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Ott D: The Business Development Shift

The Business Development Shift

How to Win Clients Through Intellectual Curiosity and Consistency

This book summarizes the 'rules of the service game' and presents the distilled lessons from three leaders' decades-long experience in consulting, teaching, and research on service, summarizing the 'rules of the game' they have learned. In particular, the authors emphasize that people (customers, employees, and managers) remain a prominent key to success in service, regardless of the level and extent of technology, robotics, and artificial intelligence (AI) involved.Embracing the social psychology of the various stakeholders and the settings in which they interact is critical for the long-term health of service organizations because this is what can yield sustainable competitive advantage. To be effective, service leaders need to understand the complexities of people so that they can create and support appropriate psycho-social contexts in their organizations.This book draws on the interrelated disciplines of social psychology, organizational behavior, and organizational psychology to distill fundamental principles that help inform the effective management of people and their organizational contexts. This book summarizes the most important 'rules of the game' on how to build effective service organizations for people to innovate, design, and co-create value.Rules of the Service Game provides a sharp and concise summary of how to manage a service organization by three thought leaders in this field. It reveals how people are central to the development of services whether those are delivered via technology, personally, or -- more likely -- a combination of these. This book deals with the organizational and contextual issues that produce the service quality marketing promotes. A central focus of the book is talent management -- how to attract, retain, and manage the talent necessary for creating and implementing the wide range of service delivery systems that will be required in the future.

Rules of the Service Game: What Service Leaders Need to Know

In 2015, Andrea Illy found out that 50% of the world's arable coffee land would become unavailable by 2050 due to climate change. This realization marked the beginning of a journey that led him to rethink the relationship between business and nature, growth and well-being. Conceived as a map, this book describes a possible transformation from the extractive paradigm that has dominated Western economies since Descartes and Bacon to a regenerative model that places people at the center, as custodians of natural capital. Across eighteen chapters and dozens of interviews with regenerative pioneers, Illy explores the frontiers of a revolution already underway. This is not an environmental utopia. With scientific precision, Illy documents how companies adopting regenerative practices systematically outperform traditional ones: renewable energy sources now cost less than fossil fuels, and cities designed for people generate cascading benefits for society as a whole. The question the author seeks to answer is not whether this transformation is possible, but what must be done to make it tangible for everyone.

A New Paradigm of Progress

The Regenerative Society

The proven way to respond to high-conflict healthcare situations—without making them worse. BIFF for Healthcare delivers a practical, evidence-based approach to one of the most pressing challenges in modern healthcare: managing emotionally charged, high-conflict communication without escalating risk, burnout, or complaints.Adapted from Bill Eddy’s internationally recognized BIFF Response®&nbsp;Method (Brief, Informative, Friendly, Firm), this book translates a proven conflict-communication framework into real-world healthcare settings. Readers learn how to respond effectively to demanding patients, distressed families, high-conflict colleagues, and disruptive physicians—while maintaining professionalism, boundaries, and patient safety.Designed for time-pressured clinical environments, BIFF techniques can be learned quickly and applied in minutes during daily practice, including emails, documentation, and face-to-face interactions. The approach reduces escalation, strengthens trust, and supports clearer communication under stress—key factors in improving patient experience and protecting staff well-being.Written for a broad professional audience, BIFF for Healthcare is relevant to physicians, nurses, administrators, HR professionals, risk managers, and patient-relations teams. As the fifth volume in the established BIFF Conflict Communication Series, it builds on a model already adopted by organizations worldwide.Ideal for onboarding, continuing education, and professional development programs, this book offers healthcare organizations a practical tool for safer communication, stronger teams, and more resilient care delivery.

Biff for Healthcare

Reducing taxes is one of the best ways to boost your business's bottom line. Tax Savvy for Small Business is your one-stop guide for understanding how your business is taxed and how you can reduce your taxes. This book shows you how to: <ul> <li>deduct operating expenses</li> <li>deduct travel, vehicle, and meal expenses</li> <li>take advantage of tax credits</li> <li>write off long-term assets</li> <li>compare business structures</li> <li>keep solid business records, and</li> <li>handle an IRS audit.</li> </ul> This completely updated edition covers changes in tax rates, deductions, and credits. Tax Savvy for Small Business is the up-to-date resource you need to maximize your deductions and boost your business's bottom line.

