Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    Complemented with more than 40 full-colour personal illustrations of the Captain, Life in the Skies will be a valuable and useful guide for air travellers and budding-pilots alike!Captain Lim Khoy Hing is an ex-airline pilot who is passionate about flying, having worked all his life high above the clouds since leaving college. Prior to his retirement from flag-carrier Malaysia Airlines, he was fortunate enough to fly the latest fly-by-wire planes such as the Boeing 777 and Airbus A320, A330 and A340. He has logged a total of 25,500 flying hours, or about 20 trips to the moon and back. Capt. Lim started his flying career in the Royal Malaysian Air Force, having been trained by the Royal Air Force in the United Kingdom in 1967. He served for about 12 years in the service before joining Malaysia Airlines and finished his career with the carrier AirAsia before retiring in 2011.

    *Includes a bibliography for further reading.*Includes a table of contents. “A feller came up to me the other day and said ‘I don’t know whether this means anything to you but you’ve given me and my family a lot of enjoyment over the years.’ And I said to him, ‘Does it mean anything to me? It means everything to me. That’s the ballgame. That's it.’ And I think that if I have done that to that man, and maybe a couple more…then I’m proud of that.” – Jimmy StewartA lot of ink has been spilled covering the lives of history’s most influential figures, but how much of the forest is lost for the trees? In Charles River Editors’ American Legends series, readers can get caught up to speed on the lives of America’s most important men and women in the time it takes to finish a commute, while learning interesting facts long forgotten or never known. When the American Film Institute assembled its top 100 actors of all time at the close of the 20th century, Jimmy Stewart ranked third, behind only Humphrey Bogart and Cary Grant. There is a certain inevitability to these three actors ranking at the top of the list; after all, they were the dominant faces of Hollywood during the height of the era known as classical Hollywood cinema, a time before the onset of television when the movies still enjoyed relatively uncontested supremacy over American entertainment. The popularity of Stewart, Grant, and Bogart also extends well beyond the success of any of their individual films, reflecting their much broader cultural significance as monuments of Hollywood during its Golden Age. In fact, if the list was reconstructed today, it is entirely possible that Stewart would rank first. Not only have movies such as It’s a Wonderful Life (1946) and Vertigo (1958) continued to gain in popularity even into the 21st century, but Stewart has come to embody an accessible image of American values that is easy for everyone to embrace. The wholesome, happy-go-lucky persona he cultivated represents perhaps a more palatable image of American masculinity than the gritty realism of Bogart or the erudite but occasionally snobbish tendencies of Cary Grant. If there is any actor that embodies not only classical Hollywood but also American culture more generally, it’s difficult to argue against Jimmy Stewart.The phenomenon of Jimmy Stewart becomes even more remarkable when considering the incredible harmony between the characters he portrayed in his films and his personality off the movie set. Most actors and actresses cultivate a persona in order to achieve success, and in most cases it’s an image that bears only a tangential relationship to an actor’s true personality, but there was no such division for Stewart. The all-American image conveyed in films such as Mr. Smith Goes to Washington (1939) and It’s a Wonderful Life corresponds seamlessly with Stewart’s off-screen pursuits, which included a degree in architecture from Princeton and an extended tenure as a pilot during World War II. There were elements of his life story that resisted cultural norms - he waited until age 41 before marrying, and his very decision to pursue acting in 1930s America could be seen as a deviation from more characteristically masculine professions - but there was an almost seamless congruence between the Stewart that audiences saw on screen and the man he was in real life. Naturally, his defining traits developed out of and in response to the values instilled in him by his family and cultural background, and for this reason, examining his filmography alongside his life story paints a complete picture of the delicate unity of Jimmy Stewart’s life.

    Every other skill will fall short in helping you remember your real nature. This book reveals the closely guarded secret of wise men and women.Few greater gifts can be given to someone than to learn how to truly develop a method to grasp their own consciousness and unlock a remarkable scope of understanding of both themselves and the universe. Life-changing books are few in number, but here is one that conveys a remarkable breakthrough. No one will be the same after absorbing the contents of this mind-enlarging volume.

    Called "the patron saint of weight cutting," Mike Dolce has coordinated the high-profile weight loss for many of the world's top athletes, including...- Quinton "Rampage" Jackson, UFC / Pride FC world champion - Vitor "The Phenom" Belfort, UFC two-time world champion - Thiago "Pitbull" Alves, UFC world title contender - Chael Sonnen, WEC / UFC world title contender - Gray "Bully" Maynard, UFC world title contender - Nate "Rock" Quarry, UFC world title contender - Mike "Quicksand" Pyle, WEC world champion- Jay "Thorobred" Hieron, IFL world championAs well as fan favorites...- Michael "The Count" Bisping, The Ultimate Fighter 3 winner - Jake "Juggernaut" Ellenberger, UFC veteran- Ed "Shortfuse" Herman, The Ultimate Fighter 3 runner-up- Chris "The Crippler" Leben, UFC veteran- Duane "BANG" Ludwig, UFC & K-1 veteran and many more!For the first time in print, Mike Dolce shares the same the principles, recipes, and strength training workouts he uses in MMA's elite fight camps and how they can be used by YOU!INSIDE you will learn: - Recipes used in MMA's top fight camps with gluten-free & vegan options- Easy to follow sample meal plans with gluten-free & vegan options- Strength & Conditioning exercises with instructions & photos- Workout plans used by today's top athletes

