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Conflict Resolution

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Feedback for Performance - DVD

Free Online Preview

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

  • Teaches managers to impart criticism sensitively and constructively
  • Large, varied selection of ready-to-practise scenarios - with and without commentary

Program includes: DVD(18 mins), Course guide and Quick guide

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50 Activities for Achieving Change

Training Objectives

  • Outline the process of accepting change
  • Demonstrate the need for change
  • Reduce conflict
  • Improve communication skills

Activities Cover

  • Change in the workplace
  • Developing goals for change
  • Change and self-development
  • Accepting change
  • Understanding change

Training Methods

  • 25 activities involve group discussions
  • 13 questionnaires and instruments highlight current perceptions and identify resistance to change
  • 6 role-play scenarios aid the transfer of learning from the workshop to the workplace
  • 6 written exercises provide an opportunity to express personal thoughts, and reactions to change

Time Guidelines

  • 35 activities take 1-3 hours
  • 15 activities take 3 or more hours

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Effective Teamwork Instant - DVD

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:

  • How to make the team concept work
  • Why teams are important to you and your organization
  • How to write a team constitution
  • How to develop ideas and make decisions that the team can stand behind
  • How to run a typical team meeting
  • How to deal with conflict and team problems

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.

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Leadership Lessons From Mom - 5 Pack

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:

  • eating your vegetables (taking care of your health)
  • tucking in your shirt (paying attention to your image in the workplace)
  • don’t be late for dinner (getting to work on time, keeping appointments, meeting deadlines)
  • be polite (showing common courtesy to others)
  • mind your manners (following the culture and customs of your organization)
  • watch your mouth (avoiding the use of foul language)

Each lesson is covered in a separate section and includes an inspirational summary statement and leadership tips, such as:

  • serve as a mediator between employees having conflicts with one another
  • floor areas should not be used to store books, papers and notebooks
  • help employees learn to make the best use of their time through time management tools and training resources
  • encourage employees to find better ways to perform their jobs

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Customer Service Excellence - Facilitator Kit

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:

  • Facilitator Guide
  • PowerPoint Presentation
  • Online Tools
  • Participant Kit (See below)

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:

  • 1 Participant Guidebook

  • Customer Service Excellence - Facilitator Kit $349.00 [Add to Cart]
  • Customer Service Excellence - Participant Kit $59.99 [Add to Cart]
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The Conflict Resolution Package - DVD

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 "In This Together" training program is an engaging survey for team members on the issues of harassment and respect in the workplace. Asking such questions as...

  • When is being in a bad mood disrespect?
  • What is the fastest way to stop gossip?
  • When does self expression become offensive language?
  • When are discussions of sex, politics and religion okay at work?
  • What are the guidelines for sexual attraction at work?
  • When is lack of follow-through disrespect?
  • When is teasing illegal?

The Unified Team - Conflict Package
The Unified Team training video offers sound, practical advice on...

  • How to stop backstabbing and blaming
  • How to establish a Team Member's Bill of Rights
  • How to help a team member deal with personality conflicts
  • How to help a team member deal with teasing
  • How to stop a feud
  • How to mediate an open dispute
  • How to focus the team on a common goal
  • How to make room for celebration

The Conflict Resolution Package includes:

  • Packet Reproducible Compliance Forms
  • 10 Pocket Reminder Cards for each program
  • 1 The Unified Team Learner's Workbook
  • 10 In This Together Learner's Handbooks
  • 1 Trainer's Guide for each program
  • 1 In This Together DVD or VHS video
  • 1 The Unified Team DVD or VHS video

When you Buy this Package Set - You Save $265.00 (Reg Price $1690.00 DVD)

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The Supervisor Toolkit - 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:

  • Hiring and Building Your Team
  • Planning, Prioritizing, and Delegating Tasks
  • Coaching and Training
  • Motivating, Encouraging and Giving Positive Feedback
  • Building Trust and Showing Respect
  • Handling Conflict
  • Performance Appraisals
  • Discipline and Giving Constructive Feedback

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.

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Ready Response: A Supervisor Training Series - DVD

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 ...

  • Diversity and Discrimination - Give suggestions to help prevent discrimination, intervene when problems arise, and handle investigations relating to discrimination claims.
  • FMLA - Shows how to get information when employees are absent and what qualifies as leave under the Family and Medical Leave Act.
  • Sexual Harassment -Shows how to prevent sexual harassment, recognize harassing behavior, and address situations when the need arises.
  • Violence in the Workplace - Illustrates how to identify potentially violent situations and individuals and resolve conflicts in the workplace.

