By Robert Bacal - n leading strategic planning sessions, I noticed two problems: First, it was difficult to actually explain strategic planning in everyday language, and help people see how it can be used in real life to make a real difference in what people do every day. The second problem was that people tended to forget that just doing a plan is worthless without serious followup after the fact. So I created two quick-read helpcards on the subject to deal with these issues. This card, the first of the two part set, maps out the process and the linkages to make plans link to everyday activities. (Added: 13-Jan-2003 Hits: 1289 )

By Robert Bacal - Some people call it personality conflict. You know the situation. Where you can't seem to get along with a few people, and can't really figure out why? Much of the time, the problem is one of communication, both your's and how the other person communicates. You can't do a lot about other people, but you can learn to change the words you use to reduce unnecessary conflict in the workplace. This card teaches you to eliminate phrases and words that are likely to cause conflict, and explains how to replace them with other ways to say things. In other words we explain how to sound more cooperative and less confrontational. (Added: 13-Jan-2003 Hits: 786 )

By Robert Bacal - Most of us don't consciously manage conflict situations. It's normal to get caught up emotionally, and just jump in without thinking. The core of conflict management involves slowing down, and using your head to think through what you should do, rather than reacting in a knee-jerk fashion. That's how you make conflict work for you. That's what this card is about -- to help you identify your conflict management options, and help you choose the right approach for the specific situation. (Added: 13-Jan-2003 Hits: 582 )

By Robert Bacal - This book teaches you how small modifications in how you communicate will affect the degree to which you actually contribute to conflict situations. If you change your communication ability, you can significantly reduce conflict around you. (Added: 13-Jan-2003 Hits: 432 )

By Robert Bacal - We all have a tendency to look at other team members when the best place to start improving our teams is with ourselves. After all, our own attitudes, words and actions are really the only things that are directly under our control. It's not possible to improve teams by trying to force others to do things differently. Contributing To Your Team Helpcard is an excellent starting point (Added: 13-Jan-2003 Hits: 434 )

By Robert Bacal - Reader Quote: I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! (Added: 13-Jan-2003 Hits: 356 )

By Robert Bacal - We know that civility and reasonableness seem to be less and less common in our society, as people become impatient, and prone to unpleasant or hostile words and deeds. Written by communication expert an author Robert Bacal, Defusing Hostility Helpcard is based on our customer service seminar of the same name. It includes an overview of the principles of defusing hostility and dealing with verbal abuse PLUS a number of verbal techniques and self-control methods. While this card is slanted towards dealing with hostile customers, you will find most of the tactics can be used in any difficult situation. (Added: 13-Jan-2003 Hits: 276 )