Defusing Hostile Customers Workbook Third Edition2010

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Defusing Hostile Customers Workbook (Third Edition2010)

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1450585744
Total Pages : 192 pages
Book Rating : 4.4/5 (55 download)

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Book Synopsis Defusing Hostile Customers Workbook (Third Edition2010) by : Robert Bacal

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.

Defusing Hostile Customers Workbook

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 0968372236
Total Pages : 207 pages
Book Rating : 4.9/5 (683 download)

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Book Synopsis Defusing Hostile Customers Workbook by : Robert Bacal

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:

Hello!

Author : Kate Edwards
Publisher : Springer
ISBN 13 : 1137489715
Total Pages : 203 pages
Book Rating : 4.1/5 (374 download)

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Book Synopsis Hello! by : Kate Edwards

Download or read book Hello! written by Kate Edwards and published by Springer. This book was released on 2016-04-29 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hello! And Every Little Thing that Matters will transform the way businesses interact with customers – delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.

If It Wasn't for the Customers I'd Really Like This Job

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)

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Book Synopsis If It Wasn't for the Customers I'd Really Like This Job by : Robert Bacal

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.

Communicating Professionally, Third Edition

Author : Catherine Sheldrick Ross
Publisher : American Library Association
ISBN 13 : 1555709087
Total Pages : 473 pages
Book Rating : 4.5/5 (557 download)

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Book Synopsis Communicating Professionally, Third Edition by : Catherine Sheldrick Ross

Download or read book Communicating Professionally, Third Edition written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2013-07-17 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: An updated and expanded version of the training guide Booklist called "one of the most valuable professional publications to come off the presses in a long time," the new third edition of Communicating Professionally is completely revised with new sections outlining the opportunities offered by contemporary communication media. With more resource information on cross-cultural communication, including new applications of communication principles and the latest research-based material on communication in general, this comprehensive manual covers Fundamental skills such as listening, speaking, and writing Reading others’ nonverbal behavior How to integrate skills, with tips for practicing Sense-making, a theory of information as communication Common interactions like speaking one-on-one, working in groups, and giving presentations Training others in communication skills, including a special section on technology-based training

Dealing with an Angry Public

Author : Lawrence Susskind
Publisher : Simon and Schuster
ISBN 13 : 0684823020
Total Pages : 296 pages
Book Rating : 4.6/5 (848 download)

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Book Synopsis Dealing with an Angry Public by : Lawrence Susskind

Download or read book Dealing with an Angry Public written by Lawrence Susskind and published by Simon and Schuster. This book was released on 1996-04-17 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some portion of the American public will react negatively to almost any new corporate initiative, as Disney discovered when it announced its plans to build an historical theme park in Virginia. Similarly, government efforts to change policy or shift budget priorities are invariably met with stiff resistance. In this enormously practical book, Lawrence Susskind and Patrick Field analyze scores of both private and public-sector cases, as well as crisis scenarios such as the Alaskan oil spill, the silicone breast implant controversy, and nuclear plant malfunction at Three Mile Island. They show how resistance to both public and private initiatives can be overcome by a mutual gains approach involving face-to-face negotiation, a strategy applied successfully by over fifteen hundred executives and officials who have attended Professor Susskind's MIT-Harvard "Angry Public" seminars.Susskind and Field outline the six key elements of this approach in order to help business and government leaders negotiate, rather than fight, with their critics. In the process, they show how to identify who the public is, whose concerns to address first, which people and organizations must be convinced of the legitimacy of action taken, and how to assess and respond to different types of anger effectively. Acknowledging the crucial role played by the media in shaping public perception and understanding, Susskind and Field suggest a way to develop media interaction which is consistent with the six mutual gains principles, and also discuss the type of leadership that corporate and government managers must provide in order to combine these ideas into a useful whole.We all need to be concerned about a society in which the public's concerns, fears and anger are not adequately addressed. When corporate and government agencies must spend crucial time and resources on rehashing and defending each decision they make, a frustrated and angry public contributes to the erosion of confidence in our basic institutions and undermines our competitiveness in the international marketplace. In this valuable book, Susskind and Field have produced a strong, clear framework which will help reduce these hidden costs for hundreds of executives, managers, elected and appointed officials, entrepreneurs, and the public relations, legal and other professionals who advise them.

