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How to Wow: 68 Effortless Ways To Make Every Customer Experience Amazing
by Adrian SwinscoeLooking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
Leader's Guide to Emotional Agility: How To Use Soft Skills To Get Hard Results (The\leader's Guide Ser.)
by Kerrie FlemingThe Leader’s Guide to Emotional Agility takes a new approach to emotional intelligence in action and translates it into critical skills that every leader needs to get the most out of themselves and their people. It outlines 8 steps for achieving emotional agility and resilience: Step 1: Becoming authentic Step 2: Becoming self-aware Step 3: Becoming aware of others Step 4: Using the emotions Step 5: Understanding the emotions Step 6: Managing your own emotions Step 7: Managing the emotions of others Step 8: Mindfulness for leaders The chapters, underpinned with scientific research, offer real-life illustrations from leaders facing real challenges and triumphs, as well as exercises, case studies, tips and strategies to put these steps into action. It also includes a self-assessment at the start of the book to help you find out how emotionally agile you already are. This straight-talking guide is the ultimate guide for busy managers wanting hard advice on how to deal with the softer side of business life.
Smith's Anesthesia for Infants and Children E-Book: Expert Consult Premium
by Peter J. Davis Franklyn P. CladisWritten and edited by renowned experts in pediatric anesthesia, Smith's Anesthesia for Infants and Children provides clear, concise guidance on effective perioperative care for any type of pediatric surgery. The 10th Edition contains significantly revised content throughout, bringing you fully up to date with recent advances in clinical and basic science that have led to changes in today's clinical practice. - Offers comprehensive coverage of physiology, pharmacology, and clinical anesthetic management of infants and children of all ages. - Contains new chapters on Airway Physiology and Development, Normal and Difficult Airway Management, Ultrasound, Acute Pain Management, Chronic Pain Management, Palliative Pain Management, Infectious Diseases, and Education; plus extensively revised content on cardiovascular physiology; induction, maintenance, and recovery; organ transplantation, and more. - Features more than 100 video demonstrations, including regional anesthesia videos, echocardiograms of congenital heart lesions, anatomic dissections of various congenital heart specimens with audio explanations, various pediatric surgical operative procedures, airway management, and much more. - Provides outstanding visual guidance throughout, including full-color photographs, drawings, graphs and charts, and radiographic images. - Includes quick-reference appendices online: drug dosages, growth curves, normal values for pulmonary function tests, and a listing of common and uncommon syndromes. - Provides an interactive question bank online for review and self-assessment. - Enhanced eBook version included with purchase. Your enhanced eBook allows you to access all of the text, figures, and references from the book on a variety of devices.
Rules of Parenting, The: A Personal Code For Bringing Up Happy, Confident Children (Richard Templar's Rules Ser.)
by Richard TemplarOver 32,000 copies sold. The golden principles and behaviours to guide you smoothly through the challenges of raising children.
Brilliant Passing Psychometric Tests: Tackling Selection Tests With Confidence
by Rachel Mulvey Judith DoneAre you chasing a job that you really want, but need to get through a psychometric test to get hired? With the help of this book, you will learn exactly what the tests are like, why they matter, how to prepare for them, and how to succeed on the day. This book is packed with practice examples so that you know just what to expect, explaining how to get the right answer so you understand what you need to do to perform at your best when you’re in a test situation. Understand where and how psychometric tests fit in to the selection process Feel practised, prepared and confident Be ready to succeed in all different kinds of psychometric tests With plenty of tips, tricks and practice tests to help you, no matter what level or type of test you face, prepare to succeed! The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Influence Workout, The: The 10 steps proven to boost your powers of persuasion
by David Windle Guy MichaelsTake your performance to the next level with our tried-and-tested guide on influence. The Influence Workout has been specially developed to be clear, simple, very easy to follow and highly effective. Our unique pre-workout test will help you identify your weak and strong points and the straightforward 10-step improvement plan will show you how you can quickly boost your skills. Test yourself – Start by finding out your current confidence and knowledge of influence Follow the 10 Steps – Learn everything you need to know to become an expert influencer Take action - Experience 10 situations where you can apply your new-found skill in real life Face your fears - Take on 10 common influencing challenges to test your skills and find out how to handle them. This book really works. And just to be sure, it’s already been tested on over fifty readers just like you. Start your influence workout today and begin exercising your full potential. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Smart Solution Book, The: 68 Tools For Brainstorming, Problem Solving And Decision Making
by David CottonThe Smart Solution Book explains each tool in detail – what it is, when and how to use it, its strengths and its limitations. The tools range from quick fixes, which can be used by someone working alone, to large scale solutions which can be used by groups of 100 and more. You can also use the tools separately or in combination with each other. Frame problems so they can be solved Find a solution to even the most intractable problem Enjoy the process of problem solving, whether alone or in collaboration with others Become more creative in your thinking so that, over time, solutions begin to present themselves The Smart Solution Book will change your way of thinking about business problems: apply the techniques and see the solutions unfold. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Mastering Financial Mathematics in Microsoft Excel 2013: A Practical Guide To Business Calculations (The Mastering Series)
by Alastair DayFully updated and compliant with Excel 2013, this clearly explains the basic calculations for mathematical finance, backed up with simple templates for further use and development, and a workbook with exercises and solutions at the end of each chapter. The examples used are relevant to both managers and students in the UK and overseas. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Leader's Guide to Coaching & Mentoring, The: The Leader's Guide To Coaching And Mentoring (The\leader's Guide Ser.)
