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Resources To Prevent & Deal With Workplace Conflict With Customers and Colleagues
The Education and School Sector - Conflict, Cooperation, Prevention  
Providing you with resources to prevent, manage & resolve conflict in the workplace. Our website is a free resource to support individuals, managers and companies increase job satisfaction, reduce, stress, save time, and increase productivity. 
Institute For Cooperative Communication, 252 Cathcart St., Winnipeg, Mb. Canada, R3R 0S2
Phone: (204) 888-9290 Fax: (204) 888-2056
All Site Material is © Robert Bacal, 1998 Reproduction without permission in any form is forbidden 


Conflict Prevention 
Hostile Customers 
Free Conflict Articles 

 Books & Helpcards
Defusing Hostile Customers Workbook 
Defusing Hostile/Volatile Situations For Educators 
Conflict Prevention In The Workplace 
Defusing Hostile Customers Help CardCooperative Communication Helpcard
[Ordering Publications] [Email Us] [Seminar Information] [Speaking Information] [RETURN TO MAIN PAGE] [Chat Room To Discuss Workplace Conflict]
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The Education & School Sector - Conflict, Cooperation & Prevention
Everyone has an opinion about education, teaching and schools, and if you are a teacher, principal or school administrator you are going to hear it and hear it and hear it. That's OK. Taxpayers and parents have some right to express their opinions, but often that expression takes the form of hostile, abusive or threatening behavior. That wastes time for you and causes stress. If you've experienced any of the following read on.
  • parents or taxpayers marching into your school demanding to see you (no appointment)
  • threats to get you fired
  • phone calls at home at odd hours
  • unreasonable parents
  • parents that refuse to help their own children
  • parents or taxpayers that simply are not interested in listening
  • chronic arguers.

We can help you develop skills to deal with hostile and difficult parents and taxpayers so you can work WITH them in the interests of the children. To be able to do this requires:

  • staff skilled in conflict prevention with parents and the public
  • staff skilled in "recovery" what you do when things go wrong  (complaints)
  • staff who don't waste time in internal squabbling and conflict with coworkers
  • teamwork
That where we come in. We help schools and  school boards prepare their staff to PREVENT conflict, both with the public, and with co-workers. We help prepare staff to deal with difficult parent, the hostile parent, or even worse that parent from hell who takes great joy in manipulating staff and management, as if it's some jolly game. 

Conflict Prevention With Clients and Customers 

Many staff (people) communicate with parents in ways that put them off. It's not that they do it intentionally--they just use language in ways that offend people or throw gasoline on the fire. In some cases, staff can create customer problems when none exist. Imagine the effect of the teacher or receptionist  who responds to a complaint by saying "Sorry,  Sir, there is nothing I can do, you'll have to wait for the principa", and then walks away. Heck, it's polite, it may even be accurate, but it's more than likely that approach is going to end up costing people time if the parent gets difficult. And now there's a problem that could have been avoided with proper handling -- with the use of what we call COOPERATIVE COMMUNICATION. 

Through our book, Conflict Prevention In the Workplace we teach people the difference between language that causes confrontations and language that encourages cooperation, either with customers or co-workers. 

We also design and deliver custom-designed seminars on this topic. No canned stuff. We teach people the use of conflict prevention techniques using examples from THEIR workplace and company. We can do that in various time spans--half-day, 1 day or two day, depending on needs. For details call us at (204) 888-9290. 

What's the bottom line with conflict prevention? With respect to parents and taxpayers, it SAVES time because it prevents escalation of conflict, disagreement, etc. It saves stress, by keeping things in control. Everybody wins. Parents feel they are being treated well, and are less likely to fight . Oh, and principals and administrators don't have to get involved as often with customer disputes. 

How can we help.? First we can design and deliver custom-designed seminars on defusing hostile customers. We do it your way, consistent with your company policies. Send us email for more information at 

We have produces several books and workbooks on defusing hostile customers (see left hand side of this page). In fact we have produced two for educators -- Defusing Hostile & Volatile Situations For Educators, and it's companion workbook. For details and information please click here.

Bottom Line: We teach you and staff how to deal with the difficult, the ornery, the offended, the angry, and the manipulative parent or tax payer . 

Teamwork & Internal Conflict Among Personnel 

Still with us? It's impossible to grow good relationships with parents and taxpayers if staff don't work in concert and in harmony. They need to be harnessed and pulling in the same direction, not in different ones. And, yes, there's an art to it, and people can learn to handle internal conflict much more effectively, and to prevent it from occurring in the first place. 

We can consult with you to create a plan to help staff work together. We can work with you to teach those "ole" conflict prevention techniques. Or we can provide multiple copies of Conflict Prevention In The Workplace at a significant discount. 

Enough Already! 

OK. I could go on and on and you have better things to do than read more. Here's the summary: 

We provide training, publications and do motivational speaking on the subject of conflict, communication and customer service for the education and school sectors.

Contact us by email at, by phone at (204) 888-9290 or fax at (204) 888-2056 



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