Download or read book Defusing Hostile Customers Workbook Third Edition2010 written by Robert Bacal and published by Bacal & Associates. This book was released on 2010-04-06 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Defusing Hostile Customers Workbook written by Robert Bacal and published by Bacal & Associates. This book was released on 1998 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Hello written by Kate Edwards and published by Springer. This book was released on 2016-04-29 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Hostile Waters written by Peter A. Huchthausen and published by Macmillan. This book was released on 1998-08-15 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Communicating Professionally Third Edition written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2013-07-17 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Likeable Social Media How to Delight Your Customers Create an Irresistible Brand and Be Generally Amazing on Facebook Other Social Networks written by Dave Kerpen and published by McGraw Hill Professional. This book was released on 2011-06-07 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Transforming Anger written by Doc Childre and published by New Harbinger Publications. This book was released on 2003-07-10 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Teaching at Its Best written by Linda B. Nilson and published by John Wiley & Sons. This book was released on 2010-04-20 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Getting Past No written by William Ury and published by Bantam. This book was released on 2007-04-17 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all want to get to yes, but what happens when the other person keeps saying no? How can you negotiate successfully with a stubborn boss, an irate customer, or a deceitful coworker? In Getting Past No, William Ury of Harvard Law School’s Program on Negotiation offers a proven breakthrough strategy for turning adversaries into negotiating partners. You’ll learn how to: • Stay in control under pressure • Defuse anger and hostility • Find out what the other side really wants • Counter dirty tricks • Use power to bring the other side back to the table • Reach agreements that satisfies both sides' needs Getting Past No is the state-of-the-art book on negotiation for the twenty-first century. It will help you deal with tough times, tough people, and tough negotiations. You don’t have to get mad or get even. Instead, you can get what you want!
Download or read book 50 Great Myths of Popular Psychology written by Scott O. Lilienfeld and published by John Wiley & Sons. This book was released on 2011-09-15 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: 50 Great Myths of Popular Psychology uses popular myths as a vehicle for helping students and laypersons to distinguish science from pseudoscience. Uses common myths as a vehicle for exploring how to distinguish factual from fictional claims in popular psychology Explores topics that readers will relate to, but often misunderstand, such as 'opposites attract', 'people use only 10% of their brains', and 'handwriting reveals your personality' Provides a 'mythbusting kit' for evaluating folk psychology claims in everyday life Teaches essential critical thinking skills through detailed discussions of each myth Includes over 200 additional psychological myths for readers to explore Contains an Appendix of useful Web Sites for examining psychological myths Features a postscript of remarkable psychological findings that sound like myths but that are true Engaging and accessible writing style that appeals to students and lay readers alike
Download or read book Perfect Phrases for Customer Service Hundreds of Tools Techniques and Scripts for Handling Any Situation written by Robert Bacal and published by McGraw Hill Professional. This book was released on 2005-01-20 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book De Escalate written by Douglas E. Noll and published by Simon and Schuster. This book was released on 2017-09-12 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world.
Download or read book Super Service Seven Keys to Delivering Great Customer Service Even When You Don t Feel Like It Even When They Don t Deserve It Completely Revised and Expanded written by Jeff Gee and published by Mcgraw-hill. This book was released on 2009-05-04 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Don’t just give them customer service. Give them Super Service! For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers. Now, it has been completely revised and expanded to address today’s unique customer-service issues. Super Service, 2nd Edition teaches you how to deliver great service in a way that enriches your life and keeps you from burning out. It provides the same advice that made the first edition a perennial favorite and includes all-new information on: Listening to customer needs Understanding today’s savvy customer Adopting a positive attitude Adding value to the customer experience Providing service quickly and efficiently Customers are becoming increasingly savvy and demanding—which makes your job harder than ever. In order to ensure smooth interactions, you need to keep a step ahead—you need to deliver super service.
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
Download or read book Cognitive Behaviour Therapy written by Frank Wills and published by SAGE. This book was released on 2012-10-04 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: ′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.
Download or read book Stop Walking on Eggshells written by Paul T. Mason and published by Echo Point Books & Media, LLC. This book was released on 2021-12-03 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition of Stop Walking on Eggshells includes new information on narcissistic personality disorder, men with BPD, children with BPD, and coping skills you can use to stabilize your relationship with your loved one.
Download or read book How Learning Works written by Susan A. Ambrose and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
