First Sentence:
"Undertaking formal performance appraisals is not usually an activity most managers relish, but it's an important part of the job of a manager."

Short, practical, concise help for dealing with customers,
Quick and easy read, lots of valuable tips
This book is succinct and easy to reference. I have 20+ years customer service experience and WOULD recommend this book to anyone who is open-minded to trying new tools and techniques. If you are having trouble with customers, change your approach. This book will help you do just that.

First Sentence:
"Before we start you on the path to writing better performance goals and before we explain how to use this book to help improve both individual work performance and overall performance of your work unit or company, we need to place performance goals within "

This book is too basic and repetitive for experienced presenters, but extremely useful for those who are very new to the field, lack confidence, and/or are non-native speakers of English. It presents exact phrases, even entire speeches, for a variety of situations (including formal events). This can be great jumping-off point if you're unsure of yourself in this kind of situation. Although not written for this particular purpose, the book is an excellent choice for any international businessperson who is new to making presentations to Americans and is not 100% confident speaking in English.