Book picks similar to
Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives by Emily Yellin
non-fiction
nonfiction
business
customer-service
Snakes in Suits: When Psychopaths Go to Work
Paul Babiak - 2006
Now, Dr. Paul Babiak and Dr. Robert D. Hare return with a revised and updated edition of their essential guide.All of us at some point have—or will—come into contact with psychopathic individuals. The danger they present may not be readily apparent because of their ability to charm, deceive, and manipulate. Although not necessarily criminal, their self-serving nature frequently is destructive to the organizations that employ them. So how can we protect ourselves and our organizations in a business climate that offers the perfect conditions for psychopaths to thrive?In Snakes in Suits, Hare, an expert on the scientific study of psychopathy, and Babiak, an industrial and organizational psychologist and a leading authority on the corporate psychopath, examine the role of psychopaths in modern corporations and provide the tools employers can use to avoid and deal with them. Together, they have developed the B-Scan 360, a research tool designed specifically for business professionals.Dr. Babiak and Dr. Hare reveal the secret lives of psychopaths, explain the ways in which they manipulate and deceive, and help you to see through their games. The rapid pace of today’s corporate environment provides the perfect breeding ground for these "snakes in suits" and this newly revised and updated classic gives you the insight, information, and power to protect yourself and your company before it’s too late.
In Praise of Slowness: Challenging the Cult of Speed
Carl Honoré - 2004
We strain to be more efficient, to cram more into each minute, each hour, each day. Since the Industrial Revolution shifted the world into high gear, the cult of speed has pushed us to a breaking point. Consider these facts: Americans on average spend seventy-two minutes of every day behind the wheel of a car, a typical business executive now loses sixty-eight hours a year to being put on hold, and American adults currently devote on average a mere half hour per week to making love.Living on the edge of exhaustion, we are constantly reminded by our bodies and minds that the pace of life is spinning out of control. In Praise of Slowness traces the history of our increasingly breathless relationship with time and tackles the consequences of living in this accelerated culture of our own creation. Why are we always in such a rush? What is the cure for time sickness? Is it possible, or even desirable, to slow down? Realizing the price we pay for unrelenting speed, people all over the world are reclaiming their time and slowing down the pace -- and living happier, healthier, and more productive lives as a result. A Slow revolution is taking place.Here you will find no Luddite calls to overthrow technology and seek a preindustrial utopia. This is a modern revolution, championed by cell-phone using, e-mailing lovers of sanity. The Slow philosophy can be summed up in a single word -- balance. People are discovering energy and efficiency where they may have been least expected -- in slowing down.In this engaging and entertaining exploration, award-winning journalist and rehabilitated speedaholic Carl Honoré details our perennial love affair with efficiency and speed in a perfect blend of anecdotal reportage, history, and intellectual inquiry. In Praise of Slowness is the first comprehensive look at the worldwide Slow movements making their way into the mainstream -- in offices, factories, neighborhoods, kitchens, hospitals, concert halls, bedrooms, gyms, and schools. Defining a movement that is here to stay, this spirited manifesto will make you completely rethink your relationship with time.
How to Do Nothing: Resisting the Attention Economy
Jenny Odell - 2019
Here, Jenny Odell sends up a flare from the heart of Silicon Valley, delivering an action plan to resist capitalist narratives of productivity and techno-determinism, and to become more meaningfully connected in the process.
$2.00 a Day: Living on Almost Nothing in America
Kathryn J. Edin - 2015
Modonna Harris and her teenage daughter Brianna in Chicago often have no food but spoiled milk on weekends. After two decades of brilliant research on American poverty, Kathryn Edin noticed something she hadn’t seen since the mid-1990s — households surviving on virtually no income. Edin teamed with Luke Shaefer, an expert on calculating incomes of the poor, to discover that the number of American families living on $2.00 per person, per day, has skyrocketed to 1.5 million American households, including about 3 million children. Where do these families live? How did they get so desperately poor? Edin has procured rich — and truthful — interviews. Through the book’s many compelling profiles, moving and startling answers emerge. The authors illuminate a troubling trend: a low-wage labor market that increasingly fails to deliver a living wage, and a growing but hidden landscape of survival strategies among America’s extreme poor. More than a powerful exposé, $2.00 a Day delivers new evidence and new ideas to our national debate on income inequality.
