Authors@Google: Guy Winch

"The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem"

http://www.guywinch.com

The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem (January 2011 by Walker and Company) is the first science-based look at our complaining psychology.
Few of us give much thought to how we complain, yet our complaining behaviors affect our lives in every way—and none for the better.

Most arguments between friends or couples begin when a complaint is voiced incorrectly. When we encounter problems as consumers a staggering 95% of us fail to resolve them. And on the corporate side—companies rarely integrate complaining psychology know-how into their call-center employee training, customer service, or human resource practices—a failure that hurts customer loyalty, increases call-center employee stress and harms their bottom lines.

The Squeaky Wheel will teach you how to manage complaints well from others and turn your own complaints into tools that get you what you want. And that's nothing to complain about.

Guy Winch Ph.D. is a psychologist, author, speaker and occasional stand-up comic. His book The Squeaky Wheel—the first science based examination of our complaining psychology—has been featured on the CBS show The Talk, Martha Stewart Living Radio, NPR, Elle Magazine, Men's Health and other leading media outlets and is currently being translated for publication in countries such as China, Taiwan, South Korea, France & Russia. Guy has also written on topics such as consumer psychology, call-center complaint handling, customer service and corporate culture.

Directed by Lee Stimmel

Category:

Education

Tags:

• Guy Winch
• The Squeaky Wheel
• Complaint psychology
• family philosophy
• new york

[GuyWinch]

Guy Winch can be reached through his website at guywinch dot com

[AtGoogleTalks]

@GuyWinch We've added your website to the description. Thanks for visiting Google NY!

[TomekHujek198]

nice vid man Nice attempt at systematization, which assumes that we are rational and that complaint is just that and not tied in with anything else. It might work for consumer complaints or dealing with strangers. My opinion is that it wouldn

[LiquidAffect]

... and positively affects others to change. :-)

[LiquidAffect]

This really is good advice... here's hoping it's a ripple effect.

[AlanKinNA]

Are you, AtGoogleTalks, engaged in a corporate or sub-contracted effort to closed-caption these talks? Thanks for a simple yes or no. Alan Kelly, of a service that provides closed-captioning... VerbatimIT dotc om

[RicRagsLive]

I liked how the who asked the question about her getting complaints for stretching in inappropriate places didn't for a second think that maybe she was in the wrong for causing an awkward situation for people who are trying to eat. My advice to her would be get a gym next time and stop trying to draw attention to yourself by stretching in public hoping that guy would ask for your number. Did she really believe she was right to do that?

[RicRagsLive]

I think this is a great talk with a lot of important information about learning to control yourself and not to identify with every negative thing that happens to you but rather to fix the problems that present themselves in a positive way.

I have to admit I got a little side tracked when we started talking about big boobies.

[ok2pro]

he's just saying we should complain to the person who annoys you but that's the hardest part

[paulmartin42000]

@authorteamatgoogle - plz send me a copy of the book - squeakends

[MarkoKraguljac]

Nice attempt at systematization, which assumes that we are rational and that complaint is just that and not tied in with anything else. It might work for consumer complaints or dealing with strangers. My opinion is that it wouldn't work for 99.99% of interpersonal problems. What we call complaint is ~90% something else, like: insecurities, power and responsibility issues, attention drawers, projections or plain inertia. Also, it needs effort, emotional maturity, objectivity, knowing thyself X2.