The Dance of Connection: How to Talk to Someone When You're Mad, Hurt, Scared, Frustrated, Insulted, Betrayed, or Desperate


Harriet Lerner - 2001
    Harriet Lerner teaches us how to restore love and connection with the people who matter the most. In The Dance of Connection we learn what to say (and not say) when:- We need an apology, and the person who has harmed us won't apologize or be accountable.- We don't know how to take a conversation to the next level when we feel desperate.- We feel worn down by the other person's criticism, negativity, or irresponsible behavior.- We have been rejected or cut off, and the other person won't show up for the conversation.- We are struggling with staying or leaving, and we don't know our "bottom line."- We are convinced that we've tried everything -- and nothing changes.Filled with compelling personal stories and case examples, Lerner outlines bold new "voice lessons" that show us how to speak with honor and personal integrity, even when the other person behaves badly.Whether we're dealing with a partner, parent, sister, or best friend, The Dance of Connection teaches us how to navigate our most important relationships with clarity, courage, and joyous conviction.

Idiot America: How Stupidity Became a Virtue in the Land of the Free


Charles P. Pierce - 2008
    Wearing a saddle.... But worse than this was when the proprietor exclaimed to a cheering crowd, “We are taking the dinosaurs back from the evolutionists!” He knew then and there it was time to try and salvage the Land of the Enlightened, buried somewhere in this new Home of the Uninformed.With his razor-sharp wit and erudite reasoning, Pierce delivers a gut-wrenching, side-splitting lament about the glorification of ignorance in the United States, and how a country founded on intellectual curiosity has somehow deteriorated into a nation of simpletons more apt to vote for an American Idol contestant than a presidential candidate.With Idiot America, Pierce's thunderous denunciation is also a secret call to action, as he hopes that somehow, being intelligent will stop being a stigma, and that pinheads will once again be pitied, not celebrated.

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way


James Merlino - 2014
    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.

Golden Arches East: McDonald's in East Asia


James L. Watson - 1997
    What are the cultural implications of this phenomenal success? Does the introduction of American fast food undermine local cuisines, many of them celebrated for centuries? Does it, as some critics fear, presage a homogeneous, global culture? These are but a few of the questions confronted in this engaging study that vividly demonstrates how the theories and techniques of anthropology can be used not only to examine obscure peoples and exotic practices, but to shed light on the motivations and behavior of people conducting their daily lives in some of the major population centers of the world.Earlier studies of the fast food industry have emphasized production, focusing on labor or management. This book takes a fresh approach to the industry by concentrating on the perspective of the consumer. It analyzes consumers' reactions to McDonald's in five East Asian cities: Hong Kong, Beijing, Taipei, Seoul, and Tokyo. What do they have to say about McDonald's? How is fast food perceived by those who pay to eat it? How do their preferences and biases affect the system of production?The book argues that McDonald's has largely become divorced from its American roots and become a "local" institution for an entire generation of affluent consumers in Hong Kong, Taipei, and Tokyo. In Beijing, the process of localization has barely begun, with consumers more interested in the experience of eating at McDonald's than in the food itself. In Seoul, many nationalists treat the Big Mac as a symbol of Yankee imperialism; meanwhile, increasing numbers of Korean children are celebrating their birthdays atMcDonald's.Localization is not, however, a one-way process; the corporation has also had to adapt in order to flourish in new settings. The book demonstrates how consumers, with the cooperation and encouragement of McDonald's management, have transformed their neighborhood restaurants into leisure centers, afterschool clubs, and meeting halls. The contributors pay special attention to the effects of these activities on family organization, education, and socialization, and conclude that it is no accident that the fast food boom corresponds to the rise of a child-centered consumer culture in East Asian cities.