Because Internet: Understanding the New Rules of Language
Gretchen McCulloch - 2019
Language is humanity's most spectacular open-source project, and the internet is making our language change faster and in more interesting ways than ever before. Internet conversations are structured by the shape of our apps and platforms, from the grammar of status updates to the protocols of comments and @replies. Linguistically inventive online communities spread new slang and jargon with dizzying speed. What's more, social media is a vast laboratory of unedited, unfiltered words where we can watch language evolve in real time.Even the most absurd-looking slang has genuine patterns behind it. Internet linguist Gretchen McCulloch explores the deep forces that shape human language and influence the way we communicate with one another. She explains how your first social internet experience influences whether you prefer "LOL" or "lol," why ~sparkly tildes~ succeeded where centuries of proposals for irony punctuation had failed, what emoji have in common with physical gestures, and how the artfully disarrayed language of animal memes like lolcats and doggo made them more likely to spread.Because Internet is essential reading for anyone who's ever puzzled over how to punctuate a text message or wondered where memes come from. It's the perfect book for understanding how the internet is changing the English language, why that's a good thing, and what our online interactions reveal about who we are.
Upstream: The Quest to Solve Problems Before They Happen
Dan Heath - 2020
We put out fires. We deal with emergencies. We stay downstream, handling one problem after another, but we never make our way upstream to fix the systems that caused the problems ... [This book] probes the psychological forces that push us downstream--including 'problem blindness,' which can leave us oblivious to serious problems in our midst. And Heath introduces us to the thinkers who have overcome these obstacles and scored ... victories by switching to an upstream mindset.
On the Clock: What Low-Wage Work Did to Me and How It Drives America Insane
Emily Guendelsberger - 2019
There, the vending machines were stocked with painkillers, and the staff turnover was dizzying. In the new year, she traveled to North Carolina to work at a call center, a place where even bathroom breaks were timed to the second. And finally, Guendelsberger was hired at a San Francisco McDonald's, narrowly escaping revenge-seeking customers who pelted her with condiments.Across three jobs, and in three different parts of the country, Guendelsberger directly took part in the revolution changing the U.S. workplace. On the Clock takes us behind the scenes of the fastest-growing segment of the American workforce to understand the future of work in America--and its present. Until robots pack boxes, resolve billing issues, and make fast food, human beings supervised by AI will continue to get the job done. Guendelsberger shows us how workers went from being the most expensive element of production to the cheapest--and how low-wage jobs have been remade to serve the ideals of efficiency, at the cost of humanity.On the Clock explores the lengths that half of Americans will go to to make a living, offering not only a better understanding of the modern workplace, but also surprising solutions to make work more humane.
Masterminds and Wingmen: Helping Our Boys Cope with Schoolyard Power, Locker-Room Tests, Girlfriends, and the New Rules of Boy World
Rosalind Wiseman - 2013
It’s a place where asking for help or showing emotional pain often feels impossible. Where sports and video games can mean everything, but working hard in school frequently earns ridicule from “the guys” even as they ask to copy assignments. Where “masterminds” dominate and friends ruthlessly insult each other but can never object when someone steps over the line. Where hiding problems from adults is the ironclad rule because their involvement only makes situations worse. Boy world is governed by social hierarchies and a powerful set of unwritten rules that have huge implications for your boy’s relationships, his interactions with you, and the man he’ll become. If you want what’s best for him, you need to know what these rules are and how to work with them effectively. What you’ll find in Masterminds and Wingmen is critically important for every parent – or anyone who cares about boys – to know. Collaborating with a large team of middle- and high-school-age editors, Rosalind Wiseman has created an unprecedented guide to the life your boy is actually experiencing – his on-the-ground reality. Not only does Wiseman challenge you to examine your assumptions, she offers innovative coping strategies aimed at helping your boy develop a positive, authentic, and strong sense of self.
Calling Bullshit: The Art of Skepticism in a Data-Driven World
Carl T. Bergstrom - 2020
Now, two science professors give us the tools to dismantle misinformation and think clearly in a world of fake news and bad data.It's increasingly difficult to know what's true. Misinformation, disinformation, and fake news abound. Our media environment has become hyperpartisan. Science is conducted by press release. Startup culture elevates bullshit to high art. We are fairly well equipped to spot the sort of old-school bullshit that is based in fancy rhetoric and weasel words, but most of us don't feel qualified to challenge the avalanche of new-school bullshit presented in the language of math, science, or statistics. In Calling Bullshit, Professors Carl Bergstrom and Jevin West give us a set of powerful tools to cut through the most intimidating data.You don't need a lot of technical expertise to call out problems with data. Are the numbers or results too good or too dramatic to be true? Is the claim comparing like with like? Is it confirming your personal bias? Drawing on a deep well of expertise in statistics and computational biology, Bergstrom and West exuberantly unpack examples of selection bias and muddled data visualization, distinguish between correlation and causation, and examine the susceptibility of science to modern bullshit.We have always needed people who call bullshit when necessary, whether within a circle of friends, a community of scholars, or the citizenry of a nation. Now that bullshit has evolved, we need to relearn the art of skepticism.
