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 Conflict Resolution Using feedback is a skill central to the success of any team and its leader. Everybody needs recognition when they are doing well and guidance when they could be doing better. The main video and course guide give clear guidelines for giving feedback: ask don't tell; describe, don't judge; focus on behavior, not personality; be specific; be constructive. It also explains how to receive feedback: be open, not defensive; listen and clarify; seek specific suggestions for doing things differently. A 'feedback skills pack' has 30 short video triggers to demonstrate and contrast specific skills, and to stimulate discussion about difficult situations. The benefits
Program includes: DVD(18 mins), Course guide and Quick guide
 Training Objectives
Activities Cover
Training Methods
Time Guidelines
 When some people hear the word teamwork they immediately think of games--team sports: yet, teamwork is much more than this. In businesses today the teamwork concept, rather than the old pyramid-shaped organization-chart-process, is what makes them successful. Ideas and decisions are generated within teams and not from the top down as in the past. With the Effective Teamwork how-to video training program you'll learn:
After watching this video, and completing the exercises both on the video and in the book, your entire work force will know how to maintain a cooperative, creative and highly productive team environment. The skills learned will lead to greater success for you and your organization. Length: 39 minutes. This enhanced DVD edition of Effective Teamwork is part of the In An Instant Business Training Library. It comes complete with a DVD, video, audio CD and a post-test that may be reproduced. It also includes a copy of the book Effective Teamwork by Michael D. Maginn, which is part of the Business Skills Express Series.
 It’s amazing how often Mom’s advice fits right into the business world. Leadership Lessons from Mom was written to encapsulate just some of the many leadership lessons learned from our mothers so you can use them to be successful in business and life. These 21 valuable lessons will help you know just what to say and how you should handle virtually any situation. They are timeless, universal and can be easily applied to your everyday work life. For example:
Each lesson is covered in a separate section and includes an inspirational summary statement and leadership tips, such as:
 Excellent customer service begins with excellent communication. You build strong customer relationships by understanding the subtle things that make your customers respond positively (i.e., plenty of detail or a glossy overview). This powerful program explores the essence of customer service effective communication. The DISC learning assessment is used to provide insights into communication styles and to offer new opportunities for strengthening customer relationships. Upon completion, participants will be able to identify their own primary communication style and gain insight into their customers styles recognizing potential areas of interpersonal conflict and successfully tailoring their approach to alleviate concerns and meet the needs of their customers. Facilitation Kit The easy-to-use Customer Service Excellence Facilitator Kit includes materials listed below and must be purchased to order Participant Kits:
Participant Kit Participant materials required to support the training program are user-friendly with information and tools that can be put into practice immediately. Each Customer Service Excellence Participant Kit includes:
 For the first time, Business Training Media is offering special discount pricing when these two best-selling programs are purchased together... The Unified Team A leader's guide to resolving conflict and restoring team unity. In This Together An engaging survey for team members on the issues of harassment and respect. Each program is specifically designed to address both the cause and the cure of conflict within teams.
In This Together - conflict package
The Unified Team - Conflict Package
The Conflict Resolution Package includes:
When you Buy this Package Set - You Save $265.00 (Reg Price $1690.00 DVD)
 Released - 2006 Designed for maximum flexibility, The Supervisor Toolkit provides you with high-quality video vignettes that you can easily incorporate into your own custom training courses. The clips are drawn from CRM's library of best-selling programs. Each vignette/clip runs anywhere from 20 seconds to 3 minutes and depicts a common workplace interaction involving a supervisor and usually, a subordinate. Suggestions are provided in the Leader's Guide for using the clips to draw out specific lessons on supervision. The 90 clips in the Toolkit are organized into the following supervisory skill categories:
Program Contents: Video clips on 1 DVD and 3 CD-ROMs, each with introductory narration and without, Printed Leader's Guide and Leader's Guide on CD-ROM.
 4-Program Set This series takes an interactive approach to supervisor training and uses real-world examples and scenarios to illustrate a variety of HR situations. The unique format challenges supervisors to determine if situations were handled correctly or if there was a better way to respond. It also encourages them to transfer what they've learned to practical applications in their own jobs. Available on DVD and VHS, the Ready Response series includes ...
