We have been trained thousands of people in defusing hostility over the last seven years. We will have a client list online shortly.

First, the features:

We do not believe in delivering canned courses. Every seminar we give is custom-modified to fit the needs of the client. We do a needs-analysis about 6 weeks before the seminar, and use real case studies from your worksite (albeit modified for learning purposes).

While our focus has been on government related agencies and education, our material fits for almost any sector, particularly since we do the custom-modification at now extra charge.

Content

Due to custom-design, content varies but tends to include:

• Understanding the angry person
• Difference between angry and hostile/abusive behavior
• *Twelve guiding principles for defusing*
• *The CARP model for sequencing responses*

The basic techniques such as:

• Self-Control Strategies (Cognitive Reframing)
• Observation & Preparation
• Greetings and Approaches/Using Names
  
• Showing Empathy
  
• Use of Questions
  
• Listening Responses
  
• Sharing of Information
  
• The Disengagement Strategy
  
• Referring To Supervisor
  
• Directing The Person's Anger
  
• Exploring Alternatives/Giving Choices
  
• Following-Through
  
• Use of WE
• Advanced techniques to get control of interactions
  
• *Conflict prevention strategies and language use*

• Dealing With The Stress of Hostility
  
• Teamwork and Defusing Hostility
  
• Safety & Security Issues & Corporate Policy
  
• Identifying and Dealing With Different Types of Hostility
  
• How Supervisors and Management Can Help
  
• Identifying Organizational Restrictions
  
• Dealing With Hostility Over The Phone

(Note: Items with * are unique to Bacal & Associates)

Process:

We try to make the learning process interactive. The core activity is what we call dialogue script analysis where we take realistic dialogue, based on your workplace, and use it to generate defusing responses. We do not use formal role playing, because, quite frankly, our method is better, more comfortable and just as effective as role playing.

Fees:

We recognize that different kinds of organizations have different training budgets. For that reason we negotiate seminar prices on a case by case basis that takes into account type of organization, length, amount of customization required, locations and some other factors. However as a rough guideline, we price our seminars so that, based on a full class of 20-25 people the per person cost should be between $125 and $160.00 per person.

Travel expenses are extra (hotel, transportation and per diem). As a courtesy to clients, we often stay over extra days to take advantage of lower air fares, and where possible can drive significant distances to save overhead for you.

Since organizatons vary so much re: budget, and we are committed to increasing work safety and civility, we WILL negotiate.

For an indepth feel for the seminars, we suggest the Defusing Hostile Customers Workbook which is based on the seminar. It's 38.95 (or less) and you can obtain more info by clicking here. If you like the book you'll like the seminar.

For more information or to arrange seminars, contact us at ceo@work911.com, or phone at (613) 764-0241.

We also do speaking engagements of shorter duration on civility in the workplace, conflict prevention and related topics. Great for conferences of get-togethers.

Hope this answers your questions.

Robert Bacal
CEO, Bacal & Associates/Work911.com