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Bacal's Books
Alternative To Our Seminar and more Hostile Customer Help
As of 2008 Robert Bacal limits his public appearances and seminar delivery. If he is unavailable, or if you simply would like to learn the seminar content without attending (perhaps due to cost concerns), we've developed The Defusing Hostile Customers Workbook just for you, you colleages and employees.
We have been trained thousands of people in defusing hostility over the last seven years. We will have a client list online shortly.
First,
the features:
We do not believe in delivering canned courses. Every seminar
we give is custom-modified to fit the needs of the client. We
do a needs-analysis about 6 weeks before the seminar, and use
real case studies from your worksite (albeit modified for learning
purposes).
While our focus has been on government related agencies and education, our material fits for almost any sector, particularly since we do the custom-modification at now extra charge.
Content
Due to custom-design, content varies but tends to include:
- Understanding the angry person
- Difference between angry and hostile/abusive behavior
- *Twelve guiding principles for defusing*
- *The CARP model for sequencing responses*
The basic techniques such as:
- Self-Control Strategies (Cognitive Reframing)
- Observation & Preparation
- Greetings and Approaches/Using Names
- Showing Empathy
- Use of Questions
- Listening
Responses
- Sharing
of Information
- The
Disengagement Strategy
- Referring
To Supervisor
- Directing
The Person's Anger
- Exploring
Alternatives/Giving Choices
- Following-Through
- Use of WE
- Advanced
techniques to get control of interactions
- *Conflict prevention strategies and language use*
- Dealing With The Stress of Hostility
- Teamwork
and Defusing Hostility
- Safety
& Security Issues & Corporate Policy
- Identifying
and Dealing With Different Types of Hostility
- How
Supervisors and Management Can Help
- Identifying
Organizational Restrictions
- Dealing With Hostility Over The Phone
(Note: Items with * are unique to Bacal & Associates)
Process:
We try to make the learning process interactive. The core activity
is what we call dialogue script analysis where we take
realistic dialogue, based on your workplace, and use it to generate
defusing responses. We do not use formal role playing, because,
quite frankly, our method is better, more comfortable and just
as effective as role playing.
Fees:
We recognize that different kinds of organizations have different
training budgets. For that reason we negotiate seminar prices
on a case by case basis that takes into account type of organization,
length, amount of customization required, locations and some other
factors. However as a rough guideline, we price our seminars so
that, based on a full class of 20-25 people the per person cost
should be between $125 and $160.00 per person.
Travel expenses are extra (hotel, transportation and per diem). As a courtesy to clients, we often stay over extra days to take advantage of lower air fares, and where possible can drive significant distances to save overhead for you.
Since organizatons vary so much re: budget, and we are committed to increasing work safety and civility, we WILL negotiate.
For an indepth feel for the seminars, we suggest the Defusing Hostile Customers Workbook which is based on the seminar. It's 38.95 (or less) and you can obtain more info by clicking here. If you like the book you'll like the seminar.
For more information or to arrange seminars, contact us at [email protected], or phone at (613) 764-0241.
We also do speaking engagements of shorter duration on civility in the workplace, conflict prevention and related topics. Great for conferences of get-togethers.
Hope this answers your questions.
Robert
Bacal
CEO, Bacal & Associates/m.shbiyue.com.cn