Between the outbreak of the Second World War and the end of the century, life changed dramatically for the working-class people of the Black Country. Having survived the hardships of war, they found themselves facing a slew of social issues, all the while playing a vital role in manufacturing to stabilise the country's struggling economy. Innovations such as the wireless, television and cinema also brought huge societal changes that would move them closer to the present da...

Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, ...

Brian Tracy, one of the top professional speakers and sales trainers in the world today, found that his most important breakthrough in selling was the discovery that it is the "Psychology of Selling" that is more important than the techniques and methods of selling.Tracy's classic audio program, The Psychology of Selling, is the best-selling sales training program in history and is now available in expanded and updated book format for the first time. Salespeople will learn...

Being an introvert is truly an advantage in business and leadership if you know how to leverage it! Having used her introversion to her advantage, the author went from new college graduate to holding responsibility for a $750 million business in just 10 short years. This eBook tells you how she did it and reveals very specific, actionable steps introverts can take to be abundantly successful in business, leadership and life. Importantly, the steps recommended are designed to be fully comfo...

"Let me think it over."Early in his sales career, world-renowned sales expert Brian Tracy couldn't find a way to overcome that simple five-word objection and close the sale. Then he discovered a technique that worked. Business boomed. Tracy broke every sales record in his company and increased his income twenty-fold.Since that breakthrough many years ago, Tracy has meticulously studied and collected the best of the best in sales-closing techniques. Now, in The Art of Cl...

Here in a short, compact and concise format is the basics of how to persuade more people more effectively, more ethically, and more often. Ziglar draws from his fundamental selling experiences and shows that while the fundamentals of selling may remain constant, sales people must continue learning, living, and looking: learning from the past without living there; living in the present by seizing each vital moment of every single day; and looking to the future with hope, optimism, and educa...

A Practical Guide to Using the Principles of Servant LeadershipLeadership is a calling. And servant leadership—the idea that managing with respect, honesty, love, and spirituality empowers employees—helps individuals answer that calling. Bestselling author and former Fortune 500 executive James A. Autry reveals the servant leader’s tools, a set of skills and ideals that will transform the way business is done. It helps leaders nurture the needs and goals of those w...

Cynthia Shapiro is a former Human Resources executive who's pulling back the curtain on the way that companies really work. In Corporate Confidential, she unmasks startling truths and what you can do about them, including:* There's no right to free speech in the workplace.*Age discrimination exists.* Why being too smart is not too smart.* Human Resources is not there to help you, but to protect the company from you.* And forty-...

ARE YOUR WORKING RELATIONSHIPS WORKING AGAINST YOU?To achieve your goals and get ahead, you need to rally people behind you and your ideas. But how do you do that when you lack formal authority? Or when you have a boss who gets in your way? Or when you’re juggling others’ needs at the expense of your own?By managing up, down, and across the organization. Your success depends on it, whether you’re a young professional or an experienced leader.

Sharing discoveries from a groundbreaking study that separated the leadership skills that get results from those that are inconsequential or harmful, Leadership 2.0  introduces a new paradigm of leadership.In today’s fast-paced world of competitive workplaces and turbulent economic conditions, each of us is searching for effective tools that can help us adapt and strike out ahead of the pack.Leadership 2.0  delivers a step-by-step program ...

From the coauthor of The One Minute Manager comes a three-step process that "ultimately frees everyone to more comfortably use their self-management skills" ( The Globe and Mail ).All of us in the today's workforce are called upon more and more to work effectively in teams. But do you know how to build a team that truly takes advantage of the knowledge, experience, and motivatio...

Even skilled salespeople buckle in tough selling situations—getting defensive with prospects who challenge them on price or too quickly caving to discount pressure. These fight-or-flight responses are something salespeople learn to avoid when building their emotional intelligence.Sales trainer and expert Colleen Stanley cites studies that show how emotional intelligence (EI) is a strong indicator of sales success--and offers tips on how you can sharpen your skills ...