Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

Hello! And Every Little Thing that Matters will transform the way businesses interact with customers – delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.

An updated and expanded version of the training guide Booklist called "one of the most valuable professional publications to come off the presses in a long time," the new third edition of Communicating Professionally is completely revised with new sections outlining the opportunities offered by contemporary communication media. With more resource information on cross-cultural communication, including new applications of communication principles and the latest research-based material on communication in general, this comprehensive manual covers Fundamental skills such as listening, speaking, and writing Reading others’ nonverbal behavior How to integrate skills, with tips for practicing Sense-making, a theory of information as communication Common interactions like speaking one-on-one, working in groups, and giving presentations Training others in communication skills, including a special section on technology-based training

In 1986, the Cold War was winding down, yet under the seas the game of cat and mouse between Soviet and American submarines continued unabated. Off the coast of North Carolina, an aging Soviet ballistic missile submarine suffered a catastrophe accident and came within moments of melting down. Had it exploded, the entire East Coast of the U.S. would have been blanketed in radioactive fallout. The death toll would have made Chernobyl seem like a traffic accident. This is the gripping, true story of 60 young Soviet men who fought--and died--to save our lives. Photo insert. Foreward by Tom Clancy. Martin's Press.

Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com

In recent years, neuroscientists have discovered that the heart has its own intelligence, a complex independent nervous system that is referred to as 'the brain in the heart.' Getting the heart into a positive rhythm can directly send a signal to the brain, allowing the two to synchronize and literally transform anger, frustration, and irritation into compassion, empathy, and calm. From Transforming Anger, learn how thoughts and feelings get stored in the nervous system and create cellular triggers of irritation, frustration, and anger. Then find out how to get beyond the mechanical negative pull of these triggers. Discover how to control your heart rhythms using a 60-second 'freeze-frame' technique: an exercise that calms the mind, synchronizes the nervous system, and increases the level of internal coherence, so that you can clearly and quickly see the options for dealing with anger. This technique can be used anytime and anywhere, and puts you in a zone in which you are able to feel calm, compassionate feelings for yourself and for others. For lasting change, learn to build emotional assets, depersonalize the actions of others, identify resistance to change, and keep the practice going. HeartMath is a registered trademark of the Institute of HeartMath.

Teaching at Its Best This third edition of the best-selling handbook offers faculty at all levels an essential toolbox of hundreds of practical teaching techniques, formats, classroom activities, and exercises, all of which can be implemented immediately. This thoroughly revised edition includes the newest portrait of the Millennial student; current research from cognitive psychology; a focus on outcomes maps; the latest legal options on copyright issues; and how to best use new technology including wikis, blogs, podcasts, vodcasts, and clickers. Entirely new chapters include subjects such as matching teaching methods with learning outcomes, inquiry-guided learning, and using visuals to teach, and new sections address Felder and Silverman's Index of Learning Styles, SCALE-UP classrooms, multiple true-false test items, and much more. Praise for the Third Edition of Teaching at Its BestEveryone veterans as well as novices will profit from reading Teaching at Its Best, for it provides both theory and practical suggestions for handling all of the problems one encounters in teaching classes varying in size, ability, and motivation." Wilbert McKeachie, Department of Psychology, University of Michigan, and coauthor, McKeachie's Teaching TipsThis new edition of Dr. Nilson's book, with its completely updated material and several new topics, is an even more powerful collection of ideas and tools than the last. What a great resource, especially for beginning teachers but also for us veterans!" L. Dee Fink, author, Creating Significant Learning ExperiencesThis third edition of Teaching at Its Best is successful at weaving the latest research on teaching and learning into what was already a thorough exploration of each topic. New information on how we learn, how students develop, and innovations in instructional strategies complement the solid foundation established in the first two editions." Marilla D. Svinicki, Department of Psychology, The University of Texas, Austin, and coauthor, McKeachie's Teaching Tips

Hone your professional approach to a razor's edge using lessons from military and civilian intelligence The Most Dangerous Business Book You'll Ever Read brings expertise from military and civilian intelligence operations into your business life. It lays out hard-hitting interpersonal skills to raise your level of professional effectiveness and vanquish your competition. The Most Dangerous Business Book You'll Ever Read features former Army interrogator Gregory Hartley's unique system of profiling, formula for persuasion, and framework for establishing expertise quickly. Gregory makes his system concrete with case studies, tables, diagrams, and more. Question like a Polygrapher Sort Personalities like a Profiler Close a Deal like a Hostage Negotiator Interview like an Interrogator Network like a Spy Research like an Intelligence Analyst Decide like a SEAL Team-Build like Special Ops Take your career focus to the next level. Discover the skills they don't teach in business school with The Most Dangerous Business Book You'll Ever Read.

Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world.