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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 : 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 : 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 : Adam Toporek
Publisher : AMACOM
ISBN 13 : 0814449069
Total Pages : 270 pages
Book Rating : 4.8/5 (144 download)
Download or read book Be Your Customer's Hero written by Adam Toporek and published by AMACOM. This book was released on 2015-04-22 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.
Author : Richard Gallagher
Publisher : AMACOM
ISBN 13 : 0814431844
Total Pages : 209 pages
Book Rating : 4.8/5 (144 download)
Download or read book The Customer Service Survival Kit written by Richard Gallagher and published by AMACOM. This book was released on 2013-03-20 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
Author : Rhea Joyce Rubin
Publisher : ALA Neal-Schuman
ISBN 13 : 9781555707316
Total Pages : 0 pages
Book Rating : 4.7/5 (73 download)
Download or read book Defusing the Angry Patron written by Rhea Joyce Rubin and published by ALA Neal-Schuman. This book was released on 2010-12-31 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Library staff members looking for effective ways to prevent and handle anger-driven confrontations with their patrons will find Rubin's revised text an exceptionally useful, applicable, and enlightening guide.
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 : 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 : W. Robert Nay
Publisher : Guilford Press
ISBN 13 : 1462503802
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 2012-03-05 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 : Bernard Golden
Publisher : JHU Press
ISBN 13 : 1421419742
Total Pages : 224 pages
Book Rating : 4.4/5 (214 download)
Download or read book Overcoming Destructive Anger written by Bernard Golden and published by JHU Press. This book was released on 2016-06-15 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Readers will be drawn to this book because their lives have been affected, even devastated, by anger. Job loss, divorce, family estrangement, substance abuse, and imprisonment are just some of the potential fallouts from uncontrolled anger. Many people do not know how to start making changes to turn destructive anger into healthy anger. This book offers understanding and tools for making those changes. In helping readers understand anger, psychologist Bernie Golden explains that while anger serves a purpose, it can easily become destructive. In this book he offers strategies to overcome anger that.
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 : 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 : Duncan Chappell
Publisher : International Labour Organization
ISBN 13 : 9789221179481
Total Pages : 390 pages
Book Rating : 4.1/5 (794 download)
Download or read book Violence at Work written by Duncan Chappell and published by International Labour Organization. This book was released on 2006 with total page 390 pages. Available in PDF, EPUB and Kindle. Book excerpt: Violence at work, ranging from bullying and mobbing, to threats by psychologically unstable co-workers, sexual harassment and homicide, is increasing worldwide and has reached epidemic levels in some countries. This updated and revised edition looks at the full range of aggressive acts, offers new information on their occurrence and identifies occupations and situations at particular risk. It is organised in three sections: understanding violence at work; responding to violence at work; future action.
Author : Chuck Thompson
Publisher : Holt Paperbacks
ISBN 13 : 142992487X
Total Pages : 334 pages
Book Rating : 4.4/5 (299 download)
Download or read book Smile When You're Lying written by Chuck Thompson and published by Holt Paperbacks. This book was released on 2007-11-27 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: From Bangkok to Bogotá, a hilarious behind-the-brochures tour of picture-perfect locales, dangerous destinations, and overrated hellholes from a guy who knows the truth about travel Travel writer, editor, and photographer Chuck Thompson has spent more than a decade traipsing through thirty-five (and counting) countries across the globe, and he's had enough. Enough of the half-truths demanded by magazine editors, enough of the endlessly recycled clichés regarded as good travel writing, and enough of the ugly secrets fiercely guarded by the travel industry. But mostly, he's had enough of returning home from assignments and leaving the most interesting stories and the most provocative insights on the editing-room floor. From getting swindled in Thailand to running afoul of customs inspectors in Belarus, from defusing hostile Swedish rockers backstage in Germany to a closed-door meeting with travel execs telling him why he's about to be fired once again, Thompson's no-holds-barred style is refreshing, invigorating, and all those other adjectives travel writers use to describe spa vacations where the main attraction is a daily colonic. Smile When You're Lying takes readers on an irresistible series of adventures in Europe, Asia, the Caribbean, Latin America, and beyond; details the effects of globalization on the casual traveler and ponders the future of travel as we know it; and offers up a treasure trove of travel-industry secrets collected throughout a decidedly speckled career.
