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1.

May I Help You? Commendable Customer Service [electronic resource]

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.
Online
2006; 1992
2.

Conflict Resolution and Etiquette [electronic resource]

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.
Online
2005; 2000
3.

Communication Skills [electronic resource]

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.
Online
2005; 2000
4.

Business Communication [electronic resource]: Listening

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.
Online
2005; 1996
5.

Business Communication [electronic resource]: Writing

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.
Online
2005; 1996
6.

Business Communication [electronic resource]: Speaking

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.
Online
2005; 1996
7.

Business Communication [electronic resource]: Reading

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.
Online
2005; 1996
8.

Problem Solving [electronic resource]

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.
Online
2005; 2000
9.

Professional Image [electronic resource]

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.
Online
2005; 2000
10.

Stress Management [electronic resource]

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.
Online
2005; 2000
11.

Thank You for Calling! [electronic resource]: Effective Telephone Techniques

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.
Online
2006; 1992
12.

Workplace Training [electronic resource]: Planning, Organizing, and Facilitating

While helping employees gain new skills and knowledge, workplace training also allows organizations to develop new and better processes to increase productivity. This insightful and instructive program is hosted by David Kay, owner of a successful training business with over 20 years of experience in workplace training worldwide. Viewers follow a trainer and manager as they create, organize, facilitate, and review a training plan. Full of simple tips and useful ideas, the video will give facilitators the knowledge and skills they need to deliver high-quality, relevant training services.
Online
2011
13.

Professional Image [electronic resource]

Being well dressed is only one part of presenting a good workplace image…what if you've done your best to maintain fast-track skills and are then asked to perform a menial task? This program guides viewers through a breakdown of just what constitutes career-appropriate demeanor. With an emphasis on having a good attitude, the video discusses handling mistakes, determining dress codes, staying abreast of industry trends, workspace appearance, and even kitchen etiquette. A list of specific - and learnable - leadership qualities is provided, while a group of young professionals recounts anecdotes of workplace successes and mistakes throughout. A Cambridge Educational/MotionMasters Coproduction.
Online
2012
14.

Working Together [electronic resource]

Because career success can depend just as much on getting along with colleagues as it does on job knowledge, this program addresses the issues that most frequently come up when working in groups. Through input from human resources reps, viewers learn how to handle conflict, gossip, and office politics, determine the types of information that should and should not be shared with their supervisors, and understand their organization's chain of command. The video also covers in-office and virtual meetings (where to sit, what to say, conversational protocol), taking time off, ethics, bullying, and harassment; and a group of young professionals share examples of bad behavior in meetings. A Cambridge Educational/MotionMasters Coproduction.
Online
2012
15.

Business Etiquette [electronic resource]

How should you balance social media and your job? What's the best way to ask for a raise? Who should pick up the tab for a business lunch? In this program, both business experts and a focus group of young professionals advise viewers on the proper way to conduct themselves in different types of work-related situations. Among the many topics covered are nonverbal communication and "personal space," handling dissatisfied callers, when and how to interrupt a busy colleague, composing professional emails, asking for a raise, and managing time effectively. The focus group also offers tips and anecdotes on what not to do at work. A Cambridge Educational/MotionMasters Coproduction.
Online
2012
16.

Designing and Delivering a Training Session [electronic resource]

This program is designed for managers and supervisors who have to deliver short technical or informational training sessions to their team. The user-friendly and enjoyable format will help viewers discover how to use adult learning principles to design a session.
Online
1998
17.

Developing a Training Plan [electronic resource]

Whether you run a small company or a team in a large organization, this program will show you where to start in developing a training plan. Learn how to analyze training needs, plan appropriate training sessions, and evaluate outcomes.
Online
1998
18.

The WPA Film Library [electronic resource]: Sales Training Film, ca. 1970

Training film for air conditioning salespeople shows family in discomfort in heat
Online
1970
19.

The WPA Film Library [electronic resource]: Miranda Rights Training, ca. 1988

Miranda Rights. Police Training Video emphasizing proper way to deal with Miranda obligations & Clip of 1968 Nixon rally where he denounces Miranda decision & George Wallace says that he will institute Senatorial review of all Federal Judges if elected
Online
1988
20.

Everybody Starts in Sales [electronic resource]

When college graduate Diane reports for her first day of work as a graphic designer, she is surprised to be directed to the sales department. As the company president explains, all new employees spend their first week in sales, because without sales there would be no business at all. Over the next few days, Diane's experiences in the sales department teach her the importance of sales to the consumer and company alike. This excellent program is a helpful overview to selling.
Online
2013; 1997