Search Video Library for: Government
Right Side of the Line: Creating a Respectful & Harassment-Free Workplace™
Updated with the US Supreme Court decision protecting LGBTQ+ workers! Now more than ever, your employees need to know exactly where the boundaries of acceptable and legal workplace behavior are drawn. Right Side of the Line™ addresses harassment in all its form, including hazing, gossip, retaliation and more. This workshop meets federal compliance standards for harassment prevention training, giving employees the tools to resolve situations before they escalate. For your business issues on: Harassment, Discrimination, EEOC & Legal Issues.
Discussion Card: Leverage the Power of Inclusion
SOLLAH EXCLUSIVE!
Diversity just is... but inclusion is the glue that binds a productive and innovative workplace. These easy-to-use cards provide thought-provoking statements on effective ways to enhance and leverage the power of inclusion. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Discussion Card: Using FOSA™
SOLLAH EXCLUSIVE!
When an employee isn't doing what is needed or expected, progressive discipline is an essential way to get them back on track. FOSA™ is an easy-to-implement approach to positively address employee discipline issues. These easy-to-use cards provide a simple model (F.O.S.A.) along with simple reminders to effectively tackle tough workplace discipline issues. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Everyday Diversity™ Recruiting, Hiring & Retaining Diverse Talent
Studies have shown that having a diverse team is more innovative. But let's be real, finding and hiring diverse talent is often easier said than done. How can we get past potential bias and get the right talent in the door? And how do we keep them? This fast and fun new series answers common questions and provides real world tips on finding and keeping diverse talent.
The Oh Series™ Everyday Workplace Ethics
Ethics. It's a small word with a huge impact... both personally and professionally. When we’re faced with a decision that involves right and wrong choices at home or at work, sometimes it's hard to figure out what's the best decision in a given situation. This program provides easy-to-understand situations that help all employees tackle the "oh" workplace ethics events that they might encounter throughout the workday.
TrainingBytes® Are You Giving 110%?
Inclusion is making sure everyone has an opportunity to fully participate in the workplace – to be on the team. Inclusion is about recognizing and responding to the needs of all employees. It’s talking about co-workers in a supportive way, rather than criticizing them behind their backs. Most importantly, inclusion is about making sure work assignments and activities, including work-related social events, do not exclude or disadvantage anyone.
TrainingBytes® Lunch is On Me!
Each of us has a moral code. Sometimes that code is very clear to us. We may know we wouldn’t steal a jacket from a store or that we wouldn’t violently harm someone else. Sometimes, though, we aren’t quite as clear about how we’ll respond, especially when we’re caught off-guard and don’t have a lot of time to think about our response. We may want to please the other person, or we may think the other person won’t like us if we don’t do as asked.
Listen Up! I'm Pushing Them All the Time
Listening is the most used aspect of communication, and the way we listen determines what we hear. The most common type of communication is passive listening - when you hear what someone else is saying, but you’re not really actively engaging in the communication process, getting involved with what the other person is saying or telling you, or trying to understand the communication. We need to become active listeners!
Leadership Myths™
SOLLAH EXCLUSIVE!
Leadership is important to your company because it causes managers to make an emotional commitment to their jobs, not just a financial or intellectual commitment. When your job becomes a source of personal value fulfillment for you, you’re going to protect that source by making your company successful. But that’s not why you should be a leader. As a manager your most important responsibility is to your company. As a leader your most important responsibility is to yourself. This is the single most supportive corporate action you can take. That’s why people become leaders, to fulfill their personal values. After all it’s not easy being a leader!
TrainingBytes® You'd Be Perfect
Whether subtle or overt, discrimination based upon race is illegal. This video situation shows an employee who felt they were targeted or assigned specific territories (red lining) because of their race. The law prohibits organizations from assigning primarily minorities to predominantly minority establishments or geographic areas.
TrainingBytes® Bullying in the Workplace
Bullying is repetitive, aggressive behavior. It can be physical, verbal, or social...and creates an imbalance of power through intimidation. Abusive conduct or bullying behaviors can include...pushing, shoving, or invasion of space, persistent, repetitive insults, teasing or taunting, constant criticism, rumors, humiliation or ridicule. These behaviors should never be tolerated. This unacceptable conduct can bring your entire team down. When one person is bullied, it creates stress for the target along with other team members who might witness the behavior.
