As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

    This updated edition has been fully revamped and reflects important changes that have occurred since the second edition's publication. A leader in the online field, this best- selling resource maintains its reader friendly tone and offers exceptional practical advice, new teaching examples, faculty interviews, and an updated resource section.New to this edition:new chapter on how faculty and instructional designers can work collaboratively expanded chapter on Open Educational Resources, copyright, and intellectual property more international relevance, with global examples and interviews with faculty in a wide variety of regions new interactive Companion Website that invites readers to post questions to the author, offers real-life case studies submitted by users, and includes an updated, online version of the resource section.Focusing on the "how" and "whys" of implementation rather than theory, this text is a must-have resource for anyone teaching online or for students enrolled in Distance Learning and Educational Technology Masters Programs.

    Finally—a worthy life preserver has arrived. The Enlightened College Applicant presents a no-nonsense account of how students should approach the college search and admissions process. Instead of providing recycled entrance statistics or anecdotal generalizations about campus life, authors Belasco and Bergman incorporate cutting-edge data and research to pull back the curtain on critical topics such as: Whether college prestige really matters, How to maximize your college admission prospects Which schools and degrees provide the best return on investment How to minimize the costs of a college education What college-related skills are valued in the job market,and much more. Whether you are a valedictorian or a B/C student, this easy-to-read book will improve your college savvy and enable you to maximize the benefits of your higher education.

    In this unique leadership book, Sharon Daloz Parks invites readers to step into the classroom of Harvard leadership virtuoso Ronald Heifetz and his colleagues to understand this dynamic type of leadership and experience a corresponding mode of learning called "case in point." Unlike traditional teaching approaches that analyze the experiences of past leaders, case in point uses individuals' own experiences--and the classroom environment itself--as a crucible for learning. This bold approach enables emerging leaders to work actively through the complex demands of today's workplace and build their skills as they discover theory in practice. Through an engaging, you-are-there writing style, Parks outlines essential features of this approach that can be applied across a range of settings. In the process, Leadership Can Be Taught reveals how we can learn, practice, and teach the art of leadership in more skilled, effective, and inspired forms. Sharon Daloz Parks is director of leadership for the New Commons--an initiative of the Whidbey Institute in Clinton, WA. She has held faculty and research positions at the Harvard Divinity School, Harvard Business School, and the Kennedy School of Government at Harvard University.

    In this insightful, well-researched book, Peabody and Emmy Award-winning journalist Geraldo Rivera examines the growth of the Hispanic population in the U.S., fueled partly by what may be the single most divisive issue in America today: illegal immigration. With objective clarity and personal conviction, Rivera sheds light on an issue that is muddled with confusion and prejudice and too often blamed for everything from terrorism to welfare. Examining the pasthis own parents struggle to be real Americans, as well as the plight of other ethnic groups in their quest for that dreamRivera places the issue of illegal immigration in a historic context, dispelling the myth that we are facing an unprecedented crisis. A vital contribution to the ongoing debate about immigration, His Panic is destined to reshape the way Americans view the future of our country.

    Instead of offering a doorway to opportunity, the college process presented endless obstacles for students who already battled poverty, violence, and low expectations. It caused Steckel to reexamine his assumptions about college.Every single one of the graduating seniors he has worked with in urban public high school has been accepted to college. To Steckel’s surprise, that turned out to be the easy part. Getting In, Getting Out follows ten of his students through the application process and college experience. At a time when the idea of “college for all” is both embraced and challenged, their stories defy all of the traditional assumptions about the meaning and value of higher education. This important book gives human faces to statistics about low college attendance and graduation rates among low-income students of color, and shows how a counselor’s belief in the potential of every student can transform futures.

    Individual teachers, as reflective practitioners, still need to make their own decisions about how they are going to get students actively involved in large classes, to teach international students, and to assess in ways that enhance the quality of learning. But now that quality assurance and quality enhancement are required at the institutional level, the concept of constructive alignment is applied to the reflective institution, where it becomes a powerful underpinning to quality enhancement procedures. widespread than expected, leaving some teachers apprehensive about what it might mean for them. A new chapter elaborates on how ET can be used to enhance learning, but with a warning that any tool, electronic or otherwise, is as good as the thoughtful use to which it is put. interested in enhancing their teaching and their students' learning, and for administrators and teaching developers who are involved in teaching-related decisions on an institutional basis.

