Book picks similar to
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce by Micah Solomon
business
non-fiction
customer-service
social-media
The Four Tendencies: The Indispensable Personality Profiles That Reveal How to Make Your Life Better (and Other People's Lives Better, Too)
Gretchen Rubin - 2017
During her multibook investigation into understanding human nature, Gretchen Rubin realized that by asking the seemingly dry question "How do I respond to expectations?" we gain explosive self-knowledge. She discovered that based on their answer, people fit into Four Tendencies: Upholders, Questioners, Obligers, and Rebels. Our Tendency shapes every aspect of our behavior, so using this framework allows us to make better decisions, meet deadlines, suffer less stress, and engage more effectively. More than 600,000 people have taken her online quiz, and managers, doctors, teachers, spouses, and parents already use the framework to help people make significant, lasting change. The Four Tendencies hold practical answers if you've ever thought...· People can rely on me, but I can't rely on myself.· How can I help someone to follow good advice?· People say I ask too many questions.· How do I work with someone who refuses to do what I ask or who keeps telling me what to do?With sharp insight, compelling research, and hilarious examples, The Four Tendencies will help you get happier, healthier, more productive, and more creative. It's far easier to succeed when you know what works for you.
Words That Work: It's Not What You Say, It's What People Hear
Frank Luntz - 2006
With chapters like "The Ten Rules of Successful Communication" and "The 21 Words and Phrases for the 21st Century," he examines how choosing the right words is essential. Nobody is in a better position to explain than Frank Luntz: He has used his knowledge of words to help more than two dozen Fortune 500 companies grow. Hell tell us why Rupert Murdoch's six-billion-dollar decision to buy DirectTV was smart because satellite was more cutting edge than "digital cable," and why pharmaceutical companies transitioned their message from "treatment" to "prevention" and "wellness." If you ever wanted to learn how to talk your way out of a traffic ticket or talk your way into a raise, this book's for you.
On Emotional Intelligence (HBR's 10 Must Reads)
Harvard Business Review - 2015
We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you boost your emotional skills—and your professional success.This book will inspire you to:• Monitor and channel your moods and emotions• Make smart, empathetic people decisions• Manage conflict and regulate emotions within your team• React to tough situations with resilience• Better understand your strengths, weaknesses, needs, values, and goals• Develop emotional agility
The Camino Way: Lessons in Leadership from a Walk Across Spain
Victor Prince - 2017
Each year, hundreds of thousands of peregrinos make their way through rugged countryside and medieval towns in order to reflect, test their will, and join a community of strangers on a shared mission. In short, it's the ideal training ground for authentic leadership.Challenged to walk the Camino, Victor Prince began his trek as one person: driven, work-focused and highly competitive, and he finished it a very different one: more balanced, more caring, and more present in the moment. In this transformative book he guides readers on their own Camino, translating his experience into seven essential leadership lessons inspired by the values emblazoned on the back of every pilgrim's passport:Treat each day as its own adventure ● Make others feel welcome ● Learn from those who've walked before ● Consider your impact on those who follow ● And moreLeadership is a journey. The Camino Way prepares you to tackle it with a pilgrim's heart, a wayfarer's grit, and a leader's vision.
Mindset: The New Psychology of Success
Carol S. Dweck - 2006
Dweck, Ph.D., discovered a simple but groundbreaking idea: the power of mindset. In this brilliant book, she shows how success in school, work, sports, the arts, and almost every area of human endeavor can be dramatically influenced by how we think about our talents and abilities. People with a fixed mindset — those who believe that abilities are fixed — are less likely to flourish than those with a growth mindset — those who believe that abilities can be developed. Mindset reveals how great parents, teachers, managers, and athletes can put this idea to use to foster outstanding accomplishment.In this edition, Dweck offers new insights into her now famous and broadly embraced concept. She introduces a phenomenon she calls false growth mindset and guides people toward adopting a deeper, truer growth mindset. She also expands the mindset concept beyond the individual, applying it to the cultures of groups and organizations. With the right mindset, you can motivate those you lead, teach, and love — to transform their lives and your own.
