Why? It is the competitive edge of new-era business—in any market and any economy.Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

    R. David Lankes, author of The Atlas of New Librarianship, reminds librarians of their mission: to improve society by facilitating knowledge creation in their communities. In this book, he provides tools, arguments, resources, and ideas for fulfilling this mission. Librarians will be prepared to become radical positive change agents in their communities, and other readers will learn to understand libraries in a new way.The librarians of Ferguson, Missouri, famously became positive change agents in August 2014 when they opened library doors when schools were closed because of civil unrest after the shooting of an unarmed teen by police. Working with other local organizations, they provided children and their parents a space for learning, lunch, and peace. But other libraries serve other communities--students, faculty, scholars, law firms--in other ways. All libraries are about community, writes Lankes; that is just librarianship.In concise chapters, Lankes addresses the mission of libraries and explains what constitutes a library. He offers practical advice for librarian training; provides teaching notes for each chapter; and answers "Frequently Argued Questions" about the new librarianship.

    Each case includes an extended discussion, definition of terms, clinical pearls, and USMLE format review questions. This interactive learning system helps you to understand essential concepts instead of memorizing facts.

    The Sixth Edition of Creating Literacy Instruction for All Students continues to be one of the most comprehensive, practical texts on the market, and includes a new focus on higher-level literacy practices. Written by distinguished author Tom Gunning, Creating Literacy Instruction for All Students provides readers with step-by-step guidance for teaching reading and writing, including sample lessons for virtually every major literacy skill/strategy. Reflecting the author's ongoing extensive hands-on work with schools coping with the demands of No Child Left Behind, the Sixth edition includes teaching tips and materials that are more practical, more realistic, more effective, and more extensive than ever. With its careful balance between the theory and the practice, the book always gives readers the theories behind the methods, encouraging them to choose, adapt, and construct their own approaches as they create a balanced program of literacy instruction. learners, struggling readers and writers, and special needs students, Creating Literacy for All Students, Sixth Edition, looks at developing higher-level literacy requirements for reading and writing, including those stemming from No Child Left Behind regulations and high-stakes tests. The new edition stresses effective steps for closing the gap between the reading, writing, discussion, and thinking skills as mandated by No Child Left Behind and Reading First

    Clif Christopher's nearly forty years in ministry as a pastor and President of Horizons Stewardship Company, he has witnessed the financial stewardship practices of thousands of churches. A few have exceptional records in acquiring and managing the necessary funds for mission and ministry, but the vast majority struggle every year to get by.In this important new work made even more relevant by our economic times, Christopher contrasts the traits of the most productive congregations with those who perennially fail to secure the funds to perform transformational ministry. Some churches practice the necessary financial habits that form the foundation of successful ministry, and others waste valuable resources and undermine ministry opportunities.Through Christopher's insight born out of years of experience and consultation, readers can assess the financial condition of their own churches.

    The proctored TEAS test, developed by Assessment Technologies, Inc. (ATI), measures basic essential skills in reading, mathematics, science, and English and language usage. With revised and updated questions throughout, this study guide contains instructional content in each of the four key areas, along with practice tests and answer keys, and a comprehensive test and answer key.

    These simple yet dramatically effective ideas and activities have helped thousands with learning difficulties. Includes an easy-to-administer screening checklist for parents and teachers which enables them identify individual learning preferences and determine hemisphere dominance. Learn how to utilize colors, shapes, movement, visualizations, touch and sound to help students of all ages learn to read, tell time, add, subtract, and even spell correctly. Included are engaging instructional activities that draw on the intuitive, nonverbal abilities of the right brain, a list of skills associated with each brain hemisphere, and much more.

    An authoritative reviewer in her own right, Kathleen Horning provides practical guidelines for reading critically, evaluating an initial response, answering questions raised during the first reading, putting a response into words, balancing description with criticism, and writing reviews for a particular audience.

    Burkins and Croft help teachers prevent guided reading from going astray by presenting strategies, adaptations, and supports that help them work through common instructional problems.

