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 Best Sellers Govenment & Healthcare Version also Available! This course is also available for online training, see details below. These days, coaching isn't only the responsibility of the manager. Any team member may be called upon to coach a coworker. This video walks viewers through the practical steps to increasing success for coaches and learners in any organization. You'll visit an accounting office, a factory and service center as workers resist and stumble through the coaching process, finally learning to create positive outcomes. This important training tool explores the perspective of both coach and learner. You will watch purchasing administrator Wes try to move Peggy from one-on-one vendor ordering to an online purchasing system. His incomplete coaching results in an ordering snafu on Peggy's part. Ultimately they learn to work together to make the coaching process successful. In the factory, shop foreman Michelle enlists Hector to help a coworker increase productivity. Hector's not too keen on losing his own time on the line but in the end sees that teaching Arnold what he has learned over the years not only improves his coworker's skills and efficiency, but increases the entire shop's productivity. At the service center, veteran service representative Todd is none too pleased to have a freshman rep assigned to coach him on calls. His defensiveness and stubbornness make it difficult for him to take Vicki's suggestions but Vicki's coaching allows him to see how his technical proficiency could be balanced with a greater sensitivity toward client needs. You will watch the evolution of these encounters, skipping from one scenario to the next as each pair illustrates the skills necessary for successful coaching. Includes: 18 minute DVD or VHS and Leader's Guide 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
 Best-Seller! Government version also Available “Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before! Who Cares?, the new training program that can play a critical role in giving your organization just such an advantage! We’ve identified and illustrated the four simple but critical cornerstones of excellent customer service:
In reality, most customer service representatives really do care. But they often neglect, or fail to remember those basic behaviors that send that caring message to your clients. It’s also too easy for them to forget the important role they play in your organization’s success. Who Cares? provides both the information and inspiration your staff needs to provide winning customer service. Program Synopsis: An engaging host provides narration between a wide variety of realistic and thought-provoking customer service scenes. The viewer is reminded to put themselves in the customer’s shoes as “wrong way” and “right way” service examples are provided. Retail, hospitality, food service, banking and government settings along with man-on-the-street commentaries provide an informative and fast-paced training experience. Program Includes: A 21 minute DVD or VHS video, comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Who Cares?, handbook and leader’s guide.
 Best-Seller! This program is a 2 DVD set that includes the following programs: Harassment & Diversity: Respecting Differences — Manager Version (20 minutes) Harassment & Diversity: Respecting Differences — Employee Version(16 minutes)
Conquering Difficult Conversations: A Supervisor’s Training Series - Video $699.00 [Add to Cart] [View Cart]  Help supervisors conduct difficult conversations with confidence through Providing Performance Coaching. Without this type of training, situations can escalate and lead to repercussions such as legal action and litigation. Giving feedback to employees can be tricky. No one likes to discuss negative feedback, and because we don’t normally focus on positive feedback, it can be uncomfortable as well. This program addresses giving employees honest feedback using a performance coaching environment. Supervisors will learn to give direct, tactful and honest feedback to employees, whether it is performance improvements or praise. In addition, the video features advice from industry professionals, including labor law attorneys, social psychologists, and professors of Human Resources. Providing Performance Coaching also includes the following:
 Best-Seller! Who said you shouldn’t sweat the small stuff? What if those small things undermined morale and reduced productivity? This diversity program, Drop by Drop, demonstrates how the small slights, subtle discriminations and tiny injustices can add up to big problems in your workplace! These little negative gestures are called “micro-inequities” and they occur in organizations every day. These small communications of disrespect, prejudice and inequality aren’t overt, but they can be incredibly destructive. A poison in the workplace that isn’t delivered in a bucket, but takes its toll drop by drop. The program opens with an unhappy ending – the resignation of a frustrated employee. We then explore the workplace responsible for creating this situation. The program’s host engages and challenges the viewer with his strange perspective on our insensitive behaviors. He walks us through several examples of micro-inequities that could easily be avoided and then shares the key concepts for creating an inclusive and productive work environment: Put a stop to the disrespectful little “paper cuts” co-workers unknowingly inflict upon each other. Raise awareness and emphasize the importance of maintaining a thoughtful and respectful workplace with Drop by Drop. Key Learning Points:
Includes: A 19 minute DVD (English and Spanish versions – many also include Portuguese), comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Drop by Drop Handbook
 In this program, a newly promoted team leader learns that giving leadership away is not as easy as it seems. Used to making decisions himself, he starts making decisions for the team, inadvertently preventing them from doing their jobs. And when he does try to share responsibility, team members are not always willing or able to take on the task. The solution comes surprisingly from a jar of Legos and some unconventional advice. They provide him with the direction he needs to begin sharing leadership and fostering everyone's potential. Package Includes: 19 minute DVD or Video, 28 page comprehensive training leader's guide with reproducible worksheets. DVD contains PDF version of leader's guide and supporting PowerPoint graphics. (Guide and PowerPoint files also available as a download.) DVD is subtitled.
