Service Design


Book Description

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.




Insight


Book Description

Learn how to develop self-awareness and use it to become more fulfilled, confident, and successful. Most people feel like they know themselves pretty well. But what if you could know yourself just a little bit better—and with this small improvement, get a big payoff…not just in your career, but in your life? Research shows that self-awareness—knowing who we are and how others see us—is the foundation for high performance, smart choices, and lasting relationships. There’s just one problem: most people don’t see themselves quite as clearly as they could. Fortunately, reveals organizational psychologist Tasha Eurich, self-awareness is a surprisingly developable skill. Integrating hundreds of studies with her own research and work in the Fortune 500 world, she shows us what it really takes to better understand ourselves on the inside—and how to get others to tell us the honest truth about how we come across. Through stories of people who have made dramatic gains in self-awareness, she offers surprising secrets, techniques and strategies to help you do the same—and how to use this insight to be more fulfilled, confident, and successful in life and in work. In Insight, you'll learn: • The 7 types of self-knowledge that self-aware people possess. • The 2 biggest invisible roadblocks to self-awareness. • Why approaches like therapy and journaling don't always lead to true insight • How to stop your confidence-killing habits and learn to love who you are. • How to benefit from mindfulness without uttering a single mantra. • Why other people don’t tell you the truth about yourself—and how to find out what they really think. • How to deepen your insight into your passions, gifts, and the blind spots that could be holding you back. • How to hear critical feedback without losing your mojo. • Why the people with the most power can often be the least-self-aware, and how smart leaders avoid this trap. • The 3 building blocks for self-aware teams. • How to deal with delusional bosses, clients, and coworkers.




Insight


Book Description

Growing up the outcast in an infamous family of psychics, Nate Black never learned how to control his empath abilities. Then after five years without contact, his estranged twin turns up dead in New York City. The claim of suicide doesn't ring true, especially when a mysterious vision tells Nate it was murder. Now his long-hated gift is his only tool to investigate. Hitching from his tiny Texas town, Nate is picked up by Trent, a gorgeous engineer who thrives on sarcasm and skepticism. The heat that sparks between them is instant and intense, and Nate ends up trusting Trent with his secrets--something he's never done before. But once they arrive in the city, the secrets multiply when Nate discovers an underground supernatural community, more missing psychics, and frightening information about his own talent. Nate is left questioning his connection with Trent. Are their feelings real, or are they being propelled by abilities Nate didn't realize he had? His fear of his power grows, but Nate must overcome it to find his brother's killer and trust himself with Trent's heart.




The Enigma of Reason


Book Description

“Brilliant...Timely and necessary.” —Financial Times “Especially timely as we struggle to make sense of how it is that individuals and communities persist in holding beliefs that have been thoroughly discredited.” —Darren Frey, Science If reason is what makes us human, why do we behave so irrationally? And if it is so useful, why didn’t it evolve in other animals? This groundbreaking account of the evolution of reason by two renowned cognitive scientists seeks to solve this double enigma. Reason, they argue, helps us justify our beliefs, convince others, and evaluate arguments. It makes it easier to cooperate and communicate and to live together in groups. Provocative, entertaining, and undeniably relevant, The Enigma of Reason will make many reasonable people rethink their beliefs. “Reasonable-seeming people are often totally irrational. Rarely has this insight seemed more relevant...Still, an essential puzzle remains: How did we come to be this way?...Cognitive scientists Hugo Mercier and Dan Sperber [argue that] reason developed not to enable us to solve abstract, logical problems...[but] to resolve the problems posed by living in collaborative groups.” —Elizabeth Kolbert, New Yorker “Turns reason’s weaknesses into strengths, arguing that its supposed flaws are actually design features that work remarkably well.” —Financial Times “The best thing I have read about human reasoning. It is extremely well written, interesting, and very enjoyable to read.” —Gilbert Harman, Princeton University




