Resilience How to Keep Going When the Going

Resilience How to Keep Going When the Going Gets Tough Supplemental Self-Study Presentation

Resilience Overview

Resilience Introduction After you’ve completed this course, you’ll be prepared to bounce back from adversity. You’ll be more skilled at building your self-esteem as a foundation of resilience. You’ll know how to make and maintain connections to build resilience. You’ll be prepared to accept and embrace change. You’ll know how to use flexible thinking to overcome obstacles. And last, but not least, you’ll be able to implement stress management and relaxation strategies to maintain resilience.

Resilience Module 1: Build a Firm Foundation

Resilience What is Resilience? Resilience is the process of bouncing back after adversity. Having resilience doesn’t mean that you can prevent stressful situations, but that you can handle them when they occur. And in today’s workplace, you will encounter challenges every day. The good news is that everyone can learn how to build resilience. Think of increasing your resilience like building a structure to withstand an earthquake: You want a foundation that goes deep into the ground to hold firm when the shaking starts, and you want the building to sway and be flexible during the shaking, so that it may bend but won’t break. “Man never made any material as resilient as the human spirit. ” —Bern Williams

Resilience “Quaker-Proof” Resilience skills are a combination of establishing a firm foundation that is unshakeable and developing strategies that allow you to be flexible when faced with stressful situations. We will focus on these firm and flexible skills in this program. The skills that establish a firm foundation are: • Building self-esteem • Making and maintaining connections with others • Setting goals and achieving them The skills that enable you to be flexible when necessary are: • Accepting and embracing change • Using flexible thinking to overcome obstacles • Surviving with in-the-moment coping strategies • Using stress management and relaxation techniques

Resilience Strong Self-Esteem The first “firm” skill is strong self-esteem. What is self-esteem? It is having self-respect and confidence in one’s own worth and abilities. And why does it matter? Self-esteem is important to resilience because having resilience depends on having confidence in your own abilities in the face of obstacles and uncertainty.

Resilience What Makes You Unique To get in the habit of recognizing your self-worth, write down 10 things that you like about yourself, or 10 positive words to describe you. Or, write down 10 things people have complimented you on. Part of building your self-esteem is understanding the value and joy in being a unique person. Answer the questions below to help you identify what makes you, you. • What would your best friend say is your most positive attribute? • What is your proudest accomplishment? • How would you like to be remembered in life? • What positive message did you receive from your parents or important figure in your life?

Resilience Recognize Your Inner Voice We all have internal self-talk. If it’s constantly negative, it will be more difficult to build and maintain self-confidence and self-esteem. The most common negative voice is probably “the critic. ” “I’ll never get it right. ” The Critic • Constantly judging and evaluating yourself • Points out flaws and limitations • Typical self-talk: “I could have done better. ” To combat the critic’s voice, tell yourself, “I accept and believe in myself. ”

Resilience Recognize Your Inner Voice Part 2 Here are two more common negative voices: The Victim • Focuses on feelings of helplessness or hopelessness. • Perceives insurmountable obstacles to accomplishing your goals. • Typical self-talk: “I’ll never be able to…” • To combat the victim’s self-talk, say, “I am capable and competent. ” The Worrier “I’ll never be able to…” “What if…? ” • Expects the worst. • Exaggerates the potential negative consequences of any event. • Typical self-talk: “What if…? ” • To combat the worrier’s self-talk, tell yourself, I am prepared for (whatever is worrying you). ”

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Read each negative self-talk example and replace it with a positive thought. When you’re ready, click on each statement to reveal the suggested answer. should have known my boss wouldn’t my idea. Now he thinks I’m an idiot. ” “I“Ihave a lot of good ideas. My boss will like the next one. ” I don’t finishto this project on I’ll probably lose my “I“Ifam prepared complete thistime, project and am ready to job. ” handle anything that comes my way. ” get and a promotion. ” “I“I’ll amnever capable have a plan to develop the skills I need to get promoted. ”

Resilience Module 2: Make and Maintain Connections

Resilience Make and Maintain Connections A second way to build a firm foundation of resilience is to make and maintain connections with others. The first aspect was strengthening your sense of self; this element is strengthening your relationships with others. People who have strong connections at work are more resistant to stress—they’re more resilient.

