As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

    Becoming Bulletproof means transforming yourself into a stronger, more confident, and more powerful person. Evy Poumpouras—former Secret Service agent to three presidents and one of only five women to receive the Medal of Valor—demonstrates how we can overcome our everyday fears, have difficult conversations, know who to trust and who might not have our best interests at heart, influence situations, and prepare for the unexpected. When you have become bulletproof, you are your best, most courageous, and most powerful version of you. Poumpouras shows us that ultimately true strength is found in the mind, not the body. Courage involves facing our fears, but it is also about resilience, grit, and having a built-in BS detector and knowing how to use it. In Becoming Bulletproof, Poumpouras demonstrates how to heighten our natural instincts to employ all these qualities and move from fear to fearlessness.

    Building on his work as director of the Harvard Negotiation Project, Fisher now teams with Harvard psychologist Daniel Shapiro, an expert on the emotional dimension of negotiation and author of Negotiating the Nonnegotiable: How to Resolve Your Most Emotionally Charged Conflicts. In Beyond Reason, Fisher and Shapiro show readers how to use emotions to turn a disagreement-big or small, professional or personal-into an opportunity for mutual gain.

    It's part of how we establish relationships, work together, and arrive at solutions for our clients, our organizations, and ourselves. Simply put, those who don't negotiate well risk falling victim to those who do.Throughout his career, success expert Brian Tracy has negotiated millions of dollars worth of contracts. Now, with this concise guide, you too can become a master negotiator and learn how to:• Utilize the six key negotiating styles• Harness the power of emotion in hammering out agreements• Use time to your advantage• Prepare like a pro and enter any negotiation from a position of strength• Gain clarity on areas of agreement and disagreement• Develop win-win outcomes• Use the power of reciprocity• Know when and how to walk away• Apply the Law of Four• Plus much moreSmart negotiation can save you time and money, make you more effective, and contribute substantially to your career. Jam-packed with Brian Tracy's trademark wisdom, this practical and portable book puts the power of negotiation right in your hands.

    Be it hiring a new employee, investing in a financial interest, speaking with your child about drugs, confronting your significant other about suspected infidelity, or even dating someone new, having the ability to unmask a lie can have far-reaching and even life-altering consequences.As former CIA officers, Philip Houston, Michael Floyd, and Susan Carnicero are among the world’s best at recognizing deceptive behavior. Spy the Lie chronicles the captivating story of how they used a methodology Houston developed to detect deception in the counterterrorism and criminal investigation realms, and shows how these techniques can be applied in our daily lives.Through fascinating anecdotes from their intelligence careers, the authors teach listeners how to recognize deceptive behaviors, both verbal and nonverbal, that we all tend to display when we respond to questions untruthfully. For the first time, they share with the general public their methodology and their secrets to the art of asking questions that elicit the truth.Spy the Lie is a game-changer. You may never experience another book that has a more dramatic impact on your career, your relationships, or your future.©2012 Philip Houston, Susan Carnicero, Don Tennant, Michael Floyd (P)2012 Macmillan

    But few of us know how to question in a methodical way. Emmy-award-winning journalist and media expert Frank Sesno aims to change that with Ask More .From questions that cement relationships, to those that help us plan for the future, each chapter in Ask More explores a different type of inquiry. By the end of the book, you’ll know what to ask and when, what you should listen for, and what you can expect as the outcome. Packed with illuminating interviews, the book explains:● How the Gates Foundation used strategic questions to plan its battle against malaria● How turnaround expert Steve Miller uses diagnostic questions to get to the heart of a company’s problems● How NPR’s Terry Gross uses empathy questions to dig deeper● How journalist Anderson Cooper uses confrontational questions to hold people accountable● How creative questions animated a couple of techie dreamers to brainstorm UberBoth intriguing and inspiring, Ask More shows how questions convey interest, feed curiosity, and reveal answers that can change the course of both your professional and personal life.

    Bosses, colleagues, customers—but also family, friends, and in-laws—they all have “suggestions” for our performance, parenting, or appearance. We know that feedback is essential for healthy relationships and professional development—but we dread it and often dismiss it.That’s because receiving feedback sits at the junction of two conflicting human desires. We do want to learn and grow. And we also want to be accepted just as we are right now. Thanks for the Feedback is the first book to address this tension head on. It explains why getting feedback is so crucial yet so challenging, and offers a powerful framework to help us take on life’s blizzard of off-hand comments, annual evaluations, and unsolicited advice with curiosity and grace.The business world spends billions of dollars and millions of hours each year teaching people how to give feedback more effectively. Stone and Heen argue that we’ve got it backwards and show us why the smart money is on educating receivers— in the workplace and in personal relationships as well.Coauthors of the international bestseller Difficult Conversations, Stone and Heen have spent the last ten years working with businesses, nonprofits, governments, and families to determine what helps us learn and what gets in our way. With humor and clarity, they blend the latest insights from neuroscience and psychology with practical, hard-headed advice. The book is destined to become a classic in the world of leadership, organizational behavior, and education.

