Defusing Hostile Customers Workbook - Electronic Version Price: $32.95
By Bacal & Associates
If you deal with difficult, stubborn, angry or aggressive customers this "seminar in a book" is an ideal
way to increase your skills at defusing hostile customers. Not just a book you read, but complete with
exercises, assignments to try, and skill buillding components. Truly a unique approach to helping
you reduce the stress, and time associated with dealing with hostile customers.
Electronic Downloadable Version
Buy the book today -- use it to learn, and apply what you learn on the job, tomorrow. Written for government, but applies everywhere. Weighing in at full book length (over 200 pages), some consider this the Bible for dealing with difficult, angry or manipulative customers, regardless of industry.
Used by a number of government and universities, including the University of New Mexico and State Govt. of S. Carolina. Here's a review from an amazon.com purchaser: "The BEST customer service resource ever written!," Reviewer: Autumn Bell from ALBUQUERQUE, NM
Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university... In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons.
I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace!
He goes so far beyond the trite techniques found in other customer service materials... Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!
Based on the Bacal & Associates seminar of the same name which has been delivered to over 10,000 people over the past few years. It was created to help those that could not arrange to attend the live two day seminar.
Contents include exercises for every chapter, with associated answers at the back of the book. Content is drawn from a number of sources, including the disciplines of psychology, psycholinguistics and sociology. But it's written in plain every day language.
Here are just a few of the topics included:
• Nature of Hostile Behaviour • How Hostile Situations Escalate
• Principles of Defusing • Art of Self-Control
• Starting Off Successfully • Using Co-operative Language
• Verbal Self-Defense Techniques • Acknowledgement Tactics
• Countering Non-Verbal Intimidation • Referral Techniques
• Telephone Hostility • Limit Setting and Following Through
• Special Chapter For Supervisors and Managers • • ...and there's so much more.
Usage: Great for individual employees, but also an ideal way for companies to help their employees deal with difficult customers. We offer significant bulk discounts to purchasers who need more than one copy. A number of our clients use this book as a basis for their customer service training!
Conflict Prevention In The Workplace - The Book (Electronic Delivery) Price: $25.95
By Bacal & Associates
It makes much more sense to present unnecessary and destructive conflict before it grows. Once a conflict expands or escalates, it's hard to fix. Conflict Prevention In The Workplace explains how to modify your use of words and language to reduce the possibilities of personality conflicts, and other non-substantive and needless conflicts. Practical. Use these techniques immediately.
Electronic Downloadable Version
Learn to Prevent Unnecessary and Destructive Conflict Before It Escalates
The Point: We all experience conflict in our lives. There's always been a lot of interest in how to
manage conflict once it appears in the open, and that's important. What's not so common is
a concern for preventing unnecessary conflict, so it doesn't start in the first place.
Robert Bacal noticed that people who are involved in little conflict actually communicate differently than
those who seem to be involved in a lot of conflict situations, and that these differences occur at
work and in personal relationships.
This book teaches you how small modifications in how you communicate will affect the degree to which
you actually contribute to conflict situations. If you change your communication ability, you can significantly reduce conflict around you.
Book Features: With roots in psychology and psycholinguistics, it is written in a style anyone can understand, with lots of examples. It explains what you need to stop saying, and how to replace confict provoking language. It is also short. You needn't spend days wading through complex explanations. About 100 tightly written, lean pages.
What's Inside?
• Conflict In Organizations - An Overview • The Inevitability of Conflict
• Good Organizational Conflict • Ugly Conflict
• Contributors to Ugly Conflict In The Workplace • Summary
• KeyPoints • Cooperative Vs. Conflict-Provoking Communication
The Essential Difference:
• Cooperative Communication • The Psychology Beneath Cooperation & Confrontation
• What Angers People Or Primes The Conflict Pump • Lack of Listening/Understanding
• Less Than Communication • Communicating Mistrust
• Violations of Conversation Rules • Blatant Generalizations
• Power/Status-Based Communication • A Brief Conflict-Provoking Communication Self-Assessment
• Conflict-Provoking Behaviours • Person Centred Comments & Criticism
• Past Centred Comments • Guilt-Induction Attempts
• Blaming Comments • Inappropriate Reassurance and Positive Thinking
• Unsolicited Advice/Commands • Lengthy Attempts At Persuasion
• Defensiveness-Causing Questions • Extended Attempts To Win
• Mistrust Statements • Overstatements and Over-generalizations
• Infallibility Comments (and qualification comments) • Histrionic Behaviour (Overdramatization)
• Use Of Hot Phrases and Words • Words or phrases that suggest disinterest
• Phrases that blame or imply blame or suggest ignorance • Absolute words
• Phrases that suggest helplessness (brush-offs) • Phrases that have a threatening undertone
• Phrases that challenge or dare • Use of Code Words and Innuendo
• Passive-Aggressive Behaviour • ...much more inside.
Conflict Resolution Skills Price: $39.00
By Nancy Hay
The Art of Fair Fighting - 10 Steps to Better Communication Skills and a Healthier Relationship.
