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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the 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.

We are living through a period of unprecedented uncertainty and upheaval in both our personal and professional lives. So it should come as a surprise to exactly no one that trust, human connection, and mental well-being are all on the decline. This may seem like no laughing matter. Yet, the research shows that humor and laughter are among the most valuable tools we have at our disposal for strengthening bonds and relationships, diffusing stress and tension, boosting resilience, and performing when the stakes are high.

A seminal and controversial figure in the history of political thought and public relations, Edward Bernays pioneered the scientific technique of shaping and manipulating public opinion, which he famously dubbed the "engineering of consent". During World War I, he was an integral part of the US Committee on Public Information, or CPI, a powerful propaganda apparatus that was mobilized to package, advertise, and sell the war to the American people as one that would "Make the World Safe for Democracy".

Buy the Workbook Used at Stanford Continuing Studies to Teach Social Media Marketing for business. 2025 UPDATED EDITION - all info verified, and a NEW chapter on 'Marketing Basics,' plus continuing analysis of TikTok, as well as revisions on LinkedIn, Facebook and other major platforms.

There are millions of self-help books that all promise the secret to obtaining a happy life - a successful career, lots of money, loving relationships, a defined and firm sense of morality; whatever could possibly define "happiness" for one person. But nothing is possibly more subjective than happiness. Everyone thinks of happiness as something different, but what they think may not actually be true.

Oui, les trois premières minutes d'une rencontre sont les plus importantes ! Tout se joue entre deux interlocuteurs pendant cette si courte période. Pour que la première impression soit la meilleure possible, il existe des techniques, des trucs, des secrets. Grâce aux dernières découvertes sur les secrets d'une bonne communication (analyse transactionnelle, PNL...) il est possible de "plaire à tous les coups" ; un peu, beaucoup (à la folie ?) et dans toutes les situations.

Let’s face it: Recent years have been tough on optimists. Hopes that the Internet might bring people together have been crushed by the ills of social media. Is there a way back? As head of TED, Chris Anderson has had a ringside view of the world’s boldest thinkers sharing their most uplifting ideas. Inspired by them, he believes that it’s within our grasp to turn outrage back into optimism. It all comes down to reimagining one of the most fundamental human virtues: generosity. What if generosity could become infectious generosity?

First published in 1991, Backlash made headlines and became a best-selling classic for its thoroughgoing debunking of a decade-long antifeminist backlash against women’s advances. As Faludi writes in a new preface for this edition, much has changed in the intervening years. This startling and essential book helps explain why women’s freedoms are still so demonized and threatened - and urges us to choose a different future.

Human behavior professor and award-winning executive career coach Melody Wilding has helped thousands of clients advocate for their needs at work while navigating the minefield of office politics. In this clear, tactical guide, Wilding shows you how to operate from a position of power—even if you lack formal authority—to build the emotional intelligence, relational capital, and negotiation savvy to succeed in a world of competing stakeholders and remote work.

You are a mind reader, born with an extraordinary ability to understand what others think, feel, believe, want, and know. It's a sixth sense you use every day, in every personal and professional relationship you have. At its best, this ability allows you to achieve the most important goal in almost any life: connecting, deeply and intimately and honestly, to other human beings. At its worst, it is a source of misunderstanding and unnecessary conflict, leading to damaged relationships and broken dreams. How good are you at knowing the minds of others?

Negotiation is not a zero-sum game. It’s an essential skill for your career that can also improve your closest relationships and your everyday life. Still, people often shy away from it, feeling defeated before they’ve even started. In this groundbreaking new book on negotiation, Alexandra Carter - Columbia law professor and mediation expert who has helped students, business professionals, the United Nations, and more - offers a straightforward accessible approach anyone can use to ask for and receive more.

Difficult Conversations teaches you how to handle even the toughest conversations more effectively and with less anxiety. Based on 15 years of work at Harvard Negotiation Project and consultations with thousands of people, the authors answer the question: When people confront the conversations they dread the most, what works? Difficult Conversations walks you through a proven, concrete, step-by-step approach for understanding and conducting tough conversations.

Why can salamanders grow new legs, and young children grow new fingertips, but adult humans can't regenerate? What is the electricity that flows through the human body? Is it the same thing that the Chinese call Qi? If so, what does Chinese medicine know that Western medicine ignores? Dan Keown's highly accessible, witty, and original book shows how Western medicine validates the theories of Chinese medicine and how Chinese medicine explains the mysteries of the body that Western medicine largely ignores.

Can you actively improve your mindset? You can. And depending on your tenacity, you can continue to grow it stronger and stronger. OK, I'm willing to do the work. Is there a clear path? There is. And along that path, your mindset will grow as you practice some straight forward mental habits. Once you learn the building blocks, you'll be challenged to use those skills. No practice required. Your mindset strengthens by doing. And you'll see the results immediately in your own life.

Women are the future of American business. According to a recent Nielsen report, women will control two-thirds of American consumer wealth in less than a decade. And yet almost all business and success literature is still written for men - dispensing advice that doesn't take into account women's unique strengths or address the demands of family life on mothers.

Everyone would benefit from seeing further into the future, whether buying stocks, crafting policy, launching a new product, or simply planning the week's meals. Unfortunately, people tend to be terrible forecasters. As Wharton professor Philip Tetlock showed in a landmark 2005 study, even experts' predictions are only slightly better than chance. However, an important and underreported conclusion of that study was that some experts do have real foresight.

To a degree both engrossing and alarming, the story of fast food is the story of postwar America. Fast Food Nation is a groundbreaking work of investigation and cultural history that may change the way America thinks about the way it eats.

Unlock your originality and unleash your unique talents with this simple guide from the acclaimed author of Think Like a Rocket Scientist. We say some people march to the beat of a different drummer. But implicit in this cliché is that the rest of us march to the same beat. We sleepwalk...

Leonard Mlodinow, the best-selling author of The Drunkard’s Walk and coauthor of The Grand Design (with Stephen Hawking), gives us a startling and eye-opening examination of how the unconscious mind shapes our experience of the world and how, for instance, we often misperceive our relationships with family, friends, and business associates, misunderstand the reasons for our investment decisions, and misremember important events.

New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of "Crush It!" and "The Thank You Economy" with a fresh spin, "Jab, Jab, Jab, Right Hook" is a blueprint to social media marketing strategies that really works. When managers and marketers outline their social media strategies, they plan for the "right hook"—their next sale or campaign that's going to knock out the competition.