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Workplace Communication


Project positively, listen and respect others and be clear and engaging.

Dion thinks it's fine to interrupt a discussion with Serena by taking a call. Tatiana rolls her eyes, sighs and is not attentive. Carol complains that the interns speak in text talk. The interns have something in common: inadequate communication skills. They are told the importance of positive body language ˇV good eye contact and smiling, and listening and showing respect. Alex patiently coaches Dion to deal with an anxious customer on the phone, while Tatiana is told how to productively raise questions in meetings.

Viewers can learn the importance of communicating effectively at work and specific strategies for improvement:

~ Show positive body language
~ Listen and respect others
~ Communicate professionally
~ Impress on the phone
~ Present and engage positively

DVD (Closed Captioned) / 2014 / () / 13 minutes

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This program comprises basic communication skills as they are applied within industrial or commercial trade settings such as construction sites, engineering or fabrication workshops and manufacturing enterprises. We explore why clear communication is critical in ensuring that the working environment poses minimal or no risk to workers, and work tasks are completed correctly and quality is maintained. Workers can come from a wide range of cultural and linguistic backgrounds. It is vital that communication in all its forms is appropriate and inclusive for all. Communication with CALD workers is examined as well as using the phone and face-to-face verbal communication.

Units Of Competency:
BSBCMM101A - Apply basic communication skills
CPCPCM2039A - Carry out interactive workplace communication.

DVD / 2014 / (Senior Secondary to Professional) / 19 minutes

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A great program on essential skills for preventing and resolving conflict with best outcomes.

As Carol's manager, Serena has observed that she is egotistical and doesn't listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. When staff are upsetting, Serena adopts a bland expression (even if she is screaming or crying internally). People should be factual ˇV not attacking or defensive. Sam points out to Michael how he is overly critical of Sam's policy work. Alex and Sam role-play a customer dissatisfied with a product; and how to acknowledge and apologize. They recognize it is best to follow rules and find common ground ˇV to hold relationships together, despite people's differences. Focus on fixing, not frustration ˇV this is tough for Michael, who complains about stale food in the fridge, and a messy copy room but must learn to remedy them.

DVD (Closed Captioned) / 2013 / () / 9 minutes

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Men and women live in different cultures and tend to lead in different ways according to the research. As a result they have different rules regarding what is considered "appropriate" adult behavior. Unfortunately, neither gender is aware of these disparate norms and rules and often misread what is being communicated. Consequently, what seems natural to one gender culture seem mysterious, baffling, and wrong to the other. The differences are not right or wrong but they can result in confusion and conflict. By making these Invisible Rules visible, Tammy Hughes and Dr. Heim provide the basis for better understanding, communication and teamwork.

DVD (Closed Captioned, With English, Spanish Subtitles) / 2013 / () / 48 minutes

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Skills to effectively communicate with a diverse population are becoming increasingly important in today's society. This presentation provides the definition of diversity, identifies the role of culture, and presents the benefits and challenges of managing diversity. Experts from various organizations provide advice on effectively communicating with racial, ethnic, gender, age and ability diverse populations.

DVD / 2013 / () / 53 minutes

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Men and women live in different cultures. As a result they have different rules regarding what is considered "appropriate" adult behavior. Unfortunately neither gender is aware of these disparate norms and rules and often misread what is being communicated. Women may see men as belligerent and insensitive. Men often see women as over-emotional. What they don't understand is that both men and women are doing what works in their own culture. Unfortunately, the same behavior can backfire across culture. Consequently, what seems natural, even right, to one gender culture may seem mysterious, baffling, and wrong to the other.

In their thoughtful and lively presentation Tammy Hughes and Dr. Pat Heim will explain some of the different rules of the male and female cultures and help viewers understand the differences and learn to improve communication between men and women instead of placing the blame on either gender.

DVD (Closed Captioned, With English, Spanish Subtitles) / 2013 / () / 46 minutes

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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 (Closed Captioned) / 2012 / () / 8 minutes

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Learn how to communicate effectively to achieve best results:

~ Promote open and honest communication
~ Share information, not gossip
~ Build collaborative relationships
~ Resolve conflict productively
~ Create a warm welcome

DVD (Closed Captioned) / 2009 / () / 12 minutes

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Features discussion of a case study of one of the fastest growing, successful agencies in the UK.

With David Abraham, UK.

David Abraham is UKTV Chief Executive and was Chief Operating Officer at St. Luke's Communications, the world's first and only employee-owned ad agency.

Educated Oxford University, he co-founded St.Luke's 1995. David has advised the UK Government on public communication programs. He attended Harvard Business School Summer Program in 1997.