You Are Now Less Dumb: How to Conquer Mob Mentality, How to Buy Happiness, and All the Other Ways to Outsmart Yourself


David McRaney - 2013
    A mix of popular psychology and trivia, McRaney’s insights have struck a chord with thousands, and his blog--and now podcasts and videos--have become an Internet phenomenon. Like You Are Not So Smart, You Are Now Less Dumb is grounded in the idea that we all believe ourselves to be objective observers of reality--except we’re not. But that’s okay, because our delusions keep us sane. Expanding on this premise, McRaney provides eye-opening analyses of fifteen more ways we fool ourselves every day, including: - The Misattribution of Arousal (Environmental factors have a greater affect on our emotional arousal than the person right in front of us) - Sunk Cost Fallacy (We will engage in something we don’t enjoy just to make the time or money already invested “worth it”) - Deindividuation (Despite our best intentions, we practically disappear when subsumed by a mob mentality) McRaney also reveals the true price of happiness, why Benjamin Franklin was such a badass, and how to avoid falling for our own lies. This smart and highly entertaining book will be wowing readers for years to come.

A Different Kind of Luxury: Japanese Lessons in Simple Living and Inner Abundance


Andy Couturier - 2009
    They are today artists, philosophers, and farmers who reside deep in the mountains of rural Japan. Their lives may be simple, yet they are surrounded by the luxuries of nature, art, contemplation, delicious food, and an abundance of time. For example:Atsuko Watanabe is an environmentalist and home-schooler who explores Christian mysticism while raising her two daughters in an old farmhouse Akira Ito is an ex–petroleum engineer who has become a painter and children’s book illustrator and explores the role of chi (life energy) in the universe through art and music Kogan Murata grows rice and crafts elegant bamboo flutes that he plays for alms in the surrounding villages Jinko Kaneko is a fine artist and fabric dyer who runs a Himalayan-style curry restaurant in the Japan Alps By presenting the journeys of these ordinary—yet exceptional—people, Andy Couturier shows how we too can travel a meaningful path of living simply, with respect for our communities and our natural resources. When we leave behind the tremendous burdens of wage labor, debt, stress, and daily busyness, we grow rich in a whole new way. These Japanese are pioneers in a sense; drawing on traditional Eastern spiritual wisdom, they have forged a new style of modernity, and in their success is a lesson for us all: live a life that matters.Andy Couturier is an essayist, poet, and writing teacher. He lived in Japan for four years where he taught, was a journalist, and worked on environmental causes. He lives in the San Francisco Bay Area.

Power Moves


NOT A BOOK - 2019
    Private corner offices and management by decree are out, as is unquestioned trust in the government and media. These former pillars of traditional power have been replaced by networks of informed citizens who collectively wield more power over their personal lives, employers, and worlds than ever before. So how do you navigate this new landscape and come out on top? Adam Grant, Wharton organizational psychologist and New York Times best-selling author of Give and Take, Originals, and Option B, went to the World Economic Forum in Davos, the epicenter of power, and sat down with thought leaders from around the world, to find out.In interviews with two dozen leaders and thinkers - from top executives at Google, GM, Slack, and Goldman Sachs, to the CEO of the Gates Foundation and NASA's former chief scientist - Grant shares hard-earned insight on how to succeed in this new era of hyper-linked power. He also explores how it's reshaping everything from how employees work to how employers manage their workers, from how women rise in the office to how scientists influence policy.The combination of captivating interviews, compelling data, and Grant's unmistakably incisive and actionable analysis results in an inspiring crash course from the frontlines on the changing nature of power today.

When Prophecy Fails: A Social and Psychological Study of a Modern Group that Predicted the Destruction of the World


