Business, Finance & Law Books

Book Synopsis''By far the best book I''ve ever read on the how and why of scaling. If you care about changing the world, or just want to make better decisions in your own life, The Voltage Effect is for you.'' Angela Duckworth, CEO of Character Lab and New York Times bestselling author of Grit ________________ Why do some ideas make it big while others fail to take off? According to award-winning behavioural economist John List, the answer comes down to a single question: Can the idea scale? Countless enterprises fall apart the moment they scale; their positive results fizzle, they lose valuable time and money, and the great electric charge of potential that drove them early on disappears. In short, they suffer a voltage drop. Yet success and failure are not about luck - in fact, there is a rhyme and reason as to why some ideas fail and why some make it big. Certain ideas are predictably scalable, while others are predictably dTrade ReviewBrilliant, practical, and grounded in the very latest research, this is by far the best book I've ever read on the how and why of scaling. If you care about changing the world, or just want to make better decisions in your own life, The Voltage Effect is for you. * Angela Duckworth, Founder and CEO of Character Lab and New York Times bestselling author of Grit *How many books are funny and wise, practical and profound? John List is a scientist, but he's also a magician, and he's changing the world. The Voltage Effect shows how. This is one of the best economics books I have ever read - and an instant classic in behavioral economics. * Cass R. Sunstein, Robert Walmsley University Professor, Harvard University, and New York Times bestselling coauthor of Nudge *The Voltage Effect is the toolkit for the ambitious. Packed with proven principles and pro tips made real through inside stories ranging from Silicon Valley to African NGOs to university fund-raising, List fills the gap between startup books and management books to show how any idea can achieve its full potential. * Scott Cook, co-founder of Intuit *Ideas from the ivory tower or Davos fail often and fail badly because they do not recognize the deeply political and historical nature of the problems they are trying to deal with and the social realities in which these problems are embedded. This thought-provoking and engaging book proposes an original framework for thinking about how good policy proposals can be applied at a scale large enough to do social good, and for avoiding predictable mistakes that prevent such scaling. A must-read. * Daron Acemoglu, Institute Professor at MIT and co-author of Why Nations Fail and The Narrow Corridor *

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Book Synopsis''This book has had an enormous impact'' Satya Nadella, CEO, Microsoft''Spectacular. Mind-blowing in its expansiveness and profundity'' Steve Wozniak, co-founder of Apple''Iconic'' Clay Christensen, author of The Innovator''s DilemmaCryptocurrencies are changing the world. They grant everyday people the power to invest, disrupt the world order and contribute towards a better future.Blockchain is the ingeniously simple technology that powers cryptos. It is a public ledger to which everyone has access, but which no single person or institution controls. It allows for companies and individuals to collaborate with an unprecedented degree of trust and transparency. It is cryptographically secure, but fundamentally open. And it is everywhere.In Blockchain Revolution, Don and Alex Tapscott reveal: how this game-changing technology is re-shaping the global economy how it is improving everything from healthcare records to online voting how people everywhere are using it to side-step institutional barriers and take control of their futureBrilliantly researched and highly accessible, this is the essential text on this major paradigm shift. Read it, or be left behind.Trade ReviewWhat a spectacular book. Mind-blowing in its expansiveness and profundity. It makes me think we're at one of those times in technological, economic and social history where the sky is the limit -- Steve Wozniak * co-founder of Apple Computer and Chief Scientist at Prime Data *The Tapscotts have written the book, literally, on how to survive and thrive in this next wave of technology-driven disruption. Likely to become one of the iconic books of our time -- Clay Christensen * Professor of Business Administration, Harvard Business School and author of The Innovator's Dilemma *Occasionally a book comes along that changes the global discourse. This is likely to be one of those books. Blockchains are at the heart of the fourth industrial revolution and the Tapscotts lucidly explain why and how to capture the opportunity and avoid dangers -- Klaus Schwab * founder and executive chairman of the World Economic Forum *A carefully researched and beautifully written book. Blockchain Revolution argues that the 'Internet of value' will transform our lives. A must-read for our disruptive times -- Dominic Barton * Global Managing Director at McKinsey & Company *Don and Alex brilliantly illuminate the technology that could profoundly impact the way we manage issues of trust, security and privacy for years to come -- Indra Nooyi * Chairman and CEO of PepsiCo *The great missing element in the Internet has been a 'trust protocol', a way of knowing that a transaction is verified and authentic. Blockchain technology could provide a foundation for that. It's a revolutionary idea and this lucid book explains why -- Walter Isaacson * Author of Steve Jobs *A masterpiece. Gracefully dissects the potential of blockchain technology to take on today's most pressing global challenges -- Hernando De Soto * Economist and President at the Institute for Liberty and Democracy in Peru *The blockchain is to trust as the Internet is to information. Like the original Internet, blockchain has potential to transform everything. Read this book and you will understand -- Joichi Ito * Director of MIT Media Lab *In this extraordinary journey to the frontiers of finance, the Tapscotts shed new light on the blockchain phenomenon and make a compelling case for why we all need to better understand its power and potential -- Dave McKay * President and CEO of the Royal Bank of Canada *Deconstructs the promise and peril of the blockchain in a way that is at once accessible and erudite. Blockchain Revolution gives readers a privileged sneak peak at the future -- Alec Ross * Author of The Industries of the Future *If ever there was a topic for demystification, blockchain is it. Together, the Tapscotts have achieved this comprehensively and in doing so have captured the excitement, the potential and the importance of this topic to everyone -- Blythe Masters * CEO of Digital Asset Holdings *This is a book with the predictive quality of Orwell's Nineteen Eighty-Four and the vision of Elon Musk. Read it or become extinct -- Tim Draper * Founder of Draper Associates, DFJ and Draper University *Blockchain is a radical technological wave and, as he has done so often, Tapscott is out there, now with son Alex, surfing at dawn. It's quite a ride -- Yochai Benkler * Berkman Professor of Entrepreneurial Legal Studies, Harvard Law School *If you work in business or government, you need to understand the blockchain revolution. No one has written a more thoroughly researched or engaging book on this topic than Tapscott and Tapscott -- Erik Brynjolfsson * Professor at MIT and co-author of The Second Machine Age *An indispensable and up-to-the-minute account of how the technology underlying bitcoin could - and should - unleash the true potential of a digital economy for distributed prosperity -- Douglas Rushkoff * author of Present Shock and Throwing Rocks at the Google Bus *Technological change that used to develop over a generation now hits us in a relative blink of the eye, and no one tells this story better than the Tapscotts -- Eric Spiegel * President and CEO of Siemens USA *Few leaders push us to look around corners the way Don Tapscott does. With Blockchain Revolution he and his son Alex teach us, challenge us and show us an entirely new way to think about the future -- Bill McDermott * CEO of SAP SE *Blockchain Revolution is a brilliant mix of history, technology and sociology that covers all aspects of the blockchain protocol - an invention that in time may prove as momentous as the invention of printing -- James Rickards * author of Currency Wars and The Death of Money *Blockchain Revolution serves as an atlas to the world of digital money, masterfully explaining the current landscape while simultaneously illuminating a path forward toward a more equitable, efficient and connected global financial system -- Jim Breyer * CEO of Breyer Capital *Blockchain Revolution is the indispensable and definitive guide to this world-changing technology -- Jerry Brito * Executive Director of Coin Center *Incredible. Really incredible. The Tapscotts' examination of the blockchain as a model for inclusion in an increasingly centralised world is both nuanced and extraordinary -- Steve Luczo * Chairman and CEO of Seagate Technology *Makes a powerful case for blockchain's ability to increase transparency but also ensure privacy. In the authors' words 'The Internet of Things needs a Ledger of Things' -- Chandra Chandrasekaran * CEO and Managing Director of Tata Consultancy Services *The epicentre of trust is about to diffuse! The definitive narrative on the revolutionary possibilities of a decentralised trust system -- Frank D'Souza * CEO of Cognizant *Identifies a profound new technology movement and connects it to the deepest of human needs: trust. Thoroughly researched and provocatively written. Every serious businessperson and policy maker needs to read Blockchain Revolution -- Brian Fetherstonehaugh * Chairman and CEo of OgilvyOne Worldwide *This book has had an enormous impact on the evolution of blockchain in the world -- Satya Nadella * CEO, Microsoft Corporation *A thorough, balanced and enlightening guide to the next big thing. -- John Gapper * Financial Times *The Tapscotts have written the book, literally, on how to survive and thrive in this next wave of technology-driven disruption. Likely to become one of the iconic books of our time. -- Clay Christensen, Harvard Business SchoolWhat a spectacular book. Mind-blowing in its expansiveness and profundity. It makes me think we're at one of those times in technology, economic and social history where the sky is the limit. -- Steve Wozniak, co-founder of AppleThe blockchain is one of the most fundamental inventions in the history of computer science. Read Blockchain Revolution to understand its profound implications. -- Marc Andreessen, co-founder, Netscape and Andreessen HorowitzBlockchain Revolution is a highly readable introduction to a bamboozling but increasingly important field * Guardian *Occasionally a book comes along that changes the global discourse. This is likely to be one of those books. Blockchains are at the heart of the Fourth Industrial Revolution and the Tapscotts lucidly explain why and how to capture the opportunity and avoid the dangers. -- Klaus Schwab, Founder and Executive Chairman, World Economic ForumA carefully researched and beautifully written book. Blockchain Revolution argues that the "internet of value" will transform our lives. A must-read book for our disruptive times. -- Dominic Barton, Global Managing Director, McKinsey & CompanyDon and Alex brilliantly illuminate the technology that could profoundly impact the way we manage issues of trust, security and privacy for years to come. -- Indra Nooyi, Chairman & CEO, PepsiCoThe great missing element in the Internet has been a "trust protocol", a way of knowing that a transaction is verified and authentic. Blockchain technology could provide a foundation for that. It's a revolutionary idea, and this lucid book explains why. -- Walter Isaacson, Author of The Innovators and President and CEO of the Aspen InstituteIn clear, engaging prose, this richly sourced book overflows with entertaining examples of how blockchain could enhance our lives * Oxford Economics *