David joins UKTV from Discovery Networks USA, where as EVP and General Manager TLC and Discovery Home he is responsible for overseeing all content investment strategy and execution.

DVD / 2006 / () / 15 minutes

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Communication is the foundation of leadership. There are literally hundreds of ways we communicate with speech, hands, eyes, body language, direction, the way we talk with others, the way we listen. Communication is more than talking. Your effectiveness as a supervisor depends somewhat on your verbal skills, your attitude towards people, your non-verbal gestures and signals and certainly, your listening skills.

Topics covered in this safety video include: 4 communication barriers or problem areas that tend to prevent good communications, positive and negative aspects of communications, and the quick rules for good communications with your employees (listen, investigate, and you discuss the complaint with the other supervisors to see if it has merit and then you make a decision).

DVD / 2006 / () / 21 minutes

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Effective communication is an art and skill to be mastered. Our lives and personal relationships can be dramatically changed and enhanced through interpersonal communication. The dynamic presentation includes the qualities of effective communicators, specific techniques, powerful communication tools and tips for expressing emotions and feelings. The importance of several communication concepts, such as metacommunication, perception checking and emotional expression are provided.

DVD / 2001 / () / 28 minutes

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Why do some units in organizations make required changes and achieve new levels of performance while other units in the same organization seemingly stumble, failing to reach performance goals? This two-part video reveals how viewing organizational change as a learning process can make the difference. Based on a three-year study of ten companies undergoing fundamental change in their business models, this video describes the challenges in organizational change and identifies ways leaders can accelerate transitions. Actual case material from an in-depth case study is included. Based on Research at CEO, the Marshall School of Business of the University of Southern California.

DVD / / () / 55 minutes

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Develop good communication skillsˇXby becoming a better listener.

We all know that good communication skills are critical in every business environment. We also know that communication often breaks down. When there's a breakdown, we usually think the solution is to speak more clearly. But often, the solution is better listening.

Each of us has a habitual way of listeningˇXa way of fitting what we hear into our preconceived notions. We are captives of our way of listening, often unaware that what we hear is not what others are saying.

Listening is a skill that needs to be developed. In this communication program, viewers watch the communication taking place during a typical morning at an office.

Learning points include:
~ Clear speaking does not guarantee clear listening.
~ Listening is always interpretive.
~ Culture and personal history shape listening.
~ Perceptions about relative power can limit the exchange of ideas.
~ Changes in mood cause changes in listening.
~ Effective communication requires listening beyond the words.
~ Don't take listening for granted. Use this program to teach your staff the skills that will make them better listenersˇXand thus better communicators.

DVD / / () / 20 minutes

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Understanding the dynamic of gender related communication problems is the first step in creating a harmonious work environment, but that is only part of the puzzle. This video employs a case study based on an actual situation that zeros in on communication problems. This highly requested video provides your viewers with three proven and effective solutions for solving your gender issues.

DVD / / () / 25 minutes

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No matter what your role in the organization, communicating effectively is vital to getting things done and working productively with people. In this video you'll learn strategies to help you:

~ Offer ideas with credibility, logic and emotional power.
~ Connect with your audience.
~ Focus on your listener's mood.
~ Make it easy for others to say "yes."
~ And more!

DVD / / () / 17 minutes

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Stress levels can rise when busy co-workers fail to communicate effectively with one another. This video provides information on how to recognize the stress triggers that impair communication. This valuable resource is filled with tips & techniques to help viewers adapt communication styles to reduce stress on the job.

Viewers will learn:
~ How to avoid crossing co-workers' "security zones" to reduce stress when communicating.
~ What role body language plays in creating stressful situations.
~ How different personalities can unwittingly cause stress and ways to prevent the problem.
~ A useful exercise to help deal with stress caused by time pressure.
~ And much more!

DVD / / () /

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Make everyone in your organization an effective communicator. In this video, you will learn how to:
~ Handle conflict successfully - whenever it occurs.
~ Prevent misunderstandings that can hurt work relationships.
~ Disagree without projecting a negative attitude.
~ And more!

DVD / / () / 25 minutes

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The art of conflict management on the job in interpersonal relationships is the subject of Conflict: The Rules of Engagement. Dr. Heim takes viewers through proven strategies which neutralize some conflicts immediately, and help turn more complex conflicts into manageable ones. The end result is a more productive and respectful organization.

DVD / / () / 44 minutes

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Constructive disagreement can add value, as employees compromise and reach better decisions based on input from others.

