Richard Gallagher – författare

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisis • How to use the divide-and-conquer approach to safely deliver bad news • Indispensable problem-solving tools • How to become immune to intimidation • How to wrap up transactions so that customers are happy • And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer—the key to radical improvements in every organization.

No one likes to be criticized, but this book teaches the communication skills needed to successfully get the message across while keeping feelings and relationships intact.Drawing from the latest in psychology on how best to connect with others, How to Tell Anyone Anything steers you away from the common mistake of providing feedback by focusing on what’s wrong and shows you instead how to provide clear, constructive positive messages that create real behavior and performance change.You’ll learn how to:be more candid,prioritize relationships,ask important questions,reframe difficult messages,control your emotions,and be graceful when you’re on the receiving end of difficult feedback.Complete with illuminating examples and a unique step-by-step process, How to Tell Anyone Anything gives you powerful insight into how we all react naturally to criticism--and how to transform interactions that might become verbal tugs-of-war into collaborative problem-solving sessions.

What to Say to a Porcupine uses the format of Aesop’s fables to illustrate fundamental principles of customer service in a quick and lighthearted way.What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most engaging books on customer service in existence.In this book, you’ll explore how:great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service in “By a Hare”;there’s a better way to great your customers, as one grizzly honey-shop owner discovers in “Bear with Me”;and how to handle difficult conversations with customers in a positive, constructive manner, as demonstrated in this book’s titular story “What to Say to a Porcupine.”Each story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to how to motivate a service team. Fun, quick, and constructive, What to Say to a Porcupine provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.

After considering the aging population in developed countries, it has become clear to physicians and public policy administrators that prevention of cancer must play a more important role in national anti-cancer policy than it has in the past. The recent introduction of an HPV vaccine, coupled with discoveries concerning the relationship of H. pylori and cancer has brought the role of infectious agents in cancer into sharp focus in the medical community. While interest in the subject has grown, no single source existed to bring clinicians up-to-date on developments in disease mechanisms, population-based risk assessment and policy considerations in the field of cancer prevention. In this current and comprehensive text the authors review the basic science and clinical implications of individual infectious agents, while going beyond a mere update of the literature to offer insights on the current emerging prevention possibilities. This prevention perspective is what makes this particular text so valuable to researchers, epidemiologists, health care policy makers and oncologists. The discussion is organized to highlight the vital role of primary cancer prevention, and suggest directions for future research, practice and policy. Since HPV continues to be at the center of interest in the arena of infectious agents and cancer, the authors frame the majority of their discussion on this now-famous virus. The sheer volume of literature related to this virus and its many related cancers, and the burgeoning research on the development and implementation of a prophylactic vaccine necessitates a much fuller review of this infectious agent. Therefore, the book is roughly divided into two equal parts: one part devoted to HPV and another part devoted to five other prominent infectious agents in cancer.

This indispensable manual presents an easy-to-implement intervention with proven effectiveness for children with ADHD in grades 3 to 5. Organizational skills training helps kids develop essential skill sets for organizing school materials, tracking assignments, and completing homework and other tasks successfully. Clinicians are provided with detailed session-by-session instructions and all of the tools needed to implement the program in collaboration with parents and teachers. In a large-size format for easy photocopying, the book includes nearly 100 reproducible handouts and forms. Purchasers also get access to a Web page where they can download and print the reproducible materials.See also the related parent guide from Gallagher et al., The Organized Child: An Effective Program to Maximize Your Kid's Potential/m-/in School and in Life.

Are you sick of nagging your child to write down homework assignments? Is his or her backpack a black hole that eats up papers, books, and gym clothes? Organizational skills problems aren't just frustrating--they get in the way of school success and wreak havoc at home. Fortunately, help is at hand. This unique resource stands out from other books because it is based on a scientifically tested program that works. Learn how you can teach your 7- to 13-year-old specific skills to:*Organize school materials and toys.*Track assignments.*Improve time management and planning.*Overcome brain "Glitches"--mischievous creatures that trip kids up.*Create and follow effective routines.Concrete examples, tips for strategically using praise and rewards, and practical tools (you can download and print additional copies as needed) help you implement each step of the program. Maximizing your kid's potential starts now--here's how.A Greater Good Favorite Parenting Book of 2018Mental health professionals, see also the related intervention manual from Gallagher et al., Organizational Skills Training for Children with ADHD: An Empirically Supported Treatment.

Are you sick of nagging your child to write down homework assignments? Is his or her backpack a black hole that eats up papers, books, and gym clothes? Organizational skills problems aren't just frustrating--they get in the way of school success and wreak havoc at home. Fortunately, help is at hand. This unique resource stands out from other books because it is based on a scientifically tested program that works. Learn how you can teach your 7- to 13-year-old specific skills to:*Organize school materials and toys.*Track assignments.*Improve time management and planning.*Overcome brain "Glitches"--mischievous creatures that trip kids up.*Create and follow effective routines.Concrete examples, tips for strategically using praise and rewards, and practical tools (you can download and print additional copies as needed) help you implement each step of the program. Maximizing your kid's potential starts now--here's how.A Greater Good Favorite Parenting Book of 2018Mental health professionals, see also the related intervention manual from Gallagher et al., Organizational Skills Training for Children with ADHD: An Empirically Supported Treatment.

This book presents extensive research into the cinematic representation of the British-identifying Protestant, unionist and loyalist community in Northern Ireland and is the first time such comprehensive analysis has been produced. Gallagher’s research traces the history of the community’s representation in cinema from the emergence of depictions of both nationalist and unionist communities in social-realist dramas in 1980s British and Irish cinema to today, through periods such as those focused on violent paramilitaries in the 1990s and irreverent comedy after the Northern Ireland peace process. The book addresses the perception that the Irish nationalist community has been depicted more frequently and favourably than unionism in films about the period of conflict known as “The Troubles”. Often argued to be the result of an Irish nationalist bias within Hollywood, Gallagher argues that there are other inherent and systemic reasons for this cinematic deficit.

This book presents extensive research into the cinematic representation of the British-identifying Protestant, unionist and loyalist community in Northern Ireland and is the first time such comprehensive analysis has been produced. Gallagher’s research traces the history of the community’s representation in cinema from the emergence of depictions of both nationalist and unionist communities in social-realist dramas in 1980s British and Irish cinema to today, through periods such as those focused on violent paramilitaries in the 1990s and irreverent comedy after the Northern Ireland peace process. The book addresses the perception that the Irish nationalist community has been depicted more frequently and favourably than unionism in films about the period of conflict known as “The Troubles”. Often argued to be the result of an Irish nationalist bias within Hollywood, Gallagher argues that there are other inherent and systemic reasons for this cinematic deficit.