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New Book added

What Leaders Really Do
Author: John P. Kotter
Most of this book is a primer on the thinking of possibly the world’s greatest leadership guru, in the form of past papers published in the Harvard Business Review. The new material comes in chapter 1 where Kotter gives 10 key observations on leadership at the turn of the century. Amazon reviewer: “His observations are accurate, insightful and absolutely key for leadership as it emerges into the 21st century from the traditional approach now rendered defunct by re-engineering; downsizing, and delayering; to the emergence of a new leadership 'substance' which does not depend upon power but upon networking and influence.”
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Great discounts on over 570 leading
customer service and call centre books.

Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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View our Top 10 books

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Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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