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.

    Two-time New York Times bestselling authors Roger Connors and Tom Smith show how leaders can achieve record-breaking results by quickly and effectively shaping their organizational culture to capitalize on their greatest asset-their people.Change the Culture, Change the Game joins their classic book, The Oz Principle, and their recent bestseller, How Did That Happen?, to complete the most comprehensive series ever written on workplace accountability. Based on an earlier book, Journey to the Emerald City, this fully revised installment captures what the authors have learned while working with the hundreds of thousands of people on using organizational culture as a strategic advantage.

    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.

    Now he shares his specially adapted “Pain Free” program for women to use at home.Whether you suffer from back or neck pain, joint discomfort or sore knees, or need more stamina, improved balance, and extra strength, here is a revolutionary and proven approach to self-care that promises optimal health through a simple set of exercises that will transform the way you move and feel — forever!Egoscue shows women how to take back their bodies by recovering and restoring a precious health asset — full, free, flexible motion — that he believes has been drastically reduced by our modern lifestyle.As Egoscue explains, motion not only develops a woman’s body but also maintains and rejuvenates it. Yet as her motion-deprived muscles disengage and weaken, it is common for a woman’s body to lose alignment, leading to repetitive stress injuries, persistent pain, and general bad health. Even the simplest activities — how she sits, stands, walks, works, lifts, and sleeps — can trigger problems.Focusing on proper alignment, posture, and muscle engagement, Egoscue provides simple but powerful techniques to restore flexibility and function while at the same time boosting energy, revving up the immune system, even raising the body’s metabolic rate.The remarkable “E-cises” included within have also been linked to improved ability to fight disease, cope with aging, and recover from accidents and injuries. The “miracle” cure Egoscue offers is, simply, correct motion.Organized by the seasons of a woman’s life, Pain Free for Women pays particular attention to age-specific concerns such as puberty, childbirth, and menopause, as well as special issues such as arthritis, PMS, and depression.At the same time, Egoscue shows how women can build a framework of healthy movement that will prevent illness and maintain pain-free good health throughout the journey of life.According to Egoscue, reversing the effects of poor musculoskeletal fitness provides astonishing benefits, including:•Better balance, posture, and breathing, as well as increased resiliency•Effective and safe weight management•Healthy bone density and visual acuity•Heightened sex drive•Delayed symptoms of aging•Peace of mind and general tranquilityExtensively illustrated to demonstrate proper placement, posture, and movement, Pain Free for Women offers women of every age the possibility of feeling better than ever before.From the Hardcover edition.

    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.

    But Don Casey shows us that it doesn't need to be that way. You can learn what you need to know by rapping,poking,looking,and listening. But you must be able to recognize problem symptoms when they arise. This book shows you how. Hull,deck,rig,interior,engine,electrical system—it's all here. You'll still want to hire a surveyor before buying a boat,and Casey guides you through that,too. In the meantime,though,whether you're maintaining or shopping,you can save hundreds,even thousands of dollars in survey fees. The Tolerance of Fiberglass For Neglect And Abuse Is Legendary—And An Astounding Number Of Sailboats Built In The Last 35 Years Are Still Around. There Are Bargains Aplenty—And The Best One Of All,With Some Overdue Attention,Just Might Be The Boat You Already Own Are those cracks in the gelcoat? Should the deck yield underfoot like that? Are those rivets in the toerail,and why are they loose? Why doesn't the head door close? Should there be rust on the keel bolts? What is that bulge in the hull? If any of these indicate real trouble,it is or could become your trouble. Here is all you'll need to learn where to look and what to look for. Whether you're shopping or prioritizing maintenance tasks,this book will save you money and perhaps even disaster.

    From SWOT analysis and core competencies to risk reward analysis and the innovation circle, "Key Management Models" explains each model in a clear, structured and practical way.There is a brief overview of each of the 61 essential models that spans no more than3-4 pages. For each model you will find:- The model in a nutshell ('the big idea')- Its applicability ('when to use it')- The practicalities of applying it ('how to use it')- A critical appraisal ('the final analysis')The PERFECT reference book, no matter what business you're in.

    What is a limited liability company? How is an LLC different from a corporation? Should you form an LLC for your business? Limited Liability Companies For Dummies, answers all of your questions about LLCs and demystifies the formation and management of these increasingly popular business entities.

    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.

    Now Jason Jennings, a bestselling author and international business consultant, offers a groundbreaking look at how to boost productivity and your bottom line.In Less Is More, Jennings shares tested and successful programs from the leading giants in industry and presents new trends that businesses of all sizes will be able to implement. Inside, you'll learn how to:increase sales 300 percent without increasing head countbecome 10 times more efficientkeep track of every pennyuse technology and automation in your favorWritten in the same breezy, informative style of Jennings's previous book, Less Is More is sure to join its predecessor on bestseller lists nationwide.

    They are places for research, refuge, and reflection--where students create, collaborate, communicate, and develop skills in critical thinking and compassion. Learn 10 ways to create the library learning environment that every child deserves. In Hacking School Libraries, 2015 School Librarian of the Year, Kristina A. Holzweiss, and 2017 Sensational Student Voice Award finalist, Stony Evans, bring you 10 practical hacks that will help you create a welcoming and exciting school library program. They show you how to rethink your library to become the hub of the school community, whether you are a veteran librarian or just beginning your career. Hacking School Libraries isn't just for librarians. It's for any educator who wants to learn how to transform your learning space provide hands-on learning opportunities empower your students bring curriculum to life differentiate instruction effectively raise funds advocate for modern school libraries establish global connections celebrate reading What the experts say: "When I learned that Kristina and Stony were writing a book to fit into one of my favorite series, I was so excited and couldn’t think of a better duo to do so! School librarians will find Hacking School Libraries such an amazing read and resource in so many ways. The hacks found in this book are terrific for any grade level and will help guide librarians to make a difference in their library, school, and community!" -Shannon McClintock Miller, Teacher Librarian and Iowa Future Ready Librarian Spokesperson "Authors Kristina Holzweiss and Stony Evans are two of the most respected thought leaders and practitioners in the school library field. Their book, Hacking School Libraries, is an essential resource for any modern-day library media specialist. It is filled with actionable tips and strategies that anyone can easily implement tomorrow." -Laura Fleming, Library Media Specialist, bestselling author of Worlds of Making and The Kickstart Guide to Making Great Makerspaces Grab Hacking School Libraries today, and incorporate library media centers into your learning community tomorrow.

    Perfect for Beginners level and get awesome ideas and techniques for you experts. Have lots of images to help you easily follow through the pattern.

    "This book," in Peter Drucker'swords, "tries to equip the manager with the understanding, the thinking, the knowledge and the skills for today'sand also tomorrow's jobs." This management classic has been developed and tested during more than thirty years of teaching management in universities, in executive programs and seminars and through the author's close work with managers as a consultant for large and small businesses, government agencies, hospitals and schools. Drucker discusses the tools and techniques of successful management practice that have been proven effective, and he makes them meaningful and easily accessible.