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Operations Management in Service Industries and the Public Sector
Operations Management in Service Industries and the Public Sector Text and Cases Christopher Voss, School of Industrial and Business Studies, University of Warwick Colin Armistead, The European School of Management Studies, Oxford Bob Johnston, School of Industrial and Business Studies, University of Warwick Barbara Morris, Department of Management Studies, Sheffield City Polytechnic Aimed at teachers and students on business and management courses teaching and studying Operations as well as those concerned with the management of specific service industries, this book brings together concepts found in the wider literature as well as presenting some new concepts. Written from the standpoint o...
Never Split the Difference
THE HUGE INTERNATIONAL BESTSELLER A former FBI hostage negotiator offers a new, field-tested approach to negotiating - effective in any situation. 'Riveting' Adam Grant 'Stupendous' The Week 'Brilliant' Guardian ____________________________ After a stint policing the rough streets of Kansas City, Missouri, Chris Voss joined the FBI, where his career as a kidnapping negotiator brought him face-to-face with bank robbers, gang leaders and terrorists. Never Split the Difference takes you inside his world of high-stakes negotiations, revealing the nine key principles that helped Voss and his colleagues succeed when it mattered the most - when people's lives were at stake. Rooted in the real-life ...
Summary of Never Split the Difference By Chris Voss
The how-to guide for learning the secrets of negotiation from the FBI’s lead negotiator, implement the techniques and learn how to always get what you want. After joining the FBI, Chris Voss suddenly found himself face-to-face with a variety of criminals, from bank robbers to terrorists, all making demands and threatening to take lives along the way. Reaching the peak of his profession, Chris became the FBI’s lead international kidnapping negotiator. Through Never Split the Difference, Chris takes you inside the world of high-stakes negotiations and lays out the techniques he and his colleagues used to get what they wanted and save the lives of hostages. Now, you can use Chris’s book a...
Summary and Analysis
Summary of Never Split The Difference: Negotiating As If Your Life Depended On It by Chris Voss and Tahl Raz ===================================================================== Chris Voss is a FBI negotiator with over two decades of experience working in the field, and a long second career teaching at Georgetown University and USC. In his book, Never Split the Difference: Negotiating As If Your Life Depended on It, Voss brings the reader right into the exhilarating world of crisis negotiations, starting each chapter with a thrilling case where he or one of his colleagues had to negotiate to save someone's life. His captivating accounts include kidnappings, hostage situations, and humorousl...
Deep Listening
Over 55% of your day is spent listening; yet only 2% of us have been trained in how to listen. What is poor listening costing you? Do you rush from meeting to meeting, your head buried in the last conversation you had, without time to think of the next? Or feel frustrated with unproductive discussions where the loudest in the room adds limited insight and drowns out everyone else? We usually think of these situations as communication problems; that we have not spoken our needs correctly or clearly. Yet, conflict, chaos and confusion are the costs of not listening. Many communication and listening books say the most important person in a conversation is the speaker - not true! This pocket-sized guide will help you to reconnect with your innate gift of deep listening, to create the right space to listen to yourself before you listen to others. You'll learn to listen beyond the words that are spoken, to add context and meaning and listen in to what's not being said. Deep Listening will help you move from confusion and conflict to thoughtful, insightful and powerful discussions that will transform not just your work, but your whole life.
Summary of Never Split the Difference by Chris Voss
Never Split the Difference Book Complete Analysis & Study Guide Chapter by Chapter A high-quality summary of Chris Voss´s book Never Split the Difference including chapter details and an analysis of the main themes of the original book. About the original book: A veteran FBI hostage negotiator proposes a new, tried-and-true method of bargaining that works in every scenario. After time policing the harsh streets of Kansas City, Missouri, Chris Voss joined the FBI, where his job as an abduction negotiator brought him face-to-face with bank robbers, gang leaders, and terrorists. Never Split the Difference takes you inside Voss's world of high-stakes negotiations, exposing the nine crucial principles that helped him and his colleagues win when it really counted — when people's lives were on the line. Never Split the Difference is based on the real-life experiences of an intelligence expert at the top of his game, and it will offer you a competitive advantage in any conversation.
Summary of Never Split the Difference
Summary of Never Split the Difference by Chris Voss and Tahl Raz Includes Analysis Preview: Never Split the Difference by Chris Voss and Tahl Raz is a guide to using hostage negotiation techniques in business and personal negotiations. Modern negotiation strategies taught in business school usually center on classic texts that describe negotiation without factoring in emotions or irrational behavior. In reality, all negotiations involve emotional factors and illogical reactions. And in hostage scenarios, "splitting the difference" by accepting the release of half the hostages in exchange of partial fulfillment of demands is never a desired outcome. Hostage takers who feel heard are more like...
Difficult Conversations
The 10th anniversary edition of the classic guide to handling life's toughest conversations What is a difficult conversation? Asking for a pay rise, saying 'no' to your boss or spouse, confronting a friend, apologizing. We all have conversations that we dread and find unpleasant. But can we develop the skills to make such situations less stressful and more productive? Based on fifteen years of research and consultations with thousands of people, Difficult Conversations pinpoints what works. It teaches us to work through them by understanding that we're not engaging in one dialogue but three: - The "what happened" conversation (what do we believe was said and done) - The "feelings" conversation (the emotional impact on everyone involved) - The "identity" conversation (what does this mean for everyone's opinion of themselves) Use this ground-breaking, step-by-step book to turn your difficult conversations into positive, problem-solving experiences.
Start with No
Start with No offers a contrarian, counterintuitive system for negotiating any kind of deal in any kind of situation—the purchase of a new house, a multimillion-dollar business deal, or where to take the kids for dinner. Think a win-win solution is the best way to make the deal? Think again. For years now, win-win has been the paradigm for business negotiation. But today, win-win is just the seductive mantra used by the toughest negotiators to get the other side to compromise unnecessarily, early, and often. Win-win negotiations play to your emotions and take advantage of your instinct and desire to make the deal. Start with No introduces a system of decision-based negotiation that teaches...
Billion How I Became King Of The Thrill Pill Cult
BILLION -How I Became King Of The Thrill Pill Cult- A billion dollars in sales, or was it 350 million? Who was really keeping track, anyway? From underground raves and Hollywood parties to run-ins with organized crime and going toe-to-toe with the US government itself, in this unbelievable autobiography, Shaahin Cheyene tells the often-bizarre story of how one rags-to-riches teenager commandeered the rising tide of music, money, and drugs in Venice Beach, California in the 90s to become... THE KING OF THE THRILL PILL CULT Shaahin went from sleeping in his car to building a multi-million dollar empire that spanned the globe by the age of 18, earning him an international reputation as the mastermind of the "smart drug" movement and garnering the fierce attention of federal authorities. His legal party drug, "Herbal Ecstacy," took the music world by storm, putting this ordinary young man on an extraordinary collision course with a life of fame, fortune, and high-flying excess. But the higher you fly, the further the fall. With Big Pharma, disgruntled drug dealers, and federal regulators all itching to pull him down, how does one man fight to keep this wild ride alive?
