What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people.

Customer Tells, the innovative new book by bestselling author Dr. Marty Seldman, John Futterknecht, and Ben Sorensen focuses on the key concept of the “tell,” the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the “tell” means knowing the cards a competitor holds; in customer service, it means understanding the customer’s subtle ways of communicating how they want to be treated, even if they can’t articulate it.

Seldman, one of the world’s foremost executive coaches and organizational psychologists, uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers’ communication styles, body language, dress, questions, reactions, facial expressions, and choices of words, he has increased both their bottom line and employee retention levels.

 

 Ben Sorensen Interview [23:48m]: Play Now | Play in Popup | Download

Step-by-step strategies to make your business more competitive and productive.

Workplaces are more diverse than ever, and studies show that this diversity contributes to innovative ideas and novel approaches to decision-making. A diverse workplace also makes for stronger business relationships with customers and vendors, and offers opportunities for lucrative interactions with businesses around the globe.

However, when bias exists, the benefit of a diverse workforce lies dormant.

Drawing from research and nearly 30 years of experience in the field, diversity expert Dr. Sondra Thiederman provides executives and managers with step-by-step strategies for minimizing conscious and unconscious bias and maximizing the ability to manage diversity effectively.

Now updated and revised, the new edition of Making Diversity Work includes real workplace examples, practical applications, and exercises designed to guide you and your team on a journey of self-discovery, behavior change, and, ultimately, healing.

Learn to:

• Maximize positive change and productivity in the workplace
• Identify and defeat conscious and unconscious bias
• Overcome diversity-related conflict and tension
• Design and implement behavior change that reduces biased thinking
• Immediately apply the material in the workplace and training room

 

 Sondra Theiderman Interview [29:47m]: Play Now | Play in Popup | Download

This is a straightforward little book that packs a powerful message: Good things can happen when people work together.

If you want to get things done, you have to talk and reach agreements with others. Talking isn’t always convenient or easy, but it is an essential tool for building cooperation and getting results.

As a facilitator of workplace conversations for many years, I’ve witnessed frustration, anger, confusion, and divisiveness among some co-workers. I’ve also seen enthusiasm, pride, and cohesiveness among others. As a result, I am continually driven to ask the questions, “What’s the difference? Despite the physical environment, amount of work, or personalities, why do some people work well together while others are continually at odds with one another?” One of the major differences is that people who work well together talk regularly with one another about matters of mutual importance.

Working as One answers:

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Why you need to talk with one another . . . how moving from a “me” to “we” mind-set is important will make a difference in your ability to get things done.
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What you need to talk about . . . seven fundamental conversations that help co-workers stay focused, positive, and productive.
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How to go about having these conversations . . . specific guidelines, tools, and techniques to help enhance communication during your day-to-day work.

Using the Working as One framework, you’ll find yourself more able to talk about the right things in the right way, with a lot more skill and confidence. You’ll also find that you and your co-workers are more focused on what’s really important and in sync with how and when the work gets done. With over sixty real-life examples from a variety of traditional and volunteer work settings, Working as One offers hope that what you say and do can make a difference.

Who Should Read This Book?

Working as One is intended for anyone who has to work with others in order to get things accomplished. In the context of this book, workplace is defined as any place where people come together for some intended purpose or effort, either on a paid or volunteer basis. Co-workers are defined as anyone who works with others to provide a product, service, or outcome, either on a paid or volunteer basis.
The type or configuration of the workplace and co-workers may vary and it doesn’t matter whether there are two or two hundred people involved in the conversation. Examples include workgroups in hospitals, schools, businesses or government; boards of directors or committees for non-profit organizations; community athletic programs, and so forth. The common denominator is that the people are connected in some way to provide a product, service, or outcome, and that in order to properly conduct their work they have to talk and reach agreements with one another about fundamental issues.

As you will discover, there’s nothing fancy about fundamental conversations. All you need is a fair amount of common sense and a great deal of commitment and persistence. It doesn’t require external sources (such as organizational development gurus, consultants, or facilitators, etc.) to provide answers, although these sources can be helpful in providing expertise, guidance and direction. Mostly, the conversations call for you and your co-workers to think for yourselves (perhaps very differently than before) and accept responsibility for who you are, what you’re about, and how you choose to do business with each other and your customers.

 

 Christine Williams Interview [19:05m]: Play Now | Play in Popup | Download

In Make the Right Choice, Joel shares his experience and insight on creativity, communication, teamwork, passion, and fun. With wit, a sharp observational eye, and playful irreverence he discusses the choices we all encounter in our careers. We each have the ability to take initiative and make the right choice to live a more creative, passionate, effective, and productive life.

How do you Make the Right Choice? You must take ownership of your work environment and create a foundation of opportunity and positive support. You can choose to be patient, supportive, and more flexible to change. You can choose to have fun in the workplace and still be productive. Joel teaches us just how easy it is to make these choices.

Joel makes readers laugh so hard that they forget about the corporate nonsense of conference calls, “strategic deliverables,” PowerPoint presentations with upside-down triangles, or “paradigm shifts in a cross-functional organization.” Make the Right Choice is conversational, funny, and very informative. Yes, Joel will make you laugh, but he’ll also make you think. This book delivers a combination of inspiration, essential business knowledge, and significant ideas to help readers reconnect with their own passion, creativity, and success. Now, you are invited to Make the Right Choice.

Learn more about Joel’s book at www.maketherightchoicethebook.com.
Learn more about Joel’s presentations at www.joelzeff.com .

 

 Joel Zeff Interview [32:32m]: Play Now | Play in Popup | Download