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Articles By Bacal:Robert Bacal has written and had published hundreds of articles on work success, conflict, management, performance appraisal and more. From here you can access this material.
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Management File - What IS The Point Of Performance Appraisal - Reproduce this article free
Probably the most misused and abused and disused management tool in history is the performance appraisal. It's the strangest thing. Ask any manager or human resources person whether they think performance appraisal is an important thing to do, they are almost unanymous. "Of course it is", is the common response. If you ask why it's important, they will tell you and tell you and tell you.
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Understanding Hostile Customers
If you must deal with hostile customers more often than you like, you know that to respond to them with a hostile attitude of your own only inflames the situation. One effective way to help defuse a hostile customer is to understand that customer a little better. The author offers some insight into customer anger and provides you with some thoughts to keep in mind the next time you find yourself facing a hostile customer.
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Technology
Technology is certainly changing the way we do things. Whether technology is resulting in increased productivity is a question that is often left unanswered. Perhaps one reason that it is not actively explored is that the answer is not one we want to contemplate.
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The #1 Mistake Made Dealing With Angry Customers
Of course an angry customer wants the problem fixed -- to his or her satisfaction. But failing to rectify the problem is not the number one mistake to make. See what will defuse an angry customer most of the time. It does not cost alot and requires some skill. Learn how to deal with angry customers.
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Using Positive Language - Get Better Results by Communicating More Effectively
In this article the author provides ways to use language to receive more positive receptions from your communication - oral or written. In this article we are going to be looking at ways you can communicate in a more positive way that is more likely to elicit cooperation rather than argument or confrontation. Whether you are communicating with clients/customers, your staff, or other government employees, you can use positive language to project a
helpful, positive image rather than a destructive negative one.
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Diagnosing Performance Problems
One of the toughest tasks for any manager or supervisor is to determine the cause of a performance problem. Since decisions to remediate the problem will depend on the diagnosis, accurate assessment is crucial. In this article we will outline a model of factors influencing employee performance, so that you are less likely to ignore a possible source of performance deficit. In future issues of the Public Sector Manager, we will return to this topic in more detail.
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20-Aug-2008
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17:08:36
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