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
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Amusing Ourselves to Death: Public Discourse in the Age of Show Business
Neil Postman - 1985
In this eloquent, persuasive book, Neil Postman alerts us to the real and present dangers of this state of affairs, and offers compelling suggestions as to how to withstand the media onslaught. Before we hand over politics, education, religion, and journalism to the show business demands of the television age, we must recognize the ways in which the media shape our lives and the ways we can, in turn, shape them to serve out highest goals.
Click: The Magic of Instant Connections
Ori Brafman - 2010
You meet someone new—at a party or at work—and you just hit it off. There is an instant sense of camaraderie. In a word, you “click.” From the bestselling authors of Sway, Click is a fascinating psychological investigation of the forces behind what makes us click with certain people, or become fully immersed in whatever activity or situation we’re involved in. From two co-workers who fall head over heels for each other while out to dinner and are married a month later (and fifteen years later remain just as in love), to a team of scientists who changed the world with the magic of their invention, these kinds of peak experiences, when our senses are completely focused on the moment, are something that individuals—and companies—strive to achieve. After all, when you’re in the “zone,” you’re happier and more productive. Why is it that we click in certain situations and with certain people, but not with others? Can this kind of magical connection be consciously encouraged? Is there a way to create such peak experiences, whether on a date or in your job? According to Ori and Rom Brafman, there is. In a powerful, story-driven narrative that weaves together cutting-edge research in psychology and sociology, the Brafmans explore what it means to “click”: the common factors present when our brain and senses are fully engaged. They identify five “accelerators” that increase the likelihood of these kinds of magic connections in our work and relationships. From actors vying for a role on a popular TV series to police officers negotiating with hostage takers, we learn how one can foster an environment where we can click with another person and shape our thinking, behavior, and emotions. A fascinating journey into how we engage with the world around us, Click will transform our thinking about those moments when we are in the zone and everything seems to fall into place. Acclaim for Sway:“A provocative new book about the psychological forces that lead us to disregard facts or logic and behave in surprisingly irrational ways.” –New York Times “A unique and compulsively readable look at unseen behavioral trends.” –Fortune"A breathtaking book that will challenge your every thought, Sway hovers above the intersection of Blink and Freakonomics."--Tom Rath, coauthor of the New York Times #1 bestseller How Full Is Your Bucket?“[An] engaging journey through the workings—and failings—of the mind…Their stories of senselessness…are as fascinating as the lessons we learn from them.” –Fast Company"Count me swayed--but in this instance by the pull of entirely rational forces. Ori and Rom Brafman have done a terrific job of illuminating deep-seated tendencies that skew our behavior in ways that can range from silly to deadly. We'd be fools not to learn what they have to teach us."--Robert B. Cialdini, author of New York Times bestseller Influence"If you think you know how you think, you'd better think again! Take this insightful, delightful trip to the sweet spot where economics, psychology, and sociology converge, and you'll discover how our all-too-human minds actually work."--Alan M. Webber, founding editor of Fast Company
Small Animals: Parenthood in the Age of Fear
Kim Brooks - 2018
What happened would consume the next several years of her life and spur her to investigate the broader role America's culture of fear plays in parenthood. In Small Animals, Brooks asks, Of all the emotions inherent in parenting, is there any more universal or profound than fear? Why have our notions of what it means to be a good parent changed so radically? In what ways do these changes impact the lives of parents, children, and the structure of society at large? And what, in the end, does the rise of fearful parenting tell us about ourselves?Fueled by urgency and the emotional intensity of Brooks's own story, Small Animals is a riveting examination of the ways our culture of competitive, anxious, and judgmental parenting has profoundly altered the experiences of parents and children. In her signature style--by turns funny, penetrating, and always illuminating--which has dazzled millions of fans and been called "striking" by New York Times Book Review and "beautiful" by the National Book Critics Circle, Brooks offers a provocative, compelling portrait of parenthood in America and calls us to examine what we most value in our relationships with our children and one another.
Everything Bad is Good for You
Steven Johnson - 2005
In this provocative, unfailingly intelligent, thoroughly researched, and surprisingly convincing big idea book, Steven Johnson draws from fields as diverse as neuroscience, economics, and media theory to argue that the pop culture we soak in every day—from Lord of the Rings to Grand Theft Auto to The Simpsons—has been growing more sophisticated with each passing year, and, far from rotting our brains, is actually posing new cognitive challenges that are actually making our minds measurably sharper. After reading Everything Bad is Good for You, you will never regard the glow of the video game or television screen the same way again. With a new afterword by the author. Steven Johnson's newest book, How We Got to Now, is now available from Riverhead Books.
