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.
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.
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.
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.
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.
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.