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Leadership coach, consultant, and keynote speaker Steve Arneson, named one of the country's top 25 leadership coaches by Leadership Excellence Magazine, helps aspiring leaders overcome cutbacks in corporate training and "pull themselves up" the leadership ladder in 50 practical, tested tips.
Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now.
Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now.
Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Helps professional women experiencing feelings of disempowerment and dissatisfaction regain the confidence, courage, and energy to take control of their lives
Identifies 12 crises professional women face today and offers specific advice and tools for overcoming them
Draws on interviews with over one hundred women, offering inspiring stories and practical advice for addressing and resolving disempowerment
Thousands of professional women, though outwardly successful, find themselves in the midst of a crisis, believing that they’ve sacrificed meaning, fulfillment, and balance in their lives to achieve work-related success. Their lives feel unmanageable—and they are confused, blocked, overwhelmed and unable to move forward effectively. Kathy Caprino sheds light on this growing epidemic of disempowerment and shows women how to reinvigorate and reclaim their lives.
Breakdown, Breakthrough uses a comprehensive coaching, behavioral, and spiritual framework to explore how women can restore their power and reconnect with their life visions as they awake from the paralysis of professional dissatisfaction and personal diminishment. Caprino outlines a new model for understanding disempowerment, one that focuses on women’s relationships with themselves, with others, with the world, and with what she calls their higher selves. She identifies twelve specific challenges professional women face and offers concrete, practical advice for overcoming each one—helping readers “step back, let go of what is holding them back, and say yes” to creating a compelling and rewarding next chapter of life and work.
This is also a deeply personal book. Caprino candidly discusses her own struggles with crippling feelings of disempowerment, and shares moving stories and heartfelt advice gleaned from her interviews with over one hundred women who experienced and overcame the crises she describes. Breakdown, Breakthrough offers working women who are stressed, stuck, and dissatisfied access to new inspiration, hope, and a definite plan of action.
Thousands of professional women, though outwardly successful, find themselves in the midst of a crisis, believing that they've sacrificed meaning, fulfillment, and balance in their lives to achieve work-related success. Their lives feel unmanageable—and they are confused, blocked, overwhelmed and unable to move forward effectively. Kathy Caprino sheds light on this growing epidemic of disempowerment and shows women how to reinvigorate and reclaim their lives.
Breakdown, Breakthrough uses a comprehensive coaching, behavioral, and spiritual framework to explore how women can restore their power and reconnect with their life visions as they awake from the paralysis of professional dissatisfaction and personal diminishment. Caprino outlines a new model for understanding disempowerment, one that focuses on women's relationships with themselves, with others, with the world, and with what she calls their higher selves. She identifies twelve specific challenges professional women face and offers concrete, practical advice for overcoming each one—helping readers “step back, let go of what is holding them back, and say yes” to creating a compelling and rewarding next chapter of life and work.
This is also a deeply personal book. Caprino candidly discusses her own struggles with crippling feelings of disempowerment, and shares moving stories and heartfelt advice gleaned from her interviews with over one hundred women who experienced and overcame the crises she describes. Breakdown, Breakthrough offers working women who are stressed, stuck, and dissatisfied access to new inspiration, hope, and a definite plan of action.
Breakdown, Breakthrough uses a comprehensive coaching, behavioral, and spiritual framework to explore how women can restore their power and reconnect with their life visions as they awake from the paralysis of professional dissatisfaction and personal diminishment. Caprino outlines a new model for understanding disempowerment, one that focuses on women's relationships with themselves, with others, with the world, and with what she calls their higher selves. She identifies twelve specific challenges professional women face and offers concrete, practical advice for overcoming each one—helping readers “step back, let go of what is holding them back, and say yes” to creating a compelling and rewarding next chapter of life and work.
This is also a deeply personal book. Caprino candidly discusses her own struggles with crippling feelings of disempowerment, and shares moving stories and heartfelt advice gleaned from her interviews with over one hundred women who experienced and overcame the crises she describes. Breakdown, Breakthrough offers working women who are stressed, stuck, and dissatisfied access to new inspiration, hope, and a definite plan of action.
To help mid-life professional women in crisis self-assess and address the sudden realization that their work may no longer be positive, meaningful, or productive to them, psychotherapist and coach Kathy Caprino offers readers a roadmap for overcoming disempowerment and reclaiming both personal strength and trust in themselves.
