Video Name & Type

ID #

Description

Length

Year

Course

Avoiding Computer Pains & Strains

211

This short course provides information on how to reduce physical stress while using a computer.

Intro to ISDN, ATM, & Broadband Transmission

210

The purpose of this course is an introduction to the concepts and usage of ISDN.  The videos and text explain how the network is moving from voice telephony services of today into ISDN, and how the network will move in the future from ISDN to Broadband or B-ISDN services.  The video and text also contain an overview to ATM technology and how it relates to B-ISDN.

Human Resource/ Customer Service

A Positive Approach to Discipline

341

Discipline means punishment.  It's been like that for ages.  But this video suggests that the old formula may be a waste of time and money.  What supervisors really need to concentrate on is solving the problem behavior.  This video shows how to focus on respect and responsibility, creating a platform where the employee who's creating a problem agrees to be the one who solves it.

24 Min.

2004

"Attitude" It's Your Choice!

371

Low morale and poor productivity will hurt the ability of your organization to compete effectively.  This simple, yet motivational storyline program enforces the idea that a great attitude doesn't just happen, 'but it purely a matter of choice.  Join our character Steve as he's tempted by his devil self and aided by his angel self while facing some on-the-job boredom.

13 Min.

2005

Avoiding Legal Problems in Hiring & Firing

5

Ensure that supervisors follow fair hiring and firing practices. Examples of topics covered: Steps in the Hiring Process, Interviewing, Negligent Hiring, Conviction and Arrest records, Discrimination, Guide To Pre-Employment Inquiries, Drug Testing, Discharging and Employee, Progressive Discipline, Wrongful Termination, and Infliction of Emotional Distress. Sample worksheets included in an accompanying booklet.

45 Min.

1    1998

Building Cooperation: How Everyone Can Win

6

When people cooperate on the job, everyone wins.  Individuals work more efficiently and get ahead, teams reach their goals and the organization prospers.  Improve overall cooperation by learning how to: Enhance personal success by working toward a team goal; Build mutual respect by relying on one another’s strengths; Cultivate an atmosphere where contributions and rewards are ahead and over come situations and attitudes that block cooperation.

15 Min.

1999

Canine Conduct: Ethics in the Workplace

367

Was it all just a dream?  Joe comes to realize that some of the ethical shortcuts he's been taking around the office could come back to haunt him.  It's time to raise his level of integrity. Cartoon meeting opener.

5 Min.

2005

Change in the Workplace

7

Coping with change is always a challenge.  Help management & staff understand the process and focus on the positive: Introducing change to employees; Healthy vs. negative reaction to change; Capitalizing on opportunities during change.

15 Min.

1996

Communicating with Customers

8

This video will show your employees how to: Solve customer problems more quickly and completely; Avoid the “So What” response that frustrates customers; Use a simple conversational technique to discover what customers really want; Display positive nonverbal cues that reinforce your credibility; Build loyalty by guiding customers toward solutions; Turn questions about your competition into opportunities to showcase your strengths and Encourage return business by making complex transactions painless.

21 Min.

1999

Communicating with Irate Customers

9

Employees will appreciate this clear guidance in handling one of the most difficult work situations, an angry customer. Help them diffuse it efficiently: Handling complaints: calming the irate customer with apologies, empathy, acknowledgment errors; Problem solving rather than blaming; Why customers quit buying: importance of attitude; Documentation of customer problems; Seeing a complaint as an opportunity; Commandments of business: our dependence on customers and relating to them on a human level.

14 Min.

1997

Communicating with People on the Job

10

You’ll discover how to: Handle conflict successfully – whenever it occurs; Prevent the kind of misunderstanding that can hurt working relationships; Disagree without projecting a negative attitude; Deliver honest criticism without offending others; Channel the frustration that can make you lose your cool; Gather key information to discover how others perceive you; Build your reputation as an expert communicator and Use a ‘silence cushion’ to ensure that you fully understand the message.

