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.

    As ordinary boomers, they simply wanted to experience “The Dream” – to live in Italy. They settled down in traditional Umbria, just east of Tuscany.Constrained by a strict budget, their experience took on challenges as diverse as getting accustomed to the vagaries of Italian appliances to gathering their own wood. Transportation was by train, bus, bicycle or footpath. What neither of them knew when they began was how the adventure would challenge their habits, upbringing, and outlook on life. Most surprising of all was how the experience would challenge their relationship to each other.A Footpath in Umbria is a celebration of the joys and revelations to be found by changing venues, whether it’s living in another country or simply venturing cross town.

    We live in an era of continuous healthcare reforms, many of which focus on high volume, efficiency, and cost-effectiveness. This compelling, thoughtful book is the response of a practicing psychiatrist who explains how population-based reforms have diminished the relationship between doctors and patients, to the detriment of both. As an antidote to failed reforms and an alternative to stubbornly held traditions, Dr. Abraham M. Nussbaum suggests ways that doctors and patients can learn what it means to be ill and to seek medical assistance.   Using a variety of riveting stories from his own and others’ experiences, the author develops a series of metaphors to explore a doctor’s role in different healthcare reform scenarios: scientist, technician, author, gardener, teacher, servant, and witness. Each role influences what a physician sees when examining a person as a patient. Dr. Nussbaum cautions that true healthcare reform can happen only when those who practice medicine can see, and be seen by, their patients as fellow creatures. His memoir makes a hopeful appeal for change, and his insights reveal the direction that change must take.

    For each body system, broad coverage of anatomy, physiology, pathology, diagnostic procedures, treatment procedures, and pharmacology is provided. The author emphasizes both terms built from Latin and Greek word parts, and modern English terms, helping students develop a full working word part vocabulary they can use to interpret any new term. This edition contains many new terms, and has been reorganized for more efficient learning. To eliminate confusion, Word Building tables have been removed from each chapter and the terms have been distributed throughout the pathology, diagnostic procedure, and treatment procedure tables, where they are more immediately relevant to students. Note: This ISBN is just the standalone book, if the customer wants the book/access card order the ISBN below; 133962032 / 9780133962031 Medical Terminology: A Living Language PLUS MyMedicalTerminologyLab with Pearson etext -- Access Card Package Package consists of: 0132843471 / 9780132843478 Medical Terminology: A Living Language 0133936236 / 9780133936230 MyMedicalTerminologyLab with Pearson etext - Access Card - Medical Terminology A Living Language

    Author Mike Glenn's mom didn’t want to be sick, and while she couldn’t overcome the devastation of disease, she wasn’t going down without a fight.   She fought the illness, denying its presence. She fought the doctors, “Who were these idiots anyway?” And she fought him, “How come you think you’re in charge now?”  Coffee with Mom is a book about a mom's fight with dementia and the struggle of a son who wanted to help but didn’t always know how. Most of their conversations—and sometimes battles—happened during morning coffee.   This book isn’t about knowing all of the answers. It is one son’s journey with his mom—a mom with Alzheimer’s and a son who did the best he could, and who wrote this story in hopes that you’ll find a few laughs for your journey, realize you’re not alone, and find the courage to do the best you can.   So, pour yourself a cup of coffee, and join us on the journey. You’ll find yourself in the laughter and tears of not knowing what to do next and making a decision that you hope works out, knowing it’s the best you can do in the moment.   In the end, that’s all that matters. “Do the best you can” is all love requires.

     The Crash Of MH370 may well be one those ground breaking accidents that change our way of thinking. This book is an analysis of the mystery that is the missing Malaysian Airlines 777, and one of the first to be published after the search concluded. Unlike previous books about the ghost plane written by well-meaning amateur pilots and journalists, the author is an industry insider; an A380 captain with similar experience to the missing pilot. It examines the facts, who’s who, the flight and search. The latter half dispels the various theories, provides the author’s best guess as to what happened and delivers a list of thirteen urgent recommendations for the industry. Rarely do we hear from people within this industry. From pilots and air traffic controllers to crash investigators, their employment contracts stipulate: no media. That James Nixon has chosen to publish this book within three months of his retirement means we are given a rare chance to peek behind the cockpit door.

    Her stories will captivate you, make you laugh, warm your heart, shake your head, and just maybe... will inspire you, too. Step inside to go behind the scenes of a world unlike any other in the healthcare industry. "Cynics do not contribute. Skeptics do not create. Doubters do not achieve." - Gordon B. Hinckley "Be amusing: never tell unkind stories; above all, never tell long ones." - Benjamin Disraeli • Download your Free Kindle App, now. Read Kindle books on any device (smartphone, tablet, pc).