TrainingBytes® Let Me Get That For You
Under federal law, discrimination based on sexual orientation is illegal. In several states and local jurisdictions, there are laws which provide additional protections from harassment and discrimination based on perceived - as well as actual - sexual orientation. And if this kind of behavior happens in one of those places, coworkers may very well end up on the wrong side of a hostile environment harassment lawsuit.
TrainingBytes® Make My Day...
Third party sexual harassment is a form of sexual harassment that occurs when someone who is not an employee of the organization, such as a customer, client, or vendor, harasses an employee. This can create a hostile, offensive, or intimidating work environment for the target of the harassment, and affect their performance, well-being, and rights.
TrainingBytes® The Critique
When it comes to inappropriate workplace comments (even joking and innuendo), sometimes it takes voicing your objections to the person more than once before they get the message. The idea is to be consistent. Each time that their behavior crosses the line you must confront them. Now, if you don't feel comfortable confronting them, document each incident and then go to human resources about the situation. This type of behavior is unacceptable.
TrainingBytes® The Invitation
Being a target of quid pro quo sexual harassment creates a workplace that's toxic. We all have the right to work in an environment free of harassment. Sexual harassment affects all of us, directly or indirectly. If not addressed, sexual harassment will create a hostile work environment that can lead to an expensive lawsuit.
TrainingBytes® You're Gonna Lose
Do your employees/staff/leaders know the subtle differences between inappropriate, unprofessional or illegal workplace behavior? Simply asking a question about a woman's natural hair color… isn't unlawful in and of itself. But what if a comment was made regarding an ongoing bet about a co-worker? Could it be considered hostile environment sexual harassment?
Discussion Card: Workplace Bullying for Managers
SOLLAH EXCLUSIVE!
Are you a bully boss? Does your management style promote a respectful workplace... or create fear and animosity? These easy-to-use cards provide a quick overview along with thought-provoking definitions and questions on effective ways to address and prevent workplace bullying. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Ask Open-Ended Questions (from More Than a Gut Feeling™ IV)
SOLLAH EXCLUSIVE!
One of the steps in the behavior-based interview process, asking open-ended questions is essential in getting your interview questions answered... effectively. This video provides some tips on the importance of asking the right questions - in the right way - to get the most accurate information from interviewees.
Maximized Leadership™ The Power Of Positivity
SOLLAH EXCLUSIVE!
This exciting new program is designed to teach people how to improve their relationships at work in order to become more productive and to achieve better results. We have to rely on and work with others in order to be productive and achieve results. The problem is that many work environments are not conducive to positive relationships. Instead, they are focused on the mistake, leading us to inadvertently reinforcing what we don’t want to happen - the negative behavior. This program shows learners how to improve workplace relationships and productivity by using the Positivity Approach.
Wanna Bet?
SOLLAH EXCLUSIVE!
In many organizations, the use of internet, intranet and other electronic media, such as voicemail and email, is restricted to business use. If personal use is allowed, the technology must be used in accordance with policy and the law - especially when it comes to possible cybersecurity impacts.
Leadership Essentials™
SOLLAH EXCLUSIVE!
We all might have some preconceived ideas of what personal leadership might be. This short video explores the concept of personal (and effective) leadership and the impact it can have within our organization by asking these key questions: What is leadership? What are some of the characteristics of someone who exhibits personal leadership? What is it they say and do that demonstrates personal leadership? Why is personal leadership important to our organization/department/team?
The Interview Sequence (from More Than a Gut Feeling™ IV)
SOLLAH EXCLUSIVE!
There is a process when it comes to behavior-based interviewing. This video gives you look into the powerful interview process based on the world's best-selling interviewing program.
Discussion Card: Workplace Bullying for Employees
SOLLAH EXCLUSIVE!
Recognizing and stopping all forms of harassment is an essential component of a respectful and innovative workplace. These easy-to-use cards provide a quick overview along with thought-provoking definitions on effective ways to address and prevent workplace bullying. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
Intro / Turnover is Costly (from More Than a Gut Feeling™ IV)
SOLLAH EXCLUSIVE!
We all know that turnover is costly. And that is what generally happens when we hire the wrong people. This video sets up the behavior-based approach - hitting on the true costs of turnover.
I Said Something™ Unmentionables!
SOLLAH EXCLUSIVE!
When a person in a position of power decides to target an employee, they are often hurtful and clearly inappropriate — just like a schoolyard bully. This is compounded by the situations where the bully is also the boss. But the situation can and should be addressed. Like other bullies, a boss who’s out of control needs to be reminded when they cross the line.
Discussion Card: I Said Something™ Promoting Respectful Workplace Behavior
SOLLAH EXCLUSIVE!