25 Min.

1999

Communications

11

Develop more effective communication between supervisors and employees: Two-way communication and giving/getting feedback; Set an example and get involved; Listen, investigate, & provide solutions; Avoid criticism in front of others; Choose discussion over argument

21 Min.

1995

Communications Skills for Supervisors

12

7 Min.

Customer Diversity: All Dogs are Created Equal

358

Joe displays a lapse in judgment by assuming the low potential of a prospective customer based solely by the customer's poor use of English in an email message. Cartoon meeting opener

3 Min.

2004

Customer Relations Improvements

13

Motivates & trains employees to make that additional effort to provide excellent customer service: Following up on orders; Handling difficult customers; Taking initiative, and much more.

20 Min.

1998

Determining Callers Needs

285

Listening skills and questioning techniques are both critical components to providing superior customer service. This popular program teaches the six basic steps to becoming a more effective listener plus identifies six effective questioning skills, plus how and when to use them effectively. Content includes how to use open-ended/closed-ended questions, probing questions, echo question and identifying the disguised responses which cover a customer's real issue.

25 Min.

2003

Dogversity: Diversity in the Workplace

356

Diversity finally comes to Houndville! A new team member who doesn't look or act like the rest has the staff at Lincoln Funds up in arms. A gentle way to drive home an important message that differences make us stronger. Cartoon meeting opener

4 Min.

2004

Effective Telephone Techniques 

14

Describes how to use the telephone, fax and electronic mail. Covers all phases of the communications from facial expression, pacing, and tone to which party disconnects first.

15 Min.

1999

EMail Communications: Barking Up the Wrong Tree

359

Joe sends his pal a scalding e-mail message about their boss...only to wish he had double-checked who the message was actually going to.

3 Min.

2004

Escape From Voice Mail Jail 

298

Some people love voice mail. Others hate it. Is voice mail a curse or a cure? No matter how you feel the fact is that fewer than 30% of business calls reach their intended party on the first try. Usually, this means voice mail. This program addresses the many benefits of voice mail and teaches viewers the most effective type of greeting to leave on their system along with the best messages to leave on others' voice mail.

24 Min.

2003

Essential Elements of Internal Customer Service

348

The value of offering great customer service isn't up for debate.  But what about internal customers ... our coworkers?  Employees either serve customers directly or they serve someone who does.  It's critical for superior service to begin within the walls of your organization.  This program illustrates the six essential elements for improving internal customer service and helps employees realize we are customers to each other.

18 Min.

2004

Five Forbidden Phrases 2.0

288

Don't tell customers what you can't do, tell them what you can do. Your staff will learn the Five Forbidden Phases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.

18 Min.

2003

Four Cs of Coaching Skills

287

Demonstrates ways to improve performance management and explains the difference between training, coaching, and counseling.  Effectively illustrates a variety of customer service related coaching situations.  This video will assist in developing the coaching skills of managers, supervisors, team leaders and coworkers within your organization.

23 Min.

2003

From Curt to Courteous 3.0

286

Employees who handle customers over the telephone have a unique situation. They don't have the visual reference points like body language and facial expressions. This program teaches the importance of non-visual communication and emphasizes the keys to understanding and being understood on the phone. Viewers will understand how their words, voice, and tone all affect the caller's impression of your organization. Part two applies these ideas with the concept of "Business Friendly" customer service.

23 Min.

2003

Getting Things Done Through People

339

"If I want the job done right. I have to do it myself!"  We've all heard this line.  But if you’re totally swamped with work, or getting further and further behind, now's the time to apply the principles of empowerment.  Why is it important to delegate?  What can you hand off?  Who is the best person to take on the job?  When should you delegate?  How can you maintain control of an assignments? Where is delegation appropriate?  Empowering your people allows you the time to take on new challenges yourself, thereby growing in your own career.  It also improves opportunities for your staff, encouraging new commitment and enthusiasm for their jobs.  This video program gives you the tools to become, not just a delegator, but an "emperor."

