Download or read book Dangerous Thresholds written by Forrest E. Morgan and published by Rand Corporation. This book was released on 2008-07-29 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: Escalation is a natural tendency in any form of human competition, and today's security environment demands that the United States be prepared for a host of escalatory threats. This analysis of escalation dynamics and approaches to escalation management draws on a range of historical examples from World War I to the struggle against global Jihad to inform escalation-related decisionmaking.

Download or read book Customer Escalation Management Handbook written by Marci Reynolds and published by Independently Published. This book was released on 2019-03-28 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer escalations are on the mind of many support leaders today. They can take up a significant amount of time, negatively impact business results and can have a morale impact on employees. Escalations are stressful.This handbook will help you learn: Escalation process best practices; How to prevent escalations; How and when call center agents should transfer an escalation call; Approaches to understand why customers escalate; How to train and empower your team members; Key phrases and scripting for effectively handling escalation conversations; Why escalations can be a good thing; How to keep your boss and the C Levels happy; The importance of follow up.Prevent and manage complaints and customer escalations. Achieve the best outcomes for customers, employees and your business.

Download or read book Alliances Nuclear Weapons and Escalation written by Stephan Frühling and published by ANU Press. This book was released on 2021-12-14 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an era of great power competition, the role of alliances in managing escalation of conflict has acquired renewed importance. Nuclear weapons remain the ultimate means for deterrence and controlling escalation, and are central to US alliances in Europe and the Indo-Pacific. However, allies themselves need to better prepare for managing escalation in an increasingly challenging geostrategic and technological environment for the US and its allies. While the challenge of great power competition is acute at both ends of Eurasia, adversary threats, geography and the institutional context of US alliances differ. This book brings together leading experts from Europe, Northeast Asia, the United States and Australia to focus on these challenges, identify commonalities and differences across regions, and pinpoint ways to collectively manage nuclear deterrence and potential escalation pathways in America’s 21st century alliances. ‘Nuclear weapons play an important role in deterrence and preventing military conflict between great powers, while also posing an existential threat to humanity. It is vital that we have a nuanced understanding of this important challenge, so that such weapons are never used. This book offers many important perspectives and makes a significant contribution to the overall debate about these powerful weapons.’ — The Hon Julie Bishop, Chancellor, The Australian National University, Former Foreign Minister of Australia ‘This timely book identifies a wide range of challenges US alliances both in the Indo-Pacific and Euro-Atlantic face as they seek to ensure the value of US extended deterrence, particular the US nuclear umbrella, against China and Russia. This unique collection of chapters written by experts in US allies in both regions presents widely varying security perceptions and priorities. To understand such differences is the key to globally strengthen the US alliance systems, which are a significant advantage Washington enjoys over the two competitors.’ — Yukio Satoh, former President of The Japan Institute of International Affairs (JIIA) ‘This is a timely and thoughtful collection of essays that should serve to jumpstart public discussion and debate—the absence of which is widely noted and much bemoaned. Each contributor examines an aspect of the complicated, multifaceted nuclear debate by discussing the range of dilemmas from deterrence to disarmament. The various views set out here are more relevant than ever as Russia, China and the United States flex their nuclear muscles in new and sometimes dangerous ways. This book should be read by anyone interested in the preventing the use of nuclear weapons and understanding complexities of alliances in an increasingly dangerous world.’ — Madelyn Creedon, former Principal Deputy Administrator of the US National Nuclear Security Administration and Assistant Secretary of Defense for Global Strategic Affairs

Download or read book Coalition Management and Escalation Control in a Multinuclear World written by Jacquelyn Davis and published by Naval Institute Press. This book was released on 2020-10-15 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: Coalition Management and Escalation Control in a Multinuclear World examines the impact of new technologies on twenty-first-century crisis management and armed conflict, as well as the unprecedented number and types of actors involved in current and potential flash-points. The book's basic thesis is that new technologies are changing how wars are fought and providing a broadening range of escalation options. Cyber weapons and artificial intelligence, as well as social media, blur traditional escalation thresholds with important consequences for deterrence. Nuclear weapons possessors, especially nations and powers new to their use, may have differing strategies concerning how, when, why, or where such weapons should be used either for purposes of deterrence or as actual warfighting instruments. Today's global map differs drastically from all previous eras, not only in the types and numbers of actors but also in the level of lethality, as well as the range and accuracy of weapons available with which to threaten or actually conduct battle. A world of Great Power competition, together with non-state armed groups contains risks for miscalculation including the possibility of catalytic warfare.

