Diversity Training Scenes is intended to provide trainers, managers and employees with powerful tools that can stimulate discussion and promote behavioral changes around the issue of diversity in the workplace. The training scenes can encourage dialogue that will bring race, gender, sexual orientation, age, religion, physical ability and other diversity issues out into the open where they can be effectively addressed.
Producers: Quality Media Resources, Inc.
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Diffusing Hostility – Customer Service Training Scenes
Diffusing Hostility – Customer Service Training Scenes is intended to provide trainers, managers and employees with powerful tools that can stimulate discussion around the complex issues of dealing with hostile customers. The scenes will help customer service personnel develop skills to calm difficult situations, win the customer back into a respectful relationship, identify where organizational procedures negatively impact customer service, provide positive alternatives for angry customers, and know when a hostile customer crosses the line and becomes a safety risk.
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The Respectful Workplace – Conflict Resolution Training Scenes
The Respectful Workplace – Conflict Resolution Training Scenes is intended to provide trainers, managers and employees with a resource to use in developing conflict resolution skills. The scenes will help employees and supervisors diffuse difficult situations, avoid escalation, improve individual and team performance, and know when a hostile interaction crosses the line and becomes a safety issue.
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Leading the Change
This program developed for organizational leaders is divided into major concept themes, and each of the segments is tied together by an animated folktale. With this video, a distinguished collection of practitioners and researchers, leaders on change, join in conversation with CEO’s, managers, line workers and consultants. They share their vision of how we can most benefit from the turbulent process we find ourselves in.
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Preventing Sexual Harassment
Looks at four common patterns of inappropriate behavior, the habitual harasser, the smitten harasser, the bully and the jilted harasser. How we respond to harassment will be most effective when we recognize why the behaviour is occurring. This program arms employees with information and insights to help them determine the best way to get the behaviour to stop. A series of dramatizations bring each pattern to life. Attorneys, human resource professionals and a troupe of exceptional actors take us through the legal, psychological, cultural and moral issues.
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Responding to Sexual Harassment
This is an extension of the first program in both style and content, and we recommend that managers view both parts of the series. Program 2 examines the legal liability issues and questions of personal responsibility that managers and supervisors must face. Using dramatizations, we explore different patterns of how managers often respond to sexual harassment incidents, including the ostrich, the chameleon, the wounded tiger and the mother hen and present more effective alternatives. Finally we discuss how incidents should be investigated and best resolved.
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Rights & Responsibilities
Program 3, is a brief introduction to the issue of sexual harassment prevention intended for new employees. This orientation program describes what sexual harassment is, how it is damaging to the person being harassed, the harasser, the workgroup and the organization, and what an employees rights and responsibilities are in this area.
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Opening the Right Doors
Teaches employees skills for dispute resolution and diffusing hostility. We learn to take responsibility for eliminating intimidation, bullying and harassment from our workplace culture.
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Diffusing Hostility through Customer Service
This program takes a strong customer service training approach to the issue of working with hostile customers. Important communications skills are taught which will help employees turn difficult customer service challenges around. However, where abusive customers cross the lines of acceptable behavior, employees are empowered to put their physical and emotional safety first.
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Managing Harmony
Defines the role leaders must play in creating and supporting a non-violent, respectful workplace. We explore the organizational costs of inappropriate behavior, diffusing hostile situations, aligning policy and behavior with the organization’s values, how conflict can be a positive force, and the organization’s responsibility to provide effective avenues for dispute resolution.