🛡️ Complaint Handling

Practical strategies for transforming customer dissatisfaction into loyalty, treating every complaint as an opportunity to strengthen relationships and improve service.

Hug Your Haters

by Jay Baer • 2016

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

3.85

788

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation 📣 Customer Advocacy 📱 Social Media Service

Hug Your Haters 91%

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

by Jay Baer 2016

3.85

788 ratings

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation 📣 Customer Advocacy 📱 Social Media Service

The Customer Service Survival Kit

by Richard S. Gallagher • 2013

The exact words that defuse an angry customer: a frontline survival guide for the worst moments.

3.94

142

🛎️ Customer Service 😤 Difficult Customers 🧊 Conflict De-Escalation 🧠 Emotional Intelligence 💬 Workplace Communication

The Customer Service Survival Kit Summary

The Customer Service Survival Kit 89%

The exact words that defuse an angry customer: a frontline survival guide for the worst moments.

by Richard S. Gallagher 2013

3.94

142 ratings

🛎️ Customer Service 😤 Difficult Customers 🧊 Conflict De-Escalation 🧠 Emotional Intelligence 💬 Workplace Communication

United Breaks Guitars

by Dave Carroll • 2012

United broke his Taylor guitar. He didn't sue. He wrote a song that eleven million people watched.

3.58

140

📞 Customer Service 🦠 Viral Marketing 🛡️ Consumer Advocacy 💡 Creative Problem Solving 🏢 Corporate Accountability

United Breaks Guitars 87%

United broke his Taylor guitar. He didn't sue. He wrote a song that eleven million people watched.

by Dave Carroll 2012

3.58

140 ratings

📞 Customer Service 🦠 Viral Marketing 🛡️ Consumer Advocacy 💡 Creative Problem Solving 🏢 Corporate Accountability

How to Win Customers and Keep Them for Life

by Michael LeBoeuf • 2000

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

3.9

200

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity 🧠 Customer Psychology 💬 Word Of Mouth

How to Win Customers and Keep Them for Life Summary

How to Win Customers and Keep Them for Life 87%

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

by Michael LeBoeuf 2000

3.9

200 ratings

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity 🧠 Customer Psychology 💬 Word Of Mouth

101 Tough Conversations to Have with Employees

by Paul Falcone • 2009

Body odor, missed deadlines, insubordination: 101 scripts for the conversations managers dread.

3.79

411

🗣️ Difficult Conversations ⚖️ Employee Discipline 📈 Performance Management 🗨️ Managerial Feedback ⚡ Workplace Conflict

101 Tough Conversations to Have with Employees Summary

101 Tough Conversations to Have with Employees 87%

Body odor, missed deadlines, insubordination: 101 scripts for the conversations managers dread.

by Paul Falcone 2009

3.79

411 ratings

🗣️ Difficult Conversations ⚖️ Employee Discipline 📈 Performance Management 🗨️ Managerial Feedback ⚡ Workplace Conflict

The Best Service is No Service

by Bill Price • 2008

Stop optimizing your call center. The real fix is to destroy demand for customer service.

3.98

174

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design 🔍 Root Cause Analysis 👂 Voice Of The Customer

The Best Service is No Service 87%

Stop optimizing your call center. The real fix is to destroy demand for customer service.

by Bill Price 2008

3.98

174 ratings

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design 🔍 Root Cause Analysis 👂 Voice Of The Customer

Dealing with Difficult People

by Roy Lilley • 2001

Seven types of difficult people, one playbook. Spot the pattern, tailor the response, end the drama.

3.24

566

🎭 Difficult Personalities ⚡ Workplace Conflict 👥 People Management 💬 Communication Tactics 🗣️ Assertive Communication

Dealing with Difficult People 87%

Seven types of difficult people, one playbook. Spot the pattern, tailor the response, end the drama.

by Roy Lilley 2001

3.24

566 ratings

🎭 Difficult Personalities ⚡ Workplace Conflict 👥 People Management 💬 Communication Tactics 🗣️ Assertive Communication

The Effortless Experience

by Matthew Dixon • 2013

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

3.94

1k+

📞 Customer Service 💝 Customer Experience 🎨 Service Design 📊 Loyalty Economics 🧠 Customer Psychology

The Effortless Experience 86%

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

by Matthew Dixon 2013

3.94

1k+ ratings

📞 Customer Service 💝 Customer Experience 🎨 Service Design 📊 Loyalty Economics 🧠 Customer Psychology

How to Deal with Angry People

by Ryan Martin • 2023

Anger spreads like a virus. Ten psychology-backed strategies for staying steady when others lose it.