The Social Animal: The Hidden Sources of Love, Character, and Achievement
David Brooks - 2011
Now, with the intellectual curiosity and emotional wisdom that make his columns among the most read in the nation, Brooks turns to the building blocks of human flourishing in a multilayered, profoundly illuminating work grounded in everyday life.This is the story of how success happens. It is told through the lives of one composite American couple, Harold and Erica—how they grow, push forward, are pulled back, fail, and succeed. Distilling a vast array of information into these two vividly realized characters, Brooks illustrates a fundamental new understanding of human nature. A scientific revolution has occurred—we have learned more about the human brain in the last thirty years than we had in the previous three thousand. The unconscious mind, it turns out, is most of the mind—not a dark, vestigial place but a creative and enchanted one, where most of the brain’s work gets done. This is the realm of emotions, intuitions, biases, longings, genetic predispositions, personality traits, and social norms: the realm where character is formed and where our most important life decisions are made. The natural habitat of The Social Animal. Drawing on a wealth of current research from numerous disciplines, Brooks takes Harold and Erica from infancy to school; from the “odyssey years” that have come to define young adulthood to the high walls of poverty; from the nature of attachment, love, and commitment, to the nature of effective leadership. He reveals the deeply social aspect of our very minds and exposes the bias in modern culture that overemphasizes rationalism, individualism, and IQ. Along the way, he demolishes conventional definitions of success while looking toward a culture based on trust and humility.The Social Animal is a moving and nuanced intellectual adventure, a story of achievement and a defense of progress. Impossible to put down, it is an essential book for our time, one that will have broad social impact and will change the way we see ourselves and the world.
Show Your Work!: 10 Ways to Share Your Creativity and Get Discovered
Austin Kleon - 2014
Now, in an even more forward-thinking and necessary book, he shows how to take that critical next step on a creative journey—getting known. Show Your Work! is about why generosity trumps genius. It’s about getting findable, about using the network instead of wasting time “networking.” It’s not self-promotion, it’s self-discovery—let others into your process, then let them steal from you. Filled with illustrations, quotes, stories, and examples, Show Your Work! offers ten transformative rules for being open, generous, brave, productive. In chapters such as You Don’t Have to Be a Genius; Share Something Small Every Day; and Stick Around, Kleon creates a user’s manual for embracing the communal nature of creativity— what he calls the “ecology of talent.” From broader life lessons about work (you can’t find your voice if you don’t use it) to the etiquette of sharing—and the dangers of oversharing—to the practicalities of Internet life (build a good domain name; give credit when credit is due), it’s an inspiring manifesto for succeeding as any kind of artist or entrepreneur in the digital age.
Methland: The Death and Life of an American Small Town
Nick Reding - 2009
Methland tells the story of Oelwein, Iowa (pop. 6,159), which, like thousands of other small towns across the country, has been left in the dust by the consolidation of the agricultural industry, a depressed local economy, and an out-migration of people. As if this weren t enough to deal with, an incredibly cheap, longlasting, and highly addictive drug has rolled into town.Over a period of four years, journalist Nick Reding brings us into the heart of Oelwein through a cast of intimately drawn characters, including: Clay Hallburg, the town doctor, who fights meth even as he struggles with his own alcoholism; Nathan Lein, the town prosecutor, whose caseload is filled almost exclusively with meth-related crime; and Jeff Rohrick, a meth addict, still trying to kick the habit after twenty years. Tracing the connections between the lives touched by the drug and the global forces that set the stage for the epidemic, Methland offers a vital and unique perspective on a pressing contemporary tragedy.
