2585 Windsor Circle East, Eugene, OR 97405-1264
Phone: (541) 485-6450 Fax: (541) 344-9680
© 2006 Behavior Associates

 iv Acknowledgements
 v About the Authors
 7 Introduction
 12 Chapter One: Seeing People Skills at Work in the Bar
 20 Chapter Two: Understanding How Customer Behavior Can Change
 28 Chapter Three: Keeping Behavior Acceptable
 38 Chapter Four: Anticipating and Defusing Beginning Problems
 51 Chapter Five: Dealing with Serious Behavior
 61 Chapter Six: Working with a Large Group of Customers
 69 Chapter Seven: Putting it All Together
 75 Final Thoughts
 76 Credits
 77 Notes