The 10x Rule: The Only Difference Between Success and Failure
Grant Cardone - 2011
To reach the next level, you must understand the coveted 4th degree of action. This 4th degree, also known as the 10 X Rule, is that level of action that guarantees companies and individuals realize their goals and dreams.The 10 X Rule unveils the principle of "Massive Action," allowing you to blast through business clichZs and risk-aversion while taking concrete steps to reach your dreams. It also demonstrates why people get stuck in the first three actions and how to move into making the 10X Rule a discipline. Find out exactly where to start, what to do, and how to follow up each action you take with more action to achieve Massive Action results.Learn the "Estimation of Effort" calculation to ensure you exceed your targets Make the Fourth Degree a way of life and defy mediocrity Discover the time management myth Get the exact reasons why people fail and others succeed Know the exact formula to solve problems Extreme success is by definition outside the realm of normal action. Instead of behaving like everybody else and settling for average results, take Massive Action with The 10 X Rule, remove luck and chance from your business equation, and lock in massive success.
Accelerate: Building and Scaling High-Performing Technology Organizations
Nicole Forsgren - 2018
Through four years of groundbreaking research, Dr. Nicole Forsgren, Jez Humble, and Gene Kim set out to find a way to measure software delivery performance—and what drives it—using rigorous statistical methods. This book presents both the findings and the science behind that research. Readers will discover how to measure the performance of their teams, and what capabilities they should invest in to drive higher performance.
How to Make People Like You in 90 Seconds or Less
Nicholas Boothman - 1999
Now that connection is infinitely easier to make through Nicholas Boothman's program of rapport by design.How to Make People Like You in 90 Seconds or Less is the work of a master of Neuro-Linguistic Programming whose career is teaching corporations and groups the secrets of successful face-to-face communication. Aimed at establishing rapport-that stage between meeting and communicating-How to Make People Like You focuses on the concept of synchrony. It shows how to synchronize attitude, synchronize body language, and synchronize voice tone so that you instantly and imperceptibly become someone the other person likes. Reinforcing these easy-to-learn skills is knowing how to read the other person's sensory preferences-most of us are visual, some are kinesthetic, and a minority are auditory. So when you say "I see what you mean" to a visual person, you're really speaking his language. Along the way the book covers attitude, nervousness, words that open a conversation and words that shut it down, compliments, eye cues, the magic of opposites attracting, and more. It's how to make the best of the most important 90 seconds in any relationship, business or personal.
Pivot: The Only Move That Matters is Your Next One
Jenny Blake - 2016
"Looking to make a career change? Pivot is a book you will turn to again and again." —Daniel Pink, author of To Sell is Human and Drive Jenny Blake, author of Life After College and former career development program manager at Google, reveals how to methodically make your next career move by doubling down on what is already working.This book is for anyone searching for an answer to the question, "What's next?" Whether you have hit a plateau in your perfect-on-paper job, are considering taking on a new role in your current job, are thinking about starting your own business, or you want to move into a new industry altogether, one thing remains clear: your career success depends on your ability to determine your next best move.If change is the only constant, let’s get better at it.
