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COMMUNICATION & INTERPERSONAL SKILLS

COMMUNICATION SKILLS

COMMUNICATION & INTERPERSONAL SKILLS


COMMUNICATION ESSENTIALS PART I: LISTENING AND UNDERSTANDING

Five key skills for effective listening and understanding.

Listening is one of the most important, yet most under-practