Personality Disorder: Temperament or Trauma? an Account of an Emancipatory Research Study Carried Out by Service Users Diagnosed With Personality Disorder (Forensicfocus, 23)
Personality Disorder (PD) is one of the most difficult psychological conditions to classify and treat and in the past literature on the subject has tended to neglect the invaluable viewpoint of sufferers themselves. Drawing on extensive research carried out in conjunction with service users, Heather Castillo seeks to adjust this imbalance and looks at the classification and treatment of PD from the service users' viewpoint. This book emphasizes the need for health professionals to reassess their approach to the condition and allows those with PD to effectively define themselves and their illness.
Seasoned pilot and aviation writer Olsen offers portraits of four kinds of peacetime flying that aren’t too well known to the public but put aircraft and pilots at the kind of risk commonly associated with combat. It’s hard to imagine a more gripping book for aviation buffs than Olsen’s depiction of some of the hairier aspects of service networks usually taken for granted and seldom properly noticed by the media. --Roland Green
This book provides a systematic review of what current statistics and data on working-age people with disabilities can and cannot tell us, and how the quality of the data can be improved to better inform policymakers, advocates, analysts, service providers, administrators, and others interested in this at-risk population.
Behavioral Guide to Personality Disorders is the first behaviorally-based reference guide on Personality Disorders and their applicability in vocational, therapeutic, and other rehabilitation service agencies. Chapters cover each personality disorder from a learning theory perspective; the 'Do's and Don'ts' on how to manage personality types in service delivery systems (called 'personality management'); and predictors of each personality disorder for vocational, therapeutic, and rehabilitation outcomes.
Business English - Customer Service over the Phone
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.