    Most of us will never find ourselves on a psychiatrist's couch and yet our lives would be perilous if we did not make space for our mental health. In this space, we can hold up a mirror and acknowledge our search for meaning. By going to the room, life becomes more resourceful and rewarding. In showing up there, we show up for life itself.'Jim Lucey has been working for more than 25 years with patients suffering from mental health problems. When people at their most vulnerable present to his room at St Patrick's University Hospital, Dublin, they reveal their fears, traumas, and very real human predicaments. Most of the assessments described in this book took place in this room. While the patients' stories are diverse, one common theme emerges - that of recovery. The psychiatrist and patients show us that recovery is possible, if we can find a way to engage.Many of us find it difficult to speak of the mind, and care of the mind requires an ability to listen and to reflect. This inspiring book will give you many moments of reflection as you journey with Jim's patients towards recovery, and will restore your faith in the human experience.'Using the art of clinical storytelling, Professor Lucey allows us to enter his room - an extraordinary space where theory informs practice and practice informs theory ... In My Room provides valuable insights that will benefit every human being interested in better understanding mental health. This is a beautiful book that should be read out loud at times, shared with others, and openly discussed' Charlotte R. Shore, RN, BSN, Newton Wellesley Hospital, USA and David A. Shore, PhD, Harvard University

    Whether it's eye to eye with a four ton elephant, confrontation with a fourteen foot crocodile, a wild cheetah close enough to pat, and a close call with an angry rhino. Join the author on this journey as he embarks on his first African safari where all of the above (and many more) occurs. Envelope yourself in the colors and sounds of the flora and fauna. You will be captivated by his experiences and maybe you will be inspired to plan your own African safari adventure. So now close your eyes and imagine that beautiful huge yellow/orange African sun setting on the horizon as you listen to the roar of a far off lion on the kill.

    Critics everywhere have hailed this book as a classic in the making.

    Our Founding Fathers doodled, and so did Andrew Jackson. Benjamin Harrison accomplished almost nothing during his time in the White House, but he left behind some impressive doodles. During the twentieth century--as the federal bureaucracy grew and meetings got longer--the presidential doodle truly came into its own. Theodore Roosevelt doodled animals and children, while Dwight Eisenhower doodled weapons and self-portraits. FDR doodled gunboats, and JFK doodled sailboats. Ronald Reagan doodled cowboys and football players and lots of hearts for Nancy. The nation went wild for Herbert Hoover's doodles: A line of children's clothing was patterned on his geometric designs. The creators of Cabinet magazine have spent years scouring archives and libraries across America. They have unearthed hundreds of presidential doodles, and here they present the finest examples of the genre. Historian David Greenberg sets these images in context and explains what they reveal about the inner lives of our commanders in chief. Are Kennedy's dominoes merely squiggles, or do they reflect deeper anxieties about the Cold War? Why did LBJ and his cabinet spend so much time doodling caricatures of one another? Smart, revealing, and hilarious -- Presidential Doodles is the ideal gift for anyone interested in politics or history. And for anyone that doodles!

    Enriched with historical background and generously illustrated, this fascinating, fun-to-read guide documents dozens of chill-inducing spots throughout the state, including hotels, bars, schools, historic buildings, and natural areas. Among the intriguing sites listed are the famous Winchester Mystery House, the infamous Red, White, and Blue Beach, and a host of lesser-known gems like the Easkoot House in Stinson Beach.

    We all know the famous stories of times gone by taught to us in history class...but what about the small, signigicant details of those stories, the parts that never get told? Or the not-so-famous tales that go unexamined and unexplained? Read all about these lost gems in Shocking Secrets of American History.

    While he never set out to be a productivity expert, Horsager realized that over the years he has developed and adopted dozens of extraordinarily practical time- and energy-saving techniques that could help today's leader. The key objective is to become so effective in the little things that you have enough time for more meaningful interactions.In The Daily Edge, you'll learn strategies such as identifying the key Difference-Making Actions on which to focus your efforts. Perhaps it is time to set a personal or even company-wide “power hour,” during which you do not attend meetings, answer the phone, or reply to emails, creating the time and space to really focus and get things done. The thirty-five high-impact ideas Horsager introduces in succinct, quick-read chapters are easily implemented and powerful on their own. Taken together, they form a solid wave of efficacy that enables you to get more done, keep your energy up, and make sure that you're able to honor all your relationships, both personal and professional.

    Ruggieri reveals little-known truths about his profession—and the hidden flaws of our healthcare system—in this compelling and troubling account of real patients, real doctors, and how money influences medical decisions behind the scenes. Even many well-informed patients have no idea what may be contributing to the cost of their surgery. With up-to-date research and stories from his practice, Ruggieri shows how business arrangements among hospitals, insurance companies, and surgeons affect who gets treatment—and whether they get the right treatment. Pulling back the curtain from the hospital bed, he explains how to safeguard one’s own health (and finances), and how America can make surgery more affordable for all without sacrificing quality care.