The Defusing Hostile Customers Workbook For Government Staff
- Buy In Print For U.S. Customers
- Buy In Print In Canada
- Buy In Print In The United Kingdom
- NEW - Browse This Tailor Made Book On Customer Service - The Only Guide TO Help Public Sector Staff Cope With Difficult Citizens
- Overview - Purpose
A Unique Resource For Government
Content - What's Inside
The Learning Exercises
Buying Options - Reviews
Seminars and Services
- Overview - Our History
- What We've Learned About Difficult Government Customers
- Seminar Options and Features
- Pricing and Costs
- Case Study: Department of Education and Financial Assistance
- Case Study: The Resort Town Angry Customers Conundrum
- Case Study: Workers Compensation Board - Dealing WIth Angry Claimants
Bacal & Associates Publications, Books and LearnBytes Helpcards
Tools To Help You Learn. Tools To Help You THINK
For 20 years, Bacal & Associates has been publishing books and LearnBytes Helpcards to help you expand and build your career, your relationships, and management skills. Our goal is simple:
Put in your hands, the tools to learn about effective communication, conflict management, leadership, and performance appraisal to stimulate your thinking, help you learn, and make it possible to achieve your career goals, and improve your relationships.
BooksRobert's books cover topics ranging from conflict management and interpersonal communication, through to performance management, and customer service. The latter group focuses on helping employees learn to deal more effectively with angry, difficult clients in a number of settings. There are versions of the latter set of books for teachers and educators, those in government, and of course, for profit based businesses.
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Mini-Guides For LearningThink of our mini-guides as very fast, but comprehensive reads on a topic, a little like "cheatsheets" you may have seen for computers. We take a single topic, and cover it extensively, usually in a two-sided 8 inch by ten inch document. They are ideal for training takeaways, and can also function as job aids. Take a look if you are a trainer, group leader, or manager trying to teach staff. Topics range from communicating without being annoying, to how to be a better team contributor, and we also cover management and leadership topics. There are mini-guides for trainers too, on how to deal with difficult groups and how to do a needs assessment. |
For Trainers, Group Leaders And Facilitators And Learning Professionals
Our books and mini-guides are often used by trainers and instructional designers as a basis for designing or delivering learning sessions of various types. That's because they are meant to be used within a learning context.
Our book, Defusing Hostile Customers Workbook has been adopted (and adapted) by a number of public sector organizations, including the Government of Canada (Parks Canada), state governments (Minnesota), and municipalities (Aspen, Colorado, and St. Albert, Alberta, because it includes exercises and learning activities based on our face to face seminars.
Our short form mini-guides can also be used to save you time with research content for courses. For example, our mini-guide, Using Your Head To Manage Conflict can easily be used as a basis for a three hour seminar on managing conflict, in addition to serving as a ready made "training takeaway" or job aid.
Many of our books can be licenced for use in your training programs, and we provide signficant bulk discounts for multiple copies. And, for clients using our materials we can provide free informal support for incorporating the content into training sessions.
Our Guide Formats
Our learning resources and tools come in various formats depending on the title. Many are available on the Kindle. Or if you prefer most are available in instantly downloadable versions, which saves time and shipping costs. Or, of course, there are print versions, available primarily via amazon. com. On the item pages, we indicate what formats are available.
More Don't Miss Resources On Customer Service
- Dealing With Tough, Challenging, Angry and Emotional Customers
- The Customer Service Zone - Over 1,000 free resources to help improve customer service
