Medium: DVD Publisher: 7D-Dimensions (Eve Ash) Topic: Communication
The series covers:
Open communication, conflict resolution, and teamwork
Leadership, feedback and problem solving
Diversity, bullying and sexual harassment
Customer service, managing complaints and quality assurance
Bullying and Harassment - Bullying, harassment and especially sexual harassment is unacceptable in any workplace. But many people don't realise when the line is crossed. And what can someone do if they are bullied? These four outstanding dramatised case scenarios will provide triggers to help identify bullying and enable people to discuss strategies for reporting and overcoming it. Case 1: Mark is a senior consultant, but his manager makes him feel humiliated. He talks to his father but is reluctant to go to HR. Case 2: Judy is upset about the way Mike speaks to her. It is making her feel sick about work. Case 3: Kim and Jane are peers, but Kim is making it awkward for Jane who likes to do her job well. Is this bullying? Case 4: Mike is Claire's boss and up until recently they often laughed and joked together. But now he has started asking her out, requesting her to stay back from work and even move her desk closer to his. Claire stands up to Mike but is unsure of the future.
Damage Control - An excellent case study of a major product delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and leadership skills. Part 1: The Problem - Anne is furious about the inferior quality of a recent delivery. Tash, the account manager, takes responsibility, listens and apologizes, and commits to solving the problem quickly. Part 2: Resolving the Problem - Tash investigates the problem internally - without blame, and leads the team to implement a quick solution. Part 3: Updating the Client - Tash keeps the client informed and outlines the full solution, again apologizing. Part 4: Ensuring Problem Won't Happen Again - Tash debriefs with the team and invites ideas to improve.
Leadership Sins - Leadership requires awareness, open communication and the ability to empower others. David makes several mistakes managing Anne, and after a feedback session he makes some changes. Part 1: The Sins -David doesn't discuss and agree on the way they will work together, doesn't listen and continually interrupts, fails to acknowledge good work, invades personal space, is inflexible about the way things are done, is oblivious to Anne's body language and the impact of his own behavior. Part 2: Feedback - Anne gives David specific feedback about his behavior and how it makes it hard for her to work effectively. David acknowledges the feedback and accepts the need to change. Part 3: Empowerment - David discusses career goals with Anne and brings out her motivation.
Personality Clash - Anne and Kim are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes. Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues. Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and come to a resolution for an effective working relationship. Part 1 - Communication Breakdown Part 2 - Feedback and Resolution - 20 Key Learning Points are provided in an alternate version.
Save over £200 when purchasing the series. Individual DVDs sold at £399.00 each