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Book Synopsis“On my business card, I am a corporate president. In my mind, I am a game developer. But in my heart, I am a gamer.” —Satoru IwataTHE USA TODAY BESTSELLER "A welcome salve and a book that anyone who cares about gaming should own and read." - Forbes Satoru Iwata was the global president and CEO of Nintendo and a gifted programmer who played a key role in the creation of many of the world’s best-known games. He led the production of innovative platforms such as the Nintendo DS and the Wii, and laid the groundwork for the development of the wildly successful Pokémon Go game and the Nintendo Switch. Known for his analytical and imaginative mind, but even more for his humility and people-first approach to leadership, Satoru Iwata was beloved by game fans and developers worldwide. In this motivational collection, Satoru Iwata addresses diverse subjects such as locating bottlenecks, how success breeds resistance to change, and why programmers should never say no. Drawn from the “Iwata Asks” series of interviews with key contributors to Nintendo games and hardware, and featuring conversations with renowned Mario franchise creator Shigeru Miyamoto and creator of EarthBound Shigesato Itoi, Ask Iwata offers game fans and business leaders an insight into the leadership, development, and design philosophies of one of the most beloved figures in gaming history.

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Book SynopsisInstant Wall Street Journal Bestseller!Congratulations, you''re a manager! After you pop the champagne, accept the shiny new title, and step into this thrilling next chapter of your career, the truth descends like a fog: you don''t really know what you''re doing.That''s exactly how Julie Zhuo felt when she became a rookie manager at the age of 25. She stared at a long list of logistics--from hiring to firing, from meeting to messaging, from planning to pitching--and faced a thousand questions and uncertainties. How was she supposed to spin teamwork into value? How could she be a good steward of her reports'' careers? What was the secret to leading with confidence in new and unexpected situations?Now, having managed dozens of teams spanning tens to hundreds of people, Julie knows the most important lesson of all: great managers are made, not born. If you care enough to be reading this, then you care enough to be a great manager.

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Book Synopsis Jochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the National University of Singapore (NUS). He is also an international fellow of the Service Research Center at Karlstad University, Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, USA, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University, USA. Previously, Professor Wirtz was the founding director of the dual degree UCLA NUS Executive MBA Program from 2002 to 2014, an Associate Fellow at the Saïd Business School, University of Oxford from 2008 to 2013, and a founding member of the NUS Teaching Academy (the NUS think-tank on education matters) from 2009 to 2015. Professor Wirtz holds a Ph.D. in services marketing from the London Business School and has worked in the field of services for over 25 years. His research focuses on service marketing and has been published in over 300 academicTable of Contents PART I — UNDERSTANDING SERVICEPRODUCTS, CONSUMERS, AND MARKETS Chapter 1: Introduction to Services Marketing Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products and Brands Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing Service Processes Chapter 9: Balancing Demand and Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV — DEVELOPING CUSTOMER RELATIONSHIPS Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery PART V — STRIVING FOR SERVICE EXCELLENCE Chapter 14: Improving Service Quality and Productivity Chapter 15: Building a World-Class Service Organization PART VI — CASE STUDIES Case 1 Sullivan Ford Auto World Case 2 Susan Munro, Service Consumer Case 3 Dr. Beckett’s Dental Office Case 4 Uber's Unintended Burdens Case 5 Kiwi Experience Case 6 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period Case 7 Revenue Management at The View Case 8 Aussie Pooch Mobile Case 9 Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond? Case 10 Digital Luxury Services: Tradition versus Innovation in Luxury Fashion Case 11 National Library Board Singapore: Delivering Cost-Effective Service Excellence through Innovation and People Case 12 Red Lobster Case 13 Banyan Tree: Branding the Intangible Case 14 Singapore Airlines: Managing Human Resources for Cost-Effective Service Excellence Case 15 Menton Bank Case 16 Dr. Mahalee Goes to London: Global Client Management Case 17 Platform vs Pipeline Business Models: Are Airbnb and Marriott Right to Move into Each Other’s Turf? Case 18 The Royal Dining Membership Program Dilemma

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Book SynopsisTable of ContentsPart I: INTRODUCTION TO LEADERSHIP. 1. What Does It Mean to Be a Leader? Part II: RESEARCH PERSPECTIVES ON LEADERSHIP. 2. Traits, Behaviors, and Relationships. 3. Contingency Approaches to Leadership. Part III: THE PERSONAL SIDE OF LEADERSHIP. 4. The Leader as an Individual. 5. Leadership Head and Heart. 6. Courage and Moral Leadership. 7. Leadership Vision And Purpose. Part IV: THE LEADER AS A RELATIONSHIP BUILDER. 8. Motivation and Empowerment. 9. Leadership Communication. 10. Leading Teams. 11. Leading Diversity and Inclusion. 12. Leadership Power and Influence. Part V: THE LEADER AS A SOCIAL ARCHITECT. 13. Setting the Stage for Followership. 14. Shaping Culture and Values. 15. Leading Change.

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Book SynopsisTrade Review"A book that provides valuable context for the latest assaults on democracy. . . . A clear and informative history." * Kirkus Reviews *"A compelling and sober-minded assessment of our situation, and I commend it to you for your consideration." -- L. M. Sacasas * The Convivial Society *"In The Paradox of Democracy: Free Speech, Open Media, and Perilous Persuasion, Gershberg and Illing suggest that democracy isn’t really about the rules and institutions that usually leap to mind... Fundamentally, they say, democracy is a culture of free and open communication. And that openness makes it vulnerable to subversion from within." * The Boston Globe *"We are living through an information revolution, but we have not adequately understood how this tsunami reshapes democratic politics. Sean Illing and Zac Gershberg do just that in this very interesting and intriguing book." -- Fareed Zakaria, CNN"The Paradox of Democracy is as provocative as it is unpredictable. It carefully and engagingly expands our understanding of how democracy works—and struggles—in a society where free expression is foundational and where media is undergoing revolutionary and rapid change. It will change how you think." -- Margaret Sullivan, Washington Post"The book gives a sweeping overview of the ways that political leaders can utilize communication and rhetoric in order to gain office or power. Overall, it provides an excellent summary of the ways that communication and democracy can coexist or undermine each other." -- Shana Gadarian, Syracuse University"As free speech advocates strain to reconcile the unparalleled access to information and the expression of ideas made possible by the internet with their undeniable potential for political, psychological, and even physical harm, Gershberg and Illing have come to say that these advocates are pushing a Sisyphean boulder up a mountainside... Though the authors insist that democracy is the best system there is, they clearly doubt, in Benjamin Franklin's words, 'we can keep it.' ... Recommended." * Choice *"The authors’ efforts to help us understand the role that media can play in the potential fate of democracy and democracies are useful and remind us of the dangers present in this fraught political moment." * ProjectMUSE *Table of ContentsIntroduction Chapter 1: The Bias and the Disruption Chapter 2: Mere Rhetoric: From Free Speech to Bread and Circuses Chapter 3: The News-Print Revolution Chapter 4: The Rise of the Public(s): From a Fuller World to Morse's Macrocosm Chapter 5: This Is Fascism Chapter 6: Playing Checkers: An Uneasy Triumph for Liberal Democracy Chapter 7: The Death of Liberal Democracy: Have We Got Fake(d) News for You Chapter 8: Democracy, If We Can Keep It Epilogue Notes Index

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Book SynopsisEveryone faces big questions when it comes to money: questions about saving, investing, and whether you're getting it right with your finances.Unfortunately, many of the answers provided by the financial industry have been based on belief and conjecture rather than data and evidenceuntil now.In Just Keep Buying, hugely popular finance blogger Nick Maggiulli crunches the numbers to answer the biggest questions in personal finance and investing, while providing you with proven ways to build your wealth right away.You will learn why you need to save less than you think; why saving up cash to buy market dips isn't a good idea; how to survive (and thrive) during a market crash; and much more. By following the strategies revealed here, you can act smarter and live richer each and every day. It's time to take the next step in your wealth-building journey. It's time to Just Keep Buying.