Top consultant Sarah Beaulieu offers a five-part framework that enables employees to have difficult but necessary conversations about sexual harassment and violence and develop new, better ways of working together.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
Top consultant Sarah Beaulieu offers a five-part framework that enables employees to have difficult but necessary conversations about sexual harassment and violence and develop new, better ways of working together.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
Top consultant Sarah Beaulieu offers a five-part framework that enables employees to have difficult but necessary conversations about sexual harassment and violence and develop new, better ways of working together.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
In the wake of the #MeToo movement, employees and leaders are struggling with how to respond to the pervasiveness of sexual harassment. Most approaches simply emphasize knowing and complying with existing laws. But people need more than lists of dos and don'ts-they need to learn how to navigate this uncertain, emotionally charged terrain. Sarah Beaulieu provides a new skills-based approach to addressing sexual harassment prevention and response in the workplace, including using underdeveloped skills like empathy, situational awareness, boundary setting, and intervention.
Beaulieu outlines a five-part framework for having conversations about sexual harassment: Know the Facts; Feel Uncomfortable; Get Curious, Not Furious; See the Whole Picture; and Embrace Practical Questions. By embracing these conversations, we can break the cycle of avoidance and silence that makes our lives and workplaces feel volatile and unsafe. Grounded in storytelling, humor, and dozens of real-life scenarios, this book introduces the idea of uncomfortable conversation as the core skill required to enable everyone to bring their full talent and contributions to safe and respectful workplaces.
Build Extraordinary Trust and Lead Your Team to a Higher Plane
For former US Air Force Thunderbirds' commander and demonstration leader JV Venable, inspiring teamwork was literally a matter of life and death. On maneuvers like the one pictured on the cover, the distance between jets was just eighteen inches. Closing the gaps to sustain that kind of separation requires the highest levels of trust.
On the ground or in the air, from line supervisor to CEO, we all face the same challenge. Our job is to entice those we lead to close the gaps that slow the whole team down—gaps in commitment, loyalty, and trust. Every bit of closure requires your people to let go of biases and mental safeguards that hold them back. The process the Thunderbirds use to break that barrier and craft the highest levels of trust on a team with an annual turnover of 50 percent is nothing short of phenomenal. That process is packaged here with tips and compelling stories that will help you build the team of a lifetime.
For former US Air Force Thunderbirds' commander and demonstration leader JV Venable, inspiring teamwork was literally a matter of life and death. On maneuvers like the one pictured on the cover, the distance between jets was just eighteen inches. Closing the gaps to sustain that kind of separation requires the highest levels of trust.
On the ground or in the air, from line supervisor to CEO, we all face the same challenge. Our job is to entice those we lead to close the gaps that slow the whole team down—gaps in commitment, loyalty, and trust. Every bit of closure requires your people to let go of biases and mental safeguards that hold them back. The process the Thunderbirds use to break that barrier and craft the highest levels of trust on a team with an annual turnover of 50 percent is nothing short of phenomenal. That process is packaged here with tips and compelling stories that will help you build the team of a lifetime.
Build Extraordinary Trust and Lead Your Team to a Higher Plane
For former US Air Force Thunderbirds' commander and demonstration leader JV Venable, inspiring teamwork was literally a matter of life and death. On maneuvers like the one pictured on the cover, the distance between jets was just eighteen inches. Closing the gaps to sustain that kind of separation requires the highest levels of trust.
On the ground or in the air, from line supervisor to CEO, we all face the same challenge. Our job is to entice those we lead to close the gaps that slow the whole team down—gaps in commitment, loyalty, and trust. Every bit of closure requires your people to let go of biases and mental safeguards that hold them back. The process the Thunderbirds use to break that barrier and craft the highest levels of trust on a team with an annual turnover of 50 percent is nothing short of phenomenal. That process is packaged here with tips and compelling stories that will help you build the team of a lifetime.
For former US Air Force Thunderbirds' commander and demonstration leader JV Venable, inspiring teamwork was literally a matter of life and death. On maneuvers like the one pictured on the cover, the distance between jets was just eighteen inches. Closing the gaps to sustain that kind of separation requires the highest levels of trust.
On the ground or in the air, from line supervisor to CEO, we all face the same challenge. Our job is to entice those we lead to close the gaps that slow the whole team down—gaps in commitment, loyalty, and trust. Every bit of closure requires your people to let go of biases and mental safeguards that hold them back. The process the Thunderbirds use to break that barrier and craft the highest levels of trust on a team with an annual turnover of 50 percent is nothing short of phenomenal. That process is packaged here with tips and compelling stories that will help you build the team of a lifetime.
All team leaders worry and wonder about improving team performance. Using his experience leading the precision Thunderbirds aerobatic team, Venable shows that "closing the gaps" is the job of leaders and followers alike.
As a pilot, commander, and demonstration leader for the Thunderbirds, JV Venable gained key insights into team performance. Organizations need leaders who will minimize emotional friction and the gaps in alignment that slow teams down. But leaders can't do it all. To illustrate this, JV borrows a phenomenon common to racing and aerobatic teams alike: "drafting." When teams of bikes, cars, or jets are aligned and move in perfect formation, everyone shares the load of breaking resistance. But if the team is misaligned, or gaps between members grow by mere inches, the draft falters and the load falls back on the leader. Everybody loses.
