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For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Appropriate for grades K-12, this reader-friendly, practical book offers you a solid foundation for developing an individualized classroom management plan that suits your unique instructional philosophy. This book examines a variety of models of classroom management arranged according to their primary focus: classroom management as discipline, classroom management as a system, and classroom management as instruction. Presenting a scholarly review of the research base on classroom management, this book will show you how each of the models effectively addresses current Interstate New Teacher Assessment and Support Consortium (INTASC) standards. In the third edition, the practical orientation of previous editions has been retained while providing you with an updated view of classroom management models and research.

College Algebra in Context, Fourth Edition is ideal for students majoring in business, social sciences, and life sciences. The authors use modeling, applications, and real-data problems to develop skills, giving students the practice they need to become adept problem solvers in their future courses and careers. This revision maintains the authors focus on applying math in the real world through updated real-data applications. Features such as Group Activities and Extended Applications promote collaborative learning, improve communication and research skills, and foster critical thinking. MyMathLab has increased exercise coverage, pre-built sample assignments, and Ready-to-Go course options that make it easier to get started with online homework.

For all introductory, clinical, and preventive courses in dental hygiene and dental assisting that cover preventive dental modalities and concepts. Organized for consistency, coherence, and readability, this fully updated text covers all areas of prevention in dental care. It first describes dental diseases and conditions, helping students clearly understand the processes that can be prevented through the use of preventive modalities or ideas. Next, it presents detailed strategies to prevent these diseases and conditions. Throughout, specific target populations are defined and described based upon scientifically valid preventive strategies aimed at their needs. This edition improves student understanding with more photos, illustrations, diagrams, and tables; highlights fun facts about the topic; adds a new chapter on the important influence culture plays in preventive dental care; and is supported by many new web-based review questions and case studies for each chapter.

For one-term freshman/sophomore-level courses in Human Relations, Interpersonal Relations, or Relationships. This text helps students learn to take responsibility for themselves, make wiser choices, improve their relationships, appreciate all kinds of diversity, and live happier, fulfilling, and productive lives. In writing Person to Person 5.e, Sharon Hanna, Doug Radtke, and Rose Suggett sought to delve into a skill too often glossed over or taken for granted in all our lives: building positive relationships is not an accident; each one requires understanding and effort. Because the self is the foundation of all relationships, one of the goals of this text is self-discovery and self-satisfaction, with an emphasis on heightened self-esteem, and the ability to make wise choices regarding emotional and physical health. Because through interpersonal communication human beings interact and relate to one another, it is essential to learn how to communicate in a positive way; the overriding goal of the second section of this text. Learning about oneself and developing effective communication skills will help build positive relationships. The last section of this book teaches about various interactions and all kinds of relationships. Career, love, couple relationships, marriage, and family are given special emphasis. Today the workplace demands interpersonal and communication skills. This book can assist its readers in all walks of life and can help them live positively in a world of diversity.

For courses in Automotive Engines, Engine Rebuilding, Engine Machining and Engine Repair. Thoroughly updated to meet the latest ASE and NATEF task requirements, Automotive Engines: Theory and Servicing, Seventh Edition, features a new full-color design and more effective organization that makes teaching and learning easier! Colorful illustrations and photos along with easier navigation and organization of topics help students effectively study all aspects of automotive engine repair, including cooling and lubrication systems. The text retains its trademark emphasis on diagnosis and troubleshooting, including Tech Tip and Real World Fix boxes that offer true diagnostic stories from the field.

For courses in Automotive Electrical Systems and Electronics, Engine Performance, and Emissions Testing. Diagnosis and Troubleshooting of Automotive Electrical, Electronic, and Computer Systems, Sixth Edition, covers both automotive electrical and engine performance topics all in one book. NATEF-correlated, the text presents the principles and practices of diagnosis and troubleshooting of automotive electrical, electronic, and computer systems in a clear, concise format and at a level of detail that far exceeds most similar texts.

For lab courses in Physical Geology. A top-seller for over 35 years with over one million copies sold, this lab manual represents by far the best collection of photos of rocks and mineralsand one of the best compilations of exercisesavailable. With exercises using maps, aerial photos, satellite imagery, and other materials, this classic manual encompasses all the major geologic processes as well as the identification of rocks and minerals. All changes in the Twelfth Edition are based on reviewer feedback.

