The Manager and the Monk. A Discourse on Prayer, Profit, and Principles

Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­– the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

The Internet is not just for the youthful-it's for everyone! With plenty of leisure time and disposable income, the over 50s are the fastest growing segment of Internet users. From booking holidays to shopping, joining clubs and researching family history, the Internet is where the people over 50 can indulge in their favorite pastimes and stay in touch with friends and family. The Internet for the Older and Wiser is the ideal solution to get you up and running safely on the World Wide Web. This full-colour guide walks you step by step through the basics, while giving you the best advice on how to make the most of what the Internet has to offer. Shows you how to safely search and shop online; research your family tree; stay in touch with family; join social networks; and manage your finances Written in full colour with explanatory screenshots and an easy-to-read font Includes brain-teaser sections, a glossary for easy reference, and a useful website directory. Uses the latest release of Windows Vista Home Premium, Windows XP, and Internet Explorer 8-updates, including Windows 7, and training tutorials can be found online at pcwisdom.co.uk If you want to get started online but don't know how, you won't find a better guide than The Internet for the Older and Wiser.

Keynes and the Market is an entertaining guide to John Maynard Keynes– amazing stock market success. It weaves the economist's value investing tenets around key events in his richly lived life. This timely book identifies what modern masters of the market have taken from Keynes and used in their own investing styles–and what you too can learn from one of the greatest economic thinkers of the twentieth century. If you want to profit in today's turbulent stock market the techniques outlined here will put you in a better position to succeed.

This textbook introduces the physical concepts required for a comprehensive understanding of p-n junction devices, light emitting diodes and solar cells. Semiconductor devices have made a major impact on the way we work and live. Today semiconductor p-n junction diode devices are experiencing substantial growth: solar cells are used on an unprecedented scale in the renewable energy industry; and light emitting diodes (LEDs) are revolutionizing energy efficient lighting. These two emerging industries based on p-n junctions make a significant contribution to the reduction in fossil fuel consumption. This book covers the two most important applications of semiconductor diodes – solar cells and LEDs – together with quantitative coverage of the physics of the p-n junction. The reader will gain a thorough understanding of p-n junctions as the text begins with semiconductor and junction device fundamentals and extends to the practical implementation of semiconductors in both photovoltaic and LED devices. Treatment of a range of important semiconductor materials and device structures is also presented in a readable manner. Topics are divided into the following six chapters: • Semiconductor Physics • The PN Junction Diode • Photon Emission and Absorption • The Solar Cell • Light Emitting Diodes • Organic Semiconductors, OLEDs and Solar Cells Containing student problems at the end of each chapter and worked example problems throughout, this textbook is intended for senior level undergraduate students doing courses in electrical engineering, physics and materials science. Researchers working on solar cells and LED devices, and those in the electronics industry would also benefit from the background information the book provides.

Profit from the Peak contains the information you need to successfully navigate the end of our oil-based economy. It takes a hard look at the future of oil and gas, examines how you can effectively invest in these resources, and profit from energy alternatives that are poised to power the years ahead. Along the way, this book also explores the potential, and possible limitations, of each major energy source, while carefully cover the investing angles of each one.

A guide to thinking outside the Wall Street box Part memoir, part investment strategy guide, Out of the Box and onto Wall Street presents a revolutionary, alternative look at the world of finance. Revealing the essential rules for preserving capital and making long-term profits, the book provides timely observations on the current and future state of the world economy and investment markets, which are sure to be of interest to anyone considering alternative and time proven ways of making money. Written by Mark J. Grant, Managing Director of Corporate Syndicate and Structured Products for Southwest Securities, Inc Provides observations on the current and future state of the world economy and investment markets Offers detailed analysis of investment trends, common investor mistakes, and the simple investment strategies that most people are unaware of Designed for professional managers but also applicable for use by individual investors wanting a better understanding of the economy and how to pick smart investments for their own portfolio This is a must-read for anyone who wants to think about investing outside the Wall Street box.