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Book SynopsisA challenge to the conventional wisdom surrounding financial risk, providing insight into why easy solutions to control the financial system are doomed to failTrade Review“In The Illusion of Control, [Daníelsson] argues that putting central banks in charge of financial stability is an error because they face ‘a complex, ill-defined policy domain for which there is no clear consensus on either the problem or the objective.’ So, the enterprise is doomed to fail. Separate agencies, with more direct political accountability, are needed for that task.”—Sir Howard Davies, The Guardian“In this thought-provoking book, Jón Daníelsson, professor of finance at the London School of Economics, offers five recommendations. First, ‘the real danger is endogenous risk,’ that is, the risks the system itself creates. Second, models of risk will always miss what matters. Third, remember the objectives of regulation. Fourth, think globally, not locally. Finally, encourage a diverse financial system, not a monoculture.”—Martin Wolf, Financial Times, “Best Books of 2022: Economics”“Daníelsson dives into why financial crises happen. His explanations also lay waste to conventional thinking.”—Mike Berner, The Tycoonist“Jón Daníelsson provides a fascinating synthesis of systemic financial crises, based on theoretical and empirical research.”—George Inderst, IPE“Too little financial regulation or too much of the wrong kind? Whatever your view, Jón Daníelsson’s lively account and richly informed discussion will surely intrigue you and challenge preconceptions.”—Patrick Honohan, former governor, Central Bank of Ireland“Financial regulators should be required to read this book. It shows in sparkling and non-technical language what aspects of risk can, and frequently cannot, be measured. Anyone concerned with portfolio management should read it.”—Charles Goodhart, London School of Economics“Jón Daníelsson makes a compelling case for a fundamental re-think in the approach to risk management taken by both financial services firms and their regulators. Those charged with the management, governance and regulation of risk—either at the level of an entity or an economy—should benefit enormously from Jón ’s alternative framework.”—Lutfey Siddiqi, Risk Management Institute, National University of Singapore“Is international cooperation on regulatory standards stifling good risk taking, leading to bad risk taking? Refreshingly critical, The Illusion of Control is an important contribution to the ongoing mapping of financial risk.”—Yves Mersch, former ECB board member and vice-chair, Single Supervisory Mechanism

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Book Synopsis“The next generation is our future.”Answering the most pressing thirty-five questions of Next Generation members in a short and concise, yet competent way—leading academics, practitioners, and enterprising families come together to empower Next Generation legacies.Masterfully detangling the intricate dynamics of the family, ownership, business, and wealth, the authors share best practices, real-life examples, and critical questions for reflection.Part 1: FamilyDefining family · Managing family dynamics · Dealing with conflicts · Family communication · Preparing generational transitions · Keeping the family unitedPart 2: OwnershipResponsibilities and rights · Preparation of future owners · Dealing with non-active owners · Ownership transfers · Board expectations and roles · Owner networksPart 3: BusinessPreparing business entry · Working with nonfamily executives · Hiring family members · Promoting family members · Letting go of family members · Engaging family business consultantsPart 4: WealthDealing with wealth · Pursuing a vocation outside of the family enterprise · Leaving the family enterprise · Selling the family business · Starting a family office · Pursuing philanthropy and impact investingEnabling Next Generation Legacies is a powerful guide for Next Generation members and their families to ask better questions, make better decisions, live better lives, and build stronger legacies.

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Book SynopsisHigh-profile case studies provide compliance professionals with a deep, holistic understanding of modern-day money laundering to better detect and deter it Money laundering is a serious crime that presents a heightened, yet underrated, global threat. Although often thought of as a victimless crime, money laundering significantly impacts the global financial system, which leads to further crime, corruption, human exploitation, and environmental degradation and causes tremendous human suffering, especially in the most impoverished populations. Recent advances in technology, communications, and globalization mean there are more illicit funds in circulation today than ever before. In order to catch these criminals and expose their underground networks, compliance professionals must learn to navigate an increasingly complex web of criminal activity. In The Flow of Illicit Funds, Ola M. Tucker goes beyond the implementation of anti–money laundering compliance programs offered by most guides and provides professionals with a holistic understanding of the modern money laundering system. Using recent case studies, Tucker explains some of the most common money laundering techniques used by criminals today, describes the key role of the financial system in the disguise and transfer of illicit funds, and offers valuable insight into how financial institutions can protect themselves from being used as conduits for the movement of dirty money. The book concludes by offering suggestions to help compliance professionals better detect and deter money laundering. Through this unique perspective, compliance professionals and students will gain a broader overall understanding of the process of money laundering and the techniques criminals commonly use, including valuable insight into how criminals find legal loopholes and manipulate the financial system.Table of ContentsIntroduction 1. Building a Foundation: Facts, Figures, and Misconceptions about Money Laundering 2. Anonymous: The Role of Shell Companies 3. Gaps in the Supply Chain: The Rise of Trade-Based Money Laundering 4. Pricey Parking for Illicit Funds: Money Laundering through Luxury Real Estate 5. A Dirty Business: Russian Laundromats 6. Over the Border and through the Bank: Money Mules and Cyber Mules 7. The Thriving Market of Modern-Day Slavery: Human Trafficking and Money Laundering 8. Intangible Coins and Blockchains: How Cryptocurrencies Fit into the Laundering Process 9. A More Linear Money Trail: Terrorist Financing 10. How We Got Here: A Historical Overview of Key AML Legislation 11. A Solid Defense: AML Compliance Program Requirements and Standards 12. Final Thoughts: Reflections and Recommendations Selected Bibliography Index About the Author

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Book SynopsisTHE #1 SUNDAY TIMES BESTSELLER'Excellent.' The Times'Offers a fresh take on how to create your own balance, be more productive and feel fulfilled in the high-pressure social media age.' Cosmopolitan, 12 BEST NEW BOOKS TO READ'Serves some serious inspiration for the business-minded.' Bustle, TOP DEBUT BOOKS OF 2021'Pinpoints and unpacks the confusing and impossible messages we are all fed about modern work, how we are supposedly meant to be "nailing" all areas of our life all at once.' Emma Gannon________________We all know the pressure of feeling like we should be grinding 24/7 while simultaneously being told that we should 'just relax' and take care of ourselves, like we somehow have to decide between success and sanity. But in today's complex working world, where every hobby can be a hustle and social media is the lens through which we view ourselves and others, this seemingly impossible choice couldn't be further from our reality.In Working Hard, Hardly Working, entrepreneur and self-proclaimed 'lazy workaholic' Grace Beverley challenges this unrealistic and unnecessary split, and offers a fresh take on how to create your own balance, be more productive and feel fulfilled.________________A BOOK TO HELP YOU:Create your own Productivity Method: Work smart and do more of what you loveMake your routine work for you: Optimise your habits and reap the benefitsUnderstand your value: Get into your flow and enjoy your everydayEngage in effective self-care: How stepping back can help you move forwards

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Book SynopsisA Guide to the Project Management Body of Knowledge (PMBOK®) Guide is the go-to resource for project management practitioners. Over the past few years, the project management profession has significantly evolved due to emerging technology, new approaches and rapid market changes. Reflecting this evolution, The Standard for Project Management enumerates 12 principles of project management and the PMBOK® Guide – Seventh Edition is structured around eight project performance domains. Both the standard and the guide reflect the wide range of development approaches that lead to value delivery. This edition is designed to address practitioners’ current and future needs and to help them be more proactive, innovative and nimble in enabling desired project outcomes. This edition of the PMBOK® Guide: Reflects the full range of development approaches (predictive, adaptive, hybrid, etc.) Provides an entire section devoted to tailoring the development approach and processes Includes an expanded list of models, methods, and artifacts Focuses on not just delivering project outputs but also enabling outcomes; and Integrates with PMIstandards+ for information and standards application content based on project type, development approach, and industry sector.

