Complete Video Library
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).
Video Vignettes Leadership Compliance, Management
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.
Video Vignettes Ethics & Compliance Harassment Prevention, Compliance, Discrimination, Professionalism, Workplace Civility
Recognize Opportunities
Helping a sales staff member recognize (the importance of) sales opportunities.
Video Vignettes Personal Performance Sales & Service, Communication, Sales
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.
Video Vignettes Personal Performance Sales & Service, Communication, Sales
Recognize Opportunities (Example 2)
An example of how sales team members can practice skills to recognize sales opportunities.
Video Vignettes Personal Performance Sales & Service, Communication, Sales
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.
Video Vignettes Ethics & Compliance, Leadership Management, Compliance, Harassment Prevention, Professionalism
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.
Video Vignettes Ethics & Compliance Abusive Conduct / Bullying, Harassment Prevention, Professionalism
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!
Video Vignettes Ethics & Compliance, Leadership Compliance, Professionalism
Redirect
Redirecting focus when mistakes are made is a key strategy to building positive relationships.
Video Vignettes Leadership Effective Leadership, Communication, Interpersonal Skills, Professionalism, Sales & Service
Redirection and the Five Steps Explained
Explains how to refocus attention and energy on desirable behavior.
Video Vignettes Leadership Effective Leadership, Communication, Interpersonal Skills, Professionalism, Sales & Service
Redirection With a Coworker
How using positive redirection with a coworker improves relationships and performance.
Video Vignettes Leadership, Personal Performance Effective Leadership, Communication, Interpersonal Skills, Professionalism, Sales & Service
Redirection With a Team Member
How using positive redirection with a team member improves relationships and productivity.
Video Vignettes Leadership, Personal Performance Effective Leadership, Communication, Interpersonal Skills, Professionalism, Sales & Service
Redirection With an Employee
How a supervisor uses positive redirection to correct a mistake and meet customer needs.
Video Vignettes Leadership Effective Leadership, Communication, Interpersonal Skills, Professionalism, Sales & Service
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.
Video Vignettes Leadership Management, Communication, Effective Leadership, Professionalism
Resolving Problems (Example 1)
A demonstration of how to use problem-solving skills to help resolve an issue with a sales team member.
Video Vignettes Personal Performance Sales & Service, Communication, Problem Resolution, Sales
Return to the Target of the Question (Interviewing Tips)
Explanation of the probing strategy of returning to the target of the question
Video Vignettes Leadership Effective (& Legal) Interviewing, Communication, Effective Leadership, Professionalism
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?"
Video Vignettes Personal Performance Sales & Service, Coaching & Mentoring, Sales, Selling
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?"
Video Vignettes Personal Performance Sales & Service, Sales, Selling
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?"
Video Vignettes Personal Performance Sales & Service, Coaching & Mentoring, Sales, Selling
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?"
Video Vignettes Personal Performance Sales & Service, Sales, Selling