Features:

Not only throwing crucial light on matters involving race and social class, this book also identifies and examines the key social forces shaping penal practice in the US - politics, economics, morality, and technology. By attending closely to historical and theoretical development, the narrative takes into account both instrumental (goal-oriented) and expressive (cultural) explanations to sharpen our understanding of punishment and the growing reliance on incarceration.

Covering five main areas of inquiry - penal context, penal populations, penal violence, penal process, and penal state - this book is essential reading for both undergraduate and graduate students interested in undertaking a critical analysis of penology.

Based on the sixth edition of Kaplin and Lee’s indispensable guide to the law that bears on the conduct of higher education, The Law of Higher Education, Sixth Edition: Student Version provides an up-to-date reference and guide for coursework in higher education law and programs preparing law students and higher education administrators for leadership roles.

This student edition discusses the most significant areas of the law for college and university attorneys and administrators. Each chapter is introduced by a discussion of key terms and topics the students will encounter, and the book includes materials from the full sixth edition that are most relevant to student interests and classroom instruction. It also contains a “crosswalk” that keys sections of the Student Edition to counterpart sections of the two-volume treatise.

• Complements the full version
• Includes a glossary of legal terms and an appendix on how to read legal material for students without legal training
• Discusses key terms in each chapter
• Concentrates on key topics students will need to know

This is fundamental reading for law students preparing for careers in higher education law and for graduate students in higher education administration programs.

Written by a renowned team of scholars, Social Work Practice with Groups, Communities, and Organizations focuses on the contemporary theory and practice of social work. Each chapter delves deeply into the key theoretical considerations surrounding a particular practice area, exploring the clinical implications of each. Spanning the full range of both mezzo and macro practice areas, the authors thoroughly look at the assessment of and interventions with group, community, organizational, and institutional settings.

The most authoritative book in this field, Social Work Practice with Groups, Communities, and Organizations features:

• A focus on evidence-based approaches to assessment and intervention for each practice area discussed
• Comprehensive coverage of the most important new and emerging practice technologies in mezzo and macro social work
• Current and emerging demographic, social, political, and economic trends affecting mezzo and macro practice
• An array of pedagogical aids, including Key Terms, Review Questions for Critical Thinking, and Online Resources
• Content closely aligned with social work accreditation standards (EPAS)

Providing a solid review of the entire scope of contemporary mezzo and macro social work practice, Social Work Practice with Groups, Communities, and Organizations is both an indispensable educational text for students and a valuable working resource for practitioners who work with groups, communities, and organizations of all sizes.

′At last a well-written, balanced and insightful British book on leadership. It is probable that every theory and assertion of consequence is commented upon. A real tour-de-force.′

- Emeritus Professor Gerry Randell, University of Bradford School of Management

′Theory and Practice of Leadership is an all encompassing, global review of examples and case studies that is both comprehensive and easily adaptable to almost any situation one would encounter in leading people.′

- Richard J. Conwell, Nova Southeastern University, Journal of Applied Management and Entrepreneurship

If you are looking for a more holistic and critical take on the field of leadership, look no further! The second edition of this engaging and highly-respected text offers an exploration of leadership in a variety of contexts, both profit-orientated and non-profit.

New to this edition:

• Refined to capture and delineate the essential theories more clearly, with broader coverage taking in the latest developments in areas such as change, politics, assessment and development of leadership, and multiple intelligences.
• Further development of a new integrative model of core leadership themes and practices.
• Abundant examples and illustrations, together with detailed explanations of how they apply in practice.
• A companion website with an Instructor′s Manual, PowerPoint slides, links to additional case studies and full-text journal articles.

Theory and Practice of Leadership will prove a highly-stimulating read for undergraduate and postgraduate students of leadership and related subjects as well as management consultants and practising managers.

Visit the Theory and Practice of Leadership companion website www.sagepub.co.uk/gill to take advantage of additional resources for students and lecturers.

The field of Security Studies has undergone significant change during the past 20 years, and is now one of the most dynamic sub-disciplines within International Relations. This second edition has been significantly updated to address contemporary and emerging security threats with chapters on organised crime, migration and security, cyber-security, energy security, the Syrian conflict and resilience, amongst many others. Comprising articles by both established and up-and-coming scholars, The Routledge Handbook of Security Studies provides a comprehensive overview of the key contemporary topics of research and debate in the field of Security Studies. The volume is divided into four main parts:

• Part I: Theoretical Approaches to Security

• Part II: Security Challenges

• Part III: Regional (In)Security

• Part IV: Security Governance

This new edition of the Handbook is a benchmark publication with major importance for both current research and the future of the field. It will be essential reading for all scholars and students of Security Studies, War and Conflict Studies, and International Relations.

