Conflict Resolution

Listening is a crucial component of communication, but few people do it well. In organizations, a significant number of errors are caused by information that does not get properly conveyed or understood due to poor listening. This comprehensive program explains how people get distracted and offers tips on developing active listening skills.

Programs covers the following topics:

• Why most people are not good listeners
• Major impediments to effective listening
• Listening as an active skill
• Why listening is a powerful tool
• How listening differs from reading
• Eliminating costly mistakes through effective listening

Includes: A 23 minute DVD or VHS and Leader's Guide

• Power of Listening - DVD $795.00 [Add to Cart]
• Power of Listening - DVD Rental $275.00 [Add to Cart]

Learn the basic skills necessary to compete in today's complex marketplace with the new Frontline Library. Complete with 10 DVDs, 2 videocassettes, 10 books and 7 audio CDs.

These programs provide the fast-paced material needed to improve the performance of the new employee or the long-time veteran.

Your cost $1,115! If you were to buy these programs individually, the total would be $1,417.50. Buy the complete library and save $302.50!

The Frontline Library includes the following titles:

• Succeed by Listening
• How to Handle Difficult People (3 Volumes)
• How to Make Winning Presentations
• Communicate and Win
• Writing for Business Results
• Effective Teamwork
• Telephone Skills at Work
• Time Management: Ideas that Work
• How to Set and Really and Really Achieve your goals
• The Basics of Business Etiquette

• Frontline Library - (10 DVD Set) $1,115.00 [Add to Cart]

Released - 2004

This DVD program is also available for online training - learn more.

Educate your new and existing employees on the basics of today's more pressing human resource topics with the Positive Prevention Series. The secret is in capturing each employee's attention with these engaging videos/DVDs that provide easy to grasp content and Q&A scenarios that assure employee understanding.

Topics covered in this new program include:

• Defining Workplace Diversity
• Primary Dimensions, Secondary and Functional Dimensions
• Appreciating Workplace Diversity
• Improve Perspectives, Reflect Reality, Enhance
• Deploying Workplace Diversity
• Meet Business and Societal Goals
• Comply with Legal Expectations
• Overcome stereotypes

After each section a Pop Quiz is presented, to further strengthen the learning.

Program Includes: A 15 minute Video or DVD and Leader's Guide with Survey

Best-Seller

This easy-to-follow program features a series of workplace vignettes that illustrate disrespectful behavior and how to correct it. Both employees and managers will be able to use the seven commonsense "Guidelines" to discuss issues of respect in a diverse workplace as it relates to their own experience and behavior. The "Guidelines" are further broken down into "Simple Steps," which makes this an especially effective and user-friendly program. The vignettes include healthcare, manufacturing, retail, and office settings.

Key Learning Points:

• Turn uncomfortable situations into learning opportunities
• Religious or cultural beliefs don't justify disrespectful behavior toward coworkers
• Just because expressions or words are commonly used, doesn’t mean they are acceptable
• Be careful not to display or send potentially offensive materials on your computer
• Judging people's abilities by their appearance can lead to discrimination
• Cultural or ethnic stereotypes are offensive Speak up against disrespect

Program Includes: A 25 Minute DVD, Meeting Opener video on DVD, Vignettes only version, Leader’s Guide, Reproducible Participants Materials, PowerPoint Presentation on CD-ROM, Self-Study Overview CD-ROM and 50 “Simple Steps” Reminder Cards

This course is also available for online training, see details below.

Cure bad attitudes to increase productivity in your organization! Bad attitudes can threaten the essential functions of your workplace. They spread like viruses from individual employees through departments and infect entire organizations. Once an attitude virus begins to spread, it can become an epidemic in no time. Productivity suffers and so do individual workers. There's no doubt that today's workforce is especially susceptible.

With this popular training video program, you will learn how to vaccinate your organization against this potentially devastating threat.

Participants will benefit by learning to take responsibility for their own attitudes and success, plus, underlying causes for unproductive attitudes will be resolved and fewer personal problems will affect work. These better attitudes will positively impact team results and the bottom line.

