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 Dealing with Difficult People Conflict... while it's often blamed for the breakdown of a team's unity, it's often just a symptom of a larger problem. This program lays out a practical approach that any team leader can follow to deal with the symptoms, and the cure. In addition to learning how to solve the 3 most common types of team conflicts; blaming, belittling and feuding, team leaders will learn how to promote the positive feelings of unity within their team in this popular management and leadership training video. Program Includes: DVD or VHS video (22 minutes), 10 Pocket Reminder Cards, 1 Workbook and 1 Leader's Guide
 By Kenneth Thomas and Ralph Kilmann The Thomas-Kilmann Conflict Mode Instrument (TKI) is the number-one best-selling instrument for conflict resolution. This easy-to-use, self-scoring exercise is fast and powerful. Participants select responses from 30 statement pairs to discover which of five conflict handling styles is their preferred "mode". Interpretation and feedback materials help clients learn about the most appropriate uses for each mode and how to increase their comfort level with their less-used modes. Its simple-to-use format and easy-to-understand content have made it the centerpiece of training programs over a wide variety of applications. This Self-Assessment:
 Twelve Angry Men: Teams That Don't Quit uses selected clips from the classic movie starring Henry Fonda and a stellar supporting cast. It presents a vivid example of a team fighting its way to success. In scene after scene, we watch the intense interactions among members of a jury in a murder case. Charged by the judge to do your duty, this team of jurors must determine whether the accused is guilty or not. This innovative video highlights five important concepts of great significance to our life at work:
The program is narrated by Dr. Margaret Wheatley, former professor of management at Brigham Young University and author of several best-selling books on leadership and organizational behavior. Dr. Wheatley shows us the parallels between the dramatic confrontations we see on the screen and certain behaviors familiar to work groups. Length: 22 minutes, includes Leader's Guide.
This important program discusses the strategies for handling patients whose behavior is difficult. Problem behavior is a catch-all term that refers to patients actions that are not dangerous but can still lead to disruptions of care. Examples of these actions include arguing with staff or visitors, challenging the rules, noisy behavior, name calling and swearing.
Includes: 21 minutes DVD
Added features and benefits of DVD training include:
This program is also available for online training. See details below. Nobody likes working with a difficult employee...and for supervisors, confronting that employee about his or her difficult behavior seems even worse. Supervising the Difficult Employee, however, will steer you through six main objectives that will help you redirect that employee. That employee's behavior may be non-productive, and negatively affects coworkers' performances--hence,the difficult employee. This program begins by high-lighting steps for determining the root problem, using accurate documentation, then helping the employee take corrective action. Who knows? You may find that your "problem" employee just needed guidance to be one of your "best". Comes complete with a 23 minute DVD, audio CD and copy of the book "Supervising the Difficult Employee," by Ann M.
 Produced - 2007 Release!
This course is also available for online training, see details below. From chronic complainers to idea-stealers, boundary pushers to just plain jerks, a toxic co-worker can ruin your day - and your life! Everyone - including the lucky few who’ve never had to work with a difficult person - will benefit from this program. It brilliantly portrays how employees on any career path and at any level of an organization can be undone by a problem co-worker. The amount of time spent worrying, avoiding, raging and obsessing over toxic employees can affect performance on the job and peace at home. With authors Katherine Crowley and Kathi Elster as hosts, this video program provides the antidote, showing exactly how to take responsibility for addressing the problem and put a stop to it all. It shows employees how to “unhook” from difficult situations in four simple ways: Physically, Mentally, Verbally and With a Business Tool (memo, email, log, etc.). Participants will learn to:
Program includes: A 23 minute DVD or VHS, Leader's Guide, CD-ROM with PowerPoint Presentation and printable handout for the Optional Activity (Working With Bosses Who Are Killing You),10 Participant Workbooks and 10 Reminder Cards Related. Workbook are only sold with purchase or rental.