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Book SynopsisThis book is a refreshingly practical yet theoretically sound roadmap to leveraging data analytics and data science. The vast amount of data generated about us and our world is useless without plans and strategies that are designed to cope with its size and complexity, and which enable organizations to leverage the information to create value in marketing.Creating Value with Data Analytics in Marketing provides a nuanced view of big data developments and data science, arguing that big data is not a revolution but an evolution of the increasing availability of data that has been observed in recent times. Building on the authors' extensive academic and practical knowledge, this book aims to provide managers and analysts with strategic directions and practical analytical solutions on how to create value from existing and new big data. The second edition of this bestselling text has been fully updated in line with developments in the field and includes a selection of new, Trade Review"More than ever before, managers are held accountable for the return on their marketing investments. Data science has thus become a centerpiece in the skills arsenal of today’s manager. This comprehensive, yet eminently readable book is a must read for anyone seriously interested in using data science to create firm value."Jan-Benedict Steenkamp, C. Knox Massey Distinguished Professor of Marketing, University of North Carolina at Chapel Hill, USA"Data science and big data analytics are in vogue these days but none of the current books on these subjects combine an understanding of them along with how they interface with marketing metrics. This is precisely what Peter Verhoef, Edwin Kooge, Natasha Walk and Jaap Wieringa have accomplished! The book is literally a treasure trove for marketing practitioners, academics and students, to not only understand the specifics of the data science techniques and methodologies but also to develop an appreciation of how they can all be put together to inform managers and drive decision making!"P.K. Kannan, Associate Dean of Strategic Initiatives at University of Maryland, Robert H. Smith School of Business, USA"In the age of big data, understanding data analytic in marketing is crucial. This edition highlights how data can bring value to the organization and brand while addressing the need for customer privacy and data security. This book helps the reader understand the what story the data is saying as well as create a data-driven culture. A must read for anyone wanting a better understanding of how data can bring value in marketing."Joyce Costello, Marketing Management, Cardiff Metropolitan University, UK"This superb book brilliantly synthesizes knowledge that every researcher and professional working with marketing analytics should have. The new edition of this much-valued book is even better!"Polymeros Chrysochou, Professor at Department of Management & MAPP Centre, Aarhus University, Denmark"This book offers an amazing overview of what data analytics entails, and how any marketer can create value through (big) data. It offers many great examples and is written in a no nonsense manner combining the best of academic and practitioner knowledge. If you are serious about data analytics, this book is a must-read."Arne De Keyser, Associate Professor of Marketing, EDHEC Business School, France"This revised edition is a practical book introducing readers to big data analytics in marketing in details. It is packed with great examples and engaging case studies. The book is well structured and is easy to understand. A great book for students, scholars and practitioners to start their journey in exploring big data analytics in marketing."Mingming Cheng, Senior Lecturer in Digital Marketing, School of Management and Marketing, Curtin University, AustraliaTable of Contents1 Data science and big data; 2 Creating value with data science; 3 Value objectives and metrics; 4 Data assets; 5 Data storing and integration; 6 Customer privacy and data security; 7 Data analytics; 8 Data exploration; 9 Data modeling; 10 Creating impact with storytelling and visualization; 11 Creating value with data science; 12 Building successful data analytics capabilities

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Book SynopsisJohn Stott would never have called it 'mentoring', but, throughout his life, he instinctively drew alongside younger men and women from across the world, gently pastoring them within the context of a warm, genuine and healthy "Paul-Timothy" friendship. Why aren't these intergenerational friendships more common in the Church today? In Transforming Friendship, John Wyatt acknowledges that recent serious scandals and suspicion prevalent in our culture have made people more cautious about these kinds of relationships. The church, therefore, needs to lead the way in seeing friendship transformed into something safe, life-giving and Christlike. Wyatt shares the transformative experience of being Stott's close friend. Using examples from the Bible, Christian history and the church today, he makes the case for a model of "Gospel-crafted" friendship, with a particular emphasis on the need for more Paul-Timothy type relationships like the one he enjoyed with Stott.

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Book SynopsisLONGLISTED FOR THE NATIONAL BOOK AWARD 'With intelligence and care (as well as with a trove of sometimes heartbreaking and sometimes heart-opening true stories) Heather McGhee shows us what racism has cost all of us' - Elizabeth Gilbert Picked for the Financial Times Summer Books by Gillian Tett What would make a society drain its public swimming baths and fill them with concrete rather than opening them to everyone? Economics researcher Heather McGhee sets out across America to learn why white voters so often act against their own interests. Why do they block changes that would help them, and even destroy their own advantages, whenever people of colour also stand to benefit? Their tragedy is that they believe they can't win unless somebody else loses. But this is a lie. McGhee marshals overwhelming economic evidence, and a profound well of empathy, to reveal the surprising truth: even racists lose out under white supremacy. And US racism is everybody's problem. As McGhee shows, it was bigoted lending policies that laid the ground for the 2008 financial crisis. There can be little prospect of tackling global climate change until America's zero-sum delusions are defeated. The Sum of Us offers a priceless insight into the workings of prejudice, and a timely invitation to solidarity among all humans, 'to piece together a new story of who we could be to one another'.Trade ReviewShocking [and] hard to argue with ... McGhee is on [an] ambitious mission. [Her] optimistic demeanour [and] research also inspires hope ... It is tantalisingly easy to embrace her vision -- Gillian Tett * FT *This is the book I've been waiting for -- Ibram X. Kendi, #1 New York Times bestselling author * How to Be an Antiracist *A must-read for everyone -- Alicia Garza, co-founder of Black Lives MatterImpactful ... McGhee weaves together personal anecdotes and family history, reporting and social science to present an image of what the United States is, but does not have to be. It is a picture some Americans grew up seeing, which others ignore at their peril -- Emily Tamkin * New Statesman *With intelligence and care (as well as with a trove of sometimes heartbreaking and sometimes heart-opening true stories) Heather McGhee shows us what racism has cost all of us -- Elizabeth Gilbert * Eat, Pray, Love *A vital, urgent, stirring, beautifully written book that offers a compassionate roadmap out of our present troubled moment -- George Saunders, Booker Prize-winning authorThere is a striking clarity to this book; there is also a depth of kindness in it that all but the most churlish readers will find moving -- Jennifer Szalai * New York Times *Very real, and very hopeful, and that's the rarest of combinations. It will be a classic on the day it's published -- Bill McKibben, author * Falter *The beauty and power of this book is blinding. Heather McGhee is one of our society's brightest minds and The Sum of Us serves as a torch that we must follow to get us to a better place. The impact of racism is all encompassing, and this book doesn't just highlight that, it gives us a road map for the future. I am better because of this book. Our country will be better because of this book -- Wes Moore, bestselling author of Five Days and The Other Wes MooreA powerful, singular, and prescriptive blend of the macro and the intimate * O Magazine *Political commentator McGhee argues in her astute and persuasive debut that income inequality and the decline of the middle and working classes are a direct result of the country's long history of racial injustice ... This sharp, thorough, and engrossing report casts America's racial divide in a new light * Publishers Weekly, starred *An eye-opening, powerful argument for working ever harder for racial equity * Kirkus, starred *Heather McGhee does not shy away from telling hard truths. Racism sits at the heart of America, and McGhee shows its effects on the very people who cleave to it. The Sum of Us removes the cloak from this land of so-called innocents and brilliantly offers a path forward for the nation. This book is for all of us standing in the breach, working towards social change. With care and unflinching honesty, McGhee has written an extraordinary book for these difficult days -- Eddie S. Glaude Jr., author of Begin Again

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Book SynopsisTwo top experts on high-performing organizations show you how to reframe yourâand your employeesâârelationship with fear and anxiety to create a learning culture of engaged workers at the top of their game.Fear and uncertainty have been undermining performance and well-being in the workplace for as long as we have had workplaces. Hereâs a little-known fact of business: mismanaged fear is responsible for almost all of the dysfunction that most organizations experience. While fear can drive short-term results, it does so at the cost of high employee burnout and turnover. It also undermines long-term business performance. But we canât eradicate it entirely; it is inherent to the human condition. Winning organizations arenât fear-free; they know how to reframe fear into opportunities for learning and growth. They create resilient cultures of unfear.In this timely and essential guide, McKinsey alumni Gaurav Bhatnagar and Mark Minukas show leaders:

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Book SynopsisDrawing on a wide body of research, including extensive in-depth interviews, THE ONE THING YOU NEED TO KNOW reveals the central insights that lie at the core of: Great Managing, Great Leadership and Great Careers. Buckingham uses a wealth of relevant examples to reveal that at the heart of each insight lies a controlling insight. Lose sight of this ''one thing'' and all of your best efforts at managing, leading, or individual achievement will be diminished. For great managing, the controlling insight has less to do with fairness, or team building, or clear expectations (although all are important). Rather, the one thing great managers know is the need to discover and then capitalize on what is unique about each person. For leadership, the controlling insight is the opposite - discover and capitalize on what is universal to all your people, regardless of differences in personality, race, sex, or age. For sustained individual success, the controlling insight is the need to discover what

