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Are You Going to Get That?
How to best handle phone calls while also helping another customer in person.
#1 ID:110Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism, Customer Service Closed CaptionedCoaching Moment 2 (Sales Coaching)
Helping a sales rep deal with objections to close the sale. Pricing objections, price justifications and connecting customers needs to your solutions are all covered in this realistic scenario.
#2 ID:603Topic: Sales & Service Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedRecognize Opportunities
Helping a sales staff member recognize sales opportunities.
#3 ID:606Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedResolving Problems
Helping a sales team member resolve an issue.
#4 ID:604Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales, Problem Resolution Closed CaptionedSet the Stage
Discusses how to successfully prepare for a sales call.
#5 ID:609Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedSMART-START™ Sales Truths
A clear-cut video that uses music,text and graphics to energize a group and share the fundamental truths of successful selling.
#6 ID:499Topic: Sales & Service Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, ProfessionalismYour Path to Success™ Serving Others
These days, when most people pick up the phone, write an email or walk into an office or store, they pretty much expect the service they're going to get is indifferent or even just plain awful. Little things like… Thanking the customer and empathizing with their situation. Acknowledging their emotions, rather than ignoring them. And reassuring the customer that your goal is to help… Those are the kinds of things that make customers feel like you really care.
#7 ID:2290Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Professionalism, Customer Service, Personal Improvement Closed CaptionedSales Series: Win the S.A.L.E.™ for Sales Professionals
Designed for sales professionals, this program contains powerful, comprehensive training that educates and inspires employees with limited sales experience, enabling them to strengthen your organization's sales performance, top-to-bottom.
#8 ID:593Topic: Sales & Service Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Professionalism Closed CaptionedWinning the S.A.L.E.™ - An Example
A practical example of the steps involved in the S.A.L.E. process.
#9 ID:613Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, SalesSales Series: Coach the S.A.L.E.™ for Sales Managers
This program is designed to help sales managers recognize and respond to common challenges by providing a four-step process (S.A.L.E.) which can be used to motivate and coach sales staff.
#10 ID:591Topic: Sales & Service Learning Path: Leadership Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Leadership, Professionalism Closed CaptionedSales Series: Support the S.A.L.E.™ for Service and Support Professionals
Designed for service and support professionals! This program contains powerful, comprehensive training that educates and inspires employees with limited sales experience - enabling them to strengthen your organization's sales performance - top-to-bottom.
#11 ID:592Topic: Sales & Service Learning Path: Leadership Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Professionalism Closed CaptionedAnalyze Needs (Sales Process)
Reviews how to best analyze the needs of a client during the sales process.
#12 ID:610Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedCoaching Moment 1 (Sales Coaching)
Coaching to keep a strength from becoming a liability. This video specifically covers recognizing buying signals and building trust without losing credibility.
#13 ID:602Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Interpersonal Skills Closed CaptionedEstablish Commitment (Sales Process)
Discusses how to gain commitment from a client during a sales interaction.
#14 ID:612Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, SalesLet Me Make Myself Perfectly Clear
Meeting a customer's needs without going against company policy.
#15 ID:116Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedLink to Solutions (Sales Process)
Reviews how to best link a client's needs with solutions.
#16 ID:611Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedRecognize Opportunities (Example 1)
An example of how sales team members can practice skills to recognize sales opportunities.
#17 ID:607Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedRecognize Opportunities (Example 2)
An example of how sales team members can practice skills to recognize sales opportunities.
#18 ID:608Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales Closed CaptionedRedirect
Redirecting focus when mistakes are made is a key strategy to building positive relationships.
#19 ID:383Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedResolving Problems (Example 1)
A demonstration of how to use problem-solving skills to help resolve an issue with a sales team member.
#20 ID:605Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Sales, Problem Resolution Closed CaptionedSales Made Simple™ - Advanced Level Sales
Even your best sales people need some help every once in a while. The Sales Made Simple™ (Advanced Level Sales) package provides six common sales questions designed to help empower your sales team. Each question is answered by our sales expert in easy-to-implement coaching bites.
