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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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Performance Management - A Briefcase Book
Readable, plain language on the entire performance management process. Practical and also addresses criticisms of performance management by "systems" people and quality people. Focus on people, communication, appraisal methods, and debunks a number of myths about rankings, ratings, objectivity in appraisals. A best seller published by McGraw-Hill and translated into French, Spanish, Chinese, and more, it's been a performance management best seller since its release.
You can purchase this book at your local books store, or click the link for more book information and purchase from amazon.com
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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 Setting Performance Goals : Hundreds of Ready-to-Use Goals for Any Performance Plan or Review
In their previously published, top-selling book Perfect Phrases for Performance Reviews, Robert Bacal and Douglas Max described past employee performance. In Perfect Phrases for Setting Performance Goals, Bacal and Max go a step further with hundreds of precisely-worded future performance goals.
You will find ready-to-use performance goals for both managers and employees, in many categories including sales and profit goals, quality and productivity goals, on-time performance personal development goals, and much more. This practical job aid makes it easy for managers to raise the performance bar, and focus their people on the organization's top priorities. Available through your local bookstore or at amazon. Click the link for more book details.
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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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10-Dec-2009
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16:35:20
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