Defusing Hostile Customers Workbook (Third Edition2010) PDF Download
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Author: Robert Bacal
Publisher: Bacal & Associates
ISBN: 1450585744
Category : Anger
Languages : en
Pages : 192
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Book Description
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
ISBN: 1450585744
Category : Anger
Languages : en
Pages : 192
Get Book Here
Book Description
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: Kate Edwards
Publisher: Springer
ISBN: 1137489715
Category : Business & Economics
Languages : en
Pages : 206
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Book Description
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
ISBN: 0968372236
Category : Civil service
Languages : en
Pages : 207
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Book Description
Author: Catherine Sheldrick Ross
Publisher: American Library Association
ISBN: 1555709087
Category : Language Arts & Disciplines
Languages : en
Pages : 473
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Book Description
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: Paul T. T. Mason
Publisher: New Harbinger Publications
ISBN: 1684036917
Category : Self-Help
Languages : en
Pages : 254
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Book Description
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: Doc Childre
Publisher: New Harbinger Publications
ISBN: 1608829839
Category : Self-Help
Languages : en
Pages : 177
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Book Description
In recent years, neuroscientists have discovered that the heart has its own intelligence, a complex independent nervous system that is referred to as 'the brain in the heart.' Getting the heart into a positive rhythm can directly send a signal to the brain, allowing the two to synchronize and literally transform anger, frustration, and irritation into compassion, empathy, and calm. From Transforming Anger, learn how thoughts and feelings get stored in the nervous system and create cellular triggers of irritation, frustration, and anger. Then find out how to get beyond the mechanical negative pull of these triggers. Discover how to control your heart rhythms using a 60-second 'freeze-frame' technique: an exercise that calms the mind, synchronizes the nervous system, and increases the level of internal coherence, so that you can clearly and quickly see the options for dealing with anger. This technique can be used anytime and anywhere, and puts you in a zone in which you are able to feel calm, compassionate feelings for yourself and for others. For lasting change, learn to build emotional assets, depersonalize the actions of others, identify resistance to change, and keep the practice going. HeartMath is a registered trademark of the Institute of HeartMath.
Author: Peter A. Huchthausen
Publisher: Macmillan
ISBN: 9780312966126
Category : Fiction
Languages : en
Pages : 364
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Book Description
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: Dave Kerpen
Publisher: McGraw Hill Professional
ISBN: 0071769501
Category : Business & Economics
Languages : en
Pages : 289
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Book Description
THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking
Author: Gregory Hartley
Publisher: John Wiley & Sons
ISBN: 1118001745
Category : Business & Economics
Languages : en
Pages : 228
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Book Description
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: Linda B. Nilson
Publisher: John Wiley & Sons
ISBN: 0470612363
Category : Education
Languages : en
Pages : 401
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Book Description
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