    Now, in this new and highly revealing biography, Tom Lodge draws on a wide range of original sources to uncover a host of fresh insights about the shaping of Mandela's personality and public persona, from his childhood days and early activism, through his twenty-seven years of imprisonment, to his presidency of the new South Africa. The book follows Mandela from his education at two elite Methodist boarding schools to his role as a moderating but powerful force in the African National Congress. Throughout, Lodge emphasizes the crucial interplay between Mandela's public career and his private world, revealing how Mandela drew moral and political strength from encounters in which everyday courtesy and even generosity softened conflict. Indeed, the lessons Mandela learned as a child about the importance of defeating ones opponents without dishonoring them were deeply engrained. They shaped a politics of grace and honor that was probably the only approach that could have enabled South Africa's relatively peaceful transition to democracy. Here then is a penetrating look at one of the most celebrated political figures of our time, illuminating a pivotal moment in recent world history.Authoritative and fair-minded...deserves to be read widely.--Adam Roberts, The EconomistA fascinating, indeed riveting, and plausible as well as persuasive examination of why Nelson Mandela should have acquired a world following and can remain as he does an iconic figure even in the 21st century. It is certain to provoke much heated debate.--Desmond Tutu

    president's daughter?Brimming with answers to popular questions like these, The Best Bar Trivia Book Ever arms you with the knowledge your team needs to annihilate your bar trivia competition. This must-have guide features hundreds of facts, covering everything from sports and pop culture to history and science, so that you're always ready to deliver the ultimate trivia smackdown. You'll also get all the ins and outs of your favorite event with information on important bar trivia rules, assembling a team, and claiming victories week after week.Whether you're new to the scene or want to dominate at your local bar, this book will help your team outsmart the competition every single week!

     The Souls of China tells the story of one of the world's great spiritual revivals. Following a century of violent anti-religious campaigns, China is now filled with new temples, churches, and mosques--as well as cults, sects, and politicians trying to harness religion for their own ends. Driving this explosion of faith is uncertainty--over what it means to be Chinese and how to live an ethical life in a country that discarded traditional morality a century ago and is searching for new guideposts.Ian Johnson first visited China in 1984; in the 1990s he helped run a charity to rebuild Daoist temples, and in 2001 he won a Pulitzer Prize for his coverage of the suppression of the Falun Gong spiritual movement. While researching this book, he lived for extended periods with underground church members, rural Daoists, and Buddhist pilgrims. Along the way, he learned esoteric meditation techniques, visited a nonagenarian Confucian sage, and befriended government propagandists as they fashioned a remarkable embrace of traditional values. He has distilled these experiences into a cycle of festivals, births, deaths, detentions, and struggle--a great awakening of faith that is shaping the soul of the world's newest superpower.

    #1 New York Times bestselling author Douglas Preston takes readers on an adventure deep into the Honduran jungle in this riveting, danger-filled true story about the discovery of an ancient lost civilization.

    If you are stuck in a cubicle or trapped in an urban jungle—congested traffic and crowds are your daily obstacles. Running an obstacle course race gives you the chance to get back to nature—to roll in it, get dirty, and tap into your primal self so you can experience life—in the raw, unedited and real.Margaret Schlachter is one the foremost competitors in obstacle course racing today. She put together this simple guide to make your obstacle race experience everything it's supposed to be: a test of your true self. She describes first-hand her personal training methods in learning to climb a rope, scale a wall, flip a tire, throw a spear, and carry a sandbag. More importantly, she provides guidance on how to get yourself mentally and spiritually prepared for the big day—and how to dig deep within yourself during a race to find the last ounce of strength to carry you across that finish line.Every weekend thousands of competitors run obstacle races all over the world. Winning or losing is secondary. More important for them is the ability to meet the physical and mental challenges and achieve personal success by completing the race. Obstacle Race Training is an invaluable resource that enables each and every competitor to experience the maximum level of success that they are capable of.

