Articles liés à The Smile Sheet: How a Comfortable Number Took Over...
The Smile Sheet: How a Comfortable Number Took Over Every Organization, and What It Has Been Hiding - Couverture souple
Synopsis
Everyone smiled. Nothing changed.
Four point eight out of five. That number is on a slide somewhere in your organization right now. It came from a form handed out at the end of a session, a class, a shift, a conference, a hospital stay. People clicked, the average went up the chain, and the chain called it evidence.
The Smile Sheet is about what that number actually measures, which is not what anyone thinks it measures. Drawing on research from psychology, medicine, sport, education, and the events industry, Ken King shows how the most trusted instrument in modern organizations asks people to report on an experience they cannot reliably see, at the one moment they are least equipped to see it. The result is a comfortable number that hides the very thing it was built to find.
This is not a case against asking people questions. It is a case about distance: the further a report sits from the moment it describes, the less it knows. And it is a field guide to the alternative that now exists, one that counts what people do instead of what they say they felt.
Inside:
- Why the standing ovation is a seating chart, not a verdict
- Ghost Data: the behavior that happened in the room and never made it into the report
- The Witness Problem, the Bothered Sample, and the Confidence Tax
- What sport, medicine, and the classroom already know about watching instead of asking
- How to read the next satisfaction score you are handed, and what to ask for instead
If you run events, teach, coach, treat patients, manage a team, or sit anywhere a satisfaction score gets reported upward, this book will change what you count.
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
Résultats de recherche pour The Smile Sheet: How a Comfortable Number Took Over...
Image d'archives
The Smile Sheet (Paperback)
impression à la demandeVendeur : Grand Eagle Retail, Bensenville, IL, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
Paperback. Etat : new. Paperback. Everyone smiled. Nothing changed.Four point eight out of five. That number is on a slide somewhere in your organization right now. It came from a form handed out at the end of a session, a class, a shift, a conference, a hospital stay. People clicked, the average went up the chain, and the chain called it evidence.The Smile Sheet is about what that number actually measures, which is not what anyone thinks it measures. Drawing on research from psychology, medicine, sport, education, and the events industry, Ken King shows how the most trusted instrument in modern organizations asks people to report on an experience they cannot reliably see, at the one moment they are least equipped to see it. The result is a comfortable number that hides the very thing it was built to find.This is not a case against asking people questions. It is a case about distance: the further a report sits from the moment it describes, the less it knows. And it is a field guide to the alternative that now exists, one that counts what people do instead of what they say they felt.Inside: Why the standing ovation is a seating chart, not a verdictGhost Data: the behavior that happened in the room and never made it into the reportThe Witness Problem, the Bothered Sample, and the Confidence TaxWhat sport, medicine, and the classroom already know about watching instead of askingHow to read the next satisfaction score you are handed, and what to ask for insteadIf you run events, teach, coach, treat patients, manage a team, or sit anywhere a satisfaction score gets reported upward, this book will change what you count. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. N° de réf. du vendeur 9798172213267
Acheter neuf
EUR 18,68
Livraison gratuite
Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
Quantité disponible : 1 disponible(s)
Image d'archives
The Smile Sheet
Vendeur : PBShop.store US, Wood Dale, IL, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
PAP. Etat : New. New Book. Shipped from UK. Established seller since 2000. N° de réf. du vendeur L2-9798172213267
Acheter neuf
EUR 18,68
Livraison gratuite
Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
Quantité disponible : Plus de 20 disponibles
Image d'archives
The Smile Sheet: How a Comfortable Number Took Over Every Organization, and What It Has Been Hiding
impression à la demandeVendeur : California Books, Miami, FL, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
Etat : New. Print on Demand. N° de réf. du vendeur I-9798172213267
Acheter neuf
EUR 19,29
Livraison gratuite
Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
Quantité disponible : Plus de 20 disponibles
Image d'archives
The Smile Sheet
Vendeur : PBShop.store UK, Fairford, GLOS, Royaume-Uni
Évaluation du vendeur 5 sur 5 étoiles
PAP. Etat : New. New Book. Shipped from UK. Established seller since 2000. N° de réf. du vendeur L2-9798172213267
Acheter neuf
EUR 17,10
Expédition à EUR 3,88
Expédition depuis Royaume-Uni vers Etats-Unis
Expédition depuis Royaume-Uni vers Etats-Unis
Quantité disponible : Plus de 20 disponibles
Image d'archives
The Smile Sheet (Paperback)
impression à la demandeVendeur : CitiRetail, Stevenage, Royaume-Uni
Évaluation du vendeur 5 sur 5 étoiles
Paperback. Etat : new. Paperback. Everyone smiled. Nothing changed.Four point eight out of five. That number is on a slide somewhere in your organization right now. It came from a form handed out at the end of a session, a class, a shift, a conference, a hospital stay. People clicked, the average went up the chain, and the chain called it evidence.The Smile Sheet is about what that number actually measures, which is not what anyone thinks it measures. Drawing on research from psychology, medicine, sport, education, and the events industry, Ken King shows how the most trusted instrument in modern organizations asks people to report on an experience they cannot reliably see, at the one moment they are least equipped to see it. The result is a comfortable number that hides the very thing it was built to find.This is not a case against asking people questions. It is a case about distance: the further a report sits from the moment it describes, the less it knows. And it is a field guide to the alternative that now exists, one that counts what people do instead of what they say they felt.Inside: Why the standing ovation is a seating chart, not a verdictGhost Data: the behavior that happened in the room and never made it into the reportThe Witness Problem, the Bothered Sample, and the Confidence TaxWhat sport, medicine, and the classroom already know about watching instead of askingHow to read the next satisfaction score you are handed, and what to ask for insteadIf you run events, teach, coach, treat patients, manage a team, or sit anywhere a satisfaction score gets reported upward, this book will change what you count. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. N° de réf. du vendeur 9798172213267
Acheter neuf
EUR 21,25
Expédition à EUR 43,65
Expédition depuis Royaume-Uni vers Etats-Unis
Expédition depuis Royaume-Uni vers Etats-Unis
Quantité disponible : 1 disponible(s)