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Leadership Questions and Answers

Special Help: Prevent and Master Angry and Difficult Customers

Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations

Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
Five Stars on Amazon

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
Another satisfied reader

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Personality Traits Essential To Leadership?

Leadership can be approached in several ways. One approach is that leaders are effective or ineffective due to their personality traits, or to stretch it a bit, are effective or lack effectiveness because of their beliefs, values and ethics. That's the personality trait approach. For example, some people make the case that high moral values are essential to success, while others take about charisma, or extroversion.

In contrast, another way of looking at leaders and their effectiveness is not to look at WHO they are, but what they DO -- their behavior and their skills. In this approach one considers what effective and ineffective leaders DO differently.

It's likely that both ways are of value and complement each other, to help us understand leaders, but it's important to understand one important implication. Personality traits, (and values, beliefs) are understood within Psychology as relatively unchanging in the adult population. If, then, a leader lacks the "required traits", it's unlikely that he or she will ever "get" them. It's possible but unlikely, and that means that the development of effective leaders must rely on SELECTING the right people, since it's not easy to change traits.

The focus on skills and behaviors, however, implies that many people can become better leaders, not by changing relatively change resistant personality traits, but by learning new skills and behaviors that will make them better leaders.

As with most things, the truth lies within both "camps". It is true that some people are simply not cut out for leadership roles because of their personalities, beliefs and values, and that no amount of training will make it otherwise. It's also the case that leaders can improve over time by learning new skills and leadership behaviors. So, SELECTION AND LEADERSHIP SKILL DEVELOPMENT are both important.

What is the Personality Trait Approach To Leadership?


About Company

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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