Resilience Identify Your Support Network The first step in making and maintaining connections is to identify your support network. This could exist already, or you may need to actively work to increase it. Whom can you count on for support in these areas? • Technical skills • Company culture • Problem solving skills • General information • Reassurance/moral support Building and maintaining connections is a two-way street —you need to give as well as receive in order to maintain meaningful connections.

Resilience Take a Proactive Approach If you need to build your support network, you may wonder how to do it without it feeling artificial or manipulative. It should never feel that way. You should be genuinely interested in each person as an individual and not just what he or she can do for you. Let’s go over several strategies you can try. • Reach out to new colleagues. Take the initiative to develop a relationship with them. • Spend time at breaks with a variety of colleagues and acquaintances. • Offer your help. It feels good to help others, and it builds your connection with them. • Stay in touch. The best way is an old-fashioned face-to-face get together.

Resilience Connect through Listening The best way to strengthen your connections is by being a good listener. • Let the other person do most of the talking. Give him or her your undivided attention. • Be curious about the other person. Find out what he or she needs and how you can help. Look for shared interests. • Pay attention to body language. Notice the other person’s gestures, posture, degree of eye contact, tone of voice, rate of speech, and gently mirror these to build rapport.

Resilience Work through Conflict Your working relationships can be negatively affected by conflict. In a conflict, most people want to feel heard more than they want you to agree with them. Stay connected by practicing positive intent: Assume others have a good reason for saying or doing the things they do. Respond, don’t react, in a conflict situation. Use any of the following statements to respond: • o “Tell me more about your concern. ” o “What is it about ______ that concerns you? ” o “What would have to happen for you to be comfortable with ______ ? ”

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Read the scenario and use positive intent to think of a possible reason the manager acted the way she did. Click on the example to see a suggested solution. Your manager has just informed you that she’s taking you off your current project team and putting you another one. to. You enjoy the project team you’re on now and have noand wishknows to Perhaps youron boss is trying create a better overall balance among project teams change. Your knee-jerk reaction is to be upset and mad at your boss. she can count on your cooperation.

Resilience Module 3: Set and Achieve Goals

Resilience SMART Goals Setting and achieving goals increases your resilience because goals provide purpose, direction, commitment, and motivation. Goals enable you to stay true to your purpose no matter what is going on around you. You might be familiar with the acronym “SMART”, which remains a useful acronym for structuring goals. S: Be clear and detailed about what you want to achieve. M: Your goal must have criteria that can be measured. A: You must believe you can achieve your goal (otherwise, it’s just a wish). R: Your goal must have some meaningful application to your current situation. T: Every goal must have a deadline.

Resilience How to Achieve Your Goals Achieving goals is all about incorporating them into your daily life. Most importantly, break them into manageable steps. As you finish each step, you will have a sense of accomplishment and gain momentum toward your ultimate goal. Here are some ways to help ensure you accomplish your goals. • Write your goals down and post them where you can see them. • Break each goal into smaller steps. Each task should take no longer than one week to complete. • Enlist a buddy or accountability partner to help you stay on track. • Commit yourself completely.

Resilience Goal-Setting Worksheet Sometimes, you don’t really know where to start—either you have numerous goals you want to accomplish, or you are struggling to develop focus. Answer these questions to help you determine the right goal at the right time. Identify your vision • What is something you can’t stop thinking about? • What makes you excited to think about achieving? • If you could focus all your attention in one place, where would it be? • Based on the questions above, what is your vision? Is now the right time? • What skills do you have that will help you accomplish your goal? • What skills do you need to develop in order to accomplish your goal? • What obstacles or challenges may hinder accomplishing your goal?

