Business and Management Books

Book SynopsisThe all-encompassing framework for achieving the life of your dreams It All Matters presents a framework for the rest of your life. What are those dreams you would only dare to dream if there was no possibility of failure? How can you live a life of real intention and purpose instead of duty and obligation? This book answers these questions and more. Everyone has the capacity to author their own destiny; it''s not our circumstances that shape our lives, it''s our response to those circumstances that either propels us to great heights or keeps us stuck in the mud. Here, author Paul Cummings shares one of the most comprehensive goal setting systems ever put into print. Based on the key U.B.U. processUnderstand who you are, Be true to yourself, and always be Uniquethis framework gives you the power to transform your life. Through a fast-moving series of engaging stories, you''ll learn how to question yourself to greatness as you begin to think in bigger and Table of ContentsAcknowledgments xiii Introduction xvii Part One CONFIDENCE 1 1 Where It All Began 5 2 The Journey Begins 14 3 Components of Mindset 27 Part Two CLARITY 37 4 The Power of Goals 41 5 Create a Compelling Future 54 6 AGoal Is a Commitment with a Deadline 62 7 Written in Stone 69 8 Stopping-Stones and Stepping-Stones 76 9 Never Leave Home without It 87 10 PursueWisdom and Understand Fear 103 Part Three CERTAINTY 115 11 The Pathway to Dreams 119 12 Planning, Practice, and Preparing 140 13 The Power of Attitude 155 14 See Yourself Stronger Daily 175 15 The Power of Optimism 202 Part Four CREATIVITY 215 16 We Are All Creative 219 17 TheMaster Key to Riches in Life 233 18 It’s HeartWork 247 Part Five A LIFE WELL LIVED 257 19 YouMust Finish Strong 261 20 A LifeWell Lived 272 21 My Stories 279 22 Finding Your “It” 294 125 Life Lessons 299 Index 325

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Book SynopsisFuture-proof your business today for stronger performance tomorrow The Stress Test Every Business Needs: A Capital Agenda for Confidently Facing Digital Disruption, Difficult Investors, Recessions and Geopolitical Threats provides a comprehensive approach to creating value and flexibility in an increasingly volatile business environment that presents both great risks and opportunities every day. The authors extend the banking stress test concept to a company's Capital Agenda how executives manage capital, execute transactions and apply corporate finance tools to strategic and operational decisions. Having a static Capital Agenda, however appropriate for your current market position, is not enough in today''s uncertain world. Long-term success comes from building resilience into each element and in the way those elements interact. The book uses a broader definition of business stress that includes traditional macroeconomic and geopolitical rTable of ContentsChapter 1 How resilient is your Capital Agenda? 1Jeffrey R. Greene Chapter 2 Do you know the intrinsic value of your company and how to manage it? 17Daniel Burkly Chapter 3 Are you allocating capital across the enterprise to reduce C-suite stress? 33Jeffrey R. Greene Chapter 4 Are your portfolio reviews timely, objective, and thorough? 51Jeffrey R. Greene and JeffWray Chapter 5 Do your acquisitions consistently pay off for shareholders? 65Brian Salsberg Chapter 6 Are you planning and executing divestments for maximum value? 81Paul Hammes and Subin Baral Chapter 7 Do your financing choices support flexibility and efficiency? 101K.C. Brechnitz Chapter 8 How well does working capital management contribute to cash flow and earnings? 113Sven Braun and Steve Payne Chapter 9 Is tax a full partner in building resilience and driving value? 125Bridget Walsh and Erica Lawee Chapter 10 Are strategy, finance, and operations integrated for optimal value creation? 137Sharath Sharma and Daniel Burkly Chapter 11 How can you get the most out of your advisors? 151Giri Varadarajan and Aayush Tulsyan Chapter 12 Can your strategy thrive in a digital world? 169Tony Qui and Glenn Engler Chapter 13 How can you pre-empt activist shareholders? 185Shyam Gidumal Chapter 14 How should you restore a distressed company to health? 199Andrew Wollaston and Donald Featherstone Chapter 15 Will your strategic goals ensure your company reaches its full potential? 217William Achtmeyer and John Trustman Glossary 231 Contributor Biographies 237 About EY 249 Index 251

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Book SynopsisMake selling a social affair! The ABCs of sales have changed. It's no longer: A-Always, B-Be, C-Closing. The new way of selling is: A-Always, B-Be, C-Contributing to your buyer's journey. Social selling is an effective way to engage with your customer, and the world's most powerful social selling tool for any B2B sales professional is LinkedIn Sales Navigator. It allows you to gain access to more leads, more InMail, and data to track your efforts. With the help of LinkedIn Sales Navigator For Dummies, you'll learn how to write effective InMail messages and engage with prospects on the world's most successful professional networking site. Along with utilizing those features, you'll also benefit from access to full profiles outside of your network, guidance on how to best optimize your own profile for sales opportunities, and much more. Use lead recommendations to get in front of the right buyerAnalyze your social selling efforts with real-time dataReach more leads with customized InMail messagesSave 30 - 60 minutes a day previously spent on acquisitions If you're a B2B sales professional who is new to LinkedIn Sales Navigator, this is the one-stop resource you can't be without.Table of ContentsIntroduction 1 About This Book 2 How This Book Is Organized 2 Part 1: Getting Ready to Generate Leads 2 Part 2: Building a Database of Leads 2 Part 3: Engaging with Leads 2 Part 4: Turning Leads into Valuable Relationships 3 Part 5: The Part of Tens 3 Foolish Assumptions 3 Icons Used in This Book 4 Where to Go from Here 4 Part 1: Getting Ready to Generate Leads 5 Chapter 1: Selling Is a Social Business 7 Defining Social Selling 7 Looking at the Four Pillars of Social Selling 8 Collecting, Connecting, Converting: The Formula for Success 9 Exploring the Sales Navigator Plans 10 Activating Your Sales Navigator Account 12 Measuring Efforts with the Social Selling Index 15 Opening Access with TeamLink 16 Planning Your Roadmap for Social-Selling Success 17 Chapter 2: Determining Your Target Audience 19 Defining the Buying Personas 20 Identifying Customers’ Pain Points 22 Practice active listening 22 Ask customers what their pain points are 23 Find out what motivates them 23 Find common ground 23 Identify the most pressing issue 24 Who Are the Stakeholders and What Are Their Dreams? 24 Chapter 3: Mapping the Buyer’s Journey 27 Understanding Where Customers Do Their Research 28 Meeting the Customer: How Accessible Are You? 29 Conducting the Transaction: What Motivates Your Customers? 31 Creating Fans: Will Your Customers Recommend You? 32 Up-selling or Cross-selling: Achieving the Customer’s Dream 35 Part 2: Building a Database of Leads 37 Chapter 4: Setting Up for Success 39 Navigating the Home Page 39 Main navigation bar 40 Search bar 41 Update feed 42 Filtering Your Updates 42 Sharing Updates on LinkedIn 44 Tracking Your Social Selling Index 45 Tracking Who’s Viewed Your Profile 47 Monitoring Your Recent Views and Searches 49 Chapter 5: Identifying Leads 51 Setting Key Preferences 51 Performing a Quick Database Search 54 Searching the LinkedIn Database Using Advanced Search 57 Using Boolean Operators in Sales Navigator Searches 59 Customizing Your Search Results 61 Saving Your Searches 64 Receiving daily, weekly, or monthly email alerts 65 Modifying a saved search 66 Running a saved search again 66 Zeroing in on the Best Results with Sales Spotlights 67 Changed jobs 68 TeamLink leads 69 Mentioned in the news 70 Posted on LinkedIn within the past 30 days 71 Shared experiences 72 Leads that follow your company page 73 Chapter 6: Saving Leads and Accounts 75 Saving a Lead 75 From a company’s account page 76 From a search results page 77 Adding Tags and Notes to Your Leads 79 Viewing Similar and Suggested Leads 82 Saving an Account 84 Adding Tags and Notes to Your Accounts 85 Viewing Similar and Suggested Accounts 87 Part 3: Engaging with Leads 91 Chapter 7: Becoming Top of Mind with Your Leads 93 Engaging with Leads 93 Interacting with top updates 94 Interacting with recent updates 96 Sorting Updates by Type 97 Sales alerts 97 Job changes 98 Suggested leads 99 Lead news 100 Lead shares 101 Account news 101 Account shares 102 Top accounts 103 Creating and Managing Content with PointDrive 104 Creating presentations 104 Viewing team members’ presentations 107 Tracking customer interactions 108 Chapter 8: Connecting with Leads 111 Identifying Common Ground 112 Checking mutual interests 112 Pinpointing mutual connections 113 Determining mutual groups 116 Reaching Out with Connection Requests 118 Approaching with InMail Messages 120 Part 4: Turning Leads into Valuable Relationships 123 Chapter 9: Developing a Daily Routine 125 Achieving Social-Selling Success in 30 Minutes 126 Advertising in history 126 The social media game changer 127 Tracking Your Saved Leads and Accounts 128 Monitoring Recommended Leads and Accounts 130 Managing Your Sales Navigator Inbox 132 Engaging with Leads Using PointDrive 135 Chapter 10: Using the Mobile App 139 Accessing the Sales Navigator App 139 Monitoring Activity on Your Home Screen 142 Staying up to date on your leads’ activities 143 Filtering your updates 145 Engaging with your leads 145 Identifying potential new leads 146 Perusing Recommendations in Today’s Discovery 147 Searching with the Sales Navigator App 149 Using Boolean operators 150 Filtering leads with Sales Spotlights 151 Filtering accounts with Sales Spotlights 155 Applying additional filters 155 Managing Saved Leads 158 Adding and editing tags and notes 158 Sending and checking messages 161 Accessing Your Account Settings 162 Selecting your sales preferences 163 Determining your settings 163 Part 5: The Part of Tens 165 Chapter 11: Ten Tips for Advanced Lead Generation 167 Quantity versus Quality 167 Saving Connections as Leads 168 Increasing Response Rates and Engagement with Your Profile 169 Best Practices for Requesting an Introduction 170 Conversation Starters 171 Managing Your Sales Navigator Inbox 172 InMail Do’s and Don’ts 173 Adding and Saving Your Default Signature 174 Adding Attachments to Your InMail Messages 175 LinkedIn Sales Navigator for Gmail 177 Chapter 12: Ten Tips for Account Management 179 Accessing Administrator Settings 179 Viewing Account Types and Billing Information 180 Connecting Sales Navigator to Your Company’s CRM System 181 Managing Access to InMail and Messaging 182 Enabling TeamLink 183 Activating New Users 183 Checking Activation Status and Sending Reminders 186 Removing Users 186 Viewing Usage Reports 187 Exporting or Printing Usage Reports 190 Chapter 13: Ten Social-Selling Leaders to Follow 191 Melonie Dodaro 191 Jan Willem Alphenaar 192 Koka Sexton 193 Neal Schaffer 194 Mic Adam 195 Richard van der Blom 196 Alex Kroon 197 Mark Williams 198 Wendy van Gilst 199 Gabe Villamizar 200 Chapter 14: Ten More Social-Selling Resources 203 LinkedIn Profile Cheat Sheet 203 LinkedIn Unlocked 204 LinkedIn Sales Blog 205 Social Selling LinkedIn Search 205 #Social Selling Twitter Search 206 Anders Pink 207 Top Dog Social Media 207 Venture Harbour 208 HubSpot Sales Blog 209 Harvard Business Review 209 Index 211

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Book SynopsisThis is the book executives have been waiting for. It is clear: With deep expertise but in nontechnical language, it describes what cybersecurity risks are and the decisions executives need to make to address them. It is crisp: Quick and to the point, it doesn''t waste words and won''t waste your time. It is candid: There is no sure cybersecurity defense, and Chris Moschovitis doesn''t pretend there is; instead, he tells you how to understand your company''s risk and make smart business decisions about what you can mitigate and what you cannot. It is also, in all likelihood, the only book ever written (or ever to be written) about cybersecurity defense that is fun to read. Thomas A. Stewart, Executive Director, National Center for the Middle Market and Co-Author of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer DelightGet answers to all your cybersecurity questions In 2016, we reached a tipping pointa moment where Table of ContentsForeword vii Preface xi About The Author xiii Acknowledgments xv CHAPTER 1 Understanding Risk 1 CHAPTER 2 Everything You Always Wanted to Know About Tech (But Were Afraid to Ask Your Kids) 9 CHAPTER 3 A Cybersecurity Primer 15 CHAPTER 4 Management, Governance, and Alignment 47 CHAPTER 5 Your Cybersecurity Program: A High-Level Overview 67 CHAPTER 6 Assets 81 CHAPTER 7 Threats 95 CHAPTER 8 Vulnerabilities 105 CHAPTER 9 Environments 113 CHAPTER 10 Controls 131 CHAPTER 11 Incident-Response Planning 147 CHAPTER 12 People 163 CHAPTER 13 Living Cybersecure! 175 Bibliography 187 Appendix: Clear And Present Danger 195 Index 199

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Book SynopsisTable of ContentsChapter 1 Are you a carrot, an egg, or a coffee bean?About the Authors About the IllustratorBecome a Certified Positive Leadership Coach & TrainerBooks by Jon GordonOther Books by Damon West

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Book SynopsisOffers a valuable resource for scholars, teachers, students, and nonprofit practitioners interested in understanding nonprofit work from a communication perspective This sophisticated yet accessible book explores the dynamics of organizational communication in the context of nonprofit work. It delves deeply into the subjects of communication and social construction and develops several key subject areas and issues including leadership, management, and governance; the marketization of nonprofit work; collaboration and organizational partnerships; meaningful labor; and international nonprofit work. Understanding Nonprofit Work: A Communication Perspective is the first resource to bring together the considerable and voluminous amount of communication scholarship and nonprofit research available in academia. Moving beyond the simplistic notion of communication as merely the transmission of information, it instead develops a more insightful approach to nonprofTrade Review“It is an essential addition to the existing literature, as it expands the currently limited work that combines communication and nonprofits.” - Voluntas (2021) 32:1184–1185, March 2021Table of ContentsPreface vii About the Authors x Acknowledgments xi 1 Developing a Communication Perspective on the Nonprofit 1Matthew A. Koschmann and Matthew L. Sanders 2 Communicative L-M-G: Leadership, Management, and Governance 29Matthew A. Koschmann 3 The Marketization of Nonprofit Work 53Matthew L. Sanders 4 Collabrocation: Thinking Communicatively about Collaboration 77Matthew A. Koschmann 5 Meaningful Work and the Nonprofit 109Matthew L. Sanders 6 International Nonprofit Work 137Matthew A. Koschmann Conclusion: Understanding What it Means to be Nonprofit 159Matthew A. Koschmann and Matthew L. Sanders Index 169

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Book SynopsisThe definitive guide to running productive meetings Facilitating With Ease! has become the go-to handbook for those who lead meetings, training, and other business gatherings. Packed with information, effective practices, and invaluable advice, this book is the comprehensive handbook for anyone who believes meetings should be productive, relevant, and as short as possible. Dozens of exercises, surveys, and checklists will help transform anyone into a skilled facilitator, and clear, actionable guidance makes implementation a breeze. This new fourth edition includes a new chapter on questioning, plus new material surrounding diversity, globalization, technology, feedback, distance teams, difficult executives, diverse locations, personal growth, meeting management, and much more. With in-depth, expert guidance from planning to closing, this book provides facilitators with an invaluable resource for learning or training. Before you run another meeting, discovTable of ContentsIntroduction xiii Chapter One—Understanding Facilitation 1 What Is Facilitation? 1 What Does a Facilitator Do? 2 What Do Facilitators Believe? 2 What Are Typical Facilitator Assignments? 3 Differentiating Between Process and Content 4 Facilitation Tools 5 Core Practices Overview 5 What Does Neutral Mean? 7 Learn to Say “Okay” 9 When to Say “We” 9 How Assertive Can a Facilitator Be? 10 The Language of Facilitation 11 Conversation Structures 12 Starting a Facilitation 13 During a Facilitation 15 Ending a Facilitation 16 Effective Note Taking 18 The Rules of Wording 19 Managing the Flip Chart 20 Facilitator Behaviors and Strategies 23 Core Practices Observation Sheet 26 Process Flow Observation Sheet 27 Facilitation Skill Levels 28 Facilitation Skills Self-Assessment 29 Chapter Two—Effective Questioning 33 The Principles of Effective Questioning 33 Question Types 34 Questioning Formats 34 The Importance of Follow-On Questions 36 Asking Sensitive Questions 36 The Question Bank 37 Chapter Three—Facilitation Stages 45 1. Assessment and Design 45 2. Feedback and Refinement 46 3. Final Preparation 47 4. Starting a Facilitation 50 5. During a Facilitation 51 6. Ending a Facilitation 52 7. Following Up on a Facilitation 53 Seeking Feedback on Your Facilitation 53 Chapter Four—Who Can Facilitate 55 When to Use an Internal Facilitator 55 When to Use an External Facilitator 56 When Leaders Facilitate 57 Facilitation Strategies for Leaders 57 Best and Worst Facilitation Practices for Leaders 62 Facilitation As a Leadership Style 62 Additional Role Challenges 64 Chapter Five—Knowing Your Participants 69 Conducting an Assessment 69 Group Assessment Survey 71 Comparing Groups to Teams 73 Understanding Team Stages 76 Forming—The Honeymoon Stage 76 Storming—The Potential Death of the Team 78 Norming—The Turning Point 83 Performing—The Ultimate Team Growth Stage 84 Adjourning—The Final Stage 85 Facilitation Strategies Chart 86 Team Effectiveness Survey 88 Chapter Six—Creating Participation 91 Creating the Conditions for Full Participation 92 Removing the Blocks to Participation 92 High-Participation Techniques 100 Group Participation Survey 102 Encouraging Effective Meeting Behaviors 103 Group Behaviors Handout 104 Observing Group Behaviors in Action 105 Peer Review Instructions 106 Peer Review Worksheet 107 Chapter Seven—Effective Decision Making 109 Know the Four Types of Conversations 110 The Four Levels of Empowerment 111 Clarifying the Four Empowerment Levels 112 Shifting Decision-Making Paradigms 115 The Decision-Making Options 116 Decision Options Chart 120 The Divergence/Convergence Model 121 The Importance of Building Consensus 122 Effective Decision-Making Behaviors 125 Symptoms, Causes, and Cures of Poor Decisions 126 Decision Effectiveness Survey 128 Chapter Eight—Facilitating Conflict 129 Comparing Arguments and Debates 129 Steps in Managing Conflict 131 The Five Conflict Options: Pros and Cons 134 Conflict Management Norms 137 Giving and Receiving Feedback 138 Making Interventions 142 Wording an Intervention 143 Dealing with Resistance 148 The Right Approach 150 Common Conflict Dilemmas 151 The Facilitative Conflict-Management Process 155 Interpersonal Conflict Worksheet 156 Group Conflict Checklist 157 Conflict Observation Sheet 158 Conflict Effectiveness Survey 159 Chapter Nine—Meeting Management 161 Meetings That Work 162 Our Meetings Are Terrible! 162 The Fundamentals of Meeting Management 164 Sample Agenda with Process Notes 164 Sample Process Check Survey 169 Sample Exit Survey 171 Meeting Effectiveness Survey 172 Facilitating Virtual Meetings 175 Chapter Ten—Process Tools for Facilitators 179 Visioning 180 Sequential Questioning 182 SWOT 184 SOAR 186 Facilitative Listening 188 Appreciative Review 190 Brainstorming 192 Written Brainstorming 194 Affi nity Diagrams 195 Gap Analysis 197 Needs and Offers Dialogue 199 Force-Field Analysis 200 Root-Cause Analysis 201 The Five Whys 204 Gallery Walk 205 Multi-Voting 207 Decision Grids 209 Exit Surveys 212 Survey Feedback 213 Systematic Problem Solving 215 Systematic Problem Solving Worksheets 217 Troubleshooting 225 Troubleshooting Worksheet 226 Chapter Eleven—Structured Conversations 227 Structured Conversation 1–Discovery 228 Structured Conversation 2–Environmental Scanning 231 Structured Conversation 3–Team Launch 234 Structured Conversation 4–Vision and Mission 236 Structured Conversation 5–Work Planning, Roles, and Responsibilities 239 Structured Conversation 6–Risk Assessment 241 Structured Conversation 7–Stakeholder Analysis 245 Structured Conversation 8–Communication Planning 247 Structured Conversation 9–Status Update Meeting 249 Structured Conversation 10–Creative Thinking 251 Structured Conversation 11–Midpoint Check 254 Structured Conversation 12–Systematic Problem Solving 257 Structured Conversation 13–Constructive Controversy 261 Structured Conversation 14–Survey Feedback 264 Structured Conversation 15–Interpersonal Issue Resolution 266 Structured Conversation 16–Overcoming Resistance 269 Structured Conversation 17–Project Retrospective 273 Structured Conversation 18–Project Adjournment 275 About the Author 277 Acknowledgments 279 Bibliography 283

