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Subjects: Communication

  • Telephone Courtesy Pays – Trainer’s pack

    Module includes a comprehensive trainers manual and materials to train 25, featuring participant checklists and role-play exercises.

  • 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.

  • The Art of Resolving Conflicts in the Workplace

    Growth and change can produce contention and conflict. Watch how others smooth office conflicts and put good business back in the forefront. Objectives: To establish professional techniques for resolving disputes and refocusing on business issues. Viewers will learn to:
    Set limits that build mutual respect; Use key words and phrases that establish a spirit of cooperation; Build win/win relationships; Minimize manipulation, stereotyping, harassment, and intimidation; Deal with non-performing co-workers; Resolve conflicting job assignments. Includes free study guide and extra study guides are available for purchase.

  • The Art of Resolving Conflicts in the Workplace – Study guide

    This study guide covers the principles of conflict resolution and is a compliment to The Art of Resolving Conflicts in the Workplace video.

  • The Art of Resolving Conflicts in the Workplace – Instructor’s Manual

    This instructor’s manual covers the principles of conflict resolution and is a compliment to The Art of Resolving Conflicts in the Workplace video.

  • Be Prepared to Speak – Study guide

    This study guide covers the principles of public speaking and is a compliment to the Be Prepared to Speak video.

  • Be Prepared to Speak – Instructor’s manual

    This instructor’s manual covers the principles of selling and is a compliment to the Be Prepared to Speak video.

  • Be Prepared for Meetings – Instructor’s manual

    This instructor’s manual covers the principles of meeting preparation and is a compliment to the Be Prepared for Meetings video.

  • Be Prepared for Meetings – Study guide

    This study guide covers the principles of meeting preparation and is a compliment to the Be Prepared for Meetings video.

  • Cultures in Conflict

    This five-part series in English and French travels across North America and Europe to investigate how intercultural conflict can become either a basis for violence, or the source of profound creativity. Hosted by Professor Roger Parent of the Campus Saint-Jean, University of Alberta, this series uses historical footage and current events to illustrate key concepts and techniques with respect to cultural analysis and intercultural communication.