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MENTORING SKILLS (1-Part Series)
WINNER of International Telly Award in the Training
Category and “Platinum Best of Show” from the Aurora Awards
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1.
INSIGHTS TO
BETTER MENTORING
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Mentoring is critical in today’s organizations, but how do
you learn to be a better mentor? What about the people being mentored – the
mentees? How can they maximize the benefits of the time they invest?
“Insights to Better Mentoring” is an educational program that presents four
successful mentors and their mentees in a revealing and insightful expose’ of
what works best in these complex but essential relationships. The four
pillars of effective mentoring are presented. The pillars provide insight to
improve any mentoring relationship within the organization. We explore the
fundamentals that make these relationships more rewarding.
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26 Minutes
Comprehensive Facilitator’s Guide,
PowerPoint, Reproducible Handouts, and program transcripts
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GENERATIONAL ISSUES (2-Part Series)
This new generation (also known as Gen
Y, Millennials, the Internet Generation…) is fresh, energized and smart – in
short, they’re AWESOME.
WINNER of International Telly Award in
the Training Category
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2.
AWESOME!
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“AWESOME!” is
one program in 2 parts. Part 1, “A New Generation at Work”, presents 24 Gen Y
employees from all employment sectors (finance, government, education,
technology, manufacturing, service, hospitality, etc.) providing insights
into who they are, how they think, and what they need to succeed. Part 2,
“Engaging Gen Y”, presents the perspective of current managers and business
owners. Taken together, these two 10-minute videos provide a complete
training that is enlightening, energizing and entertaining.
This is a
timely new release. Gen Y began entering the workforce just a few years ago
but will constitute 38% of all employees by the year 2011. By some measures
they are the largest generation in history and their impact on all areas of
the economy will be enormous. At the same time, this generation is culturally
different and often misunderstood. “AWESOME!” seeks to help organizations
bridge these differences and maximize the effectiveness and productivity of
their younger employees.
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20 Minutes
Comprehensive Facilitator’s Guide,
PowerPoint, Reproducible Handouts, and program transcripts
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SEXUAL HARASSMENT
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PATTERNS
(3-Part Series)
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Patterns is intended to
explore the behavioral side of sexual harassment, arming employees and
managers with the tools they need to effectively prevent incidents in the
first place, and to respond appropriately when they either feel harassed or are
aware of harassment occurring.
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3.
PREVENTING SEXUAL HARASSMENT
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Looks at four common patterns
of inappropriate behavior- the habitual harasser, the smitten harasser, the
bully, the jilted harasser. How we respond to harassment will be most
effective when we recognize why the behavior is occurring. This program arms
employees with the information and insights to help them determine the best
way to get the behavior 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. Also AVAILABLE in SPANISH.
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26 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and transparencies and PowerPoint
Slideshow
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4.
RESPONDING TO SEXUAL HARASSMENT
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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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26 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and transparencies and PowerPoint
Slideshow
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5.
RIGHTS AND RESPONSIBILITIES
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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, and the work group
and organization, and what an employees rights and responsibilities are in
this area. Also AVAILABLE in SPANISH.
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10 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and transparencies and PowerPoint
Slideshow
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6.
PATTERNS INTERACTIVE LEARNING
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Interactive, e-learning version of PATTERNS
(programs 1 & 2). This will include the full video for the programs but
also integrates the handouts and other support materials and includes periodic
quizzes in addition to the final post-test. It will take about 2 hours to
take the programs, meaning this program will fully conform to California’s AB1825 requirements (2 hours of training with interactivity). The new courses
will be SCORM compliant, as are our Streamed Learning programs.
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2 Hours
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WORKPLACE HARASSMENT (2-Part Series)
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YOU CAN STOP HARASSMENT
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You Can Stop Harassment is intended to encourage
employees, supervisors, team leaders and managers in public and private
sector organizations to take responsibility to help end all forms of
harassment in their workplaces. Also AVAILABLE in MULTI-MEDIA VERSION.
WINNER of the Cindy Award “Best Training
Video”
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7.
