From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

"I'm getting a life's lesson about grace from my mother in the ICU. We never stop learning from our mothers, do we?" UNFORGETTABLE is a son's spirited, affecting, and inspiring tribute to his remarkable mother and the love between parent and child. When NPR's Scott Simon began tweeting from his mother's hospital room in July 2013, he didn't know that his missives would soon spread well beyond his 1.2 million Twitter followers. Squeezing the magnitude of his final days with her into 140-character updates, Simon's evocative and moving meditations spread virally. Over the course of a few days, Simon chronicled his mother's death and reminisced about her life, revealing her humor and strength, and celebrating familial love. UNFORGETTABLE, expands on those famous tweets to create a memoir that is rich, deeply affecting, heart-wrenching, and exhilarating. His mother was a glamorous woman of the Mad Men–era; she worked in nightclubs, modeled, dated mobsters and movie stars, and was a brave single parent to young Scott Simon. Spending their last days together in a hospital ICU, mother and son reflect on their lifetime's worth of memories, recounting stories laced with humor and exemplifying resilience. UNFORGETTABLE is not only one man's rich and moving tribute to his mother's colorful life and graceful death, it is also a powerful portrayal of the universal bond between mother and child.

Renowned psychologist and bestselling author of The Dance of Anger sheds new light on the two most important words in the English language, "I'm sorry," and offers a unique perspective on the challenge of healing broken relationships and restoring trust. Dr. Harriet Lerner has been studying apologies for more than two decades, namely, why some people won't give them. Now she offers compelling stories and solid theory that demonstrates the transformative power of making amends and what is required for healing when the damage we've inflicted (or received) is far from simple. Readers will learn how to craft a meaningful apology and avoid signals of insincerity that only deepen suffering. In Why Won't You Apologize? Lerner challenges the popular notion that forgiveness is the only path to peace of mind and helps those who have been injured to resist pressure to forgive too easily. She explains what drives both the non-apologizer and the over-apologizer, and why the people who do the worst things are the least able to own their misdeeds. With her trademark humour and wit, Lerner offers a joyful and sanity-saving guide to setting things right.

Mastering the American Accent is an easy-to-follow approach for reducing the accent of non-native speakers of English. Well-sequenced lessons in the book correspond over eight hours of audio files covering the entire text. The audio program provides clear models (both male and female) to help coach a standard American accent. The program is designed to help users speak Standard American English with clarity, confidence, and accuracy. The many exercises in the book concentrate on topics such as vowel sounds, problematic consonants such as V, W, TH, the American R and T and others. Correct lip and tongue positions for all sounds are discussed in detail. Beyond the production of sounds, the program provides detailed instruction in prosodic elements such as syllable stress, emphasis, intonation, linking words for smoother speech flow, common word contractions, and much more. Additional topics that often confuse ESL students are also discussed and explained. They include distinguishing between casual and formal speech, homophones (e.g., they're and there), recognizing words with silent letters (e.g., comb, receipt), and avoiding embarrassing pronunciation mistakes, such as mixing up "pull" and "pool." Students are familiarized with many irregular English spelling rules and exceptions, and are shown how such irregularities can contribute to pronunciation errors. A native language guide references problematic accent issues for 13 different language backgrounds. Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product.

Why is it so challenging to create and keep meaningful friendships? Amanda Anderson provides the wise and witty answers, giving practical advice and sharing personal stories to guide us toward the kinds of friendships we long for. Blending faith-based insights and psychological truths, All My Friends Have Issues is a liberating guide to finding and becoming an authentic and encouraging friend. “Anderson becomes the friend we’ve always needed and, in the process, helps us become a better friend.” —Elisa Morgan, president emerita of MOPS International, speaker, and author of The Beauty of Broken “Be ready to laugh and then to learn as Amanda shares her weaknesses and foibles in her relationships with herself and her friends.” —David Stoop, PhD, clinical psychologist and author of You Are What You Think “A captivating and often hilarious book.” —Milan and Kay Yerkovich, authors of How We Love and How We Love Our Kids “Fun and informative. . . . A book I highly recommend!” —Debbie Alsdorf, speaker and author of It’s Momplicated and The Faith Dare “Warm, funny, authentic, and relatable.” —Vivian Mabuni, speaker and author of Open Hands, Willing Heart

Ten years after the death of Elisabeth K bler-Ross, this commemorative edition of her final book combines practical wisdom, case studies, and the authors' own experiences and spiritual insight to explain how the process of grieving helps us live with loss. Includes a new introduction and resources section. Elisabeth K bler-Ross's On Death and Dying changed the way we talk about the end of life. Before her own death in 2004, she and David Kessler completed On Grief and Grieving, which looks at the way we experience the process of grief. Just as On Death and Dying taught us the five stages of death--denial, anger, bargaining, depression, and acceptance--On Grief and Grieving applies these stages to the grieving process and weaves together theory, inspiration, and practical advice, including sections on sadness, hauntings, dreams, isolation, and healing. This is "a fitting finale and tribute to the acknowledged expert on end-of-life matters" (Good Housekeeping).