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Book SynopsisTable of ContentsAbout the Author xi Part I Fear Is the Greatest Enemy of Sales . . . and Positive Psychology Is the Antidote 1 Chapter 1 The Single Greatest Killer of Sales 3 Chapter 2 The Massive Cost of Fear in Sales 11 Chapter 3 The Antidote to Fear: The New Science of Positive Psychology 23 Chapter 4 The Selling Boldly System: Step 1—Get Your Mindset Right; Step 2—Behave Accordingly (Communicate Boldly) 31 Chapter 5 The Selling Boldly Toolkit: Planners and Downloads 39 Part II The 10 Critical Mindset Shifts for Dramatic Sales Growth 49 Chapter 6 About These Critical Thinking Shifts 51 Chapter 7 Proactive Selling versus Reactive Selling 59 Chapter 8 Confidence versus Fear 69 Chapter 9 Boldness versus Meekness 73 Chapter 10 Optimism versus Pessimism 79 Chapter 11 Gratitude versus Cynicism 85 Chapter 12 Perseverance versus Surrender 91 Chapter 13 Value and Relationship versus Products and Services 99 Chapter 14 Taking Constant Communication Action versus Overplanning and Underexecuting 103 Chapter 15 Making It Look Easy versus Laboring 107 Chapter 16 Plan-Driven versus Inquiry-Driven 111 Part III How to Develop the Selling Boldly Mindset 115 Chapter 17 Why Feedback from Happy Customers Is the Key to Developing the Selling Boldly Mindset 117 Chapter 18 How to Get Testimonials from Your Happy Customers 123 Chapter 19 Transcript of Actual Customer Interviews 139 Chapter 20 How to Use Testimonials Internally to Change Your Mindset and Your Culture 147 Part IV From Mindset to Technique: Powerful Sales Growth Actions 151 Chapter 21 About These Communications 153 Chapter 22 Focus on What You Can Control 163 Chapter 23 Silence Is Money 167 Chapter 24 Don’t Forget about the Prospects 171 Chapter 25 Use the Phone Proactively 175 Chapter 26 Always Ask for the Business 191 Chapter 27 Tell Your Customers What Else They Can Buy from You 197 Chapter 28 Let Your Customers Tell You What Else They Buy 205 Chapter 29 Following Up Will Make You Rich 209 Chapter 30 Sell with Your Testimonials: Show Your Prospects How Happy Your Customers Are 213 Chapter 31 “What Percent of Your Business Do We Have?” 221 Chapter 32 People Love Giving Referrals—But We Hate Asking 225 Chapter 33 The Power of Handwritten Notes 233 Chapter 34 The Post-Delivery Call 237 Chapter 35 Putting It All Together with the “The One-Page Sales Planner” 239 Chapter 36 For Owners, CEOs, Executives, and Managers: This Is How to Implement Selling Boldly at Your Company 243 Chapter 37 Now, Go Help More People More 251 Acknowledgments 253 Appendix: 100 Questions to Ask Your Customers and Prospects (and Yourself) 255 Index 265

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Book SynopsisTable of ContentsSpecial Thanks from the Authors ix About the Authors xi About Miller Heiman Group xii About CSO Insights xiii Foreword xv Part I Introduction 1 Chapter 1 The Science of Selling 9 Part II Laying the Foundation 25 Chapter 2 The Many Facets of Sales Force Enablement 27 Chapter 3 The Customer’s Path 39 Chapter 4 The Enablement Charter 49 Part III Enablement Services 65 Chapter 5 Content Services 69 Chapter 6 Training Services 91 Chapter 7 Coaching Services 107 Chapter 8 Creating Consistency Through Value Messaging Part IV The Inner Workings of Enablement 141 Chapter 9 Formalized Collaboration 143 Chapter 10 Integrated Enablement Technology 153 Chapter 11 Enablement Operations 169 Chapter 12 Measuring Results 181 Part V Where to Go from Here 197 Chapter 13 Enablement Maturity 199 Chapter 14 The Future of Selling Starts Now 211 Appendix 219 Index 227

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Book SynopsisUse Adobe Analytics as a marketer not a programmer! If you're a marketer in need of a non-technical, beginner's reference to using Adobe Analytics, this book is the perfect place to start. Adobe Analytics For Dummies arms you with a basic knowledge of the key features so that you can start using it quickly and effectively. Even if you're a digital marketer who doesn't have their hands in data day in and day out, this easy-to-follow reference makes it simple to utilize Adobe Analytics. With the help of this book, you'll better understand how your marketing efforts are performing, converting, being engaged with, and being shared in the digital space. Evaluate your marketing strategies and campaignsExplore implementation fundamentals and report architectureApply Adobe Analytics to multiple sourcesSucceed in the workplace and expand your marketing skillset The marketing world is continually growing and evolving, and Adobe Analytics For Dummies will help you stay ahead of the curve.Table of ContentsIntroduction 1 About This Book 1 Foolish Assumptions 2 Icons Used in This Book 2 Beyond the Book 3 Where to Go from Here 3 Part 1: Getting Started with Adobe Analytics 5 Chapter 1: Why Adobe Analytics? 7 Understanding Why You’re Using Adobe Analytics 8 Avoiding HiPPO! 8 Knowing when you need Adobe Analytics 10 Knowing the difference between reporting and analysis 10 Identifying Where Adobe Analytics Data Comes From 11 Capturing data from websites 12 Capturing data from mobile devices 14 Mining data from native apps 14 Data from IoT and beyond 15 Configuring and Analyzing Data 16 Preparing to slice and dice data 16 Optimizing your raw data 17 Being a data collection detective 17 Situating Adobe Analytics in the Universe of Data Analysis 19 Surveying how Adobe Analytics stacks up 19 Understanding how Google Analytics fits into the picture 22 Evaluating plusses and minuses 25 Noting other analytics options 26 Building a Positive Relationship with Your Data Team 26 Chapter 2: Basic Building Blocks of Reporting and Analysis 27 Standard Categories of Measurement 28 Defining Dimensions 29 Using the page dimension 30 Knowing when a page is not a page 30 Appreciating the foundational role of the page dimension 31 Splitting dimensions with breakdowns 32 Measuring with Metrics 33 Defining hits 33 Measuring page views 33 Counting visits 34 Identifying unique visitors 36 Understanding deduplication 37 Trending metrics 38 Calculating metrics 38 Measuring with Segments 39 Using Report Suites 41 Breaking it down in the real world 42 Using Adobe Experience Cloud Debugger to identify your report suite 43 Chapter 3: Conquering the Analysis Workspace Interface 45 Surveying the Analytics Environment 46 Zooming In on the Workspace 47 Creating Your First Project 48 Understanding the Calendar 51 Using Analysis Workspace Panels 53 Adding Dimensions, Metrics, Segments, and Time Components 56 Adding a dimension 58 Adding a metric 59 Adding a dimensional breakdown 59 Adding a segment 60 Adding a time 60 Navigating the Menu Structure 62 Part 2: Analyzing Data 65 Chapter 4: Building Analytic Reports with Freeform Tables 67 Working with Dimensions and Metrics 67 Wrapping your head around dimensions 68 Combining dimensions and metrics 68 Adding Dimensions to a Table 70 Adding the page dimension 70 Analyzing a second dimension using the visit number dimension 71 Mixing in the marketing channel dimension 72 Zooming in with Multiple Metrics 73 Replacing a metric 73 Adding a second metric 73 Throwing a third metric into the mix 74 Sorting and Filtering Data 75 Sorting freeform tables in ascending and descending order 75 Filtering freeform tables based on a word or phrase 76 Advanced filtering of freeform tables 77 Dropping into the Segment Drop Zone 78 Dropping one or more segments into the drop zone 78 Using metrics, dimensions, and time ranges in the drop zone 80 Exploiting the Value of Templates 81 Looking at the content consumption template 82 Examining the products template 83 Using custom templates 84 Creating custom templates 84 Chapter 5: Using Metrics to Analyze Data 87 Analyzing Time Spent 88 Counting total seconds spent 89 Measuring time spent per visit (seconds) 90 Identifying time spent per visitor (seconds) 91 Calculating average time on site 91 Assessing mobile app time spent 92 Using Metrics for Bounces, Bounce Rate, and Single Page Visits 93 Understanding Metrics Unique to Adobe 94 Counting instances 94 Measuring occurrences 94 Averaging page views per visit 96 Averaging page depth 96 Distinguishing page hits from page events 97 Identifying pages not found 98 Measuring visitors with Experience Cloud ID 98 Analyzing single access 99 Analyzing visits from search engines 99 Using the people metric 99 Exploiting Product and Cart Metrics 100 Identifying product views 100 Metrics for shopping carts 101 Using purchase metrics 103 Working with Custom Metrics in Adobe 104 Chapter 6: Using Dimensions to Analyze Data 107 Wielding Content Dimensions 108 Identifying server sources 108 Looking at the site section dimension 109 Examining hierarchy 110 Finding error pages 112 Analyzing links 112 Specifying Activity Map dimensions 117 Connecting Behavior to Advertising 121 Analyzing referrer dimensions 121 Tracking marketing channels 123 Tying back to search engines 126 Applying campaign tracking codes 130 Chapter 7: Using Device, Product, and Custom Dimensions to Analyze Data 133 Defining Key Technology Dimensions 134 Distinguishing browsers and operating systems 134 Differentiating mobile device dimensions 135 Locating users with geographic dimensions 137 Dissecting Product Dimensions 138 Zooming in on product 139 Adopting product category or not 140 Identifying customer loyalty 140 Sifting through Time Dimensions 141 Applying time-parting 141 Measuring time spent 142 Analyzing visit number 143 Identifying days before first purchase 145 Analyzing days since last purchase 146 Measuring return frequency 147 Identifying single-page visits 148 Working with Custom Dimensions 149 Defining expiration and allocation dimensions 149 Distinguishing between props and eVars 151 Applying date ranges 153 Chapter 8: Productivity Tips and Techniques 155 Exploiting Essential Keyboard and Mouse Shortcuts 155 Opening projects and saving work 156 Creating content 156 Undoing and redoing edits 157 Making quick selections for breakdowns 157 Using the clipboard to move data to other apps 158 Refreshing content 159 Deploying key keyboard shortcuts 159 Taking Advantage of One-Click Visualize 160 Generating unlocked visualizations 160 Locking visualizations 162 Saving time with visualization shortcuts 165 Invoking Time Comparisons 165 Adding a time period column 167 Comparing time periods 168 Applying Conditional Formatting 169 Understanding conditional formatting options 169 Part 3: Massaging Data for Complex Analysis 173 Chapter 9: Designing Precise Segments 175 Understanding and Defining Segments 176 Identifying segment containers 177 Distinguishing segment containers 178 Defining a Segment and Setting the Container 181 Governing your segments properly 183 Creating segments dynamically in a freeform table 185 Sharing segments between users and Adobe solutions 185 Using Virtual Report Suites Based on Segments 187 Identifying virtual report suites 187 Curating via virtual report suites 188 Redefining visits with context-aware sessions 189 Chapter 10: Creating Calculated Metrics to Accelerate Analyses 191 Understanding and Defining Calculated Metrics 191 Calculated metrics in the real world 192 Calculated metrics in the data world 193 Creating Basic Calculated Metrics in a Freeform Table 196 Calculating with two metrics 196 Applying functions to a single metric 198 Building Calculated Metrics from Scratch 198 Adding static numbers to a metric definition 202 Including parentheses when defining new metrics 203 Applying segments to create derived metrics 204 Getting the Most from Calculated Metrics 206 Applying basic and advanced functions 207 Governing all of your calculated metrics 210 Chapter 11: Classified! Using Classifications to Make Data More Accessible 213 Making Data Coherent and Accessible 214 Renaming unfriendly codes 214 Consolidating with classifications 215 Consolidating retroactively 216 Thinking outside product classifications 217 Applying classifications to breakdowns, metrics, and segments 218 Working with Classified Data 218 Identifying classified dimensions 219 Confirming: The best way to identify your classifications 220 Defining Classifications 221 Sending Data to a Classification 225 Importing classification data in bulk 225 Automating classifications with Rule Builder 228 Chapter 12: Applying Attribution Models for Sophisticated Analysis 235 Applying Attribution to Your Data 236 Differentiating Attribution Models 238 Applying last touch and first touch models 238 Considering linear and participation models 240 Exploring U-shaped, J-shaped, and inverse J models 241 Using custom and time decay models 242 Defining best fit, algorithmic, and data-driven attribution 243 Operating Attribution IQ in Workspace 244 Applying Attribution IQ in freeform tables 244 Creating calculated metrics with Attribution IQ 247 Comparing models using the attribution panel 250 Part 4: Visualizing Data to Reveal Golden Nuggets 255 Chapter 13: Creating Chart Visualizations for Data Storytelling 257 Getting the Most from Charts in Adobe Analytics 258 Getting visualization tips from templates 258 Dissecting a donut chart 258 Breaking down a bar chart 260 Looking at trends in a line chart 262 Sizing up data with stacked bar charts 264 Surveying multiple metrics with scatterplots 265 Creating Charts from Table Data 266 Generating a chart from a row of data 266 Generating a chart from multiple rows 267 Locking data displayed in a visualization 269 Building Histograms and Venn Diagrams 270 Organizing data with histograms 271 Deriving insights from Venn diagrams 273 Defining Chart Attributes in Detail 275 Visualization Beyond Data Charts 277 Chapter 14: Advanced Visualization 279 Visualizing Flow Paths 279 Defining flow paths 280 Creating a flow visualization 281 Interacting with flow visualizations 282 Analyzing Fallout Paths 286 Understanding fallout terms and concepts 287 Generating a fallout visualization 287 Building Cohort Tables 291 Understanding essential cohort table terminology 291 Generating a cohort visualization 293 Migrating from Google Analytics’ cohort table 296 Customizing and Sharing Curated Projects 298 Changing Color Palettes 300 Chapter 15: Leveraging Data Science to Identify Unknown Unknowns 303 Detecting Anomalies 304 Using Anomaly Detection for KPIs 304 Understanding how Anomaly Detection works 305 Understanding the logic and math behind Anomaly Detection 305 Identifying statistical methods and rules behind Anomaly Detection 306 Viewing anomalies in a date-based freeform table 307 Viewing anomalies without a date dimension via a trended line chart 309 Turning off Anomaly Detection 310 Discovering Contribution Analysis 311 Using Data Science to Compare Segments 314 Invoking Segment Comparison 315 Brainstorming Segment Comparison use cases 318 Chapter 16: Arming Yourself with Data from the Beyond 321 Drawing Analysis outside Workspace 322 Exporting projects to CSV or PDF 322 Sending projects from workspace to email 323 Creating alerts based on anomalies 325 Tapping into Adobe data directly in Excel 328 Visual Analysis Heat Maps with Activity Map 332 Integrating within Adobe Products 334 Dissecting Adobe Audience Manager audiences in Workspace 335 Integrating your tests and personalization 336 Capturing email metrics in Workspace 337 Integrating beyond Individual Products 337 Analyzing ad data in Adobe 338 Accessing the scale of Experience Cloud 339 Connecting data into Adobe Analytics today 340 Incorporating any dataset in the future 341 Part 5: The Part of Tens 343 Chapter 17: Top Ten Custom Segments 345 Identifying Purchasers 346 Defining a Non-Purchasers Segment 349 Isolating Single-Page Visitors 351 Identifying Single-Visit, Multi-Page Visitors 353 Bucketing SEO to Internal Search 354 Segmenting Pre-Purchase Activity 355 Going Strictly Organic 356 Finding Strictly Paid Activity 356 Filtering Out Potential Bots 357 Identifying Checkout Fallout 358 Chapter 18: Top Ten Analytics Resources 359 Checking Out Adobe’s Analytics Implementation Guide 360 Understanding Why You Need a Measurement Plan 362 Using Data Governance 362 Setting Up a Web Analytics Solution Design 363 Listening In on the Digital Analytics Power Hour 364 Getting Insights from Analytics Agencies 365 Attending Conferences, Conferences, Conferences 366 Joining the Adobe Experience League 367 Learning the Latest from the Adobe Analytics YouTube channel 368 Hacking the Bracket with Adobe Analytics 369 Index 371

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Book SynopsisBenefit from values-based leadership Values-driven organizations are considered by some to be the most successful on the planet. They have high levels of engagement, generate higher earnings, and are more profitable by having an inclusive, multi-tiered strategy.It's a win-win! In Values-Based Leadership For Dummies, you'll get a fool-proof plan for putting the principles of values-based leadership in actionwhich will inspire and motivate others to pursue what matters most. With many Baby Boomers edging toward retirement, the largest generation in history, the Millennials, will be taking over the reins and stepping into leadership roles. They've suffered through the difficult economic times and corporate scandals of the early 2000s and they want things to be different. Inside, you'll get the framework for adopting the principles of values-based leadership that will help Millennialsand any member of any organizationthrive: utilizing the tools of self-reflecTable of ContentsIntroduction 1 Part 1: Getting Started with Values-Based Leadership 7 Chapter 1: Welcome to the World of Values-Based Leadership 9 Chapter 2: Understanding the Evolving Workforce You Serve 21 Chapter 3: Shifting Your Consciousness beyond the Self 35 Chapter 4: Reframing Your Perception of Business 49 Part 2: Becoming a Values-Based Leader 59 Chapter 5: Before You Get There: Knowing Where You Are as a Leader 61 Chapter 6: Nurturing the Four Attributes of a Values-Based Leader 77 Chapter 7: Activating the Grounding Principles 99 Chapter 8: Defining Defiant Workplaces 119 Part 3: Charting the Course and Crafting Your Values 141 Chapter 9: Lighting the Pathway to Establishing Trust 143 Chapter 10: Facing the Truth about Who You Are 159 Chapter 11: Identifying Values and Creating a Values Statement 173 Chapter 12: Going It Alone When Your CEO Isn’t Interested in Values-Based Leadership 191 Chapter 13: Cementing a Career Starlight for the Long Haul 211 Part 4: Supercharging Your Team and the Workplace with Values 225 Chapter 14: Hiring and Retaining Great Talent 227 Chapter 15: Maintaining Engagement and Job Satisfaction 249 Chapter 16: Motivating the Masses 265 Chapter 17: Slicing the Pie: Creating a Culture of Leadership 283 Chapter 18: Fostering an Environment of Innovation 295 Chapter 19: Being Willing to Let People Go 307 Part 5: The Part of Tens 315 Chapter 20: Ten Practices to Stay on Track as a Values-Based Leader 317 Chapter 21: Ten Tips for Staying Connected with Your Team 325 Chapter 22: Ten Facts about the Millennial Market, Its Values, and Its Influence 333 Chapter 23: Ten Workplace Myths 339 Index 347

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Book SynopsisThe age-old question for every leaderhow do we bring out the best in those we lead? Anyone who has run a company, raised a family, lead an army, or coached a team struggles to find the key to help others excel and realize their potential. It is surprising how often we resort to criticism vs. an approach that actually results in a better worker and a better person. What if we could speak Words of Life that transform those under our influence and ignite fires of intrinsic motivation? What if those we lead found great purpose in what they do and worked at their jobs with all their heart? Isn't that what leaders, parents and teachers really want? Ultimately, don't we hope to foster intrinsic motivation so that the individuals we lead become better employees, better students or better athletes? Recent discoveries of brain science and the wisdom of top CEO's that Dr. Tim Irwin interviewed for this book give us the answers we've long sought. In most organizations, the Table of ContentsForeword xi Part I The Science of Extraordinary Influence 1 The Blue Suitcase Phenomenon 3 Many Leaders Create an Effect They Did Not Intend 2 Words of Life 15 New Brain Research Explains How We Bring Out the Best in Others Part II How Extraordinary Influence Works 3 Tactical Affirmation 33 Affirming Style and Competence 4 Strategic Influence 51 How to Give Words of Life 5 Words of Death 67 Constructive Criticism Fails Because Our Brains Are Hard Wired for Something Better 6 Alliance Feedback 81 What Seasoned CEOs Know about Helping Others Change 7 Extraordinary Influence for Underperformers 95 Bringing Out the Best in Someone Who Has Lost His Way Part III Special Applications of Extraordinary Influence 8 Extraordinary Influence for Teams 113 Three Levers for High Performance 9 Motivating High Potentials 129 The Four Transformations to Extraordinarily Influence the Best 10 Performance Appraisals that Lead to Extraordinary Influence 145 How One Famous Company Threw Out Its Traditional Performance Appraisal System and the New Process That’s Reaping Big Gains 11 Special Counsel to Parents, Teachers, and Coaches 161 Extraordinary Influence for Those Entrusted to Our Care 12 What Would Happen If We Put This into Practice? 177 A Call to Action Acknowledgments 181 About the Author 183 Index 185