TAKING
RESPONSIBILITY
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Understand…what
illegal harassment is and its impact at work, the need to support our
co-workers in facing up to harassment, how to confront harassment to make it
stop, how to defuse disrespectful or harassing situations, that not all
harassment is intentional, that it’s the impact of our behavior that counts,
not our intentions, the importance of setting appropriate boundaries. Also
AVAILABLE in SPANISH.
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26 minutes
Comprehensive Facilitator’s Guide,
Reproducible Handouts
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8.
THE
RESPONSIBLE LEADER
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Understand…the
importance of modeling appropriate behavior, the liabilities managers and
organizations face, how to handle a harassment complaint, the danger of
retaliation.
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25 minutes
Comprehensive Facilitator’s Guide,
Reproducible Handouts
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ETHICS (2-Part Series)
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COMPLIANCE IS JUST THE BEGINNING
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How do you make better ethical
decisions at work? Just because a particular choice is legal does not
make it right. Seeing legal compliance as the goal of ethics rather than the
starting point can lead to poor decision making with disastrous consequences
for the individuals involved and their organizations. Compliance is
essential, but it's not enough.
WINNER of International Telly
Award in the Training Category
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9.
3 STEPS TO
ETHICAL DECISIONS
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This film 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: 1) The Compliance
Test 2) The Ripple Effect 3) The Gut Check
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24 Minutes
Comprehensive Facilitator’s Guide,
PowerPoint, Reproducible Handouts
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10.
ETHICAL
SITUATIONS TO CONSIDER
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This video program presents us with eight 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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32 Minutes
Comprehensive Facilitator’s Guide,
PowerPoint, Reproducible Handouts
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E-MAIL AND THE LAW (1-Part Series)
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11.
E-MAIL ESSENTIALS
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Organizations
and individual employees are facing litigation arising out of the illegal use
of their e-mail systems. Messages that employees thought had been deleted are
being discovered in back-up tapes and elsewhere by high tech detectives and
used as evidence in lawsuits. Productivity that is supposed to be enhanced by
the speed and power of e-mail is, in many organizations, being negatively
impacted as employees use their e-mail for personal communication, to run
their own private businesses, to send jokes (some of which are inappropriate
or offensive) to their co-workers or to "flame" those they don’t
like. Available in public management version, public employee version,
private management version, private employee version, and network ready
multimedia version.
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24 -29 Minutes
Reproducible User Guide and
Facilitator’s Guide
Reproducible Participant Handouts
Bibliography, E-mail Etiquette
Dictionary, Discussion Questions and Exercises.
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COMMUNICATION SKILLS (4-Part
Series)
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DIALOGUE—NOW YOU’RE TALKING
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Dialogue—Now
You’re Talking explores the six basic rules of dialogue and provides
practical video-based examples and training exercises aimed at helping to
implement dialogue in your organization.
“Best Training Video of 2004”- –Training
Media Review
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12.
COMMUNICATING
IN A DIVERSE WORLD
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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); and Discovery (uncovering and sharing
hidden assumptions in yourself and others) are included in this program.
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. Also AVAILABLE IN SPANISH.
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25 Minutes
Facilitation Guide with
Reproducible Participant Handouts & PowerPoint Slideshow
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13.
DIALOGUE FOR
CULTURAL UNDERSTANDING
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We apply the skills of
dialogue outlined in Program #5 (above) to challenges faced in a
culturally-diverse work environment. We see 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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24 Minutes
Facilitation Guide with
Reproducible Participant Handouts & PowerPoint Slideshow
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14.
DIALOGUE
BETWEEN GENDERS
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A dramatized dialogue shows us how the skills we
learned in Program #5 (above) can be used to overcome misunderstandings,
break down gender stereotypes and improve communications between men and
women at work.
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21 Minutes
Facilitation Guide with Reproducible Participant Handouts
& PowerPoint Slideshow
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15.
DIALOGUE
AMONG GENERATIONS
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We demonstrate how the skills of
dialogue can be used to bridge the personal and professional style
differences that exist between employees of different ages. We uncover how
divergent personal and world views common to people of different generations
can lead to misunderstandings and distrust and how dialogue can help overcome
age barriers and build more productive workplace relationships.