by Fiona Dent Mike BrentThe Leader’s Guide to Coaching & Mentoring is a highly practical handbook that helps managers get the most out of their people. It includes grounded advice on the practicalities of both coaching and mentoring – such as how to structure a session – as well as core content on: · The skills required for coaching and mentoring, including listening, questioning, observing body language, challenging and affirming · The established processes for coaching and mentoring, such as GROW, relational coaching, reverse mentoring and solution-focused coaching · The scenarios in which coaching and mentoring skills are particularly appropriate, for example, coaching under-performers, coaching star performers and coaching for career development There is also a handy section on the 10 pitfalls to avoid when coaching or mentoring. Written in the no-nonsense and engaging style of the other Leader’s Guide books, this is the best tool on the market for managers wanting to coach their people to optimum performance. 'In this hands-on book, Mike and Fiona highlight the real difference between conventional management and effective leadership: management is a profession, while coaching is much wider; it encourages social interaction and a focus on human relationships at work. That’s what new generations expect and respect.' Laurent Choain, Chief People & Communication Officer, Mazars Group 'It’s not always easy for managers to recognise what real coaching is, let alone its value. This book makes a compelling case for the Manager as Coach and contains real, usable examples of how to go about it.' Ian Johnston, Chief Executive, Dubai Financial Services Authority
Global Teams: How to Lead Global Teams
by Jo OwenWorking for a matrix international organisation, with its ensuing diverse global teams, based in a variety of geographic locations is a fact of life for most leaders and managers today. These teams may be permanent, or they may come together temporarily to deliver a specific project. The challenges of making decisions, setting goals, communicating, building trust and managing the team are far harder when you are separated by time, language, culture and priorities. Global Teams will enable leaders, teams and organisation to deal with the challenges they face: · How can you ensure that your global team delivers results? · How do I trade off our local goals and priorities versus the global priorities? · How do I find out what is really going on and how it will affect me? · Can I trust top management to support my agenda and me personally? · How can I lead people who I do not see and are not like me? Based on original research with some of the world’s leading companies, Global Teams is the definitive, practical guide on making the sharp end of globalisation work for you and your organisation. “In this book, Jo Owen provides not only a thorough understanding of what make a “global” organization effective, but also ideas and reflections on how to go about it, in a way that is neither simplistic nor dogmatic. Great read.” Bertrand Lavayssiere, Ayres and Co. Strategy Consultancy “A perk of my job is that I get paid to read and review books. Nothing thrills me more than to know that one of my favourite management authors, Mr Jo Owen, has another book published. I enjoy reading his perspectives on the various aspects of management as he provides insights that can be easily digested by anybody yet has the necessary depth to help you with the skills needed in management. His latest offering showcases research that he has extensively carried out and provides astute insights that will benefit any executive from any level of management, be it middle or senior management. Quickly bookmark this for your “to-read list” as it is a useful, insightful read.” Sadie Jane Nunis, Singapore Institute of Management, Publications Manager “Jo Owen has done it again – spotted a big gap in the literature and filled it elegantly and effectively with this splendidly readable, comprehensive, practical, and evidence-based treatment of a topic that is really challenging to our globalizing business world. Packed with great examples and quotes Owen leads the reader through the toughest and most interesting challenges in cross-cultural management: leadership, team dynamics, business context and systems, cultural intelligence and conflict resolution. This should be the first item for global managers to put in their hand luggage.” Nigel Nicholson, Professor, London Business School, author of “The ‘I’ of Leadership: Strategies for seeing being and doing” (Jossey-Bass, 2013) "Original and practical book on a vital topic which no one has looked at in depth before; simple and clear to read; lots of real world case examples; escapes the normal orthodoxy where globalisation means spreading western practice." Alberto Forchielli. Managing Partner, Mandarin Capital Partners.
