What Makes Defusing Hostile Customer Workbook For The Public Such A Unique and Powerful Learning Tool?

When I wrote the very first version of this book, in the mid-nineties, I never dreamed I'd actually end up as a real author, with many books published by McGraw-Hill. I began my vocation in helping people learn even before I graduated university as a paid tutorial group leader. Even by the 90's I'd trained and taught at many different levels in different contexts.

In addition I spend a prolongued stint as an instructional designer and organizational development and training consultant.

All to say, this isn't a book written by someone who is a writer first. It's written by someone dedicated to help people learn, and it's structured for that. It's not a riveting and entertaining text -- it wasn't meant to be. It's a sound approach to learning the skills required to effectively deal with angry members of the public.

There's a lot more that makes this book stand out. Here's just a few more:

• Very few authors write for a government audience. It's a smallish niche, so there is really not much on this subject that isn't more applicable to businesses, retailers and such. This book is written FOR government, from the ground up.
• Not only does this book draw from disciplines like Psychology and Psycholinguistics, but it incorporates the suggestions, skills and ideas from thousand of government staff who have attended my live seminars. Lots of good ideas can be found by listening to those who do the work day in and day out (thanks, government folks).
• The exercises take this book from something you read to something you engage in. No matter if you are an individual or a manager or supervisor wanting to help your staff learn the skills, you'll find that the exercises included in the book make it come alive, so readers can actually practice what the learned on the job, the very day they've read it.

Not Convinced It's Worth Checking Out?

Well, I suppose seeing is believing, and I really have nothing more that I can say -- I'm not really a great marketer or copywriter. So, take advantage of our guarantee or the guarantee offered by amazon. No risk. If you don't find it useful, contact the retailer (us, if you buy direct) to let us know you didn't find it helpful, and your money will be refunded (subject to terms and conditions of the retailer).

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