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FREE EXCERPT: A Complaint Is a Gift: Recovering Customer Loyalty When Things ...
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces ...
From: Berrett-Koehler
FREE EXCERPT: The Appreciative Inquiry Handbook, 2nd Edition
One of today’s most popular change methods, Appreciative Inquiry (AI) has been used to undertake transformational initiatives in dozens of organizations, ranging from McDonald’s to the U....
From: Berrett-Koehler
FREE EXCERPT: Be Big: Step Up, Step Out, Be Bold
Too many people have decided that the safest way to get through life is to be small. But organizations need people to step up and be big. People have to bring more of themselves to the wo...
From: Berrett-Koehler
FREE EXCERPT: Community: The Structure of Belonging
Most of our communities are fragmented and at odds within themselves. Businesses, social services, education, and health care each live within their own worlds. The same is true of indivi...
From: Berrett-Koehler
FREE EXCERPT: Courageous Training: Bold Actions for Business Results
Dozens of books have been written about how to do training more effectively, with more impact, and so on. Yet despite all that well-meaning advice, of the $70 billion spent on training in...
From: Berrett-Koehler
FREE EXCERPT: Crunch: Why Do I Feel So Squeezed? (And Other Unsolved Economic...
If you’d like some straight answers, premier economist Jared Bernstein is here to help. In Crunch he responds to dozens of questions he has fielded from working Americans, questions that ...
From: Berrett-Koehler
FREE EXCERPT: Cracking the Code: How to Win Hearts, Change Minds, and Restore...
Millions of working Americans talk, act, and vote as if their economic interests match those of the megawealthy, the multinational corporations, and the politicians who do their bidding. ...
From: Berrett-Koehler
FREE EXCERPT: Dignity For All: How to Create a World Without Rankism
In his books Somebodies and Nobodies and All Rise, Robert Fuller exposed rankism—abuse of the power inherent in rank to exploit or humiliate someone of lower rank. In Dignity for All, Ful...
From: Berrett-Koehler
FREE EXCERPT: Don't Just Do Something, Stand There!
This practical guide details ten key principles that will profoundly change the way you think about, organize, and lead the meetings that matter most. Rather than trying to change anyone'...
From: Berrett-Koehler
FREE EXCERPT: Eat That Frog! 21 Great Ways to Stop Procrastinating and Get Mo...
There's an old saying that if the first thing you do each morning is to eat a live frog, you'll have the satisfaction of knowing that it's probably the worst thing you'll do all day. Usin...
From: Berrett-Koehler
FREE EXCERPT: Family Activism: Empowering Your Community, Beginning with Fami...
We live in a world that needs radical transformation if our children and grandchildren are to live healthy, peace-filled lives. But where to start? In this inspiring new book, activist Ro...
From: Berrett-Koehler
FREE EXCERPT: Flight Plan: The Real Secret of Success
In Flight Plan, Brian Tracy reveals the real keys to accomplishing any long-term, meaningful success. Using the metaphor of an airplane trip, Flight Plan helps you chart a course to grea...
From: Berrett-Koehler
FREE EXCERPT: Framing The Future: How Progressive Values Can Win Elections an...
Drawing on rigorous polling data and his own experience as a veteran political consultant, Bernie Horn explains how persuadable voters think about issues and make political decisions and ...
From: Berrett-Koehler
FREE EXCERPT: Get There Early: Seeing the Future to Compete in the Present
These days, every leader struggles with a paradox: you can’t predict the future, but you have to be able to make sense of it to thrive. In the age of the Internet, everyone knows what’s n...
From: Berrett-Koehler
FREE EXCERPT: Leadership and Self-Deception: Getting Out of the Box
From the Arbinger Institute, a consortium of scholars, business leaders, and professionals, LEADERSHIP AND SELF-DECEPTION is the first book to reveal this foremost, critical cause of lead...
From: Berrett-Koehler