3.45

238

😠 Anger Management 🤝 Conflict Resolution 🧘 Emotional Regulation 🛑 Boundary Setting 👥 Social Psychology

How to Deal with Angry People 86%

Anger spreads like a virus. Ten psychology-backed strategies for staying steady when others lose it.

by Ryan Martin 2023

3.45

238 ratings

😠 Anger Management 🤝 Conflict Resolution 🧘 Emotional Regulation 🛑 Boundary Setting 👥 Social Psychology

Notes from a Friend

by Anthony Robbins • 1995

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

3.97

2k+

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy 💡 Experience Innovation 🛠️ Complaint Recovery

Notes from a Friend 86%

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

by Anthony Robbins 1995

3.97

2k+ ratings

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy 💡 Experience Innovation 🛠️ Complaint Recovery

Crucial Conversations Tools for Talking When Stakes Are High

by Kerry Patterson • 2002

The playbook for the conversations you dread: say hard things without destroying the relationship.

4.07

83k+

🗣️ Difficult Conversations 🤝 Conflict Resolution 💼 Workplace Communication 🛡️ Psychological Safety 🧘 Emotional Regulation

Crucial Conversations Tools for Talking When Stakes Are High Summary

Crucial Conversations Tools for Talking When Stakes Are High 86%

The playbook for the conversations you dread: say hard things without destroying the relationship.

by Kerry Patterson 2002

4.07

83k+ ratings

🗣️ Difficult Conversations 🤝 Conflict Resolution 💼 Workplace Communication 🛡️ Psychological Safety 🧘 Emotional Regulation

Just Listen

by Mark Goulston • 2009

Most communication fails because nobody feels understood. A psychiatrist shows what to do about it.

4.06

10k+

💬 Communication Skills 🧘 Emotional Regulation 👂 Active Listening 🗣️ Difficult Conversations 🕊️ De-Escalation

Just Listen 86%

Most communication fails because nobody feels understood. A psychiatrist shows what to do about it.

by Mark Goulston 2009

4.06

10k+ ratings

💬 Communication Skills 🧘 Emotional Regulation 👂 Active Listening 🗣️ Difficult Conversations 🕊️ De-Escalation

Coping with Difficult People

by Robert M. Bramson • 1981

Difficult people fall into types. What drives each one, and the exact moves that defuse them.

3.77

661

🏢 Workplace Relationships 🤝 Conflict Resolution 😤 Difficult Personalities 🛡️ De-Escalation Techniques 👥 People Managers

Coping with Difficult People 86%

Difficult people fall into types. What drives each one, and the exact moves that defuse them.

by Robert M. Bramson 1981

3.77

661 ratings

🏢 Workplace Relationships 🤝 Conflict Resolution 😤 Difficult Personalities 🛡️ De-Escalation Techniques 👥 People Managers

High-Tech, High-Touch Customer Service

by Micah Solomon • 2012

The personal-service secret of beloved brands, and the technology that scales it.

3.77

113

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude 💪 Employee Empowerment 🏛️ Service Culture

High-Tech, High-Touch Customer Service Summary

High-Tech, High-Touch Customer Service 86%

The personal-service secret of beloved brands, and the technology that scales it.

by Micah Solomon 2012

3.77

113 ratings

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude 💪 Employee Empowerment 🏛️ Service Culture

Hug Your Customers

by Jack Mitchell • 2003

A family retailer's playbook for replacing sales scripts with genuine human connection.

4.03

986

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management 🌟 Service Excellence 💎 Customer Loyalty

Hug Your Customers 86%

A family retailer's playbook for replacing sales scripts with genuine human connection.

by Jack Mitchell 2003

4.03

986 ratings

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management 🌟 Service Excellence 💎 Customer Loyalty

Fierce Conversations

by Susan Scott • 2002

The conversation you're avoiding is costing you. Seven steps for finally having it.