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Book SynopsisIn One Mission, former Navy SEAL Chris Fussell draws on his extensive experience of high-pressure team work to show how organizations can apply lessons from the field to successfully transform their way of doing business – becoming flatter, quicker, and much more collaborative across departments and divisions. 'Chris Fussell is one of the most dynamic thinkers of our day. His ideas and his perspectives have challenged many of my own assumptions and pushed me to think bigger. I’m smarter because of Chris Fussell. Read this book!'Simon Sinek, bestselling author of Start With WhyWhilst sharing his own military experience, Fussell explores examples of transition in companies ranging from industry titans like Intuit and Under Armour to small businesses, which have all adopted the ‘Team of Teams’ model in order to unite everyone around single compelling mission. The result is a ‘shared consciousness’ that drives consistently better results with less friction and inter-group rivalry.One Mission is a practical handbook for any leader looking to evolve their workforce into a highly mobile and effective unit and inspire their teams to look beyond their narrow field of vision to understand – and effectively contribute to – the organization’s one true mission.The steps of transition include:· Achieving strategic alignment: communicating organizational priorities down the chain of command.· Determining operating rhythm: organizing regular company catch up and feedback sessions.· Setting up communication and decision-making processes: developing a hybrid decision-making structure to empower and inspire every person on the team.· Shifting leadership behaviour: ensuring successful transition with radical humility by starting with the leader and continuing down the chain of command.Trade ReviewChris Fussell is one of the most dynamic thinkers of our day. His ideas and his perspectives have challenged many of my own assumptions and pushed me to think bigger. I’m smarter because of Chris Fussell. Read this book! -- Simon SinekTeam of Teams is erudite, elegant and insightful. An unexpected and surprising wealth of information and wonder, it provides a blueprint for how to cope with increasing complexity in the world. A must-read for anyone who cares about the future – and that means all of us -- Daniel LevitinThis is a bold argument that leaders can help teams become greater than the sum of their parts -- Charles Duhigg‘In addition to being a fascinating and colorful read, this book is an indispensable guide to organizational change’ -- Walter IsaacsonTable of ContentsSection - i: Foreward by General Stanley McChrystal Introduction - ii: Introduction Chapter - 1: One Mission Chapter - 2: The Hybrid Model Chapter - 3: An Aligning Narrative Section - iii: Case Study: Intuit Chapter - 4: Interconnection Section - iv: Case Study: Oklahoma Office of Management and Enterprise Services (OMES) Chapter - 5: Operation Rhythm Section - v: Case Study: Under Armour Chapter - 6: Decision Space Section - vi: Case Study: Medstar Chapter - 7: Liasions Section - vii: Case Study: Eastdil Secured Section - viii: Conclusion Section - ix: Appendix: Chief of Staff Acknowledgements - x: Acknowledgements Section - xi: Notes Index - xii: Index

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Book SynopsisChallenge your brain power with these fun crossword puzzles.100 puzzles from The Times adapting the cryptic puzzle for those with a hectic lifestyle and schedule.Ideal for those starting out with cryptic crosswords, and those who'd like to tackle the main puzzle but feel daunted, or who can perhaps only solve a handful of clues.Appearing Monday to Friday in the puzzle pages of Times2, this crossword has a reduced 13x13 grid size and reduced difficulty too, the intention being to encourage people to take their first steps in tackling cryptic crosswords. And also to cater for those of us who have limited time to devote to our favourite pastime and need a ready-made set of puzzles that is solvable in a short space of time.

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Book SynopsisA biography of one of the twentieth century's greatest fashion icons, reissued to coincide with the biopic Coco avant Chanel.Trade Review'Axel Madsen's book cuts through the falsehoods. Set against the realism of historical events, it skilfully analyses the creation of the Chanel phenomenon' Vogue 'The best yet book on the big C' Elle 'A great rags to riches story and the fascination of the gorgon does come through' Irish Independent 'A lively biography of the extraordinary fashion designer whose life was from start to finish an extravaganza' Financial Times

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Book SynopsisThe dangerous work of leading change--somebody has to do it. Will you put yourself on the line?To lead is to live dangerously. It's romantic and exciting to think of leadership as all inspiration, decisive action, and rich rewards, but leading requires taking risks that can jeopardize your career and your personal life. It requires putting yourself on the line, disrupting the status quo, and surfacing hidden conflict. And when people resist and push back, there's a strong temptation to play it safe. Those who choose to lead plunge in, take the risks, and sometimes get burned. But it doesn't have to be that way say renowned leadership experts Ronald Heifetz and Marty Linsky. In Leadership on the Line, they show how it's possible to make a difference without getting "taken out" or pushed aside. They present everyday tools that give equal weight to the dangerous work of leading change and the critical importance of personal survival. Through vivid stories from all walks of life, the authors present straightforward strategies for navigating the perilous straits of leadership. Whether you're a parent or a politician, a CEO or a community activist, this practical book shows how you can exercise leadership and survive and thrive to enjoy the fruits of your labor.

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Book SynopsisYou''ll get there faster if you just slow down Master Your Mind offers a bit of perspective and a lot of insight for anyone seeking long-term success. Success in business is spelled M-O-R-E: better results, faster growth, more revenue, greater efficiency. Do more. Make more. Achieve more. And do it now. Eventually, ambition turns to stress, then to frenzy, then to emptiness as once-ambitious workers endlessly trudge the hamster wheel chasing the next promotion. While top-level performance is the holy grail of business at all levels, there is another, much better way to achieve it: slow down. Yes, you read that rightS-L-O-W. This is your permission to jump off of the hamster wheel. Slowing down is not a luxury, it is a necessity. A frenetic brain simply doesn't perform at optimal levels. By maintaining a snail''s pace, you actually achieve better resultsat rocket speedbecause you''re firing on all cylinders. You''ll think of new things, approach old probleTable of ContentsIntroduction ix Part I Slow Down Your Brain: Let an Elephant Do Your Work for You 1 Chapter 1- Slowing Down, Speeding Up, and Your “Runaway Brain” What Are We Talking About? 5 Chapter 2- Understanding and Harnessing Your Subconscious Brain 15 Chapter 3- Understanding and Harnessing Your Brain Wave Patterns 39 Chapter 4- Your Brain’s Unhelpful Default Settings 51 Chapter 5- The 2-Millimeter Principle and the Recipe for a Breakthrough 59 Part II Slow Down the Game: Counterintuitive Strategies and Tactics That Really Work 73 Chapter 6- Master Your Mind by Mastering Your Input: Programming Your Mind for Automatic Results 77 Chapter 7- Master Your Mind by Mastering the Voices in Your Head 97 Chapter 8- Master Your Mind with the Ridiculous Power of Clarity 109 Chapter 9- Master Your Mind by Mastering Your Week: The Two-Hour Solution 119 Chapter 10- Master Your Mind by Mastering the Art of No 137 Chapter 11- Master Your Mind by Mastering Your Environment: Declutter 151 Chapter 12- Master Your Mind by Mastering Your Body: Take Care of Yourself 161 Chapter 13- Master Your Mind by Mastering Silence and Presence: Shut Up and Listen 169 Chapter 14- Master Your Mind by Getting Micro: Start Small and Improve Incrementally 177 Chapter 15- Mastering Passion and Excellence 189 Conclusion: Next Steps: Wrap-up, Review, and What to Do from Here 197 Resource Guide 205 About the Authors 209 Index 211

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Book SynopsisFor companies and individuals stuck in in the same place, unable to move forward, this book provides not only a clear roadmap from point A to point B but also a way to arrive faster than anticipated and with measurable results. B State is about the state of transformation that removes old mindsets, inefficient behaviors, and undesirable habits to bring about breakthrough culture and business change. It focuses on where someone is going, and it helps them get there fast. In B State, Mark Samuel offers accountability-based executive and management coaching to assist individual leaders in developing strategies to create the new behaviors and habits their organization needs in order to perform at higher levels. The principles and methods he presents focus on building high performance teamwork at all levels and creating results that are both unprecedented and sustainable. Written for business executives, managers, and supervisors, this is not just a book about how to do business but also a book about how to live life. Samuel empowers readers with a way to understand and adopt his system, offers tangible solutions, illustrates how these work through case studies, and shows readers how to bring about the dynamic forward launch they're looking for. This is a useful guide for anyone but can also be a powerful complement to training and consulting programs.