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Book SynopsisESSENTIALS OF THERMAL PROCESSING Explore this fully updated new edition of a practical reference on food preservation from two leading voices in the industryAmong all food preservation methods in use today, thermal processing remains the single mostimportant technique used in the industry. The newly revised Second Edition of Essentials of Thermal Processing delivers a thorough reference on the science and applications of the thermal processing of a wide variety of food products. The book offers readers essential information on the preservation of food products by heat, including high-acid foods and low-acid sterilized foods requiring a full botulinum cook.The accomplished authorsnoted experts in their fielddiscuss all relevant manufacturing steps, from raw material microbiology through the various processing regimes, validation methods, packaging, incubation testing, and spoilage incidents.Two new chapters on temperature and heat distribution, as well aTable of ContentsPreface Glossary of Terms 1 History of Thermal Processing 1.1 A brief history of the science and technology of thermal processing 1.2 Food Microbiology as a Science 1.3 Packaging for Heat Preserved Foods 1.3.1 Convenience – the can opener is invented 1.3.2 Other forms of packing for “canned foods” 1.4 Developments in Cannery Equipment 1.5 Food Safety 2 Microbiology of Heat Preserved Foods 2.1 Food microbiology 2.1.1 Fungi 2.1.1.1 Moulds 2.1.1.2 Yeasts 2.1.2 Bacteria 2.1.2.1 Growth and reproduction of bacteria 2.2 Factors that affect the growth of microorganisms 2.2.1 pH 2.2.2 Moisture 2.2.3 Nutrients 2.2.4 Oxidation–reduction potential 2.2.5 Antimicrobial resistance 2.2.6 Biological structures 2.2.7 Relative humidity 2.2.8 Oxygen content/concentration of gases in the environment 2.2.9 Temperature 2.3 Description of some microorganisms of importance to thermal processing 2.3.1 Moulds 2.3.2 Yeasts 2.3.3 Bacteria 2.2.3.1 Thermophiles 2.3.3.2 Mesophiles – spore-forming bacteria 2.3.3.3 Mesophiles – non-spore forming pathogenic and spoilage bacteria 2.3.3.4 Psychrophiles 2.4 Risk of leaker spoilage from damaged or compromised packaging 2.5 A guideline for identifying spoilage in canned foods 3 Hurdles to Microbial Growth 3.1 Control of the microorganism loading 3.2 Use of restrictive pH levels 3.3 Anaerobic environment or modified atmosphere environment 3.4 Low temperatures 3.5 Dehydration or low water activity 3.6 Chemical preservation 3.6.1 Organic acids 3.6.2 Sulphites and nitrites 3.6.3 Antibiotics 3.6.4 Antioxidants 3.7 Irradiation 3.8 Combination Treatments 4 Low Acid Canned Foods 4.1 Production of a thermally processed food 4.2 F03 sterilisation processes 4.3 Commercial sterilisation 4.4 Microorganism death kinetics 4.5 Log reductions 5 Acid and Other Pasteurized Products 5.1 Background 5.1.1 Naturally acid foods 5.2 Pasteurisation 5.2.1 Considerations when designing a safe pasteurisation process 5.2.2 Calculation of pasteurisation values 5.3 Inhibitory factors to microorganism growth 5.4 P-value guidelines 5.4.1 High acid: pH < 3.5 5.4.2 Acid: pH 3.5–4.0 5.4.3 Acid: pH 4.0-4.2 5.4.4 Medium acid: pH 4.2–4.6 5.5 Guidelines and General Recommendations 5.5.1 Guidelines to critical factors in thermal processing of acid foods 5.6 Thermal processing of fruit 5.3.1 Packaging selection 5.3.2 Oxidation reactions inside an internally plain can of acid fruit 5.3.3 Pigments that discolour in internally plain cans 5.7 Thermal processing of products with low water activity 5.7.1 Jam and high sugar preserves 5.7.2 Canned cake and sponge pudding 5.8 Thermal processing of cured meats 6 Acidified Foods 6.1 Background 6.2 Acidity measurement using pH 6.2.1 The history of pH 6.2.2 The chemistry of pH 6.2.3 Measurement of pH 6.2.3.1 Potentiometric method 6.2.3.2 Colorimetric measurement 6.2.4 Equilibrium pH 6.3 Acidification of foods 6.4 Processing acidified foods 6.5 Design of pasteurisation processes 6.5.1 Medium acid range: pH 4.2–4.6 6.5.2 Acid range: pH 3.5–4.2 6.5.3 High acid range: pH below 3.5 6.6 Hot fill and hold processing 6.7 Critical control points in the production of acidified foods 6.7.1 Ingredients 6.7.2 Heat processing 6.7.3 Post process equilibrated pH 6.7.4 Container integrity 6.7.5 pH during product shelf-life 7 Heat Preserved Chilled Foods 7.1 Understanding microorganism behaviour 7.1.1 Pathogenic microorganisms relevant to chilled foods 7.1.1.1 Clostridium botulinum 7.1.1.2 Bacillus cereus 7.1.2 Microorganisms likely to be found in chilled foods 7.2 Methods of manufacture 7.2.1 Thermal process step applied prior to packaging 7.2.1.1 Low care–high care factories 7.2.2 Thermal process step applied after packaging 7.2.2.1 Caution with latent heat for frozen protein 8 Processing Systems 8.1 In-pack processing: Retort systems 8.1.1 Condensing steam retorts 8.1.2 Crateless retorts 8.1.3 Water immersion retorts 8.1.4 Water spray and cascade 8.1.5 Steam / air retorts 8.1.6 Shaka retorts 8.1.7 Reel & spiral retorts 8.1.8 Hydrostatic retorts 8.2 In-line processing: Heat exchangers 8.2.1 Flow behaviour 8.2.2 Choice of heat exchanger 8.2.3 Maximising product recovery 7.3 New thermal technologies 9 Cook Values and Optimisation of Thermal Processes 9.1 Mathematical analysis of cooking 9.1.1 Cooking equations and kinetic data 9.1.2 Competition between sterilisation and cooking 9.1.3 Optimisation of temperature / time in processing 9.2 Setting process targets 9.2.1 How to select processing conditions without excess quality damage 10 Process Validation: Temperature and Heat Distribution 10.1 Temperature Distribution 10.1.1 Temperature measurement systems 10.2 Heat Distribution 10.2.1 Modes of heat transfer 10.2.1.1 Radiation 10.2.1.2 Conduction 10.2.1.3 Convection 10.2.1.4 Broken heating or mixed heating 10.3 Heat distribution testing 10.3.1 Conducting a HD test 11 Process Validation: Heat Penetration and Process Calculations 11.1 Setting the target process value 11.2 Selecting the conditions for the HP study 11.3 Locating the product cold point 11.4 Process establishment methods 11.4.1 Log reduction methods for HP testing 11.4.1.1 Microbiological spore methods 11.4.1.2 Biochemical systems 11.5 Process calculation methods 11.5.1 General method 11.5.2 Ball method 11.5.3 Numerical methods 11.5.3 Continuous flow with particulates 12 Cooling and Water Treatment 12.1 Chlorine 12.1.1 Chlorine demand and residual chlorine 12.1.2 Using chlorine 12.2 Chlorine dioxide 12.3 Bromine 12.4 Ozone 12.5 Ultraviolet light 12.6 Membrane filtration 13 Handling Processing Deviations 13.1 What constitutes a process deviation 13.2 What can go wrong 13.3 Actions required 13.3.1 TPA actions 13.3.2 Process deviation analysis for broken heating products 13.3.2 Reprocessing 14 Packaging Options for Heat Preserved Foods 14.1 Metal containers 14.1.1 Tin plate 14.1.2 Tin free steel (TFS or ECCS) 14.1.3 Aluminium 14.1.4 Protective coatings (lacquers) 14.1.4.1 Vinyl lacquers 4 14.1.4.2 Organosol lacquers 14.1.4.3 Epoxy-phenolic lacquer 14.1.4.4 Polyester lacquer 14.1.4.5 Acrylic Lacquers 14.1.4.6 Side stripe lacquers to cover the weld 14.1.5 Internally plain (unlacquered) cans 14.1.6 External covering 14.2 Can construction and handling 14.2.1 Product specification 14.2.2 Storage and handling of empty unused cans and ends 14.2.3 Cleaning of empty unused cans 14.2.4 Double seam formation and inspection procedures 14.2.5 Washing of filled cans 14.2.6 Processing of cans 14.2.7 Cooling of cans 14.2.7.1 Corrosion prevention 14.2.8 Secondary packaging 14.3 Glass 1.3.1 Glass manufacture 14.3.2 Closures for sealing glass food containers 14.3.3 Sealing mechanisms 14.3.4 Inspection procedures 14.3.5 Packing and processing 14.3.5.1 Inspection and preparation of containers 14.3.5.2 Filling 14.3.5.3 Capping 14.3.5.4 Atmospheric processing 14.3.5.5 Pressure processing 14.3.5.6 Cooling 14.4 Plastics, flexibles and laminates 14.4.1 Advantages of retortable plastics 14.4.2 Disadvantages of retortable plastics 14.4.3 Polymers used for retortable packaging 14.4.3.1 Polypropylene (PP) 14.4.3.2 Polyethylene terephthalate (PET) 14.4.3.3 Ethylvinylalcohol (EVOH) 14.4.3.4 Polyvinylidene chloride (PVDC) 14.4.3.5 Polyamide (PA) 14.4.3.6 Aluminium 14.4.3.7 Glass-coated barrier films 14.4.4 Types of packages used for thermally processed foods 14.4.4.1 Retort pouches 14.4.4.2 Plastic cans and pots 14.4.4.3 Retortable composite carton 14.4.5 Processing considerations – control of headspace 15 Incubation Testing 15.1 Purpose of incubation tests 15.2 Causes of spoilage 15.2.1 Leaker spoilage 15.2.2 Under-processing 15.2.3 Thermophilic spoilage 15.3 Descriptive terms for canned food spoilage 15.4 Methods for incubation testing 15.4.1 Sample size 15.4.2 Temperatures and times for incubation 15.4.2.1 Thermophilic organisms 15.4.2.2 Mesophilic organisms 15.4.3 Post incubation inspection of containers 15.5 Biotesting 16 Critical Factors in Thermal Processing 16.1 Background 16.2 Key aspects of hygiene control systems for food processing (from Codex Alimentarius) 16.3 Identifying critical control points in thermal processing 16.3.1 Microbial load or bio-burden 16.3.2 pH of the product 16.3.3 Water activity (aw) 16.3.4 Consistency 16.3.5 Presence, concentration and types of preservatives 16.3.6 Rehydration 16.3.7 Blanching 16.3.8 Size and style of in-going ingredients 16.3.9 Container, packing and filling considerations 16.3.9.1 Headspace 16.3.9.2 Container vacuum and exhausting of containers 16.3.9.3 Container size and geometry 16.3.9.4 Initial temperature of product 16.3.10 Process related critical factors 16.3.10.1 Processing method 16.3.10.2 Processing medium 16.3.10.3 Type and characteristics of heat processing system 16.3.10.4 Processing temperature 16.3.10.5 Processing time 16.3.10.6 Processing at high altitudes 17 Environmental Aspects of Thermal Processing 17.1 Lifecycle Assessment (LCA) 17.1.1 Impact categories 17.1.1.1 Global warming potential (GWP) 17.1.1.2 Pesticide use / ecotoxicity 17.1.1.3 Abiotic resource use 17.1.1.4 Acidification potential 17.1.1.5 Eutrophication potential 17.1.1.6 Land use 17.1.1.7 Water use 17.2 Greenhouse gas emissions 17.2.1 Case study: Bottled apple juice 17.2.1.1 Raw materials (0.407 kg CO2e/PU) 17.2.1.2 Manufacture (0.061 kg CO2e/PU) 17.2.1.3 Transportation (0.057 kg CO2e/PU) 17.2.1.4 Waste (0 kg CO2e/PU) 17.2.1.5 Overall carbon footprint (0.525 kg CO2e/PU) 17.2.1.6 GHG emissions for other food products Index

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Book Synopsis'Lose the Résumé' breaks down every aspect of job hunting, explaining what matters and what doesn't.The New York Times Book Review Lose the resume and land that coveted job Gone are the days of polishing up your resume and sending it out at random. At every level today, you need to lose the resume in order to land the right job. In other words, you have to learn to tell a story about yourself that speaks to your competencies, purpose, passion, and values. Lose the Resume, Land the Job shares the new rules of engagement: How you must think, act, and present yourself so you can win. Based on inner exploration drawn from the IP of the world's largest executive recruiting firm, the book gleans insights and stories (the good, the bad, and sometimes the ugly) from Korn Ferry recruiters across the globe who work with thousands of candidates each day. It helps you gain a deeper perspective on who you are, what you're passionate about, the cultures in which you fit, the kind of bosses you sTable of ContentsIntroduction 11 1 Your Wake-Up Call 18 2 Know Yourself 36 3 Be a Learn-It-All 52 4 Targeting Your Next Opportunity 80 5 Networking is a Contact Sport 98 6 Your Resume: The Story You Tell 112 7 Managing Your Online Presence 132 8 Working with a Recruiter 148 9 Your Interview Prep: Don’t Psych Yourself Out! 162 10 Your Act in Action 184 11 Your Next Job 202 Appendix 215 Korn Ferry Advance 244 Acknowledgments 247

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Book SynopsisTable of ContentsList of Figures xi List of Tables xv Preface xvii Acknowledgments xix Chapter 1 Demand-Driven Forecasting in the Supply Chain 1 Chapter 2 Introduction to Cloud Computing 43 Chapter 3 Migrating to the Cloud 91 Chapter 4 Amazon Web Services and Microsoft Azure 117 Chapter 5 Case Studies of Demand-Driven Forecasting in AWS 221 Chapter 6 Summary 237 Glossary 253 References 255 About the Author 291 Index 293

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Book SynopsisTable of ContentsForeword xiiiby Brian Halligan, CEO and Chairman, HubSpot Preface xxi Our Stories xxvii Acknowledgments xxxv Introduction xxxvii Chapter 1 Doing Business in the Twenty-First Century 1 Change Happens Gradually, Then Suddenly 1 Increased Competition from Everywhere 4 Chapter 2 Buyer Expectations Have Changed 6 Today’s Customer Will Not Be Tomorrow’s Customer 7 Traditional Industries Are Not Immune to the Challenge 10 Why the Inbound Organization Philosophy Is the Right Approach 11 Chapter 3 The Building Blocks of an Inbound Organization 14 The Disruptive Impact of Inbound 15 Chapter 4 Inbound Assessment and the MSPOT 19 Inbound Organization Assessment 19 Creating an MSPOT 28 Chapter 5 Start with Your Mission 33 What Is Your WHY? 33 Document Your Mission 35 Chapter 6 Building a Culture That Reflects Inbound Values 40 Trust, Transparency, and Accountability 42 Putting People First 45 Teams and Teamwork 47 Chapter 7 Inbound Decision Making 51 Inbound Decisions 53 Use Good Judgment 56 Chapter 8 Create an Inbound Operating System 58 Creating Your Culture Code 59 Open Communication Spaces and Tools 62 Employee Feedback Mechanisms 64 Regularly Scheduled and Structured Interactions 65 Chapter 9 Find Inbound People 68 Inbound Recruiting—The Candidate Experience 71 How Do You Find the Right Employees for a People First Culture? 74 Chapter 10 Cerasis—Culture Creating a Movement around a Mission 76 Chapter 11 Inbound Strategies—Change from Selling to Helping People 84 An Inbound Strategy Defined 87 Be Honest with Yourself and Your Team 89 Chapter 12 Inbound Strategies Are Engagement Focused 92 Connecting Emotionally 93 Delivering the Right Help at the Right Time 95 Try Before You Buy 96 Chapter 13 Inbound Strategies Are Persona Based 99 Buying Insight 101 How Target Markets Are Different than Demographics 105 Chapter 14 Politics, Personas, and Inbound 110 Chapter 15 Inbound Strategies Match the Buyer’s Journey 115 Awareness 118 Consideration 120 Decision 122 Success 123 Chapter 16 Centralized View of the Customer 126 Warning 128 How to Build a Centralized View of the Customer 128 Chapter 17 My Car Dealer, No Help at All 131 Chapter 18 Inbound Marketing Is a Strategic Imperative 136 Why Inbound Organizations Must Be Great at Producing and Publishing Content 137 What Is the Source of Great Content? 137 What Are the Most Important Types of Content to Produce? 139 The Secret of a Successful Inbound Marketing and Content Strategy 141 What You Get from Inbound Marketing and Content 144 Chapter 19 Bell Performance—Content Attracting, Engaging, and Helping an Audience 146 Chapter 20 Inbound Selling 152 Developing an Inbound Sales Process 156 Personalize the Entire Sales Experience 160 Chapter 21 Yokel Local’s Strange Trip to Becoming a HubSpot Agency Partner 162 Chapter 22 SMarketing 167 Implementing SMarketing 170 Set Common Goals with a Service Level Agreement 171 Chapter 23 Tube Form Solutions—Aligning the Sales Team with Buyers 175 Chapter 24 Inbound Service 184 Defining the Customer Journey 186 How Do You Build the Ideal Customer Journey? 189 What Buyers Expect from Inbound Service 190 Chapter 25 Measuring the Health of Your Relationships 192 Health Check as a Best Practice 193 Service Alignment with Marketing and Sales 195 Chapter 26 Inbound Back Office 197 Do Finance and Accounting Help Your Customer’s Experience? 198 Finance’s Role Moving Forward 201 Inbound Value on the Balance Sheet 201 Inbound Legal 203 Inbound IT 205 Chapter 27 Inbound Ecosystems 208 The Ideas behind an Inbound Ecosystem 210 Chapter 28 The Inbound Organization in 10 Years 214 Technology Will Drive Marketing and Sales Personalization 216 The Inbound Organization in 10 Years 218 Adopt Inbound 220 Notes 223 Index 237

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Book SynopsisTable of ContentsForeword xi Preface xiii Acknowledgments xix CHAPTER 1 The CIO Dilemma 1 Business Integration 2 Security 2 Data Analytics 3 Legal Exposure 3 Cost Containment 3 Some History 4 The Challenge 5 The New Paradigm 6 Consumerization of Technology: The Next Paradigm Shift 7 The End of Planning 8 The CIO in the Organizational Context 9 IT: A View from the CEO 14 CHAPTER 2 IT Drivers and Supporters 19 Drivers and Supporters 19 Drivers: A Closer Look from the CIO 23 Supporters: Managing with Efficiency 23 IT: A Driver or a Supporter? 24 Technological Dynamism 25 Responsive Organizational Dynamism 26 IT Organization Communications with ‘‘Others’’ 31 Movement of Traditional IT Staff 31 Technology Business Cycle 33 Information Technology Roles and Responsibilities 38 Conclusion 39 CHAPTER 3 The Strategic Advocacy Mindset 41 What Is Strategic Advocacy? 41 A Political Economy Framework for Contextualizing Strategic Advocacy 44 Strategic Thinking: A Particular Kind of Mindset 47 Political Savvy as the Underpinning of Effective Strategic Advocacy 56 Conclusion 62 CHAPTER 4 Real-World Case Studies 67 BP: Dana Deasy, Global CIO 68 Merck & Co.: Chris Scalet, Senior Vice President and CIO 70 Covance: John Repko, CIO 71 Cushman & Wakefield: Craig Cuyar, CIO 73 Prudential: Barbara Koster, SVP and CIO 75 Procter & Gamble: Filippo Passerini, Group President and CIO 76 Cushman & Wakefield: A View from Another Perspective 77 Conclusion 83 CHAPTER 5 Patterns of a Strategically Effective CIO 87 Personal Attributes 87 Organization Philosophy 100 Conclusion 114 CHAPTER 6 Lessons Learned and Best Practices 117 Five Pillars to CIO Success—Lessons Learned 117 The CIO or Chief IT Executive 120 Chief Executive Officer 134 Middle Management 145 Conclusion 150 CHAPTER 7 Implications for Personal Development 159 Rationale for a Self-Directed Learning Process of Personal Development 160 Adopting a Developmental Action Inquiry Process for Both Strategic Insight and Mindset Awareness 162 Testing One’s ‘‘Business‘‘ Acumen 165 Thinking Holistically in Terms of Situational Analysis and Synthesis of the Organization’s Position 167 Developing Strategic Mindsets Within the Technology Function 171 The Balanced Scorecard 172 Conclusion 176 CHAPTER 8 Digital Transformation and Business Strategy 179 Introduction 179 Requirements Without User Input 184 The S-Curve and Digital Transformation 187 Organizational Change and the S-Curve 189 Communities of Practice 190 The Technology Leader Role in the Digital Era 190 Technology Disruption on Firms and Industries 191 Critical Components of ‘‘Digital‘‘ Organization 193 How to Assimilate Digital Technology 194 Conclusion 196 CHAPTER 9 Integrating Gen Y Talent 197 Introduction 197 Employment in the Digital Economy 199 Attributes of Gen Y Employees 200 Benefits of Gen Y Employees 201 Integration of Gen Y with Baby Boomers and Gen X 201 Designing the Digital Enterprise 202 Gen Y Talent from Underserved Populations 203 Langer Workforce Maturity Arc 204 Implications for New Pathways for Digital Talent 210 Global Implications for Sources of Talent 212 Conclusion 212 CHAPTER 10 Creating a Cyber Security Culture 215 Introduction 215 History 215 Presenting to the Board 217 Designing a Cyber Security Culture 217 Dealing with Compromise 218 Cyber Security and Responsive Organizational Dynamism 218 Cyber Strategic Integration 219 Cyber Cultural Assimilation 220 Summary 221 Organizational Learning and Cyber-Minded Application Development 222 Risk and Cyber Security 222 Risk Responsibility 223 Cyber and Driver/Supporter Theory 225 CHAPTER 11 The Non-IT CIO of the Future 227 Driver-Side Responsibilities—New Automation 227 Conclusion 242 CHAPTER 12 Conclusion: New Directions for the CIO of the Future 245 Bibliography 261 About the authors 267 Index 269

