This title includes practical techniques and examples.

    The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

    Read it and manage with the best!

    While the work entails elements of software development, marketing, and advertising, it's neither purely technical nor traditional "agency" work. Because the industry is relatively new, the gap in understanding between the clients buying the work and the teams building it is often wide, and the methods of delivery vary.Enter the Geek Girls Guide. Nancy Lyons and Meghan Wilker don't just tell you how to deliver digital work, they demonstrate how to think about it. Interactive Project Management helps clients, agencies, and industry professionals better understand the critical role of the interactive project manager, and presents a collaborative, people-focused approach to delivering high-quality digital work. This concise volume helps build understanding across all stakeholders in interactive work, and most importantly, it won't put you to sleep.

    It gives an overview of every learning objective for the TOGAF 9 Foundation Syllabus and in-depth coverage on preparing and taking the TOGAF 9 Part 1 Examination. It is specifically designed to help individuals prepare for certification.This Study Guide is excellent material for:a) Individuals who require a basic understanding of TOGAF 9b) Professionals who are working in roles associated with an architecture project such as those responsible for planning, execution, development, delivery, and operationc) Architects who are looking for a first introduction to TOGAF 9d) Architects who want to achieve Level 2 certification in a stepwise manner and have not previously qualified as TOGAF 8 CertifiedA prior knowledge of enterprise architecture is advantageous but not required. While reading this Study Guide, the reader should also refer to the TOGAF Version 9.1 documentation available online at www.opengroup.org and also available as hard copy from www.vanharen.net and online booksellers

    The text's major theme "Changes, Choices, and Constraints" explores: Contemporary "changes "in families and their structure Impacts on the "choices "that are available to family members ""Constraints ""that often limit our choices Through this approach, students are better able to understand what the research and statistics mean "for themselves"! Marriages and Families balances theoretical and empirical discussions with practical examples and applications. It highlights important contemporary changes in society and the family. This text is written from a sociological perspective and incorporates material from other disciplines: history, economics, social work, psychology, law, biology, medicine, family studies, women's studies, and anthropology. "More about the themes: " "Changes"Examines how recent profound structural and attitudinal changes affect family forms, interpersonal relationships, and raising children. It reaches beyond the traditional discussions to explore racial-ethnic families, single-parent families and gay families as well as the recent scholarship by and about men, fathers, and grandfathers. Contemporary American marriages and families vary greatly in structure, dynamics, and cultural heritage. Thus, discussions of gender roles, social class, race, ethnicity, age, and sexual orientation are integrated throughout this book. To further strengthen students understanding of the growing diversity among today's families, the author included a series of boxes that focus on families from many cultures. "Choices"On the individual level, family members have many more choices today than ever before. People feel freer to postpone marriage, to cohabit, or to raise children as single parents. As a result, household forms vary greatly, ranging from commuter marriages to those in which several generations live together under the same roof. "Constraints"Although family members choices are more varied today, we also face greater macro- level constraints. Our options are increasingly limited, for example, by government policies. Economic changes often shape family life and not vice versa. Political and legal institutions also have a major impact on most families in tax laws, welfare reform, and even in defining what a family is. Because laws, public policies, and religious groups affect our everyday lives, the author has framed many discussions of individual choices within the larger picture of the institutional constraints that limit our choices.To learn more about the new edition, click here to visit the showcase site.

    Four out of 10 admitted to behaving badly themselves.Do you want to be part of the problem or part of the solution?Don't Take the Last Donut gives you the tools you need to be confident and letter-perfect in any business setting--from pitch to presentation, from networking to contact negotiations, and everything in between. With this book, you will easily master the art of small talk, the protocol of the perfect business introduction, and the many nuances of the business lunch. You'll never feel awkward in a business setting again!Don't Take the Last Donut unlocks the mysteries and benefits of business etiquette. More than simple good manners, business protocol is a set of tools that allows you to move with confidence through any business setting and act with ease in any meeting or presentation. You'll learn: - The protocol of the proper business introduction...even if you have forgotten someone's name.- The art of creating a positive first impression.- Tips for fool-proof small talk.- How to manage an awkward moment.- How to gracefully work a room.- The vast differences in rules of etiquette around the world.Secure in the knowledge that you are doing the "right" thing in any business situation, you will be freed to focus on your real goals without worrying about which fork to use or how to greet a international colleague.At a time when organizations and standard hierarchies are in flux, the wise use of business protocol will allow you to stand out and set the right tone in all of your business relationships--correct, secure, flawless.

