Here is a practical guide to doing psychotherapy which, unlike most other manuals that present an idealized view of the therapist-patient relationship, shows what the therapeutic encounter is really like. Using detailed excerpts from clinical protocols, and without omitting the inevitable mistakes that a therapist will make, Dr....

Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service....