There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Established coaches will find numerous ways to deepen and refine their coaching practice. Principals and others who incorporate coaching strategies into their work will also find a wealth of resources.Aguilar offers a model for transformational coaching which could be implemented as professional development in schools or districts anywhere. Although she addresses the needs of adult learners, her model maintains a student-centered focus, with a specific lens on addressing equity issues in schools.Offers a practical resource for school coaches, principals, district leaders, and other administrators Presents a transformational coaching model which addresses systems change Pays explicit attention to surfacing and interrupting inequities in schools The Art of Coaching: Effective Strategies for School Transformation offers a compendium of school coaching ideas, the book's explicit, user-friendly structure enhances the ability to access the information.

    

    But on the back of the pandemic, entrepreneur and Business Chicks founder Emma Isaacs believes the hustle is now dead. Moreover, traditional ways of working - long commutes, unproductive meetings and outdated systems of bureaucracy - actually don't work at all.Emma believes we don't have to work harder; we just need to work better. In fact, we can slash our hours, take shortcuts and still get more done - without feeling depleted. By becoming more intentional and reimagining the way we work, we can rewrite the old work rules and reinvigorate our lives.The New Hustle condenses Emma's wisdom into 77 anti-rules for maximum dip-in-and-out efficiency. Drawing inspiration from her team, the member of Business Chicks and the many entrepreneurs and leaders who have graced the Business Chicks stage - from Elizabeth Gilbert to Simon Sinek - she guides us towards embracing radical flexibility, making quick decisions and working smarter, from the emails we craft to the talent we recruit . . . and say no to the things that don't matter, so we can say yes to the things that do.Written with humour, insight and a serving of tough love, The New Hustle is your go-to for more productive, creative and meaningful work by one of Australia's most unconventional and effective entrepreneurs: a bestselling author, mum of six - and a woman determined to start an anti-hustle revolution.Praise for The New Hustle'For anyone who's committed to becoming their best self at work and in life.' - Marie Forleo'Refreshingly original. Makes so much bloody sense!' - Lisa WilkinsonPraise for Emma Isaccs'Emma has an inexhaustible joie de vivre, and she delivers an intelligent guide for a new way of working.' - Diane von Furstenberg'Emma Isaacs is a delight. She is kind, and she is smart, and she is grounded, and she is brave and she is funny.' - Elizabeth Gilbert

     They want her to do something, and they're willing to pay good money. But, these people aren't asking — they're insisting. Now, Claire finds herself in a bizarre, unpredictable setting, surrounded by threatening men with uncertain goals and terrifying desires. Faced with shocking revelations and a deepening mystery, she must find a way to escape the inescapable, before they force her to do the unimaginable.

    When he and a small group of coworkers attempt to respond to an unexpected message, believing it to have originated from somewhere on Earth, they find more than they anticipate. The message is from deep space. Once contact is made, the Remotes, as they are called, will not be dissuaded. Humanity becomes an unwilling newcomer to a staggeringly ancient galactic collective, which regards the Earth as an ‘emerging world’ that is subject to its oversight. As humanity slips further into the grip of the enigmatic consortium, the mysteries become deeper; there is more to Earth’s history than meets the eye, and even the galaxy itself is not what it seems.

    You'll actually know more about yourself after you read this book."--KEN BLANCHARD coauthor of The One Minute Manager(R) and Leading at a Higher Level"Beautifully illustrates nature's basic survival strategies--and how they help you create a sense of meaning and purpose."--SUSAN SCOTT New York Times bestselling coauthor of Fierce Conversations7 Questions This Book Tackles1. Are you experiencing a challenge that you wish to overcome?2. Do you want to discover your hidden survival skills?3. Do you have a goal you have yet to achieve?4. Would you like to discover your instinctive strengths?5. Can you benefit from problem-solving thinking?6. Do you know someone who has potential to excel?7. Are you looking for a positive message to share?

    It ensures that learners consistently make great progress over time, and offers a practical, hands-on manual for teachers to further develop their attitudes, skills and habits of excellence both for themselves and for their learners.