    Harvard Business School gathered data from assessments of more than 50,000 leaders, and the ability to inspire stood out as one of the most critical competencies. Inspiration creates the highest levels of engagement, it is what separates the best leaders from everyone else, and it is what employees want most in their leaders. The Inspirational Leader, Inspire Your Team To Believe In The Impossible was written to help all leaders successfully navigate all the disruptions in today fiercely competitive world we need a new generation of leaders who care deeply for the well-being of their team and who understand that their people are the heart of their leadership. Whether you are the leader of a large, medium or small organization; a Teacher, a V.P., CEO, Father, Mother, Police Officer, or Hustler; this book was written to help you inspire your team to believe in the impossible. Each chapter in this book will push you to become the leader you were destined to be; a leader of influence, a leader of value, a leader of vision and most importantly, an inspirational leader.

    In this handy guidebook, the authors contend that you manage your boss for a very good reason: to do your best on the job—and thereby benefit not only yourself but also your supervisor and your entire company. Your boss depends on you for cooperation, reliability, and honesty. And you depend on him or her for links to the rest of the organization, for setting priorities, and for obtaining critical resources. By managing your boss—clarifying your own and your supervisor's strengths, weaknesses, goals, work styles, and needs—you cultivate a relationship based on mutual respect and understanding. The result? A healthy, productive bond that enables you both to excel. Gabarro and Kotter provide valuable guidelines for building this essential relationship—including strategies for determining how your boss prefers to process information and make decisions, tips for communicating mutual expectations, and tactics for negotiating priorities. Thought provoking and practical, Managing Your Boss enables you to lay the groundwork for one of the most crucial working relationships you'll have in your career.

    http://wps.pearsoned.co.uk/ema_ge_lau...

    A real life case study with sample project documents and diagrams is used to more practically explain these international tools, techniques, and lean principles to a broad range of practitioners, including: - Business analysts, systems analysts, developers and project managers - Entrepreneurs, product owners and product managers - Consultants, UX designers and marketing specialists - C-suite executives, investors and managers of companies of all sizes.

    Damodar, in Supermarketwala, provides the very basics for the growth of modern retail and consumerism in India, through interesting and carefully studied consumer behaviour, an art that few in his domain possess. Supermarketwala, is intended to be the go-to book for all consumer business enthusiasts and readers alike, who wish to understand how and why we as consumers behave in a certain manner at different places. These insights, which are the analyses of the sector so far, could become the pillars for shaping successful consumer products and retail businesses in the huge consumer economy that India will soon be. Rita, the young bahu, avoids buying personal products from the family grocer. Sonu's breakfast table on a Sunday represents global cuisines. Do you know how it is possible? Where do big corporates and MNC retailers fumble, and what helps simple DMart get its model right? What is Ching's Sercret that is not Knorr's, Maggi's, or Yippie's?

    In this brief but insightful series of essays, Frank Gallinelli, the author of the best-selling "What Every Real Estate Investor Needs to Know About Cash Flow…" guides you through some investment principles you can live by. From cautionary tales about the process of due diligence and the hazards of self-styled "experts," to discussion of identifying your investment objectives, Gallinelli helps you focus on best practices.

    Full of exercises and checklists, "Develop Your Leadership Skills" provides the tools to recognize and develop leadership qualities, acquire personal authority and master core leadership functions, including planning, communicating and motivating. Suitable for anyone who wishes to improve their leadership skills, this guide distills the essence of Adair's teaching and offers a framework for becoming an effective leader.

    Learn to apply their proven insight and methods for success into your own life!