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25 Minutes
Facilitation Guide with
Reproducible Participant Handouts & PowerPoint Slideshow
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DIVERSITY AWARENESS (4-Part
Series)
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THE DIVERSITY SERIES
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The Diversity
Series focuses on the legal, ethical and practical definitions of diversity
and addresses some of the complex issues organizations and employees face.
We explore issues of communication styles, workplace values, conflict,
stereotypes, fear and building productive workplace relationships with those
who are different from us in a variety of ways. Also AVAILABLE in FRENCH.
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16.
ON THE
THRESHOLD OF CHANGE
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We explore the definition of diversity
and how it can impact our work lives. We examine the changing workforce and
the issues these changes raise as a process - not a problem. Conflict is
viewed as an element in this process and we consider the communication skills
we need to productively navigate these changes.
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17 minutes
Reproducible
Facilitator’s Guide, Handouts and Transparencies
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17.
GENDER AND SEXUAL ORIENTATION WORKPLACE ISSUES
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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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20 minutes
Reproducible
Facilitator’s Guide, Handouts and Transparencies
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18.
RACE, ETHNICITY, LANGUAGE AND RELIGION WORKPLACE ISSUES
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Takes on the stereotypes that have
divided people for centuries. A distinguished collection of managers, line
workers and consultants share their experiences and insights.
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20 minutes
Reproducible
Facilitator’s Guide, Handouts and Transparencies
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19.
AGE AND PHYSICAL ABILITY WORKPLACE ISSUES
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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.
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18 minutes
Reproducible
Facilitator’s Guide, Handouts and Transparencies
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LEADERSHIP
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AMERICANS WITH DISABILITIES ACT
(2-Part Series)
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Americans with
Disabilities Act on video is intended to inform viewers about the
opportunities and legal responsibilities organizations and individuals face
under the Americans with Disabilities Act.
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20.
FOCUSING ON
ABILITY
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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 pamphlet prepared by the EEOC entitled
“Your Responsibilities as an Employer” is also included with the video.
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25 Minutes
Facilitation Guide with
Reproducible Participant Handouts
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21.
REASONABLE
ACCOMMODATIONS
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Reasonable
Accommodations is an exploration of the heart of the ADA - accommodating
persons with disabilities and integrating them into the workforce. We
recommend that employees view both programs in the series for the most
comprehensive training.
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21 Minutes
Facilitation Guide with
Reproducible Participant Handouts
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CUSTOMER SERVICE (2-Part Series)
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CUSTOMER SERVICE
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Customer service interactions can be complex under
the best of conditions. Add issues of language, race, gender, religion, age
or disability into the mix, and we often find otherwise competent employees
acting in ways ranging from mildly inappropriate to inexcusably rude.
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22.
5 VALUES OF
GREAT CUSTOMER SERVICE
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The 5 Values of GREAT Customer Service presents a
values-based training approach to meeting this challenge. The video
component, when taken together with the exercises and activities in the
facilitation guide, offers a comprehensive approach to developing customer
service relationships built on a foundation of respect. Also AVAILABLE in
SPANISH.
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24 minutes
Facilitation Guide with
Reproducible Participant Handouts
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23.
DIFFUSING HOSTILITY THROUGH CUSTOMER SERVICE
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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. Also AVAILABLE in SPANISH.
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25 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and Transparencies
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CHANGE MANAGEMENT (2-3-Part Series)
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THE NEW WORKPLACE
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The New Workplace has been designed to promote thinking and
discussion in a wide range of work environments, including public and private
sector organizations large and small. If a company or agency is facing change
processes stemming from technological advances, global competition,
downsizing and/or a stronger focus on meeting customer needs, it can benefit
from this training resource. Available in Union and Non-Union versions.
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24.
MAKING THE
CHANGE
25.
MAKING THE
CHANGE – UNION VERSION
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Making the
Change (for all employees) and Leading the Change (for organizational
leaders), are divided into major concept themes, and each of the segments are
tied together by an animated folktale. With both videos, 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. Also AVAILABLE in FRENCH & SPANISH.
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24 minutes
Facilitation Guide with
Reproducible Participant Handouts
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26.