Resilience Action Plan To help you achieve your goal, create an action plan. For each goal, identify the necessary chain of tasks or events to complete it. Work backwards—begin with the last action needed, then list what must be completed before that one, and so on. Be sure to consider the resources needed, any potential obstacles, and what you will do if you encounter those obstacles. Here is a very simple example. Action step Date Resources needed Potential obstacles Prevention or Plan B Write report 7/5 Dave Not enough time Ask for help from Julie Analyze data 7/3 Dave Data not available Manually compile the data Gather June data 7/1 IT analyst Computer glitch Do a run-through with IT on 6/28

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Match each element of goal setting with its description. When you’re ready, click to the next slide to see the answers. Specific Believe you can achieve your goal Measurable Meaningful application to your current situation Attainable Every goal must have a deadline Relevant Be clear and detailed about what you want to achieve Time-bound Establish criteria so you can quantify progress

Resilience Test Your Knowledge Part 2 Take a few moments to complete this quiz to review what you’ve just learned. Match each element of goal setting with its description. When you’re ready, click to the next slide to see the answers. Specific Believe you can achieve your goal Measurable Meaningful application to your current situation Attainable Every goal must have a deadline Relevant Be clear and detailed about what you want to achieve Time-bound Establish criteria so you can quantify progress

Resilience Module 4: Accept and Embrace Change

Resilience Why Change is Difficult In this section of the program, we’ll look at the strategies for being flexible—for bending but not breaking when shaken during stressful situations. The first strategy is to accept and embrace change. Change is difficult for many people. • Some people perceive change as loss and feel helpless in the face of loss. • Some people acquire a “victim mentality” and feel that people owe them. • If people believe either of the above, they may respond negatively, blaming others and abdicating responsibility.

Resilience The Four Stages of Change Embracing change will be easier if you understand the change cycle. The change cycle consists of four stages, similar to the five stages of grief (remember, change equals loss for many people). Stage 1: Denial • People are often shocked or surprised when change occurs, even if they had a suspicion it was coming. • Information is critical at this stage. “Oh no, this isn’t happening. ” Stage 2: Anger • This is the stage when you are most likely to resist change, either actively or passively. • Support is critical at this stage. “There’s no way this will work. ”

Resilience The Four Stages of Change Part 2 Stage 3: Bargaining • When it becomes apparent the change isn’t going away, people find a way to cope with it. • Training and time to experience the change are critical at this stage. “I’ll go along if you…” Stage 4: Acceptance • At this point, change becomes second nature. • Celebrating success is critical at this stage. “It’s working. How can I help? ”

Resilience Personal Responses to Change People respond to change in different ways. Some people get stuck in the early phases of the change cycle and have trouble reaching acceptance. Typical responses to change can be categorized as shown below: No! Go! 20– 30% of people will actively resist change 10– 20% of people will actively embrace change Slow Flow 20– 40% of people will passively resist change 20– 30% of people will passively accept change

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Read each trait or behavior and identify which response to change it illustrates. Click each to reveal the answer. NO 1. Immediately criticize an idea. 5. NO Participate in bad-mouthing or expressing discontent. 2. Swing between feeling positive and SLOW negative about the change. 6. SLOW Agree to participate, then pull back. 3. Quickly agree without asking questions. FLOW 7. Voice support without following FLOWon anything. through 4. Bring energy to the group. GO 8. Support new ways of thinking. GO

Resilience Overcoming Resistance Resisting change is unproductive in terms of increasing your resilience. Do you find yourself saying things like, “It’s working fine now”? “You could be right, but what if you’re not? ” Or “We’ve never done it this way before”? If you’ve had similar thoughts, you may be inclined to resisting change. Try these tips to overcome your resistance. • Find a change buddy. Form alliances with others who have a positive approach to change. At the same time, avoid naysayers. • Set new goals and adopt an attitude of continuous learning. Push yourself to learn and do new things. And anticipate and prepare for future changes. • Keep your sense of humor.

Resilience Personal Responses to Change As you’ve seen, people have different responses to change. So proactively adapting to change will mean different things to different people. The goal for all remains the same though—to accept and embrace change as quickly and easily as possible. • • No! Educate yourself on the realities of the situation. Find a safe outlet for your feelings. Slow • • Find a link between the past and the • future. Go slow, but do something toward • implementing the change. Go! Share your positive energy with others. Mentor others; offer to train and support. Flow Be willing to share your opinions about the change. Take responsibility for implementing part of the change.