    Organized according to the elements of explicit instruction (what? why? when? and how?), the Sourcebook includes both research-informed knowledge base and practical sample lesson models. Like the first edition, the updated and revised second edition of the Teaching Reading Sourcebook combines the best features of an academic text and a practical hands-on teacher's guide. It is an indispensable resource for teaching reading and language arts to both beginning and older struggling readers.New to the Teaching Reading Sourcebook, 2nd Edition:All new sample lesson modelsMore reproducible activity mastersA whole new section on reading fluencyMore about letter knowledge and multisyllabic word readingMore about the comprehension strategies that good readers useUseful information about the Comprehensive Reading Model (Three-tier Model)Highly respected contributing authors who are experts in the field of reading

    For this reason Nancy Vyhmeister brought in Terry Robertson, Seminary Librarian at Andrews University and professor of the seminary master’s level research courses. His expertise in library, computers, and the Internet are invaluable to the book.In addition to substantial, current information on electronic resources and online research, this third edition preserves all of the features of the original editions, now presented in a newly revised, more logical order.

    This book clearly shows the benefits of student learning and educational effectiveness that can be realized when these conditions are present. Based on the Documenting Effective Educational Practice (DEEP) project from the Center for Postsecondary Research at Indiana University, this book provides concrete examples from twenty institutions that other colleges and universities can learn from and adapt to help create a success-oriented campus culture and learning environment.

    Yet fewer than 40 percent of entrants complete an undergraduate degree within six years. This fact has put pressure on community colleges to improve academic outcomes for their students. Redesigning America's Community Colleges is a concise, evidence-based guide for educational leaders whose institutions typically receive short shrift in academic and policy discussions. It makes a compelling case that two-year colleges can substantially increase their rates of student success, if they are willing to rethink the ways in which they organize programs of study, support services, and instruction.Community colleges were originally designed to expand college enrollments at low cost, not to maximize completion of high-quality programs of study. The result was a cafeteria-style model in which students pick courses from a bewildering array of choices, with little guidance. The authors urge administrators and faculty to reject this traditional model in favor of "guided pathways"--clearer, more educationally coherent programs of study that simplify students' choices without limiting their options and that enable them to complete credentials and advance to further education and the labor market more quickly and at less cost.Distilling a wealth of data amassed from the Community College Research Center (Teachers College, Columbia University), Redesigning America's Community Colleges offers a fundamental redesign of the way two-year colleges operate, stressing the integration of services and instruction into more clearly structured programs of study that support every student's goals.

    These two world-renowned successes inspire listeners not just to set goals, but to achieve them.

    Her engaging time management program caters to diverse learning styles, offering case studies that allow readers to self-diagnose and zero in on the strategies most appropriate for them. Anyone wanting to streamline workflow and improve productivity can employ her wonderfully doable techniques — for clearing task lists, handling reminder systems, scheduling a variety of priorities, and even managing emails and phone calls. Thanks to Segura’s astute attention to personality, The Inefficiency Assassin meets readers where they are struggling and details quick and easy-to-implement strategies to, as Segura promises, “kick chaos to the curb.”

    This best-selling text provides students with the most accessible, comprehensive and current introduction to the issues confronting racial and ethnic groups in both the U.S. and other countries. Organized first by issues and then by major racial and ethnic groups, the text examines each group's history, then explores its current situation and its concerns for the future. Richard Schaefer, a leading scholar in the area of racial and ethnic relations, grew up in Chicago in the 1960's, at a time when neighborhoods were going through transitions in ethnic and racial composition. He found himself increasingly intrigued by what was happening, how people were reacting, and how these changes were affecting neighborhoods and people's jobs. This life-long interest led to a career in sociology, specifically in the areas of race, gender and social class. This book grew out of his desire to help students to understand the changing dynamics of the U.S. population.

    In most subjects, the majority of twelfth-grade Black students do not have even a "partial mastery" of the skills and knowledge that the authoritative National Assessment of Educational Progress calls "fundamental for proficient work" at their grade. No Excuses marshals facts to examine the depth of the problem, the inadequacy of conventional explanations, and the limited impact of Title I, Head Start, and other familiar reforms. Its message, however, is one of hope: Scattered across the country are excellent schools getting terrific results with high-needs kids. These rare schools share a distinctive vision of what great schooling looks like and are free of many of the constraints that compromise education in traditional public schools. In a society that espouses equal opportunity we still have a racially identifiable group of educational have-nots—young African Americans and Latinos whose opportunities in life will almost inevitably be limited by their inadequate education. When students leave high school without high school skills, their futures—and that of the nation—are in jeopardy. With successful schools already showing the way, no decent society can continue to turn a blind eye to such racial and ethnic inequality.