After viewing this video, participants will:

• Be aware of the different types of negative attitudes
• Know how to diagnose an attitude problem in themselves or their colleagues
• Recognize the need to take responsibility for a negative attitude and its consequences
• Learn how to replace old, ineffective reactions with adaptable, productive responses
• Know how to follow through in order to reinforce new, positive behavior

Program Includes: A 20 minute VHS or DVD of Main Program and Discussion Segments, Leader's Guide, sample Participant Workbook.

Online Training Option

• Pricing - $9.95 per user
• Minimum order - $500
• Users receive a post-test and certificate of completion. You set the test’s passing grade.
• You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

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

• Attitude Virus: Curing Negativity in the Workplace - DVD $895.00 [Add to Cart]
• Attitude Virus: Curing Negativity in the Workplace - DVD Rental $275.00 [Add to Cart]
• Attitude Virus: Curing Negativity in the Workplace - Online Course $9.95 [Add to Cart]
• Attitude Virus: Curing Negativity in the Workplace - VHS Preview $0.00 [Add to Cart]
• Attitude Virus: Curing Negativity in the Workplace (Government Version) DVD $895.00 [Add to Cart]

This program is also available for online training. See details below.

Request a free online preview!

Through a series of short dramatizations this unique series explores the rules and techniques that distinguish a Dialogue from other forms of communication, such as debate or negotiation. The series examines how we can surface the often unspoken assumptions, in ourselves and in others, that can stand in the way of effective organizational communication. In so doing we build mutual trust and respect.

Each program in the series can stand alone and may be licensed separately. There are volume discounts if you license the entire series or multiple copies of any program.

Program Contents:

Communicating in a Diverse World. Overview. What is dialogue - contrasting debate and dialogue. Initiating Dialogue - how to do it, where to do it. The skills of Dialogue - Suspension (of judgment, decision making and status); Listening (with empathy, for understanding, showing you care); Discovery (uncovering and sharing hidden assumptions in yourself and others). Includes a dramatization of how Dialogue helps us communicate across job functions, helping improve relations between people at different levels within the organization as well as between different departments or areas of expertise. (25 minutes)

Dialogue for Cultural Understanding. We apply the skills of dialogue outlined in Program 1 to challenges faced in culturally diverse work environments. We see a dramatization that demonstrates how dialogue can be used to open communication, uncover hidden assumptions, break down stereotypes and facilitate more productive relationships. (24 minutes)

Dialogue between Genders. A dramatized dialogue shows us how the skills we learned in Program 1 can be used to overcome misunderstandings, break down gender stereotypes and improve communications between men and women at work. (21 minutes)

Dialogue among Generations. We demonstrate how the skills of dialogue can be used to bridge the personal and professional style differences that exist between employees of different ages. We uncover how divergent personal and world views common to people of different generations can lead to misunderstandings and distrust and how dialogue can help overcome age barriers and build more productive workplace relationships. (24 minutes)

Program includes: A comprehensive facilitation guide, reproducible handouts and PowerPoint slides for classroom presentation.

Online Stream Leaning Option Includes:

• Post training test
• Trackable reporting results 24/7
• Certificates of completion
• Digital copies of the support materials
• Customized for you at no additional cost - your logo, your polices and more
• No need to download or install software - works with any standard browser  

Online Training Pricing:

• 1 to 1000 $6 per person
• 1001 to 3000 $5 per person
• Minimum order for any one program $395.00

These program are also available for online training. See details below.

While the media has focused on the spectacular but very rare instances of lethal workplace violence, the reality in most workplaces is very different. We deal with daily occurrences of hostility, intimidation, harassment and other damaging behavior. The perpetrators are employees, managers and customers. So are the victims. They are us. Unlike the rare, extreme cases, the more common manifestations of workplace violence take a daily toll on most workplaces. The Respectful Workplace is a resource designed to help organizations put an end to this other violence - the destructive conflicts that affect us all.