Explore diversity, equity, and inclusion that goes beyond unconscious bias and explores the ideas and tools needed to achieve these goals In The Elephant and the Mouse, award-winning speaker and diversity and inclusion expert Laura Liswood delivers a thought-provoking and insightful new business guide that explores workplace diversity and offers new ideas for gaining the real benefits from your diversity, equity, and inclusion initiatives. The Elephant and the Mouse refers to the dynamic in organizations that are roadblocks to consciously inclusive success. The Elephant, often dominant group leadership, knows little about the experiences of the Mouse, the non-dominant groups, while the Mouse knows so much more about the Elephant. In diverse workplaces, these two groups live in different worlds. Success will come only if everyone works in a true meritocracy. You learn what may be easy for some to do in their career is much harder for others to do. In this book, which builds upon Liswood's groundbreaking book, The Loudest Duck, you'll explore the powerful case for diversity, equity, and inclusion and the often-overlooked risks posed by a homogeneous workforce. You will learn the hard truths about why many DE&I efforts fail, millions of dollars are wasted, and why organizations confuse efforts with outcomes. You'll consider new ways of leading others, with a strong emphasis on tactics and strategies employed by successful Elephant and Mouse leaders, including women leaders. The book also includes: Realistic explanations for the slow progress in diversity, equity, inclusion and social justice in society and organizations Examinations of the concept and myths of meritocracy and how to conduct a Meritocracy Stress Test on your firm How organizations often have an illusion of inclusion but find their efforts not creating the inclusive, equitable teams they say they want How safety efforts can provide a roadmap for diversity missions An exploration of both the human interventions and non-human roles of technology in DE&I initiatives, including the use of people analytics to de-bias organizations What tools are needed to go beyond awareness of unconscious bias to de-bias processes and what traits the new Elephant and Mouse leader has An indispensable resource for managers, executives, and other business leaders who seek to recreate truly diverse, inclusive, and equitable organizations, The Elephant and the Mouse is also a must-read for human resources professionals, individuals who want successful careers in diverse teams, and anyone involved in the hiring, retaining, and promoting processes. This book offers a way to move beyond traditional diversity efforts towards more modern practices that embrace—and profit from—the differences between people.

The complete collection of Tolkien’s essays, including two on Beowulf, which span three decades beginning six years before The Hobbit to five years after The Lord of the Rings.The seven essays by J.R.R. Tolkien assembled in this edition were with one exception delivered as general lectures on particular occasions; and while they mostly arose out of Tolkien’s work in medieval literature, they are accessible to all. Two of them are concerned with Beowulf, including the well-known lecture whose title is taken for this book, and one with Sir Gawain and the Green Knight, given in the University of Glasgow in 1953.Also included in this volume is the lecture ‘English and Welsh’; the Valedictory Address to the University of Oxford in 1959; and a paper on Invented Languages delivered in 1931, with exemplification from poems in the Elvish tongues. Most famous of all is ‘On Fairy-Stories’, a discussion of the nature of fairy-tales and fantasy, which gives insight into Tolkien’s approach to the whole genre.The pieces in this collection cover a period of nearly thirty years, beginning six years before the publication of The Hobbit, with a unique ‘academic’ lecture on his invention (calling it ‘A Secret Vice’) and concluding with his farewell to professorship, five years after the publication of The Lord of the Rings.

The long-awaited sequel to Wolf Hall and Bring Up the Bodies, the stunning conclusion to Hilary Mantel’s Man Booker Prize-winning Wolf Hall trilogy.A Guardian Book of the Year • A Times Book of the Year • A Daily Telegraph Book of the Year • A Sunday Times Book of the Year • A New Statesman Book of the Year • A Spectator Book of the Year Shortlisted for the Women’s Prize for Fiction 2020 Longlisted for the Booker Prize 2020‘Mantel has taken us to the dark heart of history…and what a show’ The Times‘If you cannot speak truth at a beheading, when can you speak it?’England, May 1536. Anne Boleyn is dead, decapitated in the space of a heartbeat by a hired French executioner. As her remains are bundled into oblivion, Thomas Cromwell breakfasts with the victors. The blacksmith’s son from Putney emerges from the spring’s bloodbath to continue his climb to power and wealth, while his formidable master, Henry VIII, settles to short-lived happiness with his third queen, Jane Seymour.Cromwell is a man with only his wits to rely on; he has no great family to back him, no private army. Despite rebellion at home, traitors plotting abroad and the threat of invasion testing Henry’s regime to breaking point, Cromwell’s robust imagination sees a new country in the mirror of the future. But can a nation, or a person, shed the past like a skin? Do the dead continually unbury themselves? What will you do, the Spanish ambassador asks Cromwell, when the king turns on you, as sooner or later he turns on everyone close to him?With The Mirror and the Light, Hilary Mantel brings to a triumphant close the trilogy she began with Wolf Hall and Bring Up the Bodies. She traces the final years of Thomas Cromwell, the boy from nowhere who climbs to the heights of power, offering a defining portrait of predator and prey, of a ferocious contest between present and past, between royal will and a common man’s vision: of a modern nation making itself through conflict, passion and courage.Sunday Times Bestseller (08/03/2020)

Lessons for leaders on resolving the ongoing struggle between instinct and the creative mind Kings, heads of government, and corporate executives lead thousands of people and manage endless resources, but may not have mastery over themselves. Often leaders know that right action is important, but have little (if any) understanding of what prevents them from acting in accordance with their intentions. In this important book, leadership expert Richard Daft portrays this dilemma as a struggle between instinct (elephant) and intention (the executive) using the most current research on the intentional vs. the habitual mind to explain how this phenomenon occurs. Based on current research and real-life examples Offers leaders a method for directing themselves more productively Written by an expert in leadership, organizational performance, and change management Through real-life examples and recent studies in psychology, management and Eastern spirituality Daft provides guidance to all of us who struggle finding our own balance and cultivating the behavior of others.