Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    In the century since its first performance, The Cherry Orchard has undergone a wide range of conflicting interpretations: tragic and comic, naturalistic and symbolic, reactionary and radical. Beginning with the 1904 premiere at Stanislavsky's Moscow Art Theatre, this study traces the performance history of one of the landmark plays of the modern theatre. Considering the work of such directors as Anatoly Efros, Giorgio Strehler, Peter Brook, and Peter Stein, Chekhov: The Cherry Orchard explores the way different artists, periods and cultures have reinvented Chekhov's poignant comedy of failure and hope.

    Packed full of hilariously stories, exclusive anecdotes and refreshing appraisals, in The Greatest Games Jamie Carragher takes you into the heart of these matches, revealing new insights into the teams, players and coaches that have shaped football.

    But, undeterred, he commences a deeply felt meditation on poetry, its language and meaning, and its power to open minds and transform lives. By the end of the book, Parini has recovered a truth often obscured by our clamorous culture: without poetry, we live only partially, not fully conscious of the possibilities that life affords. Poetry indeed matters. A gifted poet and acclaimed teacher, Parini begins by looking at defenses of poetry written over the centuries. He ponders Aristotle, Horace, and Longinus, and moves on through Sidney, Wordsworth, Coleridge, Shelley, Eliot, Frost, Stevens, and others. Parini examines the importance of poetic voice and the mysteries of metaphor. He argues that a poet’s originality depends on a deep understanding of the traditions of political poetry, nature poetry, and religious poetry. Writing with a casual grace, Parini avoids jargon and makes his case in concise, direct terms: the mind of the poet supplies a light to the minds of others, kindling their imaginations, helping them to live their lives. The author’s love of poetry suffuses this insightful book—a volume for all readers interested in a fresh introduction to the art that lies at the center of Western civilization.

    Worse still, he is engaged to a stranger who has mocked him in public. But his bride-to-be, Ophelia, has been guiding a lovely and witty, if dreadfully inexperienced, country girl named Sabrina through the latter's all-important first coming-out season. The enchanting Sabrina enthralls Duncan much more than his own intended does, and she shares his passionate feelings as well. But duty and circumstance - plus a scandal in Sabrina's family past - have made it impossible for her and the dashing highlander to be together . . . unless true love can somehow, miraculously, find a way.The Devil Who Tamed Her:Ophelia Reid is an incomparable beauty with a reputation for starting rumors and spreading them. Having purposely wrecked her engagement to Duncan MacTavish, a future marquis, which her social-climbing father arranged, Ophelia wants to return to London’s marriage mart and make her own choice of a wealthy husband. But on her journey home, something unexpected happens…The heir to a dukedom, Raphael Locke, Viscount Lynnfield is – in spite of his disinterest in marriage – the most sought-after young lord in England. He instantly disliked Ophelia when she caused a scandal to avoid marriage to his friend MacTavish, but having comforted her in a tearful moment, he begins to wonder if she’s not all bad. So when MacTavish claims that Ophelia will never be anything but a spiteful beauty, Rafe bets his best friend that he can turn her into a kind-hearted lady who will one day make a good match, just not with him.With her parents’ blessing, Rafe commandeers Ophelia’s coach and whisks her – chaperoned, of course – to his remote estate in the countryside. There, as he tries to show his furious, sharp-tongued “guest” the error of her ways, he discovers the surprising reasons for her bad behavior. Soon his daily lessons with Ophelia take effect and he finds himself irresistibly attracted to her. When Rafe champions the new and improved Ophelia’s re-entry to London society, marriage proposals pour in. Only then does Rafe start to wonder whether he hasn’t gone and fallen in love with Ophelia himself.A Rogue of My Own:How does an innocent lady find herself forced to wed a royal spy who seduced her – by mistake? For Lady Rebecca Marshall, a whirlwind of passion and excitement begins when, to her mother’s great delight, she becomes a maid of honor at the court of Queen Victoria. Rebecca’s mother sees this appointment as a golden opportunity for Rebecca to make a good match.At court, Rebecca innocently steps into the rivalry between the queen’s spymaster and the noblewoman in charge of the maids of honor who is using the maids to spy on powerful courtiers. Soon Rebecca is entangled in a web of deceit with the charming marquis Rupert St. John. The devastatingly handsome n’er-do-well is the cousin of Raphael Locke, with whom Rebecca was once infatuated. What she doesn’t know is that Rupert is a secret agent of the crown who leads a double life.When Rupert obtains proof that Rebecca is spying on him, he seduces her. He hardly suspects her guileless nature. Forced to the altar, Rupert believes that Rebecca has set a trap of the worst sort in order to marry into his powerful family. Although he vows never to be faithful to his beautiful wife, as Rupert comes to know Rebecca’s wit, adventurous spirit, and generous nature, his vow of revenge turns into a desire to share many passionate nights only with his wife for the rest of his life.Warm, witty, and filled with the “deliciously sexy” (Booklist) flirtation that makes each of her bestsellers an irresistible gem, A Rogue of My Own will have listeners falling in love with Johanna Lindsey all over again!