    You’ve deloaded, done your recovery session, even taken a hot bath. Oh how nice a massage would be right now. The problem is not all of us have the time or the money to invest in some good soft tissue work. Want a cheap yet extremely effective way to get rid of your aches and pains? This easy to understand guide will help you address all of those problems and more. Best of all, you don't even need to leave your house or buy any expensive tool. Just grab a tennis ball and get started.Being able to treat your own pain is a very valuable tool. It can save you a lot of money and mean less trips to the physiotherapist as well as ensuring that you are keeping your body in good condition. Trigger points and tight muscles are a common cause of muscle and joint pain. They can refer pain to other areas as well as causing problems at the site itself. Although they don't count for all the pain you might be suffering from, releasing them can certainly help get rid of a lot of the pain, if not clear up your problem entirely. Have you ever been to the doctor and he or she told you that theres nothing wrong, even after extensive scans? You might simply need some work on your muscles. Keeping the muscle tissue quality high will help reduce the amount of injuries you suffer from, improve your posture as well as help a lot of muscle and joint pain.In this book you can learn how to effectively get rid of shoulder pain, neck pain, upper and lower back pain, hip and glute pain and stiffness, leg and knee pain, calf pain, ankle stiffness, Achilles problems and much more.Actual excerpt from the book of how I discovered this great technique."When I was playing in Germany, I had really bad shoulder pain. The kind that ran down to my fingers and made me unable to put my arms over my head. One night trying to get relief I grabbed my old Motorola and started laying on it, with it digging in under my shoulder. Slowly and excruciatingly I released the rotator cuff muscles and gave myself a pain free range of motion that I had only dreamed of before. Needless to say, I thought I was a genius and upgraded to a tennis ball pretty quickly."

    He was an orphan who rose from poverty to become the first ruler of all of Arabia. He created a new religion, new methods of war and a new political system including a legal code, the Sharia. Mohammed was the world's greatest warrior. Today no one wages war in the name of Caesar, Alexander the Great, Napoleon or any other military leader. However, every year many people die because of Mohammed. After 1400 years, Islam is more powerful than it has ever been. Mohammed said that one day all of the world would live under his rule of law.To understand Islam, you must know the life of Mohammed. Every Muslim's desire is to live a life identical to his. His every word and deed are the perfect model for being a Muslim. Every Muslim is a Mohammedan. The religion of Islam is not about worshiping Allah; it about worshiping Allah exactly as Mohammed did. This book is unique. It is concise, but it is completely authoritative. The reference system allows you to verify all information.

    As seen on the Tonight Show with Jay Leno (twice!) as well as 2 dozen other TV programs, Brian's now the host of the popular online series "Scam School," (downloaded over 1 million times a month, and named by iTunes as a "top video podcast" of 2008 and 2009). ...And THIS is the book that started it all.With 57 killer tricks (and 8 bonus scams), any one of these tricks could win you the cost of a free drink or more... and yet your investment will be LESS THAN 2 CENTS PER TRICK!Short enough to digest in an evening, yet powerful enough to score you free drinks for the rest of your life... "Cheats, Cons, Swindles and Tricks" could be the single best investment of 99 cents you'll ever make.

    This is incidental as it is about neither of those industries in particular. It is about the magic and wonderment of those days as seen through the eyes of a child – my eyes! It is about the days when imagination was the biggest plaything that we possessed. The days when a plastic football provided a whole summer's play. It is about the scrapes that I found myself in and the things that I observed around me, and how they made me feel. All the stories are true and I personally experienced every one of them. The names of the characters have been changed. The reason being that I have no idea of the whereabouts of many of the characters contained within my stories, so I have no way of asking them for their permission to include them in this book. Some have possibly passed away, and it would be unfair of me to mention them without their blessing. Anyone who knows me will know who they are though.

    In Maonomics: Why Chinese Communists Make Better Capitalists than We Do, Napoleoni argues just the opposite: what we are witnessing instead is the beginning of the collapse of capitalism and the victory of "communism with a profit motive." Maonomics charts the prodigious ascent of the Chinese economic miracle and the parallel course of the West’s ongoing insistence on misconstruing China and its economy even as we acknowledge its growing influence and importance. Maonomics is a warning call whereby Western governments can avoid economic collapse by learning how to understand more clearly what the lessons of the Chinese economy really are. Based on first-hand reporting from China during frequent visits in the last several years, Maonomics lends credence to the Chinese view and translates it for Western readers. For example, the Chinese too are attached to their vision of democracy, but it is different from ours. It isn’t focused as much on voting as it is economic opportunity and the fair distribution of wealth and prosperity. Napoleoni also separates failed Leninist political ideology from true Marxist theory, showing that Marx’s writings do not reject profit so long as it is used to benefit the people. Marx’s dictatorship of the proletariat is being realized in China, she argues, where giant steps forward are being made in the name of progress and the wellbeing and prosperity of the Chinese people. Looking at the Chinese economy up close, any economist would be hard pressed to say that they are not on the right track. Here Loretta Napoleoni offers a front row seat on the greatest show on earth: the peaceful economic revolution that is shifting the balance of power in the world from West to East.