Topics
Books & Helpcards
  |
[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
|