A Complete Tax Strategy Guide

Tax Savvy for Small Business

A practical framework for building inclusive prosperity through positive-sum economics&nbsp; Zero-sum thinking has cost the American economy an estimated&nbsp;$50 trillion&nbsp;over the last 30 years.&nbsp;Positive Sum: How Zero-sum Thinking Broke Capitalism - and How We Can Fix It reveals why this primitive instinct continues to cost businesses&nbsp;$600 billion&nbsp;annually and offers a practical roadmap for recognizing the economic power of fairness to create broadly shared prosperity.&nbsp; Drawing on his experience&nbsp;heading&nbsp;the Ford Foundation's Mission Investments program and his earlier Wall Street career, Roy Swan&nbsp;demonstrates&nbsp;that the belief that someone must lose for another to win is economically inefficient. Through personal narrative, historical insight, and practitioner experience, the book presents concrete investment strategies delivering proven 28% returns while advancing inclusive growth.&nbsp; Readers will also find:&nbsp; <ul> <li>Evidence showing how zero-sum assumptions undermine both corporate profits and national prosperity, backed by rigorous economic analysis&nbsp;</li> </ul> <ul> <li>Practical implementation strategies for impact investing that align financial returns with social outcomes across global markets&nbsp;</li> </ul> <ul> <li>Real-world case studies from the Ford Foundation's Mission Investments program&nbsp;demonstrating&nbsp;market-rate returns alongside measurable impact&nbsp;</li> </ul> <ul> <li>A distinctly American framework for stakeholder capitalism that resonates across political divides while&nbsp;remaining&nbsp;globally applicable&nbsp;</li> </ul> <ul> <li>Actionable guidance for business leaders seeking sustainable models that create value for shareholders, employees, and communities simultaneously&nbsp;</li> </ul> Positive Sum&nbsp;offers essential reading for business leaders seeking sustainable economic models, investors looking to align values with returns, policymakers addressing inequality, and anyone concerned about building an economy where prosperity is broadly shared rather than narrowly concentrated.

How Zero-Sum Thinking Broke Capitalism - And How We Can Fix It

Positive Sum

“The choice to invest in vaccines rather than in weapons; in treatments for rare diseases rather than in speculative consumer products; in long-term infrastructure rather than in short-term optics—these are not technical decisions. They are moral decisions . . .” Biotech in the Balance by Dr. Jeremy M. Levin shows why the next lifesaving medicines may not arrive on time, and what we can do about that in a period of political change. This is not a technical book. It is a bedside-to-boardroom story, told from inside the system, with a clear map of what has to change so that medicines keep arriving when people need them. When funding for research and development is politicized, trust in science erodes and the foundations of biotechnology weaken. When science is treated as a partisan symbol rather than a shared foundation for health, patients and families bear the consequences. Dr. Levin’s career began as a scientist studying the structure of DNA, and then as a physician in university hospitals in London, Cape Town, and Geneva. As a doctor, he saw the difference between patients saved by medicines that arrived just in time, and those who were not so fortunate. That experience led to a simple conviction: drug discovery and development is not an abstract business. It is a living coalition of scientists, governments, businesses, and—above all—patients. For patients and their families, profitability and internal strategy are not the point. What matters is whether a therapy works, how quickly results can be seen, and how benefits are weighed against risks—including the risk of doing nothing. Throughout the book, Dr. Levin keeps patients at the center of the discussion—politics, markets, supply chains, and governance—and shows how each of these forces can accelerate or delay medical progress. Written from the perspective of a scientist and physician, Biotech in the Balance argues for a resilient, globally competitive biotechnology industry built to serve patients and earn lasting public trust. It offers a call to action for preserving biotechnology as a strategic asset—and a practical framework for leaders who want to strengthen the system rather than merely defend it.

Saving a Strategic Industry in an Age of Distrust

Biotech in the Balance

This book teaches leaders how to harness the power of small, intentional words in their daily interactions to create significant positive changes. By focusing on how we communicate-through thoughtful word choice, active listening, and consistent messaging-this book shows how even the smallest words can have a big impact on your team and organization. Each chapter focuses on a different aspect of communication, such as the use of inclusive language, the strategic power of silence, and the framing of feedback, providing leaders with practical strategies to enhance their influence and create meaningful change. Drawing on psychological research, real-world examples, and actionable advice, this book demonstrates how leaders can foster a positive, collaborative environment through the deliberate use of language. By focusing on the nuances of word choice and timing, leaders can better motivate their teams, build trust, and drive organizational success. This book offers a fresh perspective on leadership development by highlighting the profound impact of seemingly minor language choices. It challenges the notion that leadership is only about big decisions and bold moves, showing instead how everyday conversations and word choices can lead to significant transformations. Designed to be both insightful and practical, this book provides tools and techniques that readers can immediately apply to their leadership practices. Whether you are a seasoned executive or an emerging leader, this book provides a roadmap for becoming a more effective and intentional communicator.

