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Resources To Prevent & Deal With Workplace Conflict With Customers and Colleagues
Conflict and Defusing Hostility Seminars & Training 
 
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
Email: rbacal@escape.ca
All Site Material is © Robert Bacal, 1998 Reproduction without permission in any form is forbidden 

 
Topics 

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]
Click here to be updated when site changes 
Can't arrange seminars or training? Several of our books can help. 
Ordering Information

We offer a number of seminars related to conflict prevention, and defusing hostility. Our most popular offering is DEFUSING HOSTILE CUSTOMERS, where we have trained over 5,000 people over the last few years. Our newest seminar teaches CONFLICT PREVENTION, both with co-workers and with customers. 

Some important facts: 

The best way to train people in the area of conflict, defusing and communication is to train all staff. Generally we are contracted to do that, rather than offering seminars that individuals can sign up for. So, have your company or organization contact us to do a custom-designed seminar for employees. It's actually much more cost-effective this way. 

All our seminars are custom-designed and involve a needs assessment process. We include real cases and examples from your workplace, and modify content to suit the sector, and issues being faced by our clients. We do not do canned programs. Hence while we can provide an outline of possible topics, the final seminar design is based on what YOU need. 
 

Conflict Prevention Seminars

Over the last decade we have researched and defined ways of communicating that tend to reduce workplace conflict (cooperative communication), and ways that increase workplace conflict (confrontational language). 

Our custom-designed conflict prevention seminars are useful for organizations interested in: 
 

  • reducing internal conflict through prevention.
  • increasing staff ability to "fight" fair" when conflicts occur.
  • Increasing team work.
  • increasing productivity at meetings and groups discussions.
  • reducing customer complaints
  • increasing customer service
  • improving communication between management and staff.
Formats: 

Depending on your needs we can offer this seminar in half-day, full-day or two day formats. Flexible delivery options are available, including evening and weekend delivery and dividing seminars into half-day spans. 

Our Customer Service Edge 
 

  • We specialize in conflict prevention and defusing hostility. It's our full time mission.
  • We've defined cooperative communication techniques. Who better to teach it than the originator.
  • Our fees are extremely reasonable because we are located in a low cost of living area, and use inexpensive marketing techniques. You pay for excellent training, not fancy brochures.
  • For clients outside of our local area, we do everything we can to drive down costs (e.g.. transportation, etc.), by taking advantage of any air travel discounts. Expenses will be lower than you think.
Can't Arrange A Seminar? 

Consider purchasing our book Conflict Prevention In The Workplace - Using Cooperative Communication. The book is $33.95 (bulk discounts available). 

Details about the book (click here)


Defusing Hostile Customers Seminars 

 
Regardless of sector angry customers can cost you profits, or productivity. They can eat up huge amounts of time, cause stress, and can make life very unpleasant. However, if staff know how to deal with these situations, they can be handled more effectively and professionally. It's worth the investment. 

Some important facts: 

The best way to train people in the area of conflict, defusing and communication is to train all staff. Generally we are contracted to do that, rather than offering seminars that individuals can sign up for. So, have your company or organization contact us to do a custom-designed seminar for employees. It's actually much more cost-effective this way. 

All our seminars are custom-designed and involve a needs assessment process. We include real cases and examples from your workplace, and modify content to suit the sector, and issues being faced by our clients. We do not do canned programs. Hence while we can provide an outline of possible topics, the final seminar design is based on what YOU need. 

Our custom-designed defusing hostile customers seminars are useful for organizations interested in: 
 

  • reducing time needed to deal with irate customers
  • increasing workplace safety
  • increasing staff confidence dealing with hostile situations
  • improving customer retention
  • reducing need for manager involvement in conflict situations
Formats: 

Depending on your needs we can offer this seminar in half-day, full-day or two day formats. Flexible delivery options are available, including evening and weekend delivery and dividing seminars into half-day spans. 

Content 

Because we custom-design all of our seminars based on needs assessment, we prefer not to post outlines, because each seminar is different. Topics can include and range from self-control strategies, dealing with manipulative people, preparing for hostile interactions, stress management, telephone techniques, team defusing, etc. We incorporate techniques from Verbal Self-Defense, and Verbal Judo in our work. Contact us via email at rbacal@escape.ca or by phone at (204) 888-9290 for more information. 

Our Customer Service Edge 
 

  • We specialize in conflict prevention and defusing hostility. It's our full time mission.
  • We've defined cooperative communication techniques. Who better to teach it than the originator.
  • Our fees are extremely reasonable because we are located in a low cost of living area, and use inexpensive marketing techniques. You pay for excellent training, not fancy brochures.
  • For clients outside of our local area, we do everything we can to drive down costs (e.g.. transportation, etc.), by taking advantage of any air travel discounts. Expenses will be lower than you think. Over the last decade we have researched and defined ways of communicating that tend to reduce workplace conflict (cooperative communication), and ways that increase workplace conflict (confrontational language).

Can't Arrange A Seminar? 

Consider purchasing one of our books: Defusing Hostile Customers Workbook (for public sector); Defusing Hostile and Volatile Situations For Educators (and it's companion workbook)

We have provided outlines and sample chapters online for you to look at. Click on the titles above.

At present we do not have books available for other sectors. HOWEVER, if you are in another sector we recommend you purchase the defusing workbook for public sector. The principles and skills can be used in other industries.

Stay tuned for new books!

Confused?
Need Help?
Email us at rbacal@escape.ca
 
 
  

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