In his groundbreaking book Emotional Intelligence: Why It Can Matter More Than IQ, author Daniel Goleman challenges the conventional notion that intelligence is solely defined by one's IQ. Goleman argues that emotional intelligence, which encompasses a set of skills related to understanding and managing emotions, plays a crucial role in personal and professional success.
Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler is a book about how to have productive and effective conversations when the stakes are high, emotions are strong, and opinions differ. The book provides readers with tools and techniques for handling challenging conversations in both personal and professional settings.
"What Every Body Is Saying: An Ex-FBI Agent's Guide to Speed-Reading People" by Joe Navarro is a book that explores the world of nonverbal communication. As a former FBI agent and expert in nonverbal communication, Navarro offers a unique perspective on how to read and interpret body language.
Mind Over Mood by Dennis Greenberger and Christine A. Padesky is a groundbreaking self-help book that empowers readers to take control of their emotions by changing the way they think. Rooted in Cognitive Behavioural Therapy (CBT), the book offers practical tools and techniques to identify, challenge, and reframe negative thought patterns that contribute to emotional distress. It is structured as a workbook, allowing readers to engage with exercises and activities that promote lasting emotional change.
Good to Great: Why Some Companies Make the Leap and Others Don't is a book by Jim Collins that explores the key factors that separate successful companies from those that struggle to achieve long-term success. Collins and his team of researchers studied a wide range of companies over a period of five years, analysing their financial performance and leadership practices to identify the characteristics that set the great companies apart.
"The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service" by Jeff Toister is a practical guide for creating a customer-focused culture within an organisation. The book offers a range of tools and techniques for improving communication, setting service expectations, and building a team of customer service champions.