Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer is a compelling book that explores the power of embracing customer complaints and turning them into opportunities to enhance customer loyalty and business success. Baer provides valuable insights, real-world examples, and actionable strategies to help organisations effectively handle customer feedback and create a culture of customer-centricity.
Crucial Conversations: Tools for Talking When Stakes Are High, written by Joseph Grenny, Kerry Patterson, Ron McMillan, and Al Switzler, is a powerful guide to improving communication in high-stakes situations. The book provides practical strategies to navigate sensitive discussions where emotions run high, opinions vary, and the outcomes are significant. It aims to help individuals handle challenging conversations with confidence, ensuring that relationships are strengthened, and positive outcomes are achieved.
Martha Gage’s The STAR Method Explained offers a detailed and practical approach to mastering behavioural interviews. The STAR method—an acronym for Situation, Task, Action, and Result—is a structured framework for answering behavioural interview questions effectively. Behavioural interviews focus on how candidates have handled past situations to assess their skills, competencies, and problem-solving abilities. Gage’s book is designed to help job seekers craft concise, impactful answers that showcase their experiences and qualifications.
Crisis Management: Planning for the Inevitable by Steven Fink is a foundational book on crisis management, offering a detailed guide on how businesses and organisations can anticipate, prepare for, and effectively respond to crises. Fink, a leading expert in the field, argues that crises are not random or unpredictable events but rather inevitable occurrences that organisations must proactively manage. He provides practical strategies to minimise damage, protect reputations, and ensure business continuity during turbulent times.
"Office 365 For Dummies" is a comprehensive guide to the cloud-based productivity and collaboration suite from Microsoft. The book is written by Rosemarie Withee, Ken Withee, and Jennifer Reed and is designed to help users get up and running with Office 365 quickly and easily.
"Pre-Suasion: A Revolutionary Way to Influence and Persuade" by Robert Cialdini explores the power of setting the stage before attempting to persuade or influence others. Cialdini argues that the key to successful persuasion is not only the message itself, but also the context in which it is delivered. By understanding how to effectively prime people for persuasion, it is possible to significantly increase the likelihood of success.