This book discusses many issues related to both acquiring and teaching Cantonese. If you are a learner of Cantonese, this long overdue volume is essential to understanding both the grammatical and the social issues involved with learning this notoriously difficult language. If you are a teacher, this book will be invaluable to gaining insight into your students’ motivations and needs. And finally, if you are an applied linguist, the unique aspects related to the acquisition of Cantonese offer a fascinating contribution to the literature.

• introduces the theoretical and practical aspects of both learning and teaching;
• provides discussion and workshop activities throughout each chapter of the book, along with further reading and reflection tasks;
• deals with classroom- and task-based teaching, and covers lesson planning and testing, making the book suitable for use on practical training courses;
• analyses different learning styles and suggests strategies to improve language acquisition;
• includes examples from foreign language learning in Russian, French, and German, as well as English;
• is accompanied by a brand new companion website at www.routledge.com/cw/johnson, which contains additional material, exercises, and weblinks.

Written by an experienced teacher and author, An Introduction to Foreign Language Learning and Teaching is essential reading for students beginning their study in the area, as well as teachers in training and those already working in the field.

The text begins by providing a brief history of school-based SLP services. It highlights the legal mandates set forth in the Individuals with Disabilities Education Improvement Act; provides a review of the No Child Left Behind Act; offers new information about the Every Student Succeeds Act and the Americans with Disabilities Act; and summarizes court cases that have influenced and shaped school services. Then, the text delves into a description of service delivery models; provides valuable information about a workload analysis approach to caseload standards in schools; offers examples of how to write IEPs that reflect workload solutions; shares examples of implementation strategies; and offers concrete, real-life workload success stories. In addition, this text provides practical strategies for using evidence-based practice, proactive behavior management, conflict resolution, professional collaboration, conferencing and counseling skills, cultural competencies, goal writing, informal assessment procedures, and testing accommodations, including methods for conducting assessments for dual language learners. The final chapter provides the evidence base for links between language, literacy, and the achievement of school standards. This chapter is a must-read for every school SLP.

New to the Fourth Edition:

* New coauthor, Courtney Seidel, MS, CCC-SLP.

* Examples of how to write IEPs that reflect workload.

* Current court cases that have influenced school practice.

* Information on implementing the 3:1 Model of service delivery and other evidence-based workload solutions.

* Information on conducting assessments with dual language learners as well as evidence-based clinical strategies for this growing population.

* Strategies to combat compassion fatigue.

* Information about behavior management, conflict resolution, and mindfulness training.

* Updated tables of evidence-based clinical strategies related to each disorder type.

* Updated references throughout to reflect the current state of research.

Key Features:

* End of chapter summaries and questions to refresh critical information and improve comprehension.

* Related vocabulary at the beginning of each chapter.

* Real-life scenarios based on experiences from public school SLPs.

* Links to useful strategies, materials, and resources such as the ASHA workload calculator and free Apps for intervention purposes.

* An Oral Language Curriculum Standards Inventory (OLCSI) that provides checklists of what students should know and be able to do at each grade level from Pre-K to 12th grade. The OLCSI is a must-have tool for every school-based SLP.

* Information and strategies about current topics such as Telepractice, children affected by the opioid crisis, assessment of dual language learners, and much more!

Disclaimer: Please note that ancillary content (such as documents, audio, and video, etc.) may not be included as published in the original print version of this book. 

The fifth edition of Organic Chemistry as a Second Language: Second Semester Topics builds upon the principles previously explored in first half of the course—delving deeper into molecular mechanisms, reactions, and analytical techniques. Hands-on exercises and thoroughly-explained solutions further reinforce student comprehension of chemical concepts and organic principles. An indispensable supplement to the primary text, this resource covers aromatic compounds, infrared (IR) and nuclear magnetic resonance (NMR) spectroscopy, nucleophilic and electrophilic aromatic substitution, ketones and aldehydes, carboxylic acid derivatives, and much more.

Fully revised, this new edition includes over 350 new entries. Previous definitions have been revised or replaced in order to make this the most up-to-date and comprehensive dictionary available.