Download or read book Dangerous Thresholds Managing Escalation in the 21st Century written by and published by . This book was released on 2008 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: The subject of escalation has received little attention in U.S. strategic thought since the end of the Cold War. With prospects of conflict between nuclear-armed superpowers receding in memory, few policymakers, security analysts, or military leaders have worried about the danger of wars spinning out of control or considered how to manage these risks. Yet there are important reasons to examine the dynamics of escalation in the current security environment. Although the United States retains its nuclear superiority and has demonstrated the ability to pro- project overwhelming force in most conventional conflicts, strategic conditions have changed considerably in the past 15 years, and new adversaries have emerged. These developments could find the United States in escalatory situations that its leaders, schooled in ideas developed during the Cold War, are ill equipped to anticipate or manage. Understanding escalation is particularly important to the U.S. Air Force because of its unique ability to strike deep within enemy territory and the emphasis in Air Force doctrine on rapid strategic attack to achieve shock, paralysis, and escalation dominance. The Air Force recognizes the importance of understanding and managing the risks of escalation. In 2004, Director of Air Force Strategic Planning Major General Ronald J. Bath sponsored a war game in which uncontrolled escalation occurred, surprising players and controllers alike. Because this experience was just one in a series of escalatory events occurring in major war games over the past several years, General Bath recommended to Air Force Chief of Staff General John P. Jumper that the RAND Corporation be tasked to examine the risks of escalation in the current security environment and offer recommendations on how the Air Force can best anticipate and manage those risks.

Download or read book Customer Escalations Management The Golden Recipe written by Nikolaos Zormpas and published by Nikolaos Zormpas . This book was released on 2022-02-06 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate

Download or read book Back to the brink written by Tim Sweijs and published by The Hague Centre for Strategic Studies. This book was released on 2016-03-10 with total page 69 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book On Escalation written by Herman Kahn and published by Routledge. This book was released on 2017-07-12 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this widely discussed and influential book, Herman Kahn probes the dynamics of escalation and demonstrates how the intensification of conflict can be depicted by means of a definite escalation ladder, ascent of which brings opponents closer to all-out war. At each rung of the ladder, before the climb proceeds, decisions must be made based on numerous choices. Some are clear and obvious, others obscure, but the options are always there. Thermonuclear annihilation, says Kahn, is unlikely to come through accident; but nations may elect to climb the ladder to extinction. The basic material for the book was developed in briefings delivered by Kahn to military and civilian experts and revised in the light of his findings of a trip to Vietnam in the 1960s. In On Escalation he states the facts squarely. He asks the reader to face unemotionally the terrors of a world fully capable of suicide and to consider carefully the alternatives to such a path. In the never-never land of nuclear warfare, where nuclear incredulity is pervasive and paralyzing to the imagination even for the professional analyst, salient details of possible scenarios for the outbreak of war, and even more for war fighting, are largely unexplored or even unnoticed. For scenarios in which war is terminated, the issues and possibilities of which are almost completely unstudied, the situation is even worse. Kahn's discussion throws light on the terrain and gives the individual a sense of the range of possibilities and complexities involved and are useful.

Download or read book De Escalate written by Douglas E. Noll and published by Simon and Schuster. This book was released on 2017-09-12 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world.

Download or read book Managing Escalation written by Alexandra T Evans and published by . This book was released on 2024-04-30 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The return of great-power competition has highlighted the risks of conflict with nuclear-armed great powers. Such a conflict would entail escalation risks that the United States has not seriously considered since the Cold War. Using three historical case studies, the authors examine decisionmakers' ability to identify adversary thresholds and to apply this information to control escalation during militarized crises between nuclear-armed states.

Download or read book Managing Escalation While Competing Effectively in the Indo Pacific written by Bryan Frederick and published by . This book was released on 2023-02-15 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report assesses how China may react to U.S. military activities in the Indo-Pacific. It provides a framework of factors likely to determine Chinese responses and advises how the characteristics of activities may affect the risk of escalation.

Download or read book Escalation and Negotiation in International Conflicts written by I. William Zartman and published by Cambridge University Press. This book was released on 2005-12-08 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume examines the point where the concepts and practices of escalation and negotiation meet.

Download or read book Account Episodes written by Peter Schönbach and published by Cambridge University Press. This book was released on 2010-08-26 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: An investigation into responsibility and accountability in account episodes, and into the circumstances under which these episodes are successful or unsuccessful.

Download or read book Jab s Con truction Co t Escalation Engineering and Management Cpm written by Joseph A. Brown and published by Xlibris Corporation. This book was released on 2011-01-27 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Deterrence and Escalation in Competition with Russia written by Stephen Watts and published by Rand Corporation. This book was released on 2022-01-20 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this report, the authors seek to understand how the United States might use its military posture in Europe?particularly focusing on ground forces?as part of a strategy to deter Russian malign activities in the competition space.

Download or read book Crucial Decisions in Severe Traumatic Brain Injury Management Criteria for Treatment Escalation written by Mathieu Van Der Jagt and published by Frontiers Media SA. This book was released on 2021-11-08 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Managing Escalation in the Western Pacific written by Peter Bacon (MPP) and published by . This book was released on 2016 with total page 61 pages. Available in PDF, EPUB and Kindle. Book excerpt: