#35176 Customer Service - Dealing with Difficult Customers (Run time 26 min.) DVD $49.95
An upset customer is the ultimate test of an employee's professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. The program also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats. A viewable/printable instructor's guide is available online. (26 minutes)
#35946 Business Basics - Key Functions of Business: A Case Study (Run time 29 min.) DVD $69.95
Which part of a company has the most impact on product design? On employee training? On forming relationships with customers? This business case study addresses those questions by examining the needs, strategies, and goals of a major corporation's departments. Going behind the scenes at Holden, a thriving General Motors subsidiary, the program features interviews with managers and directors in Finance, Human Resources, Manufacturing, and Sales and Marketing. From the challenges of efficient assembly to the demands of accurate budget forecasting, a dynamic portrait of the company emerges, emphasizing dependence on teamwork as well as on expertise. A viewable/printable instructor's guide is available online. (29 minutes)
#1561 Business Skills - Projecting a Professional Image (Run time 15 min.) DVD $69.95
Projecting a professional image promotes and supports success. Clerical personnel are members of an important segment of the office "team," and the level at which these people function can have a great impact on the success of any organization. Because this is true, secretaries must view themselves as professionals and demand that their work meet the standards expected of professionals. This program focuses on the physical and mental aspects of a professional image and encourages viewers to begin thinking about the images they project. (15 minutes)
#1562 Business Skills - Listening to Others (Run time 14 min.) DVD $69.95
Two of the most important skills anyone can develop are listening and communicating effectively. When a competent, caring listener allows another person to hear and understand what he is saying, genuine communication takes place. Under these circumstances, open, direct, and honest relationships can be established, based on mutual respect. When this atmosphere prevails, problems can be solved, good decisions can be made, and good working relationships can be developed. This program addresses the importance of listening and investigates some useful techniques for developing listening skills. (14 minutes)
#1563 Business Skills - Expressing Yourself (Run time 20 min.) DVD $69.95
True communication, a real exchange between people, provides an arena for the expression of ideas and an opportunity to create a positive perception of one's self in the minds of others. This program discusses some methods for achieving good communication. Suggested techniques include using the listener's frame of reference, acknowledging the listener's reactions, and adjusting style of delivery. (20 minutes)
#1564 Business Skills - Coping with Conflict (Run time 13 min.) DVD $69.95
Conflict-differences between people caused by differing values, goals, or a variety of other circumstances-is a natural part of life. This program focuses on the ways in which conflict can be used for positive outcomes. (13 minutes)
#1565 Business Skills - Managing Your Time (Run time 18 min.) DVD $69.95
Because office support personnel often work for several people, their time management responsibilities and problems are complicated. And because time is the future, finding a workable management scheme is a must. This program highlights the importance of time planning and provides details for developing a proactive time plan. This program also describes techniques for protecting the plan once it is established. (18 minutes)
#1566 Business Skills - Problem Solving (Run time 31 min.) DVD $69.95
We make plans based on events proceeding as they should, but, in reality, problems arise more often than not. One of the most important sets of skills, in or out of the office, is problem solving. This program, presented in seminar format, addresses the creative and efficient channeling of energy to resolve problems. A unique five-step method for solving problems is described, and detailed exercises are presented. (31 minutes)
#1567 Business Skills - Dealing with Stress (Run time 39 min.) DVD $69.95
Office support has been identified as one of the five most stressful occupations. Factors in other areas of our lives can produce stress as well. And all this stress affects how and how well we do our jobs. This program assists viewers in handling stress in a way that does not interfere with the ability to be productive, and suggests techniques for turning stress into motivation for positive achievement. (39 minutes)
#1568 Business Skills - Making Your Voice Heard (Run time 10 min.) DVD $69.95
The telephone is a unique medium with its own requirements for maximizing communication. When used properly, the telephone can be an effective tool for managing time, information, and problem solving. A business's public image begins with the telephone, and is communicated every time an employee makes or receives a phone call. This program discusses telephone techniques designed to enhance your and your company's telephone image. (10 minutes)