Providing straightforward and accessible explanations of difficult terms and ideas in applied linguistics, this dictionary offers:

• Nearly 3000 detailed entries, from subject areas such as teaching methodology, curriculum development, sociolinguistics, syntax and phonetics.
• Clear and accurate definitions which assume no prior knowledge of the subject matter
• helpful diagrams and tables
• cross references throughout, linking related subject areas for ease of reference, and helping to broaden students' knowledge

Covering the initial half of the course, Organic Chemistry as a Second Language: First Semester Topics reviews critical principles and explains their relevance to the rest of the course. Each section provides hands-on exercises and step-by-step explanations to help students fully comprehend classroom lectures and textbook content. Now in its fifth edition, this valuable study resource covers the characteristics of molecules, the nature of atomic bonds, the relationships between different types of molecules, drawing and naming molecules, and essential molecular reactions.

New to this edition:

 Disclaimer: Please note that ancillary content (such as documents, audio, and video, etc.) may not be included as published in the original print version of this book.

The books take an innovative 'practice to theory' approach, with a 'back-to-front' structure. This leads the reader from real-world problems and issues, through a discussion of intervention and how to engage with these concerns, before finally relating these practical issues to theoretical foundations. Additional features include a glossary of key terms, and discussion questions.

Following the back-to-front approach of the series, the book takes problematic issues in language pedagogy as its starting points. These are then examined in terms of second language acquisition. Each chapter begins with a look at the pedagogical proposals found in teacher guides and then asks ‘Do these proposals accord with what we know about how languages are acquired?’ Pedagogical topics covered include teaching methods, syllabus design, explicit instruction, comprehension versus production-based instruction, task-based instruction, authentic materials, the role of the learners’ first language in the classroom, error correction and catering for individual differences.

Including a glossary of key terms and questions for discussion at the end of each chapter, and assuming no prior knowledge of second language acquisition, this is the ideal text for all students studying language teaching methods, language teacher education, English teaching methodology and second language acquisition modules in advanced undergraduate and postgraduate/graduate TESOL and Applied Linguistics courses.

The field of critical studies recognizes that all knowledge is deeply embedded in ideological, cultural, political, and historical contexts. Although this approach is commonly applied in other subfields of psychology, educational psychology—which is the study of human learning, thinking, and behavior in formal and informal educational contexts—has resisted a comprehensive critical appraisal. In Critical Educational Psychology, Stephen Vassallo seeks to correct this deficit by demonstrating how the psychology of learning is neither neutral nor value-free but rather bound by a host of contextual issues and assumptions.

Vassallo invites teachers and teacher educators, educational researchers, and educational psychologists to think broadly about the implications that their use of psychology has on the teaching and learning process. He applies a wide variety of interdisciplinary approaches to examine the psychology of learning, cognitive development, motivation, creativity, discipline, and attention. Drawing on multiple perspectives within psychology and critical theory, he reveals that contemporary educational psychology is entangled in and underpinned by specific political, ideological, historical, and cultural contexts.

A valuable resource for anyone who relies on psychology to interact with, assess, and deliberate over others, especially school-aged children, Critical Educational Psychology resists neatly packaged theories, models, and perspectives that are intended to bring some basis and certainty to pedagogical decision-making. This book will enhance teachers’ ethical decision-making and start important new conversations about power and opportunity.

The book′s major theme is the fundamental importance of young children developing as independent, self-regulating learners. It illustrates how good practice is based on four key principles which support and encourage this central aspect of development:

- secure attachment and emotional warmth

- feelings of control and agency

- cognitive challenge, adults supporting learning and children learning from one another

- articulation about learning, and opportunities for self-expression.

Each chapter includes:

- typical and significant questions which arise in practice related to that area of development

- an up-to-date review of key research, including insights from observational and experimental work with young children, from evolutionary psychology, and from neuroscientific studies of the developing brain

- practical exercises intended to deepen understanding and to inform practice

- questions for discussion

- recommended further reading.

This book provides an invaluable resource for early years students and practitioners, by summarizing new research findings and demonstrating how they can be translated into excellent early years practice.

Watch this video of David Whitebread at his book launch, presenting the key points of the book and his reasons for writing it.

David Whitebread is Senior Lecturer in Developmental Psychology and Early Years Education in the Faculty of Education, University of Cambridge.

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David Whitebread will be discussing key ideas from Developmental Psychology and Early Childhood Education in the SAGE Early Years Masterclass, a free professional development experience hosted by Kathy Brodie. To sign up, or for more information, click here.

Written by Patricia Barkway and Deb O'Kane, the text is divided into two sections. The first introduces essential concepts and theories of psychology in the context of human development across the lifespan. The second focuses on applying these concepts and theories to healthcare issues and practice.

• Critical thinking questions
encourage reflection on clinical practice
• Case studies provide clinical relevance
• Chapter 14 Psychology in Practice features discipline-specific case studies across 11 health disciplines
• Research focus examples in each chapter assist students to link research to clinical practice
• An eBook included in all print purchases

eBook on VitalSource

With over 30 chapters, the volume is divided into four themed sections: ‘An introduction to educational psychology’, ‘How children learn and develop’, ‘Issues concerning the assessment of children’ and ‘Identifying and meeting the needs of children with learning difficulties’. Covering the key issues and fundamental strands of educational psychology The Routledge International Companion to Educational Psychology aims to provide the reader with knowledge of:

• educational psychology (history, child rights, and practice);
• factors which influence children’s learning and development;
• issues to do with assessment (a key aspect of educational psychology);
• special educational needs (identification and how to meet their needs);
• the key thinkers, events, and ideas that have shaped the field;
• the core topics across educational psychology in an accessible manner;
• cutting edge research including recent research evidence and theory;
• future directions in the field of educational psychology;
• educational psychology from an international perspective.

The book is conceived for both student and researcher use, and considers the implications for educational psychology practice in all sections. It will be highly beneficial for both students and lecturers on Education Studies and Psychology undergraduate courses, as well as combined undergraduate degrees .

Strongly guided by empirical work this text encourages the reader to think critically and go beyond the facts.

Key features:

• Provides a framework for teaching and understanding global trends in Positive Psychology.
• Inclusion and a review of up-to-date research.
• Using storytelling and happiness’s intrinsic appeal to foster interest in the methods we use to answer important questions in Positive Psychology.
• Online resources including student self-tests, an instructor test bank, and links to additional web content.

- John Hegarty, THES

This textbook offers an excellent introduction to the variety of research methods used within the fields of clinical and health psychology. The book provides a detailed, yet concise, explanation of both qualitative and quantitative approaches and draws upon case-study examples to illustrate how these can be used in a variety of health-care settings, with special relevance to clinical disorders, disease prevention and health promotion.

Key features of the book include:

- A clear and concise narrative

- Real-life case studies and examples drawn from clinical practice.

- Revision questions in each chapter

- Boxes, diagrams and tables to highlight key points

- Chapter outlines, summaries and a glossary of useful terms to help students and researchers with independent study and learning.

Research Methods for Clinical and Health Psychology fulfils the demand for a textbook explaining how qualitative and quantitative methods can be used explicitly in a health psychology context. It will be invaluable reading for clinical and health psychology students, trainees and practitioners, as well as those in nursing, medical and other healthcare departments taking an advanced psychology option.

• introduces the concepts of event planning and management
• presents the study of events management within an academic environment
• discusses the key components for staging an event, covering the whole process from creation to evaluation
• examines the events industry within its broader business context, covering impacts and event tourism
• provides an effective guide for producers of events
• contains learning objectives and review questions to consolidate learning

Each chapter features a real-life case study to illustrate key concepts and place theory in a practical context, as well as preparing students to tackle any challenges they may face in managing events. Examples include the Beijing Olympic Games, Google Zeitgeist Conference, International Confex, Edinburgh International Festival, Ideal Home Show and Glastonbury Festival.

Carefully constructed to maximise learning, the text provides the reader with:

• a systematic guide to organizing successful events, examining areas such as staging, logistics, marketing, human resource management, control and budgeting, risk management, impacts, evaluation and reporting
• fully revised and updated content including new chapters on sustainable development and events, perspectives on events, and expanded content on marketing, legal issues, risk and health and safety management
• a companion website: www.elsevierdirect.com/9781856178181 with additional materials and links to websites and other resources for both students and lecturers

Covering all aspects of digital marketing planning, and the latest digital marketing models, the book aims to provide a roadmap for a digital marketing journey. As such, its structure maps against the development of a digital marketing plan and concludes with a ready-made digital marketing plan template to download and adapt. In addition to this, the content is supported by case examples from real-world organizations, and a number of features throughout the chapters:

• Smartphone sixty seconds features in every chapter, to evaluate influencers in relation to the topic covered.
• Digital tool boxes introduce professional tools (for example how Google shares its aggregate data to inform marketers about shopping insights, trends and benchmarks
• Ethical insights provide a reflective and challenging look at social issues and the negative sides to marketing.

