My First Time in Charge


Book Description

The book is divided into two main areas: rational and emotional. I believe that a good manager must first of all master the rational part, but to become an excellent and complete manager, he or she cannot forget the emotional part of the job. Blending the rational and emotional parts will be a recipe for success and fulfillment. The book is a practical guide with intent to offer pragmatic tools and frameworks to new managers. It is the book I wished to have when I started my journey as a manager with business responsibilities. I wrote it based on my real life management experience. I took notes for about four years of the lessons I learned during my first field assignment. I struggled, but finally I have been successful. I wished during my beginnings to have a mentor to coach me and help me to speed up my learning curve. I wish this book can be the practical guide to help others reducing the stress and worries that inevitably happen when taking on a managerial role for the first time. I also wish to help new managers to deliver better and faster high performances.







Service Failure


Book Description

What causes poor customer service? You might be surprised.




Getting Service Right


Book Description

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I




My First Time in Hollywood


Book Description

Over forty legends of the film business recount their first trip to Hollywood. Actors, directors, screenwriters, cinematographers, and editors-half of them women-recall the long joinery, their initial impressions, their struggle to find work, and the love for making movies that kept them going. Drawn from letters, speeches, oral histories, memoirs, and autobiographies-and illustrated with over sixty vintage photographs and illustrations-each story is intimate and unique, but all speak to our universal need to follow our passions and be part of a community that feeds the soul. This anthology is edited and annotated by award-winning author and film historian Cari Beauchamp, the only person to twice be named as an Academy of Motion Picture Arts and Sciences Scholar. Of MY FIRST TIME IN HOLLYWOOD, Academy-Award-winning film preservationist, historian, and author Kevin Brownlow writes: "What every film fan years for-first-hand, eyewitness accounts of a Hollywood none of us can remember and all of us wish we'd known. Completely fascinating." And film critic and historian Leonard Maltin writes: "What a priceless parade of evocative and highly entertaining memories. Once you start reading you won't want to stop."




My First Time


Book Description

Gay men describe their first same-sex experiences A candid look at gay men's first sexual encounters.




The First 20 Hours


Book Description

Forget the 10,000 hour rule— what if it’s possible to learn the basics of any new skill in 20 hours or less? Take a moment to consider how many things you want to learn to do. What’s on your list? What’s holding you back from getting started? Are you worried about the time and effort it takes to acquire new skills—time you don’t have and effort you can’t spare? Research suggests it takes 10,000 hours to develop a new skill. In this nonstop world when will you ever find that much time and energy? To make matters worse, the early hours of prac­ticing something new are always the most frustrating. That’s why it’s difficult to learn how to speak a new language, play an instrument, hit a golf ball, or shoot great photos. It’s so much easier to watch TV or surf the web . . . In The First 20 Hours, Josh Kaufman offers a systematic approach to rapid skill acquisition— how to learn any new skill as quickly as possible. His method shows you how to deconstruct com­plex skills, maximize productive practice, and remove common learning barriers. By complet­ing just 20 hours of focused, deliberate practice you’ll go from knowing absolutely nothing to performing noticeably well. Kaufman personally field-tested the meth­ods in this book. You’ll have a front row seat as he develops a personal yoga practice, writes his own web-based computer programs, teaches himself to touch type on a nonstandard key­board, explores the oldest and most complex board game in history, picks up the ukulele, and learns how to windsurf. Here are a few of the sim­ple techniques he teaches: Define your target performance level: Fig­ure out what your desired level of skill looks like, what you’re trying to achieve, and what you’ll be able to do when you’re done. The more specific, the better. Deconstruct the skill: Most of the things we think of as skills are actually bundles of smaller subskills. If you break down the subcompo­nents, it’s easier to figure out which ones are most important and practice those first. Eliminate barriers to practice: Removing common distractions and unnecessary effort makes it much easier to sit down and focus on deliberate practice. Create fast feedback loops: Getting accu­rate, real-time information about how well you’re performing during practice makes it much easier to improve. Whether you want to paint a portrait, launch a start-up, fly an airplane, or juggle flaming chain­saws, The First 20 Hours will help you pick up the basics of any skill in record time . . . and have more fun along the way.




Stepdads


Book Description

In Stepdads Stories of Love, Hope, and Repair, William Marsiglio addresses provocative and timely questions facing stepfathers, single mothers, and remarried couples today. This book speaks to those who study and work with stepfamilies as well as persons who have ever thought about or lived in a stepfamily. Visit our website for sample chapters!




Hearings


Book Description




The Collected Stories of Heinrich Boll


Book Description

The definitive short story collection by the Nobel Laureate and master of the form These diverse, psychologically rich, and morally profound stories explore the consequences of war on individuals and on an entire culture. The Collected Stories of Heinrich Böll provides readers with the only comprehensive collection by this master of the short-story form. Includes all the stories from Böll’s The Mad Dog, Eighteen Short Stories, The Casualty, and The Stories of Heinrich Böll. A Nobel Laureate, Böll was considered a master 20th century literature, and The Collected Stories of Heinrich Böll contains some of his finest work.




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