Search Video Library for: Retail & Hospitality
Managing Silence (Behavior-Based Interviewing)
Being uncomfortable with silence during an interview may be the most common problem interviewers face, and most will just change the subject and move on. But look at it this way. When candidates are silent, it usually means they're thinking. That silence is your friend, your tool. If you change the subject and move on, you may be shutting down a revealing answer. So respect silence.
Video Vignettes Leadership, Personal Performance Hiring & Recruiting, Interpersonal Skills, Effective (& Legal) Interviewing, Successfully Leading Others, Management
Narrow Your Focus
How narrowing the focus of communication can add clarity and immediacy.
Video Vignettes Personal Performance Communication, Interpersonal Skills, Professionalism
No Mistakes! (from FOSA™ Documenting Discipline)
Everybody makes mistakes. That's a true statement. But the expectation should be that we get all the work done and that it's 100% accurate. This video walks through setting accuracy/work expectations.
Video Vignettes Ethics & Compliance, Leadership Management, Coaching & Mentoring, Employee Documentation, Successfully Leading Others, Problem Resolution
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.
Video Vignettes Leadership, Personal Performance Hiring & Recruiting, Interpersonal Skills, Effective (& Legal) Interviewing, Successfully Leading Others, Management
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.
Video Vignettes Leadership Effective Leadership, Change, Communication, Interpersonal Skills, Motivation, Professionalism
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.
Video Vignettes Leadership Successfully Leading Others, Communication, Interpersonal Skills, Effective Leadership, New Supervisor, Professionalism
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.
Video Vignettes Leadership Successfully Leading Others, Communication, Interpersonal Skills, Effective Leadership, New Supervisor, Professionalism
Perfect Storm
The implications of a manager taking action due to a fear of a claim of retaliation from an employee.
Video Vignettes Ethics & Compliance Retaliation / Reprisal, Compliance, Harassment Prevention, Professionalism
Picture of The Day
Recognizing gender-based harassment; improper use of company email.
Video Vignettes Ethics & Compliance Harassment Prevention, Communication, Compliance, Interpersonal Skills, Professionalism
Prepare for Communicating Effectively
How to best prepare to communicate effectively. Follow a process for getting ready to communicate with others.
Video Vignettes Leadership, Personal Performance Communication, Interpersonal Skills, Professionalism
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.
Video Vignettes Ethics & Compliance Abusive Conduct / Bullying, Interpersonal Skills, Professionalism
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 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