BUSINESS ESSENTIALS

ADAPTING TO CHANGE

Learn how to confront resistance and fear of change

Learn to concentrate on the benefits of change at work

We all wish for things to be better and more effective yet often dread, if not fear, the steps for improvement and our current routine. Many people think they can control the environment around them when, in fact, all we can control is our thoughts and reactions. 

COMPASSION FATIGUE

Explore ways to move through depression

Observe a positive perspective visualization

Compassion Fatigue is a combination of physical, emotional, and spiritual depletion. We are proud of the professionals and volunteers that follow their passion to help the lives of others. And with such responsibility comes rewards for caring and a cost for caring. Caring too much can hurt.

CUSTOMER SERVICE: COMMUNICATION

Learn how to prepare your mindset before work

Learn how to employ effective phone techniques

Every person that walks into your store or contacts you phone or online is entitled to your respect, your assistance, and your undivided attention - yet 80% of shoppers have stopped buying from online stores after they experienced poor customer service.

CUSTOMER SERVICE: DIFFICULT CUSTOMERS

Learn how complaints are a great source of learning

Learn the behaviors that frustrate a customer

The best way to handle a difficult customer is to put the word "difficult" in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and disappointment in a variety of ways.

CUSTOMER SERVICE: HOW TO EXCEL

Learn how the internet makes complaining easy

Learn how to deliver top quality customer service

The internet makes complaining easy - but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed, and have limited time to make purchases.

Do not lose them due to poor customer service, poor marketing techniques, or poor order processing.

CUSTOMER SERVICE: REASONS TO EXCEL

Learn the reasons why a company needs to excel

Learn the role of the manager and employee

The term Call Center is not just a department, it is a reflection of the company. And companies need customers. If you work for pay, the customer guarantees your paycheck. A company wishing to excel should know the best strategy to increase profits is to provide great customer service.

CUSTOMER SERVICE: SKILLS REQUIRED

Learn the importance of high emotional intelligence

Learn the qualities of a great representative

It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, motivated, kind, patient, persuasive, a problem-solver, and tenacious.

EMAIL EFFECTIVENESS

Learn why companies expect professional emails

Learn clear communication creates effective emails

Email is the preferred choice of communicating for most of us - and most of us are overwhelmed by the amount of emails we receive each day. In fact, we spend 13 hours a week or 28% of the work week managing emails.

EMOTIONAL INTELLIGENCE EQUALS SUCCESS

Learn the five components of emotional intelligence

Learn the importance of correctly interpreting emotions

We all know the term Intelligent Quotient (IQ); but there is also Emotional Intelligence which is another kind of smart and affects 58% of your performance, your physical health, your mental health, as well as your relationships. In fact, people with average IQs outperform those with the highest IQs 70% of the time.

THE EMPATHY MUSCLE

Learn the importance of treating others with sensitivity

Learn to be curious about the views of others

Empathy is the ability to relate to the thought, emotion, or experience of others. Empathy is a right brain activity that allows you to step into the shoes of another person and understand their feelings and needs.

It is time we support ourselves and others with compassion and sensitivity.

GRIEVING: THE FIVE STAGES

Learn about the five stages of grieving

Learn about the myths of bereavement

Grief is a natural response to the loss of a loved one, a divorce or relationship break-up, loss of a job, or death of a pet. Some people think of the grieving process as a rollercoaster, with ups and downs, highs and lows.

GRIEVING FROM A SUICIDE

Learn how to express sympathy

Learn about the anger and guilt felt by the survivor

Providing support is very important during this delicate time. But what can one do when words are not enough? You can spend time with them - and reassure that they are always in your thoughts. Let them cry and talk and vent, even if they say the same things over and over.

HARASSMENT PREVENTION

Learn what comprises harassment at work

Learn what to do when harassed at work

Employees have the legal right to perform their job without being subjected to harassment. Sexual harassment occurs whenever unwelcome conduct on the basis of gender affects a person's job. It can

take a serious toll on the victims as well as affect the accused, the coworkers, and the company itself.

INTERVIEWING: COVER LETTER AND RESUME

Create a cover letter and resume that sells your unique value

Learn how to edit, edit, edit

A cover letter can help a job-seeker stand out from the other applicants. You are introducing yourself and making a sales pitch. Give a positive presentation of your experiences and skills. A resume is a document

to market your skills and strengths. The sole intention is to land an interview.

INTERVIEWING TIPS

Learn how to prepare for an interview

Learn the importance of researching a company

What is the one quality that will ensure an impressive interview? Preparation, preparation, preparation. If your compelling resume and cover letter land you an interview, it's time to prepare for the actual interview; and there's no better way than to anticipate and prepare for the questions.

JEALOUSY AT WORK

Learn what creates jealousy in the workplace

Learn the steps to eliminate jealousy in the workplace

The workplace does not contain cookie cutter workers. The workplace has talented employees with various personalities. Some are quiet and perform their duties with precision and excellence every day. Others appear more visible and garner recognition for their charisma and contributions.

MASTERY OF SELF-AWARENESS

Learn how to look at ourselves objectively

Learn how to move beyond your default point-of-view

90% of the population complain about their life - but do not take responsibility for why their life is the way it is. Do you make things happen, or do things just happen to you? Do you create opportunities? It is common to avoid responsibility, avoid problem-solving, or avoid looking at ourselves in a truthful way.

