01067nam a2200193Ia 4500 CTU_226003 210402s9999 xx 000 0 und d 303.4 H437 Heath, Chip Switch : How to change things when change is hard Chip Heath and Dan Heath New York Broadway Books 2010 n Switch, the Heaths show how everyday people—employees and managers, parents and nurses—have united both minds and, as a result, achieved dramatic results: The lowly medical interns who managed to defeat an entrenched, decades-old medical practice that was endangering patients; The home-organizing guru who developed a simple technique for overcoming the dread of housekeeping; he manager who transformed a lackadaisical customer-support team into service zealots by removing a standard tool of customer service. Change (Psychology),Sự thay đổi (Tâm lý học) Trung tâm Học liệu Trường Đại học Cần Thơ