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Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 0968372236
Total Pages : 207 pages
Book Rating : 4.9/5 (683 download)
Download or read book Defusing Hostile Customers Workbook written by Robert Bacal and published by Bacal & Associates. This book was released on 1998 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1450585744
Total Pages : 192 pages
Book Rating : 4.4/5 (55 download)
Download or read book Defusing Hostile Customers Workbook (Third Edition2010) written by Robert Bacal and published by Bacal & Associates. This book was released on 2010-04-06 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.
Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)
Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.
Author : Kevin Fauteux
Publisher :
ISBN 13 : 9780882823492
Total Pages : 212 pages
Book Rating : 4.8/5 (234 download)
Download or read book Defusing Angry People written by Kevin Fauteux and published by . This book was released on 2011 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: "We have all encountered angry people and each of us has, at times, felt angry. But today, anger seems to have become a more pervasive and sometimes violent presence in our lives...Kevin Fauteux presents proven strategies and practical techniques to defuse angry and potentially violent people. 'Defusing Angry People' teaches readers the ways to manage combustible situations such as calming a verbally abusive person, not being intimidated by a bully, handling a serious threat and protecting one's self from volatile encounters..."--P. [4] of cover.
Author : Robert Bacal
Publisher : McGraw Hill Professional
ISBN 13 : 0071465111
Total Pages : 240 pages
Book Rating : 4.0/5 (714 download)
Download or read book Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation written by Robert Bacal and published by McGraw Hill Professional. This book was released on 2005-01-20 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com
Author : Robert Bacal
Publisher : Penguin
ISBN 13 : 9780028642710
Total Pages : 376 pages
Book Rating : 4.6/5 (427 download)
Download or read book The Complete Idiot's Guide to Consulting written by Robert Bacal and published by Penguin. This book was released on 2002 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides advice on starting a consulting business covering such topics as ethics, data gathering, multiple-income stream strategy, professionalism, marketing, and fee structures.
Author : Edward Lewis
Publisher : Paladin Press
ISBN 13 : 9781581600544
Total Pages : 0 pages
Book Rating : 4.6/5 (5 download)
Download or read book Hostile Ground written by Edward Lewis and published by Paladin Press. This book was released on 2000-01-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Our personal and professional lives often put us in contact with people who exhibit intimidating, menacing and sometimes outright violent behavior. Ed Lewis has faced hundreds of such confrontations as part of a professional restraint team at a mental health facility as well as on the streets as a private investigator, and in that environment he discovered the psychological and physical secrets of defusing such hostile subjects or, if necessary, restraining their attacks. In Hostile Ground, he gives you a graduate course in such topics as handling fear during a confrontation, recognizing different types of aggressors, identifying common reasons for assaultive behavior, reading body language for signs of impending violence, defusing a hostile situation and managing physical assaults if all else fails. Whether your job puts you in harm's way or you're simply an ordinary citizen who interacts with the public on a daily basis, you will learn from this book.
