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About Robert Bacal
My background, not surprisingly, is in Psychology, and more specifically in Educational Psychology. I've had the opportunity to be a social science researcher and statistician, a university professor and college instructor, and trained and educated thousands of people over the years.
As I get older, I'm amazed at the number of books I've authored, somewhere over twenty, but who counts when there's always the next book to create. Not to mention over 300 articles published online, and in print publications.
The future? I'll continue to do training seminars on customer service, management and communication, but I look forward to devoting more time to my writing. My most recent book is for teachers, school principals and educational staff: Building Bridges Between Home And School -- The Educator's/Teacher's Guide To Dealing With Emotional And Upset Parents, and future plans for 2013-2014 include a brand new book on getting along more effectively in the workplace (conflict management and resolution), and what I think will be a ground-breaking book on why customer service quality is so terrible.
I reside in a small town outside Ottawa, and also have a number of websites that offer free articles on topics that interest me, and hopefully interest you. You can visit my main site at http://work911.com, and I love to hear from readers, so feel free to get in touch.
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Books By Robert Bacal
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME
Real success is about the future, not the past. As a supervisor, you'll be most effective if you concentrate on setting goals for your employees, rather than assessing past events and behaviors.
This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can put to use in virtually any situation. This handy, quick-reference guide provides effective language for:
- Focusing your people on the most important parts of their jobs
- Communicating your expectations
- Aligning employee goals with organizational priorities
- Improving productivity and morale in the workplace
- Reducing disagreements during performance reviews
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME
You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
- Defusing bad situations before they get worse
- Handling complaints patiently and professionally
- Satisfying customers and increasing sales
- Building long-term relationships with important customers
Written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations. Here are just a few of the things you will learn to do:
Why it's in YOUR interest to learn how to defuse volatile customer situations
Why customers act in manipulative, aggressive and even childish ways
How the verbal abuse game works, and how to stop the game cold
How to apply the CARP system for defusing customers
How to maintain SELF-CONTROL so you don't lose your cool, and get "baited"
How to start off customer interaction well and PREVENT escalation
How to choose your words so you come across as helpful and cooperative
How to say no without being antagonistic
How to get customers to STOP ranting, yelling and being aggressive, and getting them to LISTEN
How to apply verbal self-defense techniques to TAKE control
...and tons more. This 8.5 x 11 inch book goes beyond what you've ever been taught about difficult customer situations, and allows you to stop feeling like you are powerless in the face of angry customers. It helps you decide what to do, and what to say, and goes way beyond the ";be nice"" advice so often mentioned in other books and training. You WILL learn from the 176 pages of 120 defusing tactics you'll learn.
There are even chapters for supervisors and managers (and how they can help), dealing with groups of customers and "the audience effect" and dealing with customers in social media.
It's time to stop feeling like a victim, and empower yourself to be the "go to" person with "tough customers". Not only will you increase enjoyment of your job, and reduce your stress levels, but you'll enhance your career prospects. Managers and supervisors DO notice when you can defuse the customers who are "nightmares". That means career advancement.
Meet or exceed all your goals with this comprehensive guide to performance reviews
3 books in 1 eBook!
Perfect Phrases for Performance Reviews covers all the bases when it comes to using the right language during every stage of the performance review process. Packed with the exact words and phrases you need to plan, conduct, and finalize performance reviews, this three-eBook set helps you express yourself with crystal clarity—as well as sidestep any landmines that might be in your path.
This 3-eBook set includes:
Perfect Phrases for Performance Reviews, Second Edition
Get hundreds of ready-made phrases for clearly communicating an employee's performance in 74 different skill areas. Learn the most effective language for:
- Crafting an accurate, carefully worded assessment
- Documenting behaviors and accomplishments
- Guiding and developing promising workers
- Conducting face-to-face interviews
Perfect Phrases for Setting Performance Goals, Second Edition
This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can apply to virtually any situation. This handy, quick-reference helps you:
- Focus your people on the most important parts of their jobs
- Communicate your expectations
- Align employee goals with organizational priorities
- Minimize disputes that can arise during performance reviews
Perfect Phrases for Documenting Employee Performance Problems
Using this wide range of ready-to-use scripts and a handy problem-solving toolkit, you can address even the most difficult issues diplomatically and constructively. Learn how to:
- Find the perfect words to suit each employee review
- Document performance in the most effective way possible
- Build strong working relationships and boost morale
- Increase productivity, meet deadlines, and achieve goals
Determining training needs the key to receiving any payback on money spent on workplace training.