Resilience Module 5: Use Flexible Thinking to Overcome Obstacles

Resilience Mental Agility Flexible thinking is the ability to shift your thoughts in order to respond effectively to any situation that “shakes” or “sways” you. You can develop mental agility with practice. And that builds resilience. Here are some strategies to increase your flexibility. • Be spontaneous. Change your usual routines—the route you take to work, what you eat for lunch, whom you eat with, etc. Try making one spontaneous change a day. • Adopt the attitude of a neutral observer. When you are faced with a stressful situation, instead of reacting in your usual way, pretend you are brand-new to the situation. What would you see, hear, ask? • Find another explanation. This is where you really put your mental agility to work, especially when dealing with entrenched negative relationships or situations. Try playing devil’s advocate and explaining the situation from your opposite point of view to open up new possibilities.

Resilience Change Your Self-Talk Another way to increase flexible thinking is by changing your self-talk. Earlier we discussed how self-talk can affect self-esteem. It can also affect our ability to engage in flexible thinking. Try these strategies to change your self-talk. Use milder wording. • o Examples: Replace “hate” with “dislike, ” “always” with “sometimes, ” and “everyone” with “some people. ” Change self-limiting statements to questions. Examples: • o “I can’t handle this” to “How can I handle this? ” o “This will never work” to “How can this work? ” o “I’m irresponsible” to “What can I do to be on time? ” Change negative thoughts to neutral or positive ones. • o Example: Your lunch date was cancelled. What do you say to yourself? “I’ll call _____ and see if she’s free. I haven’t seen her in ages. ” Or, “I’ll go for a walk and get some fresh air. ”

Resilience Overcome Obstacles Let’s say everything is going smoothly, but all of a sudden you run into an obstacle. No need to panic; you have the tools to overcome difficulties. • Use your reasoning skills: Set aside panic and think logically about realistic options for resolving or minimizing the crisis. • Take baby steps. Keep moving forward, no matter how small each step. • Draw on your strengths. Focus on what you can do, not what you can’t do. • Call on your foundation of resilience: o Self-esteem to give you confidence o Network to give you support o Goals to give you vision and purpose

Resilience Making Decisions under Pressure Making good decisions under pressure is a skill of flexible thinking. Many people feel paralyzed in a stressful situation and become unable to think or make decisions quickly. Good decisions are made using a combination of your head (concrete information) and your heart (your intuition). Keys to Building Your Confidence • Know your desired result. Be clear on what the best outcome is. • Stay calm. Decisions made when highly emotional may cause you to use emotional input that may not be valid or relevant. • Have courage. The best way to gain courage is to begin making small decisions quickly, trust your intuition, and evaluate the results. • Learn to live with your decisions. Most decisions are reversible. If you’re unhappy with a decision, learn from it but don’t linger over it.

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Read each example and identify if it is a reversible or irreversible decision. Click each to reveal the answer. Reversible 1. Selecting a vendor Irreversible 2. Spending money Reversible 3. Launching a new advertising campaign Reversible 4. Hiring an employee Reversible 5. Firing an employee

Resilience Module 6: In-the-Moment Coping Strategies

Resilience In-the-Moment Coping Strategies In order to be resilient, you need some in-the-moment coping strategies—tools for dealing with being upset right when a crisis or stressful situation is happening. Allow Yourself a Bad Day • Accept that this day is not going your way. And know tomorrow will be better. • Go to a private place and have a good cry, air-punch, stifled yell, or deep breath. Or simply sit —whatever will help you cope and regain your composure.

Resilience In-the-Moment Coping Strategies Part 2 Lighten Your Load • Figure out what tasks or activities you must do, and which ones you should do but can let go of in this temporary moment of crisis. Ask for Help • For assistance with tasks. It could be something small, such as a document formatting issue, or something big, such as covering so you can leave early. • For moral support. Find a trusted friend or colleague and talk. In most cases, just sharing your feelings helps you feel better.

Resilience In-the-Moment Coping Strategies Part 3 Look for the Good • Find something to be thankful for. Many people keep a gratitude journal where they write down at least one thing they’re grateful for every day. You don’t have to wait until bedtime to do this. • Help someone else. This can serve as a temporary distraction from your own issue, and can help you gain perspective on what’s really important. • Start your day over. Mentally clear your mind, make a conscious choice to start over, and renew your attitude. • Smile. You may have to force it, but smiling sends a signal to your brain that things aren’t so bad.