The book is complemented by online resources for both instructors and students, these include PowerPoint slides, an instructor’s guide, exercises and activities relating to each chapter, digital marketing planning documents, digital marketing model templates, quizzes, annotated recommended video links, links to free online tools and SAGE journal article recommendations.

Suitable for digital and e-marketing courses on marketing and advertising degrees as well as professional courses for anyone interested in gaining a holistic understanding of digital marketing.

• Guided further reading that takes you directly to the must-read research articles and online resources
• Brand new examples covering social media, digital publishing, reality TV and talent shows
• Examples spotlighting the emerging markets in China, India, Asia and Africa
• Analysis of the economic crisis and its impact on media structures and industries
• Insight into new products and the influence on consumer electronics and IT companies, including Apple, Facebook and Google.

"Using Communication Theory has become a classic in the education of communication. It is the comprehensive and self-evident source for theories and models, forming the base for the study of professions requiring communication planning."
- Larsåke Larsson, Örebro University

What does theory have to do with the practice of communication? Communication planning is used daily by thousands of people: public relations practitioners, technical writers, information campaigners, advertising professionals, organization consultants, educators, health communicators and more. Without a solid understanding of communication theory, practitioners have difficulty getting their messages heard.

The second edition of this best-selling textbook has been updated with the student firmly in mind. With new learning features that directly engage with the practical side of theory, students will:

• Practice what they learn with activities and exercises.
• Apply their own experiences to theory through prompts to reflection.
• Consolidate their learning with highlighted definitions and lists of key terms.
• Take it further with boxed excerpts from classic texts.

Showing how theories relate directly to the planning and experience of effective communication, Using Communication Theory - 2nd Edition provides indispensable insights into the practical nature of communication theory. In today’s landscape of communication overload, this book remains an essential, authoritative guide for both students and practitioners.

Now in a full colour design, the new edition features a clear focus on the issues affecting 21st century tourism, providing students with extensive coverage on the effects of globalisation and global conflict; sustainability and climate change; developments in digital technology and the rise of the sharing economy.

International case-studies and snapshots (mini-case studies) are used throughout and have been taken from around the globe, including the US, China, Russia, Gambia, Bhutan, Cuba, Singapore, New Zealand, Australia, Caribbean, Canada and the UK, and from companies including TUI, Airbnb and Marriot.

The accompanying Online Resources include PowerPoint slides and an Instructor′s Manual for lecturers and additional case studies, useful video links, and web links for students.

Suitable for students new to tourism studies.

We now live in a digital society. New digital technologies have had a profound influence on everyday life, social relations, government, commerce, the economy and the production and dissemination of knowledge. People’s movements in space, their purchasing habits and their online communication with others are now monitored in detail by digital technologies. We are increasingly becoming digital data subjects, whether we like it or not, and whether we choose this or not.

The sub-discipline of digital sociology provides a means by which the impact, development and use of these technologies and their incorporation into social worlds, social institutions and concepts of selfhood and embodiment may be investigated, analysed and understood. This book introduces a range of interesting social, cultural and political dimensions of digital society and discusses some of the important debates occurring in research and scholarship on these aspects. It covers the new knowledge economy and big data, reconceptualising research in the digital era, the digitisation of higher education, the diversity of digital use, digital politics and citizen digital engagement, the politics of surveillance, privacy issues, the contribution of digital devices to embodiment and concepts of selfhood and many other topics.

Digital Sociology is essential reading not only for students and academics in sociology, anthropology, media and communication, digital cultures, digital humanities, internet studies, science and technology studies, cultural geography and social computing, but for other readers interested in the social impact of digital technologies.

The volume includes works by 13 scholars from a variety of geographical regions and disciplines. The chapters combine up-to-date literature reviews concerning the role of space in each discipline and several offer original empirical analyses. Some chapters are concerned with Geography while others explore the role of space in contemporary Anthropology, Sociology, Religion, Political Science, Film, and Cultural Studies. The introduction surveys the development of the spatial turn across the fields under consideration.

Despite frequent reference to the spatial turn, this is the first volume to explicitly address how theory and practice concerning space, is used in a variety of fields from diverse conceptual perspectives. This book will appeal to everyone conducting conceptual and theoretical research on space, not simply in Geography, but in related fields as well.

