In addition to the material listed here, you might want to check out the selection of books authored by Robert Bacal, and published by McGraw-Hill and Alpha Press available at Amazon.com. Click here for a list that will open in a new window.

For more information about any of the following, click on the name.

Conflict Prevention In the Workplace - Using Cooperative Communication is a book that outlines an innovative, practical approach to preventing personality type conflicts, or other conflicts that are triggered by the way people communicate. Available in print or in electronic format.

Defusing Hostile Customers Workbook - Public Sector is a hefty 200+ pages of tactics, and practical suggestions for dealing with difficult, hostile and angry customers. One amazon customer called this the Bible of defusing hostile customers. Originally written for the public sector the sound advice, and exercises in this book apply to almost any customer service setting. Dozens of exercises are included.

Learn To Fight Fair Helpcard is one of our quick learn items that outlines rules to help you, your family, and even your work colleagues disagree or argue in ways that won't damage the relationships.

Using Your Head to Manage Conflict Helpcard's main premise is that people can learn to control how they deal with conflict, and involve more of their brains, and depend less on emotional reactions. Learn to make conscious choices about how to handle any specific conflict and stop being controlled.

Using Self-Talk To Manage Your Anger Helpcard explains a procedure, often taught by psychologists, that can help you begin the process of managing and controlling your anger reactions. It's not a substitute for therapy, but it's a good beginning.

Contributing To Your Team's Health Helpcard is a great way for you to examine how you contribute to your team, and explains how you can be a better team member, and someone who doesn't create team conflict.

Responsive Manager Helpcard is written for managers and supervisors and explains the importance of being responsive to your employees. Build better relationships, and reduce boss-employee conflict.

How to Contribute to Your Team's Health Helpcard explains how you can contribute to the development, health and success of your team. Different than most advice, this suggests you need to start with yourself if you want a better team.

Presenting to Difficult Or Hostile Groups Helpcard prepares you to deliver difficult or bad news, or simply information your audience may not want to hear, or will have a negative reaction to. Preparing properly can reduce conflict, heckling and increase your credibility.

Communication Cooperatively in the Workplace Helpcard outlines some basic skills and communication behaviors that will help you build better relationships. A summary of some of the material in our book, Conflict Prevention in the Workplace.

Identify Subtle Verbal Abuse Helpcard helps you identify the subtle ways that people use to manipulate or insult. Often these techniques cause unnecessary conflict. Be alert to how other's use these, and how you might use them yourself.