Each supervisor training program comes with the following:

  • (1) Closed-captioned video - Available on DVD (with extra bonus features) or VHS, the program combines engaging video and editing technology with expertise from industry professionals at all levels.
  • (1) Trainer's Guide - Gives answers to the encounter scenarios and suggested comments to potential outcomes based on drivers' reactions.
  • (10) Test Sheets - Forms to help administer on-screen challenges.
  • (10) Supervisor Fact Sheets - Information and take-along reminders for trainees.

  • Ready Response: A Supervisor Training Series - DVD $799.99 [Add to Cart]
  • Ready Response: A Supervisor Training Series - Video $699.99 [Add to Cart]
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Mixing Four Generations in the Workplace - DVD

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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:

  • Generational context is not about age, but common experiences.
  • Acknowledge your team's expectations, not just your own.
  • Different is neither right nor wrong, just different.
  • Age-ism is the death of any coaching strategy.
  • Generational understanding does not take the place of concern for the individual.
  • Different generations care about different approaches to the same problem.
  • Technology is not universal - assess your team members' affinity level before making communication assumptions.

Program includes:

  • Program One - Defining Four Generations in the Workplace - 18 Minutes
  • Program Two - How to Deal with the Four Generations - 16 Minutes

    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.

    • Mixing Four Generations in the Workplace - DVD $795.00 [Add to Cart]
    • Mixing Four Generations in the Workplace - DVD Rental $395.00 [Add to Cart]
    • Mixing Four Generations in the Workplace - DVD Preview $0.00 [Add to Cart]
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    Ethics 4 Everyone - DVD

    Free Online Preview

    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:

    • The Three Rs of ethics: respect, responsibility and results
    • How to say 'no' with tact
    • How to manage conflicting rights
    • How to 'walk the (ethics) talk'

    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

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    Use the Telephone the Right Way DVD

    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:

    • Provide great service, turning phone calls into relationship builders
    • De-magnify conflict over the phone through sensitivity
    • Overcome the two root causes of poor telephone communication
    • Vary timing, tone and word choice to enhance caller comfort
    • "Check phone use attitude," follow the "two-ring rule" and more!
    • Apply voice mail etiquette that's also efficient
    Complete with DVD, CD audio and viewer's guide. Length: 24 Min.

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    Taking Control of Workplace Violence - DVD

    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:

    • Illustrate warning signs that often prelude violence
    • Identify internal and external resources that can help resolve and prevent conflicts
    • Examine methods of hiring and firing that help lower the risk of violence
    • Explore ways to respond to emergency situations safely and effectively

    Program includes: A 21 minute DVD or VHS video, Leader's Guide and Participant Manual

    • Taking Control of Workplace Violence - DVD $795.00 [Add to Cart]
    • Taking Control of Workplace Violence - DVD Rental $250.00 [Add to Cart]
    • Taking Control of Workplace Violence - DVD Preview $0.00 [Add to Cart]
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    The AMA DISC Survey (10 Pack)

    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 Survey is explicitly oriented toward work-related behaviors.
    • The Survey is designed to enhance reliability and validity.
    • The Survey is printed on NCR (no carbon required) paper (easy to score).
    • The Survey provides an efficient way for people to learnabout their styles.

    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 Guide provides interpretations of dominant styles, as well as style combinations.
    • The Guide encourages participants to apply the information presented.
    • The Guide enables participants to examine the positive and negative aspects of their styles.
    • The Guide is oriented toward self-development.
    • The Guide can be used in a number of ways.

    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.

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    Ethical Type Indicator - Leaders Kit

    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:

    • Background information on The Ethical Type Indicator
    • Detailed instructions for its use
    • The trainer's guide for conducting a seminar on ethical reasoning using The Ethical Type Indicator
    • Seminar outlines
    • PowerPoint® slide show

    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.

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    Customer Service Skills Profile Leader's Guide

    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:

    • Temperament/disposition
    • Attentive listening
    • Communicating clearly
    • Resolving conflict
    • Engaging in joint problem solving
    • Carefully negotiating
    • Building warmth and empathy

    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.

    • Customer Service Skills Profile Leader's Guide $149.99 [Add to Cart]
    • Customer Service Skills Profile Assessments 5-Pack $69.99 [Add to Cart]