#1569 Business Skills - Charting a Career Course (Run time 19 min.) DVD $69.95
Success in a career as an office professional requires that the phrase "only a secretary" disappear from the minds of those training to be office workers. The realization that opportunities are limitless requires that individuals recognize their own power and take control of themselves, their jobs, and their lives. This program presents two panels of women: one group, made up of secretaries and administrative assistants, find their jobs rewarding and satisfying; the second panel consists of three women who were secretaries and have moved into management positions. (19 minutes)
#1570 Business Skills - A Changing Workplace (Run time 10 min.) DVD $69.95
The workplace changes in response to changes in society and technology, and the office reflects the larger environment in which it exists. This program recounts the history of the secretary and provides pointed discussion about the future of office professionals. (10 minutes)
#10884 Business Skills - Problem Solving (Run time 18 min.) DVD $69.95
Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in wide range of occupations. Key elements of successful problem solving, such as staying focused, collecting all of the pertinent data, examining the situation from multiple perspectives, and knowing when to ask for assistance, are highlighted. In addition, role-play, active listening, and a positive attitude are offered as proactive measures to help reduce the frequency and severity of work-related problems. A Cambridge Educational Production. (18 minutes)
#10885 Business Skills - Conflict Resolution and Etiquette (Run time 21 min.) DVD $69.95
The ability to defuse confrontation and arrive at a solution that is acceptable to everyone involved is a quality that all employers value. This video illustrates how to courteously resolve office conflicts by depersonalizing them, opening the lines of communication, and examining all options in order to come to an agreement. Brainstorming with coworkers is presented as a means of developing consensus. A Cambridge Educational Production. (21 minutes)
#10886 Business Skills - Communication Skills (Run time 22 min.) DVD $69.95
Presentations, reports, video conferences, e-mail, telephone calls-more than ever, excellent communication skills are a prerequisite for entry into all sorts of careers. This video provides guidance in strengthening both verbal and nonverbal communication. The importance of carefully targeting the message to be conveyed, minimizing outside distractions, listening attentively, and developing an awareness of body language are stressed. A Cambridge Educational Production. (22 minutes)
#10887 Business Skills - Stress Management (Run time 20 min.) DVD $69.95
Poor stress management, stemming from factors such as impending deadlines, work overload, and procrastination, can lead directly to burnout, one of the top reasons for quitting a job. This video identifies workplace stressors and offers guidelines for reducing their impact to a safe level. Proven principles of stress management, including proper nutrition, adequate rest, and non-work-related pastimes, are emphasized as keys to good health and better overall job performance. A Cambridge Educational Production. (20 minutes)
#10888 Business Skills - Professional Image (Run time 23 min.) DVD $69.95
The secret to presenting a professional image goes much deeper than external appearances. This video investigates not only the visible factors of proper attire and hygiene, but the issues of attitude, professional self-esteem, familiarity with technology, and knowledge of business trends as well. The image a person communicates through written correspondence and in after-hours settings is also addressed. A Cambridge Educational Production. (23 minutes)
#8025 Business Skills - May I Help You? Commendable Customer Service (Run time 30 min.) DVD $79.95
This video teaches beginning workers how to provide good customer service through maintaining a good attitude, projecting positive body language, using the correct tone of voice, and developing rapport with the customer. Also explains and demonstrates proven techniques to placate angry customers. Better service leads to customer satisfaction and is good for both the career of the capable employees and future of the company. A Cambridge Educational Production. One 30-minute video.
#8026 Business Skills - Thank You for Calling! Effective Telephone Techniques (Run time 30 min.) DVD $79.95
This video provides students with the basic skills needed to handle all types of business telephone communications. Shows the viewer how to deal with the proper procedures for answering the telephone, taking messages, screening calls, and handling irate callers. Presents the steps for placing calls, including a brief look at the telephone directory, local and long distance calls, efficient use of the telephone, and more. A Cambridge Educational Production. One 30-minute video and workbook with reproducible worksheets.
