79 Videos

Successful complaint handling turns a negative encounter into a more positive one.

You work hard. But are you spending your time on what your manager wants you to do? Make sure your efforts and priorities are in line with your manager's expectations by asking them to comment on what you've been doing.

Don't break a commitment unless you really must. And only after you've explored alternatives. But if you must, communicate clearly and honestly about the reason for the change in plan, offering a way to make amends and suggesting an alternative solution. Recognise the inconvenience caused and minimise the damage done.

If you need someone to do something differently from what they're used to, you need to convince them that the change is worthwhile, so that they are invested in helping you. This requires both logical and emotional reasoning.

People won't come up with creative ideas if they're not engaged and motivated. So a positive culture of trust, where innovative thinking is valued, and genuinely embraced, leads to emotional engagement and a desire to contribute.

What can you do to contribute to your manager's goals and your team's objectives? Only by appreciating your manager's perspective can you make your case for more resources and show some business awareness. How will any additional spend enable you to achieve more than you do already? And what will the payback be?

As a manager, your job is to get results through your team. So nothing is more important than making sure the people in your team understand what's required of them. This video provides tips for ensuring they focus on what's important.

Getting together with a small group of colleagues who care about the same issues that you do, creates an opportunity to generate ideas that you wouldn’t have thought about individually. This short video explores how to collaborate effectively, improving cross departmental communication and resolving a shared problem.

Competencies make explicit the way your organisation wants its people to work. Using Competencies Successfully illustrates how to use them in appraisals, in promotion interviews and for self-development.

Answering a call with your mind elsewhere leads to mistakes. You can’t help or take an accurate telephone message if you don’t give the caller your undivided attention. Accurate and complete telephone messages convey professionalism and result in timely, positive outcomes.

Do you know the sources of your stress? What leads to you feeling overwhelmed, out of control, annoyed, or anxious? In this video you learn about four major sources of stress and how to cope successfully by identifying and talking about them.