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Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with...
Tools and Insights for Meeting and Exceeding the Common Core Standards Literacy and the Common Core offers K–12 teachers clear guidance on how to design units, lessons, and objectives to meet the Common Core State Standards in English Language Arts; it’s filled with...
Palliative Care is the first book to provide a comprehensive understanding of the new field that is transforming the way Americans deal with serious illness. Diane E. Meier, M.D., one of the field's leaders and a recipient of a MacArthur Foundation "genius award" in...
The world’s most forward-looking CEOs recognize the real challenge facing business today: a fundamental shift in the nature of commerce. While sustainability programs, government action, and nonprofits are all parts of the solution, CEOs and other leaders must focus on...
A research-based approach to achieving long-term profitability in business What does it take to guarantee success and profitability over time? Authors Christopher G. Worley, a senior research scientist, Thomas D. Williams, an executive advisor, and Edward E. Lawler...
A guide to thirty-five creative assignments for pairs and groups Collaborative Learning Techniques is the bestseller that college and university faculty around the world have used to help them make the most of small group learning.A mountain of evidence shows that...
On Teaching and Learning takes the ideas explored in renowned educator Jane Vella’s best-selling book Learning to Listen, Learning to Teach to the next level and explores how dialogue education has been applied in educational settings around the world. Throughout the...
A forward-thinking look at performance assessment in the 21st century Next Generation Assessment: Moving Beyond the Bubble Test to Support 21st Century Learning provides needed answers to the nation's growing concerns about educational testing in America. Drawing on...
HOPE IS ON THE WAY! “I firmly believe that what will make you a master teacher is not the advice I give you; what will make you a master teacher is that you figure out how to solve those challenges on your own, in your own way.” —From the Preface As a new teacher you...
Strategic planning becomes visual with strategy maps and the tools, techniques, and guidance for turning them into effective action. Developed as a companion workbook to John Bryson's best-sellingStrategic Planning in Public and Nonprofit Organizations, Visual...
Learn the basics of the five core areas of community and public health Introduction to Community and Public Health covers the basics in each area of community and public health as identified by the Association of Schools of Public Health. In a student-friendly...
Step-by-step guidance for shaping better writers while keeping faculty workloads manageable Effective communication is a critical skill for many academic disciplines and careers, and so colleges and universities and their faculty members are rightfully committed to...
The proven model that offers powerful and elegant strategies for leaders How Great Leaders Think: the Art of Reframing uses compelling, contemporary examples to show how more complex thinking is the key to better leadership. Leaders who understand what's going on...
Ease the M&A process with a more effective integration plan The Complete Guide to Mergers and Acquisitions is the ultimate handbook for planning and managing post-merger integration. Packed full of "how to" guidance, tools, templates and resources that have been put to...
Explore the evolution of organization theory in the health care sector Advances in Health Care Organization Theory, 2nd Edition, introduces students in health administration to the fields of organization theory and organizational behavior and their application to the...
How to teach big understandings and the ideas that matter most Everyone has an opinion about education, and teachers face pressures from Common Core content standards, high-stakes testing, and countless other directions. But how do we know what today's learners will...
Embrace the best practices for initiating multicultural change in individuals, groups, and institutions Higher education institutions have begun to take steps toward addressing multicultural issues on campuses, but more often than not, those in charge of the task have...
Developing inner wisdom as a leadership strength Leading with Spirit, Presence, and Authenticity presents the perspectives of leaders, social scientists, and educators from around the world on the topic of developing inner wisdom. Structured around the notions of...
What does it take to do more with less? How can you do better than before, or better than others? How do you turn losses into wins, or near-bankruptcy into strong profitability, or abject failure into stellar success? The power of uplift enables any organization to do...
The business leader's guide to encouraging continuous innovation in any organization Innovation governance is a hot topic in the business world. In a fast-paced business environment, the ability of corporate leaders to build purpose, direction, and focus for innovation...
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