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What to Ask: How to Learn What Customers Need but Don't Tell You
by Andrea Belk OlsonDoes capturing customer feedback feel like a pointless exercise? No matter the number of surveys, interviews, or studies conducted, we regularly fail to uncover those gems needed to make our organization stand out. It&’s no surprise given that &“expert&” guidance states the obvious, like &“Ask open-ended questions,&” &“Identify patterns,&” or &“Extract insights.&” What&’s needed is a way to discover what we&’re missing. Traditional customer feedback methods ignore two essential sources of insight: context and behavior. These reveal the WHY behind the WHAT, eliminating the ambiguity of open-ended customer feedback—and this requires a different approach.In What to Ask, author Andrea Belk Olson, CEO of applied behavioral science consulting firm Pragmadik, and head of the University of Iowa JPEC startup incubator, delivers a unique, cognitive method for discovering hidden customer needs, converting them quickly into differentiators, and avoiding the pitfalls of traditional research.Olson also details how individuals and organizations can better tune into customer needs by sharpening their strategic focus, cultivating customer-focused behaviors, and challenging cognitive biases. For anyone faced with discovering what customers really want, What to Ask delivers a concise approach for spotting those unspoken customer needs and converting them into real customer innovations.
What to Expect When No One's Expecting
by Jonathan V. LastLook around you and think for a minute: Is America too crowded?For years, we have been warned about the looming danger of overpopulation: people jostling for space on a planet that's busting at the seams and running out of oil and food and land and everything else.It's all bunk. The "population bomb" never exploded. Instead, statistics from around the world make clear that since the 1970s, we've been facing exactly the opposite problem: people are having too few babies. Population growth has been slowing for two generations. The world's population will peak, and then begin shrinking, within the next fifty years. In some countries, it's already started. Japan, for instance, will be half its current size by the end of the century. In Italy, there are already more deaths than births every year. China's One-Child Policy has left that country without enough women to marry its men, not enough young people to support the country's elderly, and an impending population contraction that has the ruling class terrified.And all of this is coming to America, too. In fact, it's already here. Middle-class Americans have their own, informal one-child policy these days. And an alarming number of upscale professionals don't even go that far--they have dogs, not kids. In fact, if it weren't for the wave of immigration we experienced over the last thirty years, the United States would be on the verge of shrinking, too.What happened? Everything about modern life--from Bugaboo strollers to insane college tuition to government regulations--has pushed Americans in a single direction, making it harder to have children. And making the people who do still want to have children feel like second-class citizens.What to Expect When No One's Expecting explains why the population implosion happened and how it is remaking culture, the economy, and politics both at home and around the world.Because if America wants to continue to lead the world, we need to have more babies.
What Unites Us: Reflections On Patriotism
by Dan Rather Elliot KirschnerAN INSTANT NEW YORK TIMES BESTSELLER "I find myself thinking deeply about what it means to love America, as I surely do. " --Dan Rather At a moment of crisis over our national identity, venerated journalist Dan Rather has emerged as a voice of reason and integrity, reflecting on--and writing passionately about--what it means to be an American. Now, with this collection of original essays, he reminds us of the principles upon which the United States was founded. Looking at the freedoms that define us, from the vote to the press; the values that have transformed us, from empathy to inclusion to service; the institutions that sustain us, such as public education; and the traits that helped form our young country, such as the audacity to take on daunting challenges in science and medicine, Rather brings to bear his decades of experience on the frontlines of the world's biggest stories. As a living witness to historical change, he offers up an intimate view of history, tracing where we have been in order to help us chart a way forward and heal our bitter divisions. With a fundamental sense of hope, What Unites Us is the book to inspire conversation and listening, and to remind us all how we are, finally, one.
What Video Games Have to Teach Us about Learning and Literacy
by James Paul GeeJames Paul Gee talks about his experience of learning and using video games. He looks at major specific cognitive activities - to develop a sense of identity, to grasp meanings, to pick a role model and to perceive the world.
