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Content

Communication Skills


Communication Skills



APOLOGIZING CAREFULLY

Serena is inspired to apologize to Carol and wants a Sorry Day at Cutting Edge. They discuss different forms of sorry including the empathy. Sam and Michael take time out to work on their apologies for ongoing disputes, but they argue about how to apologize. Carol tells Serena about what she believes to be a very useful tool, the 'fake sorry'.

DVD / 2012 / 7 minutes

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APPRECIATING DIVERSITY

Carol returns from vacation to find that Marcus has hired two non-English speakers, to develop diversity at work. Carol and her boss Serena have concerns about their minimum English and the consequent perceptions of Cutting Edge Corporation appearing unprofessional. Carlos and Tammy manage to retain their positions and all the staff are now required to help them improve their English.

DVD / 2012 / 9 minutes

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BEHAVING UNPROFESSIONALLY

The Cutting Edge Rule book lists rules about unprofessional behaviors:

1. Being rude - Aggression and insults
2. Taking supplies - Not legal to take things home.
3. Personal media - Distracting and privacy concerns.
4. Inappropriate dress - Not provocative.
5. Name calling - Insulting or racist is wrong.
6. Flirting - Boundaries of unacceptable behavior.
7. Relationships at Work - Should be kept out of the office.
8. Touching - Beware!


DVD / 2012 / 9 minutes

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BREAKING BULLYING

Serena, the company VP is in town to follow up on the aftermath of a reported case of bullying. She puts the challenge to Marcus to stamp out bullying within his department. Marcus finds it hard to believe that there is bullying taking place in his office so Serena provides a definition. Marcus takes a radical approach with the team to help them understand the consequences of bullying. He challenges them to bully each other in front of the group so they can discuss the feelings that arise. Some team members seem rather skilled at the task while others struggle to cope. Marcus reinforces that bullying cannot be tolerated in the team.

DVD / 2012 / 8 minutes

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BUILDING RELATIONSHIPS - CUTTING EDGE

Marcus sets up a "speed socializing" exercise to give staff an insight into building long lasting relationships. Steve is chosen as the relationship expert to comment on the 'relationship' skill level of the group as they undertake role-plays. Tammy and Sanjay's awkward interaction escalates when Steve refers to him as a narcissist. Tammy feels angry with the whole group and has an outburst in Chinese.

DVD / 2012 / 8 minutes

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CREATING A NO-BLAME CULTURE

Carol has created an innovative Corporate Social Responsibility program that is being launched to the media. Serena calls a meeting to find out who is behind it. Carol proudly stakes her claim until it is discovered that a disastrous typographical error in the press release has given the company some enormous, undesirable publicity. Fingers are pointed and chaos erupts as the team looks for solutions and a way to ensure similar mistakes don't occur in the future. Marcus and Carol roll out a 4-step plan to ensure everyone learns from mistakes and blame is removed.

DVD / 2012 / 7 minutes

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DE-CLUTTERING THE OFFICE

The office is a disgraceful mess! Carol is on a mission to de-clutter the office to make sure it's cleaner, more motivating, safer and more secure. She implements a clean-desk policy that the team must adhere to. Some of the team members are attached to their clutter or personal items and don't want to let go. There is a battle of wills until Carol declares that according to her policy, anything left lying around will be thrown out or donated to Carlos the cleaner. Everyone reluctantly commences a massive clean up and Carol is very satisfied with the outcome.

DVD / 2012 / 8 minutes

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DIFFUSING ANGER

Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which makes Carol angry. Marcus uses a toy crocodile and some boxing kangaroos to get the messages across, but when Michael and Sam are asked to demonstrate their anger management skills the role-play escalates into an embarrassing situation.

DVD / 2012 / 9 minutes

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ENSURING A RESPECTFUL WORKPLACE

Serena is concerned that the culture in the office lacks basic elements of respect. The issue is addressed head on as members of the team confront Carol about some of the racist and insensitive comments she has made in the past. She begins to wonder if she really is doing something wrong. Meanwhile Sam and Sanjay are talking about Serena and ridiculing her, which Serena overhears. Carol in turn also overhears and is both amused and shocked. Serena is devastated. Carol sees the perfect opportunity to give Serena a pep talk and help her get back on the horse.

