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** Grand Prize Winner of the 2017 Nautilus Book Award ** Are you struggling to deal with conflict in your life? In Negotiating the Nonnegotiable, Harvard negotiation expert Daniel Shapiro introduces a groundbreaking method to bridge the toughest divides--whether with family members, colleagues, or in the polarized world of politics. He reveals the hidden power of identity in fueling conflict, and presents a practical framework to reconcile even the most contentious situations. Field-tested around the world, the results are empowering. Product details Format Paperback | 352 pages Dimensions 137

Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and

Darth Vader has been secretly pursuing his own agenda, but now it is time for the End of Games. As Inspector Thanoth returns with some startling information, it seems that Vader may have passed his master's tests. But even after finding favor in the eyes of the Emperor, the Dark Lord's schemes may yet prove his undoing... Plus, the killer droids Triple-Zero and Beetee wreak havoc in their own homicidal adventure! Marvel's in-depth exploration of the Dark Side of Star Wars goes from strength to strength! COLLECTING: DARTH VADER 20-25 Product details Format Paperback | 176 pages Dimensions 16