For courses in Automotive Steering, Suspension, and Brakes; Automotive Chassis Systems; and Undervehicle (Under-Car) Service Workshops. Automotive Chassis System, 6e is organized around the ASE automobile test content area for Brakes (A5) and Suspension and Steering (A4). Featuring complete coverage of parts, operation, design, and troubleshooting techniques, it correlates material to task lists specified by ASE and NATEF and emphasizes a diagnostic approach throughout. Chapter features include Tech Tips, Diagnostic Stories, High-Performance Tips, Frequently Asked Questions and more.

For courses in Research Methods in Criminal Justice and Criminology. Teaches research fundamentals with a grounded, real-world approach. Research Methods in Criminal Justice, 9/e teaches contemporary research methods using examples of real criminological and criminal justice studies to illustrate concepts and techniques. Hagans best-selling approach familiarizes students with examples of research in the field as they learn fundamental research skills. The text emphasizes sources and resources of classic and contemporary research in the field and helps students and professionals better understand the extensive diversity of research available and in progress in criminal justice. The logical organization carries students through the sequence of the research process, but is flexible enough to allow instructors to customize the text to suit their courses.

For sophomore or junior-level courses in industrial engineering. Divided into two major areas of study work systems, and work methods, measurement, and management this guidebook provides up-to-date, quantitative coverage of work systems and how work is analyzed and designed. Thorough, broad-based coverage addresses nearly all of the traditional topics of industrial engineering that relate to work systems and work science. The authors quantitative approach summarizes many aspects of work systems, operations analysis, and work measurement using mathematical equations and quantitative examples.

Aspiring and practicing professionals get the authoritative help they need to become highly effective teachers by applying the books numerous research-based teaching strategies, lesson plans, and step-by-step guidance for teaching reading and writing. This practical, comprehensive text focuses on helping aspiring and practicing professionals become highly effective teachers. In turn, their students will develop as proficient readers and writers who are well on their way to becoming college and career ready. The author accomplishes this using landmark research that focuses on using highly effective practices, such as setting goals, monitoring progress, and implementing teaching strategies, and provides information on the average percentile gains achieved when these practices are instituted. Readers get step-by-step guidance for teaching reading and writing, including sample lessons for virtually every major literacy skill/strategy30 lessons that incorporate the key elements of effective assessment and instruction. This new edition continues to emphasize how to adapt instruction for struggling readers and writers, English language learners, and special needs students and includes powerful new research-based teaching techniques that work especially well with struggling readers. This edition also stresses effective steps teachers can use to implement Response to Intervention and looks at developing higher-level literacy requirements for reading and writing, including those stemming from Common Core State Standards.

This text emphasizes the physical interpretation of mathematical solutions and introduces applied mathematics while presenting differential equations. Coverage includes Fourier series, orthogonal functions, boundary value problems, Greens functions, and transform methods. This text is ideal for students in science, engineering, and applied mathematics.

For courses in Actuarial Mathematics, Introduction to Insurance, and Personal/Business Finance.This text presents the basic core of information needed to understand the impact of interest rates on the world of investments, real estate, corporate planning, insurance, and securities transactions. The authors presuppose a working knowledge of basic algebra, arithmetic, and percents for the core of the book: their goal is for students to understand well those few underlying principles that play out in nearly every finance and interest problem. There are several sections that utilize calculus and one chapter that requires statistics. Using time line diagrams as important tools in analyzing money and interest exercises, the text contains a great deal of practical financial applications of interest theory as well as its foundational definitions and theorems. It relies on the use of calculator and computer technology instead of tables; this approach frees students to understand challenging topics without wilting under labor-intensive details.