Providing a synoptic overview of different ideas about the role of space and place in contemporary social, cultural, political and economic life, each portrait comprises:

• Biographical information and theoretical context.
• An explication of their contribution to spatial thinking.
• An overview of key advances and controversie.
• Guidance on further reading.

With 14 additional chapters including entries on Saskia Sassen, Tim Ingold, Cindi Katz and John Urry, the book covers ideas ranging from humanism, Marxism, feminism and post-structuralism to queer-theory, post-colonialism, globalization and deconstruction, presenting a thorough look at diverse ways in which space and place has been theorized.

An essential text for geographers, this now classic reference text is for all those interested in theories of space and place, whether in geography, sociology, cultural studies, urban studies, planning, anthropology, or women′s studies.

This first text on human ethology presents itself as a unified work, even though not every area could be treated with equal depth. For example, a branch of ethology has developed in the past decade which places particular emphasis on ecology and population genetics. This field, known as sociobiology, has enriched discussion beyond the boundaries of behavioral biology through its stimulating, and often provocative, theses.

After vigorous debates between behaviorists, anthropologists, and sociologists, we have entered a period of exchange of thoughts and a mutual approach, which in many instances has led to cooperative projects of researchers from different disciplines. This work offers a biological point of view for discussion and includes data from the author's cross-cultural work and research from the staff of his institute. It confirms, above all else, the astonishing unity of mankind and paints a basically positive picture of how we are moved by the same passions, jealousies, friendliness, and active curiosity.

The need to understand ourselves has never been as great as it is today. An ideologically torn humanity struggles for its survival. Our species, does not know how it should compensate its workers, and it experiments with various economic systems, constitutions, and forms of government. It struggles for freedom and stumbles into newer conflicts. Population growth is apparently completely out of hand, and at the same time many resources are being depleted. We must consider our existence rationally in order to understand it, but certainly not with cold, calculating reason but with the warm feeling of a heart concerned for the welfare of later generations.

Women, Work, and Globalization explores:

• Key issues surrounding work and families from a global cross-cultural perspective.
• The positive and negative experiences of more women in the global workforce.
• The spread of women’s empowerment on changes in ideologies and behaviors throughout the world.
• Key literature from family studies, IO, sociology, anthropology, and economics.
• The changing role of men in the global work-family arena.
• The impact of sexual trafficking and exploitation, care labor, and transnational migration on women.
• Best practices and policies that have benefited women, men, and their families.

Part 1 reviews the research on gender in the industrialized and developing world, global changes that pertain to women’s gender roles, women’s labor market participation, globalization, and the spread of the women’s movement. Issues that pertain to women in a globalized world including gender socialization, sexual trafficking and exploitation, labor migration and transnational motherhood, and the complexities entailed in care labor are explored in Part 2. Programs and policies that have effectively assisted women are explored in Part 3 including initiatives instituted by NGOs and governments in developing countries and (programs) policies that help women balance work and family in industrialized countries. The book concludes with suggestions for global initiatives that assist women in balancing work and family responsibilities while decreasing their vulnerabilities.

Intended as a supplemental text for advanced undergraduate and/or graduate courses in Women/Gender Issues, Work and Family, Gender and Families, Global/International Families, Family Diversity, Multicultural Families, and Urban Sociology taught in psychology, human development and family studies, gender and/or women’s studies, business, sociology, social work, political science, and anthropology. Researchers, policy makers, and practitioners in these fields will also appreciate this thought provoking book.

The perfect beginner’s guide: No help desk or support experience necessary

Covers both “soft” personal skills and “hard” technical skills

Explains the changing role of help desk professionals in the modern support center

Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value.

Coverage includes:

• How the modern help desk has evolved

• Understanding your users’ needs, goals, and attitudes

• Walking through the typical help desk call

• Communicating well: listening actively and asking better questions

• Improving interactions and handling difficult situations

• Developing positive attitudes, and “owning” the problem

• Managing your time and stress

• Supporting computers, networks, smartphones, and tablets

• Finding the technical product knowledge you need

• Protecting the security of your users, information, and devices

• Defining, diagnosing, and solving problems, step by step

• Writing it up: from incident reports to documentation

• Working in teams to meet the goals of the business

• Using ITIL to improve the services you provide

• Calculating help desk costs, benefits, value, and performance

• Taking control of your support career

Powerful features make it easier to learn about help desk careers!