    But what does quality mean? What does it look like in real classrooms? It looks like the teaching in this book. -Steven Zemelman, Harvey Smokey Daniels, and Arthur Hyde Best Practice is back, and with it Steve Zemelman, Smokey Daniels, and Arthur Hyde invite you to greet today's most important educational challenges with proven, state-of-the-art teaching. Linguistic diversity, technology, Common Core, high-stakes testing-no matter the hurdle, Best Practice teaching supports powerful learning across our profession. Best Practice , Fourth Edition, is the ultimate guide to teaching excellence. Its framework of seven Best Practice Structures and cutting-edge implementation strategies are proven across the grades and subject areas. BP4 creates common ground for teachers, leaders, and principals by recommending practices drawn from the latest scientific research, professional consensus, and the innovative classrooms of exemplary teachers.BP4 puts top-quality teaching at the fingertips of individual practitioners by sharing real-life instructional scenes that define classroom excellence, increase learning, and improve students' life opportunities. It's also more valuable than ever to PLCs and school reform initiatives thanks to:plans and strategies for exceeding state and Common Core Standards cohesive principles and common language that strengthen professional collaboration classroom vignettes that show teachers and kids at work chapters on reading, writing, math, science, and social studies that support unified instructional goals special attention to technology in the classroom, special education, ELLs, struggling readers, and the arts. This new educational era demands highly-effective, high-quality instruction that makes a difference for students. Fortunately with Zemelman, Daniels, and Hyde's help every educator can be a world-class, life-changing teacher-a Best Practice teacher.

    Genres and reading trends are demystified as more than 5,000 titles are classified, with two new chapters on Christian fiction and emerging genres. You'll also find essays by genre experts and the foremost proponents of readers' advisory today.For the past 150 years, America's public libraries have supplied billions of books to billions of people, and most of those books have been (and continue to be) popular fiction. The new edition of Genreflecting explains not only what library patrons are reading, but why. In the process, it casts reading in a new light, demonstrating the way in which it functions as an essential information service that creates communities in culturally democratic ways.Focusing on what today's readers read, this classic guide introduces current genre fiction and popular reading tastes. By defining genres, describing their features and characteristics, and grouping titles by genre, subgenre, and theme, the book helps those who work with readers understand distinct patterns in reading habits and book selection. It thus helps users identify read-alikes and other titles their patrons will enjoy.Genreflecting has become a standard reference and readers' advisory tool for library practitioners, and an insightful text for students of library and information science. Building upon previous editions, this new volume features informative essays on the essence, history, and latest trends of various genres, contributed by top scholars and genre experts, edited by Dr. Wayne Wiegand. New chapters on Christian fiction and emerging genres (women's fiction and chick lit) have been added. In addition, more than 5,000 titles, approximately one-third new to this edition, are classified, focusing on titles published since the last edition along with perennial classics and benchmark titles. The popular feature D's Picks identifies new and noteworthy titles in each genre. Other features new to this edition include lists of selected classic authors and titles in each genre, sections on genreblends in those areas where they occur (e.g., horror/humor, mystery/romance), and three new essays. The Social Nature of Reading by Dr. Wiegand, The Readers' Advisory Interview by Dr. Catherine Ross, and A Brief History of Readers' Advisory by Melanie A. Kimball offer further insight into the nature and importance of this field. A standard professional tool for readers' advisors, and an invaluable collection development guide and text, this is a must-purchase for all libraries. Young adult and adult or Grades 10 and up.

    With clear and accessible language, Carl guides you through the three main parts of a writing conference, and shows you the teaching moves and intentional language that can be used in each one. He helps you understand: - how to get started with conferring, or improve your existing conferences - how to use conferences to meet the diverse needs of your student writers - how to fit conferences into your busy writing workshop schedule. More than 25 videos bring the content to life, while Teacher Tips, Q&A's, and Recommended Reading lists provide everything you need to help you become a better writing teacher.

    A part fails and your helicopter comes apart in flight, or, another aircraft runs into you and the pieces of both fall to the ground below, or the enemy gunner pulls the trigger at just the right moment and his rounds find your aircraft in exactly the right spot to take it out of the sky. Whichever way it happens, it wasn t your day. Which is why, after 24 years and over 5,000 flight hours with four armed services, Major Robert Curtis was so surprised at being alive when he passed his retirement physical. Starting with enlisting in the Army to fly helicopters during Vietnam, and continuing on through service with the National Guard, Marine Corps and Royal Navy, he flew eight different helicopters from the wooden-bladed OH-13E, through the Chinook, SeaKnight and SeaKing, in war and peace around the world. During that time over 50 of his friends died in crashes, both in combat and in accidents, but somehow his skill, and not an inconsiderable amount of luck and superstition, saw him through. His flying career began with a misbegotten strategy for beating the draft by enlisting. With the Vietnam War raging full blast in 1968 the draft was inevitable, so he wanted to at least get some small measure of control of his future. Although he had no thought of flying when he walked into the recruiting office, he walked out signed up to be a helicopter pilot. What he did not know was that 43% of all the aircraft sent to Vietnam were destroyed in combat or accidents. Soon he was in the thick of the war, flying Chinooks with the 101st Airborne. After Vietnam he left the Army, but kept flying in the National Guard while going to college. He was accepted at two law schools, but flying is addictive, so he instead enlisted in the USMC to fly some more. Over the next 17 years he would fly around the world off US and British ships from Egypt to Norway and all points in between. His engaging story will be a delight to all aviation enthusiasts.REVIEWS one of those books that you read that gives you the feeling of Deja Vu, and makes the hairs on the back of your neck riseNeall Ellis Robert Curtis gives us a compelling account of his exemplary service in wartime and beyond. The combat missions he flew out of Phu Bai/Camp Eagle in Vietnam did so much for so many, and remain alive and meaningful for all of us today. Gary Matthews, American Ambassador (ret)Former Deputy and Province Senior Adviser, Thua Thien/Hue"

