What To Say When℠ Workplace Communication

Team Building, Conflict Resolution & Mentoring Training Series

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

Solution: Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas. Each module offers actionable strategies which learners will immediately implement to better manage workplace relationship challenges.

This video 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 content is available at ServiceSkills.com.

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
Someone Resists Change
Someone Disagrees With You
Your Boss Doesn’t Notice 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
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

This content is available at ServiceSkills.com.

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!

What To Say When℠ Workplace Communication

Team Building, Conflict Resolution & Mentoring Training Series

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

Disc 1: What to Say When:

Disc 2: What to Say When:

Disc 3: What to Say When:

Disc 4: What to Say When:

Give your team the tools to master these communication concepts:

Disc 1:
What to Say When:

Disc 2:
What to Say When:

Disc 3:
What to Say When:

Disc 4:
What to Say When: