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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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Is It Really Possible To Read People Like A Book?



Common Myth About Reading and Interpreting Non-Verbal Communication

Is it really possible to "read" non-verbal communication behavior to get a jump or advantage in understanding an individual? The answer is mostly no. That's a myth developed by marketers and sales people who try to convince gullible lay people that buying a product to "teach" how to read people like a book will result in an advantage.

The main reason is that there are no universals when it comes to the meaning of non-verbals. There are simply too many factors that influence how any individual uses non-verbals and their meaning. Culture is a huge factor, but so are habits developed through life experience and in childhood. The latter is exceedingly individualistic. As a very simple example, is a person who has his arms crossed really "closed" as the books would have us believe? Or is he simply cold? Or have learned and become comfortable with this position? Or is he hiding a stain on his shirt? We don't know.

So, by and large, reading non-verbals is very hit and miss.

However, where non-verbals CAN help is in situations where you know how a person habitually behaves non-verbally. When you have a baseline about a specific person, you can compare his current actions to his usual reactions, and that can be helpful. Married couples, for example, can interpret each other's body language and non-verbals because they know each other well.

Non-verbals can be interpreted when you already know a lot about a person.

 

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.

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





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