THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

The 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 assessment Documenting behaviors and accomplishments Guiding and developing promising workers Conducting face-to-face interviews

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

Real 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 jobs Communicating your expectations Aligning employee goals with organizational priorities Improving productivity and morale in the workplace Reducing disagreements during performance reviews

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

You'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 worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers

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.

Rather crawl across broken glass than do performance appraisals? You have lots of company Learn to manage performance, from goal setting to performance reviews, so everybody wins, AND remove the discomfort. Finally, an approach that does away with outmoded confrontation based appraisals, and considers employee reviews in a systems thinking context. Remove the pain and the dread, AND supercharge performance. Everyone wins, employee, manager and organization. This kit is built for busy learners -- people who haven't the time to read long tedious books on the subject. Tightly written ESSENTIALS, plus tools you can reproduce for your own use. Learn to plan performance and set goals, diagnose root causes of problems, conduct the appraisal meeting, and use progressive discipline techniques. Learn to work together so everyone succeeds Included: What you need to know about: Rating and Ranking Systems and Their Weaknesses Stupid Things Managers, Employees and HR Do TO Sabotage Employee Appraisals Performance Planning and Goal setting Communicating about performance all year long, feedback and recognition Improving Performance and dealing with performance problems Effective performance appraisal procedures Appraisals and employee training and development Also: Reproducible copies of: Performance Management Master Checklist Helpcard Getting the Most From Performance Appraisals For Employees Helpcard Job aids: Performance Management For Managers Helpcard Performance Planning For Managers Helpcard Diagnosing Performance Problems Helpcard Progressive Discipline For Addressing Performance Problems Helpcard This kit is part of our Busy Learner's Series, devoted to increasing workplace and personal success in ways that reduce reading and maximize your time Note: This second edition has been reformatted to make it more affordable. Content is similar to the first edition.

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

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.

Rather crawl across broken glass than do performance appraisals? You have lots of company Learn to manage performance, from goal setting to performance reviews, so everybody wins, AND remove the discomfort. Finally, an approach that does away with outmoded confrontation based appraisals, and considers employee reviews in a systems thinking context. Remove the pain and the dread, AND supercharge performance. Everyone wins, employee, manager and organization. This kit is built for busy learners -- people who haven't the time to read long tedious books on the subject. Tightly written ESSENTIALS, plus tools you can reproduce for your own use. Learn to plan performance and set goals, diagnose root causes of problems, conduct the appraisal meeting, and use progressive discipline techniques. Learn to work together so everyone succeeds Included: What you need to know about: Rating and Ranking Systems and Their Weaknesses Stupid Things Managers, Employees and HR Do TO Sabotage Employee Appraisals Performance Planning and Goal setting Communicating about performance all year long, feedback and recognition Improving Performance and dealing with performance problems Effective performance appraisal procedures Appraisals and employee training and development Also: Reproducible copies of: Performance Management Master Checklist Helpcard Getting the Most From Performance Appraisals For Employees Helpcard Job aids: Performance Management For Managers Helpcard Performance Planning For Managers Helpcard Diagnosing Performance Problems Helpcard Progressive Discipline For Addressing Performance Problems Helpcard This kit is part of our Busy Learner's Series, devoted to increasing workplace and personal success in ways that reduce reading and maximize your time

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.

The Right Phrase for Every Sales Situation

A 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 saying the right thing to the right person at the right time.

"The Complete Book of Perfect Phrases for High-Performing Sales Professionals" is the ultimate field guide for speaking and writing your way to sales success. You'll find perfect phrases for:

Lead Generation Turn cold calls into profitable relationships Expand your customer base Write engaging letters and e-mails

Sales Calls Get access to decision makers Present your product in compelling language Resist objections and stalling tactics

Customer Service Develop a rapport with every client Handle the most difficult of customers Close every conversation on a positive note

These quick reads, based on McGraw-Hill bestsellers, are designed to meet the needs of busy people. Titles in the series focus on each books main themes and action ideas, reduced to a manageable page count for on-the-go readers.

Goal-focused, commonsense techniques for stimulating greater productivity in the workplace and fostering true commitment.

Proven strategies for maximizing employee commitment and performance

As 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 everyone Observe, gather data on, and document performance Conduct performance reviews in a cooperative, collaborative way Address thorny situations proactively and professionally Leverage 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