    Drawing on the narrative tools of the creative writer, the unique strengths of a visual and aural media, and the power of real-world content truthfully presented, biDocumentary Storytelling /i/boffers advice for producers, directors, editors, and cinematographers seeking to make ethical and effective nonfiction films, and for those who use these films to educate, inform, and inspire. Special interview chapters explore storytelling as practiced by renowned producers, directors, and editors. This third edition has been updated and expanded, with discussion of newer films including iWaltz with Bashir/i and iWhy We Fight/i.pbull; Storytelling techniques are one of the most powerful tools in the documentary filmmaker's arsenal-learn how to harness them with this book brbull; Top documentary filmmakers provide their storytelling strategies brbull; Covers a wide range of documentary styles

    Marrying a man almost double her age doesn’t sit well with her. Being told two weeks before the event makes things even worse. Instead of waiting around for the inevitable, she steals out in the middle of the night to answer an advertisement for domestic help in another state. Little did she know what she was letting herself in for. After his wife’s death, Preacher Matthew Barnabas is left to care for their two small children. When Rose turns up unannounced, after answering an advertisement he knows nothing about, his life is turned upside down. The preacher will accept Rose into his life because he has no choice, but will he ever let her into his heart? Author's Promise: This is a heartwarming historical Christmas novella with a happily ever after ending and no cliffhangers. It is a clean and wholesome story with nothing more than hugs, kisses, and holding hands.

    

    Purchase the bundle to keep or read for FREE in Kindle Unlimited! Ladies in Medieval England weren't shrinking violets. They fought battles, managed castles, managed their men, and shaped a nation. They were formidable in so many ways, but to the men in their lives, they were the rock that kept them sane and strong. These women were fearsome not only in their fortitude, but in their hearts as well, and the love of a fearsome women was the thing all great men dreamt of. This bundle contains: Lord of Winter: A lady in a conquered castle shows her mettle against a fearsome knight. The Thunder Warrior: A fearsome lady fights for the knight she loves in tihs epic romance. Silversword: A sheltered lady finds her courage as the politics of England envelope her. Lespada: A very reluctant bride takes on knights twice her size in this sweeping romance. Bonus novella: Upon a Midnight Dream - A lady who has lost her love is tempted by a dashing knight. Get this limited edition collection at a low price before its gone!(note: these novels are also available as stand-alones, but are bundled together in this limited collection)

    So when she finds a bag of money under a bush after dropping her kids off at school, she’d be forgiven for thinking her luck has changed for the better.Unfortunately, things go from bad to worse. She starts getting threatening letters. They claim to be from her “number one fan”, referring to a time when she was a popular actress on an Australian soap opera. The person writing them knows about the money.Unsure what to do, and wishing she’d never found the cash, paranoid and suspicious, Dana is forced to comply with her fan’s ever more demanding and bizarre requests.But when her kids are threatened, she’ll have to dig deep to turn the tables on her stalker. Yet putting her life on track will mean confronting her own murky past.