Americas most popular introduction to jazznow with MyMusicLab For undergraduate courses in Jazz History, Jazz Survey, Evolution of Jazz, Introduction to Jazz, and Jazz Appreciation. America's most widely used introduction to jazz text captures the minds of students by teaching the history of the styles and how to actively listen to jazz. While its chronological format serves as a great resource for beginners, Jazz Styles is applicable to more advanced students because of its in-depth analysis of musical elements and its technical appendices that discuss music theory concepts. This new edition incorporates a rich array of online features--including a full interactive eText, streaming audio, and historic performance video-through MyMusicLab. MyMusicLab was developed to help engage students in course material and assess their understanding of the material. With powerful online learning tools integrated into the book, the online and textbook experience is more seamless than ever before. MyMusicLab provides wonderful interactive resources that the instructor can bring directly into the classroom. Teaching and Learning Experience Personalize Learning- The new MyMusicLab delivers proven results in helping students succeed, provides engaging experiences that personalize learning, and comes from a trusted partner with educational expertise and a deep commitment to helping students and instructors achieve their goals. Improve Active Listening- Jazz Styles is celebrated for its detailed listening guides that take students through the key elements in each performance. Through MyMusicLab, these guides are now integrated with streaming audio for a truly integrated listening experience. Engage Students- In the text, an engaging design, historic photographs, and active listening activities engage students in learning, while streaming audio, historic performances by jazz legends, and a full interactive eText in MyMusicLab engage them online. Support Instructors- Supported by the best instructor resources on the market, including a full Instructors Manual, Testbank, MyMusicLab, ClassPrep for digital images.

Mastering Public Speaking equips students with a firm grounding in the hows and whys of public speaking by providing an ideal balance of theory and skills while placing important emphases on critiquing, ethics, and critical thinking. Written in a casual, lively style and clearly organized, the Eighth Edition of Mastering Public Speaking builds on its previous success. The first public speaking book to devote an entire chapter to ethics, the Eighth Edition continues its popular and distinctive emphasis on the ethical contract between speaker and listener. Teaching & Learning Experience Personalize LearningMySpeechLab delivers proven results in helping students succeed, provides engaging experiences that personalize learning, and comes from a trusted partner with educational expertise and a deep commitment to helping students and instructors achieve their goals. With tools such as MediaShare (our video upload and commenting tool), MyOutline, and self-assessments in MyPersonalityProfile, MySpeechLab works with students and instructors to personalize the learning experience and make it more effective. Improve Skill Development and Application Key Points boxes, chapter outlines, marginal glossary entries, and bulleted chapter summaries reinforce instruction and aid student review. Theory into Practice (TIP) features in every chapter help students understand and apply concepts and strategies of public communication to enhance their speaking competence. Engage Students Speaking with Confidence features throughout the Eighth Edition have students explain in their own words how various aspects of the speech process help build confidence. Furthermore, the Eighth Edition of Mastering Public Speaking is more streamlined and user-friendly, has more bulleted lists and new bulleted summaries that make it easier for you to find the chapter content you are looking for, and is formatted in a smaller trim size that makes it easier to carry and use in class. ExploreExamples of a diversity of speakers and occasions: student and professional speakers; classroom and contest student speeches; speeches by two-year, four-year, and graduate school students; informative, persuasive, and special occasion speeches (Ch. 15, 17, 18 & Appendix). Emphasize Learning Outcomes Learning outcomes appear on the chapter-opening spread and correspond to the important concepts covered in each chapter. Additionally, online tools in MySpeechLab, such as MediaShare, provide a strong assessment tool for measuring students mastery of your courses learning outcomes through their speeches. Understand Theory and Research The Eighth Edition provides a current guide to student research using databases, academic search engines, and Internet sources, with an updated emphasis on how to evaluate Internet sites and a new discussion of the use of Wikipedia. In addition, two solid chapters on persuasion highlight persuasive theory and application and types of argument, and include a discussion of logical fallacies. Students also can access Pearsons MySearchLab where students can get extensive help on the research process as well as can access four databases of credible and reliable source material (for details, please see www.mysearchlab.com ). MySearchLab also contains an AutoCite feature that assists students in the creation of a Works Cited document (using APA, MLA, or Chicago formats), as well as Pearsons SourceCheck, which encourages students to accurately document and cite their sources. Support Instructors Strong supplements package along with activities and assessments in MySpeechLab. ClassPrep, located within MySpeechLab, contains videos, lectures, classroom activities, audio clips, and more.

