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.
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.
Ben Lamorte's "OKR Objectives and Key Results: Driving Focus, Alignment, and Engagement with OKRs" is a comprehensive exploration into the world of Objectives and Key Results (OKRs), offering readers a roadmap to harnessing the power of this goal-setting framework for organisational success. Lamorte's work stands out as a valuable guide for both beginners and seasoned practitioners seeking to understand, implement, and optimise OKRs in their respective domains.
Mindset: Changing the Way You Think to Fulfil Your Potential by Carol Dweck is a transformative book that explores the power of mindset in shaping our abilities, achievements, and personal growth. Dweck introduces the concept of a growth mindset versus a fixed mindset and demonstrates how adopting a growth mindset can lead to greater fulfilment and success in various areas of life.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations by Richard S. Gallagher is a practical guide for customer service professionals to effectively deal with difficult customers. The book provides valuable insights into the underlying causes of customer complaints, as well as scripts for handling challenging customer interactions.
Customer Service in an Instant: 60 Ways to Win Customers and Keep Them Coming Back by Karen Leland is a practical guide for customer service professionals looking to improve their customer service skills. The book provides 60 quick, practical tips for handling difficult customers in a variety of situations.