This article has been removed at the request of the original author, Dr. John Sullivan. Dr. Sullivan is a well known HR expert, and his articles on human resources can be accessed by going to his site here.
This article was made available by someone who claimed authorship, but apparently plagarized the work in question. We apologize to Dr. Sullivan.
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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