Recognizing and stopping harassment is an essential component of a respectful and innovative workplace. These easy-to-use cards provide a simple model along with thought-provoking questions on effective ways to address and prevent workplace harassment and bullying. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
I Wish My Manager Would Just...™
The powerful new program features employees speaking out about what their managers could do to help them be successful. It provides a fantastic look into what employees are really thinking about when it comes to their manager/supervisor relationship. It might not always easy to hear, but there's value in simply listening to what staff/associates/team members are all saying... about you!
Maximized Leadership™ Understanding Empathy
SOLLAH EXCLUSIVE!
Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another person's position. It’s a powerful tool to build and maintain relationships – both inside and outside the workplace!
TrainingBytes® I'm The Only One...™
Great teamwork starts with people feeling they are important… and that their experience, skills and ideas matter! However, when someone is an “Only One" it can be harder for them to feel like they are part of the group... feel like they are included! Are you an ‘only one’ on your team?
The Negative Impact of Unconscious Bias
SOLLAH EXCLUSIVE!
Bias refers to the persistent, harmful and unequal treatment of someone based solely on some characteristic they possess or their apparent membership in or identification with a particular group. By being self-aware and willing to engage with others when bias is unintentionally implied or expressed, we can better resolve problems and promote more effective working relationships.
Maximized Leadership™ Leveraging Positive Reinforcement
SOLLAH EXCLUSIVE!
Leaders and managers today are going at full speed - all the time. So, a lot of them think, "When do I have extra time to worry about redirecting employees?" Well, you can't afford not to redirect them! Positive redirection comes into play when you first notice that something's not right, it might not be completely wrong, but it's not in the direction you want. So…you redirect it.
Working on Diverse Teams (Pocket Guide)
We've taken ten of our best-selling discussion cards and created a pack of powerful, poignant and easy-to-use triggers for getting diversity, equity and inclusion conversations started! Each of the ten cards provides a simple model along with thought-provoking questions on various topics that will drive team cohesiveness. These cards are great for a quick training reminder, reinforcement, performance management or as a conversation generator.
ENOUGH!™ The Consequences of Sexual Harassment
ENOUGH!™ is a completely new approach to sexual harassment training. This video program is strategically designed in two-parts to deeply engage each learner, creating empathy – with a realistic view of workplace harassment and the fallout associated with a non-compliant culture. ENOUGH! uses a dramatic story line and character interviews to help participants become more aware of the consequences due to the issues surrounding sexual harassment and to help them identify what they should do if they experience or witness sexual harassment.
TrainingBytes® Unconscious Bias in Action
We don’t like to think of ourselves as having biases toward others. The fact is many of these biases exist in our society and in our memory and are sometimes expressed unknowingly. By being self-aware and willing to engage with others when bias is unintentionally implied or expressed, we can better resolve problems and promote more effective working relationships.
TrainingBytes® Stressed Out? Tips to Get Relief
Stress is the body's reaction to any change that requires an adjustment or response. The body reacts to these changes with physical, mental, and emotional responses. In simple terms, stress occurs when something is impacting us… mostly based on the fear of the unknown. Stress is a part of life – both at work and at home. Tackling it head-on is the best way to overcome the negative results of stress!
Diversity Is...™
Struggling with the concept of diversity? In short, diversity is all around us. It just is! This thought-provoking, short video uses impactful imagery and music to raise awareness and reinforce the concept (and power) of diversity.
TrainingBytes® I Thought You Could Handle This!
SOLLAH EXCLUSIVE!
Retaliation in the workplace is illegal. All employees (managers included) must understand that workplace retaliation will kill productivity and could even lead to a costly lawsuit. Identifying and stopping retaliation must be top-of-mind in all organizations.
TrainingBytes® No Way Not Me!
Simply not harassing women is not enough. Men must commit to mentoring women. Organizations must commit to mentoring women. Now more than ever, we need men to support women in the workplace... not avoid them. When women have the same opportunities to succeed and lead as men, it spurs innovation... and enables equity and a stronger sense of belonging.
Courage 2 Coach™
Let's face it. Being a manager these days is tough. We've all got a lot on our plate, and there are days when some of the people we manage seem to have a hard time with the concept of "common sense." And, as competitive as the job market is these days…it’s difficult to attract and retain good people. The only thing that works is having the courage to coach.
I Said Something™ You Look… Scrumptious!
SOLLAH EXCLUSIVE!