LEADING THE
CHANGE
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Similar learning points are made as in the above
film, but with emphasis from the leader’s perspective. With both videos, 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. Also AVAILABLE in FRENCH, SPANISH, ITALIAN, GERMAN,
& PORTUGUESE.
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23 minutes
Facilitation Guide with
Reproducible Participant Handouts
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LEADERSHIP DEVELOPMENT (7-Part
Series)
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MILLENNIUM LEADERSHIP CAPSULES FOR
THE 21ST CENTURY
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Millennium Leadership Capsules For the 21st
Century is a SEVEN-part training series designed to assist managers,
supervisors and team leaders in their efforts to draw a bridge between the
management skills they need and the leadership concepts their organizations
are embracing. There is an additional program of Coaching and Performance
Feedback scenes to compliment the series.
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27.
LEADERSHIP
IS…
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The
overview module. You’ll explore the language and concepts of leadership.
What is a leader? Leadership and management. Who can be a leader? Becoming
a leader. Leaders and followers. Why lead? Also AVAILABLE in SPANISH &
FRENCH.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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28.
THE LEADER AS
COACH
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Investigates the coaching skills which are vital to
any organization’s learning and success. Coaching in the 21st
century organization. What does a coach do? Effective coaching. Who can
coach whom? The leader as coach. Also AVAILABLE in SPANISH.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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29.
THE LEADER AS
MENTOR
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In the fast
changing world of the new organization, mentoring has become essential for
preserving and passing down the history, culture and experience senior
managers have accumulated. Mentoring in the 21st century
organization. What does a mentor do? Effective mentoring. Getting
started. The leader as mentor.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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30.
HOW LEADERS PROVIDE
PERFORMANCE FEEDBACK
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Explores
the skills needed to support employee development in learning organizations.
Topics covered: The fear factor. What is performance? How do you best
provide performance feedback? Who should provide performance feedback to
whom? Feedback and Leadership.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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31.
BEGINNING
EMPLOYMENT RELATIONSHIPS
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The 21st
century organization requires different kinds of relationships with
employees. Employment interviews. What you need to know about…the position
you’re hiring for; the candidate you’re interviewing; Preparing for the
interview. The interview. The leader’s responsibility.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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32.
ENDING
EMPLOYMENT RELATIONSHIPS
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The reasons
why employees leave organizations are many and complex. Some are performance
related, others are not. In either case, the termination process doesn’t
have to be traumatic. Why employment relationships end. Inappropriate
termination. Alternatives. Termination procedures. After the relationship
ends.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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33.
IN COMPLIANCE
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A quick
course in the complex world of EEO compliance issues. What is EEO?
Affirmative action? Diversity? What is a protected class? Three types of
discrimination. What is harassment? The millennium leadership. Leadership
and compliance. This program is most suitable for American
Organizations.
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15 minutes
Reproducible 3-part Facilitator/
Participant Guide
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COACHING & PERFORMANCE (1-Part Series)
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34.
MILLENNIUM COACHING
AND PERFORMANCE FEEDBACK (TRAINING SCENES)
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An
additional resource for the Millennium Leadership Series (items #16-#22) that
consists of eight dramatizations. Each training scenario begins by setting
up a coaching or performance feedback situation culminating at a Decision Point.
Here you are presented three options as to how the scene should continue.
These options are then played out and the consequences of the choices made
are explored by a panel of management and human resource experts. Also
AVAILABLE in SPANISH & FRENCH.
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60 minutes
Reproducible 3-part Facilitator/
Participant Guide
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A MANAGER’S GUIDE
(2-Part Series)
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A Manager’s
Guide provides an excellent overview of the fundamental
management skills needed to survive and thrive in today’s complex work
environments. Also AVAILABLE in SPANISH.
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35.
SURVIVING THE
SLINGS AND ARROWS
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Focuses on
the skills needed to navigate the legal and behavioral challenges managers
can face. Participants should understand… appropriate &
effective hiring practices, EEO compliance issues, how to handle workplace
harassment, respectful termination procedures, and performance management
fundamentals.