Seeing What Others Don't


Book Description

Insights -- like Darwin's understanding of the way evolution actually works, and Watson and Crick's breakthrough discoveries about the structure of DNA -- can change the world. We also need insights into the everyday things that frustrate and confuse us so that we can more effectively solve problems and get things done. Yet we know very little about when, why, or how insights are formed -- or what blocks them. In Seeing What Others Don't, renowned cognitive psychologist Gary Klein unravels the mystery. Klein is a keen observer of people in their natural settings -- scientists, businesspeople, firefighters, police officers, soldiers, family members, friends, himself -- and uses a marvelous variety of stories to illuminate his research into what insights are and how they happen. What, for example, enabled Harry Markopolos to put the finger on Bernie Madoff? How did Dr. Michael Gottlieb make the connections between different patients that allowed him to publish the first announcement of the AIDS epidemic? What did Admiral Yamamoto see (and what did the Americans miss) in a 1940 British attack on the Italian fleet that enabled him to develop the strategy of attack at Pearl Harbor? How did a "smokejumper" see that setting another fire would save his life, while those who ignored his insight perished? How did Martin Chalfie come up with a million-dollar idea (and a Nobel Prize) for a natural flashlight that enabled researchers to look inside living organisms to watch biological processes in action? Klein also dissects impediments to insight, such as when organizations claim to value employee creativity and to encourage breakthroughs but in reality block disruptive ideas and prioritize avoidance of mistakes. Or when information technology systems are "dumb by design" and block potential discoveries. Both scientifically sophisticated and fun to read, Seeing What Others Don't shows that insight is not just a "eureka!" moment but a whole new way of understanding.




The Art of Insight


Book Description

A practical guide to fostering innovative insights and solutions for yourself and your organization—including online skill-building exercises. We have all experienced it: the jolt of an insight arriving like a thunderclap, unexpectedly and without warning. But what if insights could be accessed more reliably? Drawing on years of research, reflection, and experiences with colleagues, friends, and clients, Charles Kiefer and Malcolm Constable present a thorough, pragmatic approach for dependably generating fresh thoughts and perspectives. The Art of Insight features helpful exercises both in the book and online. Readers will develop their own personal approach to cultivating insights, allowing them to solve long-standing problems with confidence and ease. “Creating insights isn't a magical process—this book provides a practical framework for generating insights for yourself and your organization. We've used many of these techniques with our innovation teams and they work.” —Wayne Delker, Chief Innovation Officer and Senior Vice President, The Clorox Company




Effective Data Storytelling


Book Description

Master the art and science of data storytelling—with frameworks and techniques to help you craft compelling stories with data. The ability to effectively communicate with data is no longer a luxury in today’s economy; it is a necessity. Transforming data into visual communication is only one part of the picture. It is equally important to engage your audience with a narrative—to tell a story with the numbers. Effective Data Storytelling will teach you the essential skills necessary to communicate your insights through persuasive and memorable data stories. Narratives are more powerful than raw statistics, more enduring than pretty charts. When done correctly, data stories can influence decisions and drive change. Most other books focus only on data visualization while neglecting the powerful narrative and psychological aspects of telling stories with data. Author Brent Dykes shows you how to take the three central elements of data storytelling—data, narrative, and visuals—and combine them for maximum effectiveness. Taking a comprehensive look at all the elements of data storytelling, this unique book will enable you to: Transform your insights and data visualizations into appealing, impactful data stories Learn the fundamental elements of a data story and key audience drivers Understand the differences between how the brain processes facts and narrative Structure your findings as a data narrative, using a four-step storyboarding process Incorporate the seven essential principles of better visual storytelling into your work Avoid common data storytelling mistakes by learning from historical and modern examples Effective Data Storytelling: How to Drive Change with Data, Narrative and Visuals is a must-have resource for anyone who communicates regularly with data, including business professionals, analysts, marketers, salespeople, financial managers, and educators.




Insight Selling


Book Description

What do winners of major sales do differently than the sellers who almost won, but ultimately came in second place? Mike Schultz and John Doerr, bestselling authors and world-renowned sales experts, set out to find the answer. They studied more than 700 business-to-business purchases made by buyers who represented a total of $3.1 billion in annual purchasing power. When they compared the winners to the second-place finishers, they found surprising results. Not only do sales winners sell differently, they sell radically differently, than the second-place finishers. In recent years, buyers have increasingly seen products and services as replaceable. You might think this would mean that the sale goes to the lowest bidder. Not true! A new breed of seller—the insight seller—is winning the sale with strong prices and margins even in the face of increasing competition and commoditization. In Insight Selling, Schultz and Doerr share the surprising results of their research on what sales winners do differently, and outline exactly what you need to do to transform yourself and your team into insight sellers. They introduce a simple three-level model based on what buyers say tip the scales in favor of the winners: Level 1 "Connect." Winners connect the dots between customer needs and company solutions, while also connecting with buyers as people. Level 2 "Convince." Winners convince buyers that they can achieve maximum return, that the risks are acceptable, and that the seller is the best choice among all options. Level 3 "Collaborate." Winners collaborate with buyers by bringing new ideas to the table, delivering new ideas and insights, and working with buyers as a team. They also found that much of the popular and current advice given to sellers can damage sales results. Insight Selling is both a strategic and tactical guide that will separate the good advice from the bad, and teach you how to put the three levels of selling to work to inspire buyers, influence their agendas, and maximize value. If you want to find yourself and your team in the winner's circle more often, this book is a must-read.