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Book SynopsisTable of Contents Introduction to Operations Management Operations Strategy and Competitiveness Product Design and Process Selection Supply Chain Management Total Quality Management Statistical Quality Control Just-in-Time and Lean Systems Forecasting Capacity Planning and Facility Location Facility Layout Work System Design Inventory Management Aggregate Planning Resource Planning Scheduling Project Management SUPPLEMENT A: Spreadsheet Modeling: An Introduction SUPPLEMENT B: Introduction to Optimization SUPPLEMENT C: Waiting Line Models SUPPLEMENT D: Master Scheduling and Rough-Cut Capacity Planning

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Book SynopsisTable of ContentsPart 1: Management Chapter 1: Management Today Chapter 2: Management Learning Past to Present Chapter 3: Ethics and Social Responsibility Part 2: Environment Chapter 4: Environment, Innovation, and Sustainability Chapter 5: Global Management and Cultural Diversity Chapter 6: Entrepreneurship and New Ventures Part 3: Planning and Controlling Chapter 7: Information and Decision Making Chapter 8: Planning Processes and Techniques Chapter 9: Control Processes and Systems Chapter 10: Strategy and Strategic Management Part 4: Organizing Chapter 11: Organization Structures and Design Chapter 12: Organization Culture and Change Chapter 13: Human Resource Management Part 5: Leading Chapter 14: Leading and Leadership Development Chapter 15: Individual Behavior Chapter 16: Motivation Theory and Practice Chapter 17: Teams and Teamwork Chapter 18: Communication and Collaboration

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Book SynopsisEvery sale is made or lost in 60 secondsmake them count Cold calling and pushing your way into an office or a living room creates an atmosphere of adversity and distrust you must overcome before you close the deal. With those tired tactics, you're swimming upstream, against a strong current, with a bag of rocks tied to your waist. Sales has changed. Legacy sales gimmicks destroy relationships right from the first minute. The 60 Second Sale is a turnkey system for building profitable, lifelong relationships. Whether you work with affluent consumers or sell to senior executives in FORTUNE 500 companies, this step-by-step guide will help you open doors, close deals, and make more money in a way that leverages your natural strengths. That's the magnificence of the 60 second sale system. You get to be yourself and build your business. In this book you will discover: How to start a sales conversation in 60 seconds Who Table of ContentsHow to Use This Book ix Introduction: Who is This Guy? Why Should I Read This Book? xv Chapter 1 It Was Never about the Pen 1 Chapter 2 The First 60 Seconds Sets the Tone for a Lifetime 15 Chapter 3 The RaporMax® System 31 Chapter 4 Get MAD, Get Clients, Get Money 53 Chapter 5 Forget the Frat Boy Approach – Convert with a Honeypot 65 Chapter 6 Put Your Mouth Where the Money is 87 Chapter 7 Premier Positioning through Publishing 103 Chapter 8 A Place for Your Stuff: Primary Internet Presence 115 Chapter 9 Anti-Social Media 127 Chapter 10 ACTION Speaks Louder Than Words 139 Chapter 11 How to Be Great at Networking Even If You Hate People 157 Chapter 12 Qualified Prospects Become Quality Clients 175 Chapter 13 Open a Door and Close the Deal 191 Chapter 14 The End of the Beginning 205 Parting Shots: Seven Mistakes Sales Leaders Make 209 Glossary 213 Acknowledgments 217 About the Author 219 Index 221

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Book SynopsisTable of ContentsVI. Foreword (by Punit Renjen, Global CEO, Deloitte Touche Tohmatsu Limited) 1. Chapter 1 The Power of Chemistry 13. Chapter 2 The Lay of the Land Business Chemistry Core 20. Chapter 3 PIONEERS Value Possibilities and Spark Energy and Imagination 29. Chapter 4 GUARDIANS Value Stability and Bring Order and Rigor 39. Chapter 5 DRIVERS Value Challenge and Generate Momentum 49. Chapter 6 INTEGRATORS Value Connection and Draw Teams Together 62. Chapter 7 Recognizing Others Through Business Chemistry “Tells” 81. Chapter 8 Using Business Chemistry Responsibly Business Chemistry Electives 92. Chapter 9 What about Introverts and Extroverts? 103. Chapter 10 Stress, Career Aspirations, and Other Headlines 129. Chapter 11 Nature or Nurture? (And Other Timeless Questions) Business Chemistry Applications 152. Chapter 12 Pioneers in Hell: How to Stop Killing Their Potential 169. Chapter 13 Guardians in Hell: How to Stop Killing Their Potential 185. Chapter 14 Drivers in Hell: How to Stop Killing Their Potential 203. Chapter 15 Integrators in Hell: How to Stop Killing Their Potential 220. Chapter 16 Creating Powerful Relationships with Colleagues, Customers, and Everyone Else 234. Chapter 17 Putting Business Chemistry to Work On Your Teams 260. Chapter 18 Got Chemistry? Additional Content 265. About the Authors (or When a Pioneer and a Guardian Work Together) 271. Appendix: Details of the Business Chemistry System 294. Acknowledgments 296. Photo Credits

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Book SynopsisConscious is a deeply human approach to personal change Our world is changing faster than our ability to adapt. Ambushed by speed, complexity, and uncertainty, many of us are unprepared for this acceleration. We act on autopilot as new challenges confront us. We are too reactive to problems and miss out on opportunities. We get hijacked by conflicting values and polarizing relationships. We face uncertainty with fear and mistrust. Stress and burnout are pervasive as many of us do not perform up to our potential. Organizations are not adapting well either. Seventy percent of change efforts fail. Slow execution, unrealized growth, unhealthy cultures, and obsession with short-term results undermine long-term success. Inside communities, there is more tension, diminishing trust in our institutions, and a growing inability to solve our most complex social problems. The primary culprit for these maladies is our lack of awareness. Let's face it: Our current approach to change is runningTable of ContentsPart I CONSCIOUS IS THE NEW SMART 1 The Wild, Wireless World 3 2 Conscious Is the New Smart 13 3 The Path to Being Conscious 21 4 Your Return on Investment 31 Part II GO DEEP To Discover Your Inner Self 5 Who Is That Person in the Mirror? 39 6 Discover Your Innate Wisdom 47 7 Can You See the Alligator in the Trees? 55 8 Discomfort Is the New Immunization 61 9 Your Roots of Conscious Living 67 10 Travel Light 75 Part III THINK BIG To See a World of Possibilities 11 A 280-Character Universe 87 12 Be Your Own Drone 93 13 Leverage Your Personal Ecosystem 99 14 Develop Your Google Mind 109 15 “And” Is the New “Or” 115 16 Inclusion Is the Road to Innovation 121 Part IV GET REAL With Your Accelerators and Hijackers 17 Transforming Yourself 133 18 The Three Faces of Anxiety 143 19 Feed Your Accelerators 151 20 Befriend Your Hijackers 159 Part V STEP UP To Your Highest Potential 21 Live Your Higher Purpose 173 22 Amplify Your Personal Sensors 179 23 Lead with Constructive Impatience 185 24 Make Civility Your Guide 191 25 Build a Shared Consciousness 197 26 Help Your Garden Grow 203 27 Leave a Legacy 209 Notes & Further Reading 213 Acknowledgments 231 About the Authors 235 Index 239

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Book SynopsisGuides in the application of linear programming to firm decision making, with the goal of giving decision-makers a better understanding of methods at their disposal Useful as a main resource or as a supplement in an economics or management science course, this comprehensive book addresses the deficiencies of other texts when it comes to covering linear programming theoryespecially where data envelopment analysis (DEA) is concernedand provides the foundation for the development of DEA. Linear Programming and Resource Allocation Modeling begins by introducing primal and dual problems via an optimum product mix problem, and reviews the rudiments of vector and matrix operations. It then goes on to cover: the canonical and standard forms of a linear programming problem; the computational aspects of linear programming; variations of the standard simplex theme; duality theory; single- and multiple- process production functions; sensitivity analysis of the optimal solution; structural changTable of ContentsPreface xi Symbols and Abbreviations xv 1 Introduction 1 2 Mathematical Foundations 13 2.1 Matrix Algebra 13 2.2 Vector Algebra 20 2.3 Simultaneous Linear Equation Systems 22 2.4 Linear Dependence 26 2.5 Convex Sets and n-Dimensional Geometry 29 3 Introduction to Linear Programming 35 3.1 Canonical and Standard Forms 35 3.2 A Graphical Solution to the Linear Programming Problem 37 3.3 Properties of the Feasible Region 38 3.4 Existence and Location of Optimal Solutions 38 3.5 Basic Feasible and Extreme Point Solutions 39 3.6 Solutions and Requirement Spaces 41 4 Computational Aspects of Linear Programming 43 4.1 The Simplex Method 43 4.2 Improving a Basic Feasible Solution 48 4.3 Degenerate Basic Feasible Solutions 66 4.4 Summary of the Simplex Method 69 5 Variations of the Standard Simplex Routine 71 5.1 The M-Penalty Method 71 5.2 Inconsistency and Redundancy 78 5.3 Minimization of the Objective Function 85 5.4 Unrestricted Variables 86 5.5 The Two-Phase Method 87 6 Duality Theory 95 6.1 The Symmetric Dual 95 6.2 Unsymmetric Duals 97 6.3 Duality Theorems 100 6.4 Constructing the Dual Solution 106 6.5 Dual Simplex Method 113 6.6 Computational Aspects of the Dual Simplex Method 114 6.7 Summary of the Dual Simplex Method 121 7 Linear Programming and the Theory of the Firm 123 7.1 The Technology of the Firm 123 7.2 The Single-Process Production Function 125 7.3 The Multiactivity Production Function 129 7.4 The Single-Activity Profit Maximization Model 139 7.5 The Multiactivity Profit Maximization Model 143 7.6 Profit Indifference Curves 146 7.7 Activity Levels Interpreted as Individual Product Levels 148 7.8 The Simplex Method as an Internal Resource Allocation Process 155 7.9 The Dual Simplex Method as an Internalized Resource Allocation Process 157 7.10 A Generalized Multiactivity Profit-Maximization Model 157 7.11 Factor Learning and the Optimum Product-Mix Model 161 7.12 Joint Production Processes 165 7.13 The Single-Process Product Transformation Function 167 7.14 The Multiactivity Joint-Production Model 171 7.15 Joint Production and Cost Minimization 180 7.16 Cost Indifference Curves 184 7.17 Activity Levels Interpreted as Individual Resource Levels 186 8 Sensitivity Analysis 195 8.1 Introduction 195 8.2 Sensitivity Analysis 195 8.2.1 Changing an Objective Function Coefficient 196 8.2.2 Changing a Component of the Requirements Vector 200 8.2.3 Changing a Component of the Coefficient Matrix 202 8.3 Summary of Sensitivity Effects 209 9 Analyzing Structural Changes 217 9.1 Introduction 217 9.2 Addition of a New Variable 217 9.3 Addition of a New Structural Constraint 219 9.4 Deletion of a Variable 223 9.5 Deletion of a Structural Constraint 223 10 Parametric Programming 227 10.1 Introduction 227 10.2 Parametric Analysis 227 10.2.1 Parametrizing the Objective Function 228 10.2.2 Parametrizing the Requirements Vector 236 10.2.3 Parametrizing an Activity Vector 245 10.A Updating the Basis Inverse 256 11 Parametric Programming and the Theory of the Firm 257 11.1 The Supply Function for the Output of an Activity (or for an Individual Product) 257 11.2 The Demand Function for a Variable Input 262 11.3 The Marginal (Net) Revenue Productivity Function for an Input 269 11.4 The Marginal Cost Function for an Activity (or Individual Product) 276 11.5 Minimizing the Cost of Producing a Given Output 284 11.6 Determination of Marginal Productivity, Average Productivity, Marginal Cost, and Average Cost Functions 286 12 Duality Revisited 297 12.1 Introduction 297 12.2 A Reformulation of the Primal and Dual Problems 297 12.3 Lagrangian Saddle Points 311 12.4 Duality and Complementary Slackness Theorems 315 13 Simplex-Based Methods of Optimization 321 13.1 Introduction 321 13.2 Quadratic Programming 321 13.3 Dual Quadratic Programs 325 13.4 Complementary Pivot Method 329 13.5 Quadratic Programming and Activity Analysis 335 13.6 Linear Fractional Functional Programming 338 13.7 Duality in Linear Fractional Functional Programming 347 13.8 Resource Allocation with a Fractional Objective 353 13.9 Game Theory and Linear Programming 356 13.9.1 Introduction 356 13.9.2 Matrix Games 357 13.9.3 Transformation of a Matrix Game to a Linear Program 361 13.A Quadratic Forms 363 13.A.1 General Structure 363 13.A.2 Symmetric Quadratic Forms 366 13.A.3 Classification of Quadratic Forms 367 13.A.4 Necessary Conditions for the Definiteness and Semi-Definiteness of Quadratic Forms 368 13.A.5 Necessary and Sufficient Conditions for the Definiteness and Semi-Definiteness of Quadratic Forms 369 14 Data Envelopment Analysis (DEA) 373 14.1 Introduction 373 14.2 Set Theoretic Representation of a Production Technology 374 14.3 Output and Input Distance Functions 377 14.4 Technical and Allocative Efficiency 379 14.4.1 Measuring Technical Efficiency 379 14.4.2 Allocative, Cost, and Revenue Efficiency 382 14.5 Data Envelopment Analysis (DEA) Modeling 385 14.6 The Production Correspondence 386 14.7 Input-Oriented DEA Model under CRS 387 14.8 Input and Output Slack Variables 390 14.9 Modeling VRS 398 14.9.1 The Basic BCC (1984) DEA Model 398 14.9.2 Solving the BCC (1984) Model 400 14.9.3 BCC (1984) Returns to Scale 401 14.10 Output-Oriented DEA Models 402 References and Suggested Reading 405 Index 411

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Book SynopsisChannel happiness and find your purpose with stories from the world's leading minds Work is Love Made Visible offers the insights of some of the world's greatest thought leaders as they tackle one of life's most difficult treasure hunts: finding purpose. The word purpose is big. Very big. And heavy. It carries the weight of a lifetime of work and struggle; the weight of legacy, and the mass of days spent not doing something else. It's something we all grapple with at some pointsome of us find our purpose, others spend a lifetime searching. A lucky few grow to realize they've been working their purpose all along. Most of us aren't quite that lucky; often, fulfilling your purpose requires some kind of changecareer, lifestyle, habits, familyand what then? Are we selfish for the upheaval, or are we fulfilling destiny? Once we know our purpose, how do we pursue it? This book asked those very questions of people who have followed their purpTable of ContentsForeword Alan Mulally xv Preface xix Acknowledgments xxiii About the Editors xxv PART I Leadership Is a Matter of How to Be, Not How to Do 1 Chapter 1 My Journey with Peter Drucker 3Frances Hesselbein Chapter 2 The Evolution of Leadership – Yesterday, Today, and Tomorrow 9Marshall Goldsmith Chapter 3 Leaders Who Become Organization Anthropologists 19ave Ulrich Chapter 4 Waves 27Whitney Johnson Chapter 5 Being a Good Leader 37Patrick Lencioni Chapter 6 Scaling Your Impact as a Leader 41Taavo Godtfredsen Chapter 7 In Search of Obsession 51Susan Scott PART II To Serve Is to Live 57 Chapter 8 A Call to Create Positive Change on a Global Scale 59Jim Yong Kim Chapter 9 Turning Defeat into Victory 65Margaret Heffernan Chapter 10 What I See from My Window 71Eric Schurenberg Chapter 11 Loving Work Despite the Odds: Secrets from Sir Richard Branson and Nelson Mandela 77Mark C. Thompson Chapter 12 The New Work of Leaders: How Does Your Leadership Narrative Show Up? 85Stephanie Pace Marshall Chapter 13 Choose, Build, Live High Expectations! 93Mel Spiese Chapter 14 Respect, Courage, Honesty: True Leadership Traits 103Jack Zenger PART III Defi ning Moments 107 Chapter 15 The Power of Accepting Feedback 109Hubert Joly Chapter 16 Discovering Motifs 115Rita McGrath Chapter 17 Is It Time to Leave Your Comfort Zone? 123Beverly Kaye Chapter 18 Understanding in Moments 129Catherine Carr Chapter 19 Brother, Can You Paradigm? 137Jeffrey Kuhn Chapter 20 Life Lessons from the Tennis Court 147Prakash Raman Chapter 21 The Need for Conscious Choice 155Margaret (Meg) Wheatley PART IV Be Ye an Opener of Doors 161 Chapter 22 The Elegance and Simplicity of Coaching 163Michael Bungay Stanier Chapter 23 The Gift of Belonging 169Garry Ridge Chapter 24 New Leader Development: Leadership Lessons from the Doerr Institute 181Brigadier General Tom Kolditz Chapter 25 The World’s Greatest Ophthalmologist 191Pawel Motyl Chapter 26 Don’t Just Let Culture Happen 199Alex Osterwalder Chapter 27 The Space Between Intention and Action 205Liz Wiseman PART V Bright Future! 213 Chapter 28 Be Positive! 215Frances Hesselbein Chapter 29 What Do People Do All Day? 221Sarah McArthur Chapter 30 What If There Were No Problems, Only Projects? 227David Allen Chapter 31 A Cheerleader at Heart 235Whitney Johnson Chapter 32 Silver Linings 241Asheesh Advani Chapter 33 Are You Happy at Work? (And Why It Matters) 247Annie McKee Index 255

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Book SynopsisDiscover your true self and align your life journey around your core beliefs, values and perspective. Designed as both a companion piece to the author''s previous book, The Power of Understanding People, and a stand-alone work, The Power of Understanding Yourself provides readers with a blueprint for examining their true purpose and approach to life and a map for achieving greater personal happiness, professional success and self-awareness. It explores personal attributes related to interactive style, diving deeper into the concepts from the author''s previous book, provides exercises for exploring how to connect your current life status to a desired future state and encourages readers to engage in a deep exploration of their core values, beliefs, mission and vision to become their best self. Find the key to self-discovery and personal development Uncover your true purpose Use helpful exercises to reveal the best you Table of ContentsPreface xi Acknowledgments xv Part One: The Grape Chapter 1: Metacognition: The Process of Evaluating “The Juice” 3 Metacognition versus Self-Awareness 4 Thinking About Our Thoughts 5 Choosing to Extract Me 8 Your Cognitive Schemas Make You Unique 9 Chapter 2: Locus of Control: You Are the Winemaker 13 Delusions, Control, and Disappointment 14 Finding Your Locus of Control 16 Chapter 3: Alignment: From Vine to Bottle 23 Inputs and Outputs 24 Horizontal Alignment 26 Chapter 4: Core Ideology: The Crush of Juice,Stems, Skins, and Seeds 31 Examining Inputs 34 Assessing Your Desired Outputs 36 Identifying Your Core Ideology 42 Vertical Alignment 47 Part Two: The Style Chapter 5: What’s My Style? Shades of Me 51 Understanding Interactive Style 55 Chapter 6: Experts: It’s About the Process for Me 63 Meeting the Expert 64 The Behavioral Cues (or lack thereof) of Experts 65 An Expert Is a Wine’s Acidity 67 Chapter 7: Romantics: It’s About the People for Me 71 Meeting the Romantic 72 Putting Others’ Happiness before Your Own 73 Reframing Childhood Trials 74 A Romantic Is a Wine’s Sweetness 76 Chapter 8: Masterminds: It’s About the Possibilities for Me 79 Meeting the Mastermind 80 Breaking the Rule in Order to Follow the Rule 82 A Mastermind Is a Wine’s Fruit 86 Chapter 9: Warriors: It’s About the Pace and the Point for Me 89 Meeting the Warrior 90 No Room for Interesting Details 92 A Warrior Is a Wine’s Tannin 94 Part Three: The Balance Chapter 10: Punching Down the Cap: The Pursuit of Balance 99 Finding the Right Balance 100 The Good and Bad of Stress 103 Chapter 11: Punching Down the Expert Style Influence on Me 107 Complementary Versus Contrasting Balance 110 An Expert with a Secondary Romantic (lowest score A column, next-lowest score B column) 111 An Expert with a Secondary Mastermind (lowest score A column, next-lowest score C column) 115 An Expert with a Secondary Warrior (lowest score A column, next-lowest score D column) 119 Extracting Me Worksheet 121 Chapter 12: Punching Down the Romantic Style Influence on Me 123 A Romantic with a Secondary Expert (lowest score B column, second-lowest score A column) 126 A Romantic with a Secondary Mastermind (lowest score B column, second-lowest score C column) 128 A Romantic with a Secondary Warrior (lowest score B column, second-lowest score D column) 131 Extracting Me Worksheet 134 Chapter 13: Punching Down the Mastermind Style Influence on Me 135 A Mastermind with a Secondary Expert (lowest score C column, next-lowest score A column) 138 A Mastermind with a Secondary Romantic (lowest score C column, next-lowest score B column) 142 A Mastermind with a Secondary Warrior (lowest score C column, next-lowest score D column) 143 Extracting Me Worksheet 147 Chapter 14: Punching Down the Warrior Style Influence on Me 149 A Warrior with a Secondary Expert (lowest score D column, next-lowest score A column) 152 A Warrior with a Secondary Romantic (lowest score D column, next-lowest score B column) 154 A Warrior with a Secondary Mastermind (lowest score D column, next-lowest score C column) 157 Extracting Me Worksheet 159 Chapter 15: An Example of Punching Down Your Own Style 161 Analyzing My Assessment 163 Part Four: The Vintage Chapter 16: Veraison: The Evolution of Me 171 A Shift in Perspective 174 Holy !* 176 Identifying Your Veraison 180 Chapter 17: Age-Worthy: Maintaining the Best Me 183 Becoming Better with Age 184 An Endless Appetite for Learning 185 Civil Conversations for Understanding Different Perspectives 189 Aging Well Physically 193 A Plan for Greater Achievement 195 Epilogue: Uncorking Me 197 Extracting Me Worksheet 199 About the Author 209 Index 211