#21 ID:1686Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Selling Closed CaptionedSales 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?"
#22 ID:1661Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Coaching & Mentoring, Selling Closed CaptionedSales Made Simple™ - Complete Series
Let's face it, tons of sales training rarely hits real life scenarios that your sales people typically face. Sales Made Simple™ is different! This new video-based package provides twenty commonly asked sales questions designed to help empower your sales team. Each question is answered by our sales expert in easy-to-implement coaching bites.
#23 ID:1664Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Selling Closed CaptionedSales Made Simple™ - Entry Level Sales
Looking for a great way to provide sales coaching and training to your entry level sales team (and individuals). The Sales Made Simple™ (Entry Level Sales) package provides seven common sales questions designed to help empower your sales team. Each question is answered by our sales expert in easy-to-implement coaching bites.
#24 ID:1684Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Selling Closed CaptionedSales Made Simple™ - Intermediate Level Sales
As your sales representatives gain confidence and grow, there are various obstacles that might need to be addressed - or more intermediate level questions to answer. The Sales Made Simple™ (Intermediate Level Sales) package provides seven common sales questions designed to help further empower your sales team. Each question is answered by our sales expert in easy-to-implement coaching bites.
#25 ID:1685Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Sales, Selling Closed CaptionedDiscussion Card: Multicultural Sales
Are you spending the time it takes to really understand what your customer wants/needs? These easy-to-use cards provide a simple model (S.E.L.L.I.N.G.) along with thought-provoking questions on better understanding multicultural sales opportunities. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
#26 ID:2111Topic: Sales & Service Learning Path: Diversity, Equity, Inclusion & Respect Type: Discussion Cards Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Diversity Dynamics, Inclusion & Equity, RespectCoaching for S.A.L.E.™ Success: Program Introduction
Program opening/set the stage for Coaching for S.A.L.E. Success.
#27 ID:596Topic: Sales & Service Learning Path: Leadership Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Interpersonal Skills, Coaching & Mentoring Closed CaptionedS.A.L.E.™: Supporting the Sales Process - Program Introduction
Opening montage/introduction of Supporting the Sale program.
#28 ID:594Topic: Sales & Service Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedWin the S.A.L.E.™: One Step at a Time - Program Introduction
Program opening/sets the stage for One Step at a Time.
#29 ID:600Topic: Sales & Service Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedWin the S.A.L.E.™: Putting It All Together - Program Introduction
Program opening/sets the scene for Putting It All Together.
#30 ID:598Topic: Sales & Service Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, ProfessionalismCoaching for S.A.L.E.™ Success: Program Conclusion
Program summary for Coaching for S.A.L.E. Success.
#31 ID:597Topic: Sales & Service Learning Path: Leadership Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Coaching & Mentoring Closed CaptionedS.A.L.E.™: Supporting the Sales Process - Program Conclusion
Summary and conclusion of the Supporting the Sale program.
#32 ID:595Topic: Sales & Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedWin the S.A.L.E.™: One Step at a Time - Program Conclusion
Conclusion for the One Step at a Time program.
#33 ID:601Topic: Sales & Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedWin the S.A.L.E.™: Putting It All Together - Program Conclusion
Summary/closing for the Putting It All Together program.
#34 ID:599Topic: Sales & Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, ProfessionalismThe Business Trip
Ethical use of an expense account
#35 ID:654Topic: Ethics Learning Path: Ethics & Compliance Type: Case Studies Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Compliance, Sales & Service, ProfessionalismAccentuate the Positive
How encouraging and reinforcing positive behavior will improve performance and build positive relationships.
#36 ID:382Topic: Leadership Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedAsk Fact and Feeling Questions
Asking questions to understand a problem
#37 ID:18Topic: Interpersonal Skills Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Industrial & Manufacturing, Office & General Other Topics: Change, Communication, Leadership, Sales & Service Closed CaptionedBuild Trust
Building positive relationships by building trust.
#38 ID:381Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedEvaluate Options and Select a Workable Solution
How to best evaluate solution-based options.
