Defusing Hostile Customers Workbook Third Edition2010

Author : Robert Bacal
Publisher : Bacal & Associates
Page : 192 pages
File Size : 44,8 Mb
Release : 2010-04-06
Category : Anger
ISBN : 9781450585743

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Defusing Hostile Customers Workbook (Third Edition2010) by Robert Bacal Pdf

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 : 207 pages
File Size : 50,8 Mb
Release : 1998
Category : Civil service
ISBN : 9780968372234

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Defusing Hostile Customers Workbook by Robert Bacal Pdf

Author : Kate Edwards
Publisher : Springer
Page : 203 pages
File Size : 53,7 Mb
Release : 2016-04-29
Category : Business & Economics
ISBN : 9781137489715

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Hello! by Kate Edwards Pdf

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.

Author : Robert Bacal
Publisher : Bacal & Associates
Page : 191 pages
File Size : 42,9 Mb
Release : 2011-02-28
Category : Business & Economics
ISBN : 9781452803807

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

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 : Catherine Sheldrick Ross,Kirsti Nilsen
Publisher : American Library Association
Page : 472 pages
File Size : 42,6 Mb
Release : 2013
Category : Language Arts & Disciplines
ISBN : 9781555709082

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Communicating Professionally, Third Edition by Catherine Sheldrick Ross,Kirsti Nilsen Pdf

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

Author : Mary Scannell
Publisher : McGraw Hill Professional
Page : 240 pages
File Size : 42,8 Mb
Release : 2010-05-28
Category : Business & Economics
ISBN : 9780071743662

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

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.

Author : Robert Bacal
Publisher : McGraw Hill Professional
Page : 240 pages
File Size : 50,9 Mb
Release : 2005-01-20
Category : Business & Economics
ISBN : 9780071465113

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

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 : Paul T. T. Mason,Randi Kreger
Publisher : New Harbinger Publications
Page : 254 pages
File Size : 52,9 Mb
Release : 2020-12-01
Category : Self-Help
ISBN : 9781684036912

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Stop Walking on Eggshells by Paul T. T. Mason,Randi Kreger Pdf

Isn’t it time you stopped walking on eggshells? Learn how with this fully revised and updated third edition of a self-help classic—now with more than one million copies sold! Do you feel manipulated, controlled, or lied to? Are you the focus of intense, violent, and irrational rages? Do you feel you are ‘walking on eggshells’ to avoid the next confrontation? If the answer is ‘yes,’ someone you care about may have borderline personality disorder (BPD)—a mood disorder that causes negative self-image, emotional instability, and difficulty with interpersonal relationships. Stop Walking on Eggshells has already helped more than a million people with friends and family members suffering from BPD understand this difficult disorder, set boundaries, and help their loved ones stop relying on dangerous BPD behaviors. This fully revised third edition has been updated with the very latest BPD research on comorbidity, extensive new information about narcissistic personality disorder (NPD), the effectiveness of schema therapy, and coping and communication skills you can use to stabilize your relationship with the BPD or NPD sufferer in your life. This compassionate guide will enable you to: Make sense out of the chaos Stand up for yourself and assert your needs Defuse arguments and conflicts Protect yourself and others from violent behavior If you’re ready to bring peace and stability back into your life, this time-tested guide will show you how, one confident step at a time.

Author : Susan A. Ambrose,Michael W. Bridges,Michele DiPietro,Marsha C. Lovett,Marie K. Norman
Publisher : John Wiley & Sons
Page : 336 pages
File Size : 48,9 Mb
Release : 2010-04-16
Category : Education
ISBN : 9780470617601

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How Learning Works by Susan A. Ambrose,Michael W. Bridges,Michele DiPietro,Marsha C. Lovett,Marie K. Norman Pdf

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

Author : Linda B. Nilson
Publisher : John Wiley & Sons
Page : 401 pages
File Size : 50,8 Mb
Release : 2010-04-20
Category : Education
ISBN : 9780470612361

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Teaching at Its Best by Linda B. Nilson Pdf

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

Author : Robert A. Pape,James K. Feldman
Publisher : University of Chicago Press
Page : 361 pages
File Size : 47,9 Mb
Release : 2010-10-07
Category : Electronic
ISBN : 9780226645643

