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Doi M: The Art of Customer Relations

The Art of Customer Relations

Insights from a Luxury Brand Expert

“Sage advice about how to bring out the best in others—and yourself.” —Adam Grant, #1 New York Times bestselling author of Think Again and Hidden Potential Become the boss everyone wants to work for in this must-read guide from top executive coach Sabina Nawaz. Whether you’re an executive or newly promoted to manager, you’re most likely succeeding at your job, but may wonder if you are reaching your full potential as a boss. Most top performers suspect they aren’t, and Sabina Nawaz, former Microsoft executive and elite Fortune 500 coach, says they’re usually right. But it’s often hard to recognize the problem or know how to address it. Nawaz taps her experience and proprietary data from executives at Amazon, Microsoft, Google, Motorola, Nordstrom, the United Nations, and more, to offer managers everything they need to know to succeed at the job. Her work reveals that as our job expands, the added pressure to perform can cause us to act out of character, and our increased power can blind us to the impact of those actions. Even the most well-intentioned manager can quickly become the boss nobody wants to work for. You’re the Boss is your executive coach. It offers a fresh, evidence-based framework for managing pressure and power with grace and intelligence. These proven strategies guide you to anticipate the unavoidable hazards of leadership without changing who you are. Discover a powerful new way to manage yourself and others to become the boss you want to be—and others need.

Become the Manager You Want to Be (and Others Need)

You're the Boss

The story of a disillusioned generation that set out to reclaim its dignity and take on corporate America. In recent years, young college grads have faced an alarming reality: crushing debt, unemployment, and jobs below their qualifications. They are frustrated that the time and money they invested in a degree have failed to bring about the opportunities they were promised. The anger of this college-educated working class began to boil over during the Covid pandemic, when workers at companies like Apple and Starbucks shocked corporate America by voting to unionize. Not long after, the veteran New York Times reporter Noam Scheiber met Chaya Barrett, an astute college grad and eight-year Apple employee who had stepped up and helped organize her coworkers at an Apple store near Baltimore. While following Barrett and her cohort as their seemingly spontaneous rebellions spread far and wide-from college-educated workers at Apple stores and Starbucks cafés, through video-game studios, and even to Hollywood writers' rooms-Scheiber realized he was witnessing something deep and lasting. Mutiny is the revelatory account of a generation made confident by their historic educational achievements, only to become disillusioned when their degrees yielded far less than they were taught to expect. With striking empathy, Scheiber paints a vivid portrait of this new working class while telling the dramatic story of its revolt against the status quo. He describes how recent developments like the proliferation of artificial intelligence and the war in Gaza have further fueled its discontent, and he explains why the college-educated working class will continue to demand change in the workplace, in cities like New York, and in national politics for years to come.

The Rise and Revolt of the College-Educated Working Class

Mutiny

The concept of "generation" has been extensively employed in history and the social sciences and is understood as one's position within a family hierarchy or as a collective term for individuals of a specific age group. How does intergenerational leadership and followership translate in the workplace and wider community? The editors have curated the research of global and diverse experts to explore the power of intergenerational leadership and followership to transform organizations and communities and address societal and global challenges. This collection features diverse individuals and communities sharing their experiences conducting research, developing frameworks, and implementing practices focused on addressing their key issues while building bridges across generations. By exploring the under analyzed intersection of identity and generational diversity, this book sheds light on adaptive and inclusive intergenerational leadership and followership strategies, offering valuable insights into mentorship, knowledge transference, and innovation processes, to promote a holistic understanding of effective and transformative leadership.

Transformative Intergenerational Leadership and Followership

Bridging Generations

Renowned economists Abhijit Banerjee, Esther Duflo (corecipients of the 2019 Nobel Prize), and Michael Greenstone propose a radical new approach to combatting the most serious global crisis of our time: climate change. The lives of the world's poorest are already harder, hotter, and shorter thanks to emissions that disproportionately come from the world's richest. But just as the rich world's emissions are finally falling, poorer countries' are set to increase drastically.We seem to be caught in an impossible bind--but it's not too late. Substantial progress is possible if the wealthiest countries compensate the poorer countries for the harms that their emissions cause and, in exchange, poorer countries commit to climate action. Based on meticulous original research and years of fieldwork around the world, this paradigm-shifting and inspiring book reassures us that we can successfully confront the challenge. We can protect the poor while protecting our future. It's just economics.

A Better Deal for People and Planet

Just Economics

A guide to organizational transformation targeting the country's trillion-dollar stagnancy problem-the "frozen middle" of corporate America-and offering strategies to overcome bureaucratic setbacks that hinder innovation, profit, and fulfillment Corporate America has a trillion-dollar problem: the frozen middle-paralysis in the critical layer of management caught between high-level leadership's vision and frontline employees' execution. This paralysis causes even the most promising initiatives to stall out. It traps passionate managers in inertia and stymies senior leadership. And every year it's costing companies billions. As experts in organizational transformation, Jimmy Leppert and Justin Wasserman have spent their careers figuring out how to thaw the frozen middle. Their consulting firm, Empactful Advisors, has led major organizations-including Chevron, Merck, and the Department of Defense-to generate more than $5 billion in cost savings and revenue growth. The key to their success comes from aligning senior leadership and middle management, using empathy and practical frameworks to illuminate the blocks that both sides face, and showing how they can shift from utter disconnect to collaborative goal setting that helps all parties-as well as the company-hit their targets. In Thaw, Leppert and Wasserman share their field-tested methods for turning strategic goals into tangible outcomes. Along the way, they offer a road map for employees at all levels to learn how to move through the bottlenecks that hold their organizations back and facilitate meaningful change. Middle managers will be empowered to unlock stalled careers, and senior leaders will learn how to galvanize their workforce and achieve bold, accelerated change. In the age of AI, a playbook for improving-and celebrating-human contribution is more essential than ever. Sharp, confident, and timely, Thaw is poised to be the definitive book on ending organizational paralysis and unlocking true potential.