Leon Festinger - 1956
    How would these people feel when their prophecy remained unfulfilled? Would they admit the error of their prediction, or would they readjust their reality to make sense of the new circumstances?"We've all experienced the futility of trying to change a strong conviction, especially if the convinced person has some investment in his belief. We're familiar with the variety of ingenious defenses with which people protect their convictions, managing to keep them unscathed thru the most devastating attacks. But human resourcefulness goes beyond simply protecting a belief. Suppose an individual believes something with a whole heart; suppose further a commitment to this belief, suppose irrevocable actions have been taken because of it; finally, suppose evidence, unequivocal and undeniable evidence, that the belief is wrong: what will happen? The individual will frequently emerge, not only unshaken, but even more convinced of the truth of such beliefs than ever before. Indeed, s/he may even show a new fervor about convincing and converting others to this view. How and why does such a response to contradictory evidence come about? This is the question on which this book focuses. We hope that, by the end of the volume, we will have provided an adequate answer to the question, an answer documented by data."When Prophecy Fails is a classic text in social psychology authored by L. Festinger, H. Riecken and S. Schachter. It chronicles the experience of a UFO cult that believed the end of the world was at hand. In effect, it's a sociopsychological study of a modern group that predicted the destruction of the world & the adjustments made when the prediction failed to materialize. "The authors have done something as laudable as it is unusual for social psychologists. They espied a fleeting social movement important to a line of research they were interested in and took after it. They recruited a team of observers, joined the movement & watched it from within under great difficulties until its crisis came and went. Their report is of interest as much for the method as for the substance."--Everett C. Hughes, The American Journal of Sociology.

The Empathy Effect


Helen Riess - 2018
    Seven Neuroscience-Based Keys for Transforming the Way We Live, Love, Work, and Connect Across Differences

The Death Of Expertise: The Campaign Against Established Knowledge and Why it Matters


Thomas M. Nichols - 2017
    While this has had the positive effect of equalizing access to knowledge, it also has lowered the bar on what depth of knowledge is required to consider oneself an "expert." A cult of anti-expertise sentiment has coincided with anti-intellectualism, resulting in massively viral yet poorly informed debates ranging from the anti-vaccination movement to attacks on GMOs. This surge in intellectual egalitarianism has altered the landscape of debates-all voices are equal, and "fact" is a subjective term. Browsing WebMD puts one on equal footing with doctors, and Wikipedia allows all to be foreign policy experts, scientists, and more. As Tom Nichols shows in The Death of Expertise, there are a number of reasons why this has occurred-ranging from easy access to Internet search engines to a customer satisfaction model within higher education. The product of these interrelated trends, Nichols argues, is a pervasive distrust of expertise among the public coinciding with an unfounded belief among non-experts that their opinions should have equal standing with those of the experts. The experts are not always right, of course, and Nichols discusses expert failure. The crucial point is that bad decisions by experts can and have been effectively challenged by other well-informed experts. The issue now is that the democratization of information dissemination has created an army of ill-informed citizens who denounce expertise.When challenged, non-experts resort to the false argument that the experts are often wrong. Though it may be true, but the solution is not to jettison expertise as an ideal; it is to improve our expertise. Nichols is certainly not opposed to information democratization, but rather the enlightenment people believe they achieve after superficial internet research. He shows in vivid detail the ways in which this impulse is coursing through our culture and body politic, but the larger goal is to explain the benefits that expertise and rigorous learning regimes bestow upon all societies.

The Invisible Gorilla: And Other Ways Our Intuitions Deceive Us


Christopher Chabris - 2010
    In The Invisible Gorilla, Christopher Chabris and Daniel Simons, creators of one of psychology’s most famous experiments, use remarkable stories and counterintuitive scientific findings to demonstrate an important truth: Our minds don’t work the way we think they do. We think we see ourselves and the world as they really are, but we’re actually missing a whole lot.Again and again, we think we experience and understand the world as it is, but our thoughts are beset by everyday illusions. We write traffic laws and build criminal cases on the assumption that people will notice when something unusual happens right in front of them. We’re sure we know where we were on 9/11, falsely believing that vivid memories are seared into our minds with perfect fidelity. And as a society, we spend billions on devices to train our brains because we’re continually tempted by the lure of quick fixes and effortless self-improvement.  The Invisible Gorilla reveals the myriad ways that our intuitions can deceive us, but it’s much more than a catalog of human failings. Chabris and Simons explain why we succumb to these everyday illusions and what we can do to inoculate ourselves against their effects. Ultimately, the book provides a kind of x-ray vision into our own minds, making it possible to pierce the veil of illusions that clouds our thoughts and to think clearly for perhaps the first time.