#28078 Business Skills - E-Mail Etiquette (Run time min.) DVD $79.95
There is little doubt that e-mail is an extremely useful innovation that has changed, and continues to change, the way we communicate. However, the fact that e-mail is different from both voice- and paper-based communication can be a source of frustration for many people. This program gives viewers an understanding of the conventions that have been developed by e-mail users over the years to facilitate effective communication. In addition, the video exposes many of the myths that exist regarding such issues as e-mail privacy, and warns of possible dangers when using e-mail. The words "spamming" and "flaming" may not make sense to everyone, but chances are they've come across examples of this type of behavior in their e-mail usage. The animated "cyber postman," who features throughout the video, has seen every example of bad e-mail usage you could imagine. With his assistance we provide a comprehensive introduction to the etiquette of using e-mail. A viewable/printable instructor's guide is available online. A Cambridge Educational Production. (20 minutes)
#30442 Business Basics - Every Call Counts (Run time 34 min.) DVD $89.95
This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don'ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail. By viewing a wide variety of role-playing examples and behavior-modeling opportunities, students and professionals will gain a better understanding of the skills needed to communicate effectively over the phone. A viewable/printable instructor's guide is available online. A Cambridge Educational Production. (35 minutes)
#32249 Business Basics - Clerical Skills for New Employees (Run time 19 min.) DVD $89.95
This program begins with a look at some of the most basic yet most important of all job skills: being punctual, dependable, and positive; dressing appropriately; and abiding by company rules. Next, the art of organizing tasks and work areas is demonstrated, as viewers learn how to make folders for filing, compile a "to do" list to help control work flow for the day, and much more. Voicemail and e-mail are also discussed-vital elements of today's office, both can prove useless if messages are not transcribed accurately or organized properly for quick retrieval. Clerical Skills for New Employees closes with a look at the processing of incoming and outgoing mail and proper use of the postage machine and fax machine. A viewable/printable instructor's guide is available online. Correlates to the National Business Education Association's National Standards for Business Education. A Meridian Production. (19 minutes)
#32250 Business Basics - Commendable Customer Service (Run time 16 min.) DVD $89.95
Everyone talks about "customer service." What is it, and why is it so important? As the frontline employee, the customer service representative is the most valuable and visible person to the customers-the one they go to first for every type of information and assistance. In this program, viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. It covers the basics-fielding questions, solving problems, cheerfully responding to customer requests-and much more. And because so much interaction takes place over the telephone, viewers will learn how to stay in control when dealing with demanding or rude customers, how to actively listen, and how to come up with solutions that satisfy. A viewable/printable instructor's guide is available online. Correlates to the National Business Education Association's National Standards for Business Education. A Meridian Production. (16 minutes)
#39258 Business Basics - Business, Finance, and Government Administration (Run time min.) DVD $89.95
For every high-level executive or municipal official, there are an untold number of office workers in key positions that help them keep the wheels of commerce and government turning. In this program, an office manager, an executive assistant, a sport and fitness manager, an accounts payable administrator, an insurance adjuster, a loan officer, and a court reporter describe what their work is like. Correlates to all applicable National and State Educational Standards including the NCLB Act. A viewable/printable instructor's guide is available online. A Cambridge Educational Production. (25 minutes) Available beginning February 2009.
#2901 Customer Service - The Goals of Customer Service (Run time 20 min.) DVD $89.95
Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service. (20 minutes)
#2902 Customer Service - Meeting Customer Expectations (Run time 20 min.) DVD $89.95
Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for empowering employees, and illustrates specific techniques for improving tolerance, patience, and helpfulness. (20 minutes)
#2903 Customer Service - Body Language in Customer Service (Run time 20 min.) DVD $89.95
This program examines the role of posture, eye contact, proximity, tone of voice, and other intended and unintended forms of nonverbal communication. It points out that in customer service, there are no neutral signals, and shows the techniques for sending positive messages by means of head angle, eye contact, tone of voice, and their equivalent for telephonic communication. (20 minutes)
#2904 Customer Service - Understanding What the Customer Wants (Run time 20 min.) DVD $89.95
This program deals with the importance of focusing on the customer's problems, rather than on the service provider's. It shows how to read the customer's mood and respond appropriately, demonstrates the distinction between appearance and reality in assessing customer response, and illustrates appropriate and inappropriate responses by the service provider. (20 minutes)
#2905 Customer Service - Tuning In to the Customer (Run time 20 min.) DVD $89.95
This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience, and contact overload; and shows when and how to change the subject. (20 minutes)
#2906 Customer Service - Handling Customer Service Stress (Run time 25 min.) DVD $89.95