Stuff: Compulsive Hoarding and the Meaning of Things
Randy O. Frost - 2010
Now they explore the compulsion through a series of compelling case studies in the vein of Oliver Sacks. With vivid portraits that show us the traits by which you can identify a hoarder's piles on sofas and beds that make the furniture useless, houses that can be navigated only by following small paths called goat trails, vast piles of paper that the hoarders "churn" but never discard, even collections of animals and garbage; Frost and Steketee illuminate the pull that possessions exert on all of us. Whether we're savers, collectors, or compulsive cleaners, very few of us are in fact free of the impulses that drive hoarders to the extremes in which they live. For all of us with complicated relationships to our things, Stuff answers the question of what happens when our stuff starts to own us.
The Invisible Gorilla: And Other Ways Our Intuitions Deceive Us
Christopher Chabris - 2010
In The Invisible Gorilla, Christopher Chabris and Daniel Simons, creators of one of psychology’s most famous experiments, use remarkable stories and counterintuitive scientific findings to demonstrate an important truth: Our minds don’t work the way we think they do. We think we see ourselves and the world as they really are, but we’re actually missing a whole lot.Again and again, we think we experience and understand the world as it is, but our thoughts are beset by everyday illusions. We write traffic laws and build criminal cases on the assumption that people will notice when something unusual happens right in front of them. We’re sure we know where we were on 9/11, falsely believing that vivid memories are seared into our minds with perfect fidelity. And as a society, we spend billions on devices to train our brains because we’re continually tempted by the lure of quick fixes and effortless self-improvement. The Invisible Gorilla reveals the myriad ways that our intuitions can deceive us, but it’s much more than a catalog of human failings. Chabris and Simons explain why we succumb to these everyday illusions and what we can do to inoculate ourselves against their effects. Ultimately, the book provides a kind of x-ray vision into our own minds, making it possible to pierce the veil of illusions that clouds our thoughts and to think clearly for perhaps the first time.
Tribe: On Homecoming and Belonging
Sebastian Junger - 2016
These are the very same behaviors that typify good soldiering and foster a sense of belonging among troops, whether they’re fighting on the front lines or engaged in non-combat activities away from the action. Drawing from history, psychology, and anthropology, bestselling author Sebastian Junger shows us just how at odds the structure of modern society is with our tribal instincts, arguing that the difficulties many veterans face upon returning home from war do not stem entirely from the trauma they’ve suffered, but also from the individualist societies they must reintegrate into.A 2011 study by the Canadian Forces and Statistics Canada reveals that 78 percent of military suicides from 1972 to the end of 2006 involved veterans. Though these numbers present an implicit call to action, the government is only just taking steps now to address the problems veterans face when they return home. But can the government ever truly eliminate the challenges faced by returning veterans? Or is the problem deeper, woven into the very fabric of our modern existence? Perhaps our circumstances are not so bleak, and simply understanding that beneath our modern guises we all belong to one tribe or another would help us face not just the problems of our nation but of our individual lives as well.Well-researched and compellingly written, this timely look at how veterans react to coming home will reconceive our approach to veteran’s affairs and help us to repair our current social dynamic.
The Data Detective: Ten Easy Rules to Make Sense of Statistics
Tim Harford - 2020
That’s a mistake, Tim Harford says in The Data Detective. We shouldn’t be suspicious of statistics—we need to understand what they mean and how they can improve our lives: they are, at heart, human behavior seen through the prism of numbers and are often “the only way of grasping much of what is going on around us.” If we can toss aside our fears and learn to approach them clearly—understanding how our own preconceptions lead us astray—statistics can point to ways we can live better and work smarter.As “perhaps the best popular economics writer in the world” (New Statesman), Tim Harford is an expert at taking complicated ideas and untangling them for millions of readers. In The Data Detective, he uses new research in science and psychology to set out ten strategies for using statistics to erase our biases and replace them with new ideas that use virtues like patience, curiosity, and good sense to better understand ourselves and the world. As a result, The Data Detective is a big-idea book about statistics and human behavior that is fresh, unexpected, and insightful.