4.00

11k+

🗣️ Tough Conversations ⚡ Conflict Resolution 💬 Authentic Dialogue 🧠 Emotional Intelligence 👂 Active Listening

Fierce Conversations 86%

The conversation you're avoiding is costing you. Seven steps for finally having it.

by Susan Scott 2002

4.00

11k+ ratings

🗣️ Tough Conversations ⚡ Conflict Resolution 💬 Authentic Dialogue 🧠 Emotional Intelligence 👂 Active Listening

Verbal Judo

by George J. Thompson • 1993

Street tested persuasion: how to deflect insults, calm hostility, and gain cooperation from anyone.

3.84

7k+

🗣️ Interpersonal Communication 🧊 Conflict De-Escalation 🎯 Persuasion Techniques 💬 Difficult Conversations 👂 Active Listening

Verbal Judo 86%

Street tested persuasion: how to deflect insults, calm hostility, and gain cooperation from anyone.

by George J. Thompson 1993

3.84

7k+ ratings

🗣️ Interpersonal Communication 🧊 Conflict De-Escalation 🎯 Persuasion Techniques 💬 Difficult Conversations 👂 Active Listening

Conflict Fluent

by Emily Taylor • 2021

Every conflict you face gets the same response. There are four other options worth learning.

4.33

🧩 Conflict Resolution 🗣️ Communication Skills 🎭 Conflict Styles ✋ Assertiveness 🚧 Boundary Setting

Conflict Fluent 86%

Every conflict you face gets the same response. There are four other options worth learning.

by Emily Taylor 2021

4.33

6 ratings

🧩 Conflict Resolution 🗣️ Communication Skills 🎭 Conflict Styles ✋ Assertiveness 🚧 Boundary Setting

Ask a Manager

by Alison Green • 2018

Every workplace problem is a conversation you are avoiding. Here is exactly what to say.

3.91

2k+

💬 Workplace Communication 📋 Management Advice 🧭 Career Guidance 🗣️ Difficult Conversations 📝 Direct Feedback

Ask a Manager 86%

Every workplace problem is a conversation you are avoiding. Here is exactly what to say.

by Alison Green 2018

3.91

2k+ ratings

💬 Workplace Communication 📋 Management Advice 🧭 Career Guidance 🗣️ Difficult Conversations 📝 Direct Feedback

Managing Narcissists, Blamers, Dramatics and More...

by Mark Murphy • 2019

When blame flies or drama explodes, the exact words that keep you calm and in control.

4.07

193

💥 Workplace Conflict 🗣️ Communication Scripts 🧩 Personality Types 🚧 Setting Boundaries 🤝 Conflict Resolution

Managing Narcissists, Blamers, Dramatics and More... Summary

Managing Narcissists, Blamers, Dramatics and More... 86%

When blame flies or drama explodes, the exact words that keep you calm and in control.

by Mark Murphy 2019

4.07

193 ratings

💥 Workplace Conflict 🗣️ Communication Scripts 🧩 Personality Types 🚧 Setting Boundaries 🤝 Conflict Resolution

Creating Superfans

by Brittany Hodak • 2023

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

4.37

260

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design 🔧 Service Recovery 🎁 Surprise And Delight

Creating Superfans 86%

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

by Brittany Hodak 2023

4.37

260 ratings

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design 🔧 Service Recovery 🎁 Surprise And Delight

Powerful Phrases for Dealing with Difficult People

by Renée Evenson • 2013

Scripted lines for tough workplace conflicts, delivered calmly without burning bridges.

3.39

1k+

💼 Workplace Communication 🤝 Conflict Resolution 💬 Difficult Conversations ✋ Assertiveness Training 👀 Nonverbal Communication

Powerful Phrases for Dealing with Difficult People Summary

Powerful Phrases for Dealing with Difficult People 86%

Scripted lines for tough workplace conflicts, delivered calmly without burning bridges.

by Renée Evenson 2013

3.39

1k+ ratings

💼 Workplace Communication 🤝 Conflict Resolution 💬 Difficult Conversations ✋ Assertiveness Training 👀 Nonverbal Communication

Be Our Guest

by Walt Disney Company • 2001

Behind Disney's legendary guest experience is a practical system any organization can adopt.

