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 Best Sellers Government Version also Available Free Online Preview “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.
 Improve your management team with the new Manager's Library. Comprised of 10 DVDs, 10 CD audios, and 10 books, this library will help your managers get the needed jump on the competition. Your cost $999.50! If you were to buy these programs individually the total would be $1,299.50. Buy the complete library and save $300.00! The Manager's Library includes the following titles:
Information about each program may be found under the individual listing on the website.
 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 Conducting Layoffs and Terminations. Without this type of training, situations can escalate and lead to repercussions such as legal action and litigation. Letting an employee go – whether through layoff or termination – is never an easy task. Through this video, supervisors learn to handle this process effectively for the best interests of all involved. By demonstrating effective and ineffective examples of handling tough situations, the training program teaches supervisors to address layoffs and terminations 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. Conducting Layoffs & Terminations also includes the following:
 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:
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:
 New 2008 Release! Diversity: Face to Face is an innovative and unique training program that explores four main aspects of diversity in the workplace—stereotypes, similarities, unity and benefits—by listening to the stories and thoughts of characters who actually live and work in a diverse world. Through their eyes, we learn why diversity is so important, and are given the definitions and tools to understand more deeply our own roles in diverse workplaces, from smaller organizations to larger corporations. Everyone plays an important part in the complex mosaic that is our diverse world. Includes 4 minutes opener/closer - Opening Lines: Facing Diversity Key Learning Points
Program Includes: DVD includes full length program plus OpeningLines: Facing Diversity (opener/closer), Leader's Guide, Reproducible Participant Materials, PowerPoint Presentation on CD-Rom and 25 Pocket Reminder Cards Length: 18 minutes plus 4 minute opener/closer
 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
 Released - 2005 Harassment represents one of the most destructive workplace issues faced by public and private employers today. Now more than ever, it's important to train all personnel to recognize the various forms that harassment may take and implement measures to prevent it in your organization! Harassment Is offers realistic scenarios representing many different forms of harassment based on sex, age, race, disability, religion, and sexual orientation. Each harassment situation is presented by an on-camera host who adds additional content and insights to enhance the comprehension and retention of this critical information. Harassment Is will raise awareness regarding harassment and explain the do's and don'ts of creating a respectful work environment for everyone. Harassment Is will help employees learn how to...
Program includes: A 22 minute DVD or video, 10 Harassment Is Employee handbooks, leader's guide with customizable Harassment Is PowerPoint
Online Training Pricing Option:
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.
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