The Culture Code: The Secrets of Highly Successful Groups
Daniel Coyle - 2017
An essential book that unlocks the secrets of highly successful groups and provides readers with a toolkit for building a cohesive, innovative culture, from the New York Times bestselling author of The Talent Code
The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change
Stephen R. Covey - 1988
This book was wonderful education for people, education in how to live life effectively and get closer to the ideal of being a ‘success’ in life.But not everyone understands Stephen Covey’s model fully well, or maybe there are some people who haven’t read it yet. This is definitely true because we still see so much failure all around us. Now, I am not saying that by using Covey’s model, or anyone else’s model for that matter, you can become a sure-shot success, but at least we should have seen many more successes around us already judging by the number of copies the book has sold! So, where is the shortcoming?There are two main problems here, and we are talking only about the people who have read the book already. The first problem is that most people are too lazy to implement the ideals of Stephen Covey in their lives. They consider his masterpiece of a book as a mere coffee-table book or a book that you use for light reading when you are traveling and then forget all about it. They do not realize that this book contains life-changing information. Or, they take the information and do not make the effort to actually utilize it so that it becomes knowledge for them.The second problem is that a lot of people have a myopic view of Covey’s ideals. These are people who are impressed by the book already. If you ask them what the seven habits are, they can rattle them off end to end, but then they miss the larger picture. They do not understand that Covey was trying to tell more than he wrote in words. There are hidden implications in this book, yes, and a lot of people have just failed to see through them.That is what we are trying to do. We are trying to show you how Covey’s book, or rather, his model, was a complete model in itself. There was nothing amiss about it. If you implement it, there should be no aspect of your life that should go untouched. The only thing is that you have to understand these ideals and try to implement them in your life.But, before we barge into that area, it is extremely important to understand what these ideals are. What was the model that was propounded by Stephen Covey in his mega-famous book? We shall begin by trying to understand his model first, and then interpret it in such a way that it pertains to every aspect of our life
Principles: Summary
Ray Dalio - 2011
Part 1 is about the purpose and importance of having principles in general, having nothing to do with mine. Part 2 explains my most fundamental life principles that apply to everything I do. Part 3, explains my management principles as they are being lived out at Bridgewater. Since my management principles are simply my most fundamental life principles applied to management, reading Part 2 will help you to better understand Part 3, but it’s not required—you can go directly to Part 3 to see what my management principles are and how Bridgewater has been run. One day I’d like to write a Part 4 on my investment principles. If you are looking to get the most bang for your buck (i.e., understanding for the effort), I suggest that you read Parts 1 and 2, and the beginning of Part 3 (through the Summary and Table of Principles) which will give you nearly the whole picture. It’s only about 55 pages of a normal size book. Above all else, I want you to think for yourself—to decide 1) what you want, 2) what is true and 3) what to do about it. I want you to do that in a clear-headed thoughtful way, so that you get what you want. I wrote this book to help you do that. I am going to ask only two things of you—1) that you be open-minded and 2) that you honestly answer some questions about what you want, what is true and what you want to do about it. If you do these things, I believe that you will get a lot out of this book. If you can’t do these things, you should reflect on why that is, because you probably have discovered one of your greatest impediments to getting what you want out of life.
TED Talks: The Official TED Guide to Public Speaking
Chris J. Anderson - 2016
Since taking over TED in the early 2000s, Chris Anderson has shown how carefully crafted short talks can be the key to unlocking empathy, stirring excitement, spreading knowledge, and promoting a shared dream. Done right, a talk can electrify a room and transform an audience’s worldview. Done right, a talk is more powerful than anything in written form. This book explains how the miracle of powerful public speaking is achieved, and equips you to give it your best shot. There is no set formula; no two talks should be the same. The goal is for you to give the talk that only you can give. But don’t be intimidated. You may find it more natural than you think. Chris Anderson has worked behind the scenes with all the TED speakers who have inspired us the most, and here he shares insights from such favorites as Sir Ken Robinson, Amy Cuddy, Bill Gates, Elizabeth Gilbert, Salman Khan, Dan Gilbert, Mary Roach, Matt Ridley, and dozens more — everything from how to craft your talk’s content to how you can be most effective on stage. This is the 21st-century’s new manual for truly effective communication and it is a must-read for anyone who is ready to create impact with their ideas.
