How do you respond to a verbal attack from a customer, co-worker, your boss or from family or friends? Learn how reactions dramatically affect the outcome. Master the skills to diffuse an attack.
Receiving confrontation well is just as important, and often even harder, than giving confrontation, especially when we are confronted in anger. In this book you’ll discover specific ways to diffuse an attack. You’ll learn how to respond effectively and what to avoid doing when confronted in anger. You’ll also have the opportunity to practice this skill in a safe environment.
While this book is written for people in their jobs, the skills work equally well in all relationships—with family, friends, in the community, as well as in a business, job, church, etc.
This book is one of the books in the “Customer Service Communication Library.” You are encouraged to get all the books, because they build on each other. Together they give you the tools you need to be more successful in all your relationships. The following are some of the books in this series:
—How to Avoid Sabotaging Your Profit$
—Maximize Profits: How to Listen to Provide Excellent Customer Service
—How to Establish Rapport to Build Customer Loyalty
—How to Empower People to Solve Their Problems
—Overcome Conflict for Maximum Success
—How to Confront Effectively Even When You Are Angry or Terrified
—How to Respond to Verbal Attacks
—How to Build Trust Personally and Organizationally
Here are a few endorsements for the books in the “Customer Service Communication Library” and the training that can accompany the books:
“Readers will benefit greatly from these stories, experiences and biblical principles. Not only buy this book, but study it and apply it to your life.”
—Joe Sabah, author of How to Get on Radio Talk Shows All across America
“I came here thinking this was just going to help me “on the job” but throughout the week it became more and more obvious that all of this applies to how I interact as a wife and mom! If you don’t practice this at home, don’t try to export it outside your home to your business! It was like attending a marriage building seminar without my spouse!
—Nancy, An American Working in Kenya
“This was the best workshop I’ve ever attended. It transformed parts of my own personal life. It was extremely helpful for my work. The written material is marvelous.” —A leader in Kenya
“There were many strained relationships and lack of trust among the staff, but as the topics were dealt with, a beautiful thing happened–people went to each other seeking to work through their differences and build relationship not just among the staff, but also in marriages and families.” —Peter, a field worker in Guam
“This is the only seminar/workshop I have ever come home from feeling like I could do what they taught because I had done it.” —Beverly, Texas
“A simple increase in knowledge about relationships isn’t enough to change behavior. Practice is the key and practice is at the core of this workshop. This material applies to every area of my life.”
—John, a Human Resources Director, Florida
Receiving confrontation well is just as important, and often even harder, than giving confrontation, especially when we are confronted in anger. In this book you’ll discover specific ways to diffuse an attack. You’ll learn how to respond effectively and what to avoid doing when confronted in anger. You’ll also have the opportunity to practice this skill in a safe environment.
While this book is written for people in their jobs, the skills work equally well in all relationships—with family, friends, in the community, as well as in a business, job, church, etc.
This book is one of the books in the “Customer Service Communication Library.” You are encouraged to get all the books, because they build on each other. Together they give you the tools you need to be more successful in all your relationships. The following are some of the books in this series:
—How to Avoid Sabotaging Your Profit$
—Maximize Profits: How to Listen to Provide Excellent Customer Service
—How to Establish Rapport to Build Customer Loyalty
—How to Empower People to Solve Their Problems
—Overcome Conflict for Maximum Success
—How to Confront Effectively Even When You Are Angry or Terrified
—How to Respond to Verbal Attacks
—How to Build Trust Personally and Organizationally
Here are a few endorsements for the books in the “Customer Service Communication Library” and the training that can accompany the books:
“Readers will benefit greatly from these stories, experiences and biblical principles. Not only buy this book, but study it and apply it to your life.”
—Joe Sabah, author of How to Get on Radio Talk Shows All across America
“I came here thinking this was just going to help me “on the job” but throughout the week it became more and more obvious that all of this applies to how I interact as a wife and mom! If you don’t practice this at home, don’t try to export it outside your home to your business! It was like attending a marriage building seminar without my spouse!
—Nancy, An American Working in Kenya
“This was the best workshop I’ve ever attended. It transformed parts of my own personal life. It was extremely helpful for my work. The written material is marvelous.” —A leader in Kenya
“There were many strained relationships and lack of trust among the staff, but as the topics were dealt with, a beautiful thing happened–people went to each other seeking to work through their differences and build relationship not just among the staff, but also in marriages and families.” —Peter, a field worker in Guam
“This is the only seminar/workshop I have ever come home from feeling like I could do what they taught because I had done it.” —Beverly, Texas
“A simple increase in knowledge about relationships isn’t enough to change behavior. Practice is the key and practice is at the core of this workshop. This material applies to every area of my life.”
—John, a Human Resources Director, Florida
