Feature Communication Articles

Communication Topics

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
.

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

Available In Print From The Following

buy it at amazonBuy it in Canada from amazonBuy it in the U.K/Europe

Available As Instant Download At

Buy it in Kindle Format (lowest cost)

Download in PDF Format For Exact Printed Replica

Word mean different things to different people. Why?



Why do the same words mean different things to different people?

People get perplexed because they may say something (a word, phrase or sentence) to one person and get one reaction and say the exact same thing to anther person, and get a completely different, or even opposite reaction. Don't words mean what they mean?

There are actually two distinct meanings to words and language. The first -- the denotative meaning -- is the one you are most familiar with. It refers to what the word refers to. For example, the word cat's denotative meaning is an animal with four legs and paws, a tail, whiskers, etc. (there are obviously exceptions). While there are some differences between people on what they believe a cat to be, usually there's little agreement. When you talk about a cat, most people will understand what you are referring to. That's not where the differences usually come from.

The second type of meaning is called the connotative meaning. The connotative meaning of something has to do with what the word suggests to the individual, based on that person's experiences and emotional reactions and judgements associates with the word or what it refers to. Let's take the cat example.

Two people may understand what the word cat denotes. However, one person may have grown up around cats and learned to enjoy their company. The other, however, may have been attacked by a cat when young, and so s/he associates the word cat with very unpleasant emotions and judgements. So, the meaning of the word cat (in terms of it's associations) is different for each of those people.

So, when you say "I'm bringing my cat to your house", one person may be pleased and react positively, while another may become angry and yell at you that you certainly are NOT going to bring the cat.

Think about how the words "Republican" and "Democrat" affect people differently. Those different reactions have to do with the connotative meaning of those words. Two people may understand, in objective terms what each of those word means, but what's most important is that those two words have different connotative meanings, and those differences explain why some people may react negatively to one or the other of those words.

Understanding that connotative meanings differ from one person to another helps to reduce conflict that stems from differences in those meanings, and explains why people react differently to the exact same words.

 

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.

About

Robert Bacal

About The Company
About Our Seminars
About Our Websites
Privacy Policy

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
Free and paid guides, books, and documents on business, management and more.

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





<-- amazoninternationalcode --> <-- end -->