Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.
The Workplace Bullying Handbook: How to Identify, Prevent, and Stop a Workplace Bully by Paul Pelletier is a comprehensive guide that provides invaluable insights and practical strategies for addressing and eliminating workplace bullying. Pelletier, an expert in workplace bullying, offers a step-by-step approach to help individuals and organisations recognise, prevent, and effectively respond to this pervasive issue.
Burnout: The Secret to Unlocking the Stress Cycle by Emily Nagoski and Amelia Nagoski is a comprehensive guide that explores the science behind burnout and offers practical strategies for managing and recovering from stress. Drawing from research in psychology, neuroscience, and physiology, the authors provide valuable insights and tools to help individuals understand and address the complexities of burnout.
"Data Analysis in Microsoft Excel: Deliver Awesome Analytics" authored by Alex Holloway is a comprehensive guide aimed at empowering users to perform effective data analysis using Microsoft Excel. Holloway's book is structured to cater to users of all skill levels, providing a systematic approach to mastering Excel's data analysis capabilities and delivering impactful insights.
In Blind Spots: Why We Fail to Do What's Right and What to Do About It, Max H. Bazerman and Ann E. Tenbrunsel delve into the psychological and social mechanisms that cause individuals and organisations to act unethically despite their intentions to uphold moral standards. The book explores the gap between who people think they are and how they actually behave, focusing on the concept of "bounded ethicality"—the idea that our ability to act ethically is limited by cognitive biases and situational pressures.
In The Honest Truth About Dishonesty: How We Lie to Everyone—Especially Ourselves, Dan Ariely explores the psychological and environmental factors that drive people to behave dishonestly. Drawing on experiments and real-world examples, Ariely challenges conventional notions that dishonesty stems from a cost-benefit analysis of potential gain versus risk. Instead, he demonstrates that dishonesty is a complex, often subconscious process shaped by human psychology and situational influences.