Finish: Give Yourself the Gift of Done
Jon Acuff - 2017
I’ve started a million things, but I never finish them. Why can’t I finish?According to studies, 92 percent of New Year’s resolutions fail. You’ve practically got a better shot at getting into Juilliard to become a ballerina than you do at finishing your goals. For years, I thought my problem was that I didn’t try hard enough. So I started getting up earlier. I drank enough energy drinks to kill a horse. I hired a life coach and ate more superfoods. Nothing worked, although I did develop a pretty nice eyelid tremor from all the caffeine. It was like my eye was waving at you, very, very quickly. Then, while leading a thirty-day online course to help people work on their goals, I learned something surprising: The most effective exercises were not those that pushed people to work harder. The ones that got people to the finish line did just the opposite— they took the pressure off. Why? Because the sneakiest obstacle to meeting your goals is not laziness, but perfectionism. We’re our own worst critics, and if it looks like we’re not going to do something right, we prefer not to do it at all. That’s why we’re most likely to quit on day two, “the day after perfect”—when our results almost always underperform our aspirations. The strategies in this book are counterintuitive and might feel like cheating. But they’re based on studies conducted by a university researcher with hundreds of participants. You might not guess that having more fun, eliminating your secret rules, and choosing something to bomb intentionally works. But the data says otherwise. People who have fun are 43 percent more successful! Imagine if your diet, guitar playing, or small business was 43 percent more successful just by following a few simple principles. If you’re tired of being a chronic starter and want to become a consistent finisher, you have two options: You can continue to beat yourself up and try harder, since this time that will work. Or you can give yourself the gift of done.
Mean Girls at Work
Katherine Crowley - 2012
. . complicated. When they're good, they're great. But when they're bad, they can ruin your day, your week--even your year.Packed with proven advice from two of today's leading experts in workplace relationships, this one-of-a-kind guide gives women the tools they need to navigate difficult situations unique to women-to-women relationships--whether with a boss, a colleague, a client, or an employee.Have you dealt with a woman in the workplace who: "Accidentally" excludes you from important meetings? Seems intent on taking you down professionally? Gossips about you with other coworkers? Makes you look bad by missing deadlines? Forms a "pack" of mean girls to make your life miserable?"Mean Girls at Work "isn't just about surviving difficult situations. It's about transforming a toxic relationship into one that benefits and supports both of you.This book is also for women who engage in mean behavior . . . but don't know it. After all, who "hasn't " gossiped about a female coworker? Who "hasn't " rolled her eyes in the presence of a woman she doesn't like? Who "hasn't " scanned another woman head to toe--which is just a nonverbal way of saying, "You've just been judged"? The authors provide invaluable advice to the more subtle ways of being mean--even if they're not intended.With a workforce composed of a higher percentage of women than ever, workplace dynamics have changed. Crowley and Elster cover every conceivable scenario, providing critical advice on how to rise above the fray and move forward professionally."Mean Girls at Work "is your map to dodging the mines and moving forward in today's transformed workplace.Praise for "Mean Girls at Work""An invaluable suit of armor for surviving nine to five!"--Leil Lowndes, bestselling author of "How to Talk to Anyone ""If you think the emotional cruelty of comedies like "Mean Girls "and "Heathers "doesn't exist in the real world workplace, think again. In "Mean Girls at Work," Katherine Crowley and Kathi Elster valuably chronicle female vs. female predators and offer solid defensive strategies." --Ann Kreamer, author of "It's Always Personal" "Navigating Emotion in the New Workplace ""Whether you are in your twenties and just starting your professional career, your midcareer forties, when you are supposed to have figured it out already, or a woman in her fifties or sixties who's seen it all--this book is a must-read. . . . The authors have finally given women the tools and the sound advice necessary to deal with . . . conflicts that keep us all from succeeding. . . . Carry this book with you to work every day!" --Carolyn Cassin, President, Michigan Women's Foundation"A must-read for women of all ages in today's workforce. This book offers what we all need to develop the capacities to endure this ever-changing workplace. We know it is all about relationships and you need the skills outlined in this book to survive and thrive when the Mean Girls attack."--Kim Harrington, Coordinator, Professional Development and Training, Office of Human Resources, California State University, Sacramento