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          1. Free Anniversary Giveaway

            We're giving away our mini-guides for business and personal relationship improvement. Click the image below

            25th anniversary giveaway. Click for more

            Recent Additions

            Popular Workplace Topics

            We have hundreds of articles to help you become more successful in your workplace. Below are the most popular topics. For even more go to the articles main page
            Bacal & Associates Product Catalogue

            Sharpen Your Skills For The Workplace: Management, Communication, Conflict, Training and Development and Career Advancement

            Tools To Help You Learn. Tools To Help You THINK

            For 20 years, Bacal & Associates has been publishing books and LearnBytes Helpcards to help you expand and build your career, your relationships, and management skills. Our goal is simple:

            Items listed are usually available in physical form, in downloadable form, or for the Kindle E-Reader and other ebook formats.

            Our No Risk Guarantee: We understand that you might buy something from us that doesn't suit your needs. If you purchase and download our digital products, and, after downloading, decide it isn't what you expected, or are otherwise disappointed, contact us and we'll promptly refund your purchase price. All of it. Since there's no shipping involved, there's no hidden charges to return items.

            For printed items ordered from amazon, or Kindle formatted items, please see the relevant return policies at amazon.

            Training & Development: Helping Others Learn

            Training Methods For Non-Trainers (Details...)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to Kindle
            Or Get It On The Kindle

            A straightforward mini guide for people who need to help others learn new skills and procedures and who have no training background. Anyone can do it! ideal for managers, business owners, or anyone helping employees learn.

            Using The Science Of Feedback To Help Others Learn (Details...)

            Kindle version, can be read on almost any device from computer to Kindle
            Get It On The Kindle


            Get It From Itunes

            Giving feedback to help someone learn is ESSENTIAL, research says. Here's a miniguide on how to use feedback effectively, and we're betting even grizzled training veterans will learn from it.

            Mini-Guide: Training Needs Analysis Step By Step (Details...)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to Kindle
            Or Get It On The Kindle

            One of our most popular mini-guides, it helps you make the connection between training ACTIVITIES and business outcomes. After all, identifying what people need to learn to succeed on the job is necessary to get a return on investment for training.

             

            Customer Service And Dealing With Difficult Customers

            If It Wasn't For The Customers I'd Really Like This Job (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Also Available at Amazon.com. Click here to go there now

            This is a must have if you interact with customers, and face upset, angry, nasty, and insulting customers. Learn all the techniques to shut down customer abuse, save time, stay in control and maintain a professional demeanor. Hefty and packed with practical techniques you can use today.

            Defusing Hostile Customers Workbook For The Public Sector (Details)

            Isn't your career worth $9.95?

            Due to the format of this workbook it is not avaliable for the kindle or in ebook format.

            Get The Printed Version At Amazon

            The heavyweight in its field, and a complete seminar in a book, this workbook not only gives you the skills to deal with the toughest customers, but provides learning exercises so you can actually learn on YOUR job. Written for government employees, but applies to any industry.
            It's so usefu, it's been purchased in bulk by Parks Canada, City of Aspen, St. Albert, Alberta Canada and many more.

            Defusing Hostility Job Aid/LearnBytes (Details)

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            At the request of a seminar client we created this summary of the major techniques one can use to deal effectively with angry, difficult and frustrated clients. Keep a copy by your work station, or if you are a manager, get a copy for each staff member who deals with customers. Bulk pricing available.

            Perfect Phrases For Customer Service (Details)

            Published By McGraw-Hill and Available From Most Bookstores
            Order Your Copies From Amazon.

            Kindle version, can be read on almost any device from computer to Kindle

            Or Get It On The Kindle (coming soon)


            A remarkable book, with a bit of a deceiving title. Yes, there's 100 phrases for customer service, but actually, it covers many situations you may face in dealing with customers, and not only teaches you what to say and do, but explains why. Helps you get rid of ineffective ways of dealing with customers. Best yet, it's portable, and it's usually available in PRINT for less than $10. 00 making it affordable by anyone. Be sure to read the positive reviews on amazon if you want a sense of how darned good this book is.

             

            Communication, Conflict Management, and Public Speaking

            Conflict Prevention In The Workplace: Using Cooperative Communication (The Book) (Details)

            THE book on reducing conflict in your life

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            An innovative book teaches you how to prevent the unnecessary conflict you have at work (and at home). Easy to learn techniques to create better working relationships, by looking at, and modifying how you communicate with others. About a 100 pages, and best yet is the techniques are easy to learn!Visit our store for more options

            Influencing Your Boss: Getting Heard (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            Visit our store for more options

            Using Your Head To Manage Conflict: Take Control Of Conflict Situations (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Visit our store for more options

            What You Need To Know About "Conversational Cons" (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            Visit our store for more options

            Learn To Fight Fair To Improve Your Relationships (Details)