Sexual harassment can happen in many different forms. While it can be shocking to encounter and/or witness blatant sexual harassment, having an uncomfortable conversation with the perpetrator can help to redraw the lines.
TrainingBytes® Go Back to Where I Came From
When racism or bigotry impacts an employee, the organization must step in and take corrective action. Whether its co-workers, customers or the general public, organizations have a clear responsibility to protect their employees. Employees need to know what to do in these situations.
Training Activities Package
SOLLAH EXCLUSIVE!
A package of over twenty activities designed to encourage longevity of skills. Use this activity bundle to support skill development and to help turn appropriate actions into habits for maximum long-term impact.
TrainingBytes® Telecommuting Tips & Tricks
Working from home is great on so many levels. But there are a whole new set of challenges, too. How do you keep from getting distracted when domestic duties call? How do you handle a family member who stops by unannounced in the middle of the day? How do you get anything done if you have kids around? This video provides a few quick tips for successfully navigating the pitfalls of telecommuting.
Interviewing: More Than a Gut Feeling™ (How-To Book)
World-Wide Best-Seller! Now you can take the guesswork out of hiring by relying on fair, logical ways to identify the best candidate for a job. This excellent how-to book will help you learn how to use the behavior-based approach to interviewing. By asking questions that probe for past behavior, you will be able to identify the candidate best suited for the job. You’ll also discover tips on how to save an uncomfortable interviewing situation. This How-To Book™ is 96 pages.
Diversity 101™ An Overview
Know what a 'diversity moment' is? How about the power of inclusion in the workplace? Understand the impact of respecting others? This fun video defines key diversity, equity and inclusion terms in a way that everyone will understand.
Diversity 101™ The "PC" Police are Here
We’ve probably all heard expressions that seem harmless. But the truth is their effects can be very destructive. And when we have to let a co-worker - maybe someone we've worked with for years - know that he or she has said something that's causing a lot of friction - it can be a real challenge because it's easy to fall into sarcasm.
The 3-OUT Approach to Workplace Safety
Being prepared begins with…accepting the reality that today’s world demands us to be ready for the unexpected. AND… changing the way YOU see your environment. This module covers the principles & techniques of the “3-OUT” model (GET OUT | LOCK OUT | TAKE OUT) and how you can be prepared for potential violence in your workplace.
You Be the Judge™ II
National Best-Seller! Managers within your organization may well understand the importance of avoiding obvious discriminatory interview questions. But what if a manager asks a discriminatory question unintentionally? The principles of legal and effective interviewing are presented in this Law & Order-style program, find out the interview no-no's, side-step the legal landmines, and conduct a fair and effective interview.
Diversity 101™ That Wasn't Funny
Sometimes we may think it is okay to tell jokes about our own group or about other groups when we think no one will be offended. The problem is some jokes may cross the line between what’s okay and what may be a violation of a policy or work rule. Even if you are on a break...
The Sid Story™
Digitally Remastered! As a manager, are you concentrating on the negative aspects of your employees performances? After watching this video, you’ll discover that even difficult employees perform better with frequent positive feedback and occasional constructive criticism. Skeptical workers with “who cares" attitudes can be motivated!
Documenting Discipline (How-To Book)
Managers can protect themselves and their organization against legal action - if they get incidents properly documented. This best-selling resource provides steps to ensure solid, consistent documentation procedures throughout the entire organization. You will also learn how to correct performance problems with progressive discipline.
PREVAIL!® (Armed Intruder/Active Shooter Training)
As most of us are aware, violence on the job manifests itself in many forms; from emotional abuse to bullying to assault and even homicide. While the latter is the least common, it is the most devastating to employees, families, employers and their communities. PREVAIL!® is designed to help your organization better respond in violent situations involving an armed threat. This program provides employees, managers and executives with information and strategies on recognizing and responding to the dynamic challenges and issues of violent incidents within the workplace.
Mentoring 201™ - The Next Steps for Success
A mentor is one of any organization’s greatest resources. Having a committed mentor is a key factor to improving employee engagement - and we know that good engagement means employees will stay longer and their contributions increase. Mentoring 201 takes a closer look at some key elements of the mentor/mentee relationship that includes: planning for a successful discussion, setting goals, identifying career paths and establishing development needs.
TrainingBytes® Telecommuting Tips & Tricks (Employee Interview)
There is a really great upside about working from home. But it can get crazy! You need to have a plan of action and some preparation when working remotely. This short video gives you some tips and tricks from an employee perspective. Learn how, as an employee, you can prepare and successfully (and productively) work from home.