Author : Marques Vickers
Publisher : Marquis Publishing
ISBN 13 :
Total Pages : 127 pages
Book Rating : 4./5 ( download)
Download or read book Vladimir Putin and Dresden Germany: The Genesis of Myth Making written by Marques Vickers and published by Marquis Publishing. This book was released on 2016-11-17 with total page 127 pages. Available in PDF, EPUB and Kindle. Book excerpt: Author and Photographer Marques Vickers examines a propaganda story introduced by Russian President Vladimir Putin crediting himself with single-handedly defusing a hostile East German crowd intent on ransacking the Dresden KGB offices in 1989. Vickers’ book “Vladimir Putin and Dresden, Germany: The Genesis of Myth Making”, recounts the narrative, first related in Putin’s published memoirs First Person (2000) and later embellished in a 2009 broadcast via a Russian national television documentary. Between 1985 and 1990, Putin was stationed as a KGB officer in Dresden, Germany, the third largest city of the German Democratic Republic (GDR). He was officially titled as a consular officer, but most scrutinizing Western observers have concurred that his energies were directed towards recruiting spies and siphoning out information regarding West German high technology industries. Other media sources have conjectured that he commanded an investigative team with the East German Stasi police that investigated political crime within the GDR. On the evening of December 5, 1989, a large crowd (speculated at 15,000 people) reportedly surrounded the Dresden Stasi prison. They then entered the facility overwhelming the outnumbered guards. The compound was located across the road from Putin’s KGB bureau. The event occurred one month following the fall of the Berlin Wall. That same evening, Putin elaborated that a faction of the crowd descended upon the KGB offices. In First Person, Putin elaborated that he verbally confronted and defused the crowd’s hostile intentions by persuasion. Their intention was to ransacking the KGB compound. In a 2009 Russian television documentary, a modified version indicated that he brandished a pistol and threatened to shoot anyone trespassing into the facility. The documentary account accentuated the menacing conditions and heightened Putin’s heroics. The size of crowd has never been determined. The incident was not published at the time either. Two cited crowd participants confirmed the story over twenty years later, but their credibility has never been publicly authenticated. Russian media has integrated this encounter prominently into their character construction of Vladimir Putin. Did the incident actually occur? There are significant reasons for doubt. Putin’s tenure in Dresden and intimate view of the GDR’s collapse has been acknowledged as an influential contributing factor to his hard-line and aggressive foreign policy. His conclusions regarding the momentum of change a unified crowd can provoke has prompted his own tight internal controls within Russia. The 102-page book features over 100 photographs of the Dresden KGB bureau, Stasi prison facility including a decrepit Russian interrogation wing, the former nearby residence of the Putin family, and renovated core of Dresden’s center city. Vickers addresses the background, evolution and reconstruction of Dresden since the Russian Cold War occupation between 1945-1989. The author visited Dresden during the summer of 1990 when the city’s once esteemed monuments and architecture languished in neglect and decay under the Soviet Occupation. The contemporary city center no longer resembles the wreckage that Putin once knew during his residence. German reunification has completely upgraded and polished Dresden to aesthetic preeminence. The city was formerly known as the Florence on the River Elbe and the jewel of Prussian Empire aesthetics. Dresden stunning Baroque architecture has been rescued due to German taxation subsidies intended towards eastern rehabilitation. Vickers, in his research was unable to confirm or adequately contest Putin’s account of 1989 events. Understanding Putin’s Dresden experience, however, has proven an excellent window into the thinking process of one of the world’s most complex and perplexing national leaders.
Author : Douglas E. Noll
Publisher : Simon and Schuster
ISBN 13 : 1501176250
Total Pages : 256 pages
Book Rating : 4.5/5 (11 download)
Download or read book De-Escalate written by Douglas E. Noll and published by Simon and Schuster. This book was released on 2017-09-12 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world.
Author : Maryann Karinch
Publisher : Red Wheel/Weiser
ISBN 13 : 1632658887
Total Pages : 240 pages
Book Rating : 4.6/5 (326 download)
Download or read book Body Language Sales Secrets written by Maryann Karinch and published by Red Wheel/Weiser. This book was released on 2017-12-27 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ordinary salespeople sell. Extraordinary sales professionals engage. Part of what sets them apart is their ability to understand body language, both their prospect’s and their own, and use it to their advantage. Body Language Sales Secrets directly addresses the need of sales professionals to help them: Baseline their prospects—recognize the body language that says “I’m at ease with you right now.” Identify the ways a prospect expresses stress. Spot their prospects’ moment-to-moment nonverbal cues. Understand how and why a prospect’s body language can send very different messages within minutes. Better yet, after identifying a change in body language, know exactly what to do to either capitalize on it or counter it. How to apply body language skills to a wide variety of sales techniques, including relationship selling, solution selling, expertise selling, ROI selling, fear selling, and more. Body Language Sales Secrets helps salespeople at any level build rapport through active listening, invitational body language, and mirroring and reveals how their own body language can reinforce the perception of competence, relevance, and truth. You will learn a wide variety of action-forcing movements and quest