    But what if school were fun - for you and your students? What would life be like if you felt excited about your lessons? Better yet, what if your students actually looked forward to your class every day? Yes! School can be simultaneously fun and educational. In fact, as Quinn Rollins explains in Play Like a PIRATE, when your class is engaging and entertaining, students are more likely to remember what they've learned. Invite kids to use their imaginations and help them create meaningful connections with your content by making play part of the learning experience. Play Like a Pirate shows you how! You'll learn: Why bringing passion to the classroom works - even if it isn't related to your subject. Why action figures, Hot Wheels, LEGO, and other toys belong in your classroom. Why comic books and graphic novels aren't "just for fun" How to use or create games that make content memorable all year long. In addition to insights that will help you remember why you became an educator in the first place, Play Like a Pirate includes practical strategies and QR code links to resources and templates that make it easy to integrate fun into your curriculum. Regardless of the grade level you teach, you'll find inspiration and ideas that will help you engage your students in unforgettable ways.

    As an executive, board member, advisor, and investor, John has not only coached a generation of companies on selling, but he has also influenced a generation of executives and leaders in technology, Mike Speiser-Managing Director-Sutter Hill VenturesThe learnings in The Qualified Sales Leader will help you and your sales team sell more, make more money and grow your career in enterprise sales. Luca Lazzaron-CRO SprinklrMost sales books are boring, clinical "textbooks" that "cookie-cutter" a few generic ideas into a monotonous, dull read, that puts you to sleep. The Qualified Sales Leader is an easy read, dripping with the fundamentals of enterprise sales. Real world advice that you'll put to use the next day. Chris Degnan-CRO-SnowflakeThe Qualified Sales Leader is an easy to read book that will absolutely resonate through any enterprise software sales team. Realistic, usable advice for any sales leader or sales rep. If you're in enterprise sales, you'd be crazy not to read this book Cedric Pech-CRO-MongoDBMonthly someone asks:, "When are you going to write a book". When I ask, "Why?", I'm told, "Because no one has written a sales leadership book with practical, solutions to real life issues in enterprise SaaS sales forces", Why:6 of 10 sales reps fail, not because they couldn't sell but because they were assigned the wrong accounts. Sales leaders don't align skillsets to account complexity.Rep attrition at most SaaS companies is over 20%Sales leaders can't recruit A playersSales Leaders don't coach their reps on deal advancement issuesMost sales leaders are "glorified scorekeepers"Most sales leader don't motivate their sales teamThey're focused on deals, not rep competencySales forecasts are inaccurate because most reps game the CRM system.Sales team leaders lack qualification of sales stage exit criteriaMany salesforces only win 50% of their proof of conceptsThey're unable to frame a winning POC Criteria because they skip steps 8 of 10 executive buyers say the sales meetings they take are a waste of time.Sales reps lack the ability to sell business value aligned to specific personas and use cases. 4 of 10 reps in enterprise sales say one of the top 3 biggest challenges is to establish urgency. Reps don't quantify critical business pain to create a buying influence.Reps can't find high-level business champions, only low-level coachesLeaders don't teach them to find pain above the noise.Reps find pain but can't attract a championManagers have them selfishly focused on closing a sale instead of earning trust.40% of reps say they feel out of control during the sales process.Leaders don't teach them how to control the process.Reps can't get high in the tree to drive large deals.They don't speak the language of the Economic Buyer.50% of reps say they can't overcome price objections while sales leaders struggle to increase the average deal size. Managers are pushing their sales reps into vending, not selling. Reps can't answer the simple "3 Whys" for forecasted dealsWhy do they have to buy? Why do they have to buy from us? and Why do they have to buy now?Top sales leaders will find the answers to these issues and more in The Qualified Sales LeaderFrom the PublisherJohn is widely recognized as the only person having been the CRO (Chief Revenue Officer) at five public, enterprise software companies, PTC, Geo-Tel, Ariba, BladeLogic and BMC.John's expertise was formulated as a pre-IPO member of 4 of the 5 companies listed above.Today, John is a board member at public software companies Snowflake, MongoDB and private, pre-IPO companies Lacework, Sigma, Cybereason and Observe. In the past, John has been a board member or executive consultant to: Hubspot, Glass Door AppDynamics and Sprinklr.