21 Min.

2004

Handling Complaints & Irate Customers

15

Complaints are an opportunity to improve existing service and begin delivering quality service.  Identifies basic problem solving skills, complex problem and irate customers handling skills.  Introduces the concept of self-task and CLASS ACT

12 Min.

1999

How to Avoid Emotional Leakage 2.0

293

Have you ever had a bad day and then barked at a coworker? Or worse yet, at a customer? It's like getting mad at Peter but taking it out on Paul. We call it Emotional Leakage and this short awareness program will help viewers realize how damaging this behavior can be. Seeing Emotional Leakage from a third party point of view will raise your staff sensitivity to this widespread problem. Includes both customer and coworker vignettes.

7 Min.

2003

How to Deal with the Foreign Accent 2.0

297

It's easy to want to rush foreign accent customers to avoid dealing with the extra effort needed to assist them. But superior customer service needs to be offered to ALL customers, not just the easy to understand ones. This program explains that all callers are created equal and offers techniques which will make communications easier with foreign language customers. Realistic vignettes and characters make this program a powerful sensitivity builder.

12 Min.

2003

How to Give & Receive Criticism

16

You’ll discover how to avoid confrontations by using the right words; Pose questions to let others draw the right conclusions; Get into a problem-solving state of mind; Harness your vocal power to build a supportive environment; Focus on specifics to prevent criticism from being taken personally; Accept criticism with a positive attitude and Listen without judgment.

18 Min.

1999

How to Handle the Irate Caller 2.0

295

This best selling customer service video program includes a highly effective four point plan for calming irate callers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate callers. Also covered are the reasons why you should never make excuses and what to do if a customer begins swearing.

11 Min.

2003

How to treat Every Caller as a Welcome Guest

294

Targeted at receptionists and frontline staff. Whoever answers your organization's phone IS THE COMPANY to your customers. Explains how extremely important their role is. Your customers will likely never talk with the CEO, but many will interact with your frontline personnel. So who has the bigger role in impressing your customer? Includes valuable how-to skills such as creating positive first impressions, speaking clearly, acknowledging the caller's request, speed is NOT success and the proper way to place callers on hold.

10 Min.

2003

In an Instant - Volume #1

267

·  How to discipline effectively

In an Instant - Volume #2

268

• How to be an effective time-manager
• How to sell effectively
• How to hire effective people
• How to terminate an unproductive employee
• How to run an effective meeting

In an Instant - Volume #3

269

• How to give feedback
• How to get a commitment for action
• How to be an effective motivator
• How to help people be effective decision makers
• How to help your people manage stress effectively

In an Instant - Volume #4

270

• How to delegate effectively
• How to deal with conflicting employees
• How to strengthen interpersonal impact
• How to deal with procrastination
• How to deal with closed-mindedness

Keep your Paws to Yourself: Sexual Harassment

368

After taking part in a pilot sexual harassment training course, Karen visits another part of her building only to discover that many other people in the organization are badly in need of the same enlightenment on subtle sexual harassment. Cartoon meeting opener

5 Min.

2005

Listen & Win: How to Keep Customers Coming Back

17

This video will help you become the listening expert that customers truly appreciate.  Discover powerful techniques and practical tips to help you: Improve customer satisfaction by using the three C’s of listening; Develop a listening attitude that helps you better relate to customers; Overcome the three most common customer complaints; Use focus-in questions to help customers communicate their needs and See beyond a customer’s words and focus on the true message.

14 Min.

1999

Obedience Training: Valuing Learning Opportunities

357

When Joe is asked to attend a training session he confuses it with the chance to get some rest and relaxation....only to later learn he should have been paying attention! Cartoon meeting opener

4 Min.

2004

Office Cell Phone Use "Muzzle that Cell Phone"

373

Joe's brand new cell phone is missing.  In backtracking his previous day's use, Joe recounts issues of mishaps and inappropriate cell phone usage.  Will he learn his lesson? Cartoon meeting opener

5 Min.

2005

On Incoming Calls 3.0

284

Updated version of the entry-level phone skills video which launched the company. This best selling title covers unnecessary transfers, unanswered phone, how to put callers on hold, avoiding cliff hangers and getting the name every time.  The basic essentials for front line telephone contact staff.  Includes the classic "Please Release Me" skeleton and the hilarious "Hallelujah" scene.

