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Leaders are Human But...

While we like to think human beings act consistently, you'd be surprised at how inconsistent people are, primarily because our behavior is heavily influenced by the context and situation. That's normal and people around us actually tolerate a lot of inconsistencies (although they tend to tolerate it for themselves, but less for others).

Leaders need to be at least somewhat consistent and predictable in their approaches to things, while remaining adaptable and flexible. That's because trust, a central aspect of effective leadership, has, as one of its components, predictability. A follower cannot trust a leader who, one day is pleasant and helpful, and on another day abusive and nasty. Or who, one day makes decisions according to one set of criteria, then the next applies a completely different set to a similar situation.


Leadership Errors - Behaving Inconsistently


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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

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  • 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.

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  • Phone:
    (613) 764-0241
  • Email: [email protected]
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0