Defusing Hostile Customers Workbook
Author | : Robert Bacal |
Publisher | : Bacal & Associates |
Total Pages | : 207 |
Release | : 1998 |
Genre | : Civil service |
ISBN | : 0968372236 |
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Author | : Robert Bacal |
Publisher | : Bacal & Associates |
Total Pages | : 207 |
Release | : 1998 |
Genre | : Civil service |
ISBN | : 0968372236 |
Author | : Robert Bacal |
Publisher | : Bacal & Associates |
Total Pages | : 191 |
Release | : 2011-02-28 |
Genre | : Business & Economics |
ISBN | : 1452803803 |
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 | : Bacal & Associates |
Total Pages | : 192 |
Release | : 2010-04-06 |
Genre | : Anger |
ISBN | : 1450585744 |
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 | : Lawrence E. Shapiro |
Publisher | : New Harbinger Publications |
Total Pages | : 154 |
Release | : 2008 |
Genre | : Juvenile Nonfiction |
ISBN | : 1572246065 |
By working through the activities in I'm Not Bad, I'm Just Mad, children with anger control problems can develop better emotional and behavioral control. Kids will learn how to identify the things that make them angry, become better problem solvers, talk about their frustrations, and much more.
Author | : Kevin Fauteux |
Publisher | : |
Total Pages | : 212 |
Release | : 2011 |
Genre | : Self-Help |
ISBN | : 9780882823492 |
"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 |
Total Pages | : 240 |
Release | : 2005-01-20 |
Genre | : Business & Economics |
ISBN | : 0071465111 |
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 | : Bernard Gaulier |
Publisher | : Impact Publishers |
Total Pages | : 276 |
Release | : 2007 |
Genre | : Divorce counseling |
ISBN | : 9781886230675 |
It has been estimated that nearly twenty percent of the one million divorces each year in the U.S. involve high-conflict relationships. Angry, emotional disputes related to custody, parenting time, child support payments, visitation and more may go on for years. Who suffers? The children, mostly. Post-divorce conflict may be the most significant factor in adjustment (or maladjustment) for children of divorce.Defusing the High-Conflict Divorce offers a unique set of proven programs for quelling the hostility in high-conflict co-parenting couples, and "defusing" their prolonged, bitter and emotional struggles.
Author | : Bacal & Associates |
Publisher | : |
Total Pages | : 226 |
Release | : 1995 |
Genre | : Conflict management |
ISBN | : |
Author | : Joseph Shrand |
Publisher | : John Wiley & Sons |
Total Pages | : 256 |
Release | : 2013-03-18 |
Genre | : Family & Relationships |
ISBN | : 1118135482 |
The anger of others is often the roadblock to your achieving your goals. Shrand reveals what happens inside the brain when the dark forces of anger begin to erupt. He outlines techniques for recognizing the many forms of anger and tapping into your brain's powerful anger management zone.
Author | : Edward Lewis |
Publisher | : Paladin Press |
Total Pages | : 0 |
Release | : 2000-01-01 |
Genre | : |
ISBN | : 9781581600544 |
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.