Making Sense of People: Decoding the Mysteries of Personality


Samuel H. Barondes - 2011
    "Making Sense of People" provides the scientific frameworks and tools we need to improve our intuition, and assess people more consciously, systematically, and effectively. Leading neuroscientist Samuel H. Barondes explains the research behind each standard personality category: extraversion, agreeableness, conscientiousness, neuroticism, and openness. He shows readers how to use these traits and assessments to do a better job of deciding who they'll enjoy spending time with, whom to trust, and whom to keep at a distance. Barondes explains: What neuroscience and psychological research can tell us about how personality types develop and cohere.The intertwined roles of genes, nurture, and education in personality development.How to recognize troublesome personality patterns such as narcissism, sociopathy, and paranoia.How much a child's behavior predicts their adult personality, and how personality stabilizes in young adulthood.How to assess integrity, fairness, wisdom, and other traits related to morality.What genetic testing may (or may not) teach us about personality in the future.General strategies for getting along with people, with specific tactics for special circumstances. Kirkus Reviews A succinct look at personality psychology. As a psychiatrist and neuroscientist at the University of California, Barondes ("Molecules and Mental Illness," 2007, etc.) has spent years studying human behavior, and this book reflects his systematic, scientific approach for personality assessment. The average person isn't likely to have time to research a difficult boss or potential love interest, but the author supplements intuition with a useful cornerstone for gauging human behavior: a table of the "Big Five" personality traits, among them Extraversion vs. Introversion and Agreeableness vs. Antagonism. To learn how to apply the Big Five, Barondes supplies a link for a professional online personality test, in addition to a basic introduction of troubling personality patterns e.g., narcissism and compulsiveness. While genetics may play a heavy hand in influencing personality, Barondes writes, it's awareness of a person's background, character and life story that is paramount in unearthing reasons for adult behavior. Readers might like to see the author weave more everyday examples into the text his exercise in fostering compassion by imagining an adult as a 10-year-old child is a gem but there is plenty here to ponder. Those looking for traditional "self-help" advice won't find it here, but this book clearly lays the groundwork for deeper human interaction and better life relationships."

Health Psychology: Biopsychosocial Interactions


Edward P. Sarafino - 1990
    The text integrates contemporary research in biology, psychology, anthropology and sociology, utilizing the biopsychosocial model as the basic explanatory theme for health and health care. Gender, sociocultural and developmental differences in health and related behaviours are also integrated throughout the text. This systems approach is complemented by the integration of life-span development in health and illness in each chapter of the text.

Quiet Influence: The Introvert's Guide to Making a Difference


Jennifer B. Kahnweiler - 2013
    Jennifer Kahnweiler proves introverts can be highly effective influencers when, instead of trying to act like extroverts, they use their natural strengths to make a difference. Kahnweiler identifies six unique strengths of introverts and includes a Quiet Influence Quotient (QIQ) quiz to measure how well you’re using these six strengths now. Then, through questions, tools, exercises, and powerful real-world examples, you will increase your mastery of these strengths.

The Age Curve: How to Profit from the Coming Demographic Storm


Kenneth W. Gronbach - 2008
    But the hard truth is that the changes we see in marketing and business are based on one undeniable factor--the size of the generations we are selling to. As each generation ages, what they buy and how much they buy will change. Each product and service has a "best customer" that sustains a business. As these customers grow up, the smartest marketers will stay ahead of them--and their money. In The Age Curve, marketing guru Kenneth Gronbach shows executives and entrepreneurs how to anticipate this wave of predictable demand and ride it to success.Gronbach reveals how our largest generations, the Baby Boomers and Generation Y, are redefining how we market and how businesses can anticipate their needs more effectively. Complete with entertaining examples of companies like Apple who have perfected their strategies for building a loyal customer base, as well as those who haven't (Levi Strauss and Honda Motorcycle), this book will show readers:- how to determine their best customers - how successful companies are earning the loyalty of Generation Y and cultivating allegiance to their products for years to come - why Generation X is a much less valuable market than any of us have been led to believe - and much moreBoth shocking and compelling, The Age Curve will change the way companies look at their customers and how they market to them.