Newest 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

    Defusing Hostile Customers Seminar Information

    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 amazon.ca 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.
    Thank you for your interest in our Defusing Hostility and Defusing Hostile Customers Workshops.


    Alternative To Our Seminar and more Hostile Customer Help

    As of 2008 Robert Bacal limits his public appearances and seminar delivery. If he is unavailable, or if you simply would like to learn the seminar content without attending (perhaps due to cost concerns), we've developed The Defusing Hostile Customers Workbook just for you, you colleages and employees.

    You can learn more about this "seminar in a book" on dealing with angry, hostile and aggressive employees by visiting our product page.

    Seminars can run from 1-2 days (1.5 days seems to be best). The longer seminars allow greater assimilation of the techniques we teach.

    We have been trained thousands of people in defusing hostility over the last seven years. We will have a client list online shortly.

    First, the features:

    We do not believe in delivering canned courses. Every seminar we give is custom-modified to fit the needs of the client. We do a needs-analysis about 6 weeks before the seminar, and use real case studies from your worksite (albeit modified for learning purposes).

    While our focus has been on government related agencies and education, our material fits for almost any sector, particularly since we do the custom-modification at now extra charge.


    Due to custom-design, content varies but tends to include:

    • Understanding the angry person
    • Difference between angry and hostile/abusive behavior
    • *Twelve guiding principles for defusing*
    • *The CARP model for sequencing responses*

    The basic techniques such as:

    • Self-Control Strategies (Cognitive Reframing)
    • Observation & Preparation
    • Greetings and Approaches/Using Names
    • Showing Empathy
    • Use of Questions
    • Listening Responses
    • Sharing of Information
    • The Disengagement Strategy
    • Referring To Supervisor
    • Directing The Person's Anger
    • Exploring Alternatives/Giving Choices
    • Following-Through
    • Use of WE
    • Advanced techniques to get control of interactions
    • *Conflict prevention strategies and language use*
    • Dealing With The Stress of Hostility
    • Teamwork and Defusing Hostility
    • Safety & Security Issues & Corporate Policy
    • Identifying and Dealing With Different Types of Hostility
    • How Supervisors and Management Can Help
    • Identifying Organizational Restrictions
    • Dealing With Hostility Over The Phone

    (Note: Items with * are unique to Bacal & Associates)


    We try to make the learning process interactive. The core activity is what we call dialogue script analysis where we take realistic dialogue, based on your workplace, and use it to generate defusing responses. We do not use formal role playing, because, quite frankly, our method is better, more comfortable and just as effective as role playing.


    We recognize that different kinds of organizations have different training budgets. For that reason we negotiate seminar prices on a case by case basis that takes into account type of organization, length, amount of customization required, locations and some other factors. However as a rough guideline, we price our seminars so that, based on a full class of 20-25 people the per person cost should be between $125 and $160.00 per person.

    Travel expenses are extra (hotel, transportation and per diem). As a courtesy to clients, we often stay over extra days to take advantage of lower air fares, and where possible can drive significant distances to save overhead for you.

    Since organizatons vary so much re: budget, and we are committed to increasing work safety and civility, we WILL negotiate.

    For an indepth feel for the seminars, we suggest the Defusing Hostile Customers Workbook which is based on the seminar. It's 38.95 (or less) and you can obtain more info by clicking here. If you like the book you'll like the seminar.

    For more information or to arrange seminars, contact us at [email protected], or phone at (613) 764-0241.

    We also do speaking engagements of shorter duration on civility in the workplace, conflict prevention and related topics. Great for conferences of get-togethers.

    Hope this answers your questions.

    Robert Bacal
    CEO, Bacal & Associates/www.shbiyue.com.cn

    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
    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

    <-- amazoninternationalcode --> <-- end -->
  • 彩客网彩票官网