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"Knock your socks off service doesn't just happen. It requires
coaching on an ongoing basis. Now, thanks to authors Kristin
Anderson and Ron Zemke, supervisors have a practical guide to the
day-to-day challenges that arise in training superior customer
service people. This newest "Knock Your Socks Off" book explains
how to help frontline employees hone their skills, maintain the
motivation to perform, and meet new situations head-on. The authors
present a model for successfully coaching anyone, anywhere, and
they show readers how to apply it in familiar coaching situations.
Everyone can appreciate Zemke and Anderson's strategies for
handling the toughest coaching problems. And they will learn a most
important new skill - teaching employees to be peer coaches, a
growing need in the current era of teams and of doing more with
less."
While overt prejudice is now much less prevalent than in decades
past, subtle prejudice - prejudice that is inconspicuous, indirect,
and often unconscious - continues to pervade our society. Laws do
not protect against subtle prejudice and, because of its covert
nature, it is difficult to observe and frequently goes undetected
by both perpetrator and victim. Benign Bigotry uses a fresh format
to examine subtle prejudice by addressing six commonly held
cultural myths based on assumptions that appear harmless but
actually foster discrimination: 'those people all look alike';
'they must be guilty of something'; 'feminists are man-haters';
'gays flaunt their sexuality'; 'I'm not a racist, I'm color-blind'
and 'affirmative action is reverse racism'. Kristin J. Anderson
skillfully relates each of these myths to real world events,
emphasizes how errors in individual thinking can affect society at
large, and suggests strategies for reducing prejudice in daily
life.
While overt prejudice is now much less prevalent than in decades
past, subtle prejudice - prejudice that is inconspicuous, indirect,
and often unconscious - continues to pervade our society. Laws do
not protect against subtle prejudice and, because of its covert
nature, it is difficult to observe and frequently goes undetected
by both perpetrator and victim. Benign Bigotry uses a fresh format
to examine subtle prejudice by addressing six commonly held
cultural myths based on assumptions that appear harmless but
actually foster discrimination: 'those people all look alike';
'they must be guilty of something'; 'feminists are man-haters';
'gays flaunt their sexuality'; 'I'm not a racist, I'm color-blind'
and 'affirmative action is reverse racism'. Kristin J. Anderson
skillfully relates each of these myths to real world events,
emphasizes how errors in individual thinking can affect society at
large, and suggests strategies for reducing prejudice in daily
life.
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