Defusing Hostile Customers Workbook Third Edition2010
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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.
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.
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.
Communicating Professionally Third Edition
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Author : Catherine Sheldrick Ross
language : en
Publisher: American Library Association
Release Date : 2013-07-17
Communicating Professionally Third Edition written by Catherine Sheldrick Ross and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-17 with Language Arts & Disciplines categories.
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
Managing Aggressive Behaviour In Care Settings
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Author : Andrew A. McDonnell
language : en
Publisher: John Wiley & Sons
Release Date : 2011-09-23
Managing Aggressive Behaviour In Care Settings written by Andrew A. McDonnell and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-23 with Psychology categories.
A practical guide for health professionals and trainers, offering evidence-based low arousal approaches to defusing and managing aggressive behaviours in a variety of health care settings. Provides both an academic background and practical advice on how to manage and minimize confrontation Illustrates low arousal approaches and offers clear advice on physical restraint and the reduction of these methods Describes the evidence base for recommended approaches Includes a wide range of valuable case examples from a variety of care settings
Hostile Waters
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Author : Peter A. Huchthausen
language : en
Publisher: Vintage
Release Date : 1998
Hostile Waters written by Peter A. Huchthausen and has been published by Vintage this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Nuclear reactor accidents categories.
Cognitive Behaviour Therapy
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Author : Frank Wills
language : en
Publisher: SAGE
Release Date : 2012-10-04
Cognitive Behaviour Therapy written by Frank Wills and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-10-04 with Psychology categories.
'A delightful volume, with unique style and content. This new edition amply lives up to the authors' aim of demonstrating a mode of CBT practice that incorporates many exciting developments whilst retaining the reassuring strength of the original parsimonious model.' Ann Hackmann, Oxford Mindfulness Centre, University of Oxford 'One of the very best introductions to CBT, now enhanced with excellent coverage of new developments.' Professor Neil Frude, Consultant Clinical Psychologist 'My first choice recommendation for trainee therapists. This outstanding and easy-to-read introduction just got better.' Peter Simpson, Senior Lecturer in Mental Health, University of Glamorgan In their established guide to contemporary CBT theory and practice, the authors show how therapeutic change takes place across a network of cognitive, emotional and behavioural functioning. They explain the central concepts of CBT and illustrate - with numerous case examples - how these can effectively be put into practice at each stage of the therapeutic process. They also explain how the essence of cutting edge 'third wave' can be integrated into everyday clinical practice. With two new chapters on mindfulness and increasing access to CBT, a wider coverage of client issues, extra case studies and learning resources, and a discussion of recent developments, this book continues to be the ideal companion for those working - or training to work - in the psychological therapies and mental health. Frank Wills is an independent Cognitive Psychotherapist in Bristol and tutor at the University of Wales Newport. Diana Sanders, Counselling Psychologist and BABCP Accredited Cognitive Psychotherapist in Independent Practice, Oxford.
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.
Stop Walking On Eggshells
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Author : Paul T. T. Mason
language : en
Publisher: New Harbinger Publications
Release Date : 2020-12-01
Stop Walking On Eggshells written by Paul T. T. Mason 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 2020-12-01 with Self-Help categories.
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.
Delay Deny Defend
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Author : Jay M. Feinman
language : en
Publisher: Penguin
Release Date : 2010-03-18
Delay Deny Defend written by Jay M. Feinman and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-18 with Business & Economics categories.
An expose of insurance injustice and a plan for consumers and lawmakers to fight it Over the last two decades, insurance has become less of a safety net and more of a spider's web: sticky and complicated, designed to ensnare as much as to aid. Insurance companies now often try to delay payment of justified claims, deny payment altogether, and defend these actions by forcing claimants to enter litigation. Jay M. Feinman, a legal scholar and insurance expert, explains how these trends developed, how the government ought to fix the system, and what the rest of us can do to protect ourselves. He shows that the denial of valid claims is not occasional or accidental or the fault of a few bad employees. It's the result of an increasing and systematic focus on maximizing profits by major companies such as Allstate and State Farm. Citing dozens of stories of victims who were unfairly denied payment, Feinman explains how people can be more cautious when shopping for policies and what to do when pursuing a disputed claim. He also lays out a plan for the legal reforms needed to prevent future abuses. This exposé will help drive the discussion of this increasingly hot- button issue.