Author : Elaine K. McEwan
Publisher : Corwin Press
ISBN 13 : 145222238X
Total Pages : 193 pages
Book Rating : 4.4/5 (522 download)
Download or read book How to Deal With Parents Who Are Angry, Troubled, Afraid, or Just Plain Crazy written by Elaine K. McEwan and published by Corwin Press. This book was released on 2004-11-17 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you deal with high-maintenance parents who never seem happy with the job you are doing? Emotionally charged, often disgruntled, and occasionally abusive parents—sound familiar? The second edition of McEwan's best-selling classic will help you manage your most difficult audience, adding several features and examples that will give you the confidence and skills you need to handle such situations, including: Over two dozen strategies—enhanced and updated—to defuse emotionally charged parents An updated, easy-to-administer healthy school checklist Fifty ways to build parental support for your school Ten goals-at-a-glance to help keep your school-community relations on target A built-in facilitator's guide
Author : Gregory Hartley
Publisher : John Wiley & Sons
ISBN 13 : 1118001745
Total Pages : 228 pages
Book Rating : 4.1/5 (18 download)
Download or read book The Most Dangerous Business Book You'll Ever Read written by Gregory Hartley and published by John Wiley & Sons. This book was released on 2011-02-17 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hone your professional approach to a razor's edge using lessons from military and civilian intelligence The Most Dangerous Business Book You'll Ever Read brings expertise from military and civilian intelligence operations into your business life. It lays out hard-hitting interpersonal skills to raise your level of professional effectiveness and vanquish your competition. The Most Dangerous Business Book You'll Ever Read features former Army interrogator Gregory Hartley's unique system of profiling, formula for persuasion, and framework for establishing expertise quickly. Gregory makes his system concrete with case studies, tables, diagrams, and more. Question like a Polygrapher Sort Personalities like a Profiler Close a Deal like a Hostage Negotiator Interview like an Interrogator Network like a Spy Research like an Intelligence Analyst Decide like a SEAL Team-Build like Special Ops Take your career focus to the next level. Discover the skills they don't teach in business school with The Most Dangerous Business Book You'll Ever Read.
Author : Peter Earnest
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814414486
Total Pages : 241 pages
Book Rating : 4.8/5 (144 download)
Download or read book Business Confidential written by Peter Earnest and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sound like the CIA, or what you do at the office every day?
Author : W. Robert Nay
Publisher : Guilford Press
ISBN 13 : 1462502423
Total Pages : 306 pages
Book Rating : 4.4/5 (625 download)
Download or read book Taking Charge of Anger written by W. Robert Nay and published by Guilford Press. This book was released on 2012-03-06 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This successful guide has already helped many tens of thousands of readers understand and manage out-of-control anger in all its forms, from passive-aggression to all-out rage. Dr. Robert Nay presents an effective six-step program grounded in the proven techniques of cognitive-behavioral therapy. Self-quizzes and exercises show how to immediately recognize anger's triggers and early warning signs--and master cooling-off strategies that work in the heat of the moment. By learning specific ways to defuse conflict and express their feelings calmly, readers can put a lid on destructive anger while appropriately asserting their needs. The revised second edition includes a new chapter on resolving longstanding resentments, plus updated examples and resources"--
Author : Helio Fred Garcia
Publisher : Radius Book Group
ISBN 13 : 1635769035
Total Pages : 190 pages
Book Rating : 4.6/5 (357 download)
Download or read book Words on Fire written by Helio Fred Garcia and published by Radius Book Group. This book was released on 2020-06-30 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: The consequences of incendiary rhetoric are predictable. This is what author Helio Fred Garcia argues and warns us about in Words on Fire. The El Paso terrorist attack finally brought to the forefront broader public recognition that leaders who dehumanize and demonize groups, rivals, or critics create conditions where citizens begin to accept, condone, and even commit acts of violence. Leaders of all kinds use language to move people, and this book is about how they do it. The Work focuses on Donald Trump’s use of language that dehumanizes others, and how his use of dehumanizing language can provoke “lone wolves” to commit acts of violence, a type of violent extremism known as stochastic terrorism. Garcia’s goal is to sound the alarm about this insidious spur to violence by spelling out the mechanisms by which it works so that leaders, citizens, journalists, and others can recognize it when it occurs and hold leaders accountable. The Work is a timely analysis of leadership communication applied to the current political and social climate that will find a long-term audience with engaged citizens, civic leaders, and in the business, military, academic, and religious communities with which the author has deep ties. Garcia provides responsible leaders not just with techniques to recognize when they are using language in ways that may lead to negative consequences, but with ways to stop, redirect their focus, and stay on the high ground. And he provides citizens, civic leaders, journalists, and others with a framework to recognize potentially violence-provoking rhetoric so they can hold leaders accountable for it with twelve warning signs that rhetoric may provoke violence.
