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69% of customers and clients say their feelings in a store or office determine whether they will bring their business back.

In Store A, you're assaulted by a pushy clerk sporting a fake smile and rung up by a grumpy cashier. In Store B, you"re helped by a genuinely friendly salesperson who doesn’t invade your space with hard sells but takes extra time to make sure your needs are met. If you’re like 69% of all customers and clients, emotional experience is the single most important factor in deciding whether you’ll take your business back to a store or office, and Store B wins your loyalty. In today’s service-oriented marketplace, career success for everyone from salesperson to CEO depends on the ability to create lasting emotional connections to keep customers and clients personally satisfied and eager to do business. Yet many of us check our hearts at the office door and spend the workday in "cold fish” mode, or else remain at the mercy of our negative thoughts and emotional habits.

Listening With Empathy: Creating Genuine Connections with Colleagues, Clients, and Customers provides a simple yet astonishingly effective 4-step mood-boosting method that allows you to harness your natural brightness and warmth in sales and service situations. Based on the principle that if you feel good, your clients will too, this follow-up to Take Charge of Your Mind (Hampton Roads, 2006, ISBN 1-57174-467-3) offers a practical toolkit for feeling great in your own skin in the present moment, rapidly shifting from negative to genuinely positive moods at work, and making authentic heart contact with customers, clients, and colleagues. Selby developed the method’s quick, unobtrusive exercises through his work as a top business consultant, and he shares real-life stories of clients whose happiness and success have skyrocketed since mastering them.

As readers begin to create strong bonds with others by making them feel truly accepted and appreciated, they’ll find themselves increasingly confident, charismatic, and successful. And learning to relate with empathy not only supports success with clients, but will also improve your interpersonal relationships with co-workers, friends, and family. Listening With Empathy is a groundbreaking guidebook to success—on the job and beyond!

Business consultant John Selby is a psychologist and cognitive-science researcher with thirty years experience in developing core mind-management techniques, including research at the National Institutes of Health and the Bureau of Research in Neurology. He is the author of twenty-two books with sales totaling more than half a million copies, including Take Charge of Your Mind and Seven Masters, One Path. He lives in Kauai, Hawaii.

February • Business • ISBN 1-57174-514-9 • Trade Cloth • $22.95