Complete Video Library
Nobody Will Ever Know
Many people have misconceptions about retaliation in the workplace. It is up to you, as a person in a leadership position, to recognize these behaviors and take appropriate action.
Non-Verbal Indicators (Behavior-Based Interviewing)
To uncover past behaviors from candidates, sometimes we need to follow "feeling" clues. Feelings point to the hidden parts of past behavior. And, of course, none of us are mind readers when it comes to reading feelings, but all of us can learn to recognize the non-verbal indicators of feelings.
Not About Bad to Good, But Good to Great!
The notion that to become a great leader one must focus not on going from bad to good,but from good to great.
Overcoming Communication Issues - Hotel/Hospitality Scene
As we all eventually find out, bad communication can lead to even worse problems. This video vignette demonstrates how to effectively deal with a non-listener - confronting the communication problem.
Overcoming Communication Issues - Manufacturing
When a team can't freely exchange ideas or share thoughts, the team freezes or becomes ineffective. This vignette demonstrates why we need to deal with the team communication.
Overcoming Communication Issues - Office/General
Sometimes we need to discuss 'hard' issues - like setting the record straight. Communicating in these situations is critical to get consensus. This vignette demonstrates the approach to confronting others using good communication - to resolve issues.
Overcoming Communication Issues - Retail
Let's face it, bad communication can lead to even worse problems. This video vignette demonstrates how we can overcome workplace issues by taking a step back and working on our communication and interpersonal skills.
Peer Today, Boss Tomorrow™: Accept Your New Role
This video scenario presents a realistic scenario for getting to the basics of new leaders - supervisors/managers. It shows a misunderstanding between a new supervisor and a subordinate employee - and how to effectively address issues that pop up in an effective and respectful way.
Peer Today, Boss Tomorrow™: Communicate
This video provides an example on how to properly and appropriately communicate sensitive information (like layoffs or organizational changes) that impact a work team.
Peer Today, Boss Tomorrow™: Set Clear Boundaries
This video provides a powerful example of how new managers/supervisors can learn to effectively dismiss rumors and communicating a no favoritism policy - easing fears and issues across your team or group. Learning to set clear boundaries for staff and employees is key to a new leader's transition.
Peer Today, Boss Tomorrow™: Take Action
This video provides a powerful example of how new managers/supervisors can earn credibility by admitting past mistakes and reviews four strategies to effectively make the transition from peer to boss.
Perfect Storm
The implications of a manager taking action due to a fear of a claim of retaliation from an employee.
Picture of The Day
Recognizing gender-based harassment; improper use of company email.
Preparation Pitfalls (from Fearless Facilitation! How to Lead Effective Meetings™)
How lack of preparation can ruin a training session.
Preparation Pitfalls (from Fearless Facilitation! How to Lead Effective Training™)
How lack of preparation can derail a training session. An example where everything goes wrong when unprepared.
Prepare for Communicating Effectively
How to best prepare to communicate effectively. Follow a process for getting ready to communicate with others.
Preventing Workplace Bullying: Program Summary
Knowing the definition of workplace bullying is just the start. You need to recognize and address bullying immediately. Have an action plan based on organizational policy. Get HR and management involved quickly.
Probe Based on Non-Verbal Cues (Interviewing Tip)
Learn how to listen for words or phrases... clues... that will lead you to probe for the information you need. Or, an expression or gesture during an answer can suggest discomfort or conviction. Here you might probe based on non-verbals.
Probe for a Current Work Example #1 (Interviewing Tip)
Explanation of the probing strategy of probing for a current work example
Probe for a Current Work Example #2 (Interviewing Tip)
Example of interview question and candidate response to prompt probing question. Interviewee is asked about a time when they followed procedures when it wasn't convenient to do so.
Probe for a Current Work Example #3 (Interviewing Tip)
Interviewee is asked to describe when they were especially successful in managing several important priorities? Example of interview question and candidate response to prompt probing question.
Probe for a Negative Example (Interviewing Tip)
Another follow-up strategy is to seek contrary evidence. This is a fairly advanced technique for gaining representative skill information. When using the skill, ask for a negative example after you hear a positive answer. And vice versa ask for a positive example after you hear a negative answer. Seeking contrary evidence is simply about looking for representative information on skills ...successes and failures, positives and negatives, achievements and disappointments. Look for a well-rounded picture of the candidate's skills.