A modern parenting classic—a guide to a new and gentle way of understanding the care and nurture of infants, by the internationally renowned childcare expert, podcaster, and author of No Bad Kids “An absolute go-to for all parents, therapists, anyone who works with, is, or knows parents of young children.”—Wendy Denham, PhD A Resources for Infant Educarers (RIE) teacher and student of pioneering child specialist Magda Gerber, Janet Lansbury helps parents look at the world through the eyes of their infants and relate to them as whole people who have natural abilities to learn without being taught. Once we are able to view our children in this light, even the most common daily parenting experiences become stimulating opportunities to learn, discover, and connect with our child. A collection of the most-read articles from Janet’s popular and long-running blog, Elevating Child Care focuses on common infant issues, including: • Nourishing our babies’ healthy eating habits • Calming your clingy, fearful child • How to build your child’s focus and attention span • Developing routines that promote restful sleep Eschewing the quick-fix tips and tricks of popular parenting culture, Lansbury’s gentle, insightful guidance lays the foundation for a closer, more fulfilling parent-child relationship, and children who grow up to be authentic, confident, successful adults.

From the globally acclaimed, best-selling novelist and author of We Should All Be Feminists, a timely and deeply personal account of the loss of her father: “With raw eloquence, Notes on Grief … captures the bewildering messiness of loss in a society that requires serenity, when you’d rather just scream. Grief is impolite ... Adichie’s words put welcome, authentic voice to this most universal of emotions, which is also one of the most universally avoided” (The Washington Post). Notes on Grief is an exquisite work of meditation, remembrance, and hope, written in the wake of Chimamanda Ngozi Adichie's beloved father’s death in the summer of 2020. As the COVID-19 pandemic raged around the world, and kept Adichie and her family members separated from one another, her father succumbed unexpectedly to complications of kidney failure. Expanding on her original New Yorker piece, Adichie shares how this loss shook her to her core. She writes about being one of the millions of people grieving this year; about the familial and cultural dimensions of grief and also about the loneliness and anger that are unavoidable in it. With signature precision of language, and glittering, devastating detail on the page—and never without touches of rich, honest humor—Adichie weaves together her own experience of her father’s death with threads of his life story, from his remarkable survival during the Biafran war, through a long career as a statistics professor, into the days of the pandemic in which he’d stay connected with his children and grandchildren over video chat from the family home in Abba, Nigeria. In the compact format of We Should All Be Feminists and Dear Ijeawele, Adichie delivers a gem of a book—a book that fundamentally connects us to one another as it probes one of the most universal human experiences. Notes on Grief is a book for this moment—a work readers will treasure and share now more than ever—and yet will prove durable and timeless, an indispensable addition to Adichie's canon.

Touchstone, together with Viewpoint, is a six-level English program, based on research from the Cambridge English Corpus. Touchstone Second Edition Full Contact with DVD, Level 1 includes four key components of the Touchstone Second Edition series: Student's Book, Level 1; Workbook, Level 1; Level 1 Video Activity Pages; and Video on DVD.

We fear pandemics but what if a pandemic made you immortal? Book 1 in the series is FREE! Dr Donna Rigden is fed up with her job. When she loses the most important person in her life, she makes plans to start over. When this falls through, she resigns - big mistake. Donna is now on Forrest's hit list. Convinced to make a move, Donna refuses to leave the US without visiting her parents and grandparents graves. Ambushed at the cemetery, she's shot and wakes up on her way to the UK. This was not what Donna had in mind. Richard Triplet rescues Donna, but wants more from her than she's willing to give. Feeling trapped and desperate, she turns to a new friend for comfort. Sir Richard, Donna's new employer showers her with luxury and makes her an offer she can't refuse. Once she's signed the contract, he asks her to use her medical expertise to commit murder. Donna's world is turned upside down. Donna must make a life changing choice. Once made, there's no going back. Was it the right choice? Death strikes! Sam, the infirmary's doctor, is ordered to give his patient an untested drug. Sam knows the drug is either a cure or a curse, but goes against his patient's wishes. Will he stand by his Hippocratic Oath or cave and follow Sir Richard's orders? Immortality Gene? What about Sir Richard? How does he fit into this equation? What's his motivation? Sir Richard Triplet is a member of a secret society, who operates in the grey area on the edge of the law. This makes him a target for religious fanatics and conspiracy theorists, but Sir Richard knows a secret and has his own agenda. He knows, in the year 7141, the Earth will be destroyed by an apocalyptic collision with a rogue planetoid. This scale of cataclysm will destroy all life on earth - no room in the aftermath - even for a dystopian civilization. Should Sir Richard be concerned? It's not his problem - right? He'll be dead and gone by then. Maybe - maybe not. Sir Richard has a plan, already in action. One of the key elements in his plan is to manipulate the mechanisms of life and greatly extend the human lifespan. Does Sir Richard's quest to live forever offer our happy ever after? Let's re-evaluate this situation. If you were to become immortal would you feel more inclined to worry about an event taking place thousands of years into the future? I would be, but what about the ethical and social implications of immortality? What about overpopulation, living space and the diminishing food supply? What about the wars waged to control this miracle, and the all-important biblical phrase: Genesis 6:3: "And the LORD said, My spirit shall not always strive with man, for that he also is flesh: yet his days shall be an hundred and twenty years." 'Immortality Gene' is the first book in the 'A Vested Interest' series. It's based on advanced technology, currently under development. 'Immortality Gene' covers the development of a genetically engineered virus. Along the way the series deals with corporate jealousy at its highest levels, greed, spite, vengeance, nanotechnology, medicine, murder, mystery, love and betrayal, and, of course, the very essence of life itself. The Series This full length novel, book one sets the stage for a series involving: romance suspense science fiction mystery action comedy Paranormal wolves do play a part in the series but no vampires (yet). Immortality Gene is a unique blend of thriller, romance and science fiction. If you like books by Michael Crichton, Danielle Steel and Dan Brown, stories combining complex plots, compelling characters, and scientific explanation, then you'll love Immortality Gene. Be warned - this first e-book is long (780+ pages) but usually free!