The First Mile: The Essential ART of Customer Service Humorous. Fun. Engaging. The First Mile: The Essential Art of Customer Service is unlike any other customer service training video you’ll ever experience. It compares customer service to a long distance race. Just like running, you have to start strong so you can finish on top. That’s what The First Mile is all about – how to thoroughly train your employees in the vital basics of customer service. The First Mile is the ideal tool to train all your reps at every level of your organization – whether they serve customers by telephone or in person. Employees will learn techniques that can be used in any customer service situation, anywhere – and they’ll be talking about how fun the learning process was and they learned long after the session is over. Video/Leader’s Guide/Participant Handouts/ $695.00 Order Here

Ethical Leadership for the 21st Century Finally! A well-defined system to prepare leaders to make ethical decisions and choices and encourage and reinforce the ethical behavior of their employees. Ethical Leadership for the 21st Century is the fastest way to build a values-based organization where principles and values guide day-to-day decisions – and employees avoid wrong behaviors and take active steps to do what’s right. This video-based training program dramatically demonstrates to all leaders – upper-management, middle management, front-line supervisors, and team leaders – the benefits of ethical behavior and how to apply ethical principles in their roles as leaders. Ethical Leadership for the 21st Century includes the video “Ethics: Wrong or Right”, reproducible handouts and self-study instructions. Video/Leader’s Guide/5 Participant Booklets/$495.00 Each additional Participant Booklet/$9.95 ORDER HERE

Dynamic Leadership for the 21st Century Are your leaders prepared to handle the complex and dynamic situations of 21st century business? Are they out-of-the-box thinkers who are flexible…willing to change….and can respond to new circumstances? Whether your managers and supervisors lead a few or many…..whether their vision is narrow or expansive….whatever their level in your organization….this video-based training program will introduce skills for effective leadership in a contemporary environment. Dynamic Leadership for the 21st Century examines the differences between management and leadership and discusses fundamentals that will guide leaders along the challenging paths of 21st century leadership. Participants will learn how to: Apply ethics in leadership Maintain governing values Create and share a vision Enhance the culture of their work group and organization Interact with followers Achieve trust and loyalty Understand and implement systems thinking The program draws on the wisdom of leading leadership thinkers – Peter Drucker, Theodore Roosevelt, and Colin Powell. Video/Leader’s Guide/5 Participant Booklets/$ 795.00 Each additional Participant Booklet/$9.95 ORDER HERE

Age Diversity: Managing the Generation Mix™ Are you managing age diversity? Understand the four generations in the workplace today – each at different life stages, each with conflicting perspectives, expectations, and needs. Learn best practices to foster understanding, leverage strengths, avoid clashes, improve productivity, and maximize teamwork. Turn diversity into a strategic advantage. Managing the Generation Mix is a complete, customizable, off-the-shelf training program based on the principles contained in the Bruce Tulgan and Dr. Carolyn A. Martin’s popular book, Managing the Generation Mix. CD-R/Unlimited license/Video: Managing the Generation Mix-Four Generations in Conflict and Core Management Competencies/Leader’s Guide/Participant Workbooks/Powerpoint® presentation. E-mail to request pricing and demo

Sexual Harassment: New Roles, New Rules The most effective way to deal with sexual harassment is to prevent it, rather than trying to repair the damage after it has occurred. This breakthrough video-based training program does just that by providing clear, concise, on-the-job rules, and step-by-step practical approaches to handling potentially problematic situations. Participants will come away with a clear understanding of what sexual harassment is and what their role is in preventing it. After completing this program, participants will be able to: Understand, based on the legal definition of sexual harassment, the difference between acceptable behavior and that which is harassment Define how sexual harassment harms the victim, the harasser, and the organization Recognize that men and women have different fears about the issue of sexual harassment Identify five different categories of sexual harassment Describe common responses to sexual harassment Outline and appropriate method for responding to an incident of sexual harassment Follow five basic guidelines to avoid harassing behavior. Video/Leader’s Guide/5 Participant Booklets/$ 495.00 Order Here Each additional Participant Booklet/$ 9.95 Order Here

Different Like You: Appreciating Diversity in the 21st Century This video-based awareness program will help you plan and deliver effective diversity training, build a respectful and productive workplace, and head off damaging discrimination lawsuits. Different Like You goes beyond merely teaching employees about differences. The program focuses on the unique diversity of each individual and how your organization can build its most valuable resource – human capital. The ready-to-use program contains everything you need to conduct meaningful training – video scenarios for discussion, planning guidelines, suggested scripts, diversity quiz, and exercises. Content: Introduction Why diversity training; The building blocks of the respectful workplace Stereotypes and prejudices Changes in our country and our workforce Changes in buying power Barriers to accepting diversity Communication Video/Leader’s Guide/5 Participant Booklets/$ 695.00 Order Here Each additional Participant Booklet/$9.95 Order Here

Generational Diversity: Managing Generation Y™ Are you ready for the next generation? Understand the youngest generation in the workplace – where they are coming from and where they are going. Learn best practices to attract, motivate, train, develop, reward, and retain the highest-maintenance workforce in history. Become an employer of choice for Generation Y. A complete, customizable, off-the-shelf training program based on the principles of Bruce Tulgan and Dr. Carolyn A. Martin’s popular book, Managing Generation Y. CD-R/Unlimited license/Videos: The Truth about Generation Y and Generation Y: The Changing of the Guard/Leader’s Guide/Participant Workbooks/Powerpoint® presentation/ E-mail for pricing and Demo