    Yet, not many people understand how payment systems in the US work. Those that do "get it" are unlocking multi-billion dollar opportunities. If you've ever wondered what happens when you actually swipe/dip/tap your credit card or debit card then The Anatomy of the Swipe breaks down the details in the simplest manner possible. Here are some questions answered within these pages:How does money move from my credit card to my favorite coffee shop? How can I build a neo-bank? How can I build my own debit or credit card? How can I accept card based payments? The Anatomy of the Swipe speaks to software developers and entrepreneurs who are looking at implementing card-based payments for the first time, merchants who want to be able to accept payments for a website or store, or those who want to issue their own debit/credit card. This book walks beginners through modern innovations created because of card-based payments, as well as the motivations and revenue models of each party in the payments ecosystem.

    (There is a cow, but it doesn't jump.) Henry Mintzberg has culled forty-two of the best posts from his widely read blog and turned them into a deceptively light, sneakily serious compendium of sometimes heretical reflections on management.The moral here is this: managers need to leave their castles and find out what's actually going on in their kingdoms. And like real bedtime stories, these essays have metaphors galore. So prepare to grow strategies like weeds and organize like a cow. Discover the maestro myth of managing, find the soft underbelly of hard data, and learn why downsizing is bloodletting and your board should be a bee. Mintzberg writes, Just try not to be outraged by anything you read, because some of my most outrageous ideas turn out to be my best. They just take a while to become obvious.

    Providing strategies and solutions for the managers of today, this book offers answers for improving employee commitment and profitability by strategically acknowledging employee effort. How is it done? The deceptively simply answer: with carrots.

    Despite instant communication and collaboration through wireless computers and smartphones, employers needlessly rent or own office space. Bryan Miles has a reality check for you: the future of business is virtual, and it’s going to take more than technology upgrades for you to upgrade your workplace environment. In VIRTUAL CULTURE, visionary entrepreneur Bryan Miles champions the benefits of remote working, which will save your company tons of money and create an atmosphere of trust between you and your employees. Productivity comes from people completing their tasks in a timely, professional, adult manner, not from mandatory daily attendance in a sea of cubicles and offices. When you recognize and respect your employees’ time inside and outside work hours, giving them the freedom to work from home, you will retain amazing talent and create a result-oriented virtual culture as a forward-thinking employer that embraces the future of work.

    Usually this involves doing what other people have overlooked, as well as avoiding what is unproductive.He identifies five talents as essential to effectiveness, and these can be learned; in fact, they must be learned just as scales must be mastered by every piano student regardless of his natural gifts. Intelligence, imagination and knowledge may all be wasted in an executive job without the acquired habits of mind that convert these into results. One of the talents is the management of time. Another is choosing what to contribute to the particular organization. A third is knowing where and how to apply your strength to best effect. Fourth is setting up the right priorities. And all of them must be knitted together by effective decision-making. How these can be developed forms the main body of the book. The author ranges widely through the annals of business and government to demonstrate the distinctive skill of the executive. He turns familiar experience upside down to see it in new perspective. The book is full of surprises, with its fresh insights into old and seemingly trite situations.

    OKRs translate a company's vision and strategy into a coherent set of performance measures. The three layers of organization: Dreams, OKRs, and To dos, offer a balance between long-term goals and short-term planning, between outcomes that are desired by the organization and actual performance KPIs that drive these outcomes, between harder and softer performance measures. Francisco Mello, founder of Qulture.Rocks, the leading performance management software company, takes you through the history of using goals for management, from MBOs to OKRs, and presents OKRs with a constant focus on its key differences from older frameworks such as MBOs.

    Are you a recording artist, songwriter, music business manager, music industry executive, publisher, music/TV/radio journalist, media student, accountant or lawyer? Are you fascinated by the world of the music industry that fills out daily papers? If the answer is yes, Music: The Business will tell you everything you need to know.Fully revised and updated to embrace the new challenges of the Internet downloads, ringtones and the huge changes at the major labels, this indispensable book answers all the questions, demystifies all the jargon, reveals the facts behind the headlines and the real figures underlying those multimillion pound deals, while offering practical and essential help and advice.

    He recruits the beautiful, resourceful Evie, but they slowly get in over their heads as they begin to suspect the proprietor of a highly prominent, far-right website. The man, already one of the most influential in Washington D.C., is about to become all-powerful: he’s just been given incriminating dirt on the President of the United States. Frankie and Evie now find themselves in a cat and mouse battle with the future of the country at stake.