CLIENT RELATIONSHIPS Finding some clients difficult to understand? Confused when they say one thing but mean another? Need better, more useful feedback? Sometimes feel on the back-foot? Have trouble managing client expectations? Wonder why they seem impossible to please? Concerned about being blind-sided by unexpected client loss? THIS BOOK IS YOUR LIFELINE Connecting with Clients contains new ideas derived from the world’s leading relationship experts Insights from over 500,000 pieces of client feedback worldwide With tips and guidance from an adman, organisational change agent, couples’ counsellor and co-founder of The Client Relationship Consultancy Dip into short chapters and discover a valuable insight on every page REJUVENATE YOUR CLIENT RELATIONSHIPS With the help of this book, you will be able to: Evaluate your client relationships and diagnose issues Recognise your part in a problem Obtain useful and clear feedback Understand, relate to and communicate with your clients Manage yourself and your team members Get the best from your clients so that they get the best from you CONNECTING WITH CLIENTS WILL SAVE YOU TIME, EFFORT AND MONEY AND MAKE LIFE MORE ENJOYABLE.
This volume analyzes real in-flight communications to explain the dynamics of knowledge construction. With the use of a grounded theory approach, real-life scenarios for in-depth interviews with aviation informants were developed and analyzed using discourse analysis. The study revealed aspects of tacit knowledge and expertise behavior that develop in mission-critical environments. Among the findings, the author discovered: • Silence is an interactional element and a substantial contributing factor to both completed flights and aviation incidents/accidents • Hesitation is an early reaction when situational awareness is lacking • The aviation sub-cultures contain several distinct micro-cultures which affect professional responsibility and decision making in micro-environments • Human errors should be acknowledged, discussed and repaired by all actors of the flight model • Non-verbal communication in institutional settings and mediated environments is instrumental to safe and efficient operations The results suggest fruitful applications of theory to explore how knowledge is generated in highly structured, high-risk organizational environments, such as hospitals, nuclear plants, battlefields and crisis and disaster locations. Katerinakis explains the emergent knowledge elements in communication command with messages “spoken-heard-understood-applied," from multiple stakeholders... The interplay of theory and real-flight examples, with key interlocutors, creates a valuable narrative both for the expert reader and the lay-person interested in the insights of hospitals, nuclear plants, battlefields, safety and rescue systems, and crisis and disaster locations. Ilias Panagopoulos, PhD Command Fighter Pilot, Col (Ret) Senior Trainer, Joint Aviation Authorities (JAA) Training Organisation Safety Manager, NATO Airlift Management Programme In this path-breaking work, Theodore Katerinakis brings the study of human communication to the airplane cockpit as a knowledge environment. Toward that end, drawing on his own experience with the Air Force and Aviation Authorities and interviews with flight controllers and scores of pilots, Katerinakis both builds on moves beyond human factors research and ecological psychology... It is a work of theoretical value across disciplines and organizational settings and of practical importance as well. His lively narrative adds to translational research by translating knowledge or evidence into action in mission-critical systems. Douglas V. Porpora, PhD Professor of Sociology & Director Communication, Culture and Media Drexel University
Take a seat—the captain’s seat, that is—and relax. You’re about to land a Boeing 747. “Brilliant.” —The Sunday Times A Daily Mail and Spectator Best Book of the Year A Points Guy Best Book of the Year The mystery of flight is magical; the reality even more so—from the physics that keeps a 450-ton vehicle aloft, to the symphony of technology and teamwork that safely sets it down again. Take it from Mark Vanhoenacker—British Airways pilot, international bestselling author, and your new flight instructor. This is How to Land a Plane. Vanhoenacker covers every step—from approach to touchdown— with precision, wit, and infectious enthusiasm. Aided by dozens of illustrations, you’ll learn all the tools and rules of his craft: altimeters, glidepaths, alignment, and more. Before you know it, you’ll be on the ground, exiting the aircraft with a whole new appreciation for the art and science of flying. “A good choice for anyone who's fantasized about suddenly having to get an aircraft safely down on the ground . . . walks you through some of the basics of flight and landing, from how to recognize a cluster of instruments known as the ‘six pack’ to knowing what purpose the PAPI lights near the runway serve.” —Popular Science “A work of humorous and outright poetic travel geekery.” —National Geographic Traveler
Human error is now the main cause of aircraft accidents. However, in many cases the pilot simply falls into a trap that has been left for him/her by the poor design of the flight deck. This book addresses the human factors issues pertinent to the design of modern flight decks. Comprising of invited chapters from internationally recognised experts in human factors and flight deck design, contributions span the world of industry, government research establishments and academia. The book brings together the practical experience of professionals across the human factors and flight deck design disciplines to provide a single, all-encompassing volume. Divided into two main parts, part one of the book examines: the benefits of human engineering; flight deck design process; head down display design; head-up display design; auditory warning systems; flight control systems, control inceptors and aircraft handling qualities; flight deck automation; and human-computer interaction on the flight deck and anthropometrics for flight deck design. Part two is concerned with flight deck evaluation - the human factors evaluation of flight decks; human factors in flight test and the regulatory viewpoint Of interest to all human factors professionals operating in high technology, high-risk dynamic industries as well as those engaged directly in aerospace activities, the book will also be of key importance to engineers with an interest in human factors for flight deck design, academics and third year and post-graduate human factors/ergonomics and psychology students.