Probe for a Positive Example (Interviewing Tip)
A final follow-up strategy is to seek contrary evidence. This is a fairly advanced technique for gaining representative skill information. When using the skill, ask for a negative example after you hear a positive answer. And vice versa ask for a positive example after you hear a negative answer. Seeking contrary evidence is simply about looking for representative information on skills ...successes and failures, positives and negatives, achievements and disappointments. Look for a well-rounded picture of the candidate's skills.
Probe for Actions Taken (Interviewing Tip)
Example of interview question and candidate response to prompt probing question. Interviewee is asked to describe a time when they did a market research that was a meaningful influence on product sales.
Probe for Causes (Interviewing Tip)
Another follow-up strategy involves Clarifying Actions And Outcomes. Sometimes a candidate's answer will refer to what "we" did or what the "team" accomplished. With these types of responses probe for the specific actions taken by the candidate. You'll also hear answers with outcomes that were caused by the economy, a new product, or a financial commitment. You can then ask a follow-up probe to identify the specific causes of the outcomes.
Probe Into Verbal Cues (Interviewing Tip)
Interviewee is asked to describe a recent programming challenge, which required they to be particularly systematic in developing a solution. Example of interview question and candidate response to prompt probing question.
Progressive Intervention (from Fearless Facilitation! How to Lead Effective Training™)
Managing pervasive disruptions
Public Display (Union Flyers)
This vignette covers union flyers in break rooms. There is set-up vignette (showing the actual conversation) and then a resolution vignette (showing how the manager works through the issue).
Put Warning Lights on You
You know, some of us figure a pregnant joke or two is just something that comes with the territory. It's no big deal. Well, those days are over. This video shows how a simple joke or two might lead to harassment. Remember, when it comes to your co-workers - the safest thing to do is… if you can't say something nice... just don't say anything at all.
Recognize Opportunities
Helping a sales staff member recognize (the importance of) sales opportunities.
Recognize Opportunities (Example 1)
An example of how sales team members can practice skills to recognize sales opportunities. Ask, Listen, Clarify and Confirm to uncover these opportunities.
Recognize Opportunities (Example 2)
An example of how sales team members can practice skills to recognize sales opportunities.
Recognizing & Stopping Harassment (from Legal Briefs™)
When it comes to preventing workplace harassment and discrimination, you need to recognize it... and quickly. This video outlines how to recognize and stop both.
Recognizing Bullying Behavior
Why is it important to know what behavior is “bully behavior”? Because if you are going to stop it, you first have to identify it; you also have to acknowledge that the behavior was hurtful, intended, happening more than once and purposeful.
Recruiting & Hiring (from It's the Law™)
When it comes to recruiting and hiring, there's a lot you need to know as a manager - unless of course you want to spend the next the next couple of years working with me to try to justify your actions to a jury. A variety of state, federal, and local laws impact how you recruit, hire, and promote people. The best way to ensure that everything is on the up and up is to make sure that every decision is based on the person's ability to do the job!
Redirect
Redirecting focus when mistakes are made is a key strategy to building positive relationships.
Redirection and the Five Steps Explained
Explains how to refocus attention and energy on desirable behavior.
Redirection With a Coworker
How using positive redirection with a coworker improves relationships and performance.
Redirection With a Team Member
How using positive redirection with a team member improves relationships and productivity.
Redirection With an Employee
How a supervisor uses positive redirection to correct a mistake and meet customer needs.
Repeat the Question (Interviewing Tips)
Example of interview question and candidate response to prompt probing question. Interviewee is asked about a time when they had to deal with a difficult customer.
Resolving Problems (Example 1)
A demonstration of how to use problem-solving skills to help resolve an issue with a sales team member.
Return to the Target of the Question (Interviewing Tips)
Explanation of the probing strategy of returning to the target of the question
Sales Made Simple™ - Can't Get Past Voice Mail
A salesperson asks our sales expert (Skip Normand) a common problem (especially for new sales people): "I can’t get past the voicemail system. If you don’t have a name or direct extension number, you’re out of luck. Got any suggestions?"