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
John R. DiJulius - 2002
These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences"
The Nordic Theory of Everything: In Search of a Better Life
Anu Partanen - 2016
She found that navigating the basics of everyday life—from buying a cell phone and filing taxes to education and childcare—was much more complicated and stressful than anything she encountered in her homeland. At first, she attributed her crippling anxiety to the difficulty of adapting to a freewheeling new culture. But as she got to know Americans better, she discovered they shared her deep apprehension. To understand why life is so different in the U.S. and Finland, Partanen began to look closely at both.In The Nordic Theory of Everything, Partanen compares and contrasts life in the United States with life in the Nordic region, focusing on four key relationships—parents and children, men and women, employees and employers, and government and citizens. She debunks criticism that Nordic countries are socialist “nanny states,” revealing instead that it is we Americans who are far more enmeshed in unhealthy dependencies than we realize. As Partanen explains step by step, the Nordic approach allows citizens to enjoy more individual freedom and independence than we do.Partanen wants to open Americans’ eyes to how much better things can be—to show her beloved new country what it can learn from her homeland to reinvigorate and fulfill the promise of the American dream—to provide the opportunity to live a healthy, safe, economically secure, upwardly mobile life for everyone. Offering insights, advice, and solutions, The Nordic Theory of Everything makes a convincing argument that we can rebuild our society, rekindle our optimism, and restore true freedom to our relationships and lives.
Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent, and Lead
Brené Brown - 2012
Brené Brown offers a powerful new vision that encourages us to dare greatly: to embrace vulnerability and imperfection, to live wholeheartedly, and to courageously engage in our lives. “It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; . . . who at best knows in the end the triumph of high achievement, and who at worst, if he fails, at least fails while daring greatly.” —Theodore RooseveltEvery day we experience the uncertainty, risks, and emotional exposure that define what it means to be vulnerable, or to dare greatly. Whether the arena is a new relationship, an important meeting, our creative process, or a difficult family conversation, we must find the courage to walk into vulnerability and engage with our whole hearts.In Daring Greatly, Dr. Brown challenges everything we think we know about vulnerability. Based on twelve years of research, she argues that vulnerability is not weakness, but rather our clearest path to courage, engagement, and meaningful connection. The book that Dr. Brown’s many fans have been waiting for, Daring Greatly will spark a new spirit of truth—and trust—in our organizations, families, schools, and communities.
The Honest Truth About Dishonesty: How We Lie to Everyone - Especially Ourselves
Dan Ariely - 2012
From Washington to Wall Street, the classroom to the workplace, unethical behavior is everywhere. None of us is immune, whether it's the white lie to head off trouble or padding our expense reports. In The (Honest) Truth About Dishonesty, award-winning, bestselling author Dan Ariely turns his unique insight and innovative research to the question of dishonesty.Generally, we assume that cheating, like most other decisions, is based on a rational cost-benefit analysis. But Ariely argues, and then demonstrates, that it's actually the irrational forces that we don't take into account that often determine whether we behave ethically or not. For every Enron or political bribe, there are countless puffed résumés, hidden commissions, and knockoff purses. In The (Honest) Truth About Dishonesty, Ariely shows why some things are easier to lie about; how getting caught matters less than we think; and how business practices pave the way for unethical behavior, both intentionally and unintentionally. Ariely explores how unethical behavior works in the personal, professional, and political worlds, and how it affects all of us, even as we think of ourselves as having high moral standards.But all is not lost. Ariely also identifies what keeps us honest, pointing the way for achieving higher ethics in our everyday lives. With compelling personal and academic findings, The (Honest) Truth About Dishonesty will change the way we see ourselves, our actions, and others.