Conflict becomes destructive when anger, jealousy, and other strong emotions turn the focus away from problem solving and toward personal attacks. Destructive conflict can ruin relationships among workers, interfere with productivity, destroy teamwork, and contribute to employee absenteeism and turnover.

While acknowledging common sources of conflict, this entertaining video provides eight specific, reliable solutions: skills that help you put aside your differences, control your emotions, and move forward.

Learn these solutions:
~ Responding with empathy
~ Active listening
~ Setting a limit
~ Finding something to agree with
~ Using "I" language instead of "You" language
~ Disengaging to cool off
~ Appealing to mutual self-interest
~ Attacking the problem, not the person

Now, it is true that there are many things you CAN'T control when you are dealing with your coworkers or colleagues. But there are skills you can learn to keep disagreements constructive and resolve conflicts in a positive way. The most important thing to keep in mind is that resolving conflict is not about one person proving the other person wrong. Resolving conflict is about working WITH the other person to solve the problem and maintain the relationship.

Bottom line: there will always be conflict. The secret is learning to manage it successfully. Doing so empowers you to take control of your lifeˇXand career.

DVD (With Study Guide) / / () / 17 minutes

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Understand how to turn criticism to your benefit.

In this communication DVD, you'll learn:
~ When to criticize and when not to.
~ The Guiding Rule of criticism.
~ The 3-step formula for successful criticism.
~ How to keep your criticism on track and yourself under control.
~ The 4-A formula for controlling your emotions when being criticized.
~ How to assume a position of strength when being criticized.

We all need criticism. It's a part of learning. What we don't need is the anger, defensiveness, frustration and conflict that are so often associated with criticism. Use this communication DVD to establish a spirit of cooperation and growth, and create a more effective organization.

DVD / / () / 21 minutes

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Men and women buy differently. This video uncovers the secrets of targeting your sales strategy to be equally successful with men and women. How to build relationships, when to chat versus when to get down to business, even how and where you stand when selling to a woman or a man, can make or break a sale. If you learn to target your sales strategies with gender differences in mind, you will forge more collaborative relationships with your customers and increase your sales performance.

DVD / / () / 30 minutes

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Remember the best boss you ever had? It's a good bet that he or she was an excellent communicator. Communicating clearly and effectively is probably the most important - and perhaps most difficult - responsibility of any manager. Learn how to:
~ Deliver praise that motivates your entire staff.
~ Offer criticism that challenges employees to improve.
~ Delegate important tasks with confidence.
~ Prevent misunderstandings by improving your listening skills.
~ And much more!

DVD / / () / 20 minutes

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Women can be best friends or worst enemies. Women have profound emotional ties to other women. Even when a woman finds the male love of her life, the bonds she shares with female friends usually remain unshaken. However, when a woman gets promoted, who is often the first to attack? Other women, of course! In fact, relationships between women often polarize at two extremes: either they're truly wonderful or they're quite terrible. Why is this topic of critical importance today? Women comprise half of the workforce and when women are working well together, productivity and morale escalate throughout the entire organization. Drs. Heim and Murphy help viewers improve working relations based on lessons The Golden Triangle and the Power Dead-Even Rule teach.

DVD / / () / 34 minutes

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Use this diversity awareness DVD to remind your employees of the importance of keeping an open mind and respecting each other, differences and all.

Productivity is the name of the game these days, and most organizations can't afford to let that productivity get slowed by the problems that can easily develop in today's multicultural workforce. Under pressure to get the job done better, cheaper and faster, it can be difficult for your employees to keep up. The challenge of getting along in a diverse work environment, with people of different backgrounds and cultures, can be the source of added anxiety ˇV and the result can be a real pressure cooker.

This diversity program helps relieve the pressure. Fostering an atmosphere of acceptance and understanding, the program will help you create a workplace that is accepting and respectful of the differences seen in others, while encouraging your employees to see the unique values in each of their coworkers.

Viewers experience:
~ Heartfelt firsthand narratives.
~ Authentic workplace diversity scenes.
~ An inward look at how they react to differrences in others.

Watching the program, viewers are guided to an appreciation of the individual characteristics their coworkers bring to the mix. They'll learn how the fear of being inconvenienced or losing a preferential status might be a cause of their resistance to accepting diversity in the workplace. Your employees will learn to identify and break through stereotypes and prejudices that can prevent them from accepting the differences they see around them.

Don't allow a lack of intrusiveness to become a problem. Use this newly revised diversity awareness DVD to provide a fresh perspective for your team. After all, we're ALL different.

DVD / / () / 14 minutes

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