What We Build with Power: The Fight for Economic Justice in Tech
by David Delmar SentíesA historically conscious manifesto calling for worker organizing in tech, led by Black and Latinx technologistsWhat We Build with Power is an urgent call for organizing shared strategies in order to disrupt the tech industry and move toward a more economically inclusive and equitable workforce.Economic disparities between White, Black, and Latinx workers persist. Activist and organizer David Delmar Sentíes argues that tech is in a position to move beyond empty platitudes and toward an organized workforce that values the economic well-being of Black and Latinx communities. Delmar Sentíes uses his firsthand experience as the founder of Resilient Coders—a free and stipended nonprofit coding bootcamp that trains people of color from low income communities for careers as software engineers—to highlight how we must identify and dismantle the intentional systemic barriers in tech that are precluding nonwhite people from participating in their cities&’ prosperity. He shows how diversity and inclusion initiatives fail, reveals how philanthropic efforts often exacerbate racial inequalities, and argues for a total overhaul of tech culture.
What We Did in Bed: A Horizontal History
by Brian Fagan Nadia DurraniA social history that pulls back the covers on the most intimate piece of furniture in our lives: &“Entertaining . . . will keep you awake long into the night.&” —Paul Chrystal, author of The History of Sweets Louis XIV ruled France from his bedchamber. Winston Churchill governed Britain from his during World War II. Travelers routinely used to bed down with complete strangers, and whole families shared beds in many preindustrial households. Beds were expensive items—and often for show. Tutankhamun was buried on a golden bed, wealthy Greeks were sent to the afterlife on dining beds, and deceased middle-class Victorians were propped up on a bed in the parlor. In this sweeping social history that spans seventy thousand years, Brian Fagan and Nadia Durrani look at the endlessly varied role of the bed through time. This was a place for sex, death, childbirth, storytelling, and sociability as well as sleeping. But who did what with whom, why, and how could vary incredibly depending on the time and place. It is only in the modern era that the bed has transformed into a private, hidden zone—and its rich social history has largely been forgotten. Includes photographs
What We Made: Conversations on Art and Social Cooperation
by Tom FinkelpearlIn What We Made, Tom Finkelpearl examines the activist, participatory, coauthored aesthetic experiences being created in contemporary art. He suggests social cooperation as a meaningful way to think about this work and provides a framework for understanding its emergence and acceptance. In a series of fifteen conversations, artists comment on their experiences working cooperatively, joined at times by colleagues from related fields, including social policy, architecture, art history, urban planning, and new media. Issues discussed include the experiences of working in public and of working with museums and libraries, opportunities for social change, the lines between education and art, spirituality, collaborative opportunities made available by new media, and the elusive criteria for evaluating cooperative art. Finkelpearl engages the art historians Grant Kester and Claire Bishop in conversation on the challenges of writing critically about this work and the aesthetic status of the dialogical encounter. He also interviews the often overlooked co-creators of cooperative art, "expert participants" who have worked with artists. In his conclusion, Finkelpearl argues that pragmatism offers a useful critical platform for understanding the experiential nature of social cooperation, and he brings pragmatism to bear in a discussion of Houston's Project Row Houses. Interviewees. Naomi Beckwith, Claire Bishop, Tania Bruguera, Brett Cook, Teddy Cruz, Jay Dykeman, Wendy Ewald, Sondra Farganis, Harrell Fletcher, David Henry, Gregg Horowitz, Grant Kester, Mierle Laderman Ukeles, Pedro Lasch, Rick Lowe, Daniel Martinez, Lee Mingwei, Jonah Peretti, Ernesto Pujol, Evan Roth, Ethan Seltzer, and Mark Stern
What We Now Know About Race and Ethnicity
by Michael BantonAttempts of nineteenth-century writers to establish "race" as a biological concept failed after Charles Darwin opened the door to a new world of knowledge. Yet this word already had a place in the organization of everyday life and in ordinary English language usage. This book explains how the idea of race became so important in the USA, generating conceptual confusion that can now be clarified. Developing an international approach, it reviews references to "race," "racism," and "ethnicity" in sociology, anthropology, philosophy, and comparative politics and identifies promising lines of research that may make it possible to supersede misleading notions of race in the social sciences.