The Price of Admission: How America's Ruling Class Buys Its Way Into Elite Colleges--And Who Gets Left Outside the Gates
Daniel Golden - 2006
What they may never learn is how many candidates like themselves have been passed over in favor of wealthy white students with lesser credentials—children of alumni, big donors, or celebrities.In this explosive book, the Pulitzer Prize–winning reporter Daniel Golden argues that America, the so-called land of opportunity, is rapidly becoming an aristocracy in which America’s richest families receive special access to elite higher education—enabling them to give their children even more of a head start. Based on two years of investigative reporting and hundreds of interviews with students, parents, school administrators, and admissions personnel—some of whom risked their jobs to speak to the author—The Price of Admission exposes the corrupt admissions practices that favor the wealthy, the powerful, and the famous.In The Price of Admission, Golden names names, along with grades and test scores. He reveals how the sons of former vice president Al Gore, one-time Hollywood power broker Michael Ovitz, and Senate Majority Leader Bill Frist leapt ahead of more deserving applicants at Harvard, Brown, and Princeton. He explores favoritism at the Ivy Leagues, Duke, the University of Virginia, and Notre Dame, among other institutions. He reveals that colleges hold Asian American students to a higher standard than whites; comply with Title IX by giving scholarships to rich women in “patrician sports” like horseback riding, squash, and crew; and repay congressmen for favors by admitting their children. He also reveals that Harvard maintains a “Z-list” for well-connected but underqualified students, who are quietly admitted on the condition that they wait a year to enroll.The Price of Admission explodes the myth of an American meritocracy—the belief that no matter what your background, if you are smart and diligent enough, you will have access to the nation’s most elite universities. It is must reading not only for parents and students with a personal stake in college admissions, but also for those disturbed by the growing divide between ordinary and privileged Americans.
Grit: The Power of Passion and Perseverance
Angela Duckworth - 2016
Rather, other factors can be even more crucial such as identifying our passions and following through on our commitments.Drawing on her own powerful story as the daughter of a scientist who frequently bemoaned her lack of smarts, Duckworth describes her winding path through teaching, business consulting, and neuroscience, which led to the hypothesis that what really drives success is not genius, but a special blend of passion and long-term perseverance. As a professor at the University of Pennsylvania, Duckworth created her own character lab and set out to test her theory.Here, she takes readers into the field to visit teachers working in some of the toughest schools, cadets struggling through their first days at West Point, and young finalists in the National Spelling Bee. She also mines fascinating insights from history and shows what can be gleaned from modern experiments in peak performance. Finally, she shares what she's learned from interviewing dozens of high achievers; from JP Morgan CEO Jamie Dimon to the cartoon editor of The New Yorker to Seattle Seahawks Coach Pete Carroll.Winningly personal, insightful, and even life-changing, Grit is a book about what goes through your head when you fall down, and how that not talent or luck makes all the difference.
A Billion Wicked Thoughts: What the World's Largest Experiment Reveals about Human Desire
Ogi Ogas - 2011
For his groundbreaking sexual research, Alfred Kinsey and his team interviewed 18,000 people, relying on them to honestly report their most intimate experiences. Using the Internet, the neuroscientists Ogas and Gaddam quietly observed the raw sexual behaviors of half a billion people. By combining their observations with neuroscience and animal research, these two young neuroscientists finally answer the long-disputed question: what do people really like? Ogas and Gaddam's findings are transforming the way scientists and therapists think about sexual desire. In their startling book, Ogas and Gaddam analyze a "billion wicked thoughts" on the Internet: a billion Web searches, a million individual search histories, a million erotic stories, a half-million erotic videos, a million Web sites, millions of online personal ads, and many other enormous sources of sexual data in order to understand the true differences between male and female desires, including: ?Men and women have hardwired sexual cues analogous to our hardwired tastes-there are sexual versions of sweet, sour, salty, savory, and bitter. But men and women are wired with different sets of cues. ?The male sexual brain resembles a reckless hunter, while the female sexual brain resembles a cautious detective agency. ?Men form their sexual interests during adolescence and rarely change. Women's sexual interests are plastic and change frequently. ?The male sexual brain is an "or gate": A single stimulus can arouse it. The female sexual brain is an "and gate": It requires many simultaneous stimuli to arouse it. ?When it comes to sexual arousal, men prefer overweight women to underweight women, and a significant number of men seek out erotic images of women in their 40s, 50s, and 60s. ?Women enjoy writing and sharing erotic stories with other women. The fastest growing genre of erotic stories for women are stories about two heterosexual men having sex. ?Though the male sexual brain is much more different from the female sexual brain than is commonly believed, the sexual brain of gay men is virtually identical to that of straight men. Featuring cutting-edge, jaw-dropping science, this wildly entertaining and controversial book helps readers understand their partner's sexual desires with a depth of knowledge unavailable from any other source. Its fascinating and occasionally disturbing findings will rock our modern understanding of sexuality, just as Kinsey's reports did sixty years ago.