Series Objectives

The Respectful Workplace is a 3 part training series designed to help organizations address the behavioral and values issues that can allow conflicts to escalate. The series treats workplace violence as an outgrowth of hostility, harassment, bullying and intimidation which has not been effectively dealt with and arms employees and managers with the tools they will need to ensure respectful workplace relations. Program Contents:

• Program 1, Opening the Right Doors (25 minutes) teaches employees skills for dispute resolution and diffusing hostility. We learn to take responsibility for eliminating intimidation, bullying and harassment from our workplace culture.

• Program 2, Diffusing Hostility through Customer Service (25 minutes), takes a strong customer service training approach to the issue of working with hostile customers. Important communications skills are taught which will help employees turn difficult customer service challenges around. However, where abusive customers cross the lines of acceptable behavior, employees are empowered to put their physical and emotional safety first.

• Program 3, Managing Harmony (26 minutes), defines the role leaders must play in creating and supporting a non-violent, respectful workplace. We explore the organizational costs of inappropriate behavior, diffusing hostile situations, aligning policy and behavior with the organization's values, how conflict can be a positive force, and the organization's responsibility to provide effective avenues for dispute resolution.

Each program in The Respectful Workplace series includes several dramatizations designed to help focus and stimulate discussion. There are 10 of these scenes.

Support Materials

The Respectful Workplace series comes with a comprehensive Facilitator's Guide. Handout pages are incorporated in the guide. Trainers need only to decide which topics would be relevant for individual distribution and which to copy as transparencies. With the purchase of this series, QMR grants you license to make as many copies of the Facilitator's Guide or the handout / transparency pages as you need for your organization.

Online Training Option:

This program is also available over the web or over your company’s network. This option makes it is easy for you to deliver video to any employee’s desktop at any location with web access. The online program includes:

Conflict management is difficult because no two situations are alike. In this training program, learn more about the various types of conflict and how best each can be moderated. Areas of conflict discussed include those between coworkers, between a supervisor and subordinate, and between two supervisors. By demonstrating effective and ineffective examples of handling conflict, the video teaches supervisors to act in an objective, unbiased manner.

In addition, the program features advice from industry professionals, including labor law attorneys, social psychologists, and professors of Human Resources.

Managing Conflict also includes the following:

• (1) 43-Minute, 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) Training Guide - Provides background information on personal issues and gives a brief overview of the video.
• (10) Supervisor Fact Sheets - Recap recap key points from training and make a convenient reference.

• Conquering Difficult Conversations: Managing Conflict (DVD) $299.99 [Add to Cart]
• Conquering Difficult Conversations: Managing Conflict (VHS) $299.99 [Add to Cart]

Takes a strong customer service training approach to the issue of working with hostile customers. Important communications skills are taught which will help employees turn difficult customer service challenges around.

Key Learning Points:

• Providing service to hostile customers
• Developing good communication and customer-service skills

Includes: 25 minute DVD or Video & Leader's Guide

• Diffusing Hostility Through Customer Service - DVD $625.00 [Add to Cart]

Produced - 1994

Free Preview

Team-based structures are the most effective and rewarding way for people to work together. Team workers are motivated, satisfied, productive and flexible. Such businesses are more responsive to change and perform better than traditional hierarchies.

Through a combination of drama and documentary, Team Working illustrates how team working avoids duplication of effort and allows members to share knowledge and experience; that teams need to value people and their ideas and allow everyone to participate; that teams need to establish their own ground rules; that projects need to be carefully planned with goals set, stages defined and progress reviewed; and how successful teams recognize individual strengths.

The benefits

• Comprising 2 DVDs, the first DVD, Team Working looks at what it really means to work as part of a team.
• The second DVD, Conflict Resolution focuses on the relationship between two team members, and how to analyze and resolve conflict.

Program includes: DVD (29 mins), DVD (8 mins), trainers guide, participants guide and handout.

• Team Working - DVD $999.00 [Add to Cart]

Free Online Preview

Violence and aggression at work can be emotional as well as physical. This powerful drama, based on the research of specialist consultant Roy Braithwaite, will help people manage aggressive situations at work by seeing how such behaviour is expressed.