What We Really Do All Day: Insights from the Centre for Time Use Research (Pelican Books)
by Jonathan Gershuny Oriel SullivanHow has the way we spend our time changed over the last fifty years?Are we really working more, sleeping less and addicted to our phones?What does this mean for our health, wealth and happiness?Everything we do happens in time and it feels like our lives are busier than ever before. Yet a detailed look at our daily activities reveals some surprising truths about the social and economic structure of the world we live in. This book delves into the unrivalled data collection and expertise of the Centre for Time Use Research to explore fifty-five years of change and what it means for us today.
What We Talk About When We Talk About Crime
by Jennifer FleetwoodAn examination of the increasingly public nature of crime and confession—from live-streamed offenses to Prince Andrew&’s Newsnight interview—by a noted writer & lecturer in criminology. Over the past few decades, there has been a remarkable rise in the number of people who speak publicly about their experience of crime. These personal accounts used to be confined to private or professional settings—the police station, the courtroom, a helpline or in a counselor&’s office—but today bookshops heave with autobiographies by prisoners, criminals, police, and lawyers; streaming platforms like Netflix and YouTube host hours of interviews with serial killers, death row residents, vigilantes, and gang members; true-crime podcasts like Criminal often feature episodes focusing entirely on one person&’s narrative; and some offenders even live-stream their crimes. In this fascinating new book, British criminologist Jennifer Fleetwood compellingly examines seven high-profile &“crimes&” which are known to us via a public, first-person account to try to make sense of the social, political, and cultural consequences that this confessional impulse has on our lives. From Howard Marks&’s autobiography Mr. Nice to Shamima Begum&’s 2019 Times interview; from the documentary The Real Mo Farah to Prince Andrew&’s disastrous Newsnight interview; from Chanel Miller&’s victim impact statement to episodes of Criminal and Myra Hindley&’s prison letters, Fleetwood invites us to think differently about the abundance of personal stories about crime that circulate in public life.
What Were They Thinking?
by Jeffrey PfefferEvery day companies and their leaders fail to capitalize on opportunities because they misunderstand the real sources of business success.Based on his popular column in Business 2.0, Jeffrey Pfeffer delivers wise and timely business commentary that challenges conventional wisdom while providing data and insights to help companies make smarter decisions. The book contains a series of short chapters filled with examples, data, and insights that challenge questionable assumptions and much conventional management wisdom. Each chapter also provides guidelines about how to think more deeply and intelligently about critical management issues. Covering topics ranging from managing people to leadership to measurement and strategy, it's good organizational advice, delivered by Dr. Pfeffer himself.
What Women Want: Evidence from British Social Attitudes
by Geoff DenchOver the last few decades, families in many highly developed nations (such as Great Britain) have been held together by grandparents. Yet as single motherhood spreads into this generation, extended families without men or work are becoming more common. The proportion of single mothers with daughters who are also state-dependent single mothers is growing. The British underclass has arrived. Women who can see this happening around them, and understand its roots, are the ones most able to revive traditional values, but policymakers are looking the other way. This fuels alienation from mainstream political parties.What Women Want argues that sociology and social policy in Britain have failed to recognize how women's orientation to paid work and a career remains different from men's. Most women now have paid jobs, but the happiest are those working only part time, with plenty of time to enjoy motherhood and being a homemaker. A revised sexual division of labor has emerged; and the author argues that denial of this in Britain may be contributing to the breakdown of family life.A working male partner is a major factor in making women happy. The least content are single mothers dependent on state welfare who know that the state expects them to repay its support by becoming full-time workers when their children reach a certain age. Many single mothers may be victims of policies prioritizing work for women. Single motherhood has grown alongside male male breadwinners. This is a new edition of a book previously distributed only in the United Kingdom.
