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About Bacal & Associates

Check out the book on the British Amazon site Check out amazon for complete information on the print edition In Canada? You can get this from within the country via The Kindle version can save you tons of money, and you can read it on almost any device with the free reader software Buy the PDF from us and save BIG. And, yes you can print it out or view it on a screen.
About Bacal & Associates

Bacal & Associates is a "no-frills" training and consulting and keynote speaker company offering services related to performance management and appraisal, dealing with difficult customers, presenting to difficult groups and other communication and team related issues.

We call ourselves "no frills" because we don't produce fancy brochures, or for that matter, fancy websites, and believe in providing the best services at reasonable prices.

Since 1993 we have trained thousands of people in dealing with hostile customers, and done a number of keynote conference speaking engagements. We have also published in excess of one hundreds articles on workplace issues. Information about our services is here.

More recently we have created a number of learning products, including books and helpcards. For more information click here.

About Robert Bacal

mypicRobert began his career as an educator and trainer at the age of twenty (which is over 30 years ago!), as a teaching assistant at Concordia University. Since then he as trained teachers for the college and high school level, taught at several universities and trained thousands of employees and managers in customer service, conflict management and performance appraisal and performance management skills.

With a Master's degree in psychology (University of Toronto), he applies his understanding of human communication and cognition to training and learning issues to help organizations solve business and performance problems.

As an Organization and Staff Development Consultant with the Manitoba Government, he developed and taught courses on a wide range of management issues including performance management and appraisal, conflict management, communication, and employee motivation. He has been involved in extensive and long term consulting projects on performance management and change management.

Since 1992, when he left government to form his own consulting firm, he has been active in providing help on performance management and customer service issues.

His expertise in these areas has resulted in the publication of a number of books that include:

  • A Critique of Performance Appraisal -- Why Doesn't It Work (Bacal & Associates)
  • Conflict Prevention In The Workplace - Using Cooperative Communication (Bacal & Associates)
  • Defusing Hostile Customers Workbook (Bacal & Associates)
  • Performance Management - A Briefcase Book (McGraw-Hill)
  • Perfect Phrases For Performance Reviews (McGraw-Hill)
  • Perfect Phrases For Setting Performance Goals (McGraw-Hill)
  • The Manager's Guide To Performance Reviews (McGraw-Hill)
  • The Complete Idiot's Guide To Dealing With Difficult Customers (Alpha)
  • The Complete Idiots' Guide To Consulting (Alpha)
  • How To Manage Performance: 24 Lessons To Improve Performance (McGraw-Hill)

His books, particularly those on performance management and appraisal, have been translated into a number of languages, including Chinese, French and Spanish, and are in use around the world. They are also among the top sellers in the field. One of the best ways a client can determine if Robert's training and consultinig services will "hit the mark" is to take a look at his books. If you like his books, you will like what he can offer in person.

Robert also has presented at, and offered training at a number of prestigious conferences, usually on performance management related topics. He has presented for human resource associations in New York and Manitoba, for the U.S. Department of Transport, and at several conferences on performance management held in Chicago and Dallas, organized by Linkages, Inc.

Robert has also created a number of useful tools to help managers and employees benefit from performance management and appraisal, improve management and customer service skills, and improve communication. You can view these products by by clicking here.

What Sets Bacal & Associates Apart?

Robert is firmly commited to custom designing each and every training program offered. Robert does not deliver "canned" pre-existing training or consulting services, but insists on assessing the needs of customers, and basing offered services on the results of those needs assessments. That's because each organization is different from other organizations, and Robert believes that all efforts need to be made to ensure that consulting or training services hit the mark for those involved in them.

Robert will accept a training or consulting project ONLY if he believes it will benefit the client.

Currently he resides near Ottawa, Ontario, Canada. but serves clients and customers around the world.

Our Other Web Sites and Resource Centers

Over the years we have created a network of free resource centers on various topics of interest to those looking for help with personal and professional development, and issues related to conflict, leadership, performance appraisals, consulting, training and more. Overall our resource centers contain more than 10,000 articles or links to handpicked articles. Here's the rundown.

Conflict Management and Resolution

Explore hundreds of articles, questions and answers about how to manage conflict more effectively at home and at work.

Interpersonal and Organizational Communication Resource Center

Communication is so basic and so critical to success in our relationships at work and at home, and career advancement. So, here we also have extensive questions and answers about more effective communication.

Customer Service Zone

Not only can you browse our own customer service and customer experience related articles, but you can read chapters from our best selling books on customer service, and find hand-picked material in our directory.

Leader Today

Leadership is a mysterious thing at best, so we've set up a frequently asked questions section, and a library of leadership resources. All free.

Performance Appraisal and Performance Management Resource Center

One of Robert's specialties, his books on the topic have sold hundreds of thousands of copies around the world. You'll find information about his books, articles, and a lot more.

Training World

Looking for free icebreakers? Exercises? Want to hone your training and speaking skills, or perhaps you need advice on how to hire a trainer, or increase Return On Investment (Training ROI)? The training world is the place to go.

Social Media

You can also contact, friend, follow us on the following platforms:




Robert Bacal On Google Plus 

Robert Bacal's Presence And Contributions On Third Party Sites

Robert maintains a presence on a number of other sites, and has a number of other contact points and profile pages. Below are links to some of them. Author Profile Page: Browse ALL of Robert's book available in print and for the Kindle, and you can even view some free videos on customer service and performance management. Author Profile Page: You can view author information and titles available for various Bacal books that have been published in various mobile formats.



Unless otherwise indicated, authorship is by Robert Bacal

About Company

Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.


Robert Bacal

About The Company
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Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

We Believe

  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • Fees should be reasonable, fair, and flexible to fit different budgets.
  • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email:
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0