ADAPTING TO CHANGE
Learn how to confront resistance and fear of change
Learn to concentrate on the benefits of change at work
Learn how change helps a company to strive
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. By learning to accept that change is natural, we can begin to adapt more quickly.
Explore ways to move through depression
Observe a visualization that gives a positive perspective
Remind yourself that you are here for a reason
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. Often we forget that taking care of ourselves is an essential component to helping others.
CUSTOMER SERVICE: COMMUNICATION
Learn how to prepare your mindset before work
Learn how to employ good phone techniques
Learn the key to great customer service
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. This is a lost opportunity because great customer service translates into more sales and repeat customers. Communication is the key.
CUSTOMER SERVICE: DIFFICULT CUSTOMERS
Learn how complaints are a great source of learning
Learn the behaviors that frustrate a customer
Learn techniques to handle a difficult 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. They need someone with whom they can vent, someone who will provide a quick solution.
CUSTOMER SERVICE: HOW TO EXCEL
Learn how the internet makes complaining easy
Learn ways a company can excel using great service
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, poor order processing, or
poor technical support.
CUSTOMER SERVICE: REASONS TO EXCEL
Learn the importance of great customer service
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 everyone in the company must agree they 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 through phone and email support, web forms, chat rooms, and social media.
CUSTOMER SERVICE: SKILLS REQUIRED
Learn the qualities of a great representative
Learn the importance of high emotional intelligence
Learn the training needed for a 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. Now for those who may not possess every quality, please be assured they can be learned and serve you well throughout your career.
Learn why companies expect professional emails
Learn clear communication creates effective emails
Learn that first-email resolution benefits the customer
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 workweek managing emails. While millennials prefer improvised texting for personal use, companies expect thoroughly planned, professional emails and has no time for leisure banter.
EMOTIONAL INTELLIGENCE EQUALS SUCCESS
Learn the five components of Emotional Intelligence
Learn the importance interpreting emotions correctly
Learn how Emotional Intelligence equals success
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. E.I. is correctly identifying and managing emotions so as to remain calm under pressure and achieve resilience.
THE EMPATHY MUSCLE
Learn the importance of treating others with sensitivity
Learn how empathy improves relationships
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. Considering that Americans are deeply polarized and businesses need relationships, it is time we support ourselves and others with compassion and sensitivity.
GRIEVING: THE FIVE STAGES
Learn about the five stages of grieving
Learn that grief should be experienced, not prevented
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. The ride is more frightening at the start, unprepared for the twists and turns - but eventually the bumps subside and once again you feel grounded.
GRIEVING FROM A SUICIDE
Learn how to express sympathy
Learn about the anger and guilt felt by the survivor
Learn about the healing process
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. They may vacillate between the stages, but know in time, they will eventually come to terms.
Learn what comprises harassment at work
Learn what to do when harassed at work
Learn how to eliminate harassment 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.
Harassment also includes any discriminatory action based on gender.
INTERVIEWING: COVER LETTER AND RESUME
Create a cover letter that sells your unique value
Create a resume appropriate for your situation
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 the information to
include and what to exclude. Learn the benefits of proof-reading and editing.
Learn how to prepare for an interview
Learn the importance of researching a company
Learn you have one chance to make a good first impression
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. Learn how to address specific
questions the interviewer may ask.
JEALOUSY AT WORK
Lean what creates jealousy in the workplace
Lean how jealousy affects 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. And then there are those whose insecurity leads them to wander the halls in a state of envy and jealousy.
MASTERY OF SELF-AWARENESS
Learn how to look at ourselves objectively
Learn to move beyond your default point-of-view
Learn the first step toward success is inward
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. It is all right not to know all the answers - that is what experience is for.
MEETINGS: AGENDA AND MINUTES
Learn how to create an effective agenda
Lean how to create efficient 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 an outline and brief summary of what was discussed, what decisions were made, and who is responsible for taking action.
MEETINGS: CONCISE AND PRODUCTIVE
Learn it is the Leader that creates a brief agenda
Learn the Leader will encourage all attendees to participate
Learn ow 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. Bring everyone onto the same page as to meeting content, length, and presentation style.
MEETINGS: WHY AND WHEN
Learn why meeting are often counterproductive
Learn if you should have a meeting and when
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 valuable tips that will greatly reduce, if not eliminate, unnecessary meetings.
Learn the substantial training of those in the service
Learn the resources available to veterans
Learn the importance of mentoring a veteran
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. Once their service is complete, they return home eager to use their skills in the private sector.
MISTAKES ARE VALUABLE TEACHERS
Learn why we fear making mistakes
Learn the benefits of making a mistake
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 - even to the point of viewing failure as permanent and success as temporary. What if we consider mistakes to be useful?
QUALITIES OF A GREAT EMPLOYEE
Learn if a great leader is born or made
Learn the qualities of a great manager
Learn the qualities of a great employee
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. What is essential for an employee to achieve greatness is to have a great sense of personal security, an innate confidence that exudes passion.
SAFETY AWARENESS IN THE OFFICE
Learn that most accidents are preventable
Learn the rules for lifting and climbing
Learn the rules to prevent slips and 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. Remember, safety first. It is essential to educate everyone in the workplace about safety awareness, requirements, materials, and procedures.,
SAFETY AWARENESS IN THE WAREHOUSE
Learn the safety precautions for an industrial setting
Learn safety tips when using tools and machinery
Learn tips when working with hazardous materials
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; and, of course, always keep the lines of communication open. Remember, safety first!
STOP BEING EASILY OFFENDED
Learn the qualities of people who are easily offended
Learn the ingredients to stop being 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 - and your hypersensitivity may be depriving you of healthy relationships and inner happiness.
THE STRATEGIC THINKER
Learn how to challenge a "business-as-usual" mindset
Learn the qualities of a strategic thinker
Learn how to create a strategy plan
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). Planning the future of your company in an organized manner is essential to its expansion and increased revenue.
THE TRUTH ABOUT DECEPTION AND YOU
Learn why we tell lies
Learn statistics about deception
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. To maintain healthy relationships, it's a good idea to learn the cues and clues when someone may not be telling the truth.
THE TRUTH ABOUT DECEPTION IN BUSINESS
Learn how lying adversely affects the workplace
Learn how those who lie distort information
Learn the clues to spot when an employee is being dishonest
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. We probably all can agree that manipulation, disinformation, and histrionics have no place in the workplace.
TURNING APATHY INTO PROACTIVITY
Learn why apathy exists in the workplace
Learn how to deal with apathy 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 problem may have taken root at home, at school, or perhaps deep within themselves. But indeed, it must be addressed.
THE TWO-MINUTE MENTAL BREAK
Learn the importance of taking a brief mental break
Learn ways to relax during 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. In fact, coworkers are often hesitant to even take a break if their manager does not. Taking breaks may reduce headaches, eyestrain, and lower back pain.
VENGEFUL GAMES AT WORK
Learn the reasons employees seek revenge
Learn the dangers of 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. The goal is to rid one of shame and humiliation, and restore power and pride.
A WORKPLACE FREE OF NEGATIVITY
Learn why an employee may act in a negative manner
Learn how to recognize behavior issues
Learn how to create a positive attitude
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. distinguish between the employee's personality and the behavior, and provide training.