JV's book gives teams and team leaders new tools for improving alignment and fostering closeness through commitment, loyalty, and trust. When trust is complete, team members move quickly to "close the gaps" and take on more of the load. This allows leaders to focus less on giving orders, and more on the road ahead.
Thunderbird pilots operate on a level of trust that allows them to sustain 18 inches between jets, which is all the more remarkable as the team experiences 50% turnover every year. JV's experience leading one of the most celebrated teams in the world makes for an unforgettable handbook. Can your team fly higher?
As a pilot, commander, and demonstration leader for the Thunderbirds, JV Venable gained key insights into team performance. Organizations need leaders who will minimize emotional friction and the gaps in alignment that slow teams down. But leaders can't do it all. To illustrate this, JV borrows a phenomenon common to racing and aerobatic teams alike: "drafting." When teams of bikes, cars, or jets are aligned and move in perfect formation, everyone shares the load of breaking resistance. But if the team is misaligned, or gaps between members grow by mere inches, the draft falters and the load falls back on the leader. Everybody loses.
JV's book gives teams and team leaders new tools for improving alignment and fostering closeness through commitment, loyalty, and trust. When trust is complete, team members move quickly to "close the gaps" and take on more of the load. This allows leaders to focus less on giving orders, and more on the road ahead.
Thunderbird pilots operate on a level of trust that allows them to sustain 18 inches between jets, which is all the more remarkable as the team experiences 50% turnover every year. JV's experience leading one of the most celebrated teams in the world makes for an unforgettable handbook. Can your team fly higher?
Think about the last time you tried to talk with someone who didn't already agree with you about issues that matter most. How well did it go?
These conversations are vital, but too often get stuck. They become contentious or we avoid them because we fear they might. What if, in these difficult conversations, we could stay true to ourselves while enriching relationships and creating powerful pathways forward? What if our divergent values provided healthy fuel for dialogue and innovation instead of gridlock and polarization? Jason Jay and Gabriel Grant invite us into a spirit of serious play, laughing at ourselves while moving from self-reflection to action. Using enlightening exercises and rich examples, Breaking through Gridlock helps us become aware of the role we unwittingly play in getting conversations stuck. It empowers us to share what really matters – with anyone, anywhere – so that together we can create positive change in our families, organizations, communities, and society.
These conversations are vital, but too often get stuck. They become contentious or we avoid them because we fear they might. What if, in these difficult conversations, we could stay true to ourselves while enriching relationships and creating powerful pathways forward? What if our divergent values provided healthy fuel for dialogue and innovation instead of gridlock and polarization? Jason Jay and Gabriel Grant invite us into a spirit of serious play, laughing at ourselves while moving from self-reflection to action. Using enlightening exercises and rich examples, Breaking through Gridlock helps us become aware of the role we unwittingly play in getting conversations stuck. It empowers us to share what really matters – with anyone, anywhere – so that together we can create positive change in our families, organizations, communities, and society.
Think about the last time you tried to talk with someone who didn't already agree with you about issues that matter most. How well did it go?
These conversations are vital, but too often get stuck. They become contentious or we avoid them because we fear they might. What if, in these difficult conversations, we could stay true to ourselves while enriching relationships and creating powerful pathways forward? What if our divergent values provided healthy fuel for dialogue and innovation instead of gridlock and polarization? Jason Jay and Gabriel Grant invite us into a spirit of serious play, laughing at ourselves while moving from self-reflection to action. Using enlightening exercises and rich examples, Breaking through Gridlock helps us become aware of the role we unwittingly play in getting conversations stuck. It empowers us to share what really matters – with anyone, anywhere – so that together we can create positive change in our families, organizations, communities, and society.
These conversations are vital, but too often get stuck. They become contentious or we avoid them because we fear they might. What if, in these difficult conversations, we could stay true to ourselves while enriching relationships and creating powerful pathways forward? What if our divergent values provided healthy fuel for dialogue and innovation instead of gridlock and polarization? Jason Jay and Gabriel Grant invite us into a spirit of serious play, laughing at ourselves while moving from self-reflection to action. Using enlightening exercises and rich examples, Breaking through Gridlock helps us become aware of the role we unwittingly play in getting conversations stuck. It empowers us to share what really matters – with anyone, anywhere – so that together we can create positive change in our families, organizations, communities, and society.
Conversations about social change devolve quickly into conflict when participants don't agree. Experienced practitioners Jason Jay and Gabriel Grant offer advocates and aspiring change agents six easy steps for opening the lines of communication when conversations get stuck.