Don’t just survive adversity: turn it to your advantage To succeed as a high-performing leader today, you need to know how to navigate extreme change and uncertainty. Toolkit for Turbulence unpacks the mindset and methods used by top leaders and teams to assess, adapt, and respond to unforeseen challenges and ambiguity. With this book, you’ll learn how to seize the unexpected as an opportunity to develop your leadership capabilities and build a more adaptive team. From visual models to guided frameworks, Toolkit for Turbulence shares easy-to-implement core tools that you can use to construct your own leadership solutions — solutions that suit the unique needs of your team, your enterprise, and your community. Authors Graham Winter and Martin Bean CBE share timely advice and practical strategies, together with compelling, real-world stories from prominent executive leaders across a variety of industries. In Toolkit for Turbulence, you’ll discover how top leaders succeed even in times of crisis. Backed by performance psychology, the tools in this book will show you how to build the flexibility and resilience your team needs to thrive in a volatile, unpredictable world. In Toolkit for Turbulence, you’ll learn how to: Be an advantage leader: a leader who welcomes disruption, grasps opportunities to adapt, and builds teams and cultures capable of turning adversity into advantage Use learning loops and training canvases to guide your team in responding effectively and continuously to challenges Recognise and embrace nonlinear challenges, which require leaders and teams to adopt new ways of thinking and working Be responsive and proactive (rather than reactive and defensive) and recalibrate when things don’t go as expected Develop a resilient, adaptive leadership mindset, training your mind and transforming the way you think and behave With Toolkit for Turbulence, executives and leaders at all levels can build their strategies for weathering today’s only certainty: uncertainty. Its crucial insights into how to pivot dynamically and successfully will prepare you to navigate the unexpected with your organisation and your team — every day, in real life and real time.
This is the first available edited collection of chapters on human performance in general aviation. Each chapter has been written by someone with knowledge of both the research literature and the operational background of general aviation. Chapters are designed to survey the current state of knowledge in areas critical to general aviation and to spell out both the operational implications of this knowledge and the directions needed for future research. Topics covered include strategies for flight instruction; the development of computer-based training; stress and decision making; skill development; the involvement of general aviation pilots in incidents and accidents; human factors implications of GPS use and the future of aircraft design and development in general aviation. The book provides an authoritative outline of currently applicable human factors knowledge for general aviation and a valuable guide to future developments. It features a foreword by Dr Stan Roscoe.
#1 Amazon Bestseller in Leadership Wall Street Journal Bestseller An F-14 fighter pilot’s top lessons for leading fearlessly—and bringing a team to peak performance As an aviation pioneer, Carey D. Lohrenz learned what fearless leadership means in some of the most demanding and extreme environments imaginable: the cockpit of an F-14 and the flight deck of an aircraft carrier. Here, her teams had to perform at their peak—or lives were on the line. Faltering leadership was simply unacceptable. Through these experiences, Lohrenz identified a fundamental truth: high-performing teams require fearless leaders. Since leaving the Navy, she’s translated that lesson into a new field, helping top business leaders, from Fortune 500 executives to middle managers, supercharge performance in today’s competitive business environments. In Fearless Leadership, Lohrenz walks you through the three fundamentals of real fearlessness—courage, tenacity, and integrity—and then reveals fearless leadership in action, offering advice on how to set a bold vision, bring the team together (as wingmen, not Top Gun mavericks), execute effectively, and stay resilient through hard times. Whether you’re stepping into your first leadership role or looking to get out of a longstanding rut, Fearless Leadership will act like your afterburner—rocketing you to ever-higher levels of performance.
#1 NATIONAL BESTSELLER * NEW YORK TIMES BESTSELLER “Terrifying…buckle up for a chilling summer read.” —People (Best Books of the Week) “The perfect thriller! A must-read.” —Gillian Flynn “Stunning and relentless. This is Jaws at 35,000 feet.” —Don Winslow You just boarded a flight to New York. There are one hundred and forty-three other passengers onboard. What you don’t know is that thirty minutes before the flight your pilot’s family was kidnapped. For his family to live, everyone on your plane must die. The only way the family will survive is if the pilot follows his orders and crashes the plane. Enjoy the flight.