Insight


Book Description

Do you understand who you really are? Or how others really see you? We all know people with a stunning lack of self-awareness - but how often do we consider whether we might have the same problem? Research shows that self-awareness is the meta-skill of the 21st century - the foundation for high performance, smart choices, and lasting relationships. Unfortunately, we are remarkably poor judges of ourselves and how we come across, and it's rare to get candid, objective feedback from colleagues, employees, and even friends and family.Integrating hundreds of studies with her own research and work in the Fortune 500 world, organizational psychologist Tasha Eurich shatters conventional assumptions about what it takes to truly know ourselves - like why introspection isn't a bullet train to insight, how experience is the enemy of self-knowledge, and just how far others will go to avoid telling us the truth about ourselves. Through stories of people who've made dramatic self-awareness gains, she offers surprising secrets, techniques and strategies to help readers do the same - and therefore improve their work performance, career satisfaction, leadership potential, relationships, and more.At a time when self-awareness matters more than ever, Insight is the essential playbook for surviving and thriving in an unaware world.




Phenomenology Explained


Book Description

Phenomenology is one of the most important and influential philosophical movements of the last one hundred years. It began in 1900, with the publication of a massive two-volume work, Logical Investigations, by a Czech-German mathematician, Edmund Husserl. It proceeded immediately to exert a strong influence on both philosophy and the social sciences. For example, phenomenology provided the central inspiration for the existentialist movement, as represented by such figures as Martin Heidegger in Germany and Jean-Paul Sartre in France. Subsequent intellectual currents in Europe, when they have not claimed phenomenology as part of their ancestry, have defined themselves in opposition to phenomenology. Thus, to give just one example, the first two works of Jacques Derrida, the father of deconstruction, were devoted to criticisms of Husserl’s phenomenological works. In the English-speaking world, where “analytic philosophy” dominates, phenomenology has recently emerged as a hot topic after decades of neglect. This has resulted from a dramatic upswing in interest in consciousness, the condition that makes all experience possible. Since the special significance of phenomenology is that it investigates consciousness, analytic philosophers have begun to turn to it as an underutilized resource. For the same reason, Husserl’s work is now widely studied by cognitive scientists. The current revival of interest in phenomenology also stems from the recognition that not every kind of question can be approached by means of experimental techniques. Not all questions are scientific in that sense. Thus, if there is to be knowledge in logic, mathematics, ethics, political philosophy, aesthetics, epistemology (theory of knowledge), psychology (from the inside), and the study of consciousness, among others, another method is clearly needed. Phenomenology is an attempt to rectify this. Its aim is to focus on the world as given in experience, and to describe it with unprecedented care, rigor, subtlety, and completeness. This applies not only to the objects of sense experience, but to all phenomena: moral, aesthetic, political, mathematical, and so forth. One can avoid the obscure problem of the real, independent existence of the objects of experience in these domains by focusing instead on the objects, as experienced, themselves, along with the acts of consciousness which disclose them. Phenomenology thus opens up an entirely new field of investigation, never previously explored. Rather than assuming, or trying to discern, what exists outside the realm of the mental, and what causal relations pertain to these extra-mental entities, we can study objects strictly as they are given, that is, as they appear to us in experience. This book explains what phenomenology is and why it is important. It focuses primarily on the works and ideas of Husserl, but also discusses important later thinkers, giving special emphasis to those whose contributions are most relevant to contemporary concerns. Finally, while Husserl’s greatest contributions were to the philosophical foundations of logic, mathematics, knowledge, and science, this book also addresses extensively the relatively neglected contribution of phenomenology to value theory, especially ethics, political philosophy, and aesthetics.