Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. This book provides explanations of the techniques an employee can apply. It includes 101 dialogues and scripts that can be used.

    Communication is also emphasized, with a focus on how to document and communicate project developments, both within and outside of the team. In-depth coverage of planning, scheduling and cost management is also provided. The authors' goal is to provide many cases that are fun and elicit interesting debates, and this edition includes new end-of-chapter cases. In addition, all new up-to-date Real World Project Management vignettes are included at the beginning and within each chapter, giving you a taste of how project management is practically applied in the workplace. Key points of each chapter are highlighted in Critical Success Factor boxes, providing an overview of the main ideas covered within the chapter. End-of-chapter materials contain questions and Internet exercises that allow you to apply the concepts covered in the chapter. Sprinkled throughout each chapter are boxed questions designed to test your comprehension of key concepts. A trial version of Microsoft Office Project 2007 is included for student use on class projects.

    I had no idea that nearly 40 years later, I would not only still be using it as the most reliable route to the thing I've come to call my work, but I'd also be showing others how to use it too, as a place to practice a physical activity — in this case writing and drawing by hand — with a certain state of mind.This practice can result in what I've come to consider a wonderful side effect: a visual or written image we can call 'a work of art,' although a work of art is not what I'm after when I'm practicing this activity.What am I after? I'm after what Marilyn Frasca called "being present and seeing what's there."This book is a collection of bits and pieces from the many notebooks I kept during my first three years of trying to figure out how to teach this practice to my students at the University of Wisconsin-Madison."

    Veteran songwriter Pat Pattison has taught many of Berklee College of Music's best and brightest students how to write truly great lyrics. His helpful guide contains essential information on lyric structures, timing and placement, and exercises to help everyone from beginners to seasoned songwriters say things more effectively and gain a better understanding of their craft. Features examples of famous songs for study, including: Be Still My Beating Heart * Can't Fight This Feeling * It Was a Very Good Year * Tickle Me * and more.

    Did Laura Ingalls cross paths with a band of mass murderers? Why was a Garth Williams bunny tale dubbed "integrationist propaganda"? For adults who are curious about children’s books and their creators, here are the little-known stories behind the stories. A treasure trove of information for a student, librarian, new parent, or anyone wondering about the post–Harry Potter book biz, Wild Things! draws on the combined knowledge and research of three respected and popular librarian-bloggers. Told in affectionate and lively prose, with numerous never-before-collected anecdotes, this book chronicles some of the feuds and fights, errors and secret messages found in children’s books and brings contemporary illumination to the warm-and-fuzzy bunny world we think we know.

    Veteran world-renowned author Dan Gookin walks you through everything from getting started with setup and configuration to making the most of your phone's potential with texting, e-mailing, accessing the Internet and social networking sites, using the camera, synching with a PC, downloading apps, and more.Covers all the details of the operating system that applies to every Android phone, including Motorola Droids, HTC devices, Samsung Galaxy S phones, to name a few Walks you through basic phone operations while also encouraging you to explore your phone's full potential Serves as an ideal guide to an inexperienced Android newbie who is enthusiastic about getting a handle on everything an Android phone can do Android Phones For Dummies helps you get smarter with your Android smartphone.

    But what about the elements that make up a picture? Using the tale of Little Red Riding Hood as an example, Molly Bang uses boldly graphic artwork to explain how images -- and their individual components -- work to tell a story that engages the emotions: Why are diagonals dramatic? Why are curves calming? Why does red feel hot and blue feel cold?

    This is why both teachers with struggling students and those with AP students have embraced the book through 15 printings. Each chapter is divided into two sections: concepts that show how professional writers develop their art and lesson strategies to implement these concepts in the classroom. New and expanded concepts in the second edition include:an introduction to grammatical chunksexpanded discussion of the five basic brush strokes and examination of advanced brush strokes presentation on the nonfiction modelexplanation of the character wheel-a visual aid that helps students to write both a nonfiction and fiction character sketch. Plus, the updated and expanded CD includes customizable files of the 60+ strategies; reproducible handouts; images and quotes for projection in the classroom; and dozens of weblinks.

    Jager-Hyman also offers a startlingly frank appraisal of the college admission process and the important roles race and class continue to play in a student's efforts to attend the best school possible.

    A national bestseller with more than 750,000 copies in print, now revised for the new mothers of the '90s -- the latest findings on health, advice for working mothers, facts about the influence of TV, and more.B & W illustrations throughout.

    Effective vocabulary instruction is particularly vital in the content areas, where the specialized language used by “insiders” often creates a barrier to understanding for those new to the subjects. In Inside Words, Janet Allen merges recent research and key content-area teaching strategies to show teachers how to help students understand the academic vocabulary found in textbooks, tests, articles, and other informational texts.Each instructional tool is listed alphabetically along with its purpose: building background knowledge; teaching words that are critical to comprehension; providing support during reading and writing; developing a conceptual framework; and assessing students' understanding of words and concepts.Inside Words builds on Janet's previous books Words, Words, Words and Tools for Teaching Content Literacy, to provide a much-needed middle and secondary school resource for teaching vocabulary, not only in the language arts, but in all of the content areas.

    Topics covered range from the difference between deductive and inductive reasoning, to a discussion of how to highlight the structure of information.

    A logical, expert, easy-to-use plan for achieving excellence in expression, Style offers neither simplistic rules nor endless lists of dos and don'ts. Rather, Joseph Williams explains how to be concise, how to be focused, how to be organized. Filled with realistic examples of good, bad, and better writing, and step-by-step strategies for crafting a sentence or organizing a paragraph, Style does much more than teach mechanics: it helps anyone who must write clearly and persuasively transform even the roughest of drafts into a polished work of clarity, coherence, impact, and personality."Buy Williams's book. And dig out from storage your dog-eared old copy of The Elements of Style. Set them side by side on your reference shelf."—Barbara Walraff, Atlantic"Let newcoming writers discover this, and let their teachers and readers rejoice. It is a practical, disciplined text that is also a pleasure to read."—Christian Century"An excellent book....It provides a sensible, well-balanced approach, featuring prescriptions that work."—Donald Karzenski, Journal of Business Communication"Intensive fitness training for the expressive mind."—Booklist(The college textbook version, Style: Ten Lessons in Clarity and Grace, 9th edition, is available from Longman. ISBN 9780321479358.)

    Studies show growth mindset results in higher engagement, better test scores, and all-around greater student success. In this follow-up to widely praised The Growth Mindset Coach, education professionals Annie Brock and Heather Hundley show how to take mindset to the next level with further resources, examples, and ideas. The all new book is packed with detailed lesson plans, hands-on activities, and discussion points for talking with parents and other educators. Featuring up-to-date information on brain science and current mindset studies, The Growth Mindset Playbook shares fascinating research, tips, and strategies that help educators fully understand and implement growth mindset instruction and best practices. They break down the research and studies into actionable steps for building a culture of mindset not only in the classroom, but at the school level as well.

    With more than twenty-five years of experience teaching creative writing between them, Anne Bernays and Pamela Painter offer more than seventy-five exercises for both beginners and more experienced writers. These exercises are designed to develop and refine two basic skills: writing like a writer and, just as important, thinking like a writer. They deal with such topics as discovering where to start and end a story; learning when to use dialogue and when to use indirect discourse; transforming real events into fiction; and finding language that both sings and communicates precisely. What If? will be an essential addition to every writer's library, a welcome and much-used companion, a book that gracefully borrows a whisper from the muse.