Summary: Everyone talks about "customer service." What is it, and why is it so important? As the frontline employee, the customer service representative is the most valuable and visible person to the customers-the one they go to first for every type of information and assistance. In this program, viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Structured around a Bad Boss Quiz, this lively program asks some tough questions about managers while suggesting ways to deal with those who are less than perfect. In addition, a series of Boss Boot Camp segments spotlight a management coach assisting an up-and-coming hotel manager in determining his weak points as a boss and overcoming them. Commentary by Shaun Belding, author of Winning with...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: Have you ever tried to define "leadership"? How about identifying the skills of a good leader? In this video, one young executive must tackle this difficult task through an assignment from his CEO. By working around the clock, he gains valuable information on leadership skills from some very unexpected sources. Viewers learn how styles of leadership differ, skills that make a good leader, how...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: Presentations, reports, video conferences, e-mail, telephone calls-more than ever, excellent communication skills are a prerequisite for entry into all sorts of careers. This video provides guidance in strengthening both verbal and nonverbal communication. The importance of carefully targeting the message to be conveyed, minimizing outside distractions, listening attentively, and developing an...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Which part of a company has the most impact on product design? On employee training? On forming relationships with customers? This business case study addresses those questions by examining the needs, strategies, and goals of a major corporation's departments. Going behind the scenes at Holden, a thriving General Motors subsidiary, the program features interviews with managers and directors in...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: The secret to presenting a professional image goes much deeper than external appearances. This video investigates not only the visible factors of proper attire and hygiene, but the issues of attitude, professional self-esteem, familiarity with technology, and knowledge of business trends as well. The image a person communicates through written correspondence and in after-hours settings is also...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: There is little doubt that e-mail is an extremely useful innovation that has changed, and continues to change, the way we communicate. However, the fact that e-mail is different from both voice- and paper-based communication can be a source of frustration for many people. This program gives viewers an understanding of the conventions that have been developed by e-mail users over the years to...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don'ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail....
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in wide range of occupations. Key elements of successful problem solving, such as staying focused, collecting all of the pertinent data, examining the situation from multiple perspectives, and knowing when to ask for...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: This video provides students with the basic skills needed to handle all types of business telephone communications. Shows the viewer how to deal with the proper procedures for answering the telephone, taking messages, screening calls, and handling irate callers. Presents the steps for placing calls, including a brief look at the telephone directory, local and long distance calls, efficient use...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: This program begins with a look at some of the most basic yet most important of all job skills: being punctual, dependable, and positive; dressing appropriately; and abiding by company rules. Next, the art of organizing tasks and work areas is demonstrated, as viewers learn how to make folders for filing, compile a "to do" list to help control work flow for the day, and much more. Voicemail and...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: This video teaches beginning workers how to provide good customer service through maintaining a good attitude, projecting positive body language, using the correct tone of voice, and developing rapport with the customer. Also explains and demonstrates proven techniques to placate angry customers. Better service leads to customer satisfaction and is good for both the career of the capable...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: The ability to defuse confrontation and arrive at a solution that is acceptable to everyone involved is a quality that all employers value. This video illustrates how to courteously resolve office conflicts by depersonalizing them, opening the lines of communication, and examining all options in order to come to an agreement. Brainstorming with coworkers is presented as a means of developing...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Poor stress management, stemming from factors such as impending deadlines, work overload, and procrastination, can lead directly to burnout, one of the top reasons for quitting a job. This video identifies workplace stressors and offers guidelines for reducing their impact to a safe level. Proven principles of stress management, including proper nutrition, adequate rest, and non-work-related...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Managing a schedule, like comedy, is just a matter of timing. This "how-to" program takes a look at setting priorities, assessing available time, getting organized, managing interruptions, setting a daily schedule, and more. A stand-up comedian introduces each section with his own wacky perspective on time management. The humor and information in this video are sure to please everyone. Help...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005