Robert Bacal

Inspire your people and achieve breakthrough productivity Packed with inside tips on achieving performance levels once thought unattainable, How to Manage Performance provides you with the goal-focused, commonsense tools you need to stimulate productivity in any environment. Get the hands-on knowledge and insight you need to:Modernize your thinkingWork with employeesSet performance incentivesPlan precisely with clear goalsConduct effective reviewsIdentify causesRecognize successUse cooperative communicationManage conflict with graceDocument performanceDevelop employeesContinuously improve your systemHow to Manage Performance will help you increase the productivity of your staff, improve morale, and align individual employee performance with the goals of your organization.

Teachers, principals, school administrators, even school support staff know that it "takes a village to educate a child". Unfortunately, educators, parents and tax payers are often on different sides of issues, and work at cross purposes. Teachers get frustrated and stressed, and parents get angry, upset, and often aggressive and hostile towards school staff, often because they care so much. In this practical and hands-on book, teachers, administrators and school staff can learn to deal with even the most difficult parents, even those who are insulting and challenging. You'll learn over 100 hands-on, practical tactics to: Take control of difficult conversations with parents Maintain your own self-control when interacting with upset, and even abusive parents and members of the community. Reduce the time and stress involved in dealing with uncooperative parents. Apply the Psychology of anger, and basic psycholinguistic elements to establish rapport and bridges when conflict happens. Apply basic principles of Jiu_Jitsu and Aidido to difficult conversations. Stop verbal abuse cold, while maintaining a professional demeanor and focusing on the welfare of the student. Handle non-verbal intimidation tactics smoothly and safely. Set limits and apply them to difficult interactions when the gentler methods of verbal self-defense fail. Ideal for teaching staff, but also school principals, school superintendents and school board officials -- anyone who deals directly with parents and community members. Included is a special chapter for principals and administrators with tactics to use to support teachers and staff in building bridges with the community, rate payers, and parents.

The research on successful relationships and marriages is clear. It's not WHAT you argue about, but what you SAY, that predicts whether your relationship will last. Sure, your tone is important, but your words and phrases make a huge difference in whether you'll have a rocky relationship, or one that gets better and better over time as you build bridges and harmony with your words. We don't learn about words and phrases that create peaceful relationships and those that are "fightin' words, so most of us DO use language in ways that provoke conflict, and make it hard to resolve disagreements. That's where this book comes in. What's In The Book We've identified 101 words and phrases that are "fighting words" -- that set you up for arguing about how you communicate rather than how to solve the issue. You'll be amazed at how many of these phrases regularly sneak into your conversations, and how damaging they are. We'll teach you how to identify those phrases, and work to eliminate them from your conversations, and explain how you will benefit in your relationships with your partner, spouse, other family members, and even your work relationships. What's even more important is you will learn what to say instead of the "fightin' words". For every common bad phrasing, there are several much better phrasings, so we'll teach those to you. And, you'll learn why some phrases cause conflict and unpleasant, pointless arguments, and why some phrases build trust, intimacy and harmony. Take advantage of the suggested activities to use this book with your significant other so you can learn together, or use it on your own to improve existing relationships, and start new ones off on the right foot. Use it on your own, or with someone important to you. The power of working through this book together will amaze you. Altering what you say to each other is one of the most simple, powerful and practical techniques to improve your relationship. Anyone can do it, and you don't have to see a therapist to do it It works in marriages, and also in dating relationships, and it makes no difference how old you are. It's never too early or to late to learn how to have harmonious relationships

Proven strategies for maximizing employee commitment and performanceAs a manager, you know that employee performance is your most important asset—but are you making smart, well-thought-out efforts to leverage it to its fullest?Manager’s Guide to Performance Management helps you get the most out of your people by focusing on performance planning (instead of appraising), creating a dialog (instead of issuing directives), and solving problems (instead of pointing blame). Learn how to:Work with employees to create goals that are beneficial to everyoneObserve, gather data on, and document performanceConduct performance reviews in a cooperative, collaborative wayAddress thorny situations proactively and professionallyLeverage the powerful but often misunderstood process of “progressive discipline”Briefcase Books, written specifically for today’s busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page:+ Clear definitions of key terms and concepts+ Tactics and strategies for managing performance+ Tips for executing the tactics in the book+ Practical advice for minimizing the possibility of error+ Warning signs for when things are about to go wrong+ Examples of successful performance management+ Specific planning procedures, tactics, and hands-on techniques

