Behavior Change

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn...

Read by the author. Are you tired of living life scared or following the status quo? Heather Thompson Day challenges readers to remember what it felt like to believe in themselves before the world told them who they should be and what they should do. What If I’m Wrong? explores the chasm...

From one of the world’s top researchers on work and technology comes an insightful and surprising guide to protecting your skill in a world filling with AI and robots. Think of your most valuable skill, the thing you can reliably do under pressure to deliver results. How did you learn it?...

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers...

Often, we know what we should be doing to improve our health, increase wellbeing and get the most from ourselves and life but we also know that maintaining new habits is hard. On the one hand, change is hard work, but on the other hand, we know life would be so much better if we did make positive changes. This book is therefore layered throughout with psychological information, techniques and activities which are known to help create positive behaviour change. This book is a must have for anyone wanting more control of themselves and to steer their life towards a more fulfilling and contented future.

Wall Street Journal Bestseller "The pick of 2014's management books." –Andrew Hill, Financial Times "One of the top business books of the year." –Harvey Schacter, The Globe and Mail Bestselling author, Robert Sutton and Stanford colleague, Huggy Rao tackle a challenge that determines every...

Read by the author. What qualities come to mind when you think about a good leader? Good listener, empathetic, good communication skills, humble, and clear expectations. Whether you're leading a small or large team, How to Be a Leader by former Honeywell CEO David Cote is a resource that will...

Set aside ineffective practices, such as scolding, ignoring the offense, or merely administering punishment. Ginger Hubbard, the bestselling author of Don’t Make Me Count to Three!, lays out a simple, Bible-based strategy for parents to help their kids tame their tongues and walk in the...

This audiobook offers five proven principles so multinational companies can advance diversity, equity, and inclusion with a nuanced understanding of local contexts across countries and cultures. Local relevance - understanding markets and acknowledging local beliefs, regulations, and history - is essential for global success. This groundbreaking audiobook explicitly details how to take local histories, laws, and practices into account in DEI transformation work while promoting social justice worldwide.

Whereas the first edition of Beyond Performance introduced the authors' "Five Frames of Performance and Health" approach to change management, the fully revised and updated Beyond Performance 2.0 has been transformed into a truly practical "how to" guide for leaders. Every aspect of how to lead change at scale is covered in a step-by-step manner, always accompanied by practical tools and real-life examples.

A newly revised and updated edition of the influential guide that explores one of the most powerful ways to attract attention and influence behavior—fascination—and how businesses, products, and ideas can become irresistible to consumers. In an oversaturated culture defined by limited time...

Executives from The Second City—the world’s premier comedy theater and school of improvisation—reveal improvisational techniques that can help any organization develop innovators, encourage adaptable leaders, and build transformational businesses. For more than fifty years, The Second City...

In celebration of the 10th anniversary of the landmark book Freakonomics comes this curated collection from the most readable economics blog in the universe. It’s the perfect solution for the millions of readers who love all things Freakonomics. Surprising and erudite, eloquent and witty...

“DiGregorio’s storytelling is pitch-perfect; narrative and nursing, she understands, come from the same place and both are concerned with a deep understanding of character and plot….This is a brilliant book, and DiGregorio is a beautiful writer. Taking Care deserves to be on the reading...

In this groundbreaking guide, a management expert outlines the transformative leadership skill of tomorrow—one that can make it possible to build truly diverse and inclusive teams which value employees’ need to belong while being themselves. Humans have two basic desires: to stand out...

The international bestseller that will help you transform your personal and professional life by changing the way you think. Today, the pressure to achieve is intense. To be at our best, we need our minds working at peak potential. But unless you train it, your mind stays on autopilot, stuck in...

New York Times Bestseller “Ariely is a genius at understanding human behavior: no economist does a better job of uncovering and explaining the hidden reasons for the weird ways we act.” — James Surowiecki, author of The Wisdom of Crowds Behavioral economist and New York Times bestselling...

A faith-based instruction manual to help you discover the fulfilling life you were meant to live. In Becoming an Adult, Dr. Henry Cloud—co-author of the bestselling classic Boundaries—focuses on the growth, connections, separations, and choices that everyone must experience to achieve...

Drawing on advice from the world’s leading experts on conflict and communication—from relationship scientists to hostage negotiators to diplomats—Ian Leslie, a columnist for the New Statesman, shows us how to transform the heat of conflict, disagreement and argument into the light of...

Baby Boomers, Gen X, Millennials and Gen Z have different mindsets, expectations and communication styles, yet they have one thing in common: they all feel misunderstood. Being aware of each other’s needs, challenges, viewpoints, strengths—even fears, is key to unlocking the power of intergenerational collaboration in the workplace. Unlike most management books, this will use stories to reveal the origins of intergenerational conflicts, provide groundbreaking strategies to address them, and share first account best practices from leading global organizations.