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Spis treści

1. THE MAJOR ISSUES.

The Mind-Brain Relationship. Biological Explanations of Behavior. The Brain and Conscious Experience. Nature and Nurture. The Genetics of Behavior. The Evolution of Behavior. The Use of Animals in Research. Reasons for Animal Research. The Ethical Debate. Prospects for Further Study.

2. NERVE CELLS AND NERVE IMPULSES.

The Cells of the Nervous System. Neurons and Glia. The Blood-Brain Barrier. The Nourishment of Vertebrate Neurons. The Nerve Impulse. The Resting Potential of the Neuron. The Action Potential. Propagation of the Action Potential. The Myelin Sheath and Saltatory Conduction. Signaling Without Action Potentials.

3. COMMUNICATION WITHIN THE BODY: SYNAPSES AND HORMONES.

The Concept of the Synapse. The Properties of the Synapse. Relationship Among EPSP, IPSP, and Action Potential. Chemical Events at the Synapse. The Discovery That Most Synaptic Transmission is Chemical. The Sequence of Events at a Synapse. Synapses, Abused Drugs, and Behavior. How Drugs Affect Synapses. Synapses, Reinforcement, and Drug Use. Synapses, Reinforcement, and Personality. Hormones and Behavior. Mechanisms of Hormone Actions. Control of Hormone Release.

4. ANATOMY OF THE NERVOUS SYSTEM.

The Divisions of the Vertebrate Nervous System. Some Terminology. The Spinal Cord. The Autonomic Nervous System. The Hindbrain. The Midbrain. The Forebrain. The Ventricles. The Cerebral Cortex. Organization of the Cerebral Cortex. The Occipital Lobe. The Parietal Lobe. The Temporal Lobe. The Frontal Lobe. How Do the Pieces Work Together?

5. DEVELOPMENT AND PLASTICITY OF THE BRAIN.

Development of the Brain. Growth and Differentiation of the Vertebrate Brain. Pathfinding by Axons. Fine-Tuning by Experience. Proportional Growth of Brain Areas. The Vulnerable Developing Brain. Recovery of Function After Brain Damage. Causes of Human Brain Damage. Adjustments and Potential Recovery After Brain Damage. Effects of Age. Therapies.

6. VISION.

Visual Coding and the Retinal Receptors. Reception, Transduction, and Coding. The Eye and Its Connections to the Brain. Visual Receptors: Rods and Cones. Color Vision. The Neural Basis of Visual Perception. An Overview of the Mammalian Visual System. Mechanisms of Processing in the Visual System. Concurrent Pathways in the Visual System. The Cerebral Cortex: The Shape Pathway. The Cerebral Cortex: The Color Pathway. The Cerebral Cortex: The Motion and Depth Pathways. Visual Attraction. The Binding Problem Revisited: Visual Consciousness. The Development of the Visual System. Infant Vision. Effects of Experience on Visual Development.

7. THE NONVISUAL SENSORY SYSTEMS.

Audition. Sound and the Ear. Pitch Perception. Hearing Loss. Localization of Sounds. The Mechanical Senses. Vestibular Sensation. Somatosensation. Pain. The Chemical Senses. General Issues About Chemical Coding. Taste. Olfaction. Vomeronasal Sensation and Pheromones.

8. MOVEMENT.

The Control of Movement. Muscles and Their Movements. Units of Movement. Brain Mechanisms of Movement. The Role of the Cerebral Cortex. The Role of the Cerebellum. The Role of the Basal Ganglia. Disorders of Movement. Parkinson's Disease. Huntington's Disease.

9. RHYTHMS OF WAKEFULNESS AND SLEEP.

Rhythms of Waking and Sleeping. Endogenous Cycles. Resetting the Biological Clock. The Mechanisms of the Biological Clock.Stages of Sleep and Brain Mechanisims. The Stages of Sleep. Paradoxical or REM Sleep. Brain Mechanisms of Wakefulness and Arousal. Brain Function in REM Sleep. Abnormalities of Sleep. Why Sleep? Why REM? Why Dreams? The Functions of Sleep. The Functions of REM Sleep. Biological Perspectives on Dreaming.

10. THE REGULATION OF INTERNAL BODY STATES.

Temperature Regulation. Homeostasis. Controlling Body Temperature. Temperature Regulation and Behavior. Thirst. Mechanisms of Water Regulation. Osmotic Thirst. Hypovolemic Thirst. Hunger. How the Digestive System Influences Food Selection. How Taste and Digestion Control Hunger and Satiety. The Hypothalamus and Feeding Regulation. Satiety Chemicals and Eating Disorders.

