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

Task vs. Relationship Building Communication Style



Task Vs. Relationship Building Style Well Studied By Sociologists

This particular communication dimension has to do with how much the communication is intended to solve the problem or task a group faces, or if it's more oriented to smoothing relationships within the group.

This dimension is a good example of the "no particular style is always best", principle, because sociologists have noted that groups NEED both in the group, so people tend to take on different roles within the group.

The particular dimension of communication styles affects how individuals express disagreement and discuss conflicts with each other.

Task Orientation/Communication Style

Communication focuses on the task at hand and getting it done. The other person's feelings are secondary. Group harmony is secondary to task completion.

The extreme task oriented person risks hurting feelings by cutting others off, speaking over them, etc, not because they are intentionally rude, but because s/he sees this as the most  EFFICIENT way of getting the task done.

Relationship Building Orientation/Communication Style

Communication is focused on relationships. Maintaining group harmony is central. The task is secondary. Task completion must not come at the expense of the group or person.

Can There Be A Mix Of Both In The Same Person?

Unlike other communication style dimensions, it's possible this is not a "one or the other" kind of thing. Some dimensions involve a binary choice - the person chooses one over the other and prefers one over the other.

Relationship vs. Task orientations may in fact be what scientists call "orthogonal". That means that one isn't one or the other, but can use both.

This reflects a very practical reality -- that group functioning, and problem solving work best when there is both a task orientation, and a relationship building component.

Poor group relationships end up slowing down task achievement through inordinate amounts of time spent arguing, squabbling, and dealing with hurt feelings.

 

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 -->