#39 ID:20Topic: Interpersonal Skills Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Industrial & Manufacturing, Office & General Other Topics: Change, Communication, Leadership, Sales & Service Closed CaptionedIt's a Policy Thing
Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.
#40 ID:117Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Industrial & Manufacturing, Office & General Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedRedirection and the Five Steps Explained
Explains how to refocus attention and energy on desirable behavior.
#41 ID:387Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedRedirection With a Coworker
How using positive redirection with a coworker improves relationships and performance.
#42 ID:388Topic: Leadership Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedRedirection With a Team Member
How using positive redirection with a team member improves relationships and productivity.
#43 ID:389Topic: Leadership Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedRedirection With an Employee
How a supervisor uses positive redirection to correct a mistake and meet customer needs.
#44 ID:390Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedShamu Special
Review of the power of positive relationships.
#45 ID:395Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedWhale Done! Response and the Four Steps Defined
Introduces the importance of 'catching' people doing things right as a way of building positive relationships and motivating employees.
#46 ID:391Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedWhale Done! To a Manager
How using specific language to describe a job well done encourages management performance.
#47 ID:394Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedWhale Done! To a Work Team
Explains the positive impact a Whale Done! approach has on a work team.
#48 ID:392Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedWhale Done! To an Individual
Using the Whale Done! approach to encourage an employee to take initiative with a new process.
#49 ID:393Topic: Leadership Learning Path: Leadership Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedWhy Did I Push All Those Buttons?
Dealing with a customer frustrated by an automated phone system.
#50 ID:111Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Office & General Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedYou Promised It Would Be Here Today
Dealing with a customer whose expectations for timely delivery have not been met.
#51 ID:112Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Industrial & Manufacturing, Office & General Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedLife is a Series of Presentation - Introduction
Introduces the concept that life is a series of presentations.
#52 ID:218Topic: Communication Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedI Can A.C.E. That Problem
Review and reinforce the A.C.E. It!™ problem-solving model.
#53 ID:23Topic: Interpersonal Skills Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Industrial & Manufacturing, Office & General Other Topics: Change, Communication, Leadership, Sales & Service Closed CaptionedWhale Done! - Lapel Pins (10 pack)
Great as a training take away or reinforcement of the Whale Done!
#54 ID:534Topic: Leadership Learning Path: Leadership Type: Tools & Take Aways Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, ProfessionalismSMART-START™ Coaching: It Takes Work!
This brief, high-impact video uses inspirational quotes and thought-provoking statements, wrapped around music, visual images and graphics to enlighten your audience about coaching others.
#55 ID:501Topic: Leadership Learning Path: Leadership Type: Meeting Openers Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Interpersonal Skills, Management, Sales & Service, ProfessionalismSMART-START™ Government Pride: Serving in the Public Sector
Create a true sense of purpose in leadership,service,learning and growth for those people who serve in the United States public sector.
#56 ID:575Topic: Motivation Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Government Other Topics: Leadership, Sales & ServiceThe Courage to Coach: A Common Sense Approach to Confronting Tough Employee Performance Situations™
Equip new and developing managers with must-have coaching skills.
#57 ID:72Topic: Leadership Learning Path: Leadership Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Sales & Service, Professionalism Closed CaptionedWhale Done!™ in Action
Whale Done!™ in Action teaches how the Whale Done!™ Approach is applied to real-life business situations.
#58 ID:589Topic: Leadership Learning Path: Leadership Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Customer Service Closed CaptionedGlad I Could Help: Real Customer Service Situations for Discussion
Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face.
#59 ID:119Topic: Customer Service Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedWhale Done!: The Power of Positive Relationships™
Best-selling author Ken Blanchard shows how to improve workplace relationships and productivity by using the Whale Done!™ approach. Based on behavior-changing strategies developed at SeaWorld, Whale Done!™ offers a compelling message and memorable workshop tasks that will have an immediate and positive impact on your workplace.