3.90

5k+

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management 🔄 Process Improvement 🎪 Experience Economy

Be Our Guest 86%

Behind Disney's legendary guest experience is a practical system any organization can adopt.

by Walt Disney Company 2001

3.90

5k+ ratings

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management 🔄 Process Improvement 🎪 Experience Economy

What To Do If...?

by Anne-Maartje Oud • 2026

Rise above workplace talk, read the signals others miss, and steer every outcome.

4.14

🏢 Workplace Communication 👁️ Body Language 💬 Difficult Conversations 📝 Giving Feedback 🧠 Emotional Intelligence

What To Do If...? 86%

Rise above workplace talk, read the signals others miss, and steer every outcome.

by Anne-Maartje Oud 2026

4.14

7 ratings

🏢 Workplace Communication 👁️ Body Language 💬 Difficult Conversations 📝 Giving Feedback 🧠 Emotional Intelligence

Difficult Conversations

by Douglas Stone • 1999

Every argument has three hidden layers. Stop debating the surface; learn which one actually matters.

4.07

20k+

🧩 Conflict Resolution 🗣️ Workplace Communication 🪞 Identity And Ego 👂 Active Listening ⚖️ Accountability

Difficult Conversations 86%

Every argument has three hidden layers. Stop debating the surface; learn which one actually matters.

by Douglas Stone 1999

4.07

20k+ ratings

🧩 Conflict Resolution 🗣️ Workplace Communication 🪞 Identity And Ego 👂 Active Listening ⚖️ Accountability

Crucial Accountability

by Kerry Patterson • 2013

How to hold anyone accountable without attacking, avoiding, or making it worse.

4.09

3k+

🗣️ Difficult Conversations 📋 Workplace Accountability 🤝 Conflict Resolution 💬 Feedback Techniques 🏢 Workplace Communication

Crucial Accountability 86%

How to hold anyone accountable without attacking, avoiding, or making it worse.

by Kerry Patterson 2013

4.09

3k+ ratings

🗣️ Difficult Conversations 📋 Workplace Accountability 🤝 Conflict Resolution 💬 Feedback Techniques 🏢 Workplace Communication

How to Disagree Without Being Disagreeable

by Suzette Haden Elgin • 1997

Disagreement does not need to hurt. The tools for holding your ground without the casualties.

3.87

201

🤝 Conflict Resolution 💢 Hostile Language 👂 Active Listening 🧊 De-Escalation 🧠 Cognitive Linguistics

How to Disagree Without Being Disagreeable Summary

How to Disagree Without Being Disagreeable 86%

Disagreement does not need to hurt. The tools for holding your ground without the casualties.

by Suzette Haden Elgin 1997

3.87

201 ratings

🤝 Conflict Resolution 💢 Hostile Language 👂 Active Listening 🧊 De-Escalation 🧠 Cognitive Linguistics

Getting Past No

by William Ury • 1991

Push a stubborn counterpart and they dig in harder. Five counterintuitive moves that earn agreement.

3.99

7k+

🤝 Negotiation Tactics 🧊 De-Escalation 👂 Active Listening 🧘 Emotional Regulation ⚖️ Principled Negotiation

Getting Past No 86%

Push a stubborn counterpart and they dig in harder. Five counterintuitive moves that earn agreement.

by William Ury 1991

3.99

7k+ ratings

🤝 Negotiation Tactics 🧊 De-Escalation 👂 Active Listening 🧘 Emotional Regulation ⚖️ Principled Negotiation

Communicate with Confidence, Revised and Expanded Edition

by Dianna Booher • 1994

The listening, trust, and feedback skills that make people want to hear what you say next.

3.83

134

🏢 Workplace Communication 👂 Active Listening 📝 Giving Feedback 💬 Difficult Conversations 🤝 Credibility And Trust

Communicate with Confidence, Revised and Expanded Edition Summary

Communicate with Confidence, Revised and Expanded Edition 86%

The listening, trust, and feedback skills that make people want to hear what you say next.

by Dianna Booher 1994

3.83

134 ratings

🏢 Workplace Communication 👂 Active Listening 📝 Giving Feedback 💬 Difficult Conversations 🤝 Credibility And Trust

What Customers Crave

by Nicholas J. Webb • 2016

Good customer service is killing your business. The design-driven method that replaces it.

3.69

289

🧩 Customer Experience Design 🗺️ Customer Journey Mapping 🧈 Frictionless Service ❤️ Emotional Relevance 🤝 Co-Creation

What Customers Crave 86%

Good customer service is killing your business. The design-driven method that replaces it.

by Nicholas J. Webb 2016

3.69

289 ratings

🧩 Customer Experience Design 🗺️ Customer Journey Mapping 🧈 Frictionless Service ❤️ Emotional Relevance 🤝 Co-Creation

The Ministry of Common Sense

by Martin Lindstrom • 2020

Bureaucracy killed common sense. The companies that fought back built a department to revive it.

3.63

456

🗄️ Corporate Bureaucracy 👥 Customer-Centricity 🛡️ Psychological Safety 🕒 Meeting Culture ⚠️ Organizational Dysfunction

The Ministry of Common Sense 86%

Bureaucracy killed common sense. The companies that fought back built a department to revive it.

by Martin Lindstrom 2020

3.63

456 ratings

🗄️ Corporate Bureaucracy 👥 Customer-Centricity 🛡️ Psychological Safety 🕒 Meeting Culture ⚠️ Organizational Dysfunction

Customers for Life

by Carl Sewell • 1990

One customer is worth half a million. Keeping them depends on the system behind the smile.

4.20

1k+

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty 🧩 Systems Thinking 📈 Continuous Improvement

Customers for Life 86%

One customer is worth half a million. Keeping them depends on the system behind the smile.

by Carl Sewell 1990

4.20

1k+ ratings

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty 🧩 Systems Thinking 📈 Continuous Improvement

Dealing with Difficult People

by Harvard Business Review • 2007

Diagnose conflict before you act: hot fights and cold shoulders each need a different playbook.

3.66

1k+

💥 Workplace Conflict 💬 Difficult Conversations 🧊 Passive Aggression ⬆️ Managing Up 🧠 Emotional Intelligence

Dealing with Difficult People 86%

Diagnose conflict before you act: hot fights and cold shoulders each need a different playbook.

by Harvard Business Review 2007

3.66

1k+ ratings

💥 Workplace Conflict 💬 Difficult Conversations 🧊 Passive Aggression ⬆️ Managing Up 🧠 Emotional Intelligence

Crucial Conversations

by Emily Gregory • 2021

Hard conversations follow a pattern. Repeatable skills for staying in dialogue when it matters most.

4.04

2k+

🗣️ Difficult Conversations 🤝 Conflict Resolution 🛡️ Psychological Safety 🔄 Feedback Culture 🧘 Emotional Regulation

Crucial Conversations 86%

Hard conversations follow a pattern. Repeatable skills for staying in dialogue when it matters most.

by Emily Gregory 2021

4.04

2k+ ratings

🗣️ Difficult Conversations 🤝 Conflict Resolution 🛡️ Psychological Safety 🔄 Feedback Culture 🧘 Emotional Regulation

How to Have That Difficult Conversation You've Been Avoiding with your Spouse, Adult Child, Boss, Coworker, Best Friend, Parent, or Someone You're Dating

by Henry Cloud • 2003

Turn the conversation you have been avoiding into the one that saves the relationship.

3.99

1k+

🗣️ Difficult Conversations ❤️ Compassionate Communication 🚧 Boundary Setting 🧠 Emotional Intelligence 🔧 Relationship Repair

How to Have That Difficult Conversation You've Been Avoiding with your Spouse, Adult Child, Boss, Coworker, Best Friend, Parent, or Someone You're Dating 86%

Turn the conversation you have been avoiding into the one that saves the relationship.

by Henry Cloud 2003

3.99

1k+ ratings

🗣️ Difficult Conversations ❤️ Compassionate Communication 🚧 Boundary Setting 🧠 Emotional Intelligence 🔧 Relationship Repair

Thanks for the Feedback

by Douglas Stone • 2014

When feedback stings, you stop hearing it. Skills for receiving criticism without shutting down.

4.05

10k+

💼 Workplace Communication 🔄 Feedback Culture 🧘 Emotional Regulation 🌱 Growth Mindset 📈 Professional Development

Thanks for the Feedback 86%

When feedback stings, you stop hearing it. Skills for receiving criticism without shutting down.

by Douglas Stone 2014

4.05

10k+ ratings

💼 Workplace Communication 🔄 Feedback Culture 🧘 Emotional Regulation 🌱 Growth Mindset 📈 Professional Development

Resolving Conflicts at Work

by Kenneth Cloke • 2011

Workplace conflict isn't the problem. Ten strategies for finding the real one hiding underneath.