Author : William Ury
Publisher : Bantam
ISBN 13 : 0553903640
Total Pages : 210 pages
Book Rating : 4.5/5 (539 download)
Download or read book Getting Past No written by William Ury and published by Bantam. This book was released on 2007-04-17 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all want to get to yes, but what happens when the other person keeps saying no? How can you negotiate successfully with a stubborn boss, an irate customer, or a deceitful coworker? In Getting Past No, William Ury of Harvard Law School’s Program on Negotiation offers a proven breakthrough strategy for turning adversaries into negotiating partners. You’ll learn how to: • Stay in control under pressure • Defuse anger and hostility • Find out what the other side really wants • Counter dirty tricks • Use power to bring the other side back to the table • Reach agreements that satisfies both sides' needs Getting Past No is the state-of-the-art book on negotiation for the twenty-first century. It will help you deal with tough times, tough people, and tough negotiations. You don’t have to get mad or get even. Instead, you can get what you want!
Author : Jeremy Engels
Publisher : Penn State Press
ISBN 13 : 0271071982
Total Pages : 181 pages
Book Rating : 4.2/5 (71 download)
Download or read book The Politics of Resentment written by Jeremy Engels and published by Penn State Press. This book was released on 2015-06-18 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the days and weeks following the tragic 2011 shooting of nineteen Arizonans, including congresswoman Gabrielle Giffords, there were a number of public discussions about the role that rhetoric might have played in this horrific event. In question was the use of violent and hateful rhetoric that has come to dominate American political discourse on television, on the radio, and at the podium. A number of more recent school shootings have given this debate a renewed sense of urgency, as have the continued use of violent metaphors in public address and the dishonorable state of America’s partisan gridlock. This conversation, unfortunately, has been complicated by a collective cultural numbness to violence. But that does not mean that fruitful conversations should not continue. In The Politics of Resentment, Jeremy Engels picks up this thread, examining the costs of violent political rhetoric for our society and the future of democracy. The Politics of Resentment traces the rise of especially violent rhetoric in American public discourse by investigating key events in American history. Engels analyzes how resentful rhetoric has long been used by public figures in order to achieve political ends. He goes on to show how a more devastating form of resentment started in the 1960s, dividing Americans on issues of structural inequalities and foreign policy. He discusses, for example, the rhetorical and political contexts that have made the mobilization of groups such as Nixon’s “silent majority” and the present Tea Party possible. Now, in an age of recession and sequestration, many Americans believe that they have been given a raw deal and experience feelings of injustice in reaction to events beyond individual control. With The Politics of Resentment, Engels wants to make these feelings of victimhood politically productive by challenging the toxic rhetoric that takes us there, by defusing it, and by enabling citizens to have the kinds of conversations we need to have in order to fight for life, liberty, and equality.
Author : Chuck Thompson
Publisher : Macmillan
ISBN 13 : 0805082093
Total Pages : 334 pages
Book Rating : 4.8/5 (5 download)
Download or read book Smile When You're Lying written by Chuck Thompson and published by Macmillan. This book was released on 2007 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Sean Rayment
Publisher : HarperCollins UK
ISBN 13 : 0007413254
Total Pages : 41 pages
Book Rating : 4.0/5 (74 download)
Download or read book Bomb Hunters: In Afghanistan with Britain’s Elite Bomb Disposal Unit written by Sean Rayment and published by HarperCollins UK. This book was released on 2011-02-03 with total page 41 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Afghanistan is just like Iraq – hot, dusty and full of people who want to kill you', SSgt Simon Fuller, Royal Engineer Search Advisor Bomb Hunters tells the story of the British army's elite bomb disposal experts, men who face death every day in the most dangerous region of the most lethal country on earth – Helmand Province, Afghanistan.
Author : Joyce E. Divinyi
Publisher :
ISBN 13 :
Total Pages : 158 pages
Book Rating : 4.0/5 ( download)
Download or read book Good Kids, Difficult Behavior written by Joyce E. Divinyi and published by . This book was released on 1997 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Contains simple, constructive strategies for understanding and transforming difficult behavior. Excellent resource for teachers, parents, and anyone who works with children or teenagers.