How Our Words Shape Character, Connection, and Culture

What We Say, Who We Become

The answer to remaining competitive and keeping steady growth for your business is not ground-breaking, business-altering innovations, but by simply making one tweak at a time. You are in the business of staying competitive--seeing solid profits, building a strong brand, and keeping steady customers who return again and again. But the market is constantly changing, and competition is fierce. How do you not only keep from losing ground but manage to remain a step ahead? Is a complete overhaul and rebranding every few years necessary to make sure your footprint is still making its mark, reminding consumers of your presence?In The One-Percent Edge, you will learn how to: <ul><li>put energy into profitable areas and trim dead weight, </li><li>raise prices by selling value instead of things, </li><li>access new markets by adapting products or services, </li><li>turn customers into brand ambassadors, </li><li>and many other subtle yet highly effective strategies for affecting profitable changes to your business.</li></ul>By making incremental adjustments to every aspect of the business--marketing, customer service, finances, products, people--then repeating the process, you will find yourself constantly fixing weaknesses and spotting opportunities for growth. Pull ahead of the pack by constantly evolving, one tweak at a time.

Small Changes That Guarantee Relevance and Build Sustainable Success

The One-Percent Edge

Creative thinking, which the most successful companies that develop the most innovative products rely on, has evolved into to creative resilience - the technique to persevere with problems and solve them faster. The approach will help business leaders create both the physical and mental agility to build an operating environment that supports successful ideation and adopts different ways of approaching complex problems. The reader will become more 'creatively resilient' and flexible to adopt non-habitual modes of thought that move them towards creative solutions that they can apply to very specific business and technical challenges. The basic framework is called 'Stormblending' - a four-phased approach that focuses on a collection of different tools that can be applied to deliver the value from each phase. The four phases are presented in the context of the full product development lifecycle. They are: <ol> <li>Immersion (Ethnographically inspired Contextual Inquiry/Voice of customer). </li> <li>Representation (How to best represent and frame specific problems and opportunities to create the right conditions for successful idea generation). </li> <li>Divergent thinking techniques to disrupt and reframe the problem as the reader will learn how to adopt non-habitual modes of thought. </li> <li>Emergence and Discovery (this when most we experience the 'A-Ha!' moment) </li> </ol>Traditionally, most companies make the mistake of stressing ideation only without thought to how the ideas are then prioritised, built upon, and turned into a reality for profitable growth. Practitioners and business professionals, from start-ups to global corporations, will gain an initial overview on creativity, the purpose of ideation, and what it means to translate insights into innovation in real-time - in the boardroom, during periods of introspection, or during the facilitation of cross functional teams and workshops that demand the specialist skills provided in this book.

How to Accomplish Successful Ideation through Creative Resilience

Creative Thinking for Business Leaders

As the industrial engineering landscape evolves, so too must the professionals who shape it. This insightful guide is designed for young people entering the field, offering a forward-looking perspective on the trends, transformations, and emerging challenges that will define their careers. It also serves as a valuable resource for current practitioners and educators seeking to adapt to the demands of tomorrow. The book unfolds in two compelling parts: -- Part One presents a dynamic timeline of industrial engineering's milestones -- highlighting key advancements, methods of improvement, and their global impact on human conditions. It's a powerful reminder of the discipline's enduring principles and relevance in today's world. -- Part Two explores three essential threads that define the profession: where industrial engineering is practiced, the outcomes it strives to achieve, and the techniques and skills that drive its success. This section offers a thoughtful roadmap for understanding the profession's core identity and future direction. Whether you're just beginning your journey or guiding others along theirs, this book is a vital companion for navigating the evolving world of industrial engineering.

A Guide for the Next Generation of Industrial Engineers

Engineering Tomorrow

Concise Advice

Since the height of the pandemic, working styles, cultures and relationships have changed - probably forever. Managers and leaders who think they can simply return to their old ways and methods will be the least effective in this new age of work. This book sets out the key attributes that the modern leader must learn and/or develop. Such attributes centre on the themes of trust, strengths, compassion, flexibility, family, creativity, risk, values, empowerment and even humour. Leaders and managers who are more progressive and are seen to value their people will be the ones that stand out in terms of both individual and team performance. This practical book provides the foundation for any manager who wants to make the transition into being a modern and effective leader.

Achieving the Empathetic Edge

The Leadership Book

The Business Development Shift

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