Influence The Psychology of Persuasion by Robert CialdiniPublished in 1984 by HarperCollins Publishers, Robert Cialdini‘s book Influence: The Psychology of Persuasion outlines why people say ‘Yes,’ and offers 6 proven techniques that improve your ability to persuade others. (more…)

Getting to Yes: Negotiating Agreement Without Giving In by Roger Fisher, William L. Ury, Bruce PattonPublished in 2011 by Penguin Publishing, Roger Fisher‘s, William Ury‘s, and Bruce Patton‘s book Getting to Yes: Negotiating an agreement without giving in offers a principled negotiation method to win-win negotiations; especially when you’re the weaker party. (more…)

perfect phrases customer service robert bacalPublished in 2011 by McGraw-Hill, Robert Bacal‘s book Perfect Phrases for Customer Service 2nd Edition offers ‘hundreds of ready-to-use phrases for handling any customer service situation’ to improve your customer relationship management.

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