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Book SynopsisTable of ContentsAbout the Author xi Preface xiii Acknowledgments xvii Part One An Introduction To The Crisis 1 Chapter 1 Healthy Skepticism for Risk Management 3 A “Common Mode Failure” 5 Key Definitions: Risk Management and Some Related Terms 8 What Failure Means 14 Scope and Objectives of This Book 17 Chapter 2 A Summary of the Current State of Risk Management 21 A Short and Entirely-Too-Superficial History of Risk 21 Current State of Risk Management in the Organization 25 Current Risks and How They are Assessed 26 Chapter 3 How Do We Know What Works? 35 Anecdote: The Risk of Outsourcing Drug Manufacturing 36 Why It’s Hard to Know What Works 40 An Assessment of Self-Assessments 44 Potential Objective Evaluations of Risk Management 48 What We May Find 57 Chapter 4 Getting Started: A Simple Straw Man Quantitative Model 61 A Simple One-for-One Substitution 63 The Expert as the Instrument 64 A Quick Overview of “Uncertainty Math” 67 Establishing Risk Tolerance 72 Supporting the Decision: A Return on Mitigation 73 Making the Straw Man Better 75 Part Two Why It’s Broken 79 Chapter 5 The “Four Horsemen” of Risk Management: Some (Mostly) Sincere Attempts to Prevent an Apocalypse 81 Actuaries 83 War Quants: How World War II Changed Risk Analysis Forever 86 Economists 90 Management Consulting: How a Power Tie and a Good Pitch Changed Risk Management 96 Comparing the Horsemen 103 Major Risk Management Problems to Be Addressed 105 Chapter 6 An Ivory Tower of Babel: Fixing the Confusion about Risk 109 The Frank Knight Definition 111 Knight’s Influence in Finance and Project Management 114 A Construction Engineering Definition 118 Risk as Expected Loss 119 Defining Risk Tolerance 121 Defining Probability 128 Enriching the Lexicon 131 Chapter 7 The Limits of Expert Knowledge: Why We Don’t Know What We Think We Know about Uncertainty 135 The Right Stuff: How a Group of Psychologists Might Save Risk Analysis 137 Mental Math: Why We Shouldn’t Trust the Numbers in Our Heads 139 “Catastrophic” Overconfidence 142 The Mind of “Aces”: Possible Causes and Consequences of Overconfidence 150 Inconsistencies and Artifacts: What Shouldn’t Matter Does 155 Answers to Calibration Tests 160 Chapter 8 Worse Than Useless: The Most Popular Risk Assessment Method and Why It Doesn’t Work 163 A Few Examples of Scores and Matrices 164 Does That Come in “Medium”?: Why Ambiguity Does Not Offset Uncertainty 170 Unintended Effects of Scales: What You Don’t Know Can Hurt You 173 Different but Similar-Sounding Methods and Similar but Different-Sounding Methods 183 Chapter 9 Bears, Swans and Other Obstacles to Improved Risk Management 193 Algorithm Aversion and a Key Fallacy 194 Algorithms versus Experts: Generalizing the Findings 198 A Note about Black Swans 203 Major Mathematical Misconceptions 209 We’re Special: The Belief That Risk Analysis Might Work, but Not Here 217 Chapter 10 Where Even the Quants Go Wrong: Common and Fundamental Errors in Quantitative Models 223 A Survey of Analysts Using Monte Carlos 224 The Risk Paradox 228 Financial Models and the Shape of Disaster: Why Normal Isn’t So Normal 236 Following Your Inner Cow: The Problem with Correlations 243 The Measurement Inversion 248 Is Monte Carlo Too Complicated? 250 Part Three How to Fix It 255 Chapter 11 Starting with What Works 257 Speak the Language 259 Getting Your Probabilities Calibrated 266 Using Data for Initial Benchmarks 272 Checking the Substitution 280 Simple Risk Management 285 Chapter 12 Improving the Model 293 Empirical Inputs 294 Adding Detail to the Model 305 Advanced Methods for Improving Expert’s Subjective Estimates 312 Other Monte Carlo Tools 315 Self-Examinations for Modelers 317 Chapter 13 The Risk Community: Intra- and Extra-organizational Issues of Risk Management 323 Getting Organized 324 Managing the Model 327 Incentives for a Calibrated Culture 331 Extraorganizational Issues: Solutions beyond Your Office Building 337 Practical Observations from Trustmark 339 Final Thoughts on Quantitative Models and Better Decisions 341 Additional Calibration Tests and Answers 345 Index 357

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Book Synopsis

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Book SynopsisYou cannot win without a workplace where women and men have equal opportunities, equal input, and equal power.Dominic Barton, Global Managing Partner, McKinsey & Company On almost a daily basis, we read stories in the news about high-profile male leaders, CEOs, venture capitalists, and entrepreneurs harassing and acting inappropriately toward the women with whom they work. Following such revelations, these men generally lose their jobs, and their companies lose valuable female talent, customers/clients, and their reputations. And, although we regularly hear stories about the bro culture that obstructs women''s progress and creates hostile work environments for them, we haven''t heard as much about the efforts of good men who want to change the in-office behaviorof their teams and companies so that they and women they work with can realize their full potential and their businesses can thrive. This book teaches men and managers how to respond in these situations anTable of ContentsForeword xiii Dominic Barton,Global Managing Director, McKInsey & Company Introduction 1 You want to get to the next level in your career or business.You’re one of the good guys. You see opportunities. You like to win and are not afraid of competition. You want to work well with women and support equality. You wonder why, with all the investments made in educating girls and developing women, we still have all these “women’s” issues. 1 Why Care About Gender Balance at Work? 34 Diversity = dollars. The business case for “why men and women”’ and the facts, presented in a way you haven’t thought of before. Your objections and skepticism addressed. Why the only way to win is to win together. 2 The WE 4.0 Framework 54 Four actions that maximize your own success and business results when men and women work equally together. How you can individually effect change where you are now regardless of what’s happening around you. 3 Eliminate 66 What to stop. Horror stories, hero stories, and techniques the savviest leaders use. Specifi c ways to interrupt unconscious bias and improve your work environment so that everyone has an equal opportunity to succeed. 4 Expand 92 What to increase. How you can recruit, retain, give direct feedback, and network with women. Be a sponsor, not just a mentor. Develop female talent and improve your own results. 5 Encourage 128 How to support. Discover what most men and managers miss in meetings and what to do about it. Take simple steps to make women and their contributions more visible. Unlock opportunities for yourself, women, and your company through your support and encouragement. 6 Engage 152 How to participate. Leave “loudly,” get in on “work-keeping,” and learn the secrets of leaders who transform work environments and champion equality. Be the example. This isn’t your father’s workplace. Conclusion 167 WE 4.0 cases in action. Be the transformational leader your son, daughter, wife, sister, colleague, and business need you to be. It’s about the opportunities you want for yourself, and those you care about. WE 4.0 at a Glance 174 Easily refer to the WE 4.0 Actions when you need them: before a meeting, when you have a job opening, when you have a performance review, all the time, and anytime. WE 4.0 Checklist 178 Use this checklist regularly to determine if you are consistently taking WE 4.0 actions. Acknowledgments 180 Notes 184 Resources 199 Index 206 About the Author 214

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Book SynopsisShift your business model and transform your organization in the face of disruption Business Model Shifts is co-authored by Patrick van Der Pijl, producer of the global bestseller Business Model Generation, and offers a groundbreaking look at the challenging times in which we live, and the real-world solutions needed to conquer the obstacles organizations must now face. Business Model Shifts is a visually stunning guide that examines six fundamental disruptions happening now and spotlights the opportunities that they present: The Services Shift: the move from products to services The Stakeholder Shift: the move from an exclusive shareholder orientation to creating value for all stakeholders, including employees and society The Digital Shift: the move from traditional business operations to 24/7 connection to customers and their needs The Platform Shift: the move from trying to serve everyone, to connecTable of ContentsIntro The customer wins! vi Where is value now and next? viiI Business model shift x How to use this book xii From normal to new normal 1 From products to services 8 From shareholder to stakeholder 48 From physical to digital 90 From pipeline to platform 132 From incremental to exponential 172 From linear to circular 214 Conclusion Where value is shifting! 254 How to drive your own shift 257 Business model growth curve 258 Alibaba’s growth curve 260 Trends 262 Creating the right ecosystem 264 References 266 The makers 270 The contributors 272 What’s your shift? 273

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Book SynopsisReal-world tools to build your venture, grow your business, and avoid mistakes Startup, Scaleup, Screwup is an expert guide for emerging and established businesses to accelerate growth, facilitate scalability, and keep pace with the rapidly changing economic landscape. The contemporary marketplace is more dynamic than ever beforeincreased global competition, the impact of digital transformation, and disruptive innovation factors require businesses to implement agile management and business strategies to compete and thrive. This indispensable book provides business leaders and entrepreneurs the tools and guidance to meet growth and scalability challenges head on. Equal parts motivation and practical application, this book answers the questions every business leader asks from the startup ventures to established companies. Covering topics including funding options, employee hiring, product-market validation, remote team management, agile scaling, and the busTable of ContentsPrologue ix 1 Persistence of Vision: Inspire team members, customers, and investors with a Product Vision: a mental image of your desired future 1 2 Stories of Your Life and Others: Discover the Business Lifecycle of startups and scaleups and reflect on exploration, execution, and Product/Market Fit 7 3 Picking Up the Pieces: Make a Business Quilt by remixing the Lean Canvas and Business Model Canvas and adding a dimension of time 21 4 The Persona Protocol: Better understand your target customers and their Jobs to Be Done by creating Lean Personas 35 5 Fortune’s Wheel: Figure out your Unique Value Proposition by investigating the customer’s Pains and Gains and making a Value Proposition Wheel 41 6 The Crowded Shadows: Learn about the benefits of Equity Crowdfunding and choose between the use of a crowdfunding platform or doing it all yourself 49 7 The Lunatic Cafe: Meet every day with your team for a Daily Cafe and Work Out Loud by sending each other Daily Updates 55 8 Streams of Silver: Visualize your work with Kanban Boards and optimize the workflow with Work in Progress Limits 61 9 The Invention of Everything Else: Discover the Innovation Vortex, which emerged by combining the Design Thinking approach with the Lean Startup method 67 10 The Terminal Experiment: Validate hypotheses with Lean Experiments so that you can Pivot, Patch, or Persevere on your way to Business/Market Fit 77 11 Fables and Reflections: Get together with your team for an Agile Retrospective to do some reflection and work on your Improvement Backlog 87 12 Kings of the North: Navigate your business in the right direction using a North Star Metric, with the help of Support Metrics and Check Metrics 95 13 The Entropy Tango: Keep a Product Backlog with Minimum Viable Features and Experiment Stories updated through ongoing Backlog Maintenance 103 14 A Pleasure to Burn: Keep an eye on your progress with Burn-down Charts, Burn-up Charts, or Cumulative Flow Diagrams 113 15 The New Recruit: Get your hiring process in order with a Recruitment Funnel, sourcing by the founders, and some Skills Tests and Work Samples 119 16 The Enigma Score: Start workforce planning and talent management in your business with Hiring Scorecards that help you avoid culture misfits 129 17 Standard Hero Behavior: Learn a good approach to Job Interviews using a combination of Behavioral Questions and Behavioral Tests 135 18 The Darkest Road: Manage the expectations of stakeholders with a Product Roadmap, created with experiments, outcomes, and a Rolling-Wave Planning 141 19 Ghost Writer in the Sky: Set yourself up for content marketing and e-mail marketing with a Content Calendar and a Content Backlog 149 20 Million-Dollar Gamble: Aim for Agile Funding of your business with small batches, small budgets, and keeping multiple options open 155 21 Spheres of Influence: Get insights into the creation of a Pitch Deck and learn about the essential and the optional slides 167 22 Heart Journey: Describe the optimal customer journey and user experience with a Journey Map and discover the Moments of Truth 177 23 A Pirate’s Tale: Find your way on the path to success, from awareness to revenue, measured with the Pirate Metrics 185 24 Test of the Twins: Learn about Growth Hacking and Conversion Rate Optimization with Split Tests, Multivariate Tests, and Cohort Analysis 193 25 Culture Clash: Identify Core Values, create a Culture Code, and use stories and rewards to prepare your business for scaling 201 Epilogue 209 Acknowledgments 213 About the Author 215 Index 217

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Book SynopsisSuccessfully cope with day-to-day problemsand find joy along the way The Business of Joy provides you with an abundance of practical and immediately applicable life-changing ideas and inspirational, thought-provoking, and entertaining stories and quotesin an instant. Each chapter is designed to be read and absorbed in approximately 60 seconds, offering you Golden Nuggets and Joy Gems that will help make positive, lasting change. Inside, you get an abundance of time-tested formulas that can instantly be used to solve common and uncommon day-to-day issues. This, in and of itself, will help to better yourself today, with work and life moving at the lightning speed of thought. Find unique coping mechanisms when facing adversity Benefit from tangible, motivational, and self-management tools to forge ahead Keep perspective regardless of circumstance Build a sturdy foundation for positive culture and change WTable of ContentsDon’t Read This Book Warning! Foreword Preface Gratitude Part 1 1. The Purple Break 2. AFA – All the Way! Always Flexible and Adaptable 3. Salt the Hay – Find a Way 4. Say Good-Bye to Your WAFs Worry, Anxiety and Fear 5. Prevent, Acknowledge and Release (PAR) 6. Now is Perfect The Critical Time is NOW! 7. 4–4–6 Breathing 8. The Ogive Curve Managing the Ups and Downs of Your Day 9. The House of MAD, GLAD, SAD and SCARED 10. Pay Your R.E.N.T Every Day Rest, Exercise, Nutrition and Thoughts 11. More on Flooding 12. R.E.N.T Assessment 13. What’s the “One Thing”? Part 2 14. The Velvet Hammer 15. Language of the Lands 16. Speaking the Language of the Lands 17. Listening = Integrity and The Listening Quiz 18. The Plus, Plus, Dash. 19. The Words Matter Movement 20. The Happiness Alphabet 21. Presentation is EVERYTHING! 22. Because of You 23. Meditation 24. Bankruptcy, Cancer and Heart Attack 25. Bee Stinger Out 26. What’s Your ‘One Thing?’ Part 3 27. Abduction 28. Lost and Lonely 29. Confusion is the Step Before Clarity During Change 30. America’s Got Talent 31. Crazy Calls—The White House Story (Part 1) 32. Follow the Hunch – See Where it Leads 33. Carpe Diem! Seize the Day by Seizing Opportunity 34. The 25 Best Sales Interview Questions and Answers 35. Interviewing Essentials 36. The Critical Time is NOW! (But First Coffee) 37. Clutter Free! 38. What’s Your “One Thing”? Part 4 39. Take Action! Embody the CCC Corporate Culture Code 40. The White House Story (Part 2) 41. It Will Never Be Yesterday 42. Persistence of Perception 43. The 3 Magic Secrets to Living a Happy Life 44. What’s Your “One Thing”? Final thoughts and Parting gifts! The Joy Glossary Index

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Book SynopsisOn-going coaching and development that can be a game changer for all employees! All great coaches know how to ask good open-ended questions and how to give effective feedback. They keep a balanced and honest perspective that separates the person from the problem or issue; coaching to leverage their unique strengths and helping them improve weaknesses with a mindset focused on continuous improvement. This ongoing coaching and development can be a game changer for all people and teams with access to it. But what about the teams and players that aren't empoweredor even allowedto expand their roles? Or the team members whose careers don't inspire or play to their natural gifts, talents, and strengths? It's painful for any organization or manager when people on their team aren't given the tools to succeed; and more painful still when the team member doesn't yet realize it. But by coaching through leadership, any manager of any organization can create a supportive strTable of ContentsForeword xv Introduction: A Coach’s Journey xvii Part I The Realities of Being a Great Coach 1 1 Why Every Leader and Manager Should Be a Great Coach 3 2 The Simpson 3Ds Coaching Model: The “How to” of Coaching 13 3 Coaching from the Inside-Out 29 4 Coaching with a Mindset of Abundance 45 5 Coaching with Authenticity 63 Part II Coaching the Individual and Teams 79 6 Knowing When to Coach 81 7 Setting Priorities 89 8 Asking the Right Questions 97 9 GROWing by Setting SMART Goals 109 10 Listening with Empathy 121 11 Coaching and Feedback 131 12 Coaching for Engagement 149 13 Coaching for Contribution 167 14 Coaching the Whole-Person 183 Part III Coaching the Organization 205 15 Coaching the 7 Core Factors for Organizational Change 207 16 Coaching Across the Globe 221 17 Putting It All Together 235 Acknowledgments 253 About the Author 255 Index 257

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Book SynopsisA complete guide to the principles and practical application of modified atmosphere packaging Modified atmosphere packaging (MAP) is one of the most cost-effective, versatile, and commonly used methods of preserving food products available today. Employed in both ambient and chilled conditions, it can prolong shelf-life and preserve the quality of a wide array of items via careful processes of atmospheric engineering. The essential scientific principles underlying this technology can, however, be difficult to grasp and effectively apply. With Modified Atmosphere Packaging of Foods, esteemed food science professor Dong Sun Lee provides a thorough and practical explanation of all aspects of MAP. Chapters covering the development, impact, and day-to-day application of the technique give a well-rounded understanding of its pivotal role in the food industry, while accounts of other active packaging methods help to provide broader context. This important new boTable of ContentsPreface xiii 1 Chemical and Physical Properties of Gases Used in Modified Atmosphere Packaging (MAP) 1 1.1 Scope of Food MAP 1 1.2 Chemical and Physical Properties of Gases and Water Vapor Used in MAP 4 1.3 Gas and Vapor Properties in Terms of Food Packaging 10 1.4 Conclusions 17 2 Atmospheric Dynamics in MAP of Foods 19 2.1 Behavior of Gas State in Response to Environment 19 2.2 Transport Phenomena of Gases through Package Layer in MAP 28 2.3 Absorption/Evolution Phenomena of Gases in Food 34 2.4 Absorption/Release of Gases in Active Packaging Device 43 2.5 Mass Balance of Gases in MAP 49 3 Reactivity and Quality of Foods Interactive with MA 57 3.1 Food Reactivity Involving Gaseous Reactant or Product 57 3.2 Effect of MA on Chemical and Physical Qualities of Foods 71 3.3 Effect of MA on Microbiological Quality Changes 82 3.4 Effect of MA on Sensory Quality Changes 93 3.5 Conclusive Remarks 95 4 Packaging Design: Systematic Approach 103 4.1 MAP Design of Respiring Foods 103 4.2 MAP Design of Perishable Non-Respiring Foods 129 4.3 MAP Design of Shelf-Stable Non-Respiring Foods 135 4.4 Conclusions 141 5 Active Packaging Techniques to Modify Atmosphere in Food Packages 145 5.1 Introduction: Active Packaging to Modify Package Atmosphere 145 5.2 Gas and Vapor Absorbers 146 5.3 Gas and Vapor Releasers 164 5.4 Optimized Use of Active Packaging Devices 169 5.5 Conclusions 178 6 Preservative Packaging Techniques to Enhance the Effectiveness of MAP 185 6.1 Introduction 185 6.2 Antimicrobial Packaging Combined with MAP 186 6.3 Antioxidative Packaging Combined with MAP 198 6.4 Other Packaging and Supplementary Tools Harmonized with MAP 203 6.5 Conclusions 207 7 Gas Indicators and Sensors Used for MAP 215 7.1 Indicators and Sensors in MAP 215 7.2 Oxygen Indicators and Sensors 217 7.3 Carbon Dioxide Indicators and Sensors 227 7.4 Miscellaneous Gas and Vapor Indicators and Sensors 234 7.5 Prospects and Conclusive Remarks 240 8 MAP Applications for Respiring Foods 247 8.1 Fresh Fruits and Vegetables 247 8.2 Reactive Fermented Food Products 291 8.3 Live Seafood 303 8.4 Conclusions 306 9 MAP Applications for Non-Respiring Foods 323 9.1 Introduction 323 9.2 Meat and Poultry Products 325 9.3 Seafood Products 337 9.4 Wet Bakery and Pasta Products 355 9.5 Cheese Products 365 9.6 Dry Food Products 372 9.7 Oxidative Liquid Foods 382 9.8 Miscellaneous Perishable Products 386 9.9 Conclusions 391 10 Safety, Regulation and Consumer Issues 409 10.1 Food Safety Issues Related with MAP 409 10.2 Regulations Related with MAP 415 10.3 Consumer Acceptance of MAP Food Products 418 10.4 Conclusions 420 References 421 Index 425

