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Author : Robert Bacal
Publisher : Bacal & Associates
Page : 207 pages
File Size : 42,7 Mb
Release : 1998
Category : Civil service
ISBN : 9780968372234
Author : Robert Bacal
Publisher : Bacal & Associates
Page : 192 pages
File Size : 40,9 Mb
Release : 2010-04-06
Category : Anger
ISBN : 9781450585743
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
Page : 191 pages
File Size : 54,7 Mb
Release : 2011-02-28
Category : Business & Economics
ISBN : 9781452803807
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 : Robert Bacal
Publisher : McGraw Hill Professional
Page : 240 pages
File Size : 43,7 Mb
Release : 2005-01-20
Category : Business & Economics
ISBN : 9780071465113
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 : Kevin Fauteux
Publisher : Unknown
Page : 212 pages
File Size : 51,7 Mb
Release : 2011
Category : Self-Help
ISBN : 0882823493
"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 : Edward Lewis
Publisher : Paladin Press
Page : 0 pages
File Size : 48,6 Mb
Release : 2000-01-01
Category : Electronic
ISBN : 1581600542
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 : W. Robert Nay
Publisher : Guilford Press
Page : 306 pages
File Size : 46,7 Mb
Release : 2012-03-06
Category : Self-Help
ISBN : 9781462502424
"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 : Jeremy Engels
Publisher : Penn State Press
Page : 234 pages
File Size : 40,9 Mb
Release : 2015-06-18
Category : Language Arts & Disciplines
ISBN : 9780271072005
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 : Gregory Hartley,Maryann Karinch
Publisher : John Wiley & Sons
Page : 228 pages
File Size : 42,5 Mb
Release : 2011-02-17
Category : Business & Economics
ISBN : 9781118001745
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,Maryann Karinch
Publisher : AMACOM
Page : 242 pages
File Size : 48,5 Mb
Release : 2010-11-17
Category : Business & Economics
ISBN : 9780814414491
A critical figure in America’s Cold War intelligence operations, Peter Earnest knows the surprising similarities between what the Central Intelligence Agency does to coordinate operations and protect the country and what any smart organization can do to protect its bottom line. Now, in this unprecedented book, he’s partnering with bestselling author Maryann Karinch to demonstrate what you and your organization can learn from how the CIA does business. Filled with fascinating and instructive examples from CIA operations and the business world, Business Confidential offers insights into the Agency’s extraordinary screening, testing, and training practices; methods for supporting employee retention; creative and agile problem-solving strategies; and methods for establishing mission-focused outcomes. You’ll learn skills like how to build trust, communicate clearly, work as a team, make tough decisions, succeed in both friendly and hostile territory, and--sometimes--cut your losses.Rather than drawing from restrictive blueprints, the book vividly illustrates the value of the intelligence mindset in today’s unpredictable corporate landscape. With insider strategies from one of the world’s smartest intelligence organizations, you’ll be equipped with the intel you need to propel your team to success.
Author : Chuck Thompson
Publisher : Holt Paperbacks
Page : 334 pages
File Size : 51,7 Mb
Release : 2007-11-27
Category : Travel
ISBN : 9781429924870
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 : Robert Bacal
Publisher : Penguin
Page : 376 pages
File Size : 45,5 Mb
Release : 2002
Category : Business & Economics
ISBN : 0028642716
Provides advice on starting a consulting business covering such topics as ethics, data gathering, multiple-income stream strategy, professionalism, marketing, and fee structures.
Author : Tyson Yunkaporta
Publisher : HarperCollins
Page : 256 pages
File Size : 42,6 Mb
Release : 2020-05-12
Category : Social Science
ISBN : 9780062975638
A paradigm-shifting book in the vein of Sapiens that brings a crucial Indigenous perspective to historical and cultural issues of history, education, money, power, and sustainability—and offers a new template for living. As an indigenous person, Tyson Yunkaporta looks at global systems from a unique perspective, one tied to the natural and spiritual world. In considering how contemporary life diverges from the pattern of creation, he raises important questions. How does this affect us? How can we do things differently? In this thoughtful, culturally rich, mind-expanding book, he provides answers. Yunkaporta’s writing process begins with images. Honoring indigenous traditions, he makes carvings of what he wants to say, channeling his thoughts through symbols and diagrams rather than words. He yarns with people, looking for ways to connect images and stories with place and relationship to create a coherent world view, and he uses sand talk, the Aboriginal custom of drawing images on the ground to convey knowledge. In Sand Talk, he provides a new model for our everyday lives. Rich in ideas and inspiration, it explains how lines and symbols and shapes can help us make sense of the world. It’s about how we learn and how we remember. It’s about talking to everyone and listening carefully. It’s about finding different ways to look at things. Most of all it’s about a very special way of thinking, of learning to see from a native perspective, one that is spiritually and physically tied to the earth around us, and how it can save our world. Sand Talk include 22 black-and-white illustrations that add depth to the text.
Author : Joyce E. Divinyi
Publisher : Unknown
Page : 158 pages
File Size : 55,8 Mb
Release : 1997
Category : Education
ISBN : PSU:000049755985
Contains simple, constructive strategies for understanding and transforming difficult behavior. Excellent resource for teachers, parents, and anyone who works with children or teenagers.
Author : Helio Fred Garcia
Publisher : Radius Book Group
Page : 190 pages
File Size : 45,8 Mb
Release : 2020-06-30
Category : Political Science
ISBN : 9781635769036
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.