In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company’s customer service doesn’t adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today’s customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call \u201cService Calm\u201d. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

Privatization has been on the right-wing agenda for years, but now it has the power of the Bush administration behind it. Health care, schools, Social Security, public lands, the military, prisons--all are considered fair game. But does privatization really serve the public good? Or is it a payoff to powerful corporations intent on replacing the government with a Òprivate profit culture,Ó in which there is no meaningful public accountability and the bottom line rules all? In this powerful book, legendary activist Si Kahn and public philosopher Elizabeth Minnich argue that privatization is a threat whose seriousness few appreciate. Kahn and Minnich expose the damage privatization has done in several specific areas of society, as well as to society as a whole. They argue that corporations are, by their very nature, unable to effectively fulfill what have traditionally been the responsibilities of government. Some things that are worth doing simply canÕt, indeed shouldnÕt, be done purely for profit. Unless there is a balance between the public and private sectors, vulnerable populations will be chronically underserved and critical public functions will be under-funded to the point of virtual elimination. Privatization is usually dealt with in dry economic terms, but Kahn and Minnich take an unusual and lively approach to the issue. Combining stories, analysis, impassioned argument, and even song lyrics, they discuss how the concept of privatization has evolved and look at the different forces that work for and against it, emphasizing the extreme anti-government ideology motivating many privatization advocates. And they outline principles and practices for combating privatization and its proponents. The Fox in the Henhouse makes a powerful case that the market is not the measure of all things, and that a vital public sector is an indispensable component of a healthy democracy.Privatization has been on the right-wing agenda for years, but now it has the power of the Bush administration behind it. Health care, schools, Social Security, public lands, the military, prisons--all are considered fair game. But does privatization really serve the public good? Or is it a payoff to powerful corporations intent on replacing the government with a Òprivate profit culture,Ó in which there is no meaningful public accountability and the bottom line rules all? In this powerful book, legendary activist Si Kahn and public philosopher Elizabeth Minnich argue that privatization is a threat whose seriousness few appreciate. Kahn and Minnich expose the damage privatization has done in several specific areas of society, as well as to society as a whole. They argue that corporations are, by their very nature, unable to effectively fulfill what have traditionally been the responsibilities of government. Some things that are worth doing simply canÕt, indeed shouldnÕt, be done purely for profit. Unless there is a balance between the public and private sectors, vulnerable populations will be chronically underserved and critical public functions will be under-funded to the point of virtual elimination. Privatization is usually dealt with in dry economic terms, but Kahn and Minnich take an unusual and lively approach to the issue. Combining stories, analysis, impassioned argument, and even song lyrics, they discuss how the concept of privatization has evolved and look at the different forces that work for and against it, emphasizing the extreme anti-government ideology motivating many privatization advocates. And they outline principles and practices for combating privatization and its proponents. The Fox in the Henhouse makes a powerful case that the market is not the measure of all things, and that a vital public sector is an indispensable component of a healthy democracy.

• Read a transcript of Amy Goodman's interview with Si and Elizabeth on Democracy Now!
• A legendary activist and a distinguished public philosopher address a timely but complex issue in a way that is accessible and compelling
• Evaluates privatization not just economically, but in social, political, and human terms
• Offers principles and practices for creating alternatives to privatization and strengthening the public sector

This newly updated and revised edition of the classic (60,000 copies sold) celebrates the global growth of the THEORY U phenomenon and its evolution in multiple industries worldwide.
Access the deepest source of inspiration and vision

We live in a time of massive institutional failure that manifests in the form of three major divides: the ecological, the social, and the spiritual. Addressing these challenges requires a new consciousness and collective leadership capacity. In this groundbreaking book, Otto Scharmer invites us to see the world in new ways and in so doing discover a revolutionary approach to learning and leadership.

In most large systems today, we collectively create results that no one wants. What keeps us stuck in such patterns of the past? It's our blind spot, that is, our lack of awareness of the inner place from which our attention and intention originate. By moving through Scharmer's U process, we consciously access the blind spot and learn to connect to our authentic Self-the deepest source of knowledge and inspiration. Theory U offers a rich diversity of compelling stories, examples, exercises, and practices that allow leaders, organizations, and larger systems to cosense and coshape the future that is wanting to emerge.

This second edition features a new preface in which Scharmer identifies five transformational trends and describes U process case stories around the world. There are also eight color drawings by Kelvy Bird that capture U journey applications and illustrate the concepts in the book, as well as new resources for applying the principles and practices.

The definitive introduction for changemakers new to the world of nonprofit and small business boards of directors.

Bust the status quo of board room administrative tedium and passive participation to contribute to meaningful social transformation and impact in your organization. Authors Jukanovich and West offer changemakers new to the boardroom the mindset and strategies necessary to make a difference in the organizations they lead.

Mission-based, socially responsible, and transformational organizations are needed more today than ever. And the boards that lead them must be in tune with their stakeholder's culture. But so often they are held back by ineffective decision making and a lack of interpersonal trust.

This book breaks down the key elements of a successful boardroom and how to achieve them. From onboarding diverse talent to establishing trust through accountability, you will have the tools and actionable techniques needed to effectively make a difference in the world with healthier boardroom practices.

Cats don't worry about what others think; they follow their instincts, leap with confidence, and always land on their feet. In this wise and whimsical guide, Mary Hessler-Key's "Jazzie the Cat" shows humans how to follow her feline example and take charge of their careers and their lives. Through thirteen simple lessons drawn from her life as a cat, she takes readers through "purrfected" techniques for motivating a start-up venture, taking more initiative in their jobs, or defining the next step in a career transition.

An increasing number of people are working independently within organizations or starting their own businesses. They need practical advice they can digest quickly and put to use immediately. Jazzie offers up the basic tenets of an entrepreneurial approach to life and work in an accessible format that's both humorous and profound. From doing what comes naturally, to finding the right niche, to improving their strategy, to listening to "the meowing within," Jazzie's advice helps would-be entrepreneurs and intrapreneurs everywhere find their place in the sun.

More engaging and down-to-earth than other career guides, The Entrepreneurial Cat combines the enthralling illustrations of an award-winning artist with the enlightening insights of an experienced consultant for readers of all ages and career levels. The book concludes with a do-it-yourself "Cats-Can" section that gives readers the space to evaluate their talents and goals and poses thought-provoking questions that spur creativity, spark motivation, and inspire the formulation of successful career strategies.

• Cat lovers and non-cat lovers alike will delight in this humorous, colorfully illustrated guide to being more proactive and fulfilled in their business lives
• The charming character "Jazzie the Cat" offers 13 basic tenets that help readers build a positive "cattitude" for creating or revamping their careers
• An innovative "Cats-Can!" section delivers personal self-analysis and tools for putting the book's principles into practice

The ability to write well correlates highly with the ability to think well—to analyze information, weigh alternatives, and make decisions. Government managers must make instructions and policies clear to employees, give effective presentations, and communicate effectively with the public. In addition, government managers must model clear, effective writing for their staffs. A comprehensive chapter on using social media effectively and appropriately is included.