MEETINGS: AGENDA AND MINUTES

Learn how to create an effective agenda and minutes

Learn how being organized contributes to a great meeting

Creating an agenda and keeping a meeting short and to the point has never been easier. The meeting agenda template included with the film has been specially designed to ensure brevity and organization. The informal minutes capture the essence of the meeting and are meant to provide a brief summary.

MEETINGS: CONCISE AND PRODUCTIVE

Learn it is the leader that creates a brief agenda

Learn how the leader converts decisions into plans

Meetings reflect the openness, dynamics, and self-image of the organization., It is where collective ideas transform into great projects. But often, meetings seem disorganized, even a poor use of time. What is the answer? Train every employee on the components of a successful meeting.

MEETINGS: THE WHY AND WHEN

Learn why meetings are often counterproductive

Learn the components of a successful meeting

It can be said meetings are often counterproductive., In the U.S. alone, 11 million formal business meetings occur every day and waste $37 billion in unnecessary meetings each year. Managers attend more than 60 meetings per month - and 37% of employee time is spent in meetings.

MENTORING VETERANS

Learn the substantial training of those in the service

Learn the resources available to veterans

The military is known as the nation's biggest group of international ambassadors. Brave, dedicated, and well-trained, they serve our nation well: natural disaster relief, food and humanitarian relief, rescue operations, and medical assistance in impoverished areas.

MISTAKES ARE VALUABLE TEACHERS

Learn why we fear making mistakes

Learn techniques to handle mistakes

As children, we were taught to distinguish right from wrong and to get the answer right. In fact, to be right was so important that, when wrong, our first reactions were perhaps to deny it, get defensive, blame others, or internalize it.  As adults, it is no wonder why so many people fear making mistakes.

QUALITIES OF A GREAT EMPLOYEE

Learn if a great leader is born or made

Learn the qualities of a great employee and manager

Is a great employee born or made? Good if not great employees are important in any business. They are dependable, creative, passionate, and inspire others to be better employees. When looking to add staff to your workplace, though knowledge is an asset, it can be taught.

SAFETY AWARENESS IN THE OFFICE

Learn that most accidents are preventable

Learn the rules to prevent lifting, climbing, slips, falls

Being safe is not by accident. The good news is that, with proper training and safety products, most accidents are preventable. A company's primary objective is to ensure the safety and health of their employees. Learn the rules for lifting and climbing and slips and falls.

SAFETY AWARENESS IN THE WAREHOUSE

Learn safety precautions for an industrial setting

Learn safety tips when using tools and machinery

Every workplace has hazards that endanger workers. It is important to understand these unique risks so you can develop an effective safety program that minimizes illness and injuries. It is essential to educate everyone in the workplace about safety requirements, materials, and procedures.

STOP BEING EASILY OFFENDED

Learn the qualities of people who are easily offended

Learn how to handle situations you might find offensive

Do you burst into anger over the little things? Do you often take things the wrong way? Do people say you make mountains out of mole hills? Do people feel they have to be cautious around you? Do people consider you high maintenance? If so, you may be easily offended.

THE STRATEGIC THINKER

Learn how to change a business-as-usual mindset

Learn the qualities of a strategic thinker

We all wish for businesses to be healthy, sustainable, and soar. Each day, business owners or managers can spend their time maintaining the systems or, in addition, they can use strategic thinking (analysis, planning, and strategizing).

THE TRUTH ABOUT DECEPTION AND YOU

Learn why we lie

Learn the clues to spot if someone is being dishonest

Deception is defined as the intentional withholding of information deliberately misleading information to a participant. We lie. Often for good reason - but we lie. Children can deceive as early as 6 months old using fake laughter or pretend crying just to get attention.

THE TRUTH ABOUT DECEPTION IN BUSINESS

Learn how lying adversely affects the workplace

Learn how those who lie distort information

Deception. Businesses lose about 5% of its revenue due to fraud each year which is 3.5 billion worldwide. From fraud and theft to leaks and embezzlement, deception often ruins innovation, damages teams, and destroys reputations.

TURNING APATHY INTO PROACTIVITY

Learn why apathy exists in the workplace

Learn how employees can overcome apathy

Everyone has the right not to know and not to care - but there is a price for being uninformed and disengaged. Three things are needed for optimal mental and emotional health: Passion, Interest, Action. 

A child is not born apathetic.

THE TWO-MINUTE MENTAL BREAK

Learn the importance of taking a brief mental break

Learn why it is essential to ritualize relaxation

The average American work 9.2 hours a day. Though American work laws require all full-time employees to take a lunch break, only 1 in 3 coworkers actually take a lunch break. The remaining 2 in 3 eat at their desks and do not take short breaks.

VENGEFUL GAMES AT WORK

Learn the reasons employees seek revenge

Learn how to handle thoughts of revenge

When we are hurt, it's a natural response to return the hurt. And our reasons may be logical but none justify retaliation. When plotting to hurt another, we are consumed with immature beliefs and reactions instead of sound judgment. Revenge is a primal need for self-defense.

A WORKPLACE FREE OF NEGATIVITY

Learn why an employee may act in a negative manner

Learn how to recognize common behavior issues

Most employers want to create a pleasant workplace where employees are happy, respectful, and excel to their fullest potential. Considering an employer never wants words or actions to divert from workplace performance, it is suggested that action be taken quickly to find the source of the destructive behavior.