What is a difficult conversation? Asking for a pay rise, saying 'no' to your boss or spouse, confronting a friend or neighbor, asking a difficult favor, apologizing. This book helps you to turn your difficult conversations into positive, problem-solving experiences.

Understanding the global hotel business is not possible without paying specific attention to hotel chain management and dynamics. Chains are big business, approximately 80 percent of hotels currently being constructed around the world are chain affiliated and, in 2014, the five largest brands held over a one million rooms. The high economic importance of the hotel chains and their global presence justifies the academic research in the field however, despite this, there is no uniform coverage ...

This extremely popular text is the complete introduction to doing business research and is the ideal guide for students embarking on a research project. The authors have extensively revised this sixth edition to make it the most engaging and relevant text available. New chapters on quantitative methods and visual research offer extensive coverage of these areas and even greater practical support in applying these techniques, while cutting-edge material on inclusivity and bias in research, fem...

Discover the secrets of world-class leadership!When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the sce...

A must read for any HR executive. This research-based competency model is particularly compelling because it is informed by the perspective of non-HR executives and stakeholders.

Fundamentals of Workplace Learning is a comprehensive guide to how people learn in the workplace, and the issues and challenges involved. Examining the essential aspects of workplace learning and unravelling the various influences which affect the success of work-based learners, Knud Illeris presents a holistic model to explain how diverse individuals can be encouraged and invited to learn at work. Approaching workplace learning from the perspective of learners as human beings, with complex s...

Soil and Water Contamination, Second Edition gives a structured overview of transport and fate processes of environmental contaminants. Dealing with all topics essential for understanding and predicting contaminant patterns in soil, groundwater and surface water, it contributes to the formation of a solid basis for adequate soil and water pollution control and integrated catchment management. A unique feature of this work is that it does not treat water and soil pollution as independent proce...

Location-based Services (LBSs) are mobile services for providing information that has been created, compiled, selected or filtered under consideration of the users' current locations or those of other persons or mobile devices. Typical examples are restaurant finders, buddy trackers, navigation services or applications in the areas of mobile marketing and mobile gaming. The attractiveness of LBSs is due to the fact that users are not required to enter location information manually but are aut...

What is blockchain? What is Bitcoin? How can central banks be instrumental in guiding a nation's economy? What are the underlying causes of trade deficits? Do trade wars actually help the domestic economy? How has the behavior of millennials and Generation Z affected the global economy? Find out all this and more in this definitive guide to the world economy.

As the global economic landscape shifts at an increasing rate, it's more important than ever that citizens understand the buil...

Alex Rogo is a harried plant manager working ever more desperately to try and improve performance. His factory is rapidly heading for disaster. So is his marriage.

He has ninety days to save his plant - or it will be closed by corporate HQ, with hundreds of job losses. It takes a chance meeting with a colleague from student days - Jonah - to help him break out of conventional ways of thinking to see what needs to be done. Described by Fortune as a 'guru to industry' and by Businessweek as a '...