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Now you can enjoy easy access to first-rate material from established theatre, TV and radio playwrights and be confident that it's just right for school use. Key features Short enough for use in a single lesson or literacy hour, for reading or for performance Exposes students to a wide range of genres and styles from established theatre, TV and radio playwrights Helps students to explore a wide range of dramatic forms and issues, including citizenship Includes follow-up activities to develop students' reading, writing, speaking and listening skills.
"[W]ith over 200 word for word, proven and up to date scripts ... [this book] will instantly make you more effective as you learn to breeze past gatekeepers, easily connect with decision makers and qualify and close more business over the phone"--Page 4 of cover
Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
This book develops a general 'logic', or heuristic of discovery, to explain the emergence of novelty in individual thought, organizations, industries, and economies. It draws on a variety of literatures, discussing theories of organizational learning, evolutionary and institutional economics, knowledge and language. It brings these together in a unifying framework, and applies that for an analysis of innovation systems and the management of learning. Unification is based on the resource or competence-based view in economics, in combination with a theory of learning by interaction. The central theme of the book is the relation between stability and change. In business literature this theme appears in the relation between exploitation and exploration. In evolutionary economics it appears in the relation between selection and adaptation. The general heuristic shows how exploitation can provide the basis for exploration. The analysis is illustrated with many phenomena and empirical results from the different literatures.
"For a type nerd, the only thing missing from Scripts is a centerfold of voluptuous Spencerian. . . . About ninety percent of the book is images, glorious images." --Communication Arts
Modern consumers are being bombarded with in-formation from every angle. They can’t handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This book details how to create a surprise culture in a service firm. Because a consumer can only be “surprised” by a given tactic one time and surprise ideas can be copied by competitors, a firm with a culture that generates and implements a constant stream of surprise tactics is one that has the higher edge in achieving success in the modern envi-ronment of information overload.