Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Anger Management: Staying calm and in control with difficult clients is essential. In this section you'll find help with anger management techniques you can use to help you keep your cool with difficult and even insulting customers.
Articles:
Controlling Anger Before Anger Controls You- by APA
Anger is a completely normal, usually healthy, human emotion. But when it gets out of control and turns destructive, it can lead to problems%u2014problems at work, in your personal relationships, and in the overall quality of your life. And it can make you feel as though you're at the mercy of an unpredictable and powerful emotion. This brochure is meant to help you understand and control anger.
(Added:
14-Feb-2001
Hits:
1510
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The Customer Is Not Always Right!- by n a
The person who says "The customer is always right" has never had to deal directly with customers (clients). Clients are not always right, but they are always our clients. Without clients, you can't have an appraisal business. To have a successful appraisal business, you must be able to successfully handle difficult clients and client complaints.
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(Added:
16-Feb-2006
Hits:
3058
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The Anger Contract- by Kathy Garber
It's a small first step to improving your anger management, but you can start by making an anger contract with yourself. Here's how.
(Added:
7-Jul-2004
Hits:
979
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Creating Passionate Users: The worst way to calm someone down- by n a
The foundation of many customer service training programs is to give an angry customer your full attention but remain as rational and cool and calm as possible. We're taught that if we match the customer's right-brain emotion with an emotional response, we'll make things worse. And that's true... at least if we respond defensively and especially if we get angry in response.
(Added:
16-Feb-2006
Hits:
685
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Personal Growth: The Four Faces of Anger- by Mark Gorkin
What's the first thought that comes to mind when you hear the word ANGER? Frustration? Yelling? Loss of Control? Violence? Maybe fear, silence or avoidance? All reasonable responses...Or are they? A bit one-sided, for my taste, that is, the "anger glass" appears "half empty." How about a "half full" perspective: confrontation, energy, power and tenacity? Or honesty and being real?
(Added:
25-Feb-2001
Hits:
1107
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Some Facts Psychologists Know About… Anger- by na
Some Facts Psychologists Know About Anger is a good summary of the basics you need to understand anger, within a psychological context. Helps you understand anger but also provides overview of anger management methods.
(Added:
7-Jul-2004
Hits:
868
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Categories:
Suggested Books(12) We've identified some of the better anger management books on the market to help you learn more about managing anger.
