Foreword by Capodagli and Lynn Jackson, coauthors of "The Disney Way". All businesses have customers, but how many of them deliver unforgettably good customer service? "Secret Service" reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass...

As a futurist, you can be fascinating at a cocktail party. Instead of dropping names, you drop facts and figures: We are expected to live well intoour 100s; the average age for young adults to marry in America is 30; the single male head of household is the fastest growing demographic group; and the...

It is shortlisted for the Chartered Management Institute's Management Book of the Year award 2012. What's a rookie manager to do? Faced with new responsibilities, and in need of quick, dependable guidance, novice managers can't afford to learn by trial and error. The "First-Time Manager" is the answer, dispensing the...

Even in a bad economy, companies have job openings they can't fill. Considering the millions of people who are out of work or unhappily employed, how can that be? What are job seekers doing to turn off employers? And what is it that employers want but aren't finding? Leading career expert and syndicated columnist Andrea Kay asked...

Negotiation is an essential part of doing business, but to be an effective negotiator one must master a wide variety of skills such as listening, self-awareness, conflict resolution, assertiveness, and more. So it stands to reason that in order to teach such a complicated subject, managers and trainers need proven, powerful activities....

There is perhaps no leadership challenge more daunting than managing creativity-and more urgent than delivering breakthrough innovation. How do you harness some of the most passionate, intelligent people in your organization without stifling them? How do you simultaneously unleash their energy and channel it into something tangible? Lina...

Trainers have to be creative if they want their participants to feel excited, challenged, and involved. The Creative Training Idea Book is packed with instructions for using activities, games, puzzles, toys, and props to increase energy and active participation in the classroom, and reveals how to think creatively about training in any...

No matter what, where, and to whom you sell, everything you do fits into one of three phases of the sales process: Planning, Execution, and, Closing. True red-hot sellers know exactly what each phase encompasses, and the rest of us can learn in the time it takes to read this ultra-practical book. "Red-Hot Selling" presents a simple,...

"For more than two decades, Consultative Selling(TM) has enabled sales professionals around the world to achieve unprecedented success by helping their clients make more profitable business decisions. The Seventh Edition gives you the tools to continue bringing superior results to 21st Century organizations--and take your own career to a...