Legal Issues for Managers (How-To Book)
Employment practices in the United States are governed by a wide variety of federal, state, and local laws. As a manager or supervisor, you must understand these laws so that you can make objective, consistent, and legal decisions. You do not have to be an expert on every aspect of every employment law, but you do have to know enough to recognize when you need to seek help from a human resources professional or legal counsel.
Mentoring For Success (How-To Book)
In order for businesses to survive and remain competitive, they must respond to this changing environment. As Tom Peters observes in Thriving on Chaos, “Excellent firms don’t believe in excellence—only in constant improvement and constant change.” As part of their response to change, successful organizations seek ways to support and foster employee growth and development. Managers are developing skills to facilitate this process. They are acting as mentors to their employees. Coworkers and other employees with company experience and skills are also offering their services as mentors to less-experienced employees.
Stopping Sexual Harassment Before It Starts (How-To Book)
Sexual harassment is one of the most complex workplace issues of our time. It is at once a legal issue, an emotional issue, a civil rights issue, and a very personal issue. It can be both easy to define and impossible to define. It can result from innocent actions or from criminal behavior. It can take place in a few seconds or require several years to develop. It can be a very public matter or an extremely private issue. But one thing is clear about sexual harassment. It must be taken seriously by all employers. Large and small organizations across the United States are being held accountable for incidents of sexual harassment.
TrainingBytes® Look Who Checked In...™
Patients in gender transition are dealing with emotions, questions, stares and even discrimination. The bottom line message of this short video is simple: Everyone must be treated with respect. It doesn’t matter if you are a patient, co-worker or vendor, we all deserve to be heard and treated fairly…and…sometimes we need to speak up to make that happen!
Mentoring 101™ - The Basics
When you’re a mentor, you’re really like a coach… someone who can speak from experience… a resource that can give insight, even tips - that will help someone else be successful at what they’re doing. Some organizations have official mentors while others have an informal approach to mentoring. No matter how it happens, as a mentor, you’re filling a vital role to the on-going success of your organization.
Sexual Harassment? You Decide.™ Real Situations for Discussion
Do your employees know the difference between borderline behavior and sexual harassment? Do they know how to handle borderline situations involving themselves or their coworkers? Using this program in mandatory annual training can help to reduce your organization’s risk from sexual harassment lawsuits. It’s a powerful tool to drive discussion, build awareness and prevent incidents of sexual harassment.
Unconscious Bias Is...™
Because much of our learning takes place at an unconscious level, we are not aware of the fact that it exists, hence the term “unconscious” bias. By being self-aware and willing to engage with others when bias is unintentionally implied or expressed we can better resolve problems and promote more effective working relationships.
Everybody Does It
Unauthorized use of intellectual property; copying work-related software for home use.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Being Cooperative and Respectful
How building rapport, sharing credit and keeping a manager informed creates cooperative and respectful behavior.
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.
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.
Why Did I Push All Those Buttons? (from No Problem!)
We all know that customers can get frustrated when dealing with automated phone systems, right? So, when you run into that kind of a situation, avoid making excuses or saying things like - "I know - I hate pushing all those buttons, too." Instead, thank the customer for waiting. Empathize with how frustrating it can be. Reassure the customer that you're willing to help. And be sure to keep your tone of voice and choice of words positive.
TrainingBytes® Understanding Suicide
There were over 48,000 suicides in the United States - equal to about 132 suicides each day. Suicide is most often preventable. Most victims do not want to die. They have run out of options, see no way out or can see no end to the pain. Raise awareness and understanding about suicide.
TrainingBytes® Understanding Trauma Recovery
Trauma is a response to a terrible or negative event. It occurs when you feel emotionally or mentally hurt by something that has happened. Some examples of traumatic events can include the death of a family member or friend, major physical challenges, experiencing verbal or physical abuse, financial ruin, a plane or automobile crash, an extremely difficult relationship or breakup, or a natural disaster like a flood, tornado or hurricane. Most people will experience some form of trauma in their lives. We need to realize that there is always hope for recovery.
TrainingBytes® Understanding Work-Life Balance
Work-life balance is adjusting your day-to-day activities to achieve a sense of balance between work life and personal life. In many careers, it’s challenging to achieve that balance. The consequences of a poor work-life balance can be a real strain on your personal relationships and even reduce productivity at work. But, one of the most harmful consequences of that imbalance is a decline in your health. Too many work demands on your time may increase your stress levels.