What Women Want: A Therapist, Her Patients, and Their True Stories of Desire, Power, and Love
by Maxine Mei-Fung ChungA profound and intimate exploration of female desire and identity, as studied through the lives of seven female therapy patients by award-winning psychotherapist Maxine Mei-Fung Chung. Sigmund Freud once said: &‘The great question that has never been answered, and which I have not yet been able to answer, despite my thirty years of research into the feminine soul, is &“What does a woman want?&”' Through the relatable and moving stories of seven very different women, Maxine Mei-Fung Chung refutes this inscrutability and sheds light on our most fundamental needs and desires. From a young bride-to-be struggling to accept her sexuality, to a mother grappling with questions of identity and belonging, and a woman learning to heal after years of trauma, What Women Want is an electrifying and deeply intimate exploration into the inner lives of women. Based on hours of conversations between Maxine and her patients, this book lays bare our fears, hopes, secrets and capacity for healing. With great empathy and precision, What Women Want presents a fearless look into the depths of who we are, so that we can better understand each other and ourselves. To desire is an action. This extraordinary book liberates and empowers us to claim what we truly want.
What Work Is (Working Class in American History)
by Robert BrunoA distinctive exploration of how workers see work For more than twenty years, Robert Bruno has taught labor history and labor studies to union members from a wide range of occupations and demographic groups. In the class, he asked his students to finish the question “Work is—?” in six words or less. The thousands of responses he collected provide some of the rich source material behind What Work Is. Bruno draws on the thoughts and feelings experienced by workers in the present day to analyze how we might design a future of work. He breaks down perceptions of work into five categories: work and time; the space workers occupy; the impact of work on our lives; the sense of purpose that motivates workers; and the people we work for, in all senses of the term. Far-seeing and sympathetic, What Work Is merges personal experiences with research, poetry, and other diverse sources to illuminate workers’ lives in the present and envision what work could be in the future.
What Work Means: Beyond the Puritan Work Ethic
by Claudia StraussWhat Work Means goes beyond the stereotypes and captures the diverse ways Americans view work as a part of a good life. Dispelling the notion of Americans as mere workaholics, Claudia Strauss presents a more nuanced perspective. While some live to work, others prefer a diligent 9-to-5 work ethic that is conscientious but preserves time for other interests. Her participants often enjoyed their jobs without making work the focus of their life. These findings challenge laborist views of waged work as central to a good life as well as post-work theories that treat work solely as exploitative and soul-crushing. Drawing upon the evocative stories of unemployed Americans from a wide range of occupations, from day laborers to corporate managers, both immigrant and native-born, Strauss explores how diverse Americans think about the place of work in a good life, gendered meanings of breadwinning, accepting financial support from family, friends, and the state, and what the ever-elusive American dream means to them. By considering how post-Fordist unemployment experiences diverge from joblessness earlier, What Work Means paves the way for a historically and culturally informed discussion of work meanings in a future of teleworking, greater automation, and increasing nonstandard employment.
What Works: Gender Equality By Design
by Iris BohnetGender equality is a moral and a business imperative. But unconscious bias holds us back, and de-biasing peopleâe(tm)s minds has proven to be difficult and expensive. Diversity training programs have had limited success, and individual effort alone often invites backlash. Behavioral design offers a new solution. By de-biasing organizations instead of individuals, we can make smart changes that have big impacts. Presenting research-based solutions, Iris Bohnet hands us the tools we need to move the needle in classrooms and boardrooms, in hiring and promotion, benefiting businesses, governments, and the lives of millions. What Works is built on new insights into the human mind. It draws on data collected by companies, universities, and governments in Australia, India, Norway, the United Kingdom, the United States, Zambia, and other countries, often in randomized controlled trials. It points out dozens of evidence-based interventions that could be adopted right now and demonstrates how research is addressing gender bias, improving lives and performance. What Works shows what more can be doneâe"often at shockingly low cost and surprisingly high speed.
