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ClickView (Firm)
Call Number
XX(303264.1)
Summary
The team discusses strategies to learn to respect individual differences and manage their own emotions when feeling overwhelmed or stressed. They discuss the need to be factual rather than attacking or defensive. They additionally recognize the need to follow rules and find common ground between the parties.
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Other
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71876.7891
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ClickView (Firm)
Call Number
XX(301866.1)
Summary
Risk taking and accidents are occurring at Cutting Edge. Safety awareness is the focus of a special training session Marcus has planned to coincide with a surprise party for Serena's 50th birthday. The event is filled with dramatic incidents and even a possible romance but being safe and avoiding accidents remains the focus.
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Other
Relevance:
71876.7891
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ClickView (Firm)
Call Number
XX(302423.1)
Summary
It is important that every employee adopts and practices professional listening and communication skills in their workplace. Carol tells Marcus he is not listening to her, so after agreeing to listen, Marcus is inspired to run a listening session with the team that will also benefit the new starters, Tammy and Carlos. Listening skills are lacking. Carol offers some facts about listening and communication, and they attempt to explore empathic listening skills.
Format:
Other
Relevance:
71876.7813
by
ClickView (Firm)
Call Number
XX(302421.1)
Summary
Anger can erupt from anyone at any time and having strategies in place to control and manage that anger is very important. Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which makes Carol angry. Marcus uses a toy crocodile and some boxing kangaroos to get the messages across, but when Michael and Sam are asked to demonstrate their anger management skills the role-play escalates into an embarrassing situation.
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Other
Relevance:
71876.7734
by
ClickView (Firm)
Call Number
XX(304420.1)
Summary
Business culture around the world differs greatly. If you are to succeed in building relationships, working in different regions or even visiting a foreign office, it is important you are competent in dealing with cultural differences. So why not become a Cultural Chameleon!
Format:
Other
Relevance:
67235.4375
by
ClickView (Firm)
Call Number
XX(302422.1)
Summary
We all have to deal with difficult people but we don't all have the best skills to do so. Carol offers her six step approach: 1. Observe calmly and do not get pulled into the drama. 2. Listen and show empathy. 3. Focus on the facts. 4. Ignore bad behaviour from other people involved. 5. Give feedback about bad behaviour. 6. Build your skills to improve how you manage difficult people.
Format:
Other
Relevance:
67235.4219
by
ClickView (Firm)
Call Number
XX(302580.1)
Summary
A negative mindset can affect a whole team or business, so it is very important to managers to make sure that their team has positive mindsets and thinking. In this second episode we see Steve, who is dejected. Casey tries to cheer him up and Carol offers advice about being in the Negative Land of W. Carol tells the team that certain people are wasting time, wishing they were somewhere else and whining about it... e.g. Steve. Marcus offers a group strategy for dealing with the negativity. Next day Carol explains that Steve has become a Chooser instead of a Loser.
Format:
Other
Relevance:
67235.4141
by
ClickView (Firm)
Call Number
XX(302425.1)
Summary
Effective negotiating skills need to be learnt, practiced and perfected to ensure that you are in a position to negotiate the best outcome for every project and contract. Steve and Paul Garrison negotiate a large contract to provide services to Paul's company. Steve wants to provide a cost effective service based outside Australia but Paul disagrees. Steve acknowledges the concerns but nearly loses the deal when Serena is brought into the equation, and an angry Paul comes back to confront them. Steve finally reassures Paul the Australian deal will proceed.
Format:
Other
Relevance:
67235.4141
by
ClickView (Firm)
Call Number
XX(302570.1)
Summary
Performance appraisals can be difficult if one party expects a result far different to their actual appraisal. In this episode Carol expects to be showered in praise at her forthcoming appraisal with Marcus, but is shocked to find Serena will be sitting in. When they question Carol's extremely high self-assessment, she becomes defensive and angry, especially when Marcus announces no bonus and a pay cut! But will management also be taking cuts? Carol must get back on her horse. In addition we cover the learning outcomes of preparing for what to expect, discuss ways to improve, reward achievements as agreed and remain calm and focus on the goals.
Format:
Other
Relevance:
67235.4141
by
ClickView (Firm)
Call Number
XX(308117.1)
Summary
The Calming a Complainer video provides skills to deal wth comlpainers professionally and calmly by examining an amusing case study: Barney is irate because his car is blocked in, and gets increasingly angry when his complaint is mismanaged. He shows how when someone is angry and complaining, you never become angry yourself. You stay calm - never be rude or patronizing. Manage your emotions - know that you have the capacity to solve the problem - and take responsibility to get things fixed. Show your concern, actively listen, ask questions to get to the facts, and work together to solve the problem with a practical solution. In this Calming a Complainer video you will learn that when someone has a complaint or is unhappy or becoming angry, you must not get caught up in their emotions. You will manage a complainer well when you take responsibility to fix problems and keep working with them to exceed expectations.
Format:
Other
Relevance:
67235.4063
by
ClickView (Firm)
Call Number
XX(302577.1)
Summary
It is important that every workplace is one where we respect our fellow colleagues and are treated with respect in return. In this episode Serena is concerned that the culture lacks basic elements of respect. Some team members confront Carol about her racist and insensitive comments. Meanwhile Sam and Sanjay ridicule Serena, which she overhears. Carol also overhears and is both amused and shocked. Serena is devastated. Carol sees the perfect opportunity to give Serena a pep talk and help her get back on the horse. In addition we cover the learning outcomes of thinking before speaking, always maintaining respect, giving professional feedback directly and getting back on the horse.
Format:
Other
Relevance:
63390.8008
by
ClickView (Firm)
Call Number
XX(304414.1)
Summary
Many cross-cultural teams plunge straight into the task without thinking about their differences. This can lead to misunderstandings and a loss of trust.
Format:
Other
Relevance:
60138.3281
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