It's great to be committed to the training of employees, but the reality is that a huge percentage of workplace training is a waste of resources, either because it doesn't address or solve a business problem, or the employee isn't in a position to use what is learned (if anything is actually learned). Clearly the key is to determine training needs properly for the organization, and for individual employees. That's the way to increased productivity through human resource development.
Our Training Needs Assessment Step by Step Helpcard is designed to walk you through a straightforward process for determining training needs and requirements. You don't need to be a trainer or learning specialist to do this.
Written by training expert and instructional designer, Robert Bacal, these step-by-step instructions provide a roadmap for conducting a training needs analysis. We explain what a training needs assessment involves, and how to go about doing it properly. Here's what's included::
* Characteristics of training that pays off
* Training needs analysis overview
* The Steps
* Identifying performance gaps
* Techniques for identifying gaps
* Priorizing the gaps
* Identify the causes of the gaps including use of "the seven why's technique"
* Deciding whether training will reduce the gap
* Identifying skills needed and who needs them
* Hints & Tips
Set the bar for outstanding performance
A follow-up to the top-selling Perfect Phrases for Performance Reviews, this book provides managers with phrases and goals that describe expected future performance from their direct reports. A timesaving job aid for any performance review or plan, the book:
- Makes it easy for managers to set high performance goals for executives, management, or non-managers employees
- Includes many categories of goals, from revenue and productivity goals to quality and personal development goals • Facilitates the goal-setting process across the organization
- Includes a guide to writing a performance plan for any employee
Featuring hundreds of ready-to-use performance goals, this practical job aid makes it simple for managers to set the bar for outstanding future results.
Proven strategies for maximizing employee commitment and performance
As a manager, you know that employee performance is your most important asset—but are you making smart, well-thought-out efforts to leverage it to its fullest?
Manager’s Guide to Performance Management helps you get the most out of your people by focusing on performance planning (instead of appraising), creating a dialog (instead of issuing directives), and solving problems (instead of pointing blame). Learn how to:
- Work with employees to create goals that are beneficial to everyone
- Observe, gather data on, and document performance
- Conduct performance reviews in a cooperative, collaborative way
- Address thorny situations proactively and professionally
- Leverage the powerful but often misunderstood process of “progressive discipline”
Briefcase Books, written specifically for today’s busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:
+ Clear definitions of key terms and concepts
+ Tactics and strategies for managing performance
+ Tips for executing the tactics in the book
+ Practical advice for minimizing the possibility of error
+ Warning signs for when things are about to go wrong
+ Examples of successful performance management
+ Specific planning procedures, tactics, and hands-on techniques
We all have conflict at home and at work. What counts is how we choose to handle it.
When conflict happens, what determines the outcome? It's how people handle it. You can react in a knee-jerk fashion which almost always escalates the disagreement, or you can stop, think, and choose the best way to deal with that conflict.
Using Your Head to Manage Conflict explains what choices you have, and when to use which ones. This is necessary since each conflict situation is different from any other.
You will learn:
* when you shouldn't waste time arguing
* when it's the right time to give a little, to preserve an important relationship
* when it's time to stop "being nice" and fight to win
Written by conflict expert author Robert Bacal, Using Your Head To Manage Conflict Helpcard maps out the basics of managing conflict in an intelligent way, explains the steps of rational conflict management and explains the advantages and disadvantages of various approaches to conflict management.
Here are a few questions answered:
* How can you make conflict work for you?
* What are the major steps in rational conflict management?
* What are the pro's and con's of conflict avoidance and denial?
* What are the pro's and con's of accommodation/giving in?
* What are the pro's and con's of compromise?
* When the use of power and competition is appropriate?
* What are the pro's and con's of collaboration?
