Our 22-page guide is a valuable take-away for employees who need to learn how to manage stress. The booklet includes exercises to help individuals identify the stressors in their own lives, and provides examples of how to use avoidance, short-circuiting, and mitigation to reduce the negative impact of stress.
Grade levels: Adult
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Focussing on Ability
Focussing on Ability, is an overview of the Title I provisions of the ADA. These are the sections of the law that impact the employment relationship between current and prospective employees with disabilities and their employers. A handout page of notes is included with the program.
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Reasonable Accommodations
Reasonable Accommodations, is an exploration of the heart of the ADA – accommodating persons with disabilities and integrating them into the workforce. A handout page of notes is included with the program.
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3 Steps to Ethical Decisions
This program introduces the process. We hear from a former Enron executive as well as six ethics experts who discuss the pressures people can feel that may lead them to make poor decisions. We explore the importance of being aware of our core values as well as the standards of behavior expected by our organizations and our communities. Most importantly, we learn the 3 steps we can each take when faced with a tough ethical choice to help us make the best possible decision. These are: The Compliance Test; The Ripple Effect; The Gut Check.
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Ethical Situations to Consider
This program presents us with 8 dramatized scenarios. These stories represent familiar ethical issues most of us will face at some time. By discussing these situations and applying the 3 Steps process in each case, employees gain valuable practice and reinforcement.
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Communicating in a Diverse World
This program discusses the following: 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.
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Dialogue for Cultural Understanding
This program applies the skills of dialogue outlined in Program 1 to challenges faced in culturally diverse work environments. Presents a dramatization that demonstrates how dialogue can be used to open communication, uncover hidden assumptions, break down stereotypes and facilitate more productive relationships.
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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.
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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.