The Mayo Clinic is one of the world’s most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic´s service culture and systems from the inside by conducting personal interviews as well as observing hundreds of clinician-patient interactions. The result is Management Lessons from Mayo Clinic, a book about how the Clinic´s business concept produces stellar clinical results, organizational efficiency, and interpersonal service. 1. Language: English. Narrator: Dave Summers. Audio sample: http://samples.audible.de/bk/amai/000081/bk_amai_000081_sample.mp3. Digital audiobook in aax.
A coming of age story for Theloneus and an epic journey by the statuesque paternal figure, Sterling. There is no other way to categorize this experience than life. In this volume of the Relationships series, Lessons Before Dying establishes a foundation of learnings rooted in trials, discoveries and triumphs. If you enjoyed the 2016 box office smash movie Moonlight (winner of 2017 Best Picture Academy Award), this is the book for you! 1. Language: English. Narrator: Leonard Jenkins, Eugene Bell, Brenda Mitchell, Justin Moore, Rhonda Nembhard, Onik Obu, Rultz Raymond. Audio sample: http://samples.audible.de/bk/acx0/096425/bk_acx0_096425_sample.mp3. Digital audiobook in aax.
Hap Collins is an east Texas redneck, with a liberal bent, and a weakness for Texas women. Leonard Pine is a black, gay, Vietnam veteran. Not who you´d normally pick for best friends but there you go. Together they share an affinity for the martial arts and are a bundle of trouble, but trouble is what they love. When an old friend of Leonard tells him that his daughter is dating an abusive, no-good drug dealer, Leonard does the only thing a man of his disposition would do: he offers to get her back, and invites Hap along for the fun. Wrapped in the Texas heat, they raid the drug dealer´s hideout, rescue the girl, cause general chaos, and then proceed to teach the dealer a lesson by flushing ounces of raw cocaine down the toilet. That was their first mistake. Turns out the lowly hoods are pawns in a vast crime operation known as the Dixie Mafia, and when the Mafia comes calling for Hap and Leonard an all out car chase gunfight ensues, people die but Hap and Leonard come out on top. Their second mistake, however, was busting up one of the Dixie Mafia henchmen, who happened to be undercover FBI. Now they find themselves under arrest with only one chance to clear their name. The FBI has a Mafia man who is ready flip, but he will only do it if they can assure safe passage for him and his son. The problem is his son has skipped town with a load of the Mafia´s money - some three hundred thousand dollars worth. In exchange for a clean slate, the FBI wants Hap and Leonard to find him and make sure he and the cash are returned safely. Not even Hap and Leonard can imagine the killers they will come up against this time. Suffice to say, they are big, fast, and deadly, but none of them are as smart or lethal as the legendary Vanilla Ride, who Hap and Leonard are just about to meet. 1. Language: English. Narrator: Phil Gigante. Audio sample: http://samples.audible.de/bk/brll/001708/bk_brll_001708_sample.mp3. Digital audiobook in aax.
Mike Leonard is a lucky man. It´s not everyone who gets parents like Jack and Marge. At 87, Jack is a pathological optimist with an inexhaustible gift of gab. Marge, Jack´s bride of 60 years, though cut from the same rough bolt of Irish immigrant cloth, is his polar opposite, pessimistic and proud of it. What was their son, Mike, thinking when he took a sabbatical from his job with NBC News so he could pile these two world-class originals along with three of his grown kids and a daughter-in-law into a pair of rented RVs and hit the road for a month? Mike was thinking that he wanted to give his parents the ultimate family reunion. And so, one February morning, three generations of Leonards set out on their journey under the dazzling Arizona sky. Thirty minutes later, one of the humongous recreational vehicles has an unplanned meeting with a concrete island at a convenience store. Thus begins the adventure of a lifetime, and an absolute gem of a book. 1. Language: English. Narrator: Mike Leonard. Audio sample: http://samples.audible.de/bk/rand/000813/bk_rand_000813_sample.mp3. Digital audiobook in aax.
Mike Leonard is a lucky man. It´s not everyone who gets parents like Jack and Marge. At 87, Jack is a pathological optimist with an inexhaustible gift of gab. Marge, Jack´s bride of 60 years, though cut from the same rough bolt of Irish immigrant cloth, is his polar opposite, pessimistic and proud of it. What was their son, Mike, thinking when he took a sabbatical from his job with NBC News so he could pile these two world-class originals along with three of his grown kids and a daughter-in-law into a pair of rented RVs and hit the road for a month? Mike was thinking that he wanted to give his parents the ultimate family reunion. And so, one February morning, three generations of Leonards set out on their journey under the dazzling Arizona sky. Thirty minutes later, one of the humongous recreational vehicles has an unplanned meeting with a concrete island at a convenience store. Thus begins the adventure of a lifetime, and an absolute gem of a book. 1. Language: English. Narrator: Marc Cashman. Audio sample: http://samples.audible.de/bk/bkot/000709/bk_bkot_000709_sample.mp3. Digital audiobook in aax.