    But behind the glamour of a public life is a private woman. And a survivor. A Bold Life is the tale of a Sandgate girl who chased her dream of being a cabaret star to New York, only to find herself stranded in a violent marriage to a dangerous drug addict. It's the journey of a unique and driven woman who built a remarkable 50-year career in one of the most fickle and male-dominated industries of all, and instigated some of the most iconic moments in Australian TV history along the way.Yet away from the spotlight Kerri-Anne has stared down a series of personal crises with grace and dignity, the latest in 2016 when a freak fall left John, her devoted husband of 33 years, a quadriplegic. On their long road to recovery Kerri-Anne found herself reflecting on a lifetime's memories, good and bad.Honest, fabulous, powerful and poignant, this is Kerri-Anne Kennerley's own extraordinary and inspiring story of A Bold Life.

    The problem wasn't one of the usual scapegoats: lazy teachers, shoddy facilities, lack of accountability. It was something no one was talking about: the elementary school curriculum's intense focus on decontextualized reading comprehension skills at the expense of actual knowledge. In the tradition of Dale Russakoff's The Prize and Dana Goldstein's The Teacher Wars, Wexler brings together history, research, and compelling characters to pull back the curtain on this fundamental flaw in our education system--one that fellow reformers, journalists, and policymakers have long overlooked, and of which the general public, including many parents, remains unaware.But The Knowledge Gap isn't just a story of what schools have gotten so wrong--it also follows innovative educators who are in the process of shedding their deeply ingrained habits, and describes the rewards that have come along: students who are not only excited to learn but are also acquiring the knowledge and vocabulary that will enable them to succeed. If we truly want to fix our education system and unlock the potential of our neediest children, we have no choice but to pay attention.

    It’s a place where asking for help or showing emotional pain often feels impossible. Where sports and video games can mean everything, but working hard in school frequently earns ridicule from “the guys” even as they ask to copy assignments. Where “masterminds” dominate and friends ruthlessly insult each other but can never object when someone steps over the line. Where hiding problems from adults is the ironclad rule because their involvement only makes situations worse.  Boy world is governed by social hierarchies and a powerful set of unwritten rules that have huge implications for your boy’s relationships, his interactions with you, and the man he’ll become. If you want what’s best for him, you need to know what these rules are and how to work with them effectively. What you’ll find in Masterminds and Wingmen is critically important for every parent – or anyone who cares about boys – to know. Collaborating with a large team of middle- and high-school-age editors, Rosalind Wiseman has created an unprecedented guide to the life your boy is actually experiencing – his on-the-ground reality.  Not only does Wiseman challenge you to examine your assumptions, she offers innovative coping strategies aimed at helping your boy develop a positive, authentic, and strong sense of self.

    We’re told that learning is all self-discipline, that we must confine ourselves to designated study areas, turn off the music, and maintain a strict ritual if we want to ace that test, memorize that presentation, or nail that piano recital.   But what if almost everything we were told about learning is wrong? And what if there was a way to achieve more with less effort?   In How We Learn, award-winning science reporter Benedict Carey sifts through decades of education research and landmark studies to uncover the truth about how our brains absorb and retain information. What he discovers is that, from the moment we are born, we are all learning quickly, efficiently, and automatically; but in our zeal to systematize the process we have ignored valuable, naturally enjoyable learning tools like forgetting, sleeping, and daydreaming. Is a dedicated desk in a quiet room really the best way to study? Can altering your routine improve your recall? Are there times when distraction is good? Is repetition necessary? Carey’s search for answers to these questions yields a wealth of strategies that make learning more a part of our everyday lives—and less of a chore.   By road testing many of the counterintuitive techniques described in this book, Carey shows how we can flex the neural muscles that make deep learning possible. Along the way he reveals why teachers should give final exams on the first day of class, why it’s wise to interleave subjects and concepts when learning any new skill, and when it’s smarter to stay up late prepping for that presentation than to rise early for one last cram session. And if this requires some suspension of disbelief, that’s because the research defies what we’ve been told, throughout our lives, about how best to learn.   The brain is not like a muscle, at least not in any straightforward sense. It is something else altogether, sensitive to mood, to timing, to circadian rhythms, as well as to location and environment. It doesn’t take orders well, to put it mildly. If the brain is a learning machine, then it is an eccentric one. In How We Learn, Benedict Carey shows us how to exploit its quirks to our advantage.  Praise for How We Learn“This book is a revelation. I feel as if I’ve owned a brain for fifty-four years and only now discovered the operating manual.”—Mary Roach, bestselling author of Stiff and Gulp“A welcome rejoinder to the faddish notion that learning is all about the hours put in.” —The New York Times Book Review   “A valuable, entertaining tool for educators, students and parents.” —Shelf Awareness   “How We Learn is more than a new approach to learning; it is a guide to making the most out of life. Who wouldn’t be interested in that?” —Scientific American   “I know of no other source that pulls together so much of what we know about the science of memory and couples it with practical, practicable advice.”—Daniel T. Willingham, professor of psychology at the University of Virginia

