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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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Communication Training Often Teaches The Wrong Things



Why is most communication training misleading?

Unfortunately, much of what is taught in common communication training and seminars is based on an out-moded and out of date understanding about how human communication actually works.

Many seminars teach that communication involves a sender and a receiver, and that they take turns either sending information, or receiving information. In face-to-face communication, that simply is not true. This incorrect notion about how people communicate is based on what is called the telegraphic model, which is based on how early methods of electronic communication worked. The telegraph only permitted one way communication at any given time, so in the telegraphic model, there is, at any given moment, one sender, and one receiver, and then they switch.

Unfortunately, many communication trainers use this outdated idea of how communication works.

The truth is that in face-to-face communication both people are sending and receiving at the same time, influencing each other in real time and simultaneously. This may seem odd because it seems like one person talks and the other listens, and then they switch roles. But communication is not just about the words said, but about non-verbal communication also. Non-verbal communication goes on all the time regardless of who is talking and who is not talking. One person may be talking and the other may be communicating agreement, disagreement, hurt feelings, anger, etc, at the same time as the other is talking.

 

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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