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Relatiionship Killer Crossword Puzzle

Challenge yourself and learn about destructive communication with this unique free puzzle.

Featured - Relationship Rescue!

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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How you communicate creates bridges or conflict



What is cooperative communication?

preview conflict prevention in the workplace-using cooperative communicationCooperative communication is a term coined by Robert Bacal in the 1990's to describe communication techniques that tend to encourage people to work together, or cooperate (hence the name). The opposite of cooperative communication, he called confrontational communication.

After working with thousands of people in seminars related to defusing hostile people, Robert noticed that some people seemed to never get embroiled in unnecessary conflict, while others seem to be involved with conflict that was more frequent and intense.

He noticed that people who were relatively conflict free (and also people who tended to be successful in their lives and work), simply communicated differently with others. They used different words and did not use methods of communicating that tended to anger people.

With the help of a number of communication experts available online, he defined the differences between cooperative and confrontational communication, and identified very specific communication behaviors that fell within each category. The result was the book, Conflict Prevention In The Workplace - Using Cooperative Communication, which is a relatively non-theoretical, and practical guide to creating better relationships by changing how one communicates.

 

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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Robert Bacal

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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.

Bacal & Associates Store
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We Believe

  • 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.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email: ceo@work911.com
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0





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