Customer Service Training 101

Do you have a grip on your business, or does your business have a grip on you? All entrepreneurs and business leaders face similar frustrations: personnel conflict, profit woes, and inadequate growth. Decisions never seem to get made, or once made, fail to be properly implemented. But there is a solution. It’s not complicated or theoretical.

In this book, we travel inside Emily's and Paul's brains as they attempt to sort the vast quantities of information they're presented with, figure out how to prioritize it, organize it, and act on it. Fortunately for Emily and Paul, they're in good hands: David Rock knows how the brain works - and more specifically, how it works in a work setting. Rock shows how it's possible for Emily and Paul, and thus the listener, not only to survive in today's overwhelming work environment but succeed in it - and still feel energized and accomplished at the end of the day. 

When Carl Lee Hailey guns down the hoodlums who have raped his 10-year-old daughter, the people of Clanton see it as a crime of blood and call for his acquittal. But when extremists outside Clanton hear that a black man has killed two white men, they invade the town, determined to destroy anything and anyone that opposes their sense of justice. Jake Brigance has been hired to defend Hailey. It's the kind of case that can make or break a young lawyer.

In Michael Bungay Stanier's The Coaching Habit, coaching becomes a regular, informal part of your day so managers and their teams can work less hard and have more impact. Drawing on years of experience training more than 10,000 busy managers from around the globe in practical, everyday coaching skills, Bungay Stanier reveals how to unlock your peoples' potential. He unpacks seven essential coaching questions to demonstrate how - by saying less and asking more - you can develop coaching methods that produce great results.

The founding text of today's billion-dollar coaching industry, featuring the seminal GROW model, Coaching for Performance remains the world's best-selling coaching book. This major new edition is designed to stay ahead of the profession, with practical visuals and new material developed by the leading international performance consultants. Coaching for Performance is the institution of the coaching profession. This landmark text has now undergone the largest revision yet in its history.