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25 Minutes
Facilitation Guide with
Reproducible Participant Handouts
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36.
TO LEAD OR
NOT TO LEAD
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Takes a look
at the communication, organizational and leadership skills that managers
needs to excel. Teaches the fundamentals of effective communication, how to
be a supportive coach, conflict management dos and don’ts, basic time
management concepts, and, the keys to being an effective leader. The programs
combine dramatized scenarios that demonstrate the key learning points in each
section and expert commentaries that underscore and reinforce the training.
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25 Minutes
Facilitation Guide with
Reproducible Participant Handouts
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SUBTLE SEXUAL HARASSMENT
(2-Part Series)
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Subtle Sexual Harassment - Intended to take the
titillation out of sexual harassment training and allow employees to go
beyond the obvious causes most of us already recognize as wrong. In so
doing, we open our eyes and minds to the more subtle aspects and impacts of
our own behavior.
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37.
THE ISSUE IS RESPECT
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Tackles complex issues. What
one employee may consider sexual harassment, another may find perfectly
acceptable. Both men and women can be and are victims of hostile work
environments and subtle Quid Pro Quo behavior. The standards by which such
behavior is measured are changing. Attorneys, psychologists, human resource
professionals and a troupe of exceptional actors take us through the legal,
psychological, cultural and moral issues. Also available in a PG version;
available in SPANISH.
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28 minutes
Reproducible
Facilitator’s Guide, Participant Handouts
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38.
MANAGEMENT’S NEW RESPONSIBILITIES
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An
extension of the above program (#33) in both style and content. We examine
the legal liability issues and questions of personal responsibility that
managers and supervisors must face. We also explore how we can create a
workplace free of sexual harassment, the elements of a good sexual harassment
policy and how to handle complaints once they are received.
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28 minutes
Reproducible
Facilitator’s Guide, Participant Handouts
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CONFLICT RESOLUTION (3-Part Series)
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THE
RESPECTFUL WORKPLACE-REDEFINING WORKPLACE VIOLENCE
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The Respectful Workplace is a
three-part training series designed to help organizations address the
behavioral and values issues that can allow conflicts to escalate. The
series treats workplace violence as an outgrowth of hostility, harassment,
bullying and intimidation which has not been effectively dealt with and arms
employees and managers with the tools they will need to ensure respectful
workplace relations.
“Redefining
Workplace Violence”- Winner Telly and Cindy Awards
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39.
OPENING THE RIGHT DOORS
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Teaches employees skills for
dispute resolution and diffusing hostility. We learn to take responsibility
for eliminating intimidation, bullying and harassment form our workplace
culture. Also AVAILABLE in SPANISH & FRENCH. Also sold in a 2-part
series along with “Managing Harmony” (Item #31) as an Employee Relations
Package.
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25 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and Transparencies
|
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40.
DIFFUSING HOSTILITY THROUGH CUSTOMER SERVICE
|
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. Also AVAILABLE in SPANISH.
|
25 minutes
Reproducible Facilitator’s
Guide, Participant Handouts and Transparencies
|
|
41.
MANAGING
HARMONY
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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. Also AVAILABLE in
SPANISH. Also sold in a 2-part series along with “Opening the Right Doors”
(Item #29) as an Employee Relations Package.
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26 minutes
Reproducible
Facilitator’s Guide, Participant Handouts and Transparencies
|
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SUCCEEDING AT WORK (1-Part Series)
Winner- Crystal Shooting Star “Best
Program” –American Corporate Awards
Winner- Cindy Award “Best Training
Video”
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42.
SUCCEEDING AT
WORK-THE ADVENTURE BEGINS
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Succeeding at Work--The Adventure Begins is intended
to help new employees in public and private sector organizations explore the
behaviors and interpersonal skills that will be essential to their success.
After viewing the problem and working through the printed support materials,
employees will have a clearer idea of…their organization’s mission, their
performance objectives, their organization’s core workplace values, policies
on harassment and diversity, appearance and punctuality standards, respectful
communication issues, customer service practices, the need to take
responsibility for their own success. Also AVAILABLE in SPANISH &
FRENCH.