Sales Made Simple™ - Potential sale that is dragging on...
A salesperson asks our sales expert a common problem (especially for new sales people): "I’ve got a potential sale that is dragging on and on and I’m about ready to give up. I’m having a hard time getting in to see the decision maker. I get some interest going and then I can’t see her for a few weeks because she’s traveling or she’s just too busy. I’m sending emails. I’m leaving phone messages. What else should I be doing?"
Sales Made Simple™ - Sales tactics I'm not comfortable with...
A salesperson asks our sales expert a common problem (especially for new sales people): "My manager is constantly asking me to use sales tactics I’m not comfortable with. How do I handle this?"
Sales Made Simple™ Am I calling the right person?
A salesperson asks our sales expert a common problem (especially for new sales people): "How do I find out if I’m calling on the right person without ruffling anyone’s feathers?"
Sales Made Simple™ Cutting our price isn't an option...
A salesperson asks our sales expert a common problem (especially for new sales people): "A low-cost competitor has really gotten my customer’s attention. To keep my customer’s business, they want us to cut our price without changing our service level. There’s no way this competitor can do it at that price. Cutting our price isn’t an option and I don’t want to lose this customer. Any ideas?"
Sales Made Simple™ Have I developed the right message?
A salesperson asks our sales expert a common problem (especially for new sales people): "How do I know I’ve developed the right message and how do I tweak it for different people who are involved in making the decision? Can you help?"
Sales Made Simple™ How to get my close ratio up?
A salesperson asks our sales expert a common problem (especially for new sales people): "My main competitor sells the same product from the same manufacturer I sell. They differentiate on price, but I try to differentiate in service -- which is typically better. But, my close ratio is not good. What can I do to get my close ratio up?"
Sales Made Simple™ I am a "weak closer"...
A salesperson asks our sales expert a common problem (especially for new sales people): "According to my manager, I’m a “weak closer,” but I’ve spent so much time developing these relationships that I really don’t want to come off as pushy. So what I do is spend time laying out all the details and eventually the light bulb comes on for them. You know, if you compare me to the rest of my team my average sales are pretty much the same as everyone else. So, who’s right…my manager or me?"
Sales Made Simple™ I hate cold calling!
A salesperson asks our sales expert a common problem (especially for new sales people): "I hate cold calling! People get over their fear of flying. So is there any way of me getting over my fear of cold calling?"
Sales Made Simple™ I know who's holding things up...
A salesperson asks our sales expert a common problem (especially for new sales people): "I’ve been working with a prospect for four months. The decision maker says we have to agree on a purchase. I know who’s holding things up and I’ve done everything I can think of to figure out why. So far nothing has worked. How do I move this forward?"
Sales Made Simple™ I'd like to see the "dead-end" sign!
A salesperson asks our sales expert a common problem (especially for new sales people): "I recently called on one of the larger prospects for several weeks before they told me their purchasing function was centralized in their corporate office - which is far out of my territory. I’d like to see the “dead-end” sign well before it hits me in the face! How can you tell quickly if a prospect is worth your time?"
Sales Made Simple™ Our department made a mistake...
A salesperson asks our sales expert a common problem (especially for new sales people): "Our service department made the mistake of giving this new purchasing manager the excuse he needs to go out for bid. The department fixed the mistake quickly and correctly, but it made no difference with the purchasing manager. How do I stabilize this account?"
Sales Made Simple™ Stakeholders won't give me straight answers...
A salesperson asks our sales expert a common problem (especially for new sales people): "I know that probing is critical in developing a strong value proposition so I do ask a lot of questions. But the problem is, the key stakeholders often don’t want to give me straight answers, or they won’t answer me at all. You know, I don’t think that I’m being pushy, but maybe I am. So do you think I should change my approach?"
Sales Made Simple™ The No Show!
A salesperson asks our sales expert a common problem (especially for new sales people): "I schedule appointments with this particular prospect, but half the time when I show up, he’s been called away. This is getting old. What’s the best way to handle this?"
Sales Made Simple™ They just won't make a decision...
