements. And he follows the checklist revolution into fields well beyond medicine, from disaster response to investment banking, skyscraper construction, and businesses of all kinds.An intellectual adventure in which lives are lost and saved and one simple idea makes a tremendous difference, The Checklist Manifesto is essential reading for anyone working to get things right.

    A nice girl from a good home, she had no idea the young lads she and her friends met every Saturday in the shopping mall weren’t all they seemed.The boys were part of an organised child sexual exploitation gang targeting innocent young girls, grooming them for prostitution. Captivated by the ring leader, and the alcohol and drugs he freely handed round, Emma didn't see the first brutal rape coming. From that moment, her life was never her own.Emma found herself drawn into a trap of degradation and violence, frightened for her life and not knowing where to turn. But Exploited is also the story of how she found the courage and inner strength to risk everything, and escape.Exploited is an updated edition of Emma's book The End of My World - brought bang up to date with a brand new chapter.