Sean Pratt
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English
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"We live, says Ed Schein, in a culture of Tell. Rather than trying to genuinely relate to other people we tell them what we think they need to know or should do based on assumptions we've made about them. But telling makes people feel inferior--it shuts them down. This is particularly true of interactions between superiors and subordinates, and that's where it's particularly problematic. In today's complex, interconnected, rapidly changing world hierarchy...
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"This book deals with two very large and often amorphous concepts: privacy and surveillance in the context of both government and the marketplace. Both concepts have undergone changes over the millennia of recorded human history, and those changes have dramatically sped up and expanded over the past few centuries, starting with the widespread use of the printing press in the mid- to late-15th century when books and newspapers began to proliferate...
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In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools,...