This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers. (20 minutes)
#2907 Customer Service - Customer Service by Telephone (Run time 15 min.) DVD $89.95
This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on. (20 minutes)
#2908 Customer Service - Managing Difficult Situations (Run time 20 min.) DVD $89.95
The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most effective ways of dealing with angry customers? (20 minutes)
#2909 Customer Service - Superior Customer Service (Run time 31 min.) DVD $89.95
This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider's job saved, and the customer pleased is the service-provider's key to job advancement. Reviewing techniques from the previous programs, this video motivates viewers to implement the lessons of providing customer satisfaction, for the sake of their employers and-in a very direct and immediate way-for their own pleasure and profit. (20 minutes)
#11269 Business Skills - Business Communication: Listening (Run time 19 min.) DVD $99.95
Mark is exasperated-he has to redo a sales report because a coworker did not hear the directions-and a customer is furious because someone did not listen to his special shipping instructions. In this dramatization, Mark and his colleagues attend a seminar on listening skills and learn about the steps to good listening, emotional filters and hot buttons, and active/passive and reflective listening. A Meridian Production. (19 minutes)
#11270 Business Skills - Business Communication: Speaking (Run time 22 min.) DVD $99.95
Mark's public speaking nightmare has materialized into reality: he must present his department's new marketing plan to the board of directors. This dramatization tracks Mark's preparations, during which he learns good speaking techniques, effective methods for organizing a speech, tips for minimizing stage fright, and the importance of nonverbal communication. A Meridian Production. (23 minutes)
#11271 Business Skills - Business Communication: Writing (Run time 20 min.) DVD $99.95
On his first day on the job, Mark already has a writing assignment. How should he begin? In this dramatization, Mark quickly learns the four steps to good writing-plan, write, revise, and edit-as well as the differences between a memo, a letter, and a report. Revisions are displayed on his computer screen as he actually makes them, providing concrete examples of the writing process in action. A Meridian Production. (20 minutes)
#11272 Business Skills - Business Communication: Reading (Run time 18 min.) DVD $99.95
If Mark and his colleagues are to meet a tight research deadline, they will have to read faster-and smarter-than ever. This dramatization illustrates the value of taking a time-saving approach to reading, which includes using skimming and active reading techniques, taking advantage of reader-friendly devices designed to help pinpoint information, and diligently concentrating on the content target zone. A Meridian Production. (18 minutes)
#17692 Business Skills - Timing is Everything ... How to Have a Productive 25-Hour Day (Run time 20 min.) DVD $99.95
Managing a schedule, like comedy, is just a matter of timing. This "how-to" program takes a look at setting priorities, assessing available time, getting organized, managing interruptions, setting a daily schedule, and more. A stand-up comedian introduces each section with his own wacky perspective on time management. The humor and information in this video are sure to please everyone. Help your students become more efficient time managers-a skill that will help them in school and in the workplace. A Meridian Production. (20 minutes)
#25089 Business Skills - Connections: Basic Telephone Techniques (Run time 33 min.) DVD $99.95
At one time or another, we've all been put on hold for five minutes or more, disconnected, transferred numerous times before reaching the correct person, reached someone in customer service who couldn't answer our questions, or reached a receptionist who had better things to do than answer the phone. By the same token, very few of us have placed a call without error, whether we stumble with our words or forget an important piece of information when leaving a message. This live-action video will illustrate to your students some basic, yet crucial phone techniques that are often taken for granted, even by seasoned professionals. Outbound and inbound phone procedures are covered in this thorough program. Clever, animated portions separate this phone skills program from the rest. (33 min.) A Meridian Production.
#26563 Business Skills - The Assertive Professional (Run time min.) DVD $99.95
Employers are looking for individuals with sharp interpersonal skills. Assertiveness is crucial to effective communication, strengthening terms, and supervising effectively. This program takes a look at various personality types and methods for developing assertiveness skills. (20 min.) A Meridian Production.
#26601 Business Skills - The Leadership Assignment (Run time 24 min.) DVD $99.95
Have you ever tried to define "leadership"? How about identifying the skills of a good leader? In this video, one young executive must tackle this difficult task through an assignment from his CEO. By working around the clock, he gains valuable information on leadership skills from some very unexpected sources. Viewers learn how styles of leadership differ, skills that make a good leader, how to assess their own leadership potential, and much more. (24 min.) A Meridian Production.
#25985 Customer Service - Now Serving Every Customer (Run time 26 min.) DVD $99.95
Ensure that your employees can provide effective and sensitive customer service for everyone. This video shows how simple it is to provide excellent customer service to people with disabilities by focusing on common sense and common courtesy. Tips and topics include the definition of customer discrimination and how to avoid it, detection of disabilities, getting information from the customer about assistance needs, and the importance of first-rate service for all customers. A Meridian Production. One 25-minute video. (c) 1993.
