Having a good family friend as your headmaster might sound ideal, but for Luke Brownlow it just makes life even more complicated...In with the wrong crowd at school, Luke is falling behind in his work. His parents take drastic action: banning him from seeing his friends and making him go to a new school.Luke avoids his family over the summer by spending time with their neighbour, Ned Kelly. He decides to get expelled from his new school but changes his mind when he discovers that his new headmaster is none other than the neighbour he has been getting to know and respect.An enemy within the school and a runaway girl outside it make it harder for Luke to stay out of trouble with Ned than he'd hoped: by the end of the school year it looks like he'll be expelled after all.
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: The power of leaning into criticism Trigger phrases that can make bad situations worse The secret to helping people feel deeply heard in a crisis How to use the divide-and-conquer approach to safely deliver bad news Indispensable problem-solving tools How to become immune to intimidation How to wrap up transactions so that customers are happy And more! Best yet...
It's a new school year at Hawley Lodge and this time Luke Brownlow is sure that everything will go smoothly.Of course there's the small matter of the ongoing feud between the Romans and the Vikings to resolve. And Benjamin Wharton is still being obnoxious. It's not all plain sailing in the romance department either. But at least he can count on Ned Kelly as a source of support. Or can he…?Bring On The War Mice is Book Three of the epic serial adventure series The Go-Kids by Amazon Top 100 science fiction writer Ryan Schneider.After surviving the worst attack on American soil in the nation’s history, only to be informed that his dad has been listed as Missing In Action, Parker is the victim of mistaken identity and kidnapping. He soon finds himself and his irrepressible friends in a Top Secret government facility confronted with technology the likes of which none of them has ever seen. But could it be a way for him to rescue his dad? Will Parker accept the mission? Will Sunny fall prey to Colby’s flirtations? Will Parker’s nightmares continue? Find out in Book Three of the ongoing serial adventure series, The Go-Kids.Though it is a story about kids, it is far more than just a kids' story. It is a story involving young protagonists dealing with universal themes of growing up, friendship, and making the right moral choices.
To the well-meaning people of Future World the problem is obvious: too many people. However, so is the solution: eliminate as many of their fellow human beings as they can - though for Catherine Cooper, Cindy Horváth and Gina Saito, this is easier said than done... at least until they get their hands on a bird flu virus made lethal in the lab. But as they work out how to use it to the most devastating effect, the German security service gets wind of their intention, as does an unscrupulous freelance agent from the United States. Following a succession of bizarre events, including a conversation with a cat, a fractured penis and the testimony of a Japanese sex doll, only the last woman standing, fish-whisperer Gina Saito, can hope to bring it off. However, the only way she can do this will involve her own death on foreign soil...Set in Berlin, Los Angeles, England and Japan, the unfolding events show that having a plan isn't enough: good intentions can lead to...
PLAY DUMB. BE BORING.DON'T SOLVE PROBLEMS.AND ABOVE ALL, DON'T BE YOURSELF.Not exactly what you'd expect to hear from a communication expert, but these counterintuitive strategies are precisely what we need to interact productively and meaningfully in today's digital world. Our overreliance on quick, cheap, and easy means of "staying connected" is eroding our communication skills. Speed steamrolls thoughtfulness; self-expression trumps restraint. Errors and misunderstandings increase. And our relationships suffer.With startling insights and a dash of humor, Stop Talking, Start Communicating combines scientific research with real-world strategies to deliver a proven approach to more effective communication."Only Geoffrey Tumlin could write a book about a serious problem—our mounting communication deficiencies—and make me laugh and learn all the way through it. Witty, smart, and 100 percent accurate, Stop Talking, Start...
The acclaimed author of Conversational Capacity shows you how to exercise more effective leadership—and find deeper purpose and meaning—by building your ability to engage in open, constructive, learning-focused dialogue when it counts.
With his breakout book, Conversational Capacity, Craig Weber revolutionized the concept of business communication by teaching a veritable conversational martial art that allows teams to perform well and remain open, balanced, and nondefensive as they tackle their most troublesome issues. His proven methods have been used to bolster the performance of executive groups and flight crews, as well as surgical units and CDC emergency response teams. Even more impressive, in over a dozen U.S. states it is even helping Democratic and Republican legislators work together more effectively as they craft public policy.
In Influence in Action, Weber goes deeper, showing you how to put these principles into practice―using a step-by-step program that includes case studies, sample dialogues, skill-building exercises, and powerful conversation techniques. This book will help you balance candor and curiosity under pressure by honing your awareness, shifting your mindset, and sharpening your skills. Better still, it will help you do this as you inspire constructive change all around you.
Research shows that people yearn for more meaningful work. They want to feel like active participants in the workplace. They’re eager to be more engaged. They’re raring to make a difference. And what is leadership if not influence in action?
E. R. Braithwaite, the acclaimed author of To Sir, With Love, poignantly recounts his time as a social worker dedicated to London's abandoned minority childrenDespite his Cambridge education and a sterling record with the British Royal Air Force during World War II, E. R. Braithwaite, a black man, was unable to find employment as an engineer in post-war London. Instead he accepted a position as a teacher in a tough East End school and wrote of his experiences in his classic bestseller To Sir, With Love. Nine years later, Braithwaite once again found himself assuming an unfamiliar professional role as a social worker charged with finding homes for London's orphaned, abused, or abandoned "coloured" children. While he lacked formal training, Braithwaite possessed qualities essential for the job: compassion, determination, and a deep, abiding understanding and love for the helpless, lost, and disregarded.In Paid Servant, E. R. Braithwaite...