It covers the body language and verbal indicators of aggression, diffusion techniques and preparation and ideas for reducing risk and preventing violence. Written materials also provide information and exercises on levels of acceptable behaviour, causes of aggression, anger and its constructive use, assertive communication and body and verbal language from a multi-ethnic perspective.

The benefits

• Comprehensive, wide-ranging and high-impact resource
• Note: for realism, video contains language that may be found offensive

Program includes: DVD (39 mins)

• Working with Aggression - DVD $999.00 [Add to Cart]

Featuring John Cleese

This collection of short humorous ice breakers focus on key business issues or skills and the mishaps and mayhem that can occur when things go wrong. The series features John Cleese and many others. The programs are designed for use as humorous meeting openers, breaks and/or meeting closers.

Bosses From Hell!
There’s an art to being a good boss, but some people have yet to learn the right skills. Some typical examples will raise a smile in this collection of clips from videos such as Can you spare a moment?, The helping hand, The best of motives, Where there’s a will and I’d like a word with you. Free Preview

Colleagues From Hell!
You can rarely choose who you work with, and there are some characters that are a nightmare to deal with day-to-day. They’re typified in these clips in From ‘No’ to ‘yes’, Talking to the team, The paper chase, Straight talking and other programs. Free Preview

Communicators From Hell!
Some people just don’t know how to communicate at work, and need a helpful push through training to get the skills right. This amusing video really gets the message across. Free Preview

Customer service from Hell!
What can go wrong when you don’t have the right service skills? These amusing clips show the types of gaffes that can be avoided. Free Preview

Customers from Hell!
Difficult, demanding and down-right dangerous customers crop up in this collection of light-hearted clips.

Free Preview Employees From Hell!
Being a manager can feel like the hardest job in the world, especially when you’re dealing with Employees from Hell! This collection comes from titles including The dreaded appraisal, Managing problem people and Oh what the hell. Free Preview

Interviewers From Hell!
A light-hearted 10-minute look at interview gaffes and nightmares, featuring clips from classic John Cleese programs. Suitable as an ice-breaker, meeting break or to reinforce key interview skills learning points. Free Preview

Public Services from Hell!
Dealing with the public is a responsible position - but the service from some of those in authority leaves a lot to be desired in this selection of blunders.

Salespeople from Hell!
A collection of clips from award-winning Video Arts titles that confirm your worst fears about the sort of salespeople that give you hell. Free Preview

Teams from Hell!
A light-hearted look at what happens when teams aren't performing up to expectations, featuring clips from Talking To The Team, Meetings, Bloody Meetings and From 'No' To 'Yes'Free Preview

The series includes the following programs: Bosses from hell! Colleagues from hell! Communicators from hell! Customers services from hell! Customers from hell! Employees from hell! Interviewers from hell! Public service from hell! Salespeople from hell! and Teams from hell!

• Complete Hell Series - DVD $1,049.00 [Add to Cart]

Incorporate the key challenges facing today's workplace. Based on extensive research and interviews with leaders, managers and employees of Fortune 1000 companies as well as government, non-profit and other organizations. It includes video case studies based on real workplace stories, extracts of interviews with leaders in the field, comprehensive guides, presents opportunities for classroom, self-paced, small group and on-line learning.

This series includes the following titles:

• The Bottom Line - This program creates a rationale for why diversity and relationship across differences is a business opportunity. The Bottom Line deals with strategic questions, one at a time, providing useful information, awareness exercises, and the motivation to apply the contents back to your own organization or work team.Help your organization plan and reach its fullest potential with The Bottom Line. Prevent hostile work environments, cultural misunderstandings, discrimination, racism, sexism, harassment and other depleting patterns. (30 minutes)
• Relating Across Differences - This programs examines "moments in the relationship-building process" to help you build authentic relationships that are stable enough to perform at a higher level. Employees can learn how to manage the diversity in the relationship and consciously begin to value it and create the conditions for synergy and breakthrough results. (30 minutes)
• Conflict As Opportunity - Conflict is the most critical phase of building effective relationships.Motivate people in your organization to utilize conflict and manage it as an opportunity for change. Prevent hostile work environments, cultural misunderstandings, discrimination, racism, sexism, harassment and other depleting patterns. (30 minutes)
• Teams In Motion - This program introduces learners to the phases of team development and the skills necessary to build effective relationships at each phase of the team process. It helps team members identify and manage wide-ranging differences (race, gender, cross-functional, thinking style, relationship style, personality, culture, etc.) that can be either an opportunity or barrier to achieving team goals. (30 minutes)
• Global Contrasts - Global Contrasts will help you manage cultural contrasts and build effective cross-cultural relationships. Build global teams and cross-cultural work relationships characterized by trust, cooperation, and synergy.(30 minutes)

