Search Video Library for: Personal Performance
Top 20 AssetMore Than a Gut Feeling™ IV
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World-Wide Best-Seller! Interviewers are more apt to select the best person for the job when they use this Behavior-Based Interviewing (BBI) strategy developed by Paul C. Green, PhD. Now in its 4th edition, More Than a Gut Feeling provides practical, easy to use instruction that helps organizations significantly enhance recruiting and hiring efforts, improve employee retention and equip managers (and others) with proven behavioral interviewing skills.
Top 20 AssetAvoiding the Scam! Understanding Your Role in Cybersecurity™
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Cybersecurity is serious business. Millions of dollars are lost each day to cyber crime. Sometimes you hear about it in the news… most of the time you don’t. The four dramatic situations (and information) presented in Avoiding the Scam! tackle the most common gap companies often face in the war against cyber-attacks... the human factor.
No Problem! Serving Others with Respect™
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These days, when most people pick up the phone or walk into an office or a store, they pretty much expect the service they're going to get is indifferent at best, and most of the time is going to be plain awful. It doesn't have to be that way! The truth is... we all make the difference in how a customer feels about our organization; not a policy, not a manager... It's us. Period. If you can help move a customer issue or complaint to a “no problem", then you're going to feel great about doing what you do. And, your customers are going to go away feeling like you treated them right.
Conflict Clock: Taking T.I.M.E. to Resolve Conflict in the Workplace™
Handle workplace conflict effectively with this new program! Conflict Clock™ presents four proven strategies that will help participants break old and negative response habits. Conflict with another person can create stress – the kind of stress that can lead to a response that makes the problem worse, rather than better. Our bodies naturally gravitate toward a Fight, a Flight, or a Freeze response when we feel threatened or upset. This program is designed to help all employees identify and change our responses - better dealing with the conflict at hand.
Are You Going to Get That? (from No Problem!)
Being interrupted by a ringing phone when you're dealing with a face-to-face customer can be a real challenge. It's like you're being pulled in two different directions at the same time. So, what do you do? Well, in most cases, the best approach is to focus on making sure the customer you're dealing with face-to-face takes priority. To do that, ask the customer for permission to put the caller on hold and wait for their response. Then, ask the caller to hold. And finally, thank the customer for waiting and finish up.
It’s A Policy Thing (from No Problem!)
Policies and procedures are good and necessary parts of doing business. But they can easily become an excuse for just telling the customer what you can't do... rather than letting them know what you can do. Obviously, every situation is different. But working to find a real win-win solution - even if that means getting approval to make an exception to a policy - is one of the best ways to ensure long-term customer loyalty. To do that, always be sure to empathize with your customer. Reassure the customer that you will do everything that you can to help. Then use your best judgment to make it right.
Let Me Make Myself Perfectly Clear! (from No Problem!)
Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.
Listen Up! I'm Pushing Them All the Time
Listening is the most used aspect of communication, and the way we listen determines what we hear. The most common type of communication is passive listening - when you hear what someone else is saying, but you’re not really actively engaging in the communication process, getting involved with what the other person is saying or telling you, or trying to understand the communication. We need to become active listeners!
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.
TrainingBytes® Lunch is On Me!
Each of us has a moral code. Sometimes that code is very clear to us. We may know we wouldn’t steal a jacket from a store or that we wouldn’t violently harm someone else. Sometimes, though, we aren’t quite as clear about how we’ll respond, especially when we’re caught off-guard and don’t have a lot of time to think about our response. We may want to please the other person, or we may think the other person won’t like us if we don’t do as asked.
TrainingBytes® Understanding Trauma Recovery
Trauma is a response to a terrible or negative event. It occurs when you feel emotionally or mentally hurt by something that has happened. Some examples of traumatic events can include the death of a family member or friend, major physical challenges, experiencing verbal or physical abuse, financial ruin, a plane or automobile crash, an extremely difficult relationship or breakup, or a natural disaster like a flood, tornado or hurricane. Most people will experience some form of trauma in their lives. We need to realize that there is always hope for recovery.
TrainingBytes® Understanding Work-Life Balance
Work-life balance is adjusting your day-to-day activities to achieve a sense of balance between work life and personal life. In many careers, it’s challenging to achieve that balance. The consequences of a poor work-life balance can be a real strain on your personal relationships and even reduce productivity at work. But, one of the most harmful consequences of that imbalance is a decline in your health. Too many work demands on your time may increase your stress levels.
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.
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 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 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.