Resilience Module 7: Stress Management and Relaxation

Resilience Your Energy Meter Use an energy meter to monitor your energy drains and gains. Think of your daily tasks as energy drains or gains. Obviously, the more activities you can do to renew your energy and the less you can do that taxes your energy, the better you’ll manage your stress. Cook dinner Monthly budget analysis Weekly staff meeting Walk the dog Brainstorm new projects Energy drain Energy gain

Resilience Address Your Stress There are three strategies you can use to manage your stress: Avoid it in the First Place • Become more assertive and learn to say no. • Manage your time better. • Limit time with people who stress you out. Alter it • Adjust your standards. • Reframe your problems. • Change your environment. Accept it and Change Your Mindset • Don’t try to control the uncontrollable. • Learn to forgive. • Share your feelings.

Resilience Engage Your Senses Consciously engaging all five senses (plus movement) is a sure-fire way to manage your stress. In general, if you become agitated when stressed, engage in calming activities. If you become withdrawn, engage in stimulating activities. Try these stress-reducing activities: Movement Touch • Walk or run. • Pet a dog or cat. • Do yoga stretches. • Soak in a tub. • Dance. • Get a massage. • Squeeze a rubber ball. • Cuddle up in a soft blanket. Sound Sight • Listen to uplifting music. • Look at a cherished photo or memento. • Listen to nature sounds. • Surround yourself with colors you like. • Sing or hum a favorite tune. • Bring the outside in with a plant or flowers. • Listen to wind chimes or a water fountain. • Visualize a peaceful or rejuvenating place.

Resilience Engage Your Senses Part 2 Smell • Keep a scented candle nearby. • Brew coffee (stimulating) or tea (relaxing). • Wear your favorite perfume or cologne. • Keep scented fresh flowers at your desk. Taste • Drink a refreshing cold beverage (stimulating) or tea (relaxing). • Chew sugarless gum. • Have a piece of perfectly ripe fruit or crunchy veggies. • Have a small piece of dark chocolate. • But avoid mindless eating!

Resilience Preventing Burnout can occur after prolonged exposure to stress. Every day feels like a bad day, you’re exhausted all the time, and you feel as if nothing you do makes a difference. If you can relate, it’s a sign that your resilience skills are compromised and you are experiencing burnout. Here are some thoughts for how to repair the situation. Burnout Repair • Start the day with a relaxing ritual. Do something that inspires you. • Set boundaries and regain balance. Take regular breaks throughout the day. Clearly separate your work and non-work life. Learn to say no before you get overwhelmed. • Regularly disconnect from technology. At least once a day, silence your phone, step away from your laptop, and give yourself some time and space away from electronic distractions. • Adopt healthy habits. Exercise regularly, eat well, and get plenty of rest.

Resilience Rest and Relaxation Get enough sleep. Use your vacation time; it will recharge you and make you more productive at work. Engage in a sport, hobby, or activity. Rest and relaxation during your leisure time compensate for the stress you experience at work.

Resilience Test Your Knowledge Take a few moments to complete this quiz to review what you’ve just learned. Read each statement and decide if it is true or false. Click on each to reveal the answer. 1. Perfectionism is a major source of avoidable stress. . TRUE 2. Simply changing your environment, such as adjusting your lighting, can reduce your stress. TRUE 3. You have more control over your stress than you think you do. TRUE 4. Trying to control other people’s behavior is a major source of stress. TRUE 5. Delegating to others is a source of stress to some people.

Resilience Review

Resilience CASE STUDY—Apply What You’ve Learned Read the case study and answer the questions that follow in order to put your skills into practice. Organization: Two Bits, a bakery. People: Harper, the bakery owner, and Eli, one of her bakers. Situation: Harper is the owner of a popular local bakery. She employs five part-time workers, two who help with the early morning baking and three who help behind the counter. This morning when Harper arrived at the bakery at 4: 30 a. m. , the first thing she noticed was that the air conditioning wasn’t working, which is a problem as it is a hot summer day in Georgia where her bakery is located. Then she received a phone call from Doug, one of her bakers, telling her that he was sick and wouldn’t be in. At that moment, Eli, her other baker, arrived with his hand wrapped up in a huge bandage. “I cut my hand had to get 12 stitches last night. ”