Overdressed: The Shockingly High Cost of Cheap Fashion
Elizabeth L. Cline - 2012
She’d grown accustomed to shopping at outlet malls, discount stores like T.J. Maxx, and cheap but trendy retailers like Forever 21, Target, and H&M. She was buying a new item of clothing almost every week (the national average is sixty-four per year) but all she had to show for it was a closet and countless storage bins packed full of low-quality fads she barely wore—including the same sailor-stripe tops and fleece hoodies as a million other shoppers. When she found herself lugging home seven pairs of identical canvas flats from Kmart (a steal at $7 per pair, marked down from $15!), she realized that something was deeply wrong. Cheap fashion has fundamentally changed the way most Americans dress. Stores ranging from discounters like Target to traditional chains like JCPenney now offer the newest trends at unprecedentedly low prices. Retailers are producing clothes at enormous volumes in order to drive prices down and profits up, and they’ve turned clothing into a disposable good. After all, we have little reason to keep wearing and repairing the clothes we already own when styles change so fast and it’s cheaper to just buy more. But what are we doing with all these cheap clothes? And more important, what are they doing to us, our society, our environment, and our economic well-being? In Overdressed, Cline sets out to uncover the true nature of the cheap fashion juggernaut, tracing the rise of budget clothing chains, the death of middle-market and independent retailers, and the roots of our obsession with deals and steals. She travels to cheap-chic factories in China, follows the fashion industry as it chases even lower costs into Bangladesh, and looks at the impact (both here and abroad) of America’s drastic increase in imports. She even explores how cheap fashion harms the charity thrift shops and textile recyclers where our masses of clothing castoffs end up. Sewing, once a life skill for American women and a pathway from poverty to the middle class for workers, is now a dead-end sweatshop job. The pressures of cheap have forced retailers to drastically reduce detail and craftsmanship, making the clothes we wear more and more uniform, basic, and low quality. Creative independent designers struggle to produce good and sustainable clothes at affordable prices. Cline shows how consumers can break the buy-and-toss cycle by supporting innovative and stylish sustainable designers and retailers, refashioning clothes throughout their lifetimes, and mending and even making clothes themselves. Overdressed will inspire you to vote with your dollars and find a path back to being well dressed and feeling good about what you wear.
Dataclysm: Who We Are (When We Think No One's Looking)
Christian Rudder - 2014
In Dataclysm, Christian Rudder uses it to show us who we truly are. For centuries, we’ve relied on polling or small-scale lab experiments to study human behavior. Today, a new approach is possible. As we live more of our lives online, researchers can finally observe us directly, in vast numbers, and without filters. Data scientists have become the new demographers. In this daring and original book, Rudder explains how Facebook "likes" can predict, with surprising accuracy, a person’s sexual orientation and even intelligence; how attractive women receive exponentially more interview requests; and why you must have haters to be hot. He charts the rise and fall of America’s most reviled word through Google Search and examines the new dynamics of collaborative rage on Twitter. He shows how people express themselves, both privately and publicly. What is the least Asian thing you can say? Do people bathe more in Vermont or New Jersey? What do black women think about Simon & Garfunkel? (Hint: they don’t think about Simon & Garfunkel.) Rudder also traces human migration over time, showing how groups of people move from certain small towns to the same big cities across the globe. And he grapples with the challenge of maintaining privacy in a world where these explorations are possible. Visually arresting and full of wit and insight, Dataclysm is a new way of seeing ourselves—a brilliant alchemy, in which math is made human and numbers become the narrative of our time.
Cognitive Surplus: Creativity and Generosity in a Connected Age
Clay Shirky - 2010
For decades, technology encouraged people to squander their time and intellect as passive consumers. Today, tech has finally caught up with human potential. In Cognitive Surplus, Internet guru Clay Shirky forecasts the thrilling changes we will all enjoy as new digital technology puts our untapped resources of talent and goodwill to use at last. Since we Americans were suburbanized and educated by the postwar boom, we've had a surfeit of intellect, energy, and time-what Shirky calls a cognitive surplus. But this abundance had little impact on the common good because television consumed the lion's share of it-and we consume TV passively, in isolation from one another. Now, for the first time, people are embracing new media that allow us to pool our efforts at vanishingly low cost. The results of this aggregated effort range from mind expanding-reference tools like Wikipedia-to lifesaving-such as Ushahidi.com, which has allowed Kenyans to sidestep government censorship and report on acts of violence in real time. Shirky argues persuasively that this cognitive surplus-rather than being some strange new departure from normal behavior-actually returns our society to forms of collaboration that were natural to us up through the early twentieth century. He also charts the vast effects that our cognitive surplus- aided by new technologies-will have on twenty-first-century society, and how we can best exploit those effects. Shirky envisions an era of lower creative quality on average but greater innovation, an increase in transparency in all areas of society, and a dramatic rise in productivity that will transform our civilization. The potential impact of cognitive surplus is enormous. As Shirky points out, Wikipedia was built out of roughly 1 percent of the man-hours that Americans spend watching TV every year. Wikipedia and other current products of cognitive surplus are only the iceberg's tip. Shirky shows how society and our daily lives will be improved dramatically as we learn to exploit our goodwill and free time like never before.