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Book SynopsisExperience the transformative power of creative rituals in the workplace Rituals for Work shows us how creative rituals can make our personal and business lives more meaningful and rewarding. Rituals are powerful tools: they reinforce good habits, motivate personal and professional achievement, create a common bond between co-workers and build shared values; they can transform an organization's culture and provide a foundation to achieve common goals. Focusing on real-world examples, this book takes a practical approach to the power and benefits of workplace rituals. This insightful guide presents 50 creative rituals, from business and management to design and personal development. Specific case studies highlight the use of rituals and their positive impact to real-world organizations, while vivid visuals allow us to feel their energy and emotion. A ritual is only effective when its purpose is clearly defined. This book goes beyond simple analysis to provTable of ContentsRitual Index x Profiles xii Introduction xiv A Welcome Note xvi Why Bring Rituals into Work? xvii The Meaning of Ritual xxi Who Can Use Rituals For Work? xxiii Part One The Power of Rituals 1 Rituals for Better Work 1 The Power of Rituals 2 The Principles of Rituals 10 Five Types of Workplace Rituals 15 2 How to Bring Rituals into Your Work, Team, and Org 20 Part Two 50 Rituals for Work 3 Creativity and Innovation Rituals 29 When Would You Use a Creativity Ritual? 31 10 Creativity and Innovation Rituals 32 4 Performance and Flow Rituals 72 When Would You Use a Performance Ritual? 74 10 Performance and Flow Rituals 75 5 Conflict and Resilience Rituals 111 When Would You Use a Conflict & Resilience Ritual? 113 10 Conflict and Resilience Rituals 114 6 Community and Team Building Rituals 150 When Would You Use a Community and Team Building Ritual? 152 10 Community and Team Building Rituals 153 7 Org Change and Transition Rituals 186 When Would You Use an Org Change and Transition ritual? 188 What Can a Transition Ritual Bring? 189 10 Org Change and Transition Rituals 190 Part Three Designing Rituals with and for Your Teams 8 A Short Guide to Designing Rituals 224 Endnotes 234 Acknowledgments 237 Authors 238 Index 239 Want More? 242

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Book SynopsisPolish up that old resumeand land your dream job We've all been there: it's time to apply for a job or internship and you have to create or revise your resume. Many questions pop in your head. What do employers want? What skills should I highlight? How do I format this? How do I get noticed? But resume writing doesn't have to be a daunting task. The latest edition of Resumes For Dummies answers all of these questions and morewhether you're a resume rookie, looking for new tips, or want to create that eye-catching winning resume. In this trusted guide, Laura DeCarlo decodes the modern culture of resume writing and offers you insider tips on all the best practices that'll make your skills shine and your resume pop. Let's start writing! Write effective resumes that will stand out in a crowd Understand Applicant Tracking Systems and how to adapt your resumeKeep your resume up with the current culturePosition a layoff or other career change and challenge with a positive spinLeverage tTable of ContentsIntroduction 1 About This Book 1 Foolish Assumptions 2 Icons Used in This Book 2 Beyond the Book 3 Where to Go from Here 3 Part 1: Getting Started with Resumes 5 Chapter 1: Getting a Job in the Digital Age 7 Resumes Are Here to Stay 8 Keeping Up with Resume Times 8 Targeted resume rules 9 Unfit resumes are zapped 10 Tried-and-true techniques remain 11 Technologies Facilitate Job Searching 12 Social networking scoops jobs 13 Mobile’s on the move 13 Quick-change process customizes content 14 Bios gain new importance as profiles 14 YourName.com becomes vital 14 Chapter 2: Enlisting Social Media 15 The Sweeping Reach of Social Networking 16 Eyeing the Big Three of Social Networking Job Searches 17 LinkedIn focuses on professionals 17 Facebook hands adults important search tools 19 Twitter opens quick, slick paths to employers 20 Making Sure Online Profiles Capture Your Best Side 23 Let’s hear it for profiles! 23 Not all profiles should be cheered 24 Great tips for great profiles 25 Writing Your Social Profile 26 Summary section 26 Specialties section 28 Experience section 29 Fine-tuning your profile 31 Putting Your Best Face Forward 32 Chapter 3: Going Mobile 35 Earning New Rewards with Mobile Search 36 Knowing When and Where to Stick to Home Computer Searches 37 Powering a Mobile Search 37 Choose job search apps wisely 37 Watch type size and font 38 Empower RSS to send job news 38 Stay in the running with a rehearsed salary strategy 39 Choose your work site with GPS 40 Score with proven keywords 40 Avoiding Mobile Job Search Mistakes 41 Thinking technology overcomes poor resume quality 41 Going on too long when going mobile 41 Looking naive in following up 41 Chapter 4: Leveraging Familiar Search Tools 43 Plain-Text Resumes Are Still on the Scene 44 Creating an ATS-Friendly Resume 47 E-Forms: Fill in the Blankety-Blanks 51 Online Screening Guards the Employment Door 52 Sample components of online screening 53 Pros and cons of online screening 54 Can your resume be turned away? 55 Blogs Give a Global Brand 55 RSS Delivers Job Alerts on Your Time 56 Resume Blasting: A Really Bad Idea 57 Privacy and identity theft problems 57 Overexposure to recruiters 58 Going directly makes all the difference 59 Making recruiters work for you 59 Chapter 5: Checking Your Online Image 61 Your Online Life Is an Open Book 62 A look at the dark side 62 A look at the bright side 63 Cleaning Up Your Act 63 Restoring Your Online Reputation 64 Keeping Watch on Your Online Reputation 66 Staying out of trouble online 66 Looking like a champ online 69 Look Who’s Talking about You 71 Part 2: Pulling Together a Winning Resume 73 Chapter 6: Selecting the Best Resume Format 75 Resume Formats Make a Difference 76 Reverse-Chronological Format 77 Understanding the RC format’s strengths and weaknesses 77 Deciding whether you should use the RC format 79 Creating a reverse-chronological resume 80 Chrono-Functional Format 81 Understanding the CF format’s strengths and weaknesses 83 Deciding whether you should use the CF format 83 Creating a chrono-functional resume 84 Hybrid Format 84 Understanding the hybrid format’s strengths and weaknesses 85 Deciding whether you should use the hybrid format 86 Creating a hybrid resume 86 Other Resume Presentations 89 Resume letters 89 Portfolios 90 Chapter 7: Understanding the Parts of a Resume 93 Breaking Down the Parts of Your Resume 94 Leading with Contact Information 95 Placing Your Job Target in the Objective Header 96 Grabbing the Reader with the Summary Section 97 Maximizing the summary section 98 Selling yourself in your summary 99 Matching the Job Target with Key Skills 100 Hard skills 100 Soft skills 101 The Proof Is in the Experience 101 Defining the parts of your experience 102 Playing up target expertise 102 When competencies come into play 104 Education Makes the Grade 105 Detailing your degree 105 Featuring your certifications 107 Listing your licenses 108 Gaining Extra Points 108 Activities 108 Organizations and affiliations 109 Honors and awards 109 Endorsements 110 Shaping Your Content on Application Forms 111 Notable Content to Leave Off Your Resume 112 Avoid addressing the salary question 112 Hold off on providing your references 113 Chapter 8: Making the Details Shine 115 Getting Started by Gathering Data 116 Compiling the Content for the Basis of Your Resume 117 Starting with your employment history and responsibilities lists 117 Going down the rabbit hole to identify challenges 119 Showing how action and results overcame challenges 121 Taking the Next Steps 123 Considering other accomplishments 123 Brainstorming your way to success 124 Your Core Resume: Turning Your Data into Dynamite 126 Assembling the bones of the resume 127 Tackling your most recent professional or job-related experience 128 Focusing on older positions 129 Playing up other experience 130 Building your brand in the summary section 130 Polishing Your Core Resume to Hand Out in Person 131 Chapter 9: Using the OnTarget Approach 133 Is Targeting Your Resume Really Necessary? 133 Why One-Size-Fits-All Never Works 134 First-line human resume screening 135 First-line computerized resume screening 135 Final destination with decision-maker 136 Taking a Custom Approach 137 Drawing words from job descriptions 139 Using crossover language to be OnTarget 139 Part 3: Resume Strategies to Wow Them 143 Chapter 10: Working Wonders with Wow Words 145 Bringing Good News with Wow Words 146 Wow words for administration and management 146 Wow words for communications and creativity 147 Wow words for sales and persuasion 148 Wow words for technical ability 149 Wow words for office support 149 Wow words for teaching 150 Wow words for research and analysis 151 Wow words for helping and caregiving 152 Wow words for financial management 153 Wow words for many skills 153 Helping Recruiters Find You 154 Keywords for administration and management 156 Keywords for banking 156 Keywords for customer service 156 Keywords for information technology 157 Keywords for manufacturing 157 Keywords for human resources 158 Finding Keywords 158 Using Keywords 160 Getting a Grip on Grammar 161 Focusing on Spelling 162 Chapter 11: Refining Your Design 165 Leaving Space 166 Measure your margins 166 Balance blank space 167 Employing Basic Design Elements for a Readable Resume 168 Come on, break it up! Avoid blocky text 169 Group content under a job description 169 Draw attention with text boxes, charts, and graphs 170 Create eye-catching headers 172 Have fun with fonts and font styles 173 Consistency, consistency, consistency 174 A few more tips on appearance 174 Tips for Printed Resumes 175 Chapter 12: Opting for a Creative Resume 177 Understanding Why Creative Resumes Are Game Changers 177 Defining creative resumes 178 The yes and no of creative resumes 179 Using Design Strategies That Pop 180 Lines and shading 181 Text boxes 181 Charts and graphs 182 Monograms and logos 184 Graphics and icons 185 Chapter 13: Dealing with a Major Life Change 187 Scoring Big with Your First Gig 188 Promoting your strengths 188 Recognizing your rookie soft spots 188 Demonstrating how recent graduates add value 189 Avoiding gaffes common to new graduates 193 Moving Beyond “Too Old” to “In Demand” 195 Selling your strengths as a seasoned worker 195 Busting myths about seasoned workers 196 Tips for the seasoned worker 197 Taking a lower-level job 199 Watching out for gaffes common to seasoned workers 201 Moving from Military Work to Civilian Employment 202 Highlighting your military strengths 202 Identifying potential strikes against you 202 Tips for transitioners 203 Getting the message about milspeak 204 Chapter 14: Overcoming Career Roadblocks 209 Navigating Job Gaps 209 Viewing a gap as a good thing 210 Minding the gap 211 Returning to the Workforce after Being a Caregiver 213 Seeking a Job When You Have a Disability 215 Deciding whether to disclose a disability 216 Explaining gaps in work history 216 When substance abuse is the problem 216 Seeking a Job When You’re an Ex-Offender 217 Negative info kills your chances 217 Avoid the chronological format 217 Present prison experience in nonprison terms 218 Get help with job search moves 218 Addressing Experience Dilemmas 218 Too much experience in one job 218 Too little experience 220 Addressing Situations Not in Your Control 220 Several layoffs 220 Mergers and acquisitions 220 Handling Red-Flag Circumstances 221 Demotion 222 Job-hopping 225 Concurrent positions 226 Self-employed or family-employed 226 Part 4: Bringing It All Together With Sample Resumes 229 Chapter 15: OnTarget Resumes by Industry and Career Field 231 Chapter 16: OnTarget Resumes by Experience and Age 271 Chapter 17: OnTarget Resumes for Special Circumstances 307 Chapter 18: Award-Winning Creative Marketing Resumes 351 Part 5: The Part of Tens 395 Chapter 19: Ten Ways to Improve Your Resume 397 Match Your Resume to the Job 397 Use Bulleted Style for Easy Reading 398 Discover Art of Lost Articles 398 Sell, Don’t Tell 398 Show Off Your Assets 399 Make Sure Your Words Play Well Together 399 Reach Out with Strength 399 Trash a Wimpy Objective 399 Deliver the Right Document 400 Erase the Leave-Outs 400 Chapter 20: Ten Ways to Increase the Odds of Landing a Job 403 Send Your Resume in the Right Tech Form 403 Don’t Chase Every Job 405 Hit the Bull’s-Eye with Your Resume 405 Move Fast, Follow Guidelines 406 Neutralize Chilling Information 406 Go Directly to the Hiring Manager 407 Find an Inside Advocate 408 Keep on Keepin’ On 409 Find It on Company Websites 409 Use Job Boards with Caution 410 Chapter 21: Ten Tips for Choosing Professional Resume Help 413 Choose a Resume Writing Service, Not a Clerical Service 414 Zero in on Certified Professionals 414 Request a Free Initial Consultation 416 Evaluate the Writer’s Resume Samples 416 Ask for References 417 Watch Out for an Overuse of Forms 417 Identify Generalists and Specialists 417 Look for a Fair Price 418 Take Aim 419 Know That a Cheap Resume Is No Bargain 419 Chapter 22: Your Ten-Point Resume Checklist 421 Qualifications 421 Image and Focus 421 Format and Style 422 Accomplishments and Skills 423 Language and Expressions 423 Content and Omissions 423 Length and Common Sense 423 Social Media and Other New Things 424 Sticky Points and Sugarcoating 424 Proofreading and More Proofreading 424 Appendix: Directory of Resume Writers 425 Index 431

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Book SynopsisGet up to date on 2019 healthcare law and newly relevant issues The Law of Tax-Exempt Healthcare Organizations 2019 Supplement provides complete and comprehensive practitioner updates and analysis in a single volume. Tackling complex legal issues with plain-English explanations and the appropriate citations, this guide is a must-have resource for organizations and their advisors. The companion website provides extensive appendices for further reference, as well as helpful downloadable tables that facilitate a more efficient approach to practice. Healthcare law is a complex field, and keeping up with the frequent changes to federal law is itself a full time job. This book eliminates the need for extended research time by collecting all of the newest and relevant guidelines into one place. Get up to date on the latest IRS forms, guidance, and procedures Interpret complex legal issues correctly and appropriately Reference relevTable of ContentsPreface ix About the Authors xi Book Citations xv 1 Tax-Exempt Healthcare Organizations: An Overview 1 1.2 Defining Tax-Exempt Organizations 1 1.5 Charitable Healthcare Organizations 1 1.8 Promotion of Health 2 1.10 ABLE Programs 2 3 Public Charities and Private Foundations (New) 5 3.3 Commerciality Doctrine 5 4 Private Inurement, Private Benefit, and Excess Benefit Transactions 9 4.4 Private Inurement—Scope and Types 9 4.6 Essence of Private Benefit 10 4.9 Excess Benefit Transactions 12 5 Public Charities and Private Foundations 13 5.1 Public Institutions 13 5.6 Recognition of Change in Public Charity Status 13 7 Lobbying and Political Activities 15 7.1 Legislative Activities Limitation 15 7.4 Political Activities Limitation 16 7.5 Business Expense Deduction Rules and Political Activities 18 7.7 Public Policy Advocacy Activities 19 7.8 Political Activities of Social Welfare Organizations 19 8 Hospitals 21 8.3 Public Hospitals 21 9 Managed Care Organizations 23 9.3 Commercial-Type Insurance Providers 23 9.5 Recent Developments 23 13 Other Provider and Supplier Organizations 27 13.3 Qualified Nonprofit Health Insurance Issuers 27 13.5 Accountable Care Organizations 28 16 For-Profit Subsidiaries 33 16.3 Attribution of Subsidiary’s Activities to Exempt Parent 33 17 Exempt and Nonexempt Cooperatives 35 17.1 Cooperative Hospital Service Organizations 35 18 Business Leagues 37 18.1 Business Leagues in General 37 18.2 Healthcare Trade Associations 38 19 Other Health-Related Organizations 39 19.4 Hospital Management Services Organizations 39 19.5 Regional Health Information Organizations 40 20 Healthcare Provider Reorganizations 41 20.1 Some Basics about Reorganizations 41 21 Mergers and Conversions 43 21.4 Conversion from Nonexempt to Exempt Status 43 22 Partnerships and Joint Ventures (New) 45 22.9 Whole-Hospital Joint Ventures 45 24 Tax Treatment of Unrelated Business Activities 47 24.2 Definition of Trade or Business 47 24.3 Definition of Regularly Carried On 49 24.5 Application of Substantially Related Test to Healthcare Organizations 50 24.11 Pharmacy, Medical Supplies, and Service Sales 51 24.12 Laboratory Testing Services 51 24.13 Medical Research 52 24.18 Other Exceptions to Unrelated Income Taxation 53 24.20 Revenue from Controlled Organizations 55 24.21 Unrelated Debt-Financed Income 55 24.23 Computation of Unrelated Business Taxable Income 55 25 Physician Recruitment and Retention 61 25.5 Specific Recruitment and Retention Techniques 61 26 Charity Care 63 26.6 Definitional and Reporting Issues 63 26.9 Charity Care and National Health Reform 64 26.10 Additional Statutory Requirements for Hospitals 64 26.12 Provider Taxes (New) 82 27 Worker Classification and Employment Taxes 85 27.7 Medical Residents and the Student Exception 85 28 Compensation and Employee Benefits 87 28.3 Executive Compensation 87 28.5 Overview of Employee Benefits Law 87 28.6 Deferred Compensation in General 88 28.7 Excessive Executive Compensation (New) 91 30 Tax-Exempt Bond Financing 95 30.3 Disqualification of Tax-Exempt Bonds 95 31 Fundraising Regulation 105 31.2 Federal Law Regulation 105 33 Governance 107 33.4A IRS Ruling Policy 107 34 Exemption and Public Charity Recognition Processes 111 34.1 Exemption Recognition Process 111 34.5 Public Charity Status 121 34.6 Group Exemption 121 34.7A Notice Requirements for Social Welfare Organizations (New) 122 34.8 Procedure Where Determination Is Adverse 123 34.9 Constitutional Law Aspects of Process 125 35 Maintenance of Tax-Exempt Status and Avoidance of Penalties 127 35.1 Material Changes 127 35.2A Modification of Tax Exemption (New) 129 35.4 Redesigned Annual Information Return 129 35.5 Disclosure Requirements 130 35.6 IRS Disclosure to State Officials 131 36 IRS Audits of Healthcare Organizations 133 36.2 Audit Procedures 133 Cumulative Table of Cases 139 Cumulative Table of IRS Revenue Rulings 149 Cumulative Table of IRS Revenue Procedures 153 Cumulative Table of IRS Private Letter Rulings 155 Cumulative Table of IRS Technical Advice Memoranda 161 Table of Chief Counsel Advice Memoranda 163 Cumulative Table of IRS General Counsel Memoranda 165 Table of Tax Reform Legislation 167 Cumulative Index 173