A salesperson asks our sales expert a common problem (especially for new sales people): "You see, I’m working with a decision maker who has the sole authority, but they just won’t make a decision. How do you handle situations like that?"
Sales Made Simple™ They're not the decision maker...
A salesperson asks our sales expert (Skip Normand) a common problem (especially for new sales people): "I just found out the person that I’ve been calling on is not the decision maker and she’s made it clear to call on her. If I try to go around her, she’ll make sure that I never get any business from them. I’ve got nothing to lose so how do I handle this before going to the decision maker?"
Sales Made Simple™ This is the third bid I've lost in a row...
A salesperson asks our sales expert a common problem (especially for new sales people): "This is the third bid I’ve lost in a row where the prospect seemed very interested, but ended up staying with their current vendor. I feel like they share my recommendations with their current vendor who makes a few changes and then keeps the business. What can be done about this?"
Sales Made Simple™ What is a "trial close"?
A salesperson asks our sales expert a common problem (especially for new sales people): "My manager has tried to explain what a “trial close” is, but I’m just not getting it. You’re either closing or you’re not. What’s the difference and why use “trial closes?”
Sales Made Simple™ What's really driving their decision?
A salesperson asks our sales expert a common problem (especially for new sales people): "I’m about to lose a customer who says they’re going with another company because of price. I’m sure price isn’t the main issue. So if I can find out what’s really driving this decision, I may be able to save this account. I don’t quite know the best way to do this. What do you think I should do?"
Sales Made Simple™ Zero interest when cold calling...
A salesperson asks our sales expert a common problem (especially for new sales people): "I get almost zero interest when I’m cold calling. It’s usually, “We’ll call you if we need anything.” Got any suggestions?"
Seek Contrary Evidence (Interviewing Tip)
Explanation of the probing strategy of seeking contrary evidence.
Shamu Special
Review of the power of positive relationships.
She's Just a Kid
Workplace stereotyping based on age.
She's the One
Dealing with third-party sexual harassment and the fear of retaliation.
So, How Am I Doing? (from Achieving Communication Excellence)
The importance of being proactive and clarifying information when giving and receiving feedback.
Some of My Best Friends Have Them
Comments on provocative attire (towards a co-worker) in the workplace.
Speak Up! (from Achieving Communication Excellence)
Gain confidence to communicate in a direct and clear manner.
Stay in Control (from Increasing Emotional Intelligence)
Let's face it, sometimes we feel like we're going to explode! But we must be able to manage our emotions while at work - or else face the repercussions. And there are tools to do just that!
Straight TALK™ - A Spotlight on Change in the Workplace
As organizations change with increasing speed, so does the pace in which employees must respond. This new Straight TALK™ series focuses on common change management issues facing organizations today. Intended for managers and supervisors, this series gets straight to the point by providing easy-to-understand information - directly from Sollah's premiere subject matter experts.
Straight TALK™ - A Spotlight on Generations in the Workplace
Misunderstanding. Frustration. Conflict. All of these words describe the feelings of employees and team members in a workplace that now employs four generations. This new Straight TALK™ series focuses on the definition and common issues around our multi-generational workforce. Intended for managers and supervisors, this series gets straight to the point by providing easy-to-understand information - directly from Sollah's premiere subject matter experts.
Straight TALK™ - A Spotlight on Resolving Conflict in the Workplace
Conflict in the workplace isn't always unhealthy. There are many things to consider when dealing with both healthy and detrimental workplace conflict. This new Straight TALK™ series focuses on understanding conflict and our options on handling it. Intended for managers and supervisors, this series gets straight to the point by providing easy-to-understand information - directly from Sollah's premiere subject matter experts.
Straight TALK™ - A Spotlight on Retaliation
Preventing retaliation in the workplace is of utmost importance - not only to ensure a productive work environment, but to also keep the company (and their managers) out of court. This new Straight TALK™ series focuses on the definition and employment issues around retaliation. Intended for managers and supervisors, this series gets straight to the point by providing easy-to-understand information - directly from Sollah's premiere subject matter experts.
Substance Abuse: Appropriate Action
Dealing appropriately with unprofessional behavior caused by substance abuse.
Substance Abuse: Detection
Using reasonable suspicion of substance abuse to raise the issue of drug use with someone.