Leading Teams - 10 Challenges: 10 Solutions
by Elisabet Vinberg Hearn Mandy FlintLeading Teams is built on the authors’ experience of coaching 1,000+ team leaders in over 15 global corporations. They discovered the 10 common challenges holding teams back and the solutions to counter each one. There's a framework for how to lead a team-enhancement workshop. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Fight the Fear: How To Beat Your Negative Mindset And Win In Life
by Mandie HolgateFear of failure, fear of public speaking, fear of being you, fear of asking for what you want, fear of saying NO and fear of change, the list is endless and yet we all have fears in both our personal and professional lives. Fight the Fear will help you get the results you want by helping you to overcome your fears one step at a time. In short, easy-to-read, jargon-free chapters, you’ll discover proven strategies, skills and tools to help you deal with typical situations we all dread such as saying no, appearing confident without being arrogant, asking for what you want, public speaking and picking up the phone. Don't miss out on life's big opportunities, now you can manage your fear so it doesn't restrict you - there's nothing you can't handle. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
How to Coach Your Team: Release Team Potential And Hit Peak Performance
by Pam Jones Viki Holton Angela JowittHow to Coach Your Team helps business managers coach their teams to peak professional performance. It includes: Becoming a team coach – coaching skills for team managers Understanding your team - identifying how your team works; deciphering personalities and motivations; building the right environment for success Achieving better outcomes – setting goals; managing performance; facilitating collaboration Building a happier team – building trust; giving and receiving feedback; having positive conversations Improving team communication – working smartly; improving meetings; working virtually A team coaching plan to help you put it all together and stay on track How to Coach Your Team is a toolkit for working together with your team to achieve success. Many of the questionnaires and ideas can be shared and there are guided opportunities to assess and monitor your progress on a regular basis. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Leadership Workout, The: The 10 Tried-And-Tested Steps That Will Build Your Skills As A Leader
by Nick WinstonThe Leadership Workout has been specially developed to be clear, simple, very easy to follow and highly effective. It will show you how you can identify your weak and strong points and the straightforward 10-step improvement plan will show you how you can quickly develop the skills and confidence you need to be an inspiring leader and effective manager. Test yourself – Start by finding out your current confidence and skills as a leader or manager Follow the 10 Steps – Learn everything you need to know to become a better leader Take action – Experience 10 situations where you can apply your new-found skills in real life Face your fears – Take on 10 common leadership challenges to test your skills and find out how to handle them. This book really works. And just to be sure, it’s already been tested on over 50 readers just like you. Start your leadership workout today and begin exercising your full potential. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Strategy Workout, The: The 10 Tried-And-Tested Steps That Will Build Your Strategic Thinking Skills
by Bernard Ross Clare SegalThe Strategy Workout has been specially developed to be clear, simple, very easy to follow and highly effective. Our unique pre-workout test will help you identify your weak and strong points and the straightforward 10-step improvement plan will show you how you can quickly boost your skills.
The Little Book of Big Coaching Models PDF eBook: The Little Book of Big Coaching Models: 76 Ways to help managers get the best out of people
by Bob BatesLeaders and Managers want quick answers, quick ways to reach solutions, ways and means to access knowledge that won’t eat into their precious time and quick ideas that deliver a big result. The Little Book of Big Coaching Models cuts through all the noise and gives managers access to the very best coaching models that they need to get the best from their team Every model is quick and easy to read and delivers the essential information and know-how quickly, efficiently and memorably. The full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed.
Creative Thinking: Be Creative – Now!
by Steve RawlingIf you're a busy manager, looking for fast, focused guidance on how to make impact now then this book is for you. Discover vital, quick-fix, do-it-now ideas and techniques for instant impact and fast learning, as well as more detailed guidance for deeper knowledge. Your two-track way to get ahead. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Customer Experience Manual, The: How to design, measure and improve customer experience in your business
by Alan PenningtonCustomer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover: Why customer experience is so important in business – and how it applies to you How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level. The full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed.