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Book SynopsisMerger Masters presents revealing profiles of monumentally successful merger investors based on exclusive interviews with some of the greatest minds to practice the art of arbitrage. Told in lively, accessible prose, it is an incomparable set of stories with plenty of unfiltered lessons from the best managers of our time.Trade ReviewThe authors bring together into one publication excellent insight from the masters in the art of merger arbitrage. A strategy designed to yield the practitioner excellent profits. A very worthwhile read. -- Leon G. Cooperman, founder, chairman, and CEO of Omega Advisors, Inc.Merger Masters is a rare combination of fascinating stories about legendary deal makers and battle-seasoned techniques for deal making. Reading the interviews will provide important lessons and invaluable, time-tested investment insights. There is no one better to draw out the lessons than Kate Welling and Mario Gabelli. -- Paul Johnson, adjunct professor of finance, Gabelli School of Business, Fordham University, and coauthor of Pitch the Perfect Investment: The Essential Guide to Winning on Wall StreetKate Welling, in her inimitable manner, has captured the individuals, articulated their talents and accomplishments, bringing her lifetime skills as a superb financial journalist to the task. -- Louise Yamada, founder of Louise Yamada Technical Research Advisors, LLCI highly recommend this fascinating look into the world of risk arbitrageurs. Wall Street veterans Kate Welling and Mario Gabelli provide keen insights into a part of the investment business that has long been seen as mysterious. They skillfully pull back the curtain on the industry by talking to players on both sides—the “arbs” and the corporate managers, all of whom have interesting and valuable stories to tell. For anyone interested in learning about merger arbitrage from the key players, this is the book to read! -- A. Gary Shilling, president of A. Gary Shilling & Co.In this engrossing book, Welling and Gabelli explore the thinking of the mavens who arbitrage the big deals on Wall Street. Risk arb turns out to be an extreme form of value investing, with more precise valuation and risk selection, overlaid with game theory. A must-read for professionals. -- Joel Tillinghast, author of Big Money Thinks Small: Biases, Blind Spots, and Smarter InvestingNot the typical account of specific corporate combinations found in most books on merger. [The authors] look at corporate deals and risk arbitrage through the eyes of some of the most accomplished individual participants in this field. -- F. A. Marino, Assumption College * Choice *Raises the curtain on arbitrage strategy by profiling leading practitioners. * Regulation *Table of ContentsAcknowledgmentsAbbreviations and Wall Street TermsIntroduction—Why This Book? by Mario J. GabelliPart I. The Arbs’ Perspectives1. Guy Wyser-Pratte2. Jeffrey Tarr3. Martin Gruss4. Paul Singer5. Michael Price6. Peter Schoenfeld7. John Paulson8. Paul Gould9. George Kellner10. Roy Behren and Michael Shannon11. Karen Finerman12. John Bader13. Clint Carlson14. James Dinan15. Drew Figdor16. Jamie Zimmerman17. Keith MoorePart II. The View from the Other Side—The CEOs18. William Stiritz19. Paul Montrone20. Peter McCauslandAppendix I: Risk Arbitrage Decision TreeAppendix II: DealsAppendix III: A Note on MethodsIndex

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Book SynopsisIn this compelling, accessible and purpose-filled book bestselling business author Seth Godin shows how you have the potential to make a big difference-and make yourself indispensable in the process-wherever you are.Why are some people easily outsourced, downsized, or freelanced into obscurity, while others have their pick of opportunities? In his most powerful book yet, Seth Godin argues that it''s more essential than ever to become indispensable - to become a linchpin. Linchpins are the essential building blocks of great organizations: they invent, lead (regardless of title), connect others, make things happen, and create order out of chaos. They love their work and pour their best selves into it and turn each day into a kind of art - and, in today''s world, they get the best jobs and the most freedom.Godin shows that the key to being indispensable is overcoming the fears that hold most of us back. If you have you ever found a shortcut that others missed, seen a new way to resolve a conflict, or made a connection with someone others couldn''t reach, then you have what it takes to become indispensable. It''s time to stop complying with the system and draw your own map.Trade ReviewThousands of authors write business books every year, but only a handful reach star status and the A-list lecture circuit. Fewer still - one, to be exact - can boast his own action figure . . . Godin delivers his combination of counterintuitive thinking and a great sense of fun * BusinessWeek *It's easy to see why people pay to hear what he has to say * Time *This book is a gift -- Jacqueline Novogratz, founder, The Acumen FundIf Seth Godin didn't exist we'd need to invent him-that's how indispensable he is! You hold in your hands a compelling, accessible, and purpose-filled book. Read it, and do yourself a big favour. Your future will thank you! -- Alan Webber, founder, Fast CompanyThis is what the future of work (and the world) looks like. Actually, it's already happening around you -- Tony Hsieh, CEO, Zappos.comFor anyone who feels trapped in a labyrinth of tradition, this book is compass, map and sledgehammer * Business Destinations *For anyone who feels trapped in a labyrinth of tradition, this book is compass, map and sledgehammer * BUSINESS DESTINATIONS, February 10 *This is what the future of work (and the world) looks like. Actually, it's already happening around you * Tony Hsieh, CEO Zappos.com *This book is a gift * Jacqueline Novogratz, Founder, The Acumen Fund *If Seth Godin didn't exist we'd need to invent him - that's how indispensable he is! You hold in your hands a compeeling, accessible and purpose-filled book. Read it, and do yourself a big favour. Your future will thank you! * Alan Webber, Founder, FAST COMPANY *

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Book SynopsisTable of Contents Review of Algebra Applications and More Algebra Functions and Graphs Lines, Parabolas, and Systems Exponential and Logarithmic Functions Mathematics of Finance Matrix Algebra Linear Programming Introduction to Probability and Statistics Additional Topics in Probability Limits and Continuity Differentiation Additional Differentiation Topics Curve Sketching Integration Applications of Integration Continuous Random Variables Multivariable Calculus

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Book SynopsisRichard Denny is one of the foremost authorities on sales, management training and personal development. A highly sought-after inspirational speaker, he has been sharing his ideas on success and achievement around the world for over 20 years. He is also the author of Winning New Business, Motivate to Win, Communicate to Win and Succeed for Yourself (all published by Kogan Page). His books have sold over a quarter of a million copies worldwide.Trade Review"The master of professional salesmanship" * The Times *Table of Contents Chapter - 00: Introduction; Chapter - 01: Selling in perspective; Chapter - 02: Planning to win; Chapter - 03: The vital ingredient; Chapter - 04: Finding the time; Chapter - 05: Finding the business; Chapter - 06: Getting the appointment; Chapter - 07: The rules of professional selling; Chapter - 08: The sales presentation; Chapter - 09: Closing the sale; Chapter - 10: The principles of professionalism; Chapter - 11: Giving real service; Chapter - 12: Handling objections; Chapter - 13: Negotiation; Chapter - 14: Letter writing; Chapter - 15: Body language; Chapter - 16: Avoiding the negative; Chapter - 17: Don’t quit

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Book SynopsisSarah Cook is the managing director of Stairway Consultancy, customer service specialists. She is the author of Change Management Excellence and Customer Care Excellence, both published by Kogan Page.Table of Contents Chapter - 01: Complaints as opportunities; Chapter - 02: Encouraging dissatisfied customers to voice their complaints; Chapter - 03: What people look for when they complain; Chapter - 04: Customer-management strategy and its implementation; Chapter - 05: Communication styles and emotional intelligence; Chapter - 06: The skills and behaviours needed for dealing effectively with complaints; Chapter - 07: Recording and thoroughly investigating complaints; Chapter - 08: Conciliation, mediation and arbitration; Chapter - 09: Making improvements as a result of complaints; Chapter - 10: Creating an environment that promotes high performance; Chapter - 11: Complaint handling and culture change

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Book SynopsisIf you are one of the millions of airline passengers who take to the air daily and have no idea how an aeroplane flies or how it is flown - but would like to find out - then this is the book for you. It is written by an airline pilot who knows from first-hand experience those questions that are asked most frequently. He knows that for many it is an interest born of curiosity, and in some cases, caused by fear. In this revised third edition Julien Evans explains, in straightforward everyday language, about the airframe and the engines, the flight deck and the controls, how the aeroplane is flown and the routines followed. In fact it explains everything the average passenger may wish to know. An informative guide to understanding how an aeroplane flies and how it is flown. Will be of great interest to aviation enthusiasts, frequent flyers and anyone interested in airliner operations. In straightforward language it covers the airframe, the engines, the flight deck, the controls and much, much more. Fully illustrated with colour photographs and diagrams throughout. Julien Evans, now retired, had a 36-year career of airline flying as well as an instructor and examiner.Trade Review'balanced, informative, comprehensive, totally accurate and , most importantly, interesting'. Pilot Magazine.balanced, informative, comprehensive, totally accurate and , most importantly, interesting. * Pilot Magazine *

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Book SynopsisMick Middles is the author of nineteen books, most of which have concentrated on Manchester's music artists from punk to the present. He was the Manchester correspondent for Sounds magazine and his work has appeared in publications as diverse as the Guardian, Daily Telegraph, the Express, Manchester Evening News, the Face, Kerraang, Classic Rock, Record Collector and Rock'n'Reel. He lives in Warrington.Trade ReviewInformed and informative ... a smart, well-researched view of the Manchester music scene * Maxim *A fascinating account ... richly detailed * Q *