Each supervisor training program comes with the following:
Produced 2007 Generation conflict costs billions of dollars in lost productivity to organizations like yours worldwide - not to mention the incalculable effects on motivation and morale. Now there's help with generational expert Cam Marston's new DVD course, Mixing Four Generations in the Workplace. This program will educate and stimulate positive interaction among your people. It will also dramatically reduce workplace conflict and provide managers and supervisors with strategies for dealing with recruiting, retaining, and motivating, using the generational differences in a positive way. Key Learning Points:
Program includes:
Program includes: 2-program DVD; CD Support Package with 32-page Facilitator's Guide, 30-Page Participant Guide, Participative Exercises and PowerPoint Presentation. All support materials customizable and reproducible.
 This course is also available for online training, see details below. Ethics 4 Everyone beautifully illustrates the cause-and-effect of corporate and individual responsibility, offering do-able solutions, including how to make decisions that ensure a greater ethical response to business issues. Discover what some of the world's most respected public and private sector concerns have learned about long-term organizational viability. Ethics 4 Everyone teaches viewers:
Program Contents: A 15 minute DVD or video, Leader's guide, PowerPoint Presentation on CD-ROM, 10 Participant Workbooks, 10 Copies of the book "Ethics 4 Everyone" and 10 Reminder Cards Online Training Option: This program is also available for online training - click here for details
Master today's key skills and strategies for effective telephone use. Good common sense telephone techniques and old-fashion courtesy--especially in today's digital age--often define crucial business moments. Poor telephone skills can cause customer dissatisfaction or loss of customers, damage the organizational image, and threaten overall caller goodwill. In this training program, your employees will learn how to apply 14 key call-handling skills that will boost not only your organization's credibility and bottom line, but also their own professionalism and value. You'll Learn To:
Release - 2005 2nd edition Managers and supervisors must be trained to respond to potentially violent incidents before they occur. This course helps them recognize, understand and deal with warning signs or threats, and teaches them how to defuse situations and assist troubled employees. Key Training Points:
Program includes: A 21 minute DVD or VHS video, Leader's Guide and Participant Manual
 The AMA DISC Survey is designed and intended to be used for individual, group, and organizational development. The survey is equally suitable for managers, work group or team members, and individual contributors. The personal styles measured by the survey are relevant to programs focusing on personal development, problem solving and decision making, time management, interpersonal relations, conflict management, team building, and organizational change. The AMA DISC Survey has several unique features that provide distinct advantages over alternative personal style assessments. These include:
The AMA DISC Survey comes with a Debriefing Guide that includes seven modules, each of which take approximately 5 to 10 minutes to complete. The Debriefing Guide provides facilitators and respondents with a variety of options for understanding and applying The AMA DISC Survey:
The AMA DISC Survey takes approximately 30 to 40 minutes to administer, score, and debrief. The AMA DISC Survey can be used as an introduction to personal styles, or it can be used as the basis for a half-day session on personal, interpersonal, team, or organizational development. Appendix B presents a number of suggested program designs for using The AMA DISC Survey to accomplish different objectives. A set of transparency masters is contained in Appendix C.
 This Training Manual explains how to use The Ethical Type Indicator with The Seminar on Ethical Reasoning - an experiential workshop in which participants discover, examine and explore their ethical values and inner ethical constitution. Conduct a two-hour, half-day or full-day module in your organization Program Includes:
About the Author Louie V. Larimer, is the founder and president of Focused Strategies, Inc., a management consulting firm that helps CEOs develop and implement profitable business strategies. He holds a bachelors degree in psychology, masters degree in business administration, and a juris doctorate. Mr. Larimer has taught graduate level courses in management, organizational development, ethics, law, conflict resolution, and negotiations.
 This easy-to-use assessment solves one of your biggest headaches in customer service - ensuring consistency in your staff's performance. How? By giving employees a clear picture of their unique strengths and areas they need to work on - and the motivation to acquire all the skills of an all-around good customer service giver. Employees can rate themselves in seven competency areas widely considered to be critical to the ability to provide exemplary service:
The questionnaire uses graduated response scales (almost never to almost always) that help employees draw accurate conclusions about how skilled they presently are in customer service.
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