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
 Order this 90-minute audio conference recording, where our expert – an experienced employment law attorney – will tell you how to recognize and reform “below standard” employees. You’ll learn how to set clearly understood performance standards for your workers before problems set in, as well as how to administer discipline and terminate employees, if required, without making matters worse. You and your colleagues will learn:
This audio conference was recorded on Thursday, February 7, 2008 About Your Speaker: Marie Burke Kenny, Esq., is a partner in the San Diego, California, office of the nationwide law firm Luce, Forward, Hamilton & Scripps, LLP. She represents employers in federal and state court litigation involving wrongful termination, discrimination, harassment, retaliation, unfair competition, and wage and hour claims. The former co-chair of the labor and employment law section of the San Diego County Bar Association, Kenny lectures frequently on a wide variety of employment law issues, and she is an adjunct professor of employment law San Diego State University. She earned her law degree from the University of San Diego. Approved for Recertification Credit This program has been approved for 1.5 recertification credit hours toward PHR and SPHR recertification through the Human Resource Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI homepage at www.hrci.org.
 Includes FREE CD with 25 role plays from the popular first volume-50 total role plays! Updated with 25 new role plays not covered in the first volume, the latest edition of the popular 25 Role Plays to Teach Negotiation will inspire you to think and act like a negotiation expert. If you're a management training and development specialist who needs one or two role-plays to use in a negotiation program, this book's a must. The book provides the opportunity to practice the behaviors used most frequently by successful negotiators-including questioning, clarifying, checking for understanding, summarizing and active listening. Each of these role plays is based on a unique approach to negotiation embracing three critical concepts:
Try out new behaviors that will help you:
Sample role-plays:
 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
Program includes: DVD (39 mins)
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:
 Customer Favorite! Add new life to your training programs! Here's a collection of 75 games that will reinvigorate any training session. There is something here for every trainer and every training situation - from light-hearted energizers to thought-provoking closure activi ties. The games are based on current trends in the world of training, so they're sure to be a relevant accompaniment to your current training programs on team building, diversity issues, leadership, change, and more! Training Methods
Topics Include
 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:
 Communicating Respect In a Diverse Workplace is a unique and comprehensive approach to the issues of communication, diversity, conflict-management and teamwork. Let's Get Together uses cues, verbal and non-verbal signals, as a jumping off point to discuss four easy-to-remember tools--Compassion, Unity, Empathy and Sharing. Friendly hosts guide viewers through four illustrative scenarios that offer before-and-after looks at how these four principles can help solve workplace problems and create a positive and productive workplace! This unique approach is a must-have for any organization looking for a synergistic and comprehensive way to explore communication, diversity, conflict-management and teamwork! Also included: DOING OUR PART: This 4-minute program is an introduction to understanding our own and responding to others’ verbal and non-verbal signals, using Compassion, Unity, Empathy, and Sharing. A short but comprehensive and powerful tool, DOING OUR PART teaches us about communication, teamwork, problem-solving, and productivity. This unique and visually arresting program emphasizes the personal responsibility we all share for creating a unified and respectful workplace. A LOOK INSIDE OURSELVES: A 4-minute stand-alone or companion piece to DOING OUR PART, this program reinforces the concepts of Compassion, Unity, Empathy, and Sharing, but is unique in that it asks us to examine our own roles in creating a unified, productive, and happy workplace. This program is a great jumping off point for both personal introspection and serious discussion. Beautiful and uplifting, A LOOK INSIDE OURSELVES opens the door to productive discussions about our individual contributions and responsibilities—in the workplace and in life. Key Learning Points
Program Includes: Let's Get Together 22 Minute DVD, Valuing Our Workplace (two DVDs), Facilitator's guide, Reproducible Particpant Materials & PowerPoint Presentation on CD-ROM plus 50 Pocket Reminder Cards
 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:
7/27/2010 - Live Audio Conference This training session will teach you to maximize the advantages of employees working remotely to produce excellent and on-time project results!
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