By Bacal & Associates
If you deal with difficult, stubborn, angry or aggressive customers this "seminar in a book" is an ideal
way to increase your skills at defusing hostile customers. Not just a book you read, but complete with
exercises, assignments to try, and skill buillding components. Truly a unique approach to helping
you reduce the stress, and time associated with dealing with hostile customers.
Electronic Downloadable Version
Buy the book today -- use it to learn, and apply what you learn on the job, tomorrow. Written for government, but applies everywhere. Weighing in at full book length (over 200 pages), some consider this the Bible for dealing with difficult, angry or manipulative customers, regardless of industry.
Used by a number of government and universities, including the University of New Mexico and State Govt. of S. Carolina. Here's a review from an amazon.com purchaser: "The BEST customer service resource ever written!," Reviewer: Autumn Bell from ALBUQUERQUE, NM
Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university... In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons.
I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace!
He goes so far beyond the trite techniques found in other customer service materials... Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!
Based on the Bacal & Associates seminar of the same name which has been delivered to over 10,000 people over the past few years. It was created to help those that could not arrange to attend the live two day seminar.
Contents include exercises for every chapter, with associated answers at the back of the book. Content is drawn from a number of sources, including the disciplines of psychology, psycholinguistics and sociology. But it's written in plain every day language.
Here are just a few of the topics included:
• Nature of Hostile Behaviour • How Hostile Situations Escalate
• Principles of Defusing • Art of Self-Control
• Starting Off Successfully • Using Co-operative Language
• Verbal Self-Defense Techniques • Acknowledgement Tactics
• Countering Non-Verbal Intimidation • Referral Techniques
• Telephone Hostility • Limit Setting and Following Through
• Special Chapter For Supervisors and Managers • • ...and there's so much more.
Usage: Great for individual employees, but also an ideal way for companies to help their employees deal with difficult customers. We offer significant bulk discounts to purchasers who need more than one copy. A number of our clients use this book as a basis for their customer service training!
Conflict Prevention In The Workplace - The Book (Electronic Delivery) Price: $25.95
By Bacal & Associates
It makes much more sense to present unnecessary and destructive conflict before it grows. Once a conflict expands or escalates, it's hard to fix. Conflict Prevention In The Workplace explains how to modify your use of words and language to reduce the possibilities of personality conflicts, and other non-substantive and needless conflicts. Practical. Use these techniques immediately.
Electronic Downloadable Version
Learn to Prevent Unnecessary and Destructive Conflict Before It Escalates
The Point: We all experience conflict in our lives. There's always been a lot of interest in how to
manage conflict once it appears in the open, and that's important. What's not so common is
a concern for preventing unnecessary conflict, so it doesn't start in the first place.
Robert Bacal noticed that people who are involved in little conflict actually communicate differently than
those who seem to be involved in a lot of conflict situations, and that these differences occur at
work and in personal relationships.
This book teaches you how small modifications in how you communicate will affect the degree to which
you actually contribute to conflict situations. If you change your communication ability, you can significantly reduce conflict around you.
Book Features: With roots in psychology and psycholinguistics, it is written in a style anyone can understand, with lots of examples. It explains what you need to stop saying, and how to replace confict provoking language. It is also short. You needn't spend days wading through complex explanations. About 100 tightly written, lean pages.
What's Inside?
• Conflict In Organizations - An Overview • The Inevitability of Conflict
• Good Organizational Conflict • Ugly Conflict
• Contributors to Ugly Conflict In The Workplace • Summary
• KeyPoints • Cooperative Vs. Conflict-Provoking Communication
The Essential Difference:
• Cooperative Communication • The Psychology Beneath Cooperation & Confrontation
• What Angers People Or Primes The Conflict Pump • Lack of Listening/Understanding
• Less Than Communication • Communicating Mistrust
• Violations of Conversation Rules • Blatant Generalizations
• Power/Status-Based Communication • A Brief Conflict-Provoking Communication Self-Assessment
• Conflict-Provoking Behaviours • Person Centred Comments & Criticism
• Past Centred Comments • Guilt-Induction Attempts
• Blaming Comments • Inappropriate Reassurance and Positive Thinking
• Unsolicited Advice/Commands • Lengthy Attempts At Persuasion
• Defensiveness-Causing Questions • Extended Attempts To Win
• Mistrust Statements • Overstatements and Over-generalizations
• Infallibility Comments (and qualification comments) • Histrionic Behaviour (Overdramatization)
• Use Of Hot Phrases and Words • Words or phrases that suggest disinterest
• Phrases that blame or imply blame or suggest ignorance • Absolute words
• Phrases that suggest helplessness (brush-offs) • Phrases that have a threatening undertone
• Phrases that challenge or dare • Use of Code Words and Innuendo
• Passive-Aggressive Behaviour • ...much more inside.
Conflict Resolution Skills Price: $39.00
By Nancy Hay
The Art of Fair Fighting - 10 Steps to Better Communication Skills and a Healthier Relationship.
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