Good teams build involvement, improve communication and cooperation, and generate innovative business solutions. They streamline decision-making and expand competencies. Learn how to:identify appropriate team projects; select the right team participants; nurture teams through development stages; define team members’ roles and responsibilities; help build team identity. Use this video to assure that all your employees know both what to expect from teams and what their teammates will expect from them. Includes free study guide and extra study guides are available for purchase.
Countries: US
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Telephone Courtesy: You Are the Company
This concise, 12-minute program will assure that everyone who picks up the phone in your office or business knows how to demonstrate good telephone courtesy and understands how important the telephone image you project can be to your business. Learn how to: Answer correctly; Politely ask a caller to hold; Take accurate messages; Assure callers that they are being listened to; Transfer and forward calls; Leave recorded messages. “Telephone Courtesy: You Are the Company” is a quick, efficient way to ensure that your organization always projects a responsive, professional image.
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Telephone Courtesy Pays
Learn how to: Handle multiple calls; Transfer calls; Solve communication problems; Resolve problems; Take clear messages; Use voice mail effectively. Excellent telephone skills increase customer satisfaction and assure that you won’t miss important business opportunities. Be confident that your company is presenting a professional telephone image.
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Telephone Courtesy Pays – Trainer’s pack
Module includes a comprehensive trainers manual and materials to train 25, featuring participant checklists and role-play exercises.
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Telephone Customer Service-Basic and Advanced CSR Skills
If you need a heavy-duty video that covers all aspects of telephone selling and customer service, this is your tape. The scene is a call center. Viewers watch as this very challenging job is broken into ten skill sets: 1. Listening effectively; 2. Extending common courtesy; 3. Avoiding the wrong impression; 4. Using the customer’s language; 5. Gathering customer information; 6. Satisfying the angry customer; 7. Managing technology; 8. Writing effective email; 9. Preparing a mental script; 10. Closing the conversation. Each of these skill sets is explained carefully with examples, and useful hints. Use the whole video as an overview, or create a training session based on just one or two of the skill sets as needed.
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Safe Hiring: How You Can Avoid Bad Hires – Study guide
This study guide covers the principles of hiring effective employees and is a compliment to the Safe Hiring: How You Can Avoid Bad Hires video.
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Unsolved Accidents
A warehouse worker carrying a box slips in a spot of oil, and breaks his wrist. At first it seems like an open and shut case. But further investigation shows that this accident was actually the result of a number of small shortcuts. This concise tape packs a real punch. Viewers see that this kind of accident could happen anywhere, and the contributing factors are commonplace. Use this video to start a serious discussion on safe behavior, plant rules, and group responsibility for maintaining a safe workplace.
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Serving Customers – Helping People
The basis of great customer service is “people helping people”. Remember that the customer in front of you, or on the other end of the phone line, is a person just like yourself. Make your customers feel welcome, ask and listen, give your undivided attention, go the extra mile, show you appreciate your customers’ business. You’ll learn these five rules for better customer service by watching them in action within a dental office, auto dealership, and a hardware store. You’ll also view scenes in a medical practice and a utility company depicting do’s and don’ts for great telephone customer service.
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Sexual Harassment: Serious Business
Sexual harassment videos are tough to make: the acting can be forced, the scenarios unrealistic. This award-winner is the exception. You’ll follow five realistic story lines:
Stories 1 and 2: Tina’s a chatterer, and the department is getting tired of overhearing her graphic phone calls as she brags about her active social life. Meanwhile Jason’s using the fax machine to send explicit cartoons. Viewers learn that a “hostile work environment” can be created even if the behavior is acceptable to the intended recipient.
Story 3: Linda’s been flirting with Stan. Watch as this leads to unwelcome sexual conduct, and an environment that disrupts the rest of their team.
Story 4: Ed indicates to Janice that her job depends on her willingness to date him-a classic case of “quid pro quo” harassment.
Story 5: Saundra makes a claim of harassment to get even with her boss for not giving her a promotion. But the investigation soon develops into a case of wrongful allegations.
These vignettes present realistic scenarios. Some problems solve themselves through communication, but others result in serious consequences.
Teach employees: why preventing sexual harassment helps everyone; how to respond to quid pro quo harassment; how to confront harassers and tell them to stop unwelcome behaviors; the negative impacts of workplace flirtations; proper procedures for reporting and investigating complaints; the consequences of false accusations. Includes free 16-page leader’s guide. -
The Stanford Video Guide to Financial Statements
Financial statements need not be an impenetrable web of numbers. Analysis can be both simple and logical. Whether you are an investor, lender, supplier, customer, or acquirer, basic financial analysis can save you painful losses and win you big profits. Professor George Parker provides both line-by-line explanations of the three key financial statements used by US companies and logical, common-sense approaches to interpreting what they reveal about value, profitability, and ability to pay bills. The Balance Sheet: What does this company own?; How much debt is it carrying?; How much money have investors put in? The Income Statement: What is the sales volume?; What kind of expense is the company incurring?; How much money is the company earning?; Which income figure should I look at: operating income, income before interest and taxes, or net income? The Cash Flow Statement: Will this company be able to pay its bills?; Where’s their cash flow coming from? Includes free study guide and extra study guides are available for purchase.