Begins by dispelling some of the mythology that surrounds people who are young, old or differently abled. We evaluate our fears and look at how we can integrate all qualified employees regardless of age or physical ability.
Producers: Quality Media Resources, Inc.
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The 5 Values of GREAT Customer Service
This program opens with a series of 5 dramatizations. Each of these underscores one of the following values that will be explored: Show Respect; Personalize; Pay Attention; Show You Care; Advocate. The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for; Greet all customers & make them feel comfortable; Respect cultural & other personal differences; Evaluate how your customers want to be served; Adjust your approach to match your customer’s needs; Thank your customers for their business.
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Leadership Is…
This first capsule is the overview module. Here we explore the language and concepts of leadership. Topics include: what is a leader; leadership and management; who can be a leader; becoming a leader; leaders and followers; why lead.
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The Leader as Coach
This capsule investigates the coaching skills which are vital to any organization’s learning and success. Topics include: coaching in the 21st century organization; what does a coach do; effective coaching; who can coach whom; the leader as coach.
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Gender and Sexual Orientation Workplace Issues
Begins by dispelling many of the popular stereotypes about men and women, gays and lesbians. We discuss what is acceptable workplace behavior and the fears and concerns that challenge mutual respect and lead to conflict.
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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.