The tough problems in the world are made harder when we can't even talk about them. We try to address issues that matter, but conversations break down because they become emotionally charged and we lose sight of our common goals. Scarred from these breakdowns with coworkers, family, and friends, we find it easier and safer to stick with people who already agree with us.
Getting unstuck requires the courage to confront our own inner contradictions and then to re-engage with people in a newly authentic way. This book invites readers to join in a spirit of serious play, laughing at ourselves as we take on the important work of self-reflection and renewing our conversations. Breaking through Gridlock includes six steps and a series of proven exercises to help readers along the way. We encourage readers to invite a friend to join them on the journey.
The tough problems in the world are made harder when we can't even talk about them. We try to address issues that matter, but conversations break down because they become emotionally charged and we lose sight of our common goals. Scarred from these breakdowns with coworkers, family, and friends, we find it easier and safer to stick with people who already agree with us.
Getting unstuck requires the courage to confront our own inner contradictions and then to re-engage with people in a newly authentic way. This book invites readers to join in a spirit of serious play, laughing at ourselves as we take on the important work of self-reflection and renewing our conversations. Breaking through Gridlock includes six steps and a series of proven exercises to help readers along the way. We encourage readers to invite a friend to join them on the journey.
Traditional business analysis jobs are going away and are not coming back. BA tools are growing up, and typical BA tasks are being automated and commoditized. Instead of being regarded as documenters, BAs are being sought out to focus on strategy, innovation, and leadership.
Breakthrough Business Analysis: Implementing and Sustaining a Value-Based Practice provides a framework for implementing a BA practice that is strategically positioned and value-based. Realizing the positive impacts of a value-based BA practice could very well mean the difference between success and failure for businesses negotiating 21st century challenges.
Value-based business analysis centers on strategy execution, world-class enterprise capabilities, and delivery of innovative products and services. The framework for implementing and sustaining a value-based BA practice involves three phases:
1. Readiness: “Is our organization ready?”
2. Implementation: “How do we build the BA practice?”
3. Sustainability: “How do we institutionalize and continue to improve BA practices?”
Take the lead and be your organization's champion of a value-based, breakthrough BA practice that is focused on value to the customer and wealth to the bottom line.
Breakthrough Business Analysis: Implementing and Sustaining a Value-Based Practice provides a framework for implementing a BA practice that is strategically positioned and value-based. Realizing the positive impacts of a value-based BA practice could very well mean the difference between success and failure for businesses negotiating 21st century challenges.
Value-based business analysis centers on strategy execution, world-class enterprise capabilities, and delivery of innovative products and services. The framework for implementing and sustaining a value-based BA practice involves three phases:
1. Readiness: “Is our organization ready?”
2. Implementation: “How do we build the BA practice?”
3. Sustainability: “How do we institutionalize and continue to improve BA practices?”
Take the lead and be your organization's champion of a value-based, breakthrough BA practice that is focused on value to the customer and wealth to the bottom line.
Traditional business analysis jobs are going away and are not coming back. BA tools are growing up, and typical BA tasks are being automated and commoditized. Instead of being regarded as documenters, BAs are being sought out to focus on strategy, innovation, and leadership.
Breakthrough Business Analysis: Implementing and Sustaining a Value-Based Practice provides a framework for implementing a BA practice that is strategically positioned and value-based. Realizing the positive impacts of a value-based BA practice could very well mean the difference between success and failure for businesses negotiating 21st century challenges.
Value-based business analysis centers on strategy execution, world-class enterprise capabilities, and delivery of innovative products and services. The framework for implementing and sustaining a value-based BA practice involves three phases:
1. Readiness: “Is our organization ready?”
2. Implementation: “How do we build the BA practice?”
3. Sustainability: “How do we institutionalize and continue to improve BA practices?”
Take the lead and be your organization's champion of a value-based, breakthrough BA practice that is focused on value to the customer and wealth to the bottom line.
Breakthrough Business Analysis: Implementing and Sustaining a Value-Based Practice provides a framework for implementing a BA practice that is strategically positioned and value-based. Realizing the positive impacts of a value-based BA practice could very well mean the difference between success and failure for businesses negotiating 21st century challenges.
Value-based business analysis centers on strategy execution, world-class enterprise capabilities, and delivery of innovative products and services. The framework for implementing and sustaining a value-based BA practice involves three phases:
1. Readiness: “Is our organization ready?”
2. Implementation: “How do we build the BA practice?”
3. Sustainability: “How do we institutionalize and continue to improve BA practices?”
Take the lead and be your organization's champion of a value-based, breakthrough BA practice that is focused on value to the customer and wealth to the bottom line.