The leader´s guide to building a service powerhouse using the approach that made Mayo Clinic the number one healthcare system in America. Mayo Clinic is among the best service organizations in the world. It fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. This classic business guide offers a rare, up-close look at the best practices that drive Mayo Clinic´s success. By examining the operating principles that guide every management decision at this legendary institution, authors Leonard Berry and Kent Seltman: Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Present a proven prescription for creating sustainable service excellence Learn how to apply the Clinic´s winning methods to your own organization: business concepts that produce stellar results, effective organizational efficiency, and world-class interpersonal service. 1. Language: English. Narrator: Gary Regal. Audio sample: http://samples.audible.de/bk/graw/000240/bk_graw_000240_sample.mp3. Digital audiobook in aax.
The Second City has launched the careers of celebrated comic performers such as Tina Fey and Stephen Colbert and produced award-winning content. But it´s the actual improvisational process developed and honed over the years by The Second City that has become its legacy. Players master an ability to cocreate in ensembles using philosophies that celebrate a ´´yes, and´´ approach. They embrace authenticity and failure and espouse the idea of ´´following the follower´´, which allows any member of the team to assume a leadership role. For more than two decades, The Second City has taken these same principles to thousands of corporate clients, showing leaders how to apply the tools of improv to common business challenges. Here, for the first time, Second City executives Kelly Leonard and Tom Yorton describe how you can use the same skills that thrill audiences around the world to improve your emotional intelligence, increase creativity, and learn to pivot out of tight and uncomfortable situations. In this engaging, often humorous, and highly practical audiobook, you will learn how to become a more compelling leader and a more collaborative follower by employing the seven elements of improv: Yes, And, by which you give every idea a chance on which to be acted Ensemble, reconciling the needs of individuals with those of the broader team Cocreation, which highlights the importance of dialogue in creating new products, processes, and relationships Authenticity, or being unafraid to speak truth to power, challenge convention, and break the rules Failure, teaching us that not only is it okay to fail, but we should always include it as part of our process Follow the Follower, which gives any member of the group the chance to assume a leadership role Listening, in which you learn to stay in the moment and know the difference between listening to understand and listening merely to respond 1. Language: English. Narrator: Alan Winter. Audio sample: http://samples.audible.de/bk/harp/004409/bk_harp_004409_sample.mp3. Digital audiobook in aax.
The subject of the Academy Award-winning documentary The Lady in Number 6: Music Saved My Life, Alice Herz-Sommer was the world’s oldest Holocaust survivor when she died on February 23, 2014. A Century of Wisdom is the true story of her life - an inspiring story of resilience and the power of optimism. Before her death at 110, the pianist Alice Herz-Sommer was an eyewitness to the entire last century and the first decade of this one. She had seen it all, surviving the Theresienstadt concentration camp, attending the trial of Adolf Eichmann in Jerusalem, and along the way coming into contact with some of the most fascinating historical figures of our time. As a child in Prague, she spent weekends and holidays in the company of Franz Kafka (whom she knew as ´´Uncle Franz”), and Gustav Mahler, Sigmund Freud, and Rainer Maria Rilke were friendly with her mother. When Alice moved to Israel after the war, Golda Meir attended her house concerts, as did Arthur Rubinstein, Leonard Bernstein, and Isaac Stern. Until the end of her life, Alice, who lived in London, practiced piano for hours every day. Despite her imprisonment in Theresienstadt and the murders of her mother, husband, and friends by the Nazis, and much later the premature death of her son, Alice was victorious in her ability to live a life without bitterness. She credited music as the key to her survival, as well as her ability to acknowledge the humanity in each person, even her enemies. A Century of Wisdom is the remarkable and inspiring story of one woman’s lifelong determination - in the face of some of the worst evils known to man - to find goodness in life. It is a testament to the bonds of friendship, the power of music, and the importance of leading a life of material simplicity, intellectual curiosity, and never-ending optimism. Praise for A Century of Wisdom: ´´An instruction manual for a life well lived.” (i 1. Language: English. Narrator: Linda Korn. Audio sample: http://samples.audible.de/bk/rand/002913/bk_rand_002913_sample.mp3. Digital audiobook in aax.