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Book SynopsisThis is the worldwide bestselling autobiography of iconic entrepreneur Sir Richard Branson,...Trade ReviewBranson has a list of achievements unmatched by any other UK businessman. For anyone burning with entrepreneurial zeal, his reminiscences are akin to a sacred text * Mail on Sunday *Grabs you on page one and never lets go ... a rollercoaster ride ... read what makes this brilliant and hardworking man tick * Spectator *Candid and humorous * Times *An incredible man, and this is an incredible autobiography... a great read - sex, balloons, intrigue and money * Sunday Business *A remarkable story of business success against the financial odds – having created one of the world’s most admired brand names, Bransonis entitled to tell it all. * Evening Standard *

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Book SynopsisNow in this bestselling book, he shares the most intriguing - and bizarre - questions and the economic principles that answer them to reveal why many of the most puzzling parts of everyday life actually make perfect (economic) sense.Trade ReviewFascinating ... provides the answers to some of life's quirkiest conundrums * Daily Mail *Explains how cold, hard cash really does make our world go round * Independent *Can be returned to again and again like one of those all-you-can-eat buffets * New York Times *Don't miss this addictive book. As Robert Frank and his students figured out dozens of everyday puzzles together, they produced ideas that are charming, curious, educational and lots of fun. Wonderful stuff. * Tim Harford, author of 'The Undercover Economist' and 'The Logic of Life' *Fascinating, mind-expanding, and lots of fun * Steven Pinker, author of The Blank Slate *

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Book SynopsisIn 1945 Britain was the world''s leading designer and builder of aircraft - a world-class achievement that was not mere rhetoric. And what aircraft they were. The sleek Comet, the first jet airliner. The awesome delta-winged Vulcan, an intercontinental bomber that could be thrown about the sky like a fighter. The Hawker Hunter, the most beautiful fighter-jet ever built and the Lightning, which could zoom ten miles above the clouds in a couple of minutes and whose pilots rated flying it as better than sex.How did Britain so lose the plot that today there is not a single aircraft manufacturer of any significance in the country? What became of the great industry of de Havilland or Handley Page? And what was it like to be alive in that marvellous post-war moment when innovative new British aircraft made their debut, and pilots were the rock stars of the age?

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Book SynopsisAttention merchant: an industrial-scale harvester of human attention. A firm whose business model is the mass capture of attention for resale to advertisers.In nearly every moment of our waking lives, we face a barrage of advertising enticements, branding efforts, sponsored social media, commercials and other efforts to harvest our attention. Over the last century, few times or spaces have remained uncultivated by the 'attention merchants', contributing to the distracted, unfocused tenor of our times. Tim Wu argues that this is not simply the byproduct of recent inventions but the end result of more than a century's growth and expansion in the industries that feed on human attention. From the pre-Madison Avenue birth of advertising to TV's golden age to our present age of radically individualized choices, the business model of 'attention merchants' has always been the same. He describes the revolts that have risen against these relentless attempts to influence our consumption, from the remote control to FDA regulations to Apple's ad-blocking OS. But he makes clear that attention merchants grow ever-new heads, and their means of harvesting our attention have given rise to the defining industries of our time, changing our nature - cognitive, social, and otherwise - in ways unimaginable even a generation ago.Trade Review[Tim Wu] writes books that make a big impact... The Attention Merchants is a sobering and significant book. * John Naughton, The Guardian *'Wu writes about the uglier consequences of our great migration to the web with the bruised zeal of an ex-millenarian.' * The Times *'Wu is much better than most, partly because he is a sceptic, but mainly because he has narrative flair and an eye for the most telling examples.' * The Sunday Times *In this revelatory book, Tim Wu tells the story of how advertisers and programmers came to seize control of our eyes and minds. The Attention Merchants deserves everyone's attention. * Nicholas Carr, author of THE SHALLOWS *[Wu] could hardly have chosen a better time to publish a history of attention-grabbing... He traces a sustained march of marketers further into our lives. * Financial Times *'Wu's book ... record[s] the extraordinarily successful attempts by advertisers to occupy more and more of our attention over the past 100 years.' * Ben Tarnoff, The Guardian *I couldn't put this fascinating book down. Gripping from page one with its insight, vivid writing, and panoramic sweep, [it] is also a book of urgent importance, revealing how our preeminent industries work to fleece our consciousness rather than help us cultivate it. * Amy Chua, Yale Law Professor and author of BATTLE HYMN OF THE TIGER MOTHER *A profoundly important book... Attention itself has become the currency of the information age, and, as Wu meticulously and eloquently demonstrates, we allow it to be bought and sold at our peril. * James Gleick, author of TIME TRAVEL: A HISTORY *The question of how to get people to care about something important to you is central to religion, government, commerce, and the arts. For more than a century, America has experimented with buying and selling this attention, and Wu's history of that experiment is nothing less than a history of the human condition and its discontents. -- Cory Doctorow * BOING BOING *Forget subliminal seduction: every day, we are openly bought and sold, as this provocative book shows. * Kirkus *[A] startling and sweeping examination of the increasingly ubiquitous commercial effort to capture and commodify our attention * New Republic *Illuminating * New York Review of Books *[An] energetic and original new book * London Review of Books *

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Book SynopsisTable of ContentsIntroduction: Welcome to the Strategy Room 1 You are not alone 2 The villain is the social side of strategy 4 Where is the outside view? 6 Making big moves happen 8 The journey ahead of us 9 1. Games in the Strategy Room—and Why People Play Them 13 The social side of strategy, in action 15 The dreaded hockey stick 17 Can we handle the truth? 20 Playing the inside game 21 Send in the guru 22 The wrong problem for human brains 23 The biased mind 25 Now add social dynamics to the mix 27 When the inside view remains unchecked 31 2. Opening the Windows of Your Strategy Room 37 The right yardstick 40 Your business lives on a Power Curve 42 What we see on the map 44 Why you are where you are 49 A fresh perspective with the outside view 53 3. Hockey Stick Dreams, Hairy Back Realities 57 The rise of the hairy back 58 Getting to yes 60 A haircut from finance 60 Bold forecasts 62 Timid plans 68 Corporate peanut butter 70 Shooting for the known 70 Real hockey sticks 72 4. What are the Odds? 75 The knowable probability of success 77 Flight paths of the upwardly mobile 80 A tale of three companies 83 Where are the odds in the strategy room? 85 The push for certainty 87 You are your numbers 89 5. How to Find the Real Hockey Stick 93 What’s different this time? 94 Check the facts 95 The odds that matter: Yours 96 The 10 variables that make the difference 99 Endowment 100 Trends 101 Moves 102 It all matters 103 The mobility dashboard 105 Know the odds 109 Is that all? 110 6. The Writing is on the Wall 115 A very different conversation about strategy 118 Tennis or badminton? 119 Industries are escalators 120 Change your industry or change industries 123 Consider changing locations, too 124 Go micro 125 The need for privileged insights 127 Acting on the writing on the wall 128 The four stages of a disruptive trend 130 Stage one: Signals amid the noise 132 Stage two: Change takes hold 134 Stage three: The inevitable transformation 136 The hardest stage 136 Stage four: Adapting to the new normal 139 7. Making the Right (big) Moves 143 Big moves are essential 146 Corning’s story 150 Programmatic M&A and divestitures 150 Active resource re-allocation 152 To re-allocate, you have to de-allocate 156 Strong capital programs 156 Caution on capex 158 Distinctive productivity improvement 158 Running fast and getting nowhere 159 Differentiation improvement 162 Are you playing to your advantage? 165 Big moves make for good strategy 166 8. Eight Shifts to Unlock Strategy 173 From annual planning ... to strategy as a journey 175 From getting to “yes” ... to debating real alternatives 177 From peanut butter ... to picking your 1-in-10s 181 From approving budgets ... to making big moves 184 From budget inertia ... to liquid resources 188 From sandbagging ... to open risk portfolios 190 From “you are your numbers” ... to a holistic performance view 193 From long-range planning ... to forcing the first step 196 The package deal 198 Epilogue: New Life in the Strategy Room 201 Acknowledgments 205 Appendix 207 About our sample and method 207 A note on economic profi t and total returns to shareholders 209 How the odds look different from the top or bottom 209 Life at the top 211 Life at the bottom 211 Notes 215 Index 227

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Book SynopsisOne of the greatest entrepreneurial success stories of the past twenty yearsWhen a friend told Bernie Marcus and Arthur Blank that you've just been hit in the ass by a golden horseshoe, they thought he was crazy. After all, both had just been fired. What the friend, Ken Langone, meant was that they now had the opportunity to create the kind of wide-open warehouse store that would help spark a consumer revolution through low prices, excellent customer service, and wide availability of products.Built from Scratch is the story of how two incredibly determined and creative people--and their associates--built a business from nothing to 761 stores and $30 billion in sales in a mere twenty years. Built from Scratch tells many colorful stories associated with The Home Depot's founding and meteoric rise; shows that a company can be a tough, growth-oriented competitor and still maintain a high sense of responsibility to the community; and provides great lessons useful to