#8023 Business Skills - Clerical Skills (Run time min.) DVD $159.9
This unique video series explains to beginning workers the basic skills needed to survive and prosper. Includes Thank You For Calling! Effective Telephone Techniques and May I Help You? Commendable Customer Service. Excellent preparation for working in an office! A Cambridge Educational Production.
#32248 Business Basics - Basic Clerical Skills (Run time min.) DVD $179.9
This two-part series focuses on key concepts to help young adults put their best foot forward when joining the work force in an entry-level position. The basic skills needed to survive and prosper in a business office are addressed: how to file, sort mail, organize a desk for maximum efficiency, prioritize tasks, and provide good customer service. Viewers also learn about punctuality, dependability, and neatness-three important skills that every employee needs on every job. Viewable/printable instructor's guides are available online. Correlates to the National Business Education Association's National Standards for Business Education. A Meridian Production. 2-part series, 16-19 minutes each.
#30441 Business Basics - Let's Talk . . . Telephone Tactics for Better Business (Run time min.) DVD $189.9
The business world has changed tremendously in the past 50 years. So have many of the ways businesses communicate. Despite advancing technology, however, one communication tool remains a constant: the telephone. Using it competently and courteously is vital to customer and client satisfaction. This two-part series is designed to help students and professionals improve their telephone skills and understand the impact that both good and bad phone etiquette can have on the bottom line of any business. A teacher's guide is included with both programs. Combining the video's tutorial examples with the reinforcement of practical exercises on the CD-ROM, this interactive series will prepare students and professionals to: Make outgoing and receive incoming calls Conduct effective and efficient telephone calls in a business environment Take control of a conversation and direct it towards a specific purpose Use tone, pitch, and inflection to an advantage when speaking on the phone Make a positive impression over the telephone Properly compose and deliver a voicemail announcement and message The material in both the video and the CD-ROM correlates with the National Language Arts Curriculum Standards and the National Business Education Standards. A Cambridge Educational Production. (Video and CD-ROM)
#10883 Business Skills - Back to the Basics: A Five-Part Series on Business (Run time min.) DVD $349.75
Back to the Basics is a five-part series designed to introduce young adults to the work world. It addresses the issues of Problem Solving, Conflict Resolution and Etiquette, Communication Skills, Stress Management, and Professional Image. Specialists in career planning, organizational behavior, and workplace wellness share their advice on how to navigate the business world successfully. A diverse group of young adults also share their experiences in the workforce, giving the viewer a complete look at what works and what doesn't. The entire series is led by a host who shares information from our research, tests viewers on their current skills, and introduces each of the program's players. After watching these programs, viewers will know how to act and react in any business situation, providing a comfortable, knowledgeable start to any career. A Cambridge Educational Production. 5-part series, 18-23 minutes each.
#11268 Business Skills - Business Communication Series (Run time min.) DVD $399.8
Solid communication skills are keys to a smooth transition from school to work. Using engaging scenarios to dramatize real-world communication breakdowns and demonstrate how employees overcome them, this four-part series addresses the cornerstones of communication: listening, speaking, writing, and reading. A Meridian Production. 4-part series, 18-23 minutes each.
#1560 Business Skills - The Hub of the Wheel: Training the Office Professional (Run time min.) DVD $699.5
This series teaches the interpersonal skills necessary to succeed as an office professional. It focuses on the human side of the office environment, and in clear, believable demonstrations, offers workable solutions to common office challenges. Student workbook also available (see item #429). 10-part series.
#2900 Customer Service - Person-to-Person Skills: Excellence in Customer Service (Run time min.) DVD $824.5
This series of workshops-on-video is designed to improve employees' success and work satisfaction while improving employers' profitability and competitive edge by taking advantage of a company's most costly investment-getting a customer-in the most obvious but most often neglected way-satisfying that customer. These programs teach viewers to listen, understand, and accept the needs, wants, and feelings of customers; to communicate their own thoughts and feelings to customers; to neutralize and resolve conflicts, both in person and over the phone; and to face and resolve problems resulting from failure of communication, inadequate service, and errors. Program consultant and narrator is Pat Coleman, former executive at Honeywell, Munsingwear, and Norwest Bancorporation and president of The Training Company; clients of his highly rated presentations include 3M, General Mills, Honeywell, Control Data. Unisys, and Dayton-Hudson, among dozens of others. Student workbook also available (see item #433). 9-part series, 20 minutes each.