• Clear introductions describe the big ideas and show how they fit with what you’ve already learned

• Specific chapter objectives tell you exactly what you need to learn

• Key Terms lists help you identify important terms and a complete Glossary helps you understand them

• Author’s Notes and On The Side features help you go deeper into the topic if you want to

• Chapter Review tools and activities help you make sure you’ve learned the material

Exclusive Mind Mapping activities!

• Organize important ideas visually–in your mind, in your words

• Learn more, remember more

• Understand how different ideas fit together

Learn IT security fundamentals while getting complete coverage of the objectives for the latest release of CompTIA Security+ certification exam SY0-501. This thoroughly revised, full-color textbook discusses communication, infrastructure, operational security, attack prevention, disaster recovery, computer forensics, and much more. Written by a pair of highly respected security educators, Principles of Computer Security: CompTIA Security+® and Beyond, Fifth Edition (Exam SY0-501) will help you pass the exam and become a CompTIA certified computer security expert.

Find out how to:

•Ensure operational, organizational, and physical security

•Use cryptography and public key infrastructures (PKIs)

•Secure remote access, wireless networks, and virtual private networks (VPNs)

•Authenticate users and lock down mobile devices

•Harden network devices, operating systems, and applications

•Prevent network attacks, such as denial of service, spoofing, hijacking, and password guessing

•Combat viruses, worms, Trojan horses, and rootkits

•Manage e-mail, instant messaging, and web security

•Explore secure software development requirements

•Implement disaster recovery and business continuity measures

•Handle computer forensics and incident response

•Understand legal, ethical, and privacy issues

Online content includes:

•Test engine that provides full-length practice exams and customized quizzes by chapter or exam objective

•200 practice exam questions

Each chapter includes:

•Learning objectives

•Real-world examples

•Try This! and Cross Check exercises

•Tech Tips, Notes, and Warnings

•Exam Tips

•End-of-chapter quizzes and lab projects

OCA/OCP Oracle Database 12c All-in-One Exam Guide (Exams 1Z0-061, 1Z0-062, & 1Z0-063) covers all of the exam objectives on the Installation and Administration, SQL Fundamentals, and Advanced Administration exams in detail. Each chapter includes examples, practice questions, Inside the Exam sections highlighting key exam topics, a chapter summary, and a two-minute drill to reinforce essential knowledge. 300+ practice exam questions match the format, topics, and difficulty of the real exam.

• Electronic content includes interactive practice exam software with hundreds of questions that include detailed answers and explanations, and a score report performance assessment tool
• Ideal as both exam guide and on-the-job reference
• The most comprehensive single preparation tool for the Oracle Database 12c OCA and OCP certification exams

The Apple-Certified Way to Learn

This is the official book for the macOS Support Essentials 10.15course and you can use it to prepare for the Apple Certified Support Professional (ACSP) 10.15 exam. It’s a top-notch primer for anyone who needs to support, troubleshoot, or optimize macOS Catalina, such as IT professionals, technicians, help desk specialists, and ardent Mac users. This is the only Apple Pro Training Series book that covers macOS Catalina. You’ll find in-depth, step-by-step instructions on everything from upgrading, updating, reinstalling and configuring macOS Catalina to configuring network services like the Content Caching service.

This book covers updated system utilities and new features in macOS Catalina, including Voice Control and other accessibility features, user privacy settings, notarized apps, Startup Security Utility, and the separation of the startup disk into a read-only APFS System volume and a read write APFS Data volume.

This book includes the following content:

• Authoritative explanations of underlying technologies, troubleshooting, system administration, and much more
• Focused lessons that take you step by step through practical, real-world tasks
• A Web Edition that provides the full text of the book online

The Apple Pro Training Series includes self-paced learning tools and is the official curriculum of the Apple Training and Certification program. After you complete this book, take the macOS Support Essentials 10.15 exam as a step towards becoming an Apple Certified Support Professional. Work through this book independently or attend a class at an Apple Authorized Training Provider or both to prepare for the exam.

To learn more, visit training.apple.com.

Also in the Apple Pro Training Series:

• Final Cut Pro X
• Logic Pro X

The ARM processor was chosen as it has fewer instructions and irregular addressing rules to learn than most other architectures, allowing more time to spend on teaching assembly language programming concepts and good programming practice. In this textbook, careful consideration is given to topics that students struggle to grasp, such as registers vs. memory and the relationship between pointers and addresses, recursion, and non-integral binary mathematics. A whole chapter is dedicated to structured programming principles. Concepts are illustrated and reinforced with a large number of tested and debugged assembly and C source listings. The book also covers advanced topics such as fixed and floating point mathematics, optimization, and the ARM VFP and NEONTM extensions. PowerPoint slides and a solutions manual are included.