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Visit our store for more options

            Imperfect Phrases For Relationships: 101 Things You Should Never Say To Someone Important To You... And What To Say Instead (Book) (Details)

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Also Available at Amazon.com. Click here to go there now

            Visit our store for more options

             

            Management & Leadership

            The Responsive Manager & Leader (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            Visit our store for more options

            Harnessing The Power Of Delegation (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            Visit our store for more options

            The Strategic Planning Mini-Guide: An Integrated Strategic Planning Model PLUS Making Your Strategic Plan A Living, Relevant Influence (Details)

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)


            Visit our store for more options

             

            Performance Management, Employee Review Techniques & Improving Workplace Performance

            Performance Appraisal For Managers Mini-Guide (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (not yet available)


            If you are looking for a quick overview of how to get the most from performance appraisals, and how you can use an overall performance management strategy to build employee engagement, grab this mini-guide.

            Performance Planning For Managers (Goal Setting) Mini-Guide (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            If you want to take the pain and discomfort out of performance appraisals, you start with negotiating goals and objectives up front. Doing so keeps employees focused and improves employee engagement. We walk you through this essential bedrock step of performance management in less than 30 minutes.Visit our store for more options

            Diagnosing Employee Performance Planning Mini-Guide (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            When employee performance problems occur, managers tend to do an inadequate analysis to understand WHY the problem occurred in the first place, often missing the factors that are contributing to the problem. It's absolutely critical to diagnose performance problems, so they can be fixed once and for all, so everybody wins. That's what this helpcard is about.

            You'll be surprised at the finding that most causes of performance problems don't come from the "personality" or "attitude" of the employee, but lie in other areas that are more easily fixed

            Using Progressive Discipline To Improve Employee Performance (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Progressive discipline isn't about punishment, even though we often think of discipline as something negative. It's all about helping employees improve their work performance in situations where other methods have not yielded satisfactory results. But it has to be done properly if it's not going to have the opposite effect. In this helpcard you'll find everything you need to know about using this technique in a win-win way.

            The Performance Management Master Checklist (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            Maps out the steps of the performance management process from performance planning to the performance review meeting. Formatted in a checklist format so managers can check off tasks as the are completed.Do all the steps and improve employee engagement and performance. Skips some and you should abolish your employee reviews!

            Based on our best selling book - Performance Management - A Briefcase Book, the process outlined is integrated with strategic planning and stresses managers as being helpers and partners in performance improvement.

            The Busy Learner's Kit For Making Performance Management & Appraisal VALUABLE - Walking The Path Together (Details)

            Isn't your career worth $9.95?

            In Print From Amazon

            We've taken all our mini-tools for performance appraisal and managing performance, added some 65 additional tips, and expert advice, and pulled it all together in this 52 page full color book. Banish the agony of performance appraisals, by working cooperatively in setting goals, communicating, and reviewing. The power of properly executed performance management is immense.Visit our store for more options

             

            Careers And Self-Development

            Getting The Most From Performance Reviews For Employees (Details)

            Isn't your career worth $9.95?

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            One of the few instructional products for employees, it teaches them how to be active, responsible and reasonable participants in the performance appraisal process, so that everyone can benefit. Managers often purchase multiple copies to use with their staff, but also idea for regular employees.

            How To Deal With Negative, Critical Or "Unfair" Performance Reviews (Details)

            Tips for dealing with a disappointing or unfair performance evaluation

            Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle


            It's the most common, and urgent question employees have about their performance appraisals: What should I do if I receive a critical or unfair assessment from my manager? No surprise. It's an unpleasant experience particularly if you expected a more positive review and end up disappointed. Now you can be prepared for the worst before you walk in to your performance review, or use this valuable career tool to help guide you through the steps to respond to a negative appraisal.

            Layoff Proofing While You Still Have A Job (Details)

            Prepare for possible layoffs

            Kindle version, can be read on almost any device from computer to KindleNot yet available for Kindle


            Our jobs are linked to the larger economy, and the last year there have been a lot of bumps in the road. The result is that more people are being laid-off or otherwise losing their jobs. The reality is that the only security any of us has is that which we create ourselves. There's a lot of good material on job searches and other layoff related topics to help you get through if you are unfortunate enough to be laid-off or downsized. As usual we help you from a different angle. We believe that what you do while you have a job is what is going to determine whether you spiral downward when laid-off or prosper. If you plan properly, it's possible to end up better off after a layoff than before. This helpcard (a quick learning double sided card) maps out the areas you need to attend to to be "ready" if you lose your job. By having things in place beforehand, you can almost breeze through the experience.Visit our store for more options

             

            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.

            About

            Robert Bacal

            About The Company
            About Our Seminars & Services
            About Our Websites
            Privacy Policy

            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: [email protected]
            • Address:

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





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