Explores the entire range of research methodologies in psychology. This comprehensive text uses a carefully constructed programmatic approach to introduce topics and systematically build on earlier presentations. Research Methods emphasizes research concepts, as well as specific, technical research strategies, to help students develop an understanding of the underlying rational-empirical processes of science and gain specific research skills. The authors provide clearly written explanations of concepts and numerous examples drawn from all areas of psychology to enable students to develop a sophisticated understanding of the research process. The 8th edition includes an extensive integrated Web site (http://www.mikeraulin.com/graziano8e/) with a variety of resources for students. Learning GoalsUpon completing this book readers will be able to: Understand the concepts of research design Develop research skills based on a knowledge of appropriate research design Develop a sensitivity to ethical issues in research and the skills necessary to address these issues Understand basic statistical concepts

For introductory computer courses on Microsoft Office 2010 or courses in computer concepts with a lab component for Microsoft Office 2010 applications. The goal of the Exploring series has been to move students beyond the point and click, helping them understand the why and how behind each skill. The Exploring series for Office 2010 also enables students to extend the learning beyond the classroom. Students go to college now with a different set of skills than they did five years ago. With this in mind, the Exploring series seeks to move students beyond the basics of the software at a faster pace, without sacrificing coverage of the fundamental skills that everybody needs to know. A lot of learning takes place outside of the classroom, and the Exploring series provides learning tools that students can access anytime, anywhere.The goal of the Exploring series has been to move students beyond the point and click, helping them understand the why and how behind each skill.

The goal of the Exploring series has been to move students beyond the point and click, helping them understand the why and how behind each skill.

For non-majors and mixed-majors introductory botany (plant biology) courses. Plant Biology focuses students on the function of plants and the role they play in our world. With evolved content and a new organization, the authors emphasize the scientific method to help students develop the critical thinking skills they need to make sound decisions throughout life. Together, the emphasis on how plants work and the development of critical-thinking skills support the authors goal of fostering scientific literacy.

Thoroughly updated to cover world affairs through 2012, the brief version of International Relations presents the same approach and coverage but in a streamlined and flexible format. From war and trade to human rights and the environment, this text is praised for being the most current introduction to international relations theory as well as security, economic, and global issues. Applying a broad range of theoretical perspectives to help students analyze what is happening in the world today, International Relations, Brief Edition is perfect for courses where multiple texts are assigned. Teaching and Learning Experience Personalize Learning: MyPoliSciLab delivers proven results in helping students succeed, provides engaging experiences that personalize learning, and comes from a trusted partner with educational expertise and a deep commitment to helping students and instructors achieve their goals. Explore Concepts and Current Events: Drawing on recent political events from Europes sovereign debt crisis to the U.S. withdrawal from Iraq, this text provides a balanced survey of security, economic, and transnational issues and covers a diverse range of theoretical perspectives. Improve Critical Thinking: Policy Perspectives boxes helps students apply international relations theory to current world problems. Engage Students: A four-color design and numerous figures, maps, and photos offer a current and lively reading experience. Emphasize Learning Outcomes: In MyPoliSciLab, study plans based on book-specific learning objectives give students follow-up reading, video, and multimedia activities for further practice. Instructor Support: An instructors manual, test bank, and PowerPoint presentation provide more teaching resources. In MyPoliSciLab, ClassPrep collects class presentation resources in one convenient online destination.

For an introductory course serving pre-service early childhood educators, childcare providers, and social workers Presenting the how-tos of nurturing and protecting children in a community context The sixth edition of Child, Family, and Community: Family-Centered Early Care and Education continues to inform readers on effective home-school communication, strategies for family and community involvement, and socialization and education of young children in home, child care, and educational contexts. As before, the book examines developmental theory (particularly ecological systems theory) and adds diverse perspectives from a base of solid academics, constructivist theory, and the author's own experience. In addition, the sixth edition is written to and provides concrete strategies for a broader audience to better meet the needs of aspiring professionals of all types including educators, social workers, and parents. The theme of the revision is advocacy and new Advocacy in Action features present personal stories of well known professionals who have made a difference in the lives of others. This new edition will truly inspire readers to become advocates themselves to improve the lives of children and families, education, and society.

