Defusing Hostile Customers Workbook
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Defusing Hostile Customers Workbook
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 1998
Defusing Hostile Customers Workbook written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Civil service categories.
Defusing Hostile Customers Workbook Third Edition2010
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 2010-04-06
Defusing Hostile Customers Workbook Third Edition2010 written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-06 with Anger categories.
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.
If It Wasn T For The Customers I D Really Like This Job
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 2011-02-28
If It Wasn T For The Customers I D Really Like This Job written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-28 with Business & Economics categories.
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.
The Customer Service Survival Kit
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Author : Richard Gallagher
language : en
Publisher: AMACOM
Release Date : 2013-03-20
The Customer Service Survival Kit written by Richard Gallagher and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-20 with Business & Economics categories.
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.
I M Not Bad I M Just Mad
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Author : Lawrence E. Shapiro
language : en
Publisher: New Harbinger Publications
Release Date : 2008
I M Not Bad I M Just Mad written by Lawrence E. Shapiro and has been published by New Harbinger Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Family & Relationships categories.
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.
Thirty Minute Therapy For Anger
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Author : Ronald Potter-Efron
language : en
Publisher: New Harbinger Publications
Release Date : 2011-04-03
Thirty Minute Therapy For Anger written by Ronald Potter-Efron and has been published by New Harbinger Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04-03 with Self-Help categories.
If you have 30 minutes, you can take charge of your anger. Anger fills us with adrenaline, but can also cloud our thinking--a combination that tends to get us into trouble. In 30-Minute Therapy for Anger, you'll learn proven-effective skills developed by therapists for helping people process and control their anger instead of lashing out at others. These conflict-defusing techniques will help you "cool down" anger so that you can respond calmly and effectively, even in life's most aggravating situations. Read just one or all three parts of this book: • Get the basics: Learn what you need to know to quickly get anger under control in the first sections of each chapter. • Gain a deeper understanding: Take it further and read the second sections of each chapter for skills that will help you make lasting changes. • Then, go online to practice your skills: Log on to find more exercises available online exclusively for 30-Minute Therapy for Anger readers.
Holding The Calm
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Author : Hesha Abrams
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2022-07-26
Holding The Calm written by Hesha Abrams and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-07-26 with Business & Economics categories.
Holding the Calm is a practical and immediately useful guide that meticulously lays out twenty concrete, easy-to-use tools for defusing tension, settling cases, resolving disputes, and rechanneling arguments. How do you stop conflict? Settle disputes? Handle someone who is yelling at you, crying, or just won't speak? How do you find a solution when a solution seems impossible? Holding the Calm shares the secrets that enable everyone to avoid, minimize, or resolve conflict. Popular master mediator Hesha Abrams has tens of thousands of hours in the trenches mediating human conflict, and she shares her pragmatic wisdom in digestible bites that detail how to improve situations and solve difficult problems between human beings, from family and workplace disputes to complex commercial and global conflicts. Learn how to Speak into the ears that hear you Be the grown-up in the room Listen to what is not said Create small, winnable victories Practical, inspirational, and full of accessible tools you can use right now, Holding the Calm proves that you don't need an advanced degree or certification to minimize challenges and defuse tension between real people, businesses, and countries.
De Escalate
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Author : Douglas Noll
language : en
Publisher: Simon and Schuster
Release Date : 2017-09-12
De Escalate written by Douglas Noll and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-12 with Family & Relationships categories.
Discover how to successfully and efficiently calm an angry person or diffuse a volatile situation in ninety seconds or less with this proven and accessible peacekeeping method by self-described "lawyer turned peacemaker" Douglas E. Noll. We live in an increasingly divided world and most of us have encountered our fair share of aggressive people and difficult confrontations. Fortunately, we now have the tools to become peacemakers and transform emotionally volatile situations and hurt feelings to calm, non-aggressive ones. Tested on prison inmates, De-Escalate offers a new set of social listening and communication skills, based on the latest findings in neuroscience and meditation. Along with practical exercises and scenario-based examples, each chapter focuses on specific themes, such as dealing with emotionally charged teenagers and frustrated coworkers. Additionally, Noll shares practical tips on how to be civil in an uncivil society. With De-Escalate, we can bring peace to all facets of life, cultivate healthier relationships, and participate in creating a more caring and compassionate future for us all.
Hello
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Author : Kate Edwards
language : en
Publisher: Springer
Release Date : 2016-04-29
Hello written by Kate Edwards and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-29 with Business & Economics categories.
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.
A Critical Look At Performance Management Systems Why Don T They Work
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Author :
language : en
Publisher: Bacal & Associates
Release Date : 1993
A Critical Look At Performance Management Systems Why Don T They Work written by and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993 with categories.