Resilience CASE STUDY—Apply What You’ve Learned Part 2 Harper is used to running a business and having things go wrong, but this morning she feels overwhelmed. Harper: “Eli, what are we going to do? We’ll never be able to get all our orders made without Doug and with your hand like that. ” Eli: “I’ll do my best. Maybe people will understand. ” Harper: “No, you don’t understand. We’ll not only lose today’s orders, we might lose customers permanently. And our walk-up customers are going to die in this heat. Our perishable goods will literally melt in the heat. Or I might first!” Eli: “I’m sure we’ll get through this. ” Harper sighs and says, “Give me a minute to think about what to do. That’s all I have, a minute, and then we need to get going. ”

Resilience CASE STUDY—Questions to Consider 1. What coping strategies does Harper use? What else could Harper do to cope in the midst of this stressful situation? 2. What can Harper do to use flexible thinking? 3. Harper will have to make some decisions quickly, such as prioritizing what orders to fill first in case she can’t fill them all. She must also figure out what to do about the air conditioning— how to get it working herself or whom to call for help. How can she make effective decisions quickly? 4. How can Harper use her foundation of resilience to help her in this temporary crisis? Review the ideas and suggested answers provided on the following slides.

Resilience CASE STUDY—Suggested Answers 1. What coping strategies does Harper use? What else could Harper do to cope in the midst of this stressful situation? After freaking out (a natural reaction), Harper gives herself a minute to regain her composure. That will go a long way toward helping her make good decisions quickly, which is something she is going to have to do. In addition to taking a moment, she could look for the good—such as at least Eli showed up to work and his hand wasn’t more severely damaged, at least she has customers and orders to fill instead of none, etc. In addition, she could figure out what tasks and activities to let go of for today, and ask for help. 2. What can Harper do to use flexible thinking? Harper can change her negative or self-limiting self-talk to be more positive or open-ended. For example, instead of saying, “We’ll never be able to get our orders made…” she can say, “How can we get our orders made without Doug and with your hand injured? ” Instead of saying, “We’ll lose today’s orders and we might lose customers permanently” she can say, “When our customers find out what we’ve done to fill their orders today, we’ll have loyal customers for life!”

Resilience CASE STUDY—Suggested Answers Part 2 3. Harper will have to make some decisions quickly, such as prioritizing what orders to fill first in case she can’t fill them all. She must also figure out what to do about the air conditioning— how to get it working herself or whom to call for help. How can she make effective decisions quickly? Harper will need to trust her instincts to make decisions quickly. She should gather as much information as she can quickly, seek advice if possible, and then trust her gut. In Harper’s case, baking needs to start immediately, so she doesn’t have much time. In addition, it’s very early in the morning and she needs to decide if there’s someone in her support network who can offer good advice that she can wake up so early in the morning. Good decisions are made when you know your desired result, stay calm, have courage, and learn to live with your decisions.

Resilience CASE STUDY—Suggested Answers Part 3 4. How can Harper use her foundation of resilience to help her in this temporary crisis? The foundation of resilience is strong self-esteem, a good support network, and focus on your goals. In Harper’s case, she has weathered other stressful situations as a business owner, and she can recall those successes to give her confidence to get through this situation. We don’t know about her network of support, but we do know she has three other employees she could call and see if they can come in and help. And though it’s not explicitly stated, she has a goal of providing desirable baked goods in her community (the bakery is popular, so she has been accomplishing her goal). Keeping her eyes on her goal will help her overcome this stressful situation.

Resilience Congratulations! By now you should be able to: • Bounce back from adversity. • Build your self-esteem as a foundation of resilience. • Make and maintain connections to build resilience. • Accept and embrace change. • Use flexible thinking to overcome obstacles. • Implement stress management and relaxation strategies to maintain resilience.

Resilience Appendix

Resilience References Brooks, Robert, and Sam Goldstein. The Power of Resilience: Achieving Balance, Confidence and Personal Strength in Your Life. New York: Mc. Graw-Hill, 2004. Maddi, Salvatore R. , and Deborah M. Khoshaba. Resilience at Work: How to Succeed No Matter What Life Throws at You. New York: AMACOM, 2005. Reivich, Karen, Ph. D. , and Andrew Shatté, Ph. D. The Resilience Factor: 7 Keys to Finding Your Inner Strength and Overcoming Life’s Hurdles. New York: Broadway Books, 2002.

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