Video Arts courses

...distinct learning steps to solving the customer's problem. Set within a retail outlet, front-line staff are facing complaints from internal and external customers...

...approach to a complaint A sympathetic approach to a complaint Not identifying the facts Identifying the facts Asking the right questions The supplier's...

...To show managers how to handle grievances and discipline issues. The aim To show managers how to handle grievances and discipline issues. About the programme...

...which have been written by Dr George Simons and Dr Walt Hopkins - world-renowned experts on diversity. It also includes an audio-only version to help call-centre...

...(8 mins) Course leader's guide Delegate worksheets on disc PowerPoint slides on disc Self-study workbook on disc Information: Video Arts World Series production...

...nor exhort through 'shock-horror' tactics, nor examine the minutiae of particular hazards and procedures. Instead it goes to the very root of the biggest...

...All levels of call-centre staff will be able to add value to their service, and develop as agents who are able to solve customers' problems efficiently and easily...

...To help call-centre staff answer customer enquiries effectively and professionally. The aim To help call-centre staff answer customer enquiries effectively and professionally...

...accountability and continuous Improvement. The key outcomes -Motivates individuals and gets them working together as an effective...

...in the face of demeaning comments, stereotypes or bias allows these attitudes and behaviours to thrive. This undermines our ability to create an inclusive...

...The aim To teach managers how to help team members improve their performance without the drama, pain and conflict often associated with performance issues...

...and to shred confidential information. By clearing the backlog people will be in a position to deal with their work effectively, prioritising action papers...

...illustrates a real and common problem when an office worker, swamped by paper, is convinced she needs it close at hand to do her job, rather than seeing it as a problem...

...trained to do it. In addition, pressures of work often force coaching to the button of the priority list. Written by Armando Iannucci ('The thick of it' and 'I'm Alan Partridge')...

...Summary Extra content Why coach? What coaching isn't What is coaching? Vacancies and opportunities The GROW model Learning-chapters Trailer Pre-test Introduction...

...The aim To help healthcare workers learn about and understand their patient population, and provide better care. About the programme Spend the afternoon...

...The accompanying leader's guide contains two training designs: one for Diversity Awareness and one for Creativity. The key outcomes -Build awareness...

...The aim To ensure that managers understand how to use praise within their team so that employees understand that their efforts are appreciated...

...and appreciation in another job well done. Six easily-remembered rules are demonstrated for praising staff correctly, including: let people know why they are being praised...

...technical report Manager's fear of criticism Quickly, face-to-face, in private Agree the facts Ask and listen Criticise the action not the person Explain...