18 Min.

2003

Performance Appraisals: Getting Results

338

In this video two different companies address their performance appraisals shortcomings.  While a landscaping business begins to formalize a review process, its client, a large established company, works to make its own performance appraisal process more effective.  Viewers will learn the advantages of following a formal process; the importance of fairness and consistency; proper preparation techniques; methods of motivating the tope producers; how to deal with under-performers; and the value of employee feedback.

18 Min.

2004

Political Animal: Avoiding Touchy Topics

355

When Joe decides to make his political views known, it ends up costing his company a valued client. This episode illustrates why it's never a good idea to discuss religion, politics or social issues in the workplace.  Cartoon meeting opener

4 Min.

2004

Preventing Sexual Harassment (Managers & Supervisors) or (Employees)

301

Proactive Customer Service 2.0

291

There are basically three levels of service in the world. Do your customer contact employees deliver passive, average, or proactive service to your customers? Passive is doing the bare minimum. Average aims at being about the same as everyone else. Proactive means being above average and using warmth and personality to exceed customer expectations. This popular video training program teaches the importance of high energy, enthusiasm, rapport building and cross selling.

19 Min.

2003

Reducing Careless Errors: Dog Gone It!

354

Joe is excited when he's put in charge of developing the company's new marketing brochure. Unfortunately, he rushes the project along and neglects to proofread it before it's printed. Whoops!  Cartoon meeting opener

4 Min.

2004

Resolving Conflicts in the Workplace

345

Six powerful techniques are explained and demonstrated.  Some of these methods may be familiar - for example, replacing the accusatory "You are..." with the expressive "I feel...."  Other techniques are probably new to viewers, who can watch scenes that show these six methods being used to resolve conflicts in common workplace situations.  Learn how to: Set limits that build mutual respect; Use key words and phrases that establish a spirit cooperation; Build win/win relationships; Minimize manipulation, harassment; and intimidation.

37 Min.

2004

Safety in the Office "Safety Patrol"

374

A recent string of office mishaps, accidents and injuries has the team of Lincoln meeting about ways to reduce workplace injuries.  It's decided that much greater awareness and more common sense are the prescription.

5 Min.

2005

Seven Keys to a Positive Mental Attitude

381

This video helps viewers gain awareness that a great attitude isn't something that magically happens.  Rather, it's an active choice which people make in advance about how they are going to deal with life's events.  The seven key points and review quotes after each segment will set the stage for better attitudes around the workplace.

25 Min.

2005

Sexual Harassment - Workplace Hustle

21

Ed Asner hosts this winner of NY & San Francisco International Film Festivals.  Helps meet requirements of Title VII of the 1964 Civil Rights Act.  Avoid lawsuits, adverse publicity, high turnover of trained personnel and low morale.

34 Min.

1997

Sexual Harassment at Work is Not Play

19

Protect your company through education - ignorance is no help to you!  Sexual harassment issues are often subtle but the penalties are devastating, so you cannot be without this video, which covers: Clear-cut prevention guidelines: don’t do, think or say something that is not work-related; Definition and interpretation of sexual harassment; Recognizing and dealing with potential harassment; Social acceptance nor freedom of speech protect harassers legally -- harassment violates civil rights.

55 Min.

1998

Sexual Harassment in the Workplace - Identify. Stop. Prevent

18

This video will leave no question in the minds of your employees about what constitutes sexual harassment—and how to prevent it.  Shows awareness and prevention, now updates to include the most recent guidelines and court rulings, provid3s dramatic vignettes illustrating key training points, reinforced with important definitions and explanations provided by an expert.    (Presenter Guide and Handout for employees)

24 Min.

2000

Sexual Harassment: It Can Happen Here

320

19 Min.

2003