Perform an accurate, efficient, and effective physical examination with confidence.Bates’ Guide to Physical Examination and History Taking provides authoritative, step-by-step guidance on performing the patient interview and physical examination, applying clinical reasoning, shared decision-making, and other core assessment skills—all based on a firm understanding of clinical evidence. This highly regarded text includes fully illustrated, step-by-step techniques that outline the correct performance of the physical examination and an easy-to-follow two-column format featuring examination te... [Read More]
You can go after the job you want—and get it! You can take the job you have—and improve it! You can take any situation—and make it work for you! Dale Carnegie’s rock-solid, time-tested advice has carried countless people up the ladder of success in their business and personal lives. One of the most groundbreaking and timeless bestsellers of all time, How to Win Friends & Influence People will teach you: -Six ways to make people like you -Twelve ways to win people to your way of thinking -Nine ways to change people without arousing resentment And much more! Achieve your m... [Read More]
The inspiring, life-changing bestseller by the author of LEADERS EAT LAST and TOGETHER IS BETTER. In 2009, Simon Sinek started a movement to help people become more inspired at work, and in turn inspire their colleagues and customers. Since then, millions have been touched by the power of his ideas, including more than 28 million who’ve watched his TED Talk based on START WITH WHY -- the third most popular TED video of all time. Sinek starts with a fundamental question: Why are some people and organizations more innovative, more influential, and more profitable than others? Why do some c... [Read More]
In today's fast-paced world of competitive workplaces and turbulent economic conditions, each of us is searching for effective tools that can help us to manage, adapt, and strike out ahead of the pack. By now, emotional intelligence (EQ) needs little introduction—it’s no secret that EQ is critical to your success. But knowing what EQ is and knowing how to use it to improve your life are two very different things.Emotional Intelligence 2.0 delivers a step-by-step program for increasing your EQ via four, core EQ skills that enable you to achieve your fullest potential:1) Self-Awareness2) Sel... [Read More]
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched. Eric Ries defines a startup as an organization dedicated to creating something new under conditions of extreme uncertainty. This is just as true for one person in a garage or a group of seasoned professionals in a Fortune 500 boardroom. What they have in common is a mission to penetrate that fog of uncertainty to discover a successful path to a sustainable business. The Lean Startup approach fos... [Read More]
A proven grammar-based approach that gets you communicating in Spanish with confidence, right away Easy Spanish Step by Step proves that a solid grounding in grammar basics is the key to mastering a second language. Grammatical rules and concepts are clearly explained in order of importance, and more than 300 verbs and key terms are introduced on the basis of frequency. Numerous exercises and engaging readings help learners quickly build their Spanish speaking and comprehension prowess.
The son of a zookeeper, Pi Patel has an encyclopedic knowledge of animal behavior and a fervent love of stories. When Pi is sixteen, his family emigrates from India to North America aboard a Japanese cargo ship, along with their zoo animals bound for new homes. The ship sinks. Pi finds himself alone in a lifeboat, his only companions a hyena, an orangutan, a wounded zebra, and Richard Parker, a 450-pound Bengal tiger. Soon the tiger has dispatched all but Pi, whose fear, knowledge, and cunning allow him to coexist with Richard Parker for 227 days while lost at sea. When they finally reach the... [Read More]
A 2016 Coretta Scott King Author Honor book, and recipient of the Walter Dean Myers Award for Outstanding Children’s Literature. In this New York Times bestselling novel, two teens—one black, one white—grapple with the repercussions of a single violent act that leaves their school, their community, and, ultimately, the country bitterly divided by racial tension.A bag of chips. That’s all sixteen-year-old Rashad is looking for at the corner bodega. What he finds instead is a fist-happy cop, Paul Galluzzo, who mistakes Rashad for a shoplifter, mistakes Rashad’s pleadings that he’s st... [Read More]
25th Anniversary Edition "A magnificent treasure for all cultures and all time.” --St. Petersburg Times It is November 25, 1960, and three beautiful sisters have been found near their wrecked Jeep at the bottom of a 150-foot cliff on the north coast of the Dominican Republic. The official state newspaper reports their deaths as accidental. It does not mention that a fourth sister lives. Nor does it explain that the sisters were among the leading opponents of Gen. Rafael Leónidas Trujillo’s dictatorship. It doesn’t have to. Everybody knows of Las Mariposas--the Butterflies. I... [Read More]
With X505BV-FSR, razor-sharp clarity and dazzling color unfolds right before your eyes. Clear QAM tuner is included to make cable connection as easy as possible, without an antenna. From battle scenes to car chases, MEMC
Value and quality come together beautifully in the VIZIO 50” Class 4K Ultra HD (2160P) HDR Smart LED TV (D50x-G9). With a budget-friendly combination of 4K resolution, high dynamic range, Smart TV apps, and voice
"This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. "Exceptional Service, Exceptional Profit" is a manual for winning customer loyalty that actually inspires."--
Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. "Be Our Guest" highlights
Information is power - you know that. But, how do you research the best Customer Service strategies, without spending too much of your time (and money) on it? The average person earns $ 1100 per
The former executive vice president of Walt Disney World shares indispensable rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his
Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series
From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing
Price and Jaffe assert that customer service is only needed when a company does something wrong, and that eliminating the need for service is the best way to satisfy
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