Search Video Library for: Leadership
Listen Up! Is That What This Is... A Discussion?
An important part of communication excellence is your ability to get your point across effectively by speaking clearly and confidently. In some situations, it’s not always easy to speak up. The situation may be tense, or you may lack confidence in our ability to get our point across effectively. When you want to get your point across, you need to plan for four aspects of your communication.
This Needs to Go Out Today! (from No Problem!)
It can be easy to forget that our internal customers are just as important as our external customers. Sometimes, we tend to take the people we work with for granted. But that's no excuse for not caring; or drawing other employees into the situation. Instead, you should focus on fixing the problem. Look for alternative solutions. And be sure to follow up to make sure things are taken care of.
Why Did I Push All Those Buttons? (from No Problem!)
We all know that customers can get frustrated when dealing with automated phone systems, right? So, when you run into that kind of a situation, avoid making excuses or saying things like - "I know - I hate pushing all those buttons, too." Instead, thank the customer for waiting. Empathize with how frustrating it can be. Reassure the customer that you're willing to help. And be sure to keep your tone of voice and choice of words positive.
You Promised It Would Be Here Today! (from No Problem!)
There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.
You’re The Third Person I’ve Talked To! (from No Problem!)
Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.
Identifying Opportunities - A Quick Conversation
On teams, it is important to be willing to invest time into the lives of other team members. We do this by learning about what they need and what obstacles they face and by then offering our assistance. This investment pays off in greater team cohesion, inclusion, and trust, as well as the removal of obstacles that stand in the way. Invest in your relationships with other team members by getting to know them on a personal level.
Maximized Leadership™ The Power Of Positivity
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This exciting new program is designed to teach people how to improve their relationships at work in order to become more productive and to achieve better results. We have to rely on and work with others in order to be productive and achieve results. The problem is that many work environments are not conducive to positive relationships. Instead, they are focused on the mistake, leading us to inadvertently reinforcing what we don’t want to happen - the negative behavior. This program shows learners how to improve workplace relationships and productivity by using the Positivity Approach.
Ask for Contrary Evidence (from More Than a Gut Feeling™ IV)
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One of the steps in the behavior-based interview process, asking for contrary evidence is essential in getting your interview questions answered... effectively. This video provides some tips on the importance of asking the right questions to get the most accurate information from interviewees.
Ask Open-Ended Questions (from More Than a Gut Feeling™ IV)
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One of the steps in the behavior-based interview process, asking open-ended questions is essential in getting your interview questions answered... effectively. This video provides some tips on the importance of asking the right questions - in the right way - to get the most accurate information from interviewees.
Ask Probing Questions (from More Than a Gut Feeling™ IV)
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One of the steps in the behavior-based interview process, asking probing questions is essential in getting your interview questions answered... effectively. This video provides some tips on the importance of asking the right questions to get the most accurate information from interviewees.
Control the Interview (from More Than a Gut Feeling™ IV)
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One of the steps in the behavior-based interview process, controlling the interview is essential in getting your interview questions answered... effectively. This video provides some tips on the importance of controlling the interview.
Implementing Behavior-Based Interviewing (from More Than a Gut Feeling™ IV)
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Behavior-based interviewing is a powerful tool for interviewing and hiring the best people for the job. This video gives a quick overview of how to implement/use the behavior-based process within an organization.
Intro / Turnover is Costly (from More Than a Gut Feeling™ IV)
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We all know that turnover is costly. And that is what generally happens when we hire the wrong people. This video sets up the behavior-based approach - hitting on the true costs of turnover.
Leadership Essentials™
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We all might have some preconceived ideas of what personal leadership might be. This short video explores the concept of personal (and effective) leadership and the impact it can have within our organization by asking these key questions: What is leadership? What are some of the characteristics of someone who exhibits personal leadership? What is it they say and do that demonstrates personal leadership? Why is personal leadership important to our organization/department/team?
Preparing for the Interview (from More Than a Gut Feeling™ IV)
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When it comes to effective interviewing... preparation is essential. This video walks you through the preparation needed for conducting a behavior-based interview.
Reviewing the Process (from More Than a Gut Feeling™ IV)
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After learning about the importance of behavior-based interviewing, this video reviews the essential components of the process for effective interviewing and hiring.
The Interview Sequence (from More Than a Gut Feeling™ IV)
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There is a process when it comes to behavior-based interviewing. This video gives you look into the powerful interview process based on the world's best-selling interviewing program.
Understanding Behavior-Based Interviewing (from More Than a Gut Feeling™ IV)
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The key to effective interviewing is having a plan.. a plan that's grounded in behavior-based interviewing principles. This video gives you an introduction to the behavior-based interviewing concept.
Discussion Card: Workplace Bullying for Managers
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Are you a bully boss? Does your management style promote a respectful workplace... or create fear and animosity? These easy-to-use cards provide a quick overview along with thought-provoking definitions and questions on effective ways to address and prevent workplace bullying. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
I Wish My Manager Would Just...™
The powerful new program features employees speaking out about what their managers could do to help them be successful. It provides a fantastic look into what employees are really thinking about when it comes to their manager/supervisor relationship. It might not always easy to hear, but there's value in simply listening to what staff/associates/team members are all saying... about you!