 Produced - 2009
Harassment Hurts: It's Personal explores the pain and cost of harassment, covering such topics as age, race, sexual orientation, political affiliation, pregnancy, ethnicity, sexual harassment and much more. This program explains harassment and uses personalized stories and detailed legal and policy definitions to cover all types of harassment in organizations and workplaces. Harassment hurts us all--from individuals to entire companies--and Harassment Hurts: It's Personal is a comprehensive program under twenty minutes that explores issues of harassment, their ramifications and their remedies. Key Learning Points: Program Includes: DVD, Meeting Opener DVD, Leader's Guide, Reproducible Participant Materials & PowerPoint Presentation on CD-Rom. Length: 16 minutes
What can leaders do to regain trust? This DVD provides realistic methods for rebuilding trust and reestablishing employee involvement. Today's LEADERSHIP: What's Trust Got To Do With It? tells the story of a team leader who learns that trust is the foundation of leadership. Using three trust building behaviors: openness, credibility and trusting others, he gradually regains the trust and active participation of his work team. Rebuilding trust, as demonstrated in the video, requires time and consistency. As Sid, the video's mentor says, "Trust is like money. It's tough to get and easy to lose." And without trust, leadership is not possible. Includes: Comprehensive 28 page leader's guide with reproducible worksheet.
 So HELP Me” (Supervisor Edition) takes a fresh look at customer service by showing the direct connection between a supervisor's behavior and the way employees treat customers. When employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth. “So HELP Me” (Supervisor Edition) demonstrates supervisory practices that facilitate excellent customer service. The result is not only a better service provider, but also a loyal and satisfied customer. Includes: 28 page comprehensive training leader's guide with reproducible worksheets. DVD contains PDF version of leader's guide. (Guide and PowerPoint files available as a download.) VHS is closed captioned - DVD is subtitled.
 WINNER of the Cindy Award - Best Training Program! What distinguishes You Can STOP Harassment is its positive message. The programs in this series are not about pointing fingers and assigning blame. We all share responsibility for stopping workplace harassment. It isn’t easy work. The reasons for harassment are many and the roots run deep. Working together, however, we can make great progress toward creating workplaces where people feel safe, valued and free to do their best work. Program Objectives You Can STOP Harassment is intended to encourage employees, supervisors, team leaders and managers in public and private sector organizations to take responsibility to help end all forms of harassment in their workplaces. After viewing Program 1, Taking Responsibility, and working through the printed support materials, participants should understand…
In addition to the objectives above, after viewing Program 2, The Responsible Leader, and working through the printed support materials, participants should understand...
We recommend supervisors and managers view both programs in the series. Program Contents You Can STOP Harassment is comprised of short dramatizations that explore harassment issues that are common within organizations. Each scenario is analyzed by a diverse group of legal, human resources and communications experts. These practitioners discuss the significance of the dramatization and suggest guidelines when encountering a similar situation. Several scenarios are "rewound" and played again, modeling appropriate, respectful communication. Program 1 Scenarios (26 minutes):
Program 2 Scenarios (25 minutes):
The online steamed video training options makes it is easy for you to deliver video to any employee’s desktop at any location with web access. The online program includes:
 This new plug-and-play professional quality audio presentation does the talking for you. You get a complete, comprehensive training library with both visuals and audio, as well as training reinforcement materials-quiz, handout, interactive exercises, and more!
This 25-Title Library covers all the topics you need to keep your employees up to date on their OSHA training. These courses can be used as self-directed courses or in a classroom setting for ultimate flexibility. Each title features: Titles include: Free Shipping!
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