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Great Customer Connections

Author: Richard S. Gallagher
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814473085
Size: 60.55 MB
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"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

Blackwell S Five Minute Veterinary Practice Management Consult

Author: Lowell Ackerman
Publisher: John Wiley & Sons
ISBN: 1118662180
Size: 10.59 MB
Format: PDF, ePub
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Blackwell’s Five-Minute Veterinary Practice Management Consult, Second Edition has been extensively updated and expanded, with 55 new topics covering subjects such as online technologies, hospice care, mobile practices, compassion fatigue, practice profitability, and more. Carefully formatted using the popular Five-Minute Veterinary Consult style, the book offers fast access to authoritative information on all aspects of practice management. This Second Edition is an essential tool for running a practice, increasing revenue, and managing staff in today’s veterinary practice. Addressing topics ranging from client communication and management to legal issues, financial management, and human resources, the book is an invaluable resource for business management advice applicable to veterinary practice. Sample forms and further resources are now available on a companion website. Veterinarians and practice managers alike will find this book a comprehensive yet user-friendly guide for success in today’s challenging business environment.

How To Tell Anyone Anything

Author: Richard S. Gallagher
Publisher: Amacom Books
ISBN: 0814410154
Size: 23.27 MB
Format: PDF, ePub, Mobi
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No one likes to be criticized. But when feedback is necessary--whether it's with a boss, someone we manage, or another co-worker--it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others,How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism--and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.

What To Say To A Porcupine

Author: Richard S. GALLAGHER
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814410561
Size: 42.23 MB
Format: PDF, Mobi
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What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. What to Say to a Porcupine uses the format of Aesop’s fables to illustrate fundamental principles of customer service, including: By a Hare: Great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service. Bear with Me: One grizzly bear’s honey shop undergoes an amazing transformation when he discovers a better way to greet his customers. What to Say to a Porcupine: When a newly arrived colony of demanding porcupines wreaks havoc on local businesses, readers get a lesson on handling difficult customers in a positive, constructive manner. Each story is followed by a short discussion, illuminating topics from customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide for anyone involved in customer service.

Library Journal

Size: 63.54 MB
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Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.

Soccer Tough

Author: Dan Abrahams
Publisher: Bennion Kearny Limited
ISBN: 9780957051195
Size: 65.36 MB
Format: PDF
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"Take a minute to slip into the mind of one of the world's greatest soccer players and imagine a stadium around you. Picture a performance under the lights and mentally play the perfect game." Technique, speed and tactical execution are crucial components of winning soccer, but it is mental toughness that marks out the very best players - the ability to play when pressure is highest, the opposition is strongest, and fear is greatest. Top players and coaches understand the importance of sport psychology in soccer but how do you actually train your mind to become the best player you can be? Soccer Tough demystifies this crucial side of the game and offers practical techniques that will enable soccer players of all abilities to actively develop focus, energy, and confidence. Soccer Tough will help banish the fear, mistakes, and mental limits that holds players back. Soccer psychology consultant Dan Abrahams shares the powerful techniques that have helped him develop reserve team players to become international players, and guided youth team players from slumps to first team contracts. Covering the mental triumphs of some of the world's leading players - Soccer Tough will help you become the best player you can be. Soccer Tough is for amateur and professional players of all levels, as well as coaches. This book explores how the best soccer players in the world think and gives the reader step-by-step ways to do the same.

Words Can Change Your Brain

Author: Andrew Newberg
Publisher: Penguin
ISBN: 0142196770
Size: 74.61 MB
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Outlines a strategy for "compassionate communication" in order to forge bonds for more effective conversation and productivity, explaining how to use strategic steps to overcome conflicts and to promote more collaborative environments.

Empathic Attunement

Author: Crayton Rowe Jr.
Publisher: Jason Aronson
ISBN: 1461628261
Size: 40.23 MB
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Empathic Attunement captures the essence of Kohut's contributions to self psychology and the mental health field. Straightforward, accurate, and practical, the authors introduce student and experienced clinician alike to the synthesis of Kohut's major concepts and their clinical applications. The authors highlight Kohut's emphasis on the empathic mode of data gathering from within the patient's experiences. Kohut considers empathy—the capacity to think and feel oneself into the inner life of another person—to be the major tool of therapy.