For introductory computer courses on Microsoft Office 2010 or courses in computer concepts with a lab component for Microsoft Office 2010 applications. The goal of the Exploring series has been to move students beyond the point and click, helping them understand the why and how behind each skill. The Exploring series for Office 2010 also enables students to extend the learning beyond the classroom. Students go to college now with a different set of skills than they did five years ago. With this in mind, the Exploring series seeks to move students beyond the basics of the software at a faster pace, without sacrificing coverage of the fundamental skills that everybody needs to know. A lot of learning takes place outside of the classroom, and the Exploring series provides learning tools that students can access anytime, anywhere.

A conceptual framework for analyzing social welfare policy Dimensions of Social Welfare Policy provides a comprehensive and widely-used framework for analyzing social welfare policies. The text encourages readers to develop their own thoughts on social welfare policy and to explore policy alternatives. Theoretical points are illustrated with examples from a cross-section of program areas including income maintenance, child welfare, model cities, day care, community action, and mental health. The text familiarizes students with the content of major social welfare programs such as TANF, OASDHI, SSI, and Title XX. Learning GoalsUpon completing this book, readers will be able to: Understand current policy issues Reflect on where they stand in regard to controversial policy issues Understand major social welfare programs Better understand CSWEs core competencies and practice behaviors

For courses in undergraduate/graduate-level nursing theory. Nursing Theories: The Base for Professional Nursing Practice, Sixth Edition, is designed to help nurses apply concepts and theories to practice. This useful resource considers the ideas of well-known nursing theorists and relates the work of each to the clinical nursing practice. Chapters are organized to relate the theorist's work to the nursing metaparadigm, clinical nursing practice, characteristics of a theory, and strengths and limitations of the theory.

For introductory computer courses on Microsoft Access 2010 or courses in computer concepts with a lab component on Access. Teach the course YOU want in LESS TIME! The primary goal of the GO! Series, aside from teaching computer applications, is ease of implementation. This approach is based on clearly defined projects for students and a one-of-a-kind supplements package for instructors.

Starting Out with Programming Logic and Design, Third Edition, is a language-independent introductory programming book that orients students to programming concepts and logic without assuming any previous programming experience. In the successful, accessible style of Tony Gaddis best-selling texts, useful examples and detail-oriented explanations allow students to become comfortable with fundamental concepts and logical thought processes used in programming without the complication of language syntax. Students gain confidence in their program design skills to transition into more comprehensive programming courses.The book is ideal for a programming logic course taught as a precursor to a language-specific introductory programming course, or for the first part of an introductory programming course.

For undergraduate courses in facilities planning and material handling. Based on ten years' teaching experience, this text takes a practical, teachable approach to facilities planning and design. A class design project centered on a factory incorporates the theoretical aspects of facilities planning and design. Motivating and illustrating mathematical models wherever possible, the text explores facilities planning, capstone design, and even simulation modelling.

Interdisciplinary exploration of cross-cultural human development throughout the lifespan. Presented in a chronological-within-topics approach, covering the entire lifespan, this text focuses on cultural similarities and differences in human development throughout the world while emphasizing links among theory, research and practical applications. Combining the latest research with vignettes, stories, and personal experiences in their highly-praised, scholarly, yet engaging conversational and frequently humorous writing style, the authors make the study of similarities and differences an exciting experience.

For all one-semester courses in medical terminology in any institution. Using a consistent, logical, and step-by-step approach, this book introduces students to the anatomy and physiology of body systems and the corresponding medical terms related to them. For each body system, broad coverage of anatomy, physiology, pathology, diagnostic procedures, treatment procedures, and pharmacology is provided. The author emphasizes both terms built from Latin and Greek word parts, and modern English terms, helping students develop a full working word part vocabulary they can use to interpret any new term. This edition contains many new terms, and has been reorganized for more efficient learning. To eliminate confusion, Word Building tables have been removed from each chapter and the terms have been distributed throughout the pathology, diagnostic procedure, and treatment procedure tables, where they are more immediately relevant to students.