DVD / 2012 / 8 minutes

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EXPLAINING SKILLFULLY

The art of explaining concepts and information is covered in four key steps about engagement, structure, maintaining interest and ensuring understanding. While Carol is impatient and patronizing with new starters, others like Sam, Alex, Steve and Michael are more patient and creative in ensuring their messages are understood one to one or in groups.

DVD / 2012 / 9 minutes

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FACING SOCIAL MEDIA

Carol is concerned about excessive use of Facebook and Twitter at work, and initiates a social media policy, which Serena has observed is missing. Sam presents the new social media policy for the office, and they discuss inappropriate use. At the same time Michael's personal use of a dating app in the meeting triggers an embarrassing argument.

DVD / 2012 / 9 minutes

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GIVING MANAGERS FEEDBACK

Marcus is pleased to invite open feedback. Carol enjoys a unique opportunity to give some feedback to her managers. She is excited at the prospect of pointing out some of their shortcomings. And when Carol gives feedback to her nemesis, Serena, she doesn't hold back on criticism and attitude. Serena is taken aback. Marcus invites the team to give feedback to Carol in a group. She presumes her team loves her and will be glowing, but everyone except Casey has some critical feedback that is not all good news.

DVD / 2012 / 8 minutes

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HANDLING TRICKY APPRAISALS

Carol is upbeat and positive on the morning of her appraisal. She is confident that she'll be showered in praise, until she walks into Marcus' office and finds that the company VP, Serena, will be sitting in on the appraisal. Marcus and Serena question various aspects of Carol's extremely high self-assessment. Carol becomes offended and defensive, and at times takes her emotion out on Serena. It all takes a turn for the worse when Marcus announces that Carol won't be receiving a bonus. She'll also be required to take a pay cut! But will management also be taking pay cuts and loss of a bonus? How will Carol get back in control?

DVD / 2012 / 9 minutes

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LISTENING ACTIVELY

Carol tells Marcus he is not listening to her, so after agreeing to listen, Marcus is inspired to run a listening session with the team that will also benefit the new starters, Tammy and Carlos. Listening skills are lacking. Carol offers some facts about listening and communication, and they attempt to explore empathic listening skills.

DVD / 2012 / 8 minutes

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MAKING DECISIONS

Serena questions the decision making process for the cutbacks. Instead of considering the weakest performer, Marcus has hired two new weaker people. Serena is shocked by the random choice toy and arm wrestling competitions used to make decisions. She offers the DECIDE formula and Michael is reinstated because the decision to fire him was unethical.

DVD / 2012 / 7 minutes

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MANAGING A COMPLAINER

Barney, a neighbor, is irate because his car is blocked in, and gets more angry to discover staff who do not speak English and that Carlos is no longer cleaning the garage and is now the new receptionist. Carlos tries to show empathy for Barney but it backfires. Carol escalates the anger whilst Marcus demonstrates his effective conflict resolution skills to bring the situation under control.

DVD / 2012 / 9 minutes

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NEGOTIATING FOR RESULTS

Steve and Paul Garrison negotiate a large contract to provide services to Paul's company. Steve wants to provide a cost effective service based outside Australia but Paul disagrees. Steve acknowledges the concerns but nearly loses the deal when Serena is brought into the equation, and an angry Paul comes back to confront them. Steve finally reassures Paul the Australian deal will proceed.

DVD / 2012 / 7 minutes

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PLANNING AND ORGANIZING

Serena discovers Marcus and Serena have not planned together for the upcoming conference when they each have different ideas. They blame Serena as a distraction, but she focuses on how they should manage distractions. Serena gets serious and they soon set goals and commence a short burst planning session.