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Book SynopsisTable of ContentsForeword xi Part I Introduction to Sales Negotiation 1 Chapter 1 Sales Negotiation as a Discipline 3 Chapter 2 Salespeople Suck at Negotiating 9 Chapter 3 The Devil is Discounting: The Case for Improving Sales Negotiation Skills 17 Chapter 4 Sales Negotiation Skills are Not One-Size-Fits-All 25 Part II On Winning 31 Chapter 5 Sales Negotiation is About Winning for Your Team 33 Chapter 6 Sales Negotiation Rule One: Win First, Then Negotiate 41 Chapter 7 Timing Matters: Avoid Negotiating Red Herrings and Objections 49 Chapter 8 Four Levels of Sales Negotiation 55 Part III Sales Negotiation Strategy: Motivation, Leverage, and Power 61 Chapter 9 MLP Strategy 63 Chapter 10 Motivation 65 Chapter 11 Leverage 81 Chapter 12 Power Position 95 Chapter 13 Discovery: The Fine Art of Building Your Case 111 Chapter 14 Qualifying 121 Part IV Emotional Discipline 131 Chapter 15 The Seven Disruptive Emotions 133 Chapter 16 Developing Emotional Self-Control 137 Chapter 17 Relaxed, Assertive Confidence 143 Chapter 18 Emotional Contagion: People Respond in Kind 147 Chapter 19 Preparation and Practice 151 Chapter 20 The Ledge Technique 157 Chapter 21 Willpower and Emotional Discipline are Finite 163 Chapter 22 The Pipe is Life: The Real Secret to Emotional Discipline 167 Part V Sales Negotiation Planning 169 Chapter 23 Be Prepared to Negotiate 171 Chapter 24 Authority and Nonnegotiables 175 Chapter 25 Stakeholder Negotiation Profiles, Negotiation List, BATNA Ranking 181 Chapter 26 Developing Your Give-Take Playlist 187 Part VI Sales Negotiation Communication 199 Chapter 27 Seven Rules of Effective Sales Negotiation Communication 201 Chapter 28 ACED: Navigating the Four Primary Stakeholder Communication Styles 207 Chapter 29 Empathy and Outcome: The Dual Process Approach 217 Chapter 30 Seven Keys to Effective Listening 225 Chapter 31 Activating the Self-Disclosure Loop 231 Part VII The DEAL Sales Conversation Framework 235 Chapter 32 A Seat at the Table 237 Chapter 33 Discover 241 Chapter 34 Explain Your Position 257 Chapter 35 Align on an Agreement 269 Chapter 36 Lock It Down 287 Chapter 37 The Next Chapter and the Race to Relevance 291 Notes 299 Acknowledgments 301 Training, Workshops, and Speaking 303 About the Author 305 Index 307

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Book SynopsisReal-time conversations turn leads into customers Conversational Marketing is the definitive guide to generating better leads and closing more sales. Traditional sales and marketing methods have failed to keep pace with the way modern, internet-savvy consumers purchase goods and services. Modern messaging apps, which allow for real-time conversations and instant feedback, have transformed the way we interact in our personal and professional lives, yet most businesses still rely on 20th century technology to communicate with 21st century customers. Online forms, email inquiries, and follow-up sales calls don't provide the immediacy that modern consumers expect. Conversational marketing and sales are part of a new methodology centered around real-time, one-on-one conversations with customers via chatbots and messaging. By allowing your business to communicate with customers in real timewhen it's most convenient for themconversational mTable of ContentsIntroduction: The Shift from Supply to Demand xi Today, Customers Have All the Power xi Winners and Losers: Why Companies Need to Adapt xiv Amazon vs. Borders xv Netflix vs. Blockbuster xvi Uber and Lyft vs. Yellow Cabs xvii Why I Wrote This Book (and Why Now) xix Part I: The Rise of Conversational Marketing and Sales 1 Chapter 1: your website is leaking revenue (here’s how to fix it) 3 58% of B2B Websites Are “Empty Stores” . . . Is Yours One of Them? 4 90% of B2B Companies Don’t Respond to Leads Fast Enough. . .Do You? 581% of Tech Buyers Don’t Fill Out Forms . . . Are You Still Using Them? 7 Using Real-Time Conversations to Achieve Hypergrowth 10 The Conversational Marketing and Sales Methodology 12 Chapter 2: The rise of messaging 17 The Three Waves of Messaging (and How the Third Wave Changed Everything) 18 Why 90% of Global Consumers Want to Use Messaging to Talk to Businesses 24 Using Messaging to Capture and Qualify Leads in a Single Step 27 But . . . How Does It Scale? 29 Chapter 3: the rise of chatbots 31 Chatbots: They’ve Got Our Backs 32 A Brief History of Chatbots 33 Chatbots and Humans: Finding the Perfect Balance 38 How Chatbots Enable a Better Buying Experience 41 How a Single Marketer Can Book Meetings for Dozens of Sales Reps Using Chatbots 45 Chapter 4: Replacing lead capture forms with conversations 47 The Problems with Lead Capture Forms 48 How the #NoForms Movement Got Its Start 52 Rethinking Our Content and Lead Generation Strategies 57 Replacing Marketing-Qualified Leads (MQLs) with Conversation-Qualified Leads (CQLs) 59 Chapter 5: Ending The Family Feud Between Marketing And Sales 63 A Flawed System: The Ongoing Battle Over Leads 64 Streamlining the Marketing/Sales Handoff with Artificial Intelligence 67 The End of Business Development Reps (BDRS)? 69 Sharing the Most Important Metric: Revenue 72 Part II: Getting Started with Conversational Marketing 75 Chapter 6: Step One: Add Real-Time Messaging To Your Website And Start Capturing More Leads 77 Replace Your Forms or Add a “Second Net” (Don’t Worry, It Takes Five Minutes) 78 Put Up a Welcome Message 83 Set Expectations with Online/Off line Hours 86 Show Your Face 87 Create Separate Inboxes for Sales, Support, Success, Etc. 89 Know Your Stuff (and Use Tools That Can Help) 91 Capture Leads (Without Using Lead Forms) 93 Chapter 7: Step Two: Give Your Email Marketing Strategy A Real-Time Makeover 95 Email Isn’t Dead (You’re Just Doing It Wrong) 96 The Problems with Traditional Email Marketing 97 A Few Simple Tweaks for Bringing Your Email Marketing Strategy into the Real-Time World 100 Why Replies Are the Most Important Email Metric 105 Chapter 8: Step Three: Master The Art (And Science) Of Qualifying Leads Through Conversation 109 So, Uh, What Do I Say? 110 The Best Questions to Ask Your Website Visitors 112 Use Data to Have Better Conversations 114 Score the Leads You Talk to (and Send the Best Ones to Sales) 118 Chapter 9: Step Four: Filter Out The Noise And Target Your Best Leads 123 Where to Start: Targeting the High-Intent Pages on Your Site 124 Targeting Visitors Based on Their On-Site Behavior 125 Targeting Visitors Based On the Sites They’re Coming From 126 Targeting Visitors Based On the Companies They Work For 128 Other Targeting Options for Increasing Conversion Rates 132 Chapter 10: Step Five: Build A Lead Qualification Chatbot (Without Writing A Single Line Of Code) 137 Coming Up with Questions and Responses for Your Bot 139 Deciding On a Call-to-Action (CTA) 147 Five Tips for Making Your Chatbot Conversations More Engaging 148 Part III: Converting Conversational Marketing Leads into Sales 151 Chapter 11: How To Put Your Sales Funnel On Autopilot 153 Set Up Routing Rules So Leads Always Are Connected to the Right Sales Reps 154 Use Chatbots to Schedule Sales Meetings 24/7 155 Have Your Website’s “Contact Sales” CTA Trigger a Real-Time Conversation 157 Have Sales Reps Create Digital Business Cards 158 Get Real-Time Notifications When Leads Are Online 159 Say Goodbye to Manual Data Entry 162 Chapter 12: How Sales Teams Can Create A Better Buying Experience With Real-Time Conversations 165 Ask for Permission Before You Start Asking Questions 167 Let Your Sales Reps’ Personalities Shine Through 168 Use Empathy Statements to Show You’re Listening 170 Show the Value of Your Solution 173 Use a Video Call to Personalize the Final Ask 176 Chapter 13: How To Send Sales Email Sequences That Buyers Will Actually Engage With 177 The Days of Spray and Pray Are Over 178 Using Artificial Intelligence to Unsubscribe People Who Aren’t Interested 184 Customizing Your Sales Emails with Calendar Links 185 Creating Personalized Welcome Messages for People Who Open Your Emails 188 Chapter 14: Conversational Account-Based Marketing (Abm) And Selling (Abs) 191 What Is ABM? (and Why Should You Care?) 192 How a Real-Time Approach Can Solve ABM’s Biggest Problem 193 Rolling Out the Red Carpet for Your ABM Prospects 195 Mining for New ABM Prospects on Your Website 199 Part IV: After The Sale 203 Chapter 15: Continuing The Conversation 205 Creating an Incredible Brand Experience 206 Staying Close to Your Customers (Through Continuous Feedback) 208 What to Do with Customer Feedback Once You Collect It 213 Chapter 16: a conversational approach To customer success 219 Overhauling the Traditional Approach to Onboarding 220 Opening a Fast Lane to Your Customer Success Managers 223 Using Real-Time Conversations in the Battle Against Churn 225 Conversational Upselling 101 228 Chapter 17: Measuring Conversational Marketing and Sales Performance 231 Sales Meetings Booked 232 Opportunities Added 233 Pipeline Influenced 235 Closed/Won 235 Conversation Metrics 235 Team Performance Metrics 240 Final Thought 242 About the Author 245 Index 247

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Book SynopsisHarness your company's incumbent advantages to win the digital disruption game Goliath's Revenge is the practical guide for how executives and aspiring leaders of established companies can run the Silicon Valley playbook for themselves and capitalize on digital disruption. Technologies like artificial intelligence, robotics, internet of things, blockchain, and immersive experiences are changing the basis of competition in every industry. New competitors are emerging while traditional ones are falling behind. Periods of intense change provide remarkable opportunities. Goliath's Revenge delivers an insider's view of how industry leaders like General Motors, NASA, The Weather Channel, Hitachi, Mastercard, Proctor & Gamble, Penn Medicine, Discovery, and Cisco are accelerating innovation, building new skills, and disrupting themselves to come out stronger in this post-digital age. Learn how to leverage your company's scale, reach, data, and expertise toTable of ContentsForeword ix Chapter 1 How Much Time Do You Have? 1 Chapter 2 The Incumbent’s Advantage 23 Chapter 3 Winner Takes Most 39 Chapter 4 Rule 1: Deliver Step-Change Customer Outcomes 61 Chapter 5 Rule 2: Pursue Big I and Little I Innovation 83 Chapter 6 Rule 3: Use Your Data as Currency 105 Chapter 7 Rule 4: Accelerate through Innovation Networks 127 Chapter 8 Rule 5: Value Talent over Technology 147 Chapter 9 Rule 6: Reframe Your Purpose 175 Chapter 10 Company View: Your Disruptor’s Playbook 199 Chapter 11 Career View: Disrupt Yourself 227 Appendix Goliath’s Revenge Rule Templates 249 About the Authors 259 Index 261

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Book SynopsisTable of ContentsForeword ixby Luca Solca Introduction xiii Part I: Important Choices in Luxury Distribution 1 Chapter 1: The Various Models in Luxury Distribution 3 Chapter 2: Do Luxury Products Still Sell in Stores? 21 Chapter 3: Concept and Design of a Luxury Boutique 39 Chapter 4: Online, Offline or O2O? 67 Part II: Know and Understand the Client 87 Chapter 5: Putting the Customer Back in the Centre 89 Chapter 6: Customer Identification and CRM 107 Chapter 7: The Challenges of Offline and Online Integration 121 Chapter 8: Logistics Adapted to a Digital Culture 135 Part III: Making Client Relationships More Meaningful 151 Chapter 9: Customer Behaviour in the Store or Online 153 Chapter 10: The Importance of Stores for Building Customer Relationships 163 Chapter 11: Customer Experience and Building Loyalty 177 Chapter 12: How the Internet Has Shattered the Traditional Sales Model 203 Part IV: Management Tools for Luxury Stores 219 Chapter 13: Location of Sales Points 221 Chapter 14: Managing Store Personnel: A Toolbox 259 Chapter 15: At What Price Should Products Be Sold? 297 Chapter 16: Financial Analyses of Sales Points 315 Conclusion 339 Bibliography 345 About the Authors 351 Index 353

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Book SynopsisTap into the power of data science with this comprehensive resource for non-technical professionals Data Science: The Executive Summary A Technical Book for Non-Technical Professionals is a comprehensive resource for people in non-engineer roles who want to fully understand data science and analytics concepts. Accomplished data scientist and author Field Cady describes both the business side of data science, including what problems it solves and how it fits into an organization, and the technical side, including analytical techniques and key technologies. Data Science: The Executive Summary covers topics like: Assessing whether your organization needs data scientists, and what to look for when hiring them When Big Data is the best approach to use for a project, and when it actually ties analysts' hands Cutting edge Artificial Intelligence, as well as classical approaches that work better for many problems HoTable of Contents1 Introduction 1 1.1 Why Managers Need to Know About Data Science 1 1.2 The New Age of Data Literacy 2 1.3 Data-Driven Development 3 1.4 How to Use this Book 4 2 The Business Side of Data Science 7 2.1 What Is Data Science? 7 2.1.1 What Data Scientists Do 7 2.1.2 History of Data Science 9 2.1.3 Data Science Roadmap 12 2.1.4 Demystifying the Terms: Data Science, Machine Learning, Statistics, and Business Intelligence 13 2.1.4.1 Machine Learning 13 2.1.4.2 Statistics 14 2.1.4.3 Business Intelligence 15 2.1.5 What Data Scientists Don’t (Necessarily) Do 15 2.1.5.1 Working Without Data 16 2.1.5.2 Working with Data that Can’t Be Interpreted 17 2.1.5.3 Replacing Subject Matter Experts 17 2.1.5.4 Designing Mathematical Algorithms 18 2.2 Data Science in an Organization 19 2.2.1 Types of Value Added 19 2.2.1.1 Business Insights 19 2.2.1.2 Intelligent Products 19 2.2.1.3 Building Analytics Frameworks 20 2.2.1.4 Offline Batch Analytics 21 2.2.2 One-Person Shops and Data Science Teams 21 2.2.3 Related Job Roles 22 2.2.3.1 Data Engineer 22 2.2.3.2 Data Analyst 22 2.2.3.3 Software Engineer 23 2.3 Hiring Data Scientists 25 2.3.1 Do I Even Need Data Science? 26 2.3.2 The Simplest Option: Citizen Data Scientists 27 2.3.3 The Harder Option: Dedicated Data Scientists 28 2.3.4 Programming, Algorithmic Thinking, and Code Quality 28 2.3.5 Hiring Checklist 31 2.3.6 Data Science Salaries 32 2.3.7 Bad Hires and Red Flags 32 2.3.8 Advice with Data Science Consultants 34 2.4 Management Failure Cases 36 2.4.1 Using Them as Devs 36 2.4.2 Inadequate Data 36 2.4.3 Using Them as Graph Monkeys 37 2.4.4 Nebulous Questions 37 2.4.5 Laundry Lists of Questions Without Prioritization 38 3 Working with Modern Data 41 3.1 Unstructured Data and Passive Collection 41 3.2 Data Types and Sources 42 3.3 Data Formats 43 3.3.1 CSV Files 43 3.3.2 JSON Files 44 3.3.3 XML and HTML 46 3.4 Databases 47 3.4.1 Relational Databases and Document Stores 48 3.4.2 Database Operations 49 3.5 Data Analytics Software Architectures 50 3.5.1 Shared Storage 51 3.5.2 Shared Relational Database 52 3.5.3 Document Store+Analytics RDB 52 3.5.4 Storage+Parallel Processing 53 4 Telling the Story, Summarizing Data 55 4.1 Choosing What to Measure 56 4.2 Outliers, Visualizations, and the Limits of Summary Statistics: A Picture IsWorth a Thousand Numbers 58 4.3 Experiments, Correlation, and Causality 60 4.4 Summarizing One Number 62 4.5 Key Properties to Assess: Central Tendency, Spread, and Heavy Tails 63 4.5.1 Measuring Central Tendency 63 4.5.1.1 Mean 63 4.5.1.2 Median 64 4.5.1.3 Mode 65 4.5.2 Measuring Spread 65 4.5.2.1 Standard Deviation 65 4.5.2.2 Percentiles 66 4.5.3 Advanced Material: Managing Heavy Tails 67 4.6 Summarizing Two Numbers: Correlations and Scatterplots 68 4.6.1 Correlations 68 4.6.1.1 Pearson Correlation 71 4.6.1.2 Ordinal Correlations 71 4.6.2 Mutual Information 72 4.7 Advanced Material: Fitting a Line or Curve 72 4.7.1 Effects of Outliers 75 4.7.2 Optimization and Choosing Cost Functions 76 4.8 Statistics: How to Not Fool Yourself 77 4.8.1 The Central Concept: The p-Value 78 4.8.2 Reality Check: Picking a Null Hypothesis and Modeling Assumptions 80 4.8.3 Advanced Material: Parameter Estimation and Confidence Intervals 81 4.8.4 Advanced Material: Statistical TestsWorth Knowing 82 4.8.4.1 𝜒2-Test 83 4.8.4.2 T-test 83 4.8.4.3 Fisher’s Exact Test 84 4.8.4.4 Multiple Hypothesis Testing 84 4.8.5 Bayesian Statistics 85 4.9 Advanced Material: Probability Distributions Worth Knowing 86 4.9.1 Probability Distributions: Discrete and Continuous 87 4.9.2 Flipping Coins: Bernoulli Distribution 89 4.9.3 Adding Coin Flips: Binomial Distribution 89 4.9.4 Throwing Darts: Uniform Distribution 91 4.9.5 Bell-Shaped Curves: Normal Distribution 91 4.9.6 Heavy Tails 101: Log-Normal Distribution 92 4.9.7 Waiting Around: Exponential Distribution and the Geometric Distribution 93 4.9.8 Time to Failure: Weibull Distribution 94 4.9.9 Counting Events: Poisson Distribution 95 5 Machine Learning 101 5.1 Supervised Learning, Unsupervised Learning, and Binary Classifiers 102 5.1.1 Reality Check: Getting Labeled Data and Assuming Independence 103 5.1.2 Feature Extraction and the Limitations of Machine Learning 104 5.1.3 Overfitting 105 5.1.4 Cross-Validation Strategies 106 5.2 Measuring Performance 107 5.2.1 Confusion Matrices 108 5.2.2 ROC Curves 108 5.2.3 Area Under the ROC Curve 110 5.2.4 Selecting Classification Cutoffs 110 5.2.5 Other Performance Metrics 111 5.2.6 Lift Curves 112 5.3 Advanced Material: Important Classifiers 113 5.3.1 Decision Trees 113 5.3.2 Random Forests 115 5.3.3 Ensemble Classifiers 116 5.3.4 Support Vector Machines 116 5.3.5 Logistic Regression 119 5.3.6 Lasso Regression 121 5.3.7 Naive Bayes 121 5.3.8 Neural Nets 123 5.4 Structure of the Data: Unsupervised Learning 124 5.4.1 The Curse of Dimensionality 125 5.4.2 Principal Component Analysis and Factor Analysis 125 5.4.2.1 Scree Plots and Understanding Dimensionality 128 5.4.2.2 Factor Analysis 128 5.4.2.3 Limitations of PCA 129 5.4.3 Clustering 129 5.4.3.1 Real-World Assessment of Clusters 130 5.4.3.2 k-means Clustering 131 5.4.3.3 Advanced Material: Other Clustering Algorithms 132 5.4.3.4 Advanced Material: Evaluating Cluster Quality 133 5.5 Learning as You Go: Reinforcement Learning 135 5.5.1 Multi-Armed Bandits and 𝜀-Greedy Algorithms 136 5.5.2 Markov Decision Processes and Q-Learning 137 6 Knowing the Tools 141 6.1 A Note on Learning to Code 141 6.2 Cheat Sheet 142 6.3 Parts of the Data Science Ecosystem 143 6.3.1 Scripting Languages 144 6.3.2 Technical Computing Languages 145 6.3.2.1 Python’s Technical Computing Stack 145 6.3.2.2 R 146 6.3.2.3 Matlab and Octave 146 6.3.2.4 Mathematica 147 6.3.2.5 SAS 147 6.3.2.6 Julia 147 6.3.3 Visualization 147 6.3.3.1 Tableau 148 6.3.3.2 Excel 148 6.3.3.3 D3.js 148 6.3.4 Databases 148 6.3.5 Big Data 149 6.3.5.1 Types of Big Data Technologies 150 6.3.5.2 Spark 151 6.3.6 Advanced Material: The Map-Reduce Paradigm 151 6.4 Advanced Material: Database Query Crash Course 153 6.4.1 Basic Queries 153 6.4.2 Groups and Aggregations 154 6.4.3 Joins 156 6.4.4 Nesting Queries 157 7 Deep Learning and Artificial Intelligence 161 7.1 Overview of AI 161 7.1.1 Don’t Fear the Skynet: Strong and Weak AI 161 7.1.2 System 1 and System 2 162 7.2 Neural Networks 164 7.2.1 What Neural Nets Can and Can’t Do 164 7.2.2 Enough Boilerplate: What’s a Neural Net? 165 7.2.3 Convolutional Neural Nets 166 7.2.4 Advanced Material: Training Neural Networks 167 7.2.4.1 Manual Versus Automatic Feature Extraction 168 7.2.4.2 Dataset Sizes and Data Augmentation 168 7.2.4.3 Batches and Epochs 169 7.2.4.4 Transfer Learning 170 7.2.4.5 Feature Extraction 171 7.2.4.6 Word Embeddings 171 7.3 Natural Language Processing 172 7.3.1 The Great Divide: Language Versus Statistics 172 7.3.2 Save Yourself Some Trouble: Consider Regular Expressions 173 7.3.3 Software and Datasets 174 7.3.4 Key Issue: Vectorization 175 7.3.5 Bag-of-Words 175 7.4 Knowledge Bases and Graphs 177 Postscript 181 Index 183