Substance Abuse: Intervention
How to legally intervene when a manager suspects substance abuse.
Substance Abuse: Staying Focused on the Issue
The importance of staying focused on performance concerns when dealing with a potential situation involving substance abuse.
Substance Abuse: Testing
The importance of communicating and enforcing employee drug testing policies is outlined in this short video.
Tailor Your Presentation
Learn about the importance of tailoring your presentation and the situations you may find yourself in when it becomes necessary... to effectively get your point across.
Take Another Look
Do we consider what impact the judgments we make have on morale, relationships, even careers of others? This video is a powerful tool for understanding the impact of hidden biases and stereotypes.
TAKE OUT Action (from The 3-OUT Approach to Workplace Safety)
The reality is you may be in an area where you just can’t escape and where you have no means of locking out the shooter. Your decision about which action to take has been made for you. This is the time when you - and the others with you - will TAKE OUT the shooter. When Take Out is your option, there are some things you can do that will increase your chances of prevailing.
Task or Relationship: Which Comes First?
Learn how people from different cultures work together... productively.
Team Troubles? (The 'Fight' Approach to Conflict)
Some people use an aggressive approach when upset - we call this the 'fight' approach. This vignette helps you anticipate this and help you think about how you can use T.I.M.E. principles when your own emotions are triggered.
That Hurts! (from Integrity Every Day)
Healthcare workers' role in ensuring quality of care.
That Wasn't a Smart Thing to Do...
Frequently cornering a coworker; isolation and intimidation. A good look at how intimidation might lead to more.
That’s My Bonus You’re Messin’ With! (The 'Freeze' Approach to Conflict)
Most of us don't like conflict! Some of us tend to 'freeze' when we are faced with situations that force us deal with tension in the workplace. It's important to remember that each of us is responsible for reacting in ways that will increase the odds for a successful resolution to the conflict.
That’s What I’m Hearing (from Good People, Bad Choices™)
Privy to some insider information, an employee decides to change her 401K allocation.
The "Whatever" Coworker (from Bad Apples™)
Dealing with an under-performing employee who appears to not care.
The ADA: Tough Questions & Straight Answers - Program Conclusion
The bottom line when it comes to the ADA is this... If you use common sense, treat individuals with disabilities fairly, and provide them with equal opportunities to prove they're capable of doing the job...You'll not only help keep yourself and your organization out of court... you'll probably find that they will turn out to be some of the very best, most highly motivated employees you've ever had.
The Best Side... (from Sexual Harassment? You Decide.)
How inappropriate comments about physical appearance can lead to sexual harassment (female to male).
The Big Picture (from Increasing Emotional Intelligence)
Learn how to keep things in perspective by managing expectations.
The Birthday Girl (Inappropriate Touching)
It should seem obvious by now, but touching in the workplace is a slippery slope when it comes to being legal. This short video shows how inappropriate touching and affection can lead to sexual harassment.
The Boss Who Knows it All, And Then Some (from Bad Apples™)
Dealing with a boss that discounts ideas and doesn't listen to reason.
The Boss Who Knows It All… And Then Some!
One of the first things we have to do when dealing with a bad attitude is decide whether it's worth our time… especially if it's somebody you have to interact with every day... including a manager or boss.
The Boss Who Knows It All… And Then Some! (Healthcare)
I am supposed to be able to share my ideas, right?! One of the first things we have to do when dealing with a bad attitude is decide whether it's worth our time. What if it is someone you have to deal with every day - a manager or boss.
The Critique - Sexual Harassment: It Can Happen Here
How inappropriate comments about physical appearance can lead to sexual harassment (male to female).
The Customer Who Got Up on the Wrong Side of the Bed (from Bad Apples™)
Dealing with a difficult customer - it takes work, but the benefits are easy to see.
The Family & Medical Leave Act (from It's the Law™)
One of the things you hear more and more about these days is balance. You know, balancing your work and the rest of your life. And a law with the purpose of helping employees balance their work and their life is the Family and Medical Leave Act (FMLA). Private sector employers with 50 or more employees, and all schools and government employers are covered by the FMLA. It’s a complicated law and this vignette helps demystify the FMLA.