Unfreeze Middle Management to Unlock Strategy, Innovation, and Growth

Thaw

Tom Copeland is the nation’s leading expert on the business of family child care. As tax season approaches each year, thousands of family child care providers save time and money using the Tax Workbook and Organizers. The most comprehensive resource available, this book contains up-to-date guidance so family child care providers can accurately complete their own tax returns and take advantage of all the business deductions they are entitled to claim.

Family Child Care 2026 Tax Workbook and Organizer

Leading and Coaching Diverse Talent

The Power of Mentorship

Avoid legal problems and run a productive workplace with an up-to-date employee handbook! Anyone who hires and supervises employees needs clear policies when it comes to crucial issues like pay and overtime, medical leave, and social media. Create Your Own Employee Handbook provides everything business owners, managers, and HR professionals need to create (or update) a legal and plain-English employee handbook.Find the latest information, practical suggestions, and best practices on: <ul> <li>wages, hours, and tip pools </li><li> remote work </li><li> at-will employment </li><li> discrimination and harassment </li><li> complaints and investigations </li><li> health and safety </li><li>alcohol and drugs, including medical/legal marijuana </li><li> workplace privacy, and </li><li>email and social media.</li></ul>

A Legal & Practical Guide for Employers

Create Your Own Employee Handbook

Bill Phelps, the entrepreneur extraordinaire behind Dave’s Hot Chicken and other wildly successful blockbuster restaurant franchises, shares his secret sauce for creating brands that flourish even in overcrowded industries and spaces. Bill Phelps, the entrepreneur extraordinaire behind Dave’s Hot Chicken and other blockbuster restaurant franchises, shares his secret sauce for building brands that flourish even in overcrowded industries. Within the fiercely competitive restaurant business, Bill Phelps has produced one incredible success after another. He has a singular talent for identifying promising startups and then growing them into wildly popular global franchises. Addressing the key elements that make or break a business, Phelps teaches seasoned and would-be entrepreneurs alike how to implement this playbook for building, scaling, and maintaining truly mind-blowing companies of all types. In Blow Their Minds, Phelps offers readers a proven playbook for breakthrough success, tackling questions such as: <ul> <li>How do I create the craveable product or service that is the basis of a great business?</li> <li>How do I find—and protect—the authentic vibe of my brand?</li> <li>How do I scale a business without losing what makes it great?</li> <li>How do I choose and attract the best talent—both employees and investors?</li> <li>How can I break through the noise of social media?</li> <li>How do I create an insanely fun and exciting workplace?</li> <li>How do I know when it is time to sell a business?</li> <li>How do I blow customers’, clients’, employees’, and investors’ minds, over and over again?</li> </ul> Drawing from his remarkable experiences at Wetzel’s Pretzels, Blaze Pizza, and Dave’s Hot Chicken, Phelps shares revealing stories and actionable insights about how he and his team have made use of this playbook to grow their companies and achieve unprecedented results in some of the most competitive markets in the world. Blow Their Minds is an accessible, story-driven, relatable guide to rising above your competitors, taking a brand to global scale, and having a fantastic time while doing so. What’s more, it delivers on Phelps’s personal conviction regarding the higher purpose of the entrepreneurial endeavor—that the best reason to build and scale a business is to transform the lives of everyone you touch along the way.

The Proven Playbook for Building and Scaling an Insanely Great Business

Blow Their Minds

A Theory of Capitalist Individualism

Credit, Cops, and Cages

Half your newsfeed says you're hopelessly behind on AI. The other half says it's a sham. Both are engineered to make you click - and both lead to the same place: paralysis. Because what passes for AI expertise right now is mostly a temporary information advantage masquerading as expertise. *Fair Game* is the way out. Rob Collie knows that paralysis firsthand. As CEO of a data consulting firm, he watched AI threaten to upend the very business he'd spent a decade building. When fear finally drove him to dig in, what he discovered was unexpected: AI success isn't really about AI. It's about data - and the software around it. Problems he's been solving for thirty years. This book is the distillation of what Collie and his team learned building real AI solutions for real businesses - not theorizing from a stage. *Fair Game* walks you through how AI systems actually work, not at the PhD level, and not at the hand-wavy keynote level, but at the Goldilocks level where real decisions get made. You'll learn: - A five-part recipe for AI success you can apply to any project - Why successful AI is always custom AI - and why "custom" is less scary than it sounds - How to evaluate any AI proposal, hire the right team, and know when you're being sold snake oil You'll understand everything from how LLMs actually work to why your proprietary business knowledge is the one thing AI can't get on its own - all without jargon and using analogies you'll actually remember. Each chapter ends with a practical cheatsheet you can bring to your next meeting. By the time you've finished, the five-part recipe won't feel like a framework. It'll feel like common sense. You don't need to become an engineer. You need to become an architect - someone who knows what to build, what to demand, and what to call BS on. Because AI isn't out of reach. It's fair game.

Customizing AI to Your Business Is Easier Than You Think

Fair Game

Tom Copeland is the nation’s leading expert on the business of family child care. The Family Child Care 2025 Tax Companion is a comprehensive tool that will help tax preparers understand the unique rules that affect family child care businesses. Using this resource will increase your confidence in the tax professional who prepares your return, help you identify potential errors before your taxes are filed, and ensure that your tax preparer is claiming all allowable deductions. Once you fill out the worksheets in this book, give it to your tax professional to use as a guide as your tax forms are completed. This will help you ensure your business expenses are properly deducted.

Family Child Care 2026 Tax Companion

The Art of Customer Relations

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