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How Do You Measure Success? (from Mentoring 201™)

So, you’ve had a lot of conversation with your mentee. You’ve listened. You’ve heard their goals. You’ve shared your feedback. But how successful has it all been? This video provides some other questions that can help to uncover the true underlying value of what you’ve achieved together.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned

Identifying Career Paths (from Mentoring 201™)

Another key part of your conversation with your mentee involves diving more deeply into their future career paths. By this time, you’ve already looked at the big picture of where your mentee would like to be in the years ahead. Now it’s time to come up with some options for them to consider as they take their next steps ahead.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned

Planning for a Successful Discussion (from Mentoring 201™)

Just like any important conversation you’re planning, you need to do your prep work. Think about your mentee and his or her strengths and weaknesses. That will help you ask the right questions to guide the conversation in the way that’s right for your mentee. In fact, it’s a good idea to prepare these questions in advance.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned

Setting Short-Term & Long-Term Goals (from Mentoring 201™)

A key part of the conversation you’ll have with your mentee over time is about their short and long-term goals. As part of this, it’s important to ask your mentee to discuss their strengths and weaknesses - both interpersonal and job-related skills.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned

Establishing Development Needs (from Mentoring 201™)

Up until now, you’ve covered overall goals and career path options with your mentee. How did they get there? That’s where an important topic for discussion comes into play … namely, development options. These are the strategies and tactics that your mentee can draw upon to help them grow and develop so that they can make their goals a reality.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned
Are You Going to Get That? (from No Problem!)

Are You Going to Get That? (from No Problem!)

Being interrupted by a ringing phone when you're dealing with a face-to-face customer can be a real challenge. It's like you're being pulled in two different directions at the same time. So, what do you do? Well, in most cases, the best approach is to focus on making sure the customer you're dealing with face-to-face takes priority. To do that, ask the customer for permission to put the caller on hold and wait for their response. Then, ask the caller to hold. And finally, thank the customer for waiting and finish up.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
Let Me Make Myself Perfectly Clear! (from No Problem!)

Let Me Make Myself Perfectly Clear! (from No Problem!)

Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned

Program Introduction (from Mentoring 201™)

A mentor is one of any organization’s greatest resources. They fulfill that crucial role of helping newer associates & team members learn about their new role – and their new organization. But this vital mentor-mentee relationship goes well beyond the initial first few days on the new job. In fact, it’s a relationship that can last throughout the respective careers of both participants.

Topic: Coaching & Mentoring Learning Paths: Leadership, Personal Performance Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Interpersonal Skills, Effective Leadership, Professionalism Closed Captioned
This Needs to Go Out Today! (from No Problem!)

This Needs to Go Out Today! (from No Problem!)

It can be easy to forget that our internal customers are just as important as our external customers. Sometimes, we tend to take the people we work with for granted. But that's no excuse for not caring; or drawing other employees into the situation. Instead, you should focus on fixing the problem. Look for alternative solutions. And be sure to follow up to make sure things are taken care of.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned

We Need to M.E.E.T.™: Managing for Respect in the Workplace

Creating and maintaining a respectful work environment begins with managers. Success depends on their ability to recognize, respond to and resolve issues between employees. The focus is on the legal and organizational responsibilities managers have in establishing a respectful and inclusive working environment.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Compliance, Cultural Competency & Sensitivity, Inclusion / Equity / Belonging, Interpersonal Skills, Management, Professionalism, Respect / Respectfulness Closed Captioned

It's Just an Expression

This video vignette clearly demonstrates the impact of offensive figures of speech on workplace relationships.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Harassment Prevention, Inclusion / Equity / Belonging, Professionalism, Respect / Respectfulness Closed Captioned
You’re The Third Person I’ve Talked To! (from No Problem!)

You’re The Third Person I’ve Talked To! (from No Problem!)

Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
You Promised It Would Be Here Today! (from No Problem!)

You Promised It Would Be Here Today! (from No Problem!)

There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
It’s A Policy Thing (from No Problem!)

It’s A Policy Thing (from No Problem!)

Policies and procedures are good and necessary parts of doing business. But they can easily become an excuse for just telling the customer what you can't do... rather than letting them know what you can do. Obviously, every situation is different. But working to find a real win-win solution - even if that means getting approval to make an exception to a policy - is one of the best ways to ensure long-term customer loyalty. To do that, always be sure to empathize with your customer. Reassure the customer that you will do everything that you can to help. Then use your best judgment to make it right.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
The Positive Response (from Maximized Leadership™ The Power Of Positivity)

The Positive Response (from Maximized Leadership™ The Power Of Positivity)

A positive response is a way to let an employee or team member know that not only are they doing a good job; but that you care about them as a person and appreciate their contribution. We've all gotten the little pats on the back before; the "nice goings" and the "good jobs." And there's nothing wrong with those. But a positive response is more than that.

Topic: Effective Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Professionalism, Sales & Service Closed Captioned
PREVAIL!® for Elementary Schools

PREVAIL!® for Elementary Schools

As an administrator, teacher or staff member… others look to you for help… especially in times of need. One of the times you may be asked to lead is when the unthinkable happens. It may help you to think of preparing for an armed intruder event in the same way that you prepare your staff or students for a fire, an earthquake or tornado. By taking a few minutes to train for one of these events, you know what to do in the very unlikely event that it actually happens. The exact same thing holds true when preparing for an armed intruder event.

Topic: Armed Intruder / Active Shooter Learning Paths: Leadership, Workplace Safety Type: Off-The-Shelf Video Program (ILT) Other Topics: Workplace Safety & Awareness Closed Captioned

Preventing Retaliation in the Workplace: Recognize. Respond. Resolve.™

Unlawful retaliation can lead to time-consuming litigation and costly judgments. The courts continue to make it easier for employees to prevail in retaliation claims, and that means the risks—and your managers' responsibilities—will continue to grow. Reduce the risk of costly claims by preventing workplace retaliation.

Topic: Retaliation / Reprisal Learning Path: Ethics & Compliance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Abusive Conduct / Bullying, Communication, Compliance, Harassment Prevention, Management Closed Captioned

Being Cooperative and Respectful

How building rapport, sharing credit and keeping a manager informed creates cooperative and respectful behavior.

Topic: Professionalism Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Collaboration, Communication, Interpersonal Skills, Effective Leadership Closed Captioned
I'll Let That Slide

I'll Let That Slide

In the workplace, we need to be sensitive to how stereotypes can creep into our conversations and influence our actions. We also have a responsibility to speak up when we observe the kinds of statements in this scenario because, while often unintentional, they can easily lead to misunderstandings and reinforced stereotypes. Helping one another is an important part of creating and maintaining a respectful work environment.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Coaching & Mentoring, Inclusion / Equity / Belonging, Effective Leadership, Racial Equity, Respect / Respectfulness Closed Captioned

Me Jing Or Ma Jong? Avoiding Stereotypes

A focus on the concept of assistance within a diversity context and the importance of avoiding stereotypes (and bias - conscious or unconscious) in the workplace.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Government Other Topics: Communication, Compliance, Inclusion / Equity / Belonging, Interpersonal Skills, Management, Professionalism, Respect / Respectfulness, Unconscious / Hidden Bias Closed Captioned