Complete Video Library

Generations: M.E.E.T. for Respect in the Workplace™ (For Employees)

With workers from multiple (up to 5) generations now active in the workforce, the potential for misunderstanding, frustration and conflict puts increasing pressure on productivity. To turn that challenge into a competitive advantage, this program applies the M.E.E.T. approach to the complexities of effectively working in and managing a multi-age workforce.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Office & General, Retail & Hospitality, Government Other Topics: Communication, Compliance, Generational Challenges, Interpersonal Skills, Management, Micro-Inequities/Micro-Aggressions, Onboarding, Professionalism, Unconscious / Hidden Bias Closed Captioned
PREVAIL!® for Middle Schools / High Schools

PREVAIL!® for Middle Schools / High Schools

An armed intruder situation is something few of us have prepared for. And it’s that lack of preparation that raises anxiety… and fear. Where does fear come from? It’s having a problem… without a solution. This program is intended to give you a solution. Based on real life situations, this program is dedicated to helping you save lives… and prevail!

Topic: Armed Intruder / Active Shooter Learning Paths: Leadership, Workplace Safety Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Workplace Safety & Awareness Closed Captioned

Johnny the Bagger® A True Story of Customer Service™

Inspire your workforce to deliver service from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring, best-selling program features the true story of "Johnny," a young man who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization. Use Johnny the Bagger to empower and excite all employees about bringing their best service to the front-line of business.

Topic: Customer Service Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Motivation Closed Captioned

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
Seek Transformation - A Quick Conversation

Seek Transformation - A Quick Conversation

For weeks after birth, a caterpillar eats continuously; growing nearly 100 times its initial size before it spins itself into a chrysalis. Within the chrysalis, the caterpillar’s robust body completely breaks down into a DNA soup, where it takes several more weeks to reform into a beautiful, adult butterfly. Like the foraging caterpillar, a team spends time nourishing their group culture in order to prosper. However, in order to evolve even further, there comes a time when even the strongest teams need to break down and transform their fundamental team roles, structure, processes, goals, and vision in order to grow.

Topic: Teamwork Learning Paths: Leadership, Personal Performance Type: Activities Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Collaboration, Discussion Trigger

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

Another Look: Defining Respect in Healthcare™

Providing quality healthcare also includes recognizing that employees and others in the work environment have diverse backgrounds and a desire for respect and understanding as well.

Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Belonging Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Government Other Topics: Communication, Inclusion / Equity / Belonging, Interpersonal Skills, Effective Leadership, Professionalism, Respect / Respectfulness 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

Five Completely Sane People

It's sometimes tough bringing a group of diverse and free-thinking individuals together on a team - and expect them to immediately gel. This video demonstrates the work needed to get the best from a multi-generational team. Includes varying views of appropriate business etiquette.

Topic: Diversity Dynamics Learning Paths: Diversity, Equity, Inclusion & Belonging, Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Compliance, Generational Challenges, Inclusion / Equity / Belonging, Interpersonal Skills, Effective Leadership, Management, Professionalism, Respect / Respectfulness, Teamwork 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