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Defusing
Hostility Helpcard
Tips & hints to reminds staff about the basic
techniques of handling hostile, difficult and
abusive customers. Using empathy, not taking
bait, self-control, and same tricks to get
control of unpleasant interactions.
Note: The techniques on this card are
applicable to any hostile and difficult
situations, both at work, with colleagues,
customers, and at home.
Originally designed as a companion to our best
selling book "Defusing Hostile Customers
Workbook", the information on this page will
help you deal with difficult, manipulative, and
aggressive people both within a customer
setting, and in other situations. Summarizes
basic defusing principles, self control methods,
and some of the most important techniques taken
from our book.
Learn To Deal More Effectively With
Difficult, Hostile, and Manipulative People At
Work & Home
The Point: We know that civility and
reasonableness seem to be less and less common
in our society, as people become impatient, and
prone to unpleasant or hostile words and deeds.
Written by communication expert an author Robert
Bacal, Defusing Hostility Helpcard is based on
our customer service seminar of the same name.
It includes an overview of the principles of
defusing hostility and dealing with verbal abuse
PLUS a number of verbal techniques and
self-control methods. While this card is slanted
towards dealing with hostile customers, you will
find most of the tactics can be used in any
difficult situation.
Here's what's included:
- Basic defusing hostility. principles.
- Self control methods and issues .
- Encouraging calmness & cooperation.
- Techniques for control/verbal self-defense.
- Twelve other techniques useful when dealing
with hostile customers.
Usage: This card is useful for
individuals who have a good deal of hostility
directed at them, since it teaches some
important defusing hostility techniques. It can
also be used as a reminder, kept by
workstations, to help employees remember
defusing techniques. Some of our seminar
customers have purchased this card to reinforce
the seminar outcomes.
This card is an ideal companion to our book on
defusing hostile customers, since it provides
summaries of the major defusing techniques.
What's a Helpcard?
A helpcard is a 2 sided 8.5 x11 card with
concise useful information about a specific
topic. Designed for busy people who need to
learn FAST
Helpcards are designed for people who would
rather learn without reading long books. Each
card contains clear practical information, tips
and guidelines that pertain to the topic at
hand.
Downloadable Version
Price: $9.95
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