What Works for Women at Work: Four Patterns Working Women Need to Know
by Joan C. Williams Rachel Dempsey Anne-Marie SlaughterUp-beat, pragmatic, and chock full of advice, What Works for Women at Work is an indispensable guide for working women. An essential resource for any working woman, What Works for Women at Work is a comprehensive and insightful guide for mastering office politics as a woman. Authored by Joan C. Williams, one of the nation’s most-cited experts on women and work, and her daughter, writer Rachel Dempsey, this unique book offers a multi-generational perspective into the realities of today’s workplace. Often women receive messages that they have only themselves to blame for failing to get ahead—Negotiate more! Stop being such a wimp! Stop being such a witch! What Works for Women at Work tells women it’s not their fault. The simple fact is that office politics often benefits men over women. Based on interviews with 127 successful working women, over half of them women of color, What Works for Women at Work presents a toolkit for getting ahead in today’s workplace. Distilling over 35 years of research, Williams and Dempsey offer four crisp patterns that affect working women: Prove-It-Again!, the Tightrope, the Maternal Wall, and the Tug of War. Each represents different challenges and requires different strategies—which is why women need to be savvier than men to survive and thrive in high-powered careers. Williams and Dempsey’s analysis of working women is nuanced and in-depth, going far beyond the traditional cookie-cutter, one-size-fits-all approaches of most career guides for women. Throughout the book, they weave real-life anecdotes from the women they interviewed, along with quick kernels of advice like a “New Girl Action Plan,” ways to “Take Care of Yourself”, and even “Comeback Lines” for dealing with sexual harassment and other difficult situations.
What Works in Executive Coaching: Understanding Outcomes Through Quantitative Research and Practice-Based Evidence
by Erik de HaanThis book reviews the full coaching outcome research literature to examine the arguments and evidence behind the use of executive coaching. Erik de Haan presents the definitive guide to what works in coaching and what changes coaching brings about, both for individual coaches and for organisations and commissioners. Accessibly written and based on contemporary quantitative research into coaching effectiveness, this book considers whether we know that coaching works, and, if so, whom it works for, and what it offers to those involved. What Works in Executive Coaching considers the entire body of academic literature on quantitative research in executive and workplace coaching, assessing the significant results and explaining how to apply them. Each chapter contains direct applications to coaching practice and clearly evaluates the evidence, defining what really works in executive coaching. Alongside its companion volume Critical Moments in Executive Coaching, this book is an essential guide to evidence-based effectiveness in coaching. It will be a key text for all coaching practitioners, including those in training.
What Works in Nordic School Policies?: Mapping Approaches to Evidence, Social Technologies and Transnational Influences (Educational Governance Research #15)
by John Benedicto Krejsler Lejf MoosThis book offers an original contribution to the area of international research on comparative education policies and the influence of transnational agencies on national school policy and reform. With a focus on grasping what the Nordic model or the Nordic dimension means in school and educational policy, the book explores in depth the school policy contexts of the five Nordic countries Denmark, Finland, Iceland, Norway and Sweden. It demonstrates how these particular national contexts engage with and contextualize transnational collaboration on issues like school reform, accountability, evidence and what works, and digitalization. The book situates these policy issues over a long period of time while integrating the latest developments and reforms. It demonstrates how context matters. It shows how the often elusive, but pervasive Nordic dimension can only be fully understood by painstaking scrutiny of the five national contexts, their particular trajectories and mutual interactions in formal and informal education.
What Works, What Doesn’t: Case Studies in Applied Behavioral Science (Behaviorally Informed Organizations)
by Dilip SomanHow well do behavioral science interventions translate and scale in the real world? Consider a practitioner who is looking to create behavior change through an intervention – perhaps it involves getting people to conserve energy, increase compliance with a medication regime, reduce misinformation, or improve tax collection. The behavioral science practitioner will typically draw inspiration from a previous study or intervention to translate into their own intervention. The latest book in the Behaviourally Informed Organizations series, What Works, What Doesn’t (and When) presents a collection of studies in applied behavioral research with a behind-the-scenes look at how the project actually unfolded. Using seventeen case studies of such translation and scaling projects in diverse domains such as financial decisions, health, energy conservation, development, reducing absenteeism, diversity and inclusion, and reducing fare evasion, the book outlines the processes, the potential pitfalls, as well as some prescriptions on how to enhance the success of behavioral interventions. The cases show how behavioral science research is done – from getting inspiration to adapting research into context, designing tailored interventions, and comparing and reconciling results. With contributions from leading academics and seasoned practitioners, What Works, What Doesn’t (and When) provides prescriptive advice on how to make behavior change projects happen and what pitfalls to watch out for.