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18 minutes
Comprehensive
Facilitator’s Guide, Customizable Participant Workbooks
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TRAINING SCENES LIBRARY
(7-Part Series)
|
Training Scenes Library consists of seven volumes of training
dramatizations addressing a variety of workplace issues. Each film is
offered in open or closed captioning formats.
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43.
SUBTLE SEXUAL
HARASSMENT
|
Intended to provide trainers, managers and
employees with powerful tools that can stimulate discussion and promote
behavioral changes around the issue of workplace sexual harassment. Issues
addressed include: pressure to conform to the values of your team, sexual
talk as a form of harassment, dating among employees, employee/supervisor
relationships, discussing discomfort about a sexual issue, hazing or
initiation rites, fitting into nontraditional work environments, rumors and
gossip as harassment, when customers harass employees.
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28 minutes
Facilitator’s Guide and Participant
Handouts
|
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44.
DIVERSITY
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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. Issues
addressed include: the strength diversity brings to an organization, the
organizational costs of fear and prejudice, the personal costs of
intolerance, stereotyping and its impact on productivity, sexual harassment
as a diversity issue, confronting inappropriate workplace behavior, the role
of third parties in cultural boundaries, and the invisible costs of workplace
discrimination. Also AVAILABLE in FRENCH.
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18 minutes
Facilitator’s Guide and
Participant Handouts
|
|
45.
CUSTOMER
SERVICE - THROUGH DIFFUSING HOSTILITY
|
Intended to
provide trainers, managers and employees with powerful tools that can
stimulate discussion around the complex issues of dealing with hostile customers.
Topics covered: Recognizing a customer’s hot button, showing a customer that
you hear them and you care about their concerns, keeping organizational
procedures from angering a customer, determining a customer’s needs,
providing creative alternatives to meet customer needs, keeping the customer
informed, putting customer and employee safety first. Also AVAILABLE in
FRENCH.
|
14 minutes
Facilitator’s Guide and Participant
Handouts
|
|
46.
CONFLICT RESOLUTION - THE RESPECTFUL WORKPLACE
|
Intended to provide trainers, managers and employees with a resource to
use in developing conflict resolution skills. Issues addressed: valuing
differences among team members, keeping stereotypes from coloring
perceptions, communicating to diffuse hostile situations, working together in
a downsizing organization, mediating disputes between employees, settling
conflicts that have become personal, clarifying organizational values,
looking to our interests, not our positions, resolving conflicts between
employees and their supervisors, hearing the other side in a dispute,
identifying help within your organization. Also AVAILABLE in FRENCH.
|
18 minutes
Facilitator’s Guide and Participant
Handouts
|
|
47.
MILLENNIUM COACHING
AND PERFORMANCE FEEDBACK
|
Designed to
help team leaders, supervisors, managers and others in the workplace learn
from the skills needed to provide on-going, effective feedback to their team
members and the coaching skills needed to maximize employee potential.
Issues addressed: Always Late, I Like Things Just As They Are, GREAT
Stuff, Attitude, Maximizing Potential, Do You Smell Something?, Lest I Offend
You, and Feedback.
|
60 minutes
Facilitator’s
Guide and Participant Handouts
|
|
48.
YOU CAN STOP
HARASSMENT
|
Intended to
provide trainers, managers and employees with a resource to use in helping to
prevent all forms of workplace harassment. Issued addressed include: sexual
harassment between coworkers, racial harassment by a supervisor, sexual
orientation harassment by coworkers, religious harassment and retaliation by
a supervisor, racial and sexual harassment by a coworker, ethnic and
religious harassment by a coworker, sexual and same sex harassment by a
supervisor.
|
28 minutes
Facilitator’s Guide and Participant
Handouts
|
|
49.
PATTERNS
|
Intended to
provide trainers, managers and employees with a resource to use in addressing
the behavioral issues that lead to sexual harassment at work. Themes
addressed include: The Habitual Harasser, The Bully, The Smitten Harasser,
The Jilted Harasser, The Ostrich, The Chameleon, The Mother Hen, and The
Wounded Tiger.
|
20 minutes
Facilitator’s
Guide and Participant Handouts
|
