Pitch Perfect: How to Say It Right the First Time, Every Time
by Bill McGowan
Bill McGowan was a broadcast journalist before becoming a media coach and trainer to executives, athletes, and celebrities. This book provides guidance on preparing for media interviews, speeches, conference panels, wedding toasts, eulogies, and other situations.
The Seven Principles of Persuasion are the foundation.
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The Power of Small: Why Little Things Make All the Difference
by Linda Kaplan Thaler and Robin Koval
You may not be familiar with their names, but you are probably familiar with the authors’ work. They are the founding partners of the Kaplan Thaler Group, the advertising agency responsible for the Aflac duck campaign. One of them wrote the “I want to be a Toys R Us Kid” jingle earlier in her career. Linda Kaplan Thaler and Robin Koval previously wrote The Power of Nice: How to Conquer the Business World With Kindness.
This book is about paying attention to little things which have a big impact.
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The Kindness Revolution: The Company-Wide Culture Shift that Inspires Phenomenal Customer Service
by Ed Horrell
Ed Horrell writes about poor customer service in American business. “What is really surprising, however, is the number of companies that view service as the item to cut in order to make more money. They decide to focus on getting new customers at the expense of keeping existing customers loyal… They lose sight of the fact that it usually costs around five times as much to acquire a new customer as it does to keep an existing one. ”
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What Keeps Leaders Up at Night: Recognizing and Resolving Your Most Troubling Management Issues
by Nicole Lipkin
In this excellent book, clinical psychologist Nicole Lipkin explains the psychology behind many of the human behaviors that affect productivity and sound decision making in the workplace. “Good leadership requires dealing effectively with messy, quirky, unpredictable, confusing, irrational, and clumsy people. That is what makes the business of leadership so insanely difficult and complex.”
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Primal Leadership: Learning to Lead with Emotional Intelligence
by Daniel Goleman, Richard Boyatzis, and Annie McKee
Building on the lead author’s prior book, Emotional Intelligence, this book is about “leadership resonance.” The authors also warn about the opposite effect, dissonance, which destroys motivation and productivity. “Great leaders move us. They ignite our passion and inspire the best in us. When we try to explain why they are so effective, we speak of strategy, vision, or powerful ideas. But the reality is much more primal: Great leadership works through the emotions.” The authors cite a University of Maryland study showing that good morale has a positive effect on revenue and customer satisfaction.
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The Key Point 