Stepmonster

Author : Wednesday Martin
Publisher : HarperCollins
ISBN 13 : 0547394314
Total Pages : 333 pages
Book Rating : 4.5/5 (473 download)

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Book Synopsis Stepmonster by : Wednesday Martin

Download or read book Stepmonster written by Wednesday Martin and published by HarperCollins. This book was released on 2011-01-21 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: An honest and groundbreaking guide to understanding the complicated emotions that develop between stepmothers and children. When faced with often overwhelming challenges, what woman with stepchildren is unfamiliar with that “stepmonster” feeling? Half of all women in the United States will live with or marry a man with children. To guide women new to this role—and empower those who are struggling with it—Wednesday Martin draws upon her own experience as a stepmother. She's frank about the harrowing process of becoming a stepmother, she considers the myths and realities of being married to a man with children, and she counteracts the cultural notion that stepmothers are solely responsible for the problems that often develop. Along the way, she interviews other stepmothers and stepchildren and offers up fascinating insights from literature, anthropology, psychology, and evolutionary biology that explain the little-understood realities of this unique parent-child relationship and—in an unexpected twist—shows why the myth of the Wicked Stepmother is the single best tool for understanding who real stepmothers are and how they feel.

Hostile Waters

Author : Peter A. Huchthausen
Publisher : Macmillan
ISBN 13 : 9780312966126
Total Pages : 364 pages
Book Rating : 4.9/5 (661 download)

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Book Synopsis Hostile Waters by : Peter A. Huchthausen

Download or read book Hostile Waters written by Peter A. Huchthausen and published by Macmillan. This book was released on 1998-08-15 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1986, the Cold War was winding down, yet under the seas the game of cat and mouse between Soviet and American submarines continued unabated. Off the coast of North Carolina, an aging Soviet ballistic missile submarine suffered a catastrophe accident and came within moments of melting down. Had it exploded, the entire East Coast of the U.S. would have been blanketed in radioactive fallout. The death toll would have made Chernobyl seem like a traffic accident. This is the gripping, true story of 60 young Soviet men who fought--and died--to save our lives. Photo insert. Foreward by Tom Clancy. Martin's Press.

The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration

Author : Mary Scannell
Publisher : McGraw Hill Professional
ISBN 13 : 0071743669
Total Pages : 240 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration by : Mary Scannell

Download or read book The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration written by Mary Scannell and published by McGraw Hill Professional. This book was released on 2010-05-28 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make workplace conflict resolution a game that EVERYBODY wins! Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities). Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization's bottom line. Let The Big Book of Conflict-Resolution Games help you to: Build trust Foster morale Improve processes Overcome diversity issues And more Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged.

Teaching at Its Best

Author : Linda B. Nilson
Publisher : John Wiley & Sons
ISBN 13 : 0470612363
Total Pages : 401 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis Teaching at Its Best by : Linda B. Nilson

Download or read book Teaching at Its Best written by Linda B. Nilson and published by John Wiley & Sons. This book was released on 2010-04-20 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: Teaching at Its Best This third edition of the best-selling handbook offers faculty at all levels an essential toolbox of hundreds of practical teaching techniques, formats, classroom activities, and exercises, all of which can be implemented immediately. This thoroughly revised edition includes the newest portrait of the Millennial student; current research from cognitive psychology; a focus on outcomes maps; the latest legal options on copyright issues; and how to best use new technology including wikis, blogs, podcasts, vodcasts, and clickers. Entirely new chapters include subjects such as matching teaching methods with learning outcomes, inquiry-guided learning, and using visuals to teach, and new sections address Felder and Silverman's Index of Learning Styles, SCALE-UP classrooms, multiple true-false test items, and much more. Praise for the Third Edition of Teaching at Its BestEveryone veterans as well as novices will profit from reading Teaching at Its Best, for it provides both theory and practical suggestions for handling all of the problems one encounters in teaching classes varying in size, ability, and motivation." Wilbert McKeachie, Department of Psychology, University of Michigan, and coauthor, McKeachie's Teaching TipsThis new edition of Dr. Nilson's book, with its completely updated material and several new topics, is an even more powerful collection of ideas and tools than the last. What a great resource, especially for beginning teachers but also for us veterans!" L. Dee Fink, author, Creating Significant Learning ExperiencesThis third edition of Teaching at Its Best is successful at weaving the latest research on teaching and learning into what was already a thorough exploration of each topic. New information on how we learn, how students develop, and innovations in instructional strategies complement the solid foundation established in the first two editions." Marilla D. Svinicki, Department of Psychology, The University of Texas, Austin, and coauthor, McKeachie's Teaching Tips

Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks)

Author : Dave Kerpen
Publisher : McGraw Hill Professional
ISBN 13 : 0071769501
Total Pages : 289 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks) by : Dave Kerpen

