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An Inside Job: Meeting Internal Customer Needs
To demonstrate why and how people across a customer-facing organization must put internal customer care into practice.
To demonstrate why and how people across a customer-facing organization must put internal customer care into practice.Everyone in an organization forms part of a ‘customer-service chain’, which leads from dealing with customers right through the business. In a hotel scenario, an investigator is call... read more
But I Don't Have Customers
But I Don't Have Customers! can help your employees learn to value each other, which results in increased performance throughout your entire organization. Business and Government versions available.
But I Don't Have Customers! can help your employees learn to value each other, which results in increased performance throughout your entire organization. This video teaches your employees the steps and techniques for defining their internal customers and how to serve them appropriately. By asking q... read more
Customer Service: The Telephone Connection
Excellent telephone customer service doesn't just happen. It requires dedication, skill—and enthusiasm.
Excellent telephone customer service doesn't just happen. It requires dedication, skill—and enthusiasm. Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone. In the Customer Service The Telephone Co... read more
Digital Communication Skills: Do's and Don'ts
From texting to email to video calls, digital technology has transformed how we communicate with each other. 
From texting to email to video calls, digital technology has transformed how we communicate with each other. But in formal situations like at work or in school, which forms of communications are appropriate, and when? Viewers of the Digital Communication Skills training video, especially digital nat... read more
Diversity and Inclusion: A Step-by-Step Guide for Employees
Filmed on location in a variety of settings, from healthcare to manufacturing, Diversity and Inclusion A Step-by-Step Guide for Employees features dramatic scenes, first-person interviews, and research grounded in scientific studies.
Creating an inclusive environment in the workplace can be a challenge. Employees sometimes clash and don’t work together as well as they should, even when they come from the same background. Add differences to the mix and this friction can get even worse, damaging teamwork and hurting the productivi... read more
FISH! for Leaders - Choose Your Attitude
New Release! Choose Your Attitude from the Fish for Leaders training program shows you how to show up for your team in a way that picks them up.
New Release from the FISH! For Leaders Series As leaders, there are going to be days when your attitude is not what you’d like it to be. That’s understandable - you’re human. But it’s critical to remember that as a leader, your attitude has a major influence on the people around you. Their attitude ... read more
Getting the Best from Others
Stanford Executive Briefings Doug Harris Managing Director and Leader, The Kaleidoscope Group
Doug Harris Managing Director and Leader, The Kaleidoscope Group Not understanding what motivates each individual, managers offer incentives that are not meaningful, or encouragement that backfires and alienates their staff. In the Getting the Best from Others video, Doug Harris explains the steps f... read more
The Goal - Dramatic Version
The Goal shows your employees how to think logically and consistently to determine "cause and effect" relationships between their actions and the results.
The Goal dramatic version can teach your employees how to think logically and consistently to determine "cause and effect" relationships between their actions and the results. Utilizing The Goal program can result in ongoing improvement throughout your entire organization.The Goal is a dramatic vide... read more
Inside Information
A silo-buster's guide to internal customer service Most organizations recognize that exceptional service is vital to winning and retaining customers - but very few treat their internal customers with the same level of respect.
A silo-buster's guide to internal customer serviceMost organizations recognize that exceptional service is vital to winning and retaining customers - but very few treat their internal customers with the same level of respect and support as they do their external customers.Inside Information will enc... read more
DVD style course with completion certificate only
Invisible Rules - Revised Edition
Men, Women and Teams What seems natural to one gender can seem mysterious and baffling to the other. Dr. Heim provides the basis for better understanding, communication and teamwork.
Men, Women and Teams Men and women live in different cultures. As a result they have different rules regarding what is considered appropriate adult behavior. Unfortunately, neither gender is aware of these disparate norms and rules and often misread what is being communicated. New Revised Edition! ©... read more
Little Big Things: Service
Tom will help you and your teams organizationally attack, dismantle, and rebuild how you view the service you provide to your customers.
The Little BIG Things with Tom Peters We are very excited to announce the release of our new Tom Peters program titled The Little BIG Things!The Little BIG Things contains 91 individual (2 to 3 minute) segments of Tom telling stories and reminding us of what you as a manager, leader and employee nee... read more
Power Dead-Even Rule - Revised Edition
and Other Gender Differences In The Workplace In her thoughtful and lively presentation, Dr. Heim will explain some of the different rules of the male and female cultures and help viewers to improve workplace communication between men and
and Other Gender Differences In The Workplace Men and women live in different cultures. As a result, they have different rules regarding what is considered appropriate adult behavior. Unfortunately, neither gender is aware of these disparate norms and rules and often misread what is being communicat... read more