DVD / 2012 / 8 minutes

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PRESENTING WITH PASSION

Carol runs a training session on overcoming fear and changing their presentations from BLAND to GRAND. Carol tells Serena she is being long winded, the L in BLAND. Carol invites everyone to present on a 'surprise' item, then gives feedback on their performance, linking it to her formula. Steve is the only one to make a GRAND presentation using great body language and tone

DVD / 2012 / 9 minutes

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REMOVING TENSION

Brittany, the personal trainer, demonstrates various stretches to combat stiff aching bodies and work related problems. Serena arrives and is concerned about possible injuries and lawsuits. Brittany ensures Serena joins in with a Birthday Stretch. This program covers:

1. Wall Stretches
2. Back Stretch
3. Texting Thumb
4. Massage
5. Neck Stretch
6. Tension Headaches
7. Birthday Stretch


DVD / 2012 / 8 minutes

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STAYING MOTIVATED AT WORK

Team members present their various views on their attitudes toward the workplace - whether they feel motivated and what causes them to be de-motivated. Marcus uses some gimmicks to present to the team in his presentation on motivation. Carol returns to the office after receiving a keynote speaking award and feels very positive as a result. Serena lays down a challenge to Marcus to motivate Carol to increase the productivity of the office by 60%. Carol then gets to work on finding the best way to motivate the members of the team.

DVD / 2012 / 8 minutes

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STRETCHING THE TEAM

Marcus introduces Brittany, a personal trainer, to help the team with stretching exercises that can be followed by viewers in real time:

1. Shoulder Reset
2. Finger and Hand Stretch
3. Over the Rainbow
4. Neck Stretch
5. Loosen Up
6. Back Stretch with Ball
7. Stretching Legs with Band
8. Hamstring Stretch
9. Flat Back Stretch
10. Hanging Stretch


DVD / 2012 / 9 minutes

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SUPERVISING EFFECTIVELY

Supervision mistakes are being made - Marcus is vague, Carol bullies and gives poor feedback and Serena makes the fatal mistake of starting an inappropriate discussion with Carol because she is attracted to a client. Effective supervision skills are shown and include using goals to achieve results and measuring the success, listening and supporting staff, acknowledging good work and focusing on building skills.

DVD / 2012 / 9 minutes

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SUPPORTING OTHERS

Marcus creates an award for the most supportive employee of the month and challenges the team to be supportive, saying everyone will be judged on who offers the most support to Tammy. People offer various forms of support and the outcome results in more winners and losers than expected. Marcus feels everyone is a winner.

DVD / 2012 / 9 minutes

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SURVIVING STRESS AND BURNOUT

Marcus asks Carol to share her battles with stress at a staff meeting to provide a strong example for the team. Carol describes her difficulties with staff challenges and social media demands. Marcus introduces the new office companion Cameron - a privately located camera that the team members can speak to in order to vent and relieve stress. It appears that the group has a broad range of stressors and complaints. Against all ethical guidelines Marcus watches their outpourings - and the result is catastrophic!

DVD / 2012 / 8 minutes

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TEACHING GREETINGS

Carlos needs training in reception skills. Carol is critical of his pronunciation and poor English, so she delegates the task to Alex who patiently teaches Carlos how to introduce himself, how to address and greet visitors, and ways to build rapport and make people feel comfortable. She is an encouraging coach and helps him understand his role.

DVD / 2012 / 7 minutes

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UNDERSTANDING ACCOUNTABILITY

Serena has come in from Head Office and is appalled by the lack of accountability in the regional office. She leaves Marcus with the challenge that his entire office must become accountable. Marcus passes the task of remedying the situation to Carol, who panics and calls a snap meeting with the entire team (including Carlos, the cleaner). She canvasses the team for their collective understanding of what accountability is, only to find a lot of confusion. She confesses privately that she was not sure of the exact meaning of accountability, but is saved by the new guy, Sam, who provides a clear and unequivocal definition.

