Unlearned Lessons

Customer service is of particular importance in the technology industry; customers rely on technical support services when they have a problem with a piece of hardware, software, or a consumer device. The current darling of the technology industry is Apple, and you don't have to go farther than the Genius Bar at your local Apple Store to see how Apple approaches customer service, creating a fantastic customer experience that ensures rabid fans. Most people think of customer service as a department, but customer service is also a technology industry all on its own. This book gives an insider's view of the customer service industry, providing insight for those battling mediocre service every day. If you understand the tools, vocabulary, and metrics that power customer service, you can definitely demand better service from your providers. For those already working in customer service, this book will provide you with some new best practices, worst practices to avoid, and maybe even a laugh or two along the way.

"“Why is it,” writes noted assessment expert W. James Popham, “that today’s educators seem almost compelled to replicate their predecessors’ blunders?” Looking back over a career of more than fifty years in education, Popham identifies six key “unlearned lessons” in education and reflects on their impact on schools, teachers, and students. In an account enlivened by personal anecdotes and the unique perspective gained from long experience, he shows how each of these six mistakes has persisted over time, gives examples of encounters with these mistakes in the course of his professional career, and points the way toward straightforward solutions. This lucid and powerful book belongs on the bookshelf of anyone interested in the history of education and the intersection between assessment, policy, and instruction." Notable Education Book of 2009, American School Board Journal

Colonel Pat Proctor’s long overdue critique of the Army’s preparation and outlook in the all-volunteer era focuses on a national security issue that continues to vex in the twenty-first century: Has the Army lost its ability to win strategically by focusing on fighting conventional battles against peer enemies? Or can it adapt to deal with the greater complexity of counterinsurgent and information-age warfare? In this blunt critique of the senior leadership of the U.S. Army, Proctor contends that after the fall of the Soviet Union, the U.S. Army stubbornly refused to reshape itself in response to the new strategic reality, a decision that saw it struggle through one low-intensity conflict after another—some inconclusive, some tragic—in the 1980s and 1990s, and leaving it largely unprepared when it found itself engaged—seemingly forever—in wars in Afghanistan and Iraq. The first book-length study to connect the failures of these wars to America’s disastrous performance in the war on terror, Proctor’s work serves as an attempt to convince Army leaders to avoid repeating the same mistakes.

Discovering that life isn't what I expected, and neither is God.

The internationally bestselling self-empowerment book from influencer, rapper, and spoken word artist Humble the Poet, now available in a new edition with a new foreword by the author. Unlearn offers short, accessible, and counterintuitive lessons for reaching our full potential. Beloved for his sincerity, playfulness, and sage advice, globally famous rapper, spoken word artist, poet, blogger, and influencer Humble the Poet has traditionally shared his message of self-discovery, creativity, and empowerment with his fans through music and written word. That message has now been extended to this empowering book, offering insights and wisdom that challenge conventional thinking and help you tap into your best, most authentic self. Humble sees life with unique clarity. In Unlearn, he opens our eyes to our own lives, helping us to recognize the possibilities that await us and the challenges that prevent us from realizing our dreams. With his characteristic honesty and forthrightness, he helps us shed the problematic lessons we’ve learned throughout our lives that limit us, from sabotaging habits, to fixed mindsets, to past regrets, and relearn new, unconventional ways of moving through life. Among his 101 lessons are: Fitting In Is a Pointless Activity Don’t Trust Everything You Feel Killing Expectations Births Happiness Comparisons are Killer Baby Steps Add Up You Decide Your Worth Profound in its simplicity, Unlearn is the perfect invitation to a new beginning and to pursue a life of fulfillment.

Your hard work is paying off. You are doing well in your field. But there is something standing between you and the next level of achievement. That something may just be one of your own annoying habits. Perhaps one small flaw - a behaviour you barely even recognise - is the only thing that's keeping you from where you want to be. It may be that the very characteristic that you believe got you where you are - like the drive to win at all costs - is what's holding you back. As this book explains, people often do well in spite of certain habits rather than because of them - and need a "to stop" list rather than one listing what "to do". Marshall Goldsmith's expertise is in helping global leaders overcome their unconscious annoying habits and become more successful. His one-on-one coaching comes with a six-figure price tag - but in this book you get his great advice for much less. Recently named as one of the world's five most-respected executive coaches by Forbes, he has worked with over 100 major CEOs and their management teams at the world's top businesses. His clients include corporations such as Goldman Sachs, Glaxo SmithKline, Johnson and Johnson and GE.

Calls into question most of the truths and beliefs bequeathed to us from the past. A central belief in the dignity of the human person, the cornerstone of the doctrine of universal human rights to which even secular Westerners still cling. Delsol charges that it is not enough to proclaim human rights; rather, one must understand what sort of being the human person is if humans are to be genuinely respected.