An AHA Press/Jossey-Bass Publication A comprehensive array of detailed, useful strategies to improve customer service are presented in this easy-to-use manual. Health care administrators, managers, and supervisors in any provider organization, regardless of size, will benefit from core service strategies like: Establishing high standards of customer service Helping staff hear the voice of the customer Hiring customer service pros Helping staff cope better in a stressful atmosphere Reducing anxiety to increase satisfaction and more!

Product Description: Poetry. LGBT Studies. Limited Edition. In this special series of eight perfect-bound books, each book is an anthology and a conversation between the guest curator and the elder(s) she hosts. In ELDERS SERIES #6, Kate Eichhorn hosts M...read more

Product Description: In our competitive health care environment, managers need a variety of skills to excel in the diverse roles they are expected to perform. The Indispensable Health Care Manager offers managers the vital information and tools they need to succeed in today's tumultuous workplace environment...read more (view table of contents, read Amazon.com's description)

Product Description: The narrator of this Governor General’s Award-winning novel does not have a name. She is simply a grotesque “fat woman,” getting larger every day—a clown, a monster, in her own words, with no self, no identity save her enormous mound of flesh, its blubber, its perceived deformity...read more

Product Description: A welfare cheque floats down the river, a cowboy spreads the Word of the Lord and crotches tick like clocks: the world of Spare Parts is unpredictable, evocative and vividly distorted. Its initial appearance, in 1981, caused a stir; at a time when linear narrative was the m...read more

Product Description: The sailor is a mature man who has dropped out of society. Since meeting Sister Russell, a nun who ministers to the down and out, his life has become bearable again. But when he returns to Saint Laurent Boulevard, Richard Daudelin is seen, and accused by another man of being involved in the murder of an innocent, back when Daudelin was mixed up with the dangerous elements of society...read more

Fiction. It is October, 1980, the 10th anniversary of the October Crisis. In a bathtub in a rooming house near the city's heart, Montreal's 'Main,' a woman is trying to negotiate her personal passage from Quebec's politically turbulent 70's to the threatening bleakness of the 80's. She is negotiating other passages too: from a passionate 'open' love affair with a male left leader, and from deep involvement in far left politics, to a new way of life and living whose form she knows can only be grasped as she speaks it.

Product Description: In contemporary Paris, a diarist persistently gathers the remains of an epoch, accompanied by the literary ghost of Walter Benjamin, whose famous Paris arcades project serves as a kind of Baedeker. But, little by little, she becomes an amalgam of her detritus— including a touch of ressentiment...read more

Product Description: A variety of tools--including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition--demonstrate how to build and maintain an organizational culture of service quality improvement...read more (view table of contents, read Amazon.com's description)

Product Description: It is a hot June day. A woman sits in a bar in Montreal’s Main, waiting. Pushing down the disturbing scene (the police, a blanket) she saw that morning in the park. To focus herself, she tries to guess the stories of other women who come and go as the day darkens into night: the teenager Nanette; Adele of Halifax, who’s constantly on a train; a woman just back from Cuba; two lesbian lovers (one’s a “cowgirl”); Z...read more

Product Description: The Changing Role of Health Care Managers A valuable guide that helps health care managers redefine their responsibilities so they can function more effectively in this dramatically evolving industry. The authors identify and describe the ten key role shifts that are part of making the transition to a new, more dynamic style of leadership...read more (view table of contents, read Amazon.com's description)

Product Description: Book by Leebov, Wendy, Vergare, Michael, Scott, Gail

Product Description: Scott writes of women, community and writing, tracing the effect of fiction upon theory, and theoretical thinking upon fictional text.