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Book SynopsisOur cities are changing. Global real estate is now a $217 trillion dollar industry, 36 times the value of all the gold ever mined. It makes up 60 percent of the world's assets, and the most powerful person in the world - the president of the United States - made his name as a landlord and real estate developer. As Samuel Stein makes clear in this tightly argued book, its through seemingly innocuous profession of city planners that we can best understand the transformations underway. Planners provide a window into the practical dynamics of urban change: the way the state uses and is used by organized capital, and the power of landlords and developers at every level of government. But crucially, planners also possess some of the powers we must leverage if we ever wish to reclaim our cities from real estate capital.Trade ReviewStein's lucid explanation for how we got to where we're at shines urgent light on the origins and development of what he incisively calls "the Real Estate State." Capital City places gentrification in a structurally extensive and intensive urban geography of dispossession. All who struggle for the right to the city should read this book, and realize afresh how capitalism saving capitalism from capitalism must provoke our political imagination. -- Ruth Wilson Gilmore, author of Golden GulagCapital City casts a cold and brilliant light on the underlying political dynamics of global cities and rightly concludes that real estate and finance are in charge. This sobering book has to be part of our toolkit as we try to find the moorings for a powerful democratic pushback in local political struggles. -- Frances Fox Piven, co-author of Poor People’s MovementsWant to know why the rent's so high? Samuel Stein meticulously documents and analyzes the rise of the rip-off "real estate state," the instruments of its power, the invidious "plansplaining" arguments of its defenders, and, above all, its accelerating ethnic and class cleansing of American cities, gentrification-frenzied New York in the van. With the sleaziest of real estate developers now the rent-subsidized tenant of the White House bent on engorging his crony kin and kith by doubling down on the corrupt system of "geobribe" giveaways, backroom deals, and public theft that underwrites their ravages, this superbly succinct and incisive book couldn't be more timely or urgent. -- Michael Sorkin, author of All Over the MapSamuel Stein has written a book for those tired of merely describing gentrification and displacement, who are looking for explanations as well as new programs for action to do more. Capital City is a place that puts it all together, the theory and the practices of urban transformation, with a timely and urgent appeal. This is a lively user's guide to thechanging landscape of the American city. -- Peter Marcuse, co-author of In Defense of Housing[Capital City] alternates a panoptic view with one that looks more closely, from the ground up, at what reckless development does to lives and livelihoods...Explicit in Stein's narrative is the idea that a different, more democratic kind of planning might lead us to more democratic kinds of cities. -- Nikil Saval * The New Yorker *Samuel Stein's Capital City: Gentrification and the Real Estate State is a radical view into the heart of the processes [urban planners] oversee -- Andrea Gibbons * New Labor Forum *Capital City deserves attention from urban historians for its nuanced analysis of neoliberal urban policy and specific measures that generate inequality and may be also used in service of justice. This book will be a useful tool for a broad swath of people seeking a greater understanding of the urgency of this political moment which grows with every demolition. -- Amanda Boston * The Metropole *Vital and devastating ... [Capital City is] unabashed in its advocacy of a more equitable distribution of land and housing. ... A powerful companion to studies of the global rise of informal cities such as Mike Davis' Planet of Slums, the racist history of housing in Richard Rothstein's The Color of Law, [and] the horrid effects of losing one's home in Matthew Desmond's Evicted. -- Joshua Barnett * New York Labor History Association *

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Book SynopsisRoger Fisher is the Samuel Williston Professor Emeritus of Law, director of the Harvard Negotiation Project, and the founder of two consulting organisations devoted to strategic advice and negotiation training.William Ury is Associate Director of the Programme on Negotiation at Harvard Law School and is an internationally known specialist in negotiation.

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Book SynopsisExplains how the poor find solutions to their everyday financial problems by conducting year-long interviews with impoverished villagers and slum dwellers in Bangladesh, India, and South Africa - records that track penny by penny how specific households manage their money.Trade Review"A fascinating discussion of the finances of the world's poor."--Nicholas Kristof, NYTimes.com "Ten years ago, the authors of this unusual study began collecting detailed yearlong 'financial diaries' from households in Bangladesh, India, and South Africa... The diarists did things that might seem irrational--borrowing in order to save; paying interest on savings--but that made sense given their unpredictable incomes and limited options. While the authors do offer prescriptions for how to expand those options, it's their scrupulous attention to actual behavior that makes this book invaluable."--New Yorker "The book's methodology and conclusions are fascinating."--Publishers Weekly "The authors of Portfolios of the Poor found that a 'triple whammy' characterizes the financial lives of the poor. Incomes are not only low; they are also irregular and unpredictable... The authors' account suggests much that can be done to ease the financial conditions of poor people."--Anirudh Krishna, Science "A refreshingly distinct path. Portfolios of the Poor ... avoid[s] the big picture and zoom[s] in on the basics of daily poverty, exploring how poor families manage their money... The diaries reveal a 'real, ongoing, and substantial demand' for better financial services, which poor families need to provide better health care and schooling for their children... Rather than waiting for the world to debate and accept their ideas, these authors have taken them up on their own. In the war against global poverty, that feels like one small battle won."--Carlos Lozada, Washington Post "The research provides evidence of the sophistication with which poor people think about their finances."--The Economist "I recommend this book to anyone who has interest in improving the lives of the poor."--Melinda Gates, Co-chair, the Bill and Melinda Gates Foundation, The Huffington Post "This is a very interesting book, which examines the quite sophisticated financial system developed by poor households to adjust their spending relative to their income."--Choice "A masterly assessment of the financial needs of people on very low incomes ... stuffed full of interesting and surprising insights, and should be read by anyone concerned with economic development and poverty reduction. I can't praise it highly enough. This is a model of the careful collection of evidence with important practical consequences."--Diane Coyle, The Enlightened Economist "A good overview of how the world's poor intersect with financial institutions at the micro level."--Tyler Cowen, Marginal Revolution "This book is a major contribution to the understanding of the situation of the poor in developing countries and should be a 'must reading' for both academics and policymakers concerned with ways of improving developmental policies."--Werner Baer, Enterprise and Society "[A] fascinating and humanizing insight into the economic lives of the global poor, and a valuable resource for attempting to improve those lives."--Ethics & International Affairs "The book is written in a non-technical style accessible to the lay reader... [I]t makes a compelling case about the desperation of poverty, as well as the ingenuity of the people who live under conditions of poverty."--Sajeda Amin, Population and Development Review "Portfolios of the Poor should be read by anyone interested in microfinance, but also who interested in poverty more generally and in how the poor manage their day-to-day lives."--Isabelle Guerin, Enterprise, Development and Microfinance "[T]his is a great book. It remains an excellent survey of the poors' realities, certainly a 'must-have' for all researchers interested in the financial practices of the poor and microfinance."--Marek Hudon, Development and Change "[T]he book is enlightening, methodologically credible and accessible; it is recommended."--Roger MacGinty, Round Table "[W]e learn much about how the poor manage whatever little money they have. On that ground alone I highly recommend the book."--Rolf A.E. Muller, Quarterly Journal of International Agriculture "As Collins, Morduch, Rutherford, and Ruthven summarize their argument, 'Not having enough money is bad enough. Not being able to manage whatever money you have is worse.' Their book is a detailed effort to understand how poor people manage--and, frequently, mismanage--the meager resources at their disposal. They draw on more than 250 financial diaries collected in Bangladesh, India, and South Africa that tracked how money was earned and spent, along with interviews with the diarists. The result is a unique window onto what poverty means for these households."--Timothy Besley, Foreign Affairs "The authors of Portfolios of the Poor ... make a convincing case both for the importance of finance in the lives of the extremely poor and for there being room to improve the provision of financial services to them."--Danny Reviews "One of my favourite books. It gathers new evidence about the financial services people on very low incomes need--and the answers are sometimes surprising. Should be read by anyone with views on microcredit and/or payday loans."--Enlightened Economist "A terrific book."--Diane Coyle, Enlightened EconomistTable of ContentsList of Tables vii List of Figures ix Chapter One: The Portfolios of the Poor 1 Chapter Two: The Daily Grind 28 Chapter Three: Dealing with Risk 65 Chapter Four: Building Blocks: Creating Usefully Large Sums 95 Chapter Five: The Price of Money 132 Chapter Six: Rethinking Microfinance: The Grameen II Diaries 154 Chapter Seven: Better Portfolios 174 Appendix 1: The Story behind the Portfolios 185 Appendix 2: A Selection of Portfolios 211 Acknowledgments 243 Notes 247 Bibliography 265 Index 273

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