Global Diversity: Experience an Open World
International business requires agile thinkers, trained to overcome cultural obstacles that can cost companies millions of dollars. Global Diversity: Experience an Open World is a great way to introduce the concept of putting smart global communication skills into action.
Respect Is...™
Being respectful towards others is something we all need...and deserve. This thought-provoking, powerful short video uses impactful imagery, video and music to encourage discussion on the importance of a respectful workplace.
Taking Care of Your Future Is...™
Stimulate discussion about what it really takes to succeed in a career. This thought-provoking, powerful short video uses impactful imagery, video and music to stimulate a discussion about what it takes to get your career on track and rolling. A common sense approach to understanding the important things to remember in the workplace.
Transgender Transition Is...™
Team members, employees and managers within your organization may have questions about another employee in transition. This thought-provoking, powerful short video uses impactful imagery, video and music to inform and encourage discussion on transgender transition.
Unconscious Bias Is...™ (Manager Version)
Much of our learning takes place at an unconscious level - hence the term “unconscious” or "hidden" bias. Managing others to be self-aware and willing to engage fellow employees, customers and vendors when bias is unintentionally implied or expressed is key to better resolving problems and promoting more effective working relationships.
Workplace Violence Is...™
Violence affects ALL of us. We must recognize the warning signs and then speak up. Most violence is less obvious than someone walking in with a gun. A thought-provoking video that uses music, text and graphics to inspire and stimulate discussion about workplace violence and all its forms.
Accurate Communication - A Quick Conversation
In New York, taxi means a “black and yellow,” in India a “rickshaw,” in Thailand a “tuk tuk,” and in Haiti a “tap tap.” Travelers in foreign countries can be very surprised by another culture’s definition of taxi. Therefore, even with the most common of words, understanding the context in which that word is used is critical to understanding the significance behind what is being said, whether communicating across the world or across the hall.
Adapt to Encourage Growth - A Quick Conversation
Whales possess the ability to adapt what they hear and then make it their own. Adaptive communication is a skill that is also critical to organizational growth. Keeping something the same just “because this is the way we have always done it” hinders an organization from innovating and progressing.
Adversity Creates Inspiration - A Quick Conversation
When diverse teams come together, there can be conflict if there is a lack of understanding and trust among team members. When there is a lack of trust, the team is fighting its differences instead of embracing them. When teams embrace the challenges that come with differences, the differences can be leveraged for inspiration and growth.
Challenge What Needs To Be Changed - A Quick Conversation
There are times when faced with the choice of following the rules or fighting for a principal such as equality, that a fight against the rules is the right action to take. When working in a diverse environment, pay attention for opportunities to fight for the principal of inclusion instead of following the unspoken rule of “that is the way it has always been done.”
Craft Your Message With Purpose - A Quick Conversation
An enduring whimsical tradition that many people are familiar with is the act of placing a written message in a bottle and tossing it into the sea. The composer of the message has no idea who is going to receive the message or when they might get it -or if anyone will at all. Not knowing the end recipient of the message limits the ability to communicate with intention. Communication across differences is often done in a similar fashion.
Create A Blueprint - A Quick Conversation
When constructing a skyscraper, it is of the utmost importance to have properly designed and vetted blueprints. These blueprints serve as the authoritative guide to the thousands of decisions that must be made in order to construct a working, unified building. Much like the construction of a skyscraper, the task of starting a new diversity initiative requires a carefully drawn up blueprint, or diversity strategy, that provides the ultimate vision for the company.
Create Structure to Help Bridge Barriers - A Quick Conversation
Foosball is a tabletop soccer game featuring players that are fixed in position, meaning that each player can only cover a predetermined area. Flexibility, adapting, or helping out are all out of the question. This lack of flexibility is similar in some ways to teams that are spread out over multiple locations or across borders, as their interactions are also limited in a predetermined way. The lack of face-to-face interaction can reduce the team’s ability to adjust and adapt as quickly as a team that is located all at one site.
Create Your Own Opportunities - A Quick Conversation
When working on diverse teams, sometimes you have to create your own opportunities by putting forth new ideas, proposing collaborations, and building networks that will help accomplish your goals.
Cultural Quick Tips - A Quick Conversation
Work forces around the world are diversifying daily. Understanding the implications of a diversified workplace or marketplace is critical for any organization. A company that lacks the ability to attract and retain diverse employees risks dulling its competitive edge. Being proactive about assessing and understanding demographic trends allows an employer to prepare for change rather than react to a trend after the fact.