"I keep a copy on my desk where I can see it. It reminds me I have choices when conflict occurs. The methods are great, and so is learning how to analyze situations, but the best is I now feel I can control conflict situations and not act impulsively (well, most of the time)."
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
Because human beings learn to use language as children, we're ALL prone to communication and conflict mistakes as adults. We say the wrong things. We send messages we don't intent to send. We get reactions that both surpise us and cause grief for ourselves. Worse, though, our ineffective language habits damage our relationships with spouses, children, other family members, friends and at work with colleagues and "superiors". Sometimes the damage is minor. Sometimes relationships founder on the rocks of consistently bad ways of talking. Regardless if you find yourself in unnecessary arguments, or unable to solve sticky and persistent issues in your marriage, dating relationships and family, here's a solution.
Imperfect Phrases For Relationships: 101 COMMON Things You Should Never Say To Someone Important To You...And What To Say Instead is a unique, practical and hands-on book that will teach you what NOT to say, and how to replace "imperfect phrase" (ones that harm relationships), with effective phrases. Rather than deluging you with theories and principles, this book contains one hundred and one phrases to eliminate, and provides better options, so you no longer end up in arguments that waste time and energy. It's compact, to the point, and you can start improving your relationships NOW.
Take advantage of the suggested activities to use this book with your significant other so you can learn together, or use it on your own to improve existing relationships, and start new ones off on the right foot.
Do YOU Know Why You Should Never Use These Phrases?
Because those are the rules
It's none of your business
You take everything too seriously
You make me feel stupid
I'm doing my best
That's just five of the 101 imperfect phrases included, and better yet, you'll learn what to say INSTEAD to build bridges and relationships with the important people in your life, whether it's a spouse, date, child, colleague, or boss.
Use it on your own, or with someone important to you!
Translated into 16 languages! The reader-friendly, icon-rich Briefcase Books series is must reading for all managers at every level.
All managers, whether brand new to their positions or well-established in the organizational hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their organizations.
For both managers and employees, performance reviews are too often viewed as negative and disciplinary. The Manager's Guide to Performance Reviewshelps managers instead make reviews both positive and proactive. It provides a step-by-step process for administering an effective performance review, one that will meet the organization's needs for employee appraisal while giving employees an honest sense of how they are performing and where they could improve. Also examined are various approaches to performance reviews, different forms and techniques, and more.
If so, you are at risk of losing the people who are most important in your life, at home and at work.
Divorces are way to frequent and one reason is that couples don't know how to disagree without hurting each other. It's the same at work. Can you afford to alienate your boss, or co-workers? Are you willing to deal with that pain over the long haul?
We all have conflict at home and at work. What counts is how we choose to handle it.
No relationship is without fighting and arguing. What distinguishes relationships that work from those that don't is how the arguing is done. You can learn to fight fair, and actually reduce the negative effects of disagreement while reducing the chances of arguments in the future.
Many of us haven't had a chance to learn fair fighting. Even the best of us sometimes strike out in anger, at least verbally, and poison the environment that, if we took time to think, we care about.
That brings us to our Learn To Fight Fair Helpcard, a fast way to learn what to do and not do -- and something you can share with others you tend to argue with; friends, family or co-workers
Now you can learn to fight fair without having to wade through hundreds of pages from all those self-help books. We've boiled down the essence of the best material on disagreements. You can download a copy of this helpcard and learn to disagree and argue constructively and fairly (and painLESSly) all within 15 minutes.
Written by conflict expert author Robert Bacal, Learn To Fight Fair Helpcard provides you with specific instructions so you can argue, disagree, and even fight in constructive ways that will enhance the relationships, rather than destroy it. This 2 sided 8.5 x 11 inch card describes the fifteen "dirty fighting" techniques you need to eliminate, and over eighteen specific techniques you can use today to "fight fair". Here's how it's broken down:
* Introduction to Fighting Fair
* Fighting Fair In A Nutshell
* Eliminating Dirty Fighting
* Arguing Constructively
* Specific Fight Fair Techniques
* Planning To Fight Fair
Each of these strategies is explained.
Take the first step in building a better, harmonious relationship with those you care about. For the sake of your spouse. For the sake of your children. For the sake of your coworkers. But above all, for YOUR sake.