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Books & Helpcards 
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here to be updated when site changes
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.
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:
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 rbacal@escape.ca 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 rbacal@escape.ca,
by phone at (204) 888-9290 or fax at (204) 888-2056
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