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What To Say When DVD Series

Team Building, Conflict Resolution & Mentoring

What To Say When Workplace Communication Training DVD Series

Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers. Apathy or the status quo isn’t an effective strategy.

Introducing the What To Say When Workplace Communication Training DVD Series.

Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas. This four DVD series include 30 just-in-time learning modules. Each module offers actionable strategies which learners will immediately implement to better manage workplace relationship challenges.

customer service team building management skills

This series is perfect for regular staff meetings, team-building sessions, conflict resolution training, management training and any performance improvement initiative centered around office etiquette.

 

This powerful communications series is divided into 30 stand-alone modules. Each module runs 4-6 minutes. This series is loaded with techniques and strategies to navigate complicated interpersonal communication issues in today’s workplace.

4-DVD package is $1,990 – includes leader’s guide & PowerPoint®.

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Series includes four DVDs, leader’s guide and PowerPoint. Topics Include:

Disc 1:

What to Say When:

  • You’re Asked to Compromise Your Ethics
  • A co-worker is Negative
  • You Have a Personality
    Clash With A co-worker
  • Someone Resists Change
  • Someone Disagrees With You
  • Your Boss Doesn’t Notice
    Your Contributions
  • It’s Someone Else’s Fault

Disc 2:

What to Say When:

  • You Want To Offer Praise
  • You See An Opportunity To Do Things Better
  • Someone Criticizes You
  • A Team Member is Uncooperative
  • You Need Help With Work
  • You Need to Break A Commitment
  • Someone Breaks A Commitment

Disc 3:

What to Say When:

  • You Need To Persuade a Colleague
  • You’re Asked to Host a Meeting
  • A co-worker is Too Social
  • There’s A New Team Member
  • The Boss Keeps Changing Priorities
  • A co-worker Has An Embarrassing Problem
  • You’re New On The Job

Disc 4:

What to Say When:

  • Haunted by the ghost of your predecessor
  • There’s conflict between team members
  • People are wasting time online
  • Criticizing a team member’s work
  • Setting objectives
  • Conducting interviews and appraisals
  • A team member is late
  • Someone’s not doing what you need
  • Generations clash

 

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Give your team the tools to master these communication concepts:

  • 4 steps to handle & defuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • How to compose an effective customer service email
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas the moment they appear
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the Power of You during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
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