• Sexual Dynamics - Sexual Dynamics opens the debate and examines the reality of sexuality in the workplace. This course can help prevent the costly outcomes to depleting symptoms (litigation, stress, fear, anger, control, lying, denial, projection, etc. ) by helping you manage the reality of sexuality in the workplace. Learn to provide a safer, less sexualized workplace and a climate that transforms human energy into higher performance. (30 minutes)

This six-part series will move you to higher performance and productivity by helping you:

• understand the bottom line impact of diversity in the work context
• learn key principles and skills for greater effectiveness
• manage the 5 phases of global, organizational, team, personal and interpersonal relationships
• recognize and manage diversity issues, relationship dynamics, and cultural differences
• relate more effectively across any difference
• prevent the downward slide to toward miscommunication, misunderstanding, miss-attribution, stereotyping, hostile conflict, racism, sexism, discrimination, sexual harassment and hostile work environments
• create awareness, provide useful information, and identify core principles, that will allow you to attain higher performance, creativity and productivity
• make sure that Human Energy at Work? is constructively managed
• start a process of change that you cannot afford to avoid!

Each program includes: DVD and leaders guide.

Each title in this series may be purchased separately for $500.00 each.

• Human Energy At Work Series - (6 DVD Set) $1,500.00 [Add to Cart]
• Human Energy At Work Series: Global Contrasts - DVD $500.00 [Add to Cart]
• Human Energy At Work Series: Sexual Dynamics - DVD $500.00 [Add to Cart]
• Human Energy At Work Series: The Bottom Line - DVD $500.00 [Add to Cart]
• Human Energy At Work Series: Teams In Motion - DVD $500.00 [Add to Cart]
• Human Energy At Work Series: Conflict As Opportunity - DVD $500.00 [Add to Cart]
• Human Energy At Work Series: Relating Across Differences - DVD $500.00 [Add to Cart]

The key to any organization's success is the ability of its employees to relate effectively. Build trust and respect in your organization with Relating Across Difference.Transform human energy into higher work-related goals by:

• learning the process of building relationship across differences
• understanding the phases relationships go through before they stabilize and perform
• managing the opportunities and barriers to relating across differences
• recognizing diversity issues, relationship patterns and cultural differences that impact workplace performance and goals
• learning core principles and skills to move relationships to higher, more productive levels
• exploring five natural phases (pre-relationship, initiation, conflict, negotiation and performance) relationships move through before they stabilize and really perform.

Includes: 30 minute DVD and leaders guide.

• Human Energy At Work Series: Relating Across Differences - DVD $500.00 [Add to Cart]

Conflict is the most critical phase of building effective relationships.Motivate people in your organization to utilize conflict and manage it as an opportunity for change. Prevent hostile work environments, cultural misunderstandings, discrimination, racism, sexism, harassment and other depleting patterns. Use the Conflict As Opportunity program to help you:

• explore cultural differences in the expression and management of conflict
• understand that conflict provides opportunities for learning
• see conflict as the most critical phase in relating across differences
• identify the core principles and skills to manage the complexity of conflict in the workplace
• learn to recognize the early warning signs of conflict
• manage conflict and facilitate co-creation

Includes: 30 minute DVD and leaders guide.

• Human Energy At Work Series: Conflict As Opportunity - DVD $500.00 [Add to Cart]