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Books By Bacal:Robert Bacal has written a number of books for McGraw-Hill and Alpha Press(Complete Idiot's Guide), several of them being best sellers. Topics range from performance management and appraisal to customer service and dealing with difficult employees. Here's a summary of each book, and links for more information and discount purchasing.
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Books By Bacal
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How to Manage Performance : 24 Lessons for Improving Performance (The McGraw-Hill Professional Education Series)
Text provides managers with goal-focused, commonsense techniques to stimulate employee productivity in any environment. Features 24 invaluable strategies and action steps. Softcover.
Product Description:
These quick reads, based on McGraw-Hill bestsellers, are designed to meet the needs of busy people. Titles in the series focus on each book's main themes and action ideas, reduced to a manageable page count for on-the-go readers.
Goal-focused, commonsense techniques for stimulating greater productivity in the workplace and fostering true commitment.
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Defusing Hostile Customers Workbook
Customer service is tough enough in the best of times, it becomes even more challenging and difficult if you have to deal with angry, upset, frightened or abusive customers. If you deal with difficult or angry customers, no doubt you understand the stress and frustration YOU feel as an employee, not to mention the sheer amount of time these customers can "eat up".
Now you can learn to deal with hostile customers more professionally, and reduce the amount of stress and time associated with difficult customer service situations. The Defusing Hostile Customers Workbook will teach you how to deal with tough situations. We'll tell you what techniques you can use to get ranting customers to stop ranting, and start listening. We'll teach you to use very specific techniques to both calm people down, and shorten difficult interactions. We'll even help you have more confidence in tough situations, and provide workplace violence related safety tips. Free excerpts.
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Perfect Phrases For Customer Service Main Page
Released in late 2004 the format and content make it a unique way for people to develop their customer service skills. Not only does it teach principles, but it provides scenarios and detailed examples of good customer service. Published by McGraw-Hill. From this page you can access full information, table of contents, and free book excerpts and scenarios. Or purchase it from amazon.com
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The Manager's Guide to Performance Reviews
ll managers, whether brand new to their positions or well-established in the organizational hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their organizations.
For both managers and employees, performance reviews are too often viewed as negative and disciplinary. The Manager's Guide to Performance Reviewshelps managers instead make reviews both positive and proactive. It provides a step-by-step process for administering an effective performance review, one that will meet the organization's needs for employee appraisal while giving employees an honest sense of how they are performing and where they could improve. Also examined are various approaches to performance reviews, different forms and techniques, and more. Available at your local bookstore and through amazon.com. Click on the link for complete information.
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Complete Idiot's Guide To Handling Difficult Employees - Contents and Excerpts
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.
We've provided some chapter excerpts and table of contents for your convenience. The final book version may differ slightly from the information presented here.
Available from your local bookstore or via amazon.com.
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30-Jul-2007
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