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 Call Center Training Best-Seller
This course is also available for online training, see details below. In The Magic of We, you'll see a team of 25 Snapper employees gather in the main plant on a Saturday morning for a very different kind of meeting. Senior managers, engineers, suppliers, customer service and marketing are assigned one task: Put together 4 lawnmowers themselves. It comes down to nuts and bolts - literally! As they work, these diverse teams realize that a universal bolt that was supposed to streamline production is causing more problems than it was supposed to solve. See how they use the 'magic of we' to find the solution. The Magic of We is one story, shown five times with five different intros and closings, each addressing a different topic area: Leadership, Teamwork, Problem Solving, Lean Manufacturing, Communication. Here is just a sample of the learning points covered:
The Leader's Guide provides step-by-step instructions for introducing activities, leading discussions, and making transitions between the video, group discussions, and exercises. It includes directions for presenting the workshop materials, along with suggestions for preparation, timing, and follow-up activities. Program Includes: DVD Or VHS Video, Leader's Guide (including reproducible participant handouts), PowerPoint CD-Rom, and 10 "Magic of We" Post-It Notes.
Online Training Option
Please contact us by email if you have more than 1000 users for special pricing options. Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95
 In healthcare as well as life, the failure to build trust and rapport can be insurmountable, while the rewards of a good first impression and positive connection are almost immeasurable. This engaging and motivational film will teach your team how to naturally make a genuine connection with patients, family members, co-workers...everyone they meet. Connecting in Healthcare is all about...
Learn to...
Program Includes:
 Learn how to unwrap healthcare employees from the red tape that has kept them from providing effective, efficient service throughout your organization in this entertaining video that presents a lighthearted look at the rights and wrongs of customer service. It shows that everyone has customers -- internal, external or both -- and there's no place to hide from them. Not even in red tape. Yet without realizing it, many capable people let red tape cloud their vision of what customer service is about. To illustrate this point, we've cast the employee as an inflexible mummy wrapped in red tape. The customer is invisible because the mummy just can't see him. But only temporarily -- because the eight skills for good customer service are soon revealed. Viewers learn how to put the customer first, and are made aware that it's possible to tailor procedures to customer needs without breaking rules. Participants will learn about:
 Meeting Opener Simple, inspiring and thought-provoking wisdom from across the ages is presented through gentle and visually arresting animation and moving music. Life’s Lessons: Values & Ethics is a gentle and sobering look at how ethics and values shape our lives, within and outside our organizations. This beautiful program illustrates how one’s character is shaped by our values and ethics, and how to develop them to the best of our ability. Life's Lessons works with YOU to fit your individual training needs. For the first time, you determine how to present these unique programs.
Includes: 3 Minute DVD (includes Full program with music and narration, Music only (no narration) & Continuous play options.
 This collection of experiential activities in game format will enable trainers and facilitators to make effective use of the outdoors as a vehicle for learning. It contains sixty-three creative games that can be conducted easily and safely with a minimum of materials and preparation. Many of the activities can be run equally well indoors. Each activity is presented in a standard format that includes a summary, a statement of objectives, a note of any materials required, time requirements, and detailed guidance on the effective use of the games in training. The games vary in length from a few minutes to over an hour. Together they provide a rich store of adventure, energy, and memorable learning. Games Teach
 This practical human resources handbook for the solo practitioner gives you the guidance and tools to run your HR department effectively and efficiently. Whether you're the person new to HR or an HR manager in a solo environment, it will help you perform your HR function with the best of the them. Includes how to align HR with your company's goals, build credibility and influence, understand HR ethics, cope with management expectations, learn effective staffing strategies, and use HR metrics to prove your contributions. Practical chapters show you how to get big HR performance with a limited staff:
 The 21st century business world calls for 21st century leadership. Our business environment today is vastly different from what it used to be. It’s a world of change —change in ownership, in management, and in operations. Technological advancements and innovations come fast and furious, making some tasks easier, but stepping up the pace of the daily grind. The demands of this fast-paced, ever-changing environment require a leader who can change and keep pace, an out-of-the box thinker who is flexible and can respond to new circumstances. In this course, participants will examine the fundamentals for effective leadership in the 21st century. They will learn the concepts behind these fundamentals and how to apply them in leadership situations. Dynamic Leadership for the 21st Century focuses on important principles that leaders or emerging leaders can apply to become more effective: the differences between management and leadership; ethics; organizational vision; intentional culture; collaboration; leader interactions; and systems thinking. ...
 "Team Workout: 50 Interactive Activities provides a wealth of team activities that are both engaging and insightful. Be sure to add it to your list of favorite resources." Lorraine L. Ukens, Teaming With Success; author of All Together Now! and Energize Your Audience Two of the world's leading team building facilitators bring you their best icebreakers, assessments, games, and exercises in a user friendly format. Team Workout is for facilitators, team leaders, trainers, and managers who want all the necessary materials and a step-by-step protocol for fast and easy implementation of effective team development. It's all here, the goals, time required, room set-up, materials, and detailed instructions to ensure a no-fault experience. There are even debriefing questions to facilitate the transfer of learning back to the workplace. Selected Contents
 The 50 activities in this resource book has been tested with hundreds of participants to ensure their appropriateness and effectiveness for a variety of diversity training needs. Employees at all levels will be stimulated by interactively learning about cultural and gender differences and mastering new skills for communicating more effectively in our diverse workplaces.
Training Objectives
Training Methods
Includes: 300 Pages, 3-Ring Binder
Life is full of distractions, and the work environment is no exception. Especially when you're dealing with customers. It's easy to get sidetracked by coworkers, cell phones, other customers, and a hundred other things. Good listening skills are essential for meeting customer needs—and ensuring a positive experience with your organization. Learn three effective listening skills: Used individually or in combination, these skills will help you treat your customers with the respect they deserve. This customer service training DVD, perfect for training your front-line staff, is just as useful for long-term employees as it is for new hires. Duration: 14 Minutes $149.99 [Add to Cart] Make sure your phone employees are ready for business. Employees who answer phones are speaking for everyone in your company. It's up to you to make sure they have the training they need, so they can do the job that you expect. This program teaches the following telephone courtesy skills:
 This program focuses on the importance of the relationship between customer and employee. It’s all about being natural and giving people the same respect you want to receive. Scenes are set inside a variety of customer-service oriented businesses, including a dental office and a hardware store. Whether it’s in person or over the telephone, the five rules presented here will help you deliver the best service your customers could ask for. $139.99 [Add to Cart]
Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality
In Part 1, service representative In Part 2, • Easy-to-use – includes facilitators manual designed by service experts • Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls • Save money – broadcast-quality video while saving 60% off average training video price • Save time – quick program for efficient learning and behavioral change • Versatile – use for meetings openers, training sessions, and more Main Learning Points on how to handle angry customers • Allow customers to vent • Acknowledge customers’ feelings • Take ownership of the issue • Avoid blaming the customer • Focus away from emotions, toward issues • Collaborate with customer to solve problem Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers • PowerPoint Presentation • Interactive Activities • Trainee Worksheet • Discussion Questions • Pre and Post-Training Assessment
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Business Training Media, Inc.TM
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