    If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children? This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an experience, as well as the last moment, and forget the rest. Why “we feel most comfortable when things are certain, but we feel most alive when they’re not.” And why our most cherished memories are clustered into a brief period during our youth. Readers discover how brief experiences can change lives, such as the experiment in which two strangers meet in a room, and forty-five minutes later, they leave as best friends. (What happens in that time?) Or the tale of the world’s youngest female billionaire, who credits her resilience to something her father asked the family at the dinner table. (What was that simple question?) Many of the defining moments in our lives are the result of accident or luck—but why would we leave our most meaningful, memorable moments to chance when we can create them? The Power of Moments shows us how to be the author of richer experiences.

     The master teacher of positive change through powerful communication, Susan Scott wants her readers to succeed. To do that, she explains, one must transform everyday conversations employing effective ways to get the message across. In this guide, which includes exercises and tools to take you step by step through the Seven Principles of Fierce Conversations, Scott teaches readers how to: * Overcome barriers to meaningful communication * Expand and enrich conversations with colleagues, friends, and family * Increase clarity and improve understanding * Handle strong emotions-on both sides of the table

    Foreword by Neil Peart. Talent, energy, dedication, discipline, passion, innovation, education, drive, mind, body, spirit, vision, honor, truth, and drums make the man: Kenny Aronoff. Voted by Rolling Stone magazine as one of the greatest drummers of all time, Aronoff is arguably the most sought-after recording and touring beat master ever. Ignited by the Beatles' appearance on The Ed Sullivan Show in 1964, Aronoff's passion for drumming fervently grew and carried him from the kit in his childhood living room in the Berkshires to Bernstein at Tanglewood to Mellencamp, Etheridge, Fogerty, Smashing Pumpkins, the Rolling Stones, the Beatles his heroes and beyond. But none of this would have been possible without his fierce work ethic and unique approach to drumming an integration of all parts of his being, along with meticulous attention to note-for-note detail, feel, and what the song needs . Both a leader and a team player in the mission to realize a greater good an unforgettable recording, a riveting show Aronoff brings it every time. Through any setbacks heartaches, failures, injuries, or plain fatigue from the rigors of the biz Aronoff has stayed the arduous and wild rock 'n' roll course. His tale of what is possible with unrelenting dedication to one's bliss is an inspiration to all. Sex, Drums, Rock 'n' Roll! details Aronoff's youth in the Berkshires and the Midwest, from his early inspirations to his serious classical and jazz study, which gave him the foundation to be able to play anything. The failure of a first rock band in his early twenties had a silver lining: it freed him up for an audition that would change his life John Mellencamp. His work with Mellencamp catapulted Aronoff to the top of the charts with such hits as "Hurt So Good," "Little Pink Houses," and "Jack and Diane" and paved the way for session and recording work with droves of remarkable artists: Melissa Etheridge, John Fogerty, Bon Jovi, Stevie Nicks, Smashing Pumpkins, the BoDeans, Paul Westerberg, Celine Dion, Iggy Pop, Elton John, Bob Dylan, Alice Cooper, Brian Wilson, Meat Loaf, Joe Cocker, and countless others. In addition to his work as a world-famous recording and touring drummer, Aronoff finds time to be a dedicated teacher and has shared his expertise with students all over the world, teaching clinics for Tama and Zildjian. Heading into his fourth decade of rocking hard, Aronoff shows no signs of slowing down. Featuring rare photos, testimonials from major artists and from those who know him best, a chronology of live performances, a discography, and a foreword by Neil Peart, this book is the story of one of the greatest musicians of all time.