3.79

132

🕊️ Conflict Resolution 🤝 Mediation Skills 🧠 Emotional Intelligence 🏢 Organizational Culture 🔄 Systems Thinking

Resolving Conflicts at Work 86%

Workplace conflict isn't the problem. Ten strategies for finding the real one hiding underneath.

by Kenneth Cloke 2011

3.79

132 ratings

🕊️ Conflict Resolution 🤝 Mediation Skills 🧠 Emotional Intelligence 🏢 Organizational Culture 🔄 Systems Thinking

Amaze Every Customer Every Time

by Shep Hyken • 2013

How a hardware chain beats the giants on service: 52 tactics your business can steal.

3.94

192

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture 💙 Customer Loyalty 🔗 Service Profit Chain

Amaze Every Customer Every Time 85%

How a hardware chain beats the giants on service: 52 tactics your business can steal.

by Shep Hyken 2013

3.94

192 ratings

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture 💙 Customer Loyalty 🔗 Service Profit Chain

The Customer Service Revolution

by John R. DiJulius • 2015

A systematic playbook for customer experiences so good your customers stop asking about price.

4.04

279

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment 🔄 Corporate Culture Change 💝 Emotional Connection

The Customer Service Revolution 85%

A systematic playbook for customer experiences so good your customers stop asking about price.

by John R. DiJulius 2015

4.04

279 ratings

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment 🔄 Corporate Culture Change 💝 Emotional Connection

Feedback (and Other Dirty Words)

by M. Tamra Chandler • 2019

Feedback dread is biology, not destiny. The step-by-step fix for turning it into growth.

3.71

184

🏢 Feedback Culture 💬 Workplace Communication 🎯 Giving Feedback 🎧 Receiving Feedback 🛡️ Psychological Safety

Feedback (and Other Dirty Words) Summary

Feedback (and Other Dirty Words) 85%

Feedback dread is biology, not destiny. The step-by-step fix for turning it into growth.

by M. Tamra Chandler 2019

3.71

184 ratings

🏢 Feedback Culture 💬 Workplace Communication 🎯 Giving Feedback 🎧 Receiving Feedback 🛡️ Psychological Safety

Never Lose a Customer Again

by Joey Coleman • 2018

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

4.18

1k+

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding 📣 Customer Advocacy 🗺️ Customer Journey

Never Lose a Customer Again 85%

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

by Joey Coleman 2018

4.18

1k+ ratings

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding 📣 Customer Advocacy 🗺️ Customer Journey

The Surprising Purpose of Anger

by Marshall B. Rosenberg • 2005

Anger isn't the enemy. The practice for finding the unmet need behind every outburst.

4.12

802

😤 Healthy Anger 💬 Compassionate Communication 🕊️ Conflict Resolution 💖 Emotional Needs 🫂 Empathy Practice

The Surprising Purpose of Anger 85%

Anger isn't the enemy. The practice for finding the unmet need behind every outburst.

by Marshall B. Rosenberg 2005

4.12

802 ratings

😤 Healthy Anger 💬 Compassionate Communication 🕊️ Conflict Resolution 💖 Emotional Needs 🫂 Empathy Practice

Mingling with the Enemy

by Jeanne Martinet • 2020

The conversational prep, pivots, and exits for surviving our politically divided social world.

3.70

🏛️ Political Polarization 🗣️ Conversation Skills 🤝 Civil Discourse 🛑 Conflict De-Escalation 👂 Active Listening

Mingling with the Enemy 85%

The conversational prep, pivots, and exits for surviving our politically divided social world.

by Jeanne Martinet 2020

3.70

44 ratings

🏛️ Political Polarization 🗣️ Conversation Skills 🤝 Civil Discourse 🛑 Conflict De-Escalation 👂 Active Listening

The Mediator's Handbook

by Jennifer E. Beer • 1997

How to guide hostile parties toward their own solutions: the mediator's craft, step by step.

