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Newest Additions

Popular Workplace Topics

We have hundreds of articles to help you become more successful in your workplace. Below are the most popular topics. For even more go to the articles main page

More Free Help from Work911

Check out the book on the British Amazon site Check out amazon for complete information on the print edition In Canada? You can get this from within the country via amazon.ca The Kindle version can save you tons of money, and you can read it on almost any device with the free reader software Buy the PDF from us and save BIG. And, yes you can print it out or view it on a screen.

Other Topics We Cover

Our websites started out as the extension of a hobbwebsites started out as the extension of a hobby, then as a way to create our own databases of great content to use ourselves.

The work911 network has grown over the last fifteen years, so we decided to create a page to help you find what you need.

Note that our sites are available free of charge, and require NO registration or personal information to use.


Topics   Frequently Asked Questions Sections/Our Professional Libraries

Access Our Main Flagship Site

mobile.shbiyue.com.cn is our original and main site, from which you can access all our free tips, articles and advice. It focuses primarily on creating better workplaces, and includes a library of over 300 original articles by Robert Bacal. That's where you are now.

Developing Better Communication Skills

A sub-section on the main site, the Free Communication Resource Center exists to help you improve your communication skills and improve communication within the enterprise. Contains tips, advice, and lots more.

Learn To Manage and Resolve Conflict More Effectively

Conflict occurs naturally, but the skills to manage and resolve it are less common. So, we created a site focusing on the skills needed to deal more effectively with conflict.

The Mystery of Leadership

We think we know a lot about leadership, but the reality is there is no magic, and universal formula. So, The Leadership Resource Center covers the waterfront of leadership topics. This is so important because effective leadership requires you know DIFFERENT ways to lead.

All About Planning

Sub-titled, Man Plans, God Laughs, this site originally focused on strategic planning and tactical planning, and now houses tons of resources on financial, disaster,career, and other planning topics.

Your Career Success

For years now, jobs and careers have faced new challenges, and also, new job search tools have evolved. So we refocused our articles site to help you with crafting resumes, networking both online and off, and much more.

The Training and Development World

Whether you are in the training business, work in corporate training and HR departments, or simply attend training, you'll find help with maximizing learning, ROI (return on investment) of training spends, and a lot more.

The Customer Service Zone

One of our most popular sites, we cover all aspects of providing customer service, with specialized information for different industries, from government through hospitality and retail. A MUST read for customer service professionals and representatives, and lots for plain old customers.

Government and Customer Service

A place for government employees and those interested in customer service in government to learn, share and talk about issues in the public sector.

The Guide To Dealing With Angry Customers (new for 2013)

Join us in sharing techniques for dealing the toughest, most difficult customers and clients. Ask your questions, get answers, and share your expertise on the tough customer.

All About Performance Management, Appraisals, and Employee Reviews

Reviled and dreaded, performance appraisals need not be wasted time, or quite so uncomfortable. At one of the most content rich sites of its kind on the planet, you'll find tips, advice, and survival tips on how to make this actually yield dividends. Special material to help regular employees deal with difficult employee review situations.


Frequently Asked Questions About Communication

Got a question about how to communicate effectively? We've probably answered it in our question and answer section.

Leadership Skills Questions and Answers

We've tried to distill essential leadership skill information into a number of questions and answers, so you can save time.

Customer Service In A Nutshell

There's so much material on customer service improvement that we decided to summarize much of it, and smash some customer service myths, at the same time. Formated in easy to read question and answer formats.

Training and Development Frequently Asked Questions (and Answers)

Got a question about training either from a buyer, or about how the business works? Want better return on training investment. Check out our Training and Development Question Area.

Answering Your Questions About Performance Appraisals and Performance Management

In effect a free performance appraisal and performance management survival guide for managers, employees and HR professionals.


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

About The Company
About Our Seminars & Services
About Our Websites
Privacy Policy

Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

We Believe

  • 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.

Get in Touch

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

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

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