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Book SynopsisTear down the obstacles to creative innovation in your organization Unlocking Creativity is an exploration of the creative process and how organizations can clear the way for innovation. In many organizations, creative individuals face stubborn resistance to new ideas. Managers and executives oftentimes reject innovation and unconventional approaches due to misplaced allegiance to the status quo. Questioning established practices or challenging prevailing sentiments is frequently met with stiff resistance. In this climate of stifled creativity and inflexible adherence to conventional wisdom, potentially game-changing ideas are dismissed outright. Senior leaders claim to value creativity, yet often lack the knowledge to provide a creative framework. Unlocking Creativity offers effective methods and real-world examples of how the most successful organizations create cultures of innovation and experimentation. Best-selling author and scholar Michael RTable of ContentsPreface ix Chapter 1 The Resistance to New Ideas 1 Chapter 2 The Linear Mindset 21 Chapter 3 The Benchmarking Mindset 43 Chapter 4 The Prediction Mindset 67 Chapter 5 The Structural Mindset 87 Chapter 6 The Focus Mindset 113 Chapter 7 The Naysayer Mindset 137 Chapter 8 Leader as Teacher 159 Resources 179 Acknowledgments 181 About the Author 185 Index 187

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Book SynopsisTeaches managers and leaders to cut through the static and hone their focusing skills In the current digital age, it is becoming increasingly more difficult to stay focused. Smartphones, tablets, smart watches, and other devices constantly vie for our attention. In both business and life, we are constantly bombarded with tweets, likes, mentions, and a constant stream of information. The inability to pay attention impacts learning, parenting, prioritizing, and leading. Not surprisingly, attention spans have gotten shorter. Already being pulled in a dozen directions every minute, managers and business leaders often struggle to address important issues and focus on everything that needs attention. Noise: Living and Leading When Nobody Can Focus teaches managers and leaders how to help themselves and others sharpen their focusing skills. In this follow-up to his first book Briefthe proven, step-by-step approach to clear, concise, and effective cTable of ContentsForeword xv Preface xix How the Book is Organized xxii How to Read This Book xxiii Acknowledgments xxv Part One Weapons of Mass Distraction 01 1 Noise, Noise, So Much Noise 3 Kenny Chesney Gets it Right Hearing Decline and the Loss of Focus Access to Information Will Only Increase Attention Spans Will Remain Elusive Our Minds Will Become Anemic and Impenetrable 2 Huh? We’re Going Collectively Deaf 11 So, Why Do We Tune Out? A Variety of Reasons The Impact of the “Elusive 600” on Our Listening How Words Become Worthless—and Triggers for a Tune-Out My Mom Thought I Had a Hearing Problem 3 Brain Basics: Are Your Penguins Falling Off the Iceberg? 19 Our Brains are Changing Working Memory in Decline Brains are Like Computers We’re Losing Impulse Control Our Brains Get Hooked How Often Do We Check Our Smartphones? 4 Living in an Info Junkie Crack House 31 Training and Education Will Be the Gateway Drug Impending Health Impacts? A Potential Threat to Consider Who Can Stop This? More Brain Celery Part Two The Big Tune-Out is Coming (Imagining The Unthinkable-Six Short Stories to Wake You Up) 41 5 Always Stuck at School 43 Serious Triggers New Protective Behaviors Terrified Parents Disturbing Statistics Our Children in Isolation Is it Addiction? 6 A Misleading Leader 53 Streaming Information Losing Momentum Powerful Monologue All Talk, No Action 7 The Loss of Civil Discourse 61 Her Civic Duty Uninformed and Confused No Respect Tower of Babel Catching Her Attention 8 Mind-filled Momentum at Work 67 Connected While Exercising Last-minute Briefing Driving Connected Yet More Tasks and E-mails Diving Right into the Weeds Trying to Salvage Success 9 2050: A Parenting Odyssey 77 Technology Was Only a Mild Interrupter for Them A Carefree Time Deep Loss of Daily Contact Struggle to Disconnect Technology is with You Everywhere You Go It’s Just Living for Them Why Did We Worry So Much? Parenting without a Voice Fighting a Force 10 Safety Briefing with Near-tragic Results 85 Part Three Time for You to Tune In: Awareness Management (AM 101) 93 11 Awareness Management 101 95 Lighting the Path Before Us Lives Can Become a Blur Missing the Moment Entirely Our Minds are Spinning Beach Balls The Elusive 600: Your Enemy or Your Friend? Runaway Thoughts Waking Your Mind from Mindlessness to Mindfulness Directed, Undirected, and Misdirected Commit to “Awareness Management” What if We Don’t Manage Our Awareness? AM Pre-set Buttons 12 Take Aim: Set Your Sights on What Matters Most 109 Essentialists versus Non-essentialists No More Deafening Noise Pointless Routines A Minimalist Decision: Keep it Simple Aim Small, Miss Small—Tips to Direct Your Focus Post It: Simplicity Isn’t Complicated To Simplify is a Deliberate Decision 13 Saying No to Noise 123 Just Say No The Power of Self-Mastery Overcoming FOMO No, Here’s How You Do It Addictions Weaken Willpower Running to Yes on the Road Toward No Self-control is a Personal Way to Stop the Noise Impulse Management: A Few Daily Distractions Feel the Peace of Singlemindedness Five Small Steps to Make That Little Word a Big Part of Your Life 14 Quiet Time: Restoring and Recharging Your Mind 135 Dimly Lit Dinnertime: Our Brains Barraged and Batteries Drained The Extrovert Ideal and the Allure of Open Spaces Why Be Quiet (I’ve Got Something to Say About That)? Risky Isolation Rewarding Isolation Steps Toward Quiet Contemplatives in the Middle of the World 15 Present Listening: A Gift Worth Giving Now 149 Why is it So Exhausting to Listen? Professional Listeners: It Pays to Be Interested, Not Interesting Becoming a Present Listener—Seven Critical Considerations A Special Reward for Special Forces Selling Yourself Short with Others The Payoff of Present Listening Part Four Getting Others to Dial In: Focus Management (FM 101) 159 16 Focus Management 101 161 Changing an Environment That Doesn’t Want to Be Changed Putting Fun Back into a Party The Role of a Focus Manager A Program Manager for a Life Filled with Simplicity and Clarity FM Pre-set Buttons 17 Wanted: BRIEF Communicators 169 When So Many Words Become Worthless Losing the Meaning You Can Change It Message Lost in Translation Winston Churchill’s Brevity Memorandum Concise Communication: A Necessary Curriculum Requirement BRIEF Basics Clarity is Your Number 1 Priority 18 Communicate Like a Magician 181 Brain Science Behind Sleight of Hand The Power to Make the Restless Rest A Baker’s Dozen of Communication Techniques, Tips, and Tricks 19 Preparing the Environment for Noise Abatement 191 The Failure of Open Floor Plans Screens Everywhere at Work Home Rooms Unplugged Old-school Schools Remaking Healthy Environments to Filter Noise Naturally 20 Herding Cats: Facilitating to Focus More, Fidget Less 205 The Joy of a Canceled Meeting Teaching Students to Tune Out Need Some Help Leading at Home? Fundamentals of Facilitation: At Work, School, or Home Making it Easy for Everyone to Work, Learn, and Live Together Part Five Pre-Sets: Simple Programming for Noise Reduction 215 21 Personalizing Your Pre-Sets 217 Personal Pre-set Programming: Customize Your Settings to Manage the Noise “The Lineup”: Playing to Win by Keeping Score 22 That Sounds Wonderful 235 Recommended Reading 239 Notes 241 References 249 About the Author 257 About The BRIEF Lab 259 Index 261

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Book SynopsisImplement best-in-class performance management systems Performance Management For Dummies is the definitive guide to infuse performance management with your organization's strategic goals and priorities. It provides the nuts and bolts of how to define and measure performance in terms of what employees do (i.e., behaviors) and the outcome of what they do (i.e., results) both for individual employees as well as teams. Inside, you'll find a new multi-step, cyclical process to help you keep track of your employees' work, identify where they need to improve and how, and ensure they're growing with the organizationand helping the organization succeed. Plus, it'll show managers to C-Suites how to use performance management not just as an evaluation tool but, just as importantly, to help employees grow and improve on an ongoing basis so they are capable and motivated to support the organization's strategic objectives. Understand if your performance management system is workingMake fixes Table of ContentsIntroduction 1 About This Book 2 Foolish Assumptions 3 Icons Used in This Book 3 Beyond the Book 3 Where to Go from Here 4 Part 1: Getting Started with Performance Management 5 Chapter 1: Introducing Performance Management 7 Why Do You Need Performance Management? To Succeed (of Course) 8 Why performance management is alive and well 8 Imagining an organization without performance management 10 Making Performance Management Work in Your Business 10 Distinguishing performance management from performance appraisal 10 Adapting performance management to today’s reality 11 Adapting performance management for different generations 14 Designing and Implementing a Performance Management System 14 Step 1: Establishing prerequisites 15 Step 2: Planning performance 20 Step 3: Executing performance 22 Step 4: Assessing performance 23 Step 5: Reviewing performance 25 Chapter 2: Making the Case for Performance Management 29 Using Performance Management to Achieve Multiple Purposes 30 Strategic objectives 30 Administrative objectives 30 Informational objectives 30 Developmental objectives 31 Organizational maintenance objectives 31 Documentation objectives 33 Answering the “What’s in It for Me” Question 33 Convincing top management of performance management’s value 34 Building support in the entire organization 34 Realizing the awesome benefits of performance management 36 What an Ideal Performance Management System Looks Like 39 Contextual issues: Making everything fit 39 Practical issues: Striving for effectiveness and fairness 41 Technical issues: Sweating the details 42 Taking Care of Talent Management Functions 45 Training and development 45 Workforce planning 46 Compensation 46 Chapter 3: Designing and Implementing Effective Performance Management 47 Ensuring Performance Management Delivers Strategic Value 48 Key ingredients of a strategic recipe 48 Making performance management strategic 49 Developing Performance Management Leadership Skills 50 Becoming an effective coach 51 Giving effective feedback 52 Defining and Measuring Performance 54 Measuring performance as behaviors 55 Measuring performance as results 55 Developing Employee Performance 56 Creating development plans 56 Implementing development plans 57 Assessing Performance Management Effectiveness 57 Using quantitative measures 58 Using qualitative measures 58 Chapter 4: Anticipating and Minimizing Negative Consequences 61 Anticipating Damage Caused by Flawed Performance Management 63 Damage caused to employees 63 Damage caused to managers 63 Damage caused to relationships 63 Damage caused to the organization 64 Learning from Flawed Performance Ratings 64 Why Performance Ratings Are Here to Stay 65 Setting Up an Appeals Process 66 Dealing with judgmental and administrative issues 66 Setting up a three-level appeals process 67 Setting Up a Communication Plan and Dealing with Resistance to Change 70 Questions that your communication plan should answer 70 Dealing with cognitive biases 73 Part 2: Designing an Effective Performance Management System 77 Chapter 5: Delivering Strategic Business Results 79 Linking Performance Management with Strategic Business Objectives 80 Making sure the strategic plan does what it is supposed to do 80 Making sure HR does what it is supposed to do 84 Conducting an External and Internal Analysis of Strengths, Weaknesses, Opportunities, and Threats 86 Analyzing the external environment 86 Analyzing the internal environment 88 Conducting a gap analysis 89 Creating and Understanding Your Organization’s Mission and Vision 91 Creating your mission 91 Creating your vision 91 Setting Up Objectives and Strategies Based on Your Mission and Vision 94 Setting up objectives 95 Setting up strategies 96 Linking Your Organization’s and Unit’s Strategic Plans with Job Descriptions 96 Linking the strategy of the organization and its units 97 Linking the organization and units with job descriptions 98 Chapter 6: Becoming a Performance Management Leader 101 Becoming an Effective Coach 101 Four guiding principles of effective coaches 102 Seven behaviors of effective coaches 103 Understanding your coaching style 105 Observing and Documenting Performance 106 Why documenting performance is so important 108 Documenting performance accurately 109 Giving Feedback Effectively 110 Making sure feedback serves a purpose 110 Avoiding the very high cost of NOT providing feedback 111 Making sure feedback is beneficial 112 An example of effective feedback 113 Giving praise 115 An example of effective praise 115 Giving constructive feedback 116 Giving feedback to Millennials, Post Millennials, and Baby Boomers 118 Chapter 7: Defining Performance 121 Performance is All about Behaviors and Results 121 Defining performance as behaviors 122 Defining performance as results 123 Causes for Excellent and Poor Performance 123 How individual differences affect performance 124 How knowledge and skills affect performance 126 How context affects performance 127 Anticipating performance problems 129 Focusing on Four Different Performance Dimensions 130 Task and contextual performance 131 Key differences between task and contextual performance 133 Counterproductive performance 134 Adaptive performance 136 When to Define Performance as Behaviors or Results and Why 137 When to define performance as behaviors 137 When to define performance as results 138 Chapter 8: Measuring Performance as Results 143 Measuring Performance as Results 143 Determining accountabilities and their importance 144 Determining objectives 146 Choosing a Measurement System Congruent with Context 149 Considering the role of organizational culture 149 Considering the role of industry trends 150 Considering the role of leadership 150 Chapter 9: Measuring Performance as Behaviors 151 Measuring Competencies 151 Measuring two types of competencies 152 Describing competencies 154 Measuring Behaviors Using Comparative Systems 155 Rank order 155 Alternation rank order 155 Paired comparisons 156 Relative percentile 156 Forced distribution 156 Considering Advantages and Disadvantages of Comparative Systems 158 Anticipating problems caused by forced distributions 159 Understanding the shape of the performance distribution and producing star performers 161 Measuring Behaviors Using Absolute Systems 163 Essays 163 Behavior checklists 164 Using a graphic rating scale system 169 Chapter 10: Using Performance Management Analytics 173 The Jury is Out: All Firms Collect Performance Data 174 Why all organizations collect performance data 174 Setting the evaluation period 176 Including Critical Components in Effective Performance Appraisal Forms 177 Saying goodbye to paper performance evaluation forms 177 Nine critical components of effective evaluation forms 177 Evaluating the components of a sample evaluation form 179 Including Critical Characteristics to Make Evaluation Forms Effective 182 Eight critical characteristics of effective evaluation forms 183 Evaluating the characteristics of a sample evaluation form 184 Computing Overall Performance Score 185 Using judgmental and mechanical procedures to compute overall score 185 Using Multiple Performance Touchpoints 189 Using supervisors 189 Using peers 190 Using direct reports 191 Using employees themselves 192 Using customers 193 Using electronic performance monitoring 193 Chapter 11: Minimizing Rating Distortion 197 Dealing with Disagreements across Performance Touchpoints 197 Why disagreements across performance touchpoints is not always a problem 198 Dealing with disagreements when giving feedback 198 Minimizing Intentional Rating Distortion 199 Understanding rater motivation 199 Why raters inflate ratings 200 Why raters deflate ratings 201 Increasing accountability in performance ratings 202 Minimizing Unintentional Rating Distortion 203 Designing rater error training 203 Designing frame of reference training 206 Designing behavioral observation training 208 Part 3: Implementing Performance Management Effectively 209 Chapter 12: Creating and Implementing Personal Development Plans 211 Creating Personal Development Plans 211 Using development plans to answer four key career questions 212 Using development plans to improve your short- and long-term career goals 212 Using development plans for succession planning 214 Setting your development plan objectives 214 Setting the content of your development plan 216 Setting the activities of a development plan 218 Facilitating Employee Development 221 Performing five functions in the development process 223 Using the feedforward interview 223 Motivating supervisors to facilitate employee development 225 Using Multisource Feedback Systems in Implementing Development Plans 227 Maximizing benefits of multisource feedback systems 228 Minimizing risks of multisource feedback systems 229 Deciding whether a multisource feedback systems will work in your organization 230 Implementing a state-of-the-science multisource feedback system 231 Chapter 13: Conducting Effective Review, Disciplinary, and Termination Meetings 233 Conducting Effective Review Meetings 234 Setting up review meetings 234 Implementing an optimal sequence for review meetings 236 Dealing with employee defensiveness 238 Making the Tough Calls: Disciplinary Process and Organizational Exit 241 Offering decision-making leave 241 Avoiding five common pitfalls in the disciplinary process 243 Dealing with terminations 244 Chapter 14: Implementing Team Performance Management 247 Not All Teams Are Created Equal 248 Reasons why teams exist in all organizations 248 Designing a State-of-the Science System 249 Anticipating dangers of poorly designed systems 250 Setting necessary conditions for an effective system 251 Implementing a system for virtual teams 251 Accountability as a key purpose of team performance management 254 Implementing a State-of-the-Science System 255 Step 1: Establishing prerequisites 257 Step 2: Performance planning 259 Step 3: Performance execution 260 Step 4: Performance assessment 261 Step 5: Performance review 263 Connecting team performance management with team rewards 265 Chapter 15: Evaluating Your System 269 Pilot Testing the Performance Management System 269 Reasons for doing a pilot test 270 Selecting the pilot test group 270 Ongoing Monitoring and Evaluation of the Performance Management System 271 What to measure 272 How to measure 273 Part 4: Connecting Performance Management with Rewards and the Law 275 Chapter 16: Offering Financial and Nonfinancial Rewards 277 Not All Rewards are Created Equal 278 Financial rewards 278 Nonfinancial rewards 278 Different Types of Financial Rewards 278 Base pay 278 Cost-of-living adjustments and contingent pay 279 Short-term incentives 279 Long-term incentives 280 Income protection 281 Allowances 281 Different Types of Nonfinancial Rewards 282 Relational 282 Work-life focus 283 Linking Performance Management with Different Types of Rewards 283 Rewards with low dependency on performance management 284 Rewards with high dependency on performance management 284 Rewards with moderate dependency on performance management 285 Chapter 17: Setting Up an Effective Pay System 287 Setting Up Traditional and Contingent Pay Plans 287 Traditional pay plans 288 Contingent pay plans 289 Implementing Contingent Pay Plans 289 The benefits of CP plans 290 Reasons why contingent pay plans fail 291 Selecting a Contingent Pay Plan 294 Traditional versus involvement cultures 295 Strategic direction 296 What pay can and cannot do about improving performance 297 Turning recognition and other nonfinancial incentives into rewards 301 Chapter 18: Staying on the Right Side of the Law 305 Implementing the Golden Rule 306 Implementing the golden rule around the world 306 When the golden rule breaks down 306 Six Legal Principles Affecting Performance Management 307 Employment at will 307 Negligence 308 Defamation 309 Misrepresentation 310 Adverse impact/unintentional discrimination 311 Illegal discrimination/disparate treatment 311 Laws Affecting Performance Management 313 Laws affecting performance management around the world 314 Lawful performance management in global organizations 315 Putting it all together: A legally defensible performance management system 315 Part 5: The Part of Tens 317 Chapter 19: Ten Reasons for Implementing Effective Performance Management 319 Six Useful Purposes 319 Self-Insights, Development, Motivation, and Self-Esteem 320 Better Understanding of Job Requirement 320 More Employee Engagement and Voice Behavior 321 Improved Commitment and Decreased Turnover 321 Early Detection of Performance Declines and Less Employee Misconduct 321 Differentiation between Good and Poor Performers 322 Common Understanding of What is Good Performance 322 More Fair and Legally Defensible Administrative Decisions 322 Easier Organizational Change 323 Chapter 20: Ten Key Factors for Delivering Outstanding Results 325 Congruence with Strategy and Context 325 Thoroughness and Inclusiveness 326 Meaningfulness 326 Practicality 327 Reliability, Validity, and Specificity 327 Identification of Effective and Ineffective Performance 327 Standardization and Thoroughness 328 Openness 328 Correctability 328 Acceptability, Fairness, and Ethicality 329 Chapter 21: Ten Tips for Becoming a Great Performance Management Leader 331 Become an Effective Coach 331 Develop a Good Coaching Relationship and Facilitate Employee Growth 332 Understand Your Own Coaching Style 332 Make the Employee the Director of Change 333 Learn How to Evaluate Performance Accurately 333 Document Performance Accurately 333 Give Feedback Effectively 334 Conduct Effective Performance Review Meetings 334 Be Fair and Direct in the Disciplinary Process 335 Be Fair and Direct in the Termination Process 335 Index 337

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