11. REPRODUCTIVE BEHAVIORS.

The Effects of Sex Hormones. Organizing Effects of Sex Hormones. Activating Effects of Sex Hormones. Puberty. Parental Behavior. Variations in Sexual Development and Orientation. Determinants of Gender Identity. Possible Biological Bases of Sexual Orientation.

12. EMOTIONAL BEHAVIORS.

What Is Emotion, Anyway? and What Good Is It? Are Emotions Useful? Emotions and Readiness for Action. Stress and Health. Stress and the Autonomic Nervous System. Stress and the Hypothalamus-Pituitary-Adrenal Cortex Axis. Post-Traumatic Stress Disorder. Attack and Escape Behaviors. Attack Behaviors. Escape Behaviors.

13. THE BIOLOGY OF LEARNING AND MEMORY.

Learning, Memory, Amnesia, and Brain Functioning. Localized Representations of Memory. Types of Memory. The Hippocampus and Amnesia. Other Types of Brain Damage and Amnesia. Infant Amnesia. Storing Information in the Nervous System. Learning and the Hebbian Synapse. Single-Cell Mechanisms of Invertebrate Behavior Change. Long-Term Potentiation in Mammals.

14. LATERALIZATION AND LANGUAGE.

Lateralization of Function. Visual and Auditory Connections to the Hemispheres. Cutting the Corpus Callosum. Development of Lateralization and Handedness. Avoiding Overstatements. Evolution and Physiology of Language. Nonhuman Precursors of Language. Effects of Brain Damage on Human Language? Effects of Brain Damage on Language. Dyslexia.

15. ALCOHOLISM, MOOD DISORDERS, AND SCHIZOPHRENIA.

Alcoholism. Genetics. Alcohol Metabolism and Antabuse. Mood Disorders. Major Depressive Disorder. Bipolar Disorder. Seasonal Affective Disorder. Schizophrenia. Characteristics. The Neurodevelopmental Hypothesis. Neurotransmitters and Drugs.

Appendix A: Brief, Basic Chemistry.
Appendix B: Society For Neuroscience Policies On The Use Of Animals And Human Subjects In Neuroscience Research.

References.
Credits.
Theme Index.
Name Index.
Subject Index/Glossary.

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń. Płyta CD z materiałami dodatkowymi.

Spis treści

1. The Major Issues.
2. Nerve Cells and Nerve Impulses.
3. Communication at Synapses.
4. Anatomy of the Nervous System.
5. Development and Plasticity of the Brain.
6. Vision.
7. The Other Sensory Systems, and Attention.
8. Movement.
9. Wakefulness and Sleep.
10. Internal Regulation.
11. Reproductive Behaviors.
12. Emotional Behaviors.
13. The Biology of Learning and Memory.
14. Lateralization and Language.
15. Psychological Disorders.

Appendix A: Brief, Basic Chemistry.
Appendix B: Society for Neuroscience policies on the Use of Animals and Human Subjects in Neuroscience Research.

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń. Płyta CD z materiałami dodatkowymi.

Spis treści

1. What is Psychology?
2. Scientific Methods in Psychology.
3. Biological Psychology.
4. Sensation and Perception.
5. States of Consciousness.
6. Learning.
7. Memory.
8. Cognition and Language.
9. Intelligence and Its Measurement.
10. Human Development.
11. Motivation.
12. Emotions, Health and Stress.
13. Personality.
14. Social Psychology.
15. Abnormality, Therapy, and Social Issues.
16. Specific Disorders and Treatments.

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Spis treści

Ch. 1 What is customer service? 2
Ch. 2 Contributing to the service culture 28
Ch. 3 Positive verbal communication 60
Ch. 4 Nonverbal communication in customer service 92
Ch. 5 Listening to the customer 122
Ch. 6 Customer service and behavior 150
Ch. 7 Handling difficult customer encounters 176
Ch. 8 Customer service in a diverse world 204
Ch. 9 Customer service via technology 238
Ch. 10 Managing your stress 268
Ch. 11 Managing your time 296
Ch. 12 Encouraging customer loyalty 316
Ch. 13 Service recovery 348
Ch. 14 Focusing on the future 372