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Note: While the examples in this book were designed for government situations,
the principles and skills apply to any context or industry. People in any
kind of organization can benefit from this workbook.
Customers Workbook (For Public Sector Employees)
To go to order form, click
here (Take Me There)
We are proud to announce
the release of our new publication, The Defusing Hostile Customers Workbook.
You and your staff can learn how to deal with hostile customers without
going to a seminar, and without being away from the job.
The workbook is based
on our popular course of the same name, and includes principles, and specific
actions employees can take to handle difficult situations professionally
and quickly. Based on the experience of more than 2000 participants in
our course, this product is unique in its focus on the government context.
Almost every chapter contains practice examples, so that employees not
only learn "about" the techniques, but get to practice them.
Inside? Topics include:
. The Government Context
Nature of Hostile Behaviour Click to read
. How Hostile Situations
. Principles of Defusing
. Art of Self-Control
. Starting Off Successfully
. Using Co-operative
. Verbal Self-Defense
. Acknowledgement Tactics
. Countering Non-Verbal
. Referral Techniques
. Telephone Hostility
. Limit Setting
Over 230 pages of text
and exercises to assist you and your staff! Answers to many exercises are
provided so that learners can evaluate their own expertise. Eighty defusing
tactics are described.
For more information about
how you can order this book, send e-mail to email@example.com.
here to get order form
And, in case you don't
know, our publications come with a 7 day return policy. Don't like it?
Return it within seven days of receipt, in resellable condition, and we
will cancel your invoice. No risk, no argument.
here to read Chapter I of this book
here to read Chapter II of this book