DVD / 2012 / 6 minutes

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WELCOMING NEW PEOPLE

Sherry is new, but gets relegated to the bottom of the stairs, where she feels isolated and excluded from team activities and events. Carol ignores Sherry and her induction of Tammy and Carlos is patronizing and demeaning. Meanwhile Alex and Michael help Tammy and Carlos to feel welcome and learn some basic expressions, whilst Casey goes out of her way to make Sherry feel appreciated and valued.

DVD / 2012 / 7 minutes

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WORKING SAFELY

Risk taking and accidents are occurring at at Cutting Edge. Safety awareness is the focus of a special training session Marcus has planned to coincide with a surprise party for Serena's 50th birthday. The event is filled with dramatic incidents and even a possible romance - but being safe and avoiding accidents remains the focus.

DVD / 2012 / 9 minutes

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ACCEPTING CHANGE

Everyone is resisting the changes and Marcus tries to help:

  • Don't stay angry INSTEAD: Limit the venting
  • Don't rehash disadvantages INSTEAD: Consider advantages
  • Don't be inflexible INSTEAD: Explore options
  • Don't resist change INSTEAD: Enjoy moving forward

    DVD / 2011 / 5 minutes

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    CREATING POSITIVE IMPRESSIONS

    Carol and her team fail to impress and must learn to change. This episode looks at how people conduct themselves when greeting clients, working together, body language and how to conduct yourself when making a first impression.

  • Don't ignore people INSTEAD: Make everyone welcome
  • Don't be vague INSTEAD: Demonstrate expertise
  • Don't behave rudely INSTEAD: Always be professional
  • Don't miss opportunities INSTEAD: Build ongoing relationships

    DVD / 2011 / 6 minutes

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    DEVELOPING SUCCESSFUL MINDSETS

    Steve's negativity is now contagious, so watch as his coworkers and bosses try to help him create a more positive outlook. They teach Steve:

  • Don't dwell on negatives INSTEAD: Focus on strengths
  • Don't give up trying INSTEAD: Show persistence
  • Don't keep wishing and whining INSTEAD: Build confidence by learning
  • Don't waste time INSTEAD: Work effectively to save time

    DVD / 2011 / 7 minutes

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    EMBRACING NEW IDEAS

    Marcus presents an unpopular suggestion whilst the rest of the group also contribute new idea. They learn:

  • Don't assume your ideas are best INSTEAD: Be open to everyone
  • Don't accuse others of stealing ideas INSTEAD: Compliment and share
  • Don't criticize INSTEAD: Listen and discuss
  • Don't sit on good ideas INSTEAD: Voice ideas so they grow

    DVD / 2011 / 7 minutes

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    GIVING HYGIENE FEEDBACK

    Everyone tries to work out the best approach to give Sanjay feedback, with some being more effective than others.

  • Don't make jokes INSTEAD: Use a personal approach
  • Don't leave unsubtle gifts INSTEAD: Be direct
  • Don't give nasty feedback INSTEAD: Be sensitive with words
  • Don't alienate the person INSTEAD: Explain you care

    DVD / 2011 / 9 minutes

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    OVERCOMING DISEMPOWERMENT

    Michael is upset about Carol's bullying, and Marcus tries to inspire Carol to lead:

  • Don't be dismissive INSTEAD: Acknowledge effort
  • Don't give insensitive feedback INSTEAD: Be constructive and supportive
  • Don't focus on weaknesses INSTEAD: Accentuate the strengths
  • Don't make unreasonable demands INSTEAD: Set realistic goals

    DVD / 2011 / 7 minutes

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    SURVIVING TEAM CONLICTS

    Carol tries to resolve the aggression and lack of assertiveness in different members of the team. Lessons learned:

  • Don't let conflicts grow INSTEAD: Discuss and resolve issues
  • Don't be afraid to speak up INSTEAD: Speak assertively
  • Don't be aggressive INSTEAD: Communicate with care
  • Don't exclude someone INSTEAD: Make others feel special

    DVD / 2011 / 6 minutes

    >>> more details <<<

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