This book will appeal to professional embedded systems engineers, as well as computer engineering students taking a course in assembly language using the ARM processor.

• Concepts are illustrated and reinforced with a large number of tested and debugged assembly and C source listing
• Intended for use on very low-cost platforms, such as the Raspberry Pi or pcDuino, but with the support of a full Linux operating system and development tools
• Includes discussions of advanced topics, such as fixed and floating point mathematics, optimization, and the ARM VFP and NEON extensions

Written by the leading authority on CompTIA A+ certification and training, this four-color guide will help you become a certified IT professional with proven expertise in hardware and software, and help you pass CompTIA A+ exams 220-901 and 220-902. Mike Meyers’ CompTIA A+ Guide to Managing and Troubleshooting PCs, Fifth Edition offers complete coverage of the latest exam objectives. You’ll get on-the-job tips, end-of-chapter review questions, and hundreds of color photographs and illustrations.

Learn how to:

• Work with CPUs, RAM, microprocessors, BIOS, motherboards, power supplies, and other PC components
• Install, configure, and troubleshoot hard drives
• Manage peripheral devices and removable media
• Install, upgrade, and maintain operating systems, including Windows, Mac OS X, and Linux
• Troubleshoot common computer problems
• Establish users and groups
• Set up video and multimedia cards
• Administer smartphones, tablets, and other mobile devices
• Install and configure wired and wireless networks
• Connect to the Internet
• Secure your PC and your network
• Install, configure, and manage printers and multifunction devices
• Work with the latest virtualization technologies
• Understand safety and environmental issues

Electronic content includes:

• Practice exams for 901 & 902
• One hour+ of free video training from Mike Meyers
• TotalSim simulations of performance-based questions
• Mike's favorite free PC tools and utilities
• A complete PDF copy of the book

Instructor resources available:

• Instructor's Manual
• Power Point slides for each chapter with photographs and illustrations from the book
• Test Bank cartridges with hundreds of questions for use as quizzes and exams
• Answers to the end of chapter sections are not included in the book and are only available to adopting instructors

MCSA Windows 10 Complete Study Guide is your comprehensive resource for taking both Exams 70-698 and 70-697. Covering 100% of all exam objectives, this study guide goes beyond mere review to delve deeper into the complex topics and technologies to help you strengthen your understanding and sharpen your skills. Written by a veteran Microsoft MVP, this guide walks you through MCSA skills in context to show you how concepts are applied in real-world situations. Hands-on exercises speed the learning process and facilitate internalization, while review questions challenge and test the depth of your understanding. You also get access to the Sybex interactive online learning environment, featuring flashcards, videos, an assessment test, and bonus practice exams to face exam day with confidence.

The MCSA certification process has changed; Exam 70-698 tests your skills in installing and configuring Windows 10, and then Exam 70-697 gauges your abilities in configuring Windows devices. This book is your ideal companion to study for both exams.

• Study 100 percent of the objectives for Exams 70-698 and 70-697
• Apply your knowledge with hands-on exercises
• Test your skills with challenging review questions
• Access videos, electronic flashcards, a searchable glossary, and bonus practice exams

The demand for qualified Windows 10 professionals will be high, as more than half of the corporate user base that skipped Windows 8/8.1 is expected to adopt Windows 10. If you want the skills that are in demand, you need to get certified; if you're ready to get serious about the exam, MCSA: Windows 10 Complete Study Guide is the resource you shouldn't be without.

This bestselling self-study guide fully prepares candidates for the challenging Certified Information Systems Security Professional exam and offers 100% coverage of all eight exam domains. This edition has been thoroughly revised to cover the new CISSP 2015 Common Body of Knowledge, including new hot spot and drag and drop question formats, and more.

Each chapter features learning objectives, exam tips, practice questions, and in-depth explanations. Beyond exam prep, the guide also serves as an ideal on-the-job reference for IT security professionals. CISSP All-in-One Exam Guide, Seventh Edition provides real-world insights and cautions that call out potentially harmful situations.

• Fully updated to cover the 8 new domains in the 2015 CISSP body of knowledge
• Written by leading experts in IT security certification and training
• Features new hot spot and drag-and-drop question formats
• Electronic content includes 1400+ updated practice exam questions