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Discusses the serious issues of professional etiquette in a comical fashion that will both entertain and instruct students and employees in the vital areas of etiquette and protocol. Prepares students for many different situations where a knowledge of professional etiquette will be essential. Includes inter-office etiquette, meeting protocol, introductions, dining etiquette, travel and handling potentially awkward situations with grace. (22 min. - c. 1993)
Sport banquets, prom dates, and employee lunches are all events that require proper table manners. Good or bad, manners represent who you are. This video outlines important topics such as learning to “read” the table setting for clues, when to begin eating, and using your napkin properly. And, just as important, tips are presented to help you master the basics of dinner conversation. Learn how table manners are a part of social success. There are many common situations in which others will notice just how you present yourself while dining…a first date in an upscale restaurant, lunch with a prospective employer, or a meal with a new friend’s family. This energetic and colorful program covers the basics, so that people feel comfortable in nearly any dining situation.
All too often, companies lose customers through totally preventable mistakes—and that means lost profits and even lost jobs. This video stresses one of the most important rules of good business: customer service begins with an attitude of respect. Any employee who can put that into practice is bound to be a success!
With companies of all sizes moving toward a corporate casual dress code, our clothing choices have changed dramatically as the lines between work and leisure have begun to blur.
The ability to defuse confrontation and arrive at a solution that is acceptable to everyone involved is a quality that all employers value. This video illustrates how to courteously resolve office conflicts by depersonalizing them, opening the lines of communication, and examining all options in order to come to an agreement. Brainstorming with coworkers is presented as a means of developing consensus. (21 minutes)
In the post-Enron and -WorldCom era, the spotlight of scrutiny is shining ever more sharply on corporations and their chief executives. In this program, Robert Nardelli, chairman, president, and CEO of The Home Depot, and Michael Eskew, chairman and CEO of United Parcel Service, discuss the white-hot issues of corporate governance and ethics as well as the special challenges they face as newcomers to the top job. What are they doing to expand their customer bases in the face of fierce competition? And how are they training the new leaders who will help them take their companies—tops in their respective industries—into the future?
There is little doubt that e-mail is an extremely useful innovation that has changed, and continues to change, the way we communicate. However, the fact that e-mail is different from both voice- and paper-based communication can be a source of frustration for many people. This up-to-date program gives viewers an understanding of the conventions that have been developed by e-mail users over the years to facilitate effective communication. In addition, the video exposes many of the myths that exist regarding such issues as e-mail privacy, and warns of possible dangers when using e-mail. The words "spamming" and "flaming" may not make sense to many people, but chances are they’ve come across examples of this type of behavior in their e-mail usage. The animated "cyber postman," who features throughout the video, has seen every example of bad e-mail usage you could imagine. With his assistance we provide a comprehensive introduction to the etiquette of using e-mail. One 20-minute video and study guide. © 2000.
This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don’ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail. By viewing a wide variety of role-playing examples and behavior-modeling opportunities, students and professionals will gain a better understanding of the skills needed to communicate effectively over the phone.
An upset customer is the ultimate test of an employee’s professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. The program also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats. (26 minutes)
A bad first impression is hard to shake…something Jason, Marita, and Chris are about to find out on their first day at work. This video will save your students from common workplace blunders by showing them how to present a polished appearance, use positive body language, and demonstrate a can-do work ethic. Donna Panko, a professional corporate image consultant, shares her knowledge while the Wall of Wasted Opportunities—an animated rogues’ gallery of employees who blew their first impression—memorably drives the program’s message home. A viewable/printable instructor’s guide is available online. Correlates to the career standards from the National Occupational Information Coordinating Committee. (22 minutes)
Lydia Ramsey is a business etiquette and protocol expert and the founder of Manners That Sell, a firm offering keynotes, seminars, workshops and products to corporations, professional associations, government agencies and colleges and universities. She helps her clients build relationships that increase sales and customer satisfaction.
This entertaining video takes both a serious and a humorous look at the importance of learning table manners. Viewers see the benefits of learning proper techniques so that they become natural rather than using correct manners only on special occasions. Starting with a discussion of different kinds of meal settings, utensils, and the order in which they are used, viewers are taken through the steps of a meal. This entertaining production illustrates the importance of a good posture, how to hold and use utensils, and how to be prepared for conversation. The program shows the correct way to eat most common foods (salads, soups, breads, steaks, desserts, etc.). Viewers learn what to do when faced with tricky situations—a drink is spilled or a utensil dropped, food is offered which they don’t or can’t eat, a question is asked and their mouth is full, a situation arises and they don’t know what to do, and much more! This video covers both formal and informal occasions and teaches manners that will assure confidence in any dining situation.
What has become of the classic American virtues of good manners and honesty? Are they dead, dying, or simply in hiding? This provocative two-part series argues that changes in the American character have promoted a pervasive attitude of "me first" and "anything goes." 2-part series, 29 minutes each.
What has become of the classic American As common courtesy becomes less common and good taste is all but a contradiction of terms, Americans continue to push the envelope of socially acceptable behavior. Does the Golden Rule still apply, or are people too busy to care about the feelings of others? This program probes the apparent erosion of decorum in the United States, which has had a profound impact on respect for authority, trust for one another, and willingness to give a helping hand. Experts include Professor Stephen Carter, of Yale University; psychologist Arnold Nerenberg, author of Overcoming Road Rage; and Pier Forni, of Johns Hopkins University’s Civility Project. (29 minutes, color)
This program takes a penetrating look at what is happening to American culture as honesty comes to be measured less by truthfulness and more by the reasons for lying and the degree of deception involved. What is to become of a society in which professional ethicists are required to help companies recapture a culture of integrity, a role previously reserved for religion? Experts include Laura Nash, Director of the Institute for Values-Centered Leadership; L. Gregory Jones, Dean of the Duke Divinity School; and Professor Jeffrey Abramson, author of We the Jury. (29 minutes, color)
Economically speaking, a wealth of new international business opportunities is swiftly creating a world without borders. But from a cultural point of view, many potential barriers still exist. In this timeless program, people who have worked in different cultures offer insights into a variety of customs, including forms of greeting, body language, dining etiquette, and negotiation styles. This practical educational resource can help turn social liabilities into a rapport that profits all concerned. (28 minutes, color)
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