Inclusive Leadership: The Definitive Guide To Developing And Executing An Impactful Diversity And Inclusion Strategy
by Charlotte Sweeney Fleur BothwickInclusive Leadership has been officially shortlisted in the 'Management Futures' category for the 2018 Management Book of the Year prize which has just been announced by the Chartered Management Institute (CMI) and the British Library. The most successful organisations are those with the most diverse and engaged workforces. Studies show an 80% improvement in business performance among those with high diversity levels. When people feel included and able to reach their full potential, they are more engaged, more productive and often more creative. Inclusive Leadership will help you drive culture change using organisational development principles. It takes you through the key components of leading change throughout the employee lifecycle, your supply chain, and through product development. Crucially, it will help you make a genuine impact on your business, through your people, both now and in the future. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
New Manager: Be a Great Manager – Now!
by Audrey TangThis 2-in-1 guide is designed to help you become a more effective manager in an instant, whilst giving you the deeper knowledge to ensure long-lasting results. With the unique 2-in-1 approach, you can learn your way. Use the seven Speed Read tips immediately, then take your time exploring the Big Picture chapters. Understand how to be a great manager − quickly Effectively manage the issues that teams face Communicate with confidence and get the right message across Encourage your staff for exceptional performance and professional development With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
#Hooked: Revealing the hidden tricks of memorable marketing
by Patrick FaganIn this insightful, engaging and entertaining book, you will learn the amazing secrets of effective communication gleamed in recent years from neuroscience and behavioural economics. You’ll discover 8 simple rules that you can effectively, simply apply to your business and work so your messages are never ignored. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
3-Hour Presentation Plan, The: Prepare a perfect presentation in less than 3 hours
by Andrew Lightheart Meg LightheartPlan a first rate presentation in three hours or less, quickly produce slides and handouts, and discover ways to deliver it calmly, confidently and capably.
Leadership in the Headlines: Insider insights into how leaders lead
by Andrew HillGood leaders walk a tightrope between doing and daring – often in the glare of the public spotlight. In Leadership in the Headlines, Andrew Hill, the award-winning Management Editor of the Financial Times, shares his insider insights into the who’s and how’s of effective leadership. Packed with practical lessons, this book divides the best of Andrew’s wry and insightful columns into eight ‘acts’ of leadership, with new commentary enhancing each one. Whether you’re new to Andrew Hill’s columns or a loyal reader, you’ll gain fresh perspectives on the tough job of leading and take away tips about how to refine your own management skills.
Little Book of Big Management Wisdom, The: 90 Important Quotes And How To Use Them In Business
by James McGrathThe full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed. The Little Book of Big Management Wisdom outlines 90 of the greatest management quotations ever. The majority of quotes have been taken from legendary business leaders and commentators, including Warren Buffet and Peter Drucker. However, there are a few surprise inclusions from such people as Robert Frost and Elvis Presley. Each quotation, what it means, how to use it and the questions you should be asking, is outlined in two pages so you can immediately start to apply it in the real world. Packed with advice on how to deal with a wide range of management issues, this book will provide you with the insight and skills you require to succeed. Manage and develop your business Manage yourself and your career Motivate and lead people Turn your customers into partners Plan effectively Make better decisions All you want to know and how to apply it - in a nutshell.
Leader's Guide to Negotiation, The: How to Use Soft Skills to Get Hard Results (Financial Times Series)
by Simon HortonPLAY ON YOUR TERMS Negotiation is THE core business skill. It is fundamental to everything we do that involves other people, whether that’s asking for a raise, pitching an idea or deciding who gets the coffee. The Leader’s Guide to Negotiation is a highly practical guide to getting the most out of your business interactions, whilst building stronger relationships to boot. From achieving win-win outcomes to problem-solving and building trust, it equips you with failsafe strategies for conducting successful and positive negotiations. ‘An entertaining, immediately useful book that goes beyond advocating for win-win – Simon Horton shows us how to get there.’ Adam Grant, Wharton Professor and New York Times bestselling author of Give and Take ‘Reading this book has made me think about how I negotiate and I have learned a lot… If you want to benefit your relationships while improving your business, then this is worth studying.’ Simon Woodroffe, founder of Yo!