    Littlejohn and Foss present the range of communication theories currently available in the discipline, organizing them according to the scholarly traditions and contexts from which they emerge. Clear and accessible writing, charts that summarize the relationships among theories, and sections devoted to applications and implications help position theories within the discipline as a whole.

    Berry's book will insure that the speaker and the text gets heard - accurately and with true emotional range. Never again will one be accused of simply "reading a prepared statement." Berry's exercises to develop relaxation, breathing and muscular control will literally help everyone breathe easier when confronting the printed page.

    Meanwhile, all's not well on the unassuming Midwestern streets of Bloggs: with local children vanishing at an alarming rate, our hero, his lady friend, and a motley assortment of poets, butchers, and punk librarians prepare to battle the darkness on the edge of town.

    The book examines one quality of leadership per chapter, enabling students to apply concepts and skills to their leadership development. It provides self-assessment questionnaires, observational exercises, and reflection and action worksheets in each chapter. A new chapter on handling conflict has been added to the Second Edition, giving a multi-faceted view of conflict and methods for resolving conflict in leadership situations. Case studies have been added to the end of each chapter, including more global examples, and followed by questions to stimulate class discussion.

    Her eyes could still penetrate the soul, but they were paler in color, maybe because they were covered with the whitish film of cataracts. I remember watching her take her hair from the neat bun she wore and let it down to comb. Her hair was long, but no longer black as coal. It was the color of newly formed storm clouds and fell in a silvery braid to her hips. I watched her comb it out and then she would braid it, wind it back into a bun and pin it low, just above the nape of her neck. Everyone always said that I favored her a lot. Annabelle was my great-grandmother; she was a Full Blood, a Choctaw Indian from Savannah, Georgia. When a child, I thought she was tall, larger than life. My admiration of her as we walked in the yard and I helped her gather eggs and pick flowers, was unsurpassable; but as I grew, I realized that she was a tiny woman. Shrunken from her many years on earth, she stood barely four feet, ten inches tall. In her older years, maybe even her younger ones too, she was never without a jar of Garrett snuff. One summer, when I was about twelve years old, I went to stay with my grandmother Annabelle. And because her house was so small, I slept in her bedroom with her. Each night before we went to sleep, she pulled a leather bound book from underneath her mattress and wrote for a few minutes before she extinguished the bedside lamp. She seemed intent on what she was doing so I did not bother her with questions, but after several nights, curiosity got the better of me and when she finished and placed the book under the mattress, I asked what she was writing in the book. She told me that she was writing her thoughts on the events of the day so that if she wanted she could look back and know exactly what she was thinking and how she felt that particular day. “Is that how you remember all of those stories you tell me, about when you were a child and about your kinfolks back then” I asked. “It is a part of it,” she replied, “but some things you just do not ever forget. They remain with you your entire life.” “Tell me a story, Grandmother,” I begged. “Tell me about when you were a child; a young girl like me.” She began her story that night, by telling me how she met and married my grandfather Jesse. She also told me about leaving her home and family in Savannah to move to Mobile to live near my grandfather’s family. And in that telling, I discovered that my grandmother had led a very interesting life, especially in her earlier years. Her life was filled with heartbreaks, heartaches, great times, and sad times. She attended Mardi Gras Balls and traveled extensively around the South. She was involved with an assortment of ill-fated lovers. Indulged in hoodoo, voodoo, even murder! Hers was a life I found extremely fascinating; a life, I wished I could live. That summer, I decided that when I grew old, I wanted to be just like my grandmother Annabelle. However, today, as I sat staring across the haphazard layer of hills to the west and thought of Annabelle and the olden days of grace and charm. I realized that those days were forever gone. They were days that I myself would never know, except through my grandmother’s eyes and memories. No longer that young inquisitive girl, I am an old woman now. On my own, I have lived a long uneventful life. Only through her stories could I live the life I dreamt of; therefore, I decided to share her story with the world. I am certain she would approve. I hope you all enjoy reading her story, as much as I enjoyed writing it. Her story began April 1865, at the end of the Civil War, as was told to me by my grandmother, Rebecca Annabelle Maples Foster.