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Special Help: Learn To Communicate With Even The Most Upset People and Customers


Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations
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Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
Five Stars on Amazon

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
Another satisfied reader

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Communcation channels are important



What are communication channels and why are they important?

Communication can be split into two parts -- the message or content, and the channel it's transmitted on. For example, you may want to communicate something about your emotional state -- let's say that you are angry. You can communicate that over a number of channels. You could write a letter. You could send email. You could communicate it non-verbally or para-verbally. You could send a tape recording of your ranting about why you are angry. Those are all different channels.

What's important is that different communication channels have different strengths and weaknesses. If, for example, the CEO of a company wants to communicate there will be layoffs within the company, s/he could simply send a bulk email to all staff, and leave it at that? Would that be the best channel to use for that kind of message? Probably not. The use of email would convey a lack of sincere concern on the CEO's part.

If you want to tell someone you love them, is it best to send them a form letter, or maybe it would be best to do it face-to-face? Sort of obvious.

Unfortunately, it's not uncommong for someone to pick the wrong communication channels because they are fearful, or simply want to choose the easiest path in the short term. Usually, this results in limited short term avoidance, but long term problems that go on and on. Think about and choose the best channels for the specific message.

 

About Company

Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.

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Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

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  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • Fees should be reasonable, fair, and flexible to fit different budgets.
  • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.

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  • Email: ceo@work911.com
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  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0





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