Archive for category Excerpts From Books Authored By Robert Bacal

It’s Official! Defusing Hostile Customers Workbook Now Available

Posted by Robert Bacal in Excerpts From Books Authored By Robert Bacal, customer service on April 11, 2010

Pleased to announce the general availability of the Third Edition of Defusing Hostile Customers Workbook (Public Sector). We tightend up the writing, cut down on pages, added strategies for using social media, and speaking to hostile groups, and even prettied it up.
It’s available on amazon.com using the link below. We’ll probably be selling it direct [...]

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Preface To the Second Edition of Perfect Phrases For Performance Reviews

Posted by Robert Bacal in Excerpts From Books Authored By Robert Bacal, Performance Management and Appraisal on April 11, 2010

Later this year McGraw-Hill will be publishing the second edition of Perfect Phrases For Performance Reviews. It’s a bit of a departure from the first edition and the other books that we compete with, so I felt it was a good time to share the preface to the new book. I’d be interested in comments, [...]

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It’s Not The Difficult People, It’s The Difficult Behavior – Excerpt From The Complete Idiots’ Guide To Dealing With Difficult People

Posted by Robert Bacal in Excerpts-Complete Idiot's Guide To Dealing With Difficult Employees By Robert Bacal on April 22, 2009

It’s Not The Difficult People, It’s The Difficult Behavior
It’s a human tendency to identify people as being difficult or easy to get along with, and that affects how we interact with them. But the question is, is it that some people are difficult or is it their behavior that bothers us?
How Labeling People As Difficult [...]

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The Cost of Difficult People – Excerpt from Complete Idiot’s Guide…

Posted by Robert Bacal in Excerpts-Complete Idiot's Guide To Dealing With Difficult Employees By Robert Bacal on April 21, 2009

The Cost of Difficult People
Let’s face it. Most of us try very hard to avoid managing difficult people. Somehow we believe that, left to their own devices, they will “smarten up” or “grow up,” or if we’re really lucky, simply quit or go away. It rarely works that way. Still, if you are to be [...]

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Four Reasons You Might Choose To Be A Victim of A Difficult Person

Posted by Robert Bacal in Excerpts-Complete Idiot's Guide To Dealing With Difficult Employees By Robert Bacal on April 20, 2009

The Complete Idiot’s Guide To Handling Difficult Employees, released in June, 2000, and written by Robert Bacal is written for people who work with difficult employees. While the book presents solutions from the manager’s point of view, the principles and realities presented in the book are sure to help anyone stuck with working with a difficult employee. Coming in in excess of 300 pages, it is a hands-on practical guide, with just enough theory to help you make intelligent decisions about how to handle those difficult people.

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