What Would Freud Do?: How the greatest psychotherapists would solve your everyday problems
by Sarah TomleyWhat Would Freud Do? uses the key ideas of more than 80 psychological thinkers, past and present, to shine new light onto today's everyday problems. Ever wondered what a great therapist like Freud or Jung would have to say about your horrible boss, your phone-checking addiction or an occasional wish to cheat on your partner? Ever wished someone would explain why you sometimes act like an idiot just when you want to look good, or generally keep doing things you don't really want to do?From Erich Fromm on how to find Mr/Mrs Right, to Jaak Panksepp on road rage and Magda Arnold on how to deal with 'banter', these theorists have intriuging suggestions for ways to see and do things differently. Divided into five sections, including 'What am I like?', and 'Why am I acting like this?', other questions include:-'My family's a nightmare -- shall I cut them off?'-'Is my partner lying to me?'-'Why do I keep buying the same brand all the time?'-'How can I stop people unfriending me on social media?'-'Why do I lie when she says "Does my bum look big in this?"'With Sarah Tomley's enlightening commentary throughout, this book provides the answers to the most deep and meaningful (or, indeed, shallow and meaningless) questions that you have ever pondered. A pocket guide to facing the hurdles and obstacles of life, with the advice of all the greatest psychologists at your fingertips.
What Would Nietzsche Do?: How the greatest philosophers would solve your everyday problems (What Would Ser.)
by Marcus WeeksLet the greatest minds of every generation advise you on the everyday problems in your life.
What Would the Aunties Say?: A brown girl's guide to being yourself and living your best life
by Anchal SedaIn this groundbreaking book, beauty influencer and podcaster Anchal Seda openly and honestly explores the shared experiences of "the brown girls" from Indian, Pakistani, and Bangladeshi women living in the Western world. What Would the Aunties Say? is packed full of advice to help you handle our culture, be yourself, live your best life, and, of course, deal with the Aunties. Navigating the ups and downs of life in our community can be challenging. We live in a very different world today to our parents, uncles, aunties, and grandparents, which comes with lots of unwritten rules and expectations. But you're not alone. Filled with humour and warmth, and based on the podcast of the same name, in What Would the Aunties Say? Anchal shares her own experiences with the stories and dilemmas of other young women like her. It takes you through every aspect of life – from education and career, beauty standards and colourism, to dating and marriage, as well as mental health and therapy, racism and inequality – and of course, your relationship with your family. This book will make you laugh and cry and nod your head in recognition. It will help you handle the challenges we face and encourage you to embrace the benefits of the fusion of East and West while inspiring you to be unapologetically yourself.
What Would You Do If You Ran the World?: Everyday Ideas From Women Who Want to Make the World a Better Place
by Shelly RachanowIn her first book, Shelly Rachanow asked a question, What would You do if you ran the world? that really resonated with her thousands of readers. Many have sent letters and emails answering her question by sharing great ideas for making the world a better place for our loved ones, ourselves, our community, and our world. What Would You Do If You Ran the World? is the culmination of brave, beautiful, brilliant, creative, and totally possible ideas that women have shared, complemented by inspiring quotes from famous women and action lists like "Ten Things You Can Start Doing Now. " Rachanow's warm and encouraging voice motivates readers to join other amazing women who are kicking serious butt for the good of all, like a teenage girl and CNN hero, kids in Zimbabwe saving their part of the planet, and a busy mom who is not too busy to work every day to help impoverished families live better lives. From learning to listen to your own guiding voice to galvanizing the women in your life, from getting involved in your own community, to reaching clear across the world, she shows the way we can all live a satisfying life of "inspiration in action".
What You Are Getting Wrong About Appalachia
by Elizabeth CatteIn 2016, headlines declared Appalachia ground zero for America's "forgotten tribe" of white working class voters. Journalists flocked to the region to extract sympathetic profiles of families devastated by poverty, abandoned by establishment politics, and eager to consume cheap campaign promises. What You Are Getting Wrong About Appalachia is a frank assessment of America's recent fascination with the people and problems of the region. The book analyzes trends in contemporary writing on Appalachia, presents a brief history of Appalachia with an eye toward unpacking Appalachian stereotypes, and provides examples of writing, art, and policy created by Appalachians as opposed to for Appalachians. The book offers a must-needed insider's perspective on the region.