3.95

208

🕊️ Conflict Resolution 🤝 Mediation Practice 🎯 Interest-Based Negotiation 👂 Active Listening 🗣️ Facilitation Skills

The Mediator's Handbook 85%

How to guide hostile parties toward their own solutions: the mediator's craft, step by step.

by Jennifer E. Beer 1997

3.95

208 ratings

🕊️ Conflict Resolution 🤝 Mediation Practice 🎯 Interest-Based Negotiation 👂 Active Listening 🗣️ Facilitation Skills

Mastering Communication at Work

by Ethan F. Becker • 2009

Communication is trainable. Master the art of adapting to how any listener processes information.

3.68

224

🗣️ Workplace Communication 🏛️ Classical Rhetoric 🎯 Constructive Criticism 🔥 Employee Motivation 🖼️ Framing Messages

Mastering Communication at Work 85%

Communication is trainable. Master the art of adapting to how any listener processes information.

by Ethan F. Becker 2009

3.68

224 ratings

🗣️ Workplace Communication 🏛️ Classical Rhetoric 🎯 Constructive Criticism 🔥 Employee Motivation 🖼️ Framing Messages

How to Deal With Difficult People

by Gill Hasson • 2014

Three types of difficult people, the script that disarms each, and the moment each script fails.

3.52

717

💢 Interpersonal Conflict ☠️ Toxic People 🗣️ Communication Skills ✋ Assertiveness Training 🚧 Boundary Setting

How to Deal With Difficult People Summary

How to Deal With Difficult People 85%

Three types of difficult people, the script that disarms each, and the moment each script fails.

by Gill Hasson 2014

3.52

717 ratings

💢 Interpersonal Conflict ☠️ Toxic People 🗣️ Communication Skills ✋ Assertiveness Training 🚧 Boundary Setting

Conflict Without Casualties

by Nate Regier • 2017

Workplace drama follows a script you didn't write. Three skills flip it into productive conflict.

3.95

143

🔄 Conflict Transformation 🏢 Workplace Dynamics 💭 Emotional Responsibility 🔁 Relational Patterns 🛡️ Psychological Safety

Conflict Without Casualties 85%

Workplace drama follows a script you didn't write. Three skills flip it into productive conflict.

by Nate Regier 2017

3.95

143 ratings

🔄 Conflict Transformation 🏢 Workplace Dynamics 💭 Emotional Responsibility 🔁 Relational Patterns 🛡️ Psychological Safety

Working with Difficult People

by Amy Cooper Hakim • 1990

How to disarm the ten types of difficult coworkers and keep your sanity intact.

3.24

190

🏢 Workplace Relationships 😤 Difficult Personalities 🤝 Conflict Resolution 🗣️ Assertive Communication 🧘 Emotional Regulation

Working with Difficult People 85%

How to disarm the ten types of difficult coworkers and keep your sanity intact.

by Amy Cooper Hakim 1990

3.24

190 ratings

🏢 Workplace Relationships 😤 Difficult Personalities 🤝 Conflict Resolution 🗣️ Assertive Communication 🧘 Emotional Regulation

Talking to Crazy

by Mark Goulston • 2015

When they dig in, lean in. A psychiatrist's counterintuitive guide to disarming irrational people.

3.92

2k+

🧱 Difficult People 🕊️ Conflict Resolution 🚧 Boundary Setting 🌊 Emotional Regulation 🎭 Personality Disorders

Talking to Crazy 85%

When they dig in, lean in. A psychiatrist's counterintuitive guide to disarming irrational people.

by Mark Goulston 2015

3.92

2k+ ratings

🧱 Difficult People 🕊️ Conflict Resolution 🚧 Boundary Setting 🌊 Emotional Regulation 🎭 Personality Disorders

4 Essential Keys to Effective Communication in Love, Life, Work--Anywhere!

by Bento C. Leal III • 2017

Communication that skips the blame, builds connection, and works anywhere. Master it in twelve days.

3.81

2k+

🗣️ Communication Skills 👂 Active Listening ☮️ Nonviolent Communication 🤝 Conflict Resolution 💞 Relationship Skills

4 Essential Keys to Effective Communication in Love, Life, Work--Anywhere! Summary

4 Essential Keys to Effective Communication in Love, Life, Work--Anywhere! 85%

Communication that skips the blame, builds connection, and works anywhere. Master it in twelve days.

by Bento C. Leal III 2017

3.81

2k+ ratings

🗣️ Communication Skills 👂 Active Listening ☮️ Nonviolent Communication 🤝 Conflict Resolution 💞 Relationship Skills

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