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2.

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
3.

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
4.

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
5.

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
6.

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
7.

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
8.

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
9.

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
10.

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
11.

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
12.

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
13.

The Leadership Assignment [electronic resource]

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.
Online
2006; 1995
14.

Timing Is Everything...How to Have a Productive 25-Hour Day [electronic resource]

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.
Online
2005; 1995
15.

E-Mail Etiquette [electronic resource]

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 [...]
Online
2006; 2000
16.

Key Functions of Business [electronic resource]: Case Study

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.
Online
2006; 2005
17.

Business, Finance, and Government Administration [electronic resource]

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 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.
Online
2009
18.

Every Call Counts [electronic resource]

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.
Online
2005; 2003
19.

Clerical Skills for New Employees [electronic resource]

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. Correlates to the National Business Education Association's National St [...]
Online
2005; 2004
20.

Commendable Customer Service [electronic resource]

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. Correlates to the National Business [...]
Online
2005; 2004