Are you bedeviled by your difficult customer? Are angry or emotional customers taking out their fears and frustrations on you? Do you find yourself "taking home difficult customers" and letting them rent space in your head? Finally, do you want to take control of even the toughest customer situations, and handle them professionally, quickly, and effectively while reducing your stress levels?Written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations. Here are just a few of the things you will learn to do: Why it's in YOUR interest to learn how to defuse volatile customer situations Why customers act in manipulative, aggressive and even childish ways How the verbal abuse game works, and how to stop the game cold How to apply the CARP system for defusing customers How to maintain SELF-CONTROL so you don't lose your cool, and get "baited" How to start off customer interaction well and PREVENT escalation How to choose your words so you come across as helpful and cooperative How to say no without being antagonistic How to get customers to STOP ranting, yelling and being aggressive, and getting them to LISTEN How to apply verbal self-defense techniques to TAKE control...and tons more. This 8.5 x 11 inch book goes beyond what you've ever been taught about difficult customer situations, and allows you to stop feeling like you are powerless in the face of angry customers. It helps you decide what to do, and what to say, and goes way beyond the ";be nice"" advice so often mentioned in other books and training. You WILL learn from the 176 pages of 120 defusing tactics you'll learn.There are even chapters for supervisors and managers (and how they can help), dealing with groups of customers and "the audience effect" and dealing with customers in social media.It's time to stop feeling like a victim, and empower yourself to be the "go to" person with "tough customers." Not only will you increase enjoyment of your job, and reduce your stress levels, but you'll enhance your career prospects. Managers and supervisors DO notice when you can defuse the customers who are "nightmares." That means career advancement.

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:Defusing bad situations before they get worseHandling complaints patiently and professionallySatisfying customers and increasing salesBuilding long-term relationships with important customers

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEReal success is about the future, not the past. As a supervisor, you'll be most effective if you concentrate on setting goals for your employees, rather than assessing past events and behaviors.This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can put to use in virtually any situation. This handy,quick-reference guide provides effective language for:Focusing your people on the most important parts of their jobsCommunicating your expectationsAligning employee goals with organizational prioritiesImproving productivity and morale in the workplaceReducing disagreements during performance reviews

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEThe ability to craft an employee review that is meaningful and change-driven is what separates average supervisors from great managers. How often, though,have you struggled to find the most appropriate words for your needs?This completely revised and updated second edition of Perfect Phrases for Performance Reviews provides hundreds of ready-made phrases you can use to clearly communicate any employee's performance in 74 different skill areas. Learn the most effective language for:Crafting an accurate, carefully worded assessmentDocumenting behaviors and accomplishmentsGuiding and developing promising workersConducting face-to-face interviews

Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

The Right Phrase forEvery Sales SituationA powerful command of words is the number one requirement for succeeding in the field of sales. Whether you’re cold-calling a prospect, presenting to a group of decision makers, or dealing with price objection, the make-or-break point of every transaction lies in sayingthe right thing to the right person at the right time.The CompleteBook of Perfect Phrases for High-Performing Sales Professionals isthe ultimate field guide for speaking and writing your way to salessuccess. You’ll find perfect phrases for:Lead GenerationTurn cold calls into profitable relationshipsExpand your customer baseWrite engaging letters and e-mailsSales CallsGet access to decision makersPresent your product in compelling languageResist objections and stalling tacticsCustomer ServiceDevelop a rapport with every clientHandle the most difficult of customersClose every conversation on a positive note

The Right Phrase for Every Situation . . . Every Time!As a small business owner, you may find yourself overwhelmed with endless chores, decisions, and day-to-day responsibilities. Communicating clearly with everyone from vendors to employees is critical to your success. PerfectPhrases for Managing Your Small Business provides the phrases you’ll need to take charge, perform your tasks, and succeed in these trying times. Inside you’ll find:Hundreds of quick, ready-to-use concepts and phrases for nearly every business situationTargeted coverage on topics, from starting your business to hiring and motivating employees to dealing with challenging customer situationsHow to market and sell your products and services

The average manager doesn't have time to take classes or read lengthy volumes on managing techniques. Instead, you need to know right now what to say to coach and motivate your employees. With hundreds of ready-to-use phrases you can use in a wide variety of situations, The Complete Book of Perfect Phrases for Managers is the ultimate reference for motivating, managing, and growing employees.

"How to Manage Performance" contains 24 Lessons for improving performance dramatically. Increased productivity is the primary driver of growth in today's workplace. But productivity improvements don't occur in a vacuum - they require knowledge, action, and a commitment to performance on the part of frontline supervisors and managers."How to Manage Performance" provides managers with goal-focused, commonsense techniques to stimulate employee productivity in any environment. This results-based guidebook features 24 invaluable strategies and action steps you can use to communicate the performance you expect from - and the incentives you can offer to - high-performing employees. Let this concise, dynamic book show you how to: manage performance; work with employees; set performance incentives; align employee goals; conduct effective reviews; identify causes; recognize success; manage conflict with grace; document performance; and, develop employees.While performance itself may be a wide-ranging, difficult-to-quantify word, the results of improved performance are easy to measure - and can mean the difference between competitive strength and vulnerability. Discover techniques you can use to inspire breakthrough performance, and infuse both your employees and your career with renewed commitment and success, in "How to Manage Performance."

Offering a quick read on the basics of performance reviews, this guide features short, informally written chapters, bulleted lists, self-examinations, seven types of sidebars, and chapter-ending checklists of important points.