Defusing Hostile Customers Workbook
Author: Robert Bacal
Publisher: Bacal & Associates
Published: 1998
Total Pages: 207
ISBN-13: 0968372236
DOWNLOAD EBOOK →Author: Robert Bacal
Publisher: Bacal & Associates
Published: 1998
Total Pages: 207
ISBN-13: 0968372236
DOWNLOAD EBOOK →Author: Robert Bacal
Publisher: Bacal & Associates
Published: 2010-04-06
Total Pages: 192
ISBN-13: 1450585744
DOWNLOAD EBOOK →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
Published: 2011-02-28
Total Pages: 191
ISBN-13: 1452803803
DOWNLOAD EBOOK →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:
Published: 2011
Total Pages: 212
ISBN-13: 9780882823492
DOWNLOAD EBOOK →"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
Published: 2005-01-20
Total Pages: 240
ISBN-13: 0071465111
DOWNLOAD EBOOK →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
Published: 2002
Total Pages: 376
ISBN-13: 9780028642710
DOWNLOAD EBOOK →Provides advice on starting a consulting business covering such topics as ethics, data gathering, multiple-income stream strategy, professionalism, marketing, and fee structures.
Author: Elaine K. McEwan
Publisher: Corwin Press
Published: 2004-11-17
Total Pages: 193
ISBN-13: 145222238X
DOWNLOAD EBOOK →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: Edward Lewis
Publisher: Paladin Press
Published: 2000-01-01
Total Pages: 0
ISBN-13: 9781581600544
DOWNLOAD EBOOK →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: Gregory Hartley
Publisher: John Wiley & Sons
Published: 2011-02-17
Total Pages: 228
ISBN-13: 1118001745
DOWNLOAD EBOOK →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
Published: 2011
Total Pages: 241
ISBN-13: 0814414486
DOWNLOAD EBOOK →Sound like the CIA, or what you do at the office every day?