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  • Cutting Edge Communication
    • 2012

    Cutting Edge Communication

    Cutting Edge Communication is a powerful business training series on hot topics everyone can enjoy. Short, sharp and funny with simple messages and skills for everyone.

  • The Right Words at the Right Time - Customer Service Recovery for Government
    • 2012

    The Right Words at the Right Time - Customer Service Recovery for Government

    For front-line employees, having the exact words handy in a tense situation can make all the difference. When it comes to customer service recovery in the Public Sector, "It is WHAT you say, as well as HOW you say it."

  • The Right Words at the Right Time - Customer Service Recovery for Healthcare
    • 2012

    The Right Words at the Right Time - Customer Service Recovery for Healthcare

    Dealing with frustrated family members or patients who may be in pain can test the service skills of even the most experienced healthcare employees.

  • The Right Words at the Right Time: Customer Service Recovery for Retail
    • 2012

    The Right Words at the Right Time: Customer Service Recovery for Retail

    Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it. This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions.

  • Creating Positive Impressions
    • 2012

    Creating Positive Impressions

    The Creating Positive Impressions training program looks at how people conduct themselves when greeting clients, working together, body language and how to conduct yourself when making a first impression.

  • Developing Successful Mindsets
    • 2012

    Developing Successful Mindsets

    Steve’s negativity is now contagious, so watch as his coworkers and bosses try to help him create a more positive outlook.

  • Overcoming Disempowerment
    • 2012

    Overcoming Disempowerment

    Michael is upset about Carol’s bullying, and Marcus tries to inspire her to lead.

  • Embracing New Ideas
    • 2012
    • CC

    Embracing New Ideas

    Marcus encourages the group to share new ideas but nobody likes his idea.

  • Accepting Change
    • 2012

    Accepting Change

    Everyone is frustrated and resisting change. Steve helps them progress.

  • Surviving Stress and Burnout
    • 2012

    Surviving Stress and Burnout

    Overload causes anxiety, so Marcus offers a way for everyone to reduce stress, but it backfires. Stress must be managed effectively.

  • Breaking Bullying
    • 2012

    Breaking Bullying

    Bullying is harmful so Marcus offers a radical bullying prevention training session. Marcus takes a radical approach with the team to help them understand the consequences of bullying.

  • Handling Tricky Appraisals
    • 2012

    Handling Tricky Appraisals

    Carol rates herself high but her performance appraisal is full of conflict and surprise.

  • Understanding Accountability
    • 2012

    Understanding Accountability

    Serena has come in from Head Office and is appalled by the lack of accountability in the regional office. She leaves Marcus with the challenge that his entire office must become accountable.

  • Creating a No-Blame Culture
    • 2012

    Creating a No-Blame Culture

    Everyone is blamed when Carol’s social responsibility strategy goes horribly wrong.

  • Ensuring a Respectful Workplace
    • 2012
    • CC

    Ensuring a Respectful Workplace

    Insensitive racist remarks and talking behind people’s backs cause hurt all around. Serena is concerned that the culture in the office lacks basic elements of respect.

  • De-Cluttering the Office
    • 2012

    De-Cluttering the Office

    The office is a disgraceful mess! Carol is on a mission to de-clutter the office to make sure it’s cleaner, more motivating, safer and more secure.

  • Giving Managers Feedback
    • 2012

    Giving Managers Feedback

    Managers need feedback to improve but they don’t always like what they hear.

  • Understanding Emotional Intelligence
    • 2012

    Understanding Emotional Intelligence

    Dan Goleman

    Learn three basic strategies for handling stress with emotional intelligence.

  • Demonstrating Emotional Intelligence
    • 2012

    Demonstrating Emotional Intelligence

    Dan Goleman

    Understand how our emotions are passed from one person to another almost like the common cold.

  • Beyond Customer Service - Gracious Hospitality the Biltmore Way
    • 2012

    Beyond Customer Service - Gracious Hospitality the Biltmore Way

    Your insider's guide to a guest-centric team: a team focused on the guests' experience and your organization's reputation for excellence in customer service.

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