Download or read book Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks) written by Dave Kerpen and published by McGraw Hill Professional. This book was released on 2011-06-07 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

Author : Robert Bacal
Publisher : McGraw Hill Professional
ISBN 13 : 0071465111
Total Pages : 240 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by : Robert Bacal

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

How to Take the Grrrr Out of Anger

Author : Elizabeth Verdick
Publisher : Free Spirit Publishing
ISBN 13 : 1575425165
Total Pages : 128 pages
Book Rating : 4.5/5 (754 download)

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Book Synopsis How to Take the Grrrr Out of Anger by : Elizabeth Verdick

Download or read book How to Take the Grrrr Out of Anger written by Elizabeth Verdick and published by Free Spirit Publishing. This book was released on 2015-04-30 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kids need help learning how to manage their anger. Blending solid information and sound advice with humor and lively illustrations, these anger-management tips guide kids to understand that anger is normal and to learn they can express it in healthy ways. The book teaches them how to recognize anger in themselves and others, how to handle situations and emotions (loneliness, guilt, frustration, fear) that lead to or mask anger, and how to deal with the anger they feel. This revised edition addresses children’s exposure to increased societal violence and includes discussion and examples of anger related to texting and social media. Young readers learn that cruelty and violence are not acceptable and there are safer, more positive ways to resolve conflicts. They also discover what to do when people around them are angry, how to get help, and how to locate other resources when they need more support.

Getting Past No

Author : William Ury
Publisher : Bantam
ISBN 13 : 0553903640
Total Pages : 210 pages
Book Rating : 4.5/5 (539 download)

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Book Synopsis Getting Past No by : William Ury

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!

Achieving Excellence Through Customer Service

Author : John Tschohl
Publisher : Best Sellers Publishing
ISBN 13 : 9780963626844
Total Pages : 388 pages
Book Rating : 4.6/5 (268 download)

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Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation

Getting a Grip

Author : Louis Paul Priolo
Publisher :
ISBN 13 : 9781879737594
Total Pages : 0 pages
Book Rating : 4.7/5 (375 download)

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Book Synopsis Getting a Grip by : Louis Paul Priolo

Download or read book Getting a Grip written by Louis Paul Priolo and published by . This book was released on 2007-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: I'm angry, got a problem with that? Maybe we do!A In his highly popular book,The Heart of Anger,author/counselor Lou Priolo tackled the tough problem of anger in young children; its causes and cures.A Now, Priolo uses his years of experience and considerable skills in defusing anger in teenagers. This is a break-through book designed for teenagers.A It is meant to be read by teenagers.A But Mom and Dad don't worry:A We want you to read it, too!A Sure to be a classic, this book will put your life back on a God-glorifying track!

How Learning Works

Author : Susan A. Ambrose
Publisher : John Wiley & Sons
ISBN 13 : 0470617608
Total Pages : 336 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis How Learning Works by : Susan A. Ambrose

Download or read book How Learning Works written by Susan A. Ambrose and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for How Learning Works "How Learning Works is the perfect title for this excellent book. Drawing upon new research in psychology, education, and cognitive science, the authors have demystified a complex topic into clear explanations of seven powerful learning principles. Full of great ideas and practical suggestions, all based on solid research evidence, this book is essential reading for instructors at all levels who wish to improve their students' learning." —Barbara Gross Davis, assistant vice chancellor for educational development, University of California, Berkeley, and author, Tools for Teaching "This book is a must-read for every instructor, new or experienced. Although I have been teaching for almost thirty years, as I read this book I found myself resonating with many of its ideas, and I discovered new ways of thinking about teaching." —Eugenia T. Paulus, professor of chemistry, North Hennepin Community College, and 2008 U.S. Community Colleges Professor of the Year from The Carnegie Foundation for the Advancement of Teaching and the Council for Advancement and Support of Education "Thank you Carnegie Mellon for making accessible what has previously been inaccessible to those of us who are not learning scientists. Your focus on the essence of learning combined with concrete examples of the daily challenges of teaching and clear tactical strategies for faculty to consider is a welcome work. I will recommend this book to all my colleagues." —Catherine M. Casserly, senior partner, The Carnegie Foundation for the Advancement of Teaching "As you read about each of the seven basic learning principles in this book, you will find advice that is grounded in learning theory, based on research evidence, relevant to college teaching, and easy to understand. The authors have extensive knowledge and experience in applying the science of learning to college teaching, and they graciously share it with you in this organized and readable book." —From the Foreword by Richard E. Mayer, professor of psychology, University of California, Santa Barbara; coauthor, e-Learning and the Science of Instruction; and author, Multimedia Learning