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Cutting the Fuse by Robert A. Pape,James K. Feldman Pdf

Cutting the Fuse offers a wealth of new knowledge about the origins of suicide terrorism and strategies to stop it. Robert A. Pape and James K. Feldman have examined every suicide terrorist attack worldwide from 1980 to 2009, and the insights they have gleaned from that data fundamentally challenge how we understand the root causes of terrorist campaigns today—and reveal why the War on Terror has been ultimately counterproductive. Through a close analysis of suicide campaigns by Al Qaeda and other terrorist organizations in Iraq, Afghanistan, Pakistan, Lebanon, Israel, Chechnya, and Sri Lanka, the authors provide powerful new evidence that, contrary to popular and dangerously mistaken belief, only a tiny minority of these attacks are motivated solely by religion. Instead, the root cause is foreign military occupation, which triggers secular and religious people alike to carry out suicide attacks. Cutting the Fuse calls for new, effective solutions that America and its allies can sustain for decades, relying less on ground troops in Muslim countries and more on offshore, over-the-horizon military forces along with political and economic strategies that empower local communities to stop terrorists in their midst.

Author : Elizabeth Verdick,Marjorie Lisovskis
Publisher : Free Spirit Publishing
Page : 128 pages
File Size : 41,7 Mb
Release : 2015-04-30
Category : Juvenile Nonfiction
ISBN : 9781575425160

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How to Take the Grrrr Out of Anger by Elizabeth Verdick,Marjorie Lisovskis Pdf

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.

Author : Peter A. Huchthausen,Peter Huchthuasen,Igor Kurdin,R. Alan White
Publisher : Macmillan
Page : 364 pages
File Size : 41,5 Mb
Release : 1998-08-15
Category : Fiction
ISBN : 0312966121

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Hostile Waters by Peter A. Huchthausen,Peter Huchthuasen,Igor Kurdin,R. Alan White Pdf

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.

Author : Mary Ellen Guffey
Publisher : South Western Educational Publishing
Page : 0 pages
File Size : 51,6 Mb
Release : 2004
Category : Business communication
ISBN : 0324233647

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Essentials of Business Communication by Mary Ellen Guffey Pdf

This text-workbook is a streamlined, no-nonsense approach to business communication. It takes a three-in-one approach: (1) text, (2) practical workbook, and (3) self-teaching grammar/mechanics handbook. The chapters reinforce basic writing skills, then apply these skills to a variety of memos, letters, reports, and resumes. This new edition features increased coverage of contemporary business communication issues including oral communication, electronic forms of communication, diversity and ethics.

Author : C. Peter Wagner
Publisher : Gospel Light Publications
Page : 322 pages
File Size : 44,6 Mb
Release : 2010-07-12
Category : Biography & Autobiography
ISBN : 9780830755318

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Wrestling with Alligators, Prophets and Theologians by C. Peter Wagner Pdf

For the past half-century, C. Peter Wagner has been at the leading edge of the key spiritual paradigm shifts which have been accompanied by major moves of the Holy Spirit. In the 1960s the missionary movement in South America was at its peak—and Dr. Wagner was there. In the 1970s he was a recognized authority in the church-growth movement. In the 1980s he taught a popular course at Fuller Seminary with Vineyard movement leader John Wimber that advocated praying healing for the sick, spiritual mapping, identificational repentance and spiritual warfare; Dr. Wagner coined the phrase “Third Wave” to describe this fresh move of the Holy Spirit—the impact of which is still being felt today. In the 1990s he became a leader of the New Apostolic Reformation, and in the new millennium he has championed the Dominion Mandate, adopting the Seven Mountain (or 7M) template for reclaiming the culture for God’s Kingdom. For five decades, Dr. Wagner has led the Church from one great move of God to the next, riding the wave of the Spirit through changes he never imagined when he first answered God’s call to ministry. In Wrestling with Alligators, Prophets and Theologians, C. Peter Wagner tells, for the first time, his personal story of ongoing transformation. Readers will get a close-up view of the seismic shifts in the Church’s recent history, through the eyes of one of the only people to have seen it all unfold.