#60 ID:385Topic: Leadership Learning Path: Leadership Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedA.C.E. It!™ How to Solve Tough Workplace Problems
Does your organization recycle the same tired approaches to problems that never seem to go away? Equip your workforce with a proven problem-solving model to tackle poor quality, inefficiency, uneven performance and more. Individuals or teams can solve any problem once and for all when they learn to A.C.E. It!
#61 ID:24Topic: Interpersonal Skills Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Leadership, Sales & Service Closed CaptionedA.C.E. It! - Opening Montage/Perspectives/Introduction to A.C.E. It Steps
Acknowledge the variety of tough situations that can arise in the workplace and introduce easy problem solving steps.
#62 ID:17Topic: Interpersonal Skills Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Leadership, Sales & Service Closed CaptionedGuess What I Heard
The negative impact of passing along gossip and rumors about coworkers
#63 ID:415Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Respect Type: Video Vignettes Suggested Industry Usage: Healthcare Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Inclusion & Equity, Respect Closed CaptionedI Just Don't Fit In...
How language barriers and occupational jargon can create exclusiveness within the workplace.
#64 ID:416Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Respect Type: Video Vignettes Suggested Industry Usage: Healthcare Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Inclusion & Equity, Respect Closed CaptionedShe's Just a Kid
Workplace stereotyping based on age.
#65 ID:417Topic: Diversity Dynamics Learning Path: Diversity, Equity, Inclusion & Respect Type: Video Vignettes Suggested Industry Usage: Healthcare Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Inclusion & Equity, Respect, Unconscious / Hidden Bias Closed CaptionedTake 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.
#66 ID:414Topic: Unconscious / Hidden Bias Learning Path: Diversity, Equity, Inclusion & Respect Type: Video Vignettes Suggested Industry Usage: Healthcare, Office & General Other Topics: Diversity Dynamics, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Inclusion & Equity, Respect Closed CaptionedYou're the Third Person I've Talked To
Dealing with a customer who is angry because of being transferred too many times.
#67 ID:114Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General Other Topics: Communication, Interpersonal Skills, Sales & Service, Professionalism Closed CaptionedWhale Done! - Program Introduction with Ken Blanchard
Ken Blanchard introduces the Whale Done! approach to building trust and positive relationships.
#68 ID:380Topic: Leadership Learning Path: Leadership Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedWhale Done! in Action - Program Introduction/Whale Done! Philosophy
Introduces the Whale Done! philosophy of building positive relationships to turn your workplace into a place with a positive and passionate spirit.
#69 ID:386Topic: Leadership Learning Path: Leadership Type: Video Introduction Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedWhale Done! - Program Summary (Building Relationships)
Review of Whale Done! approach; building relationships to get positive results.
#70 ID:384Topic: Leadership Learning Path: Leadership Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism Closed CaptionedBad Apples™: How to Deal with Difficult Attitudes
Eliminate negativity by dealing effectively with difficult attitudes. This program helps employees to recognize the characteristics of rotten attitudes and sort out the problems they cause. Scenarios and class exercises introduce a proven, five-step process for dealing with difficult personalities in a diverse workforce.
#71 ID:48Topic: Interpersonal Skills Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Onboarding Closed CaptionedThis Needs to Go Out Today
Offering internal customers solutions when their needs have not been met.
#72 ID:113Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedWhere Are the Drop Cloths?
Handling interruptions effectively; putting your focus on the customer even when you're busy.
#73 ID:115Topic: Customer Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedJohnny the Bagger® - Final Thought
How to provide service from the heart
#74 ID:405Topic: Customer Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Office & General, Retail & Hospitality Other Topics: Change, Communication, Motivation, Interpersonal Skills, Professionalism, Customer ServiceGlad I Could Help - Opening Montage/Service Attitude Introduced
Introduce how a service representative's response is the key factor in creative a positive customer experience.
#75 ID:108Topic: Customer Service Learning Path: Personal Performance Type: Video Introduction Suggested Industry Usage: Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed CaptionedGlad I Could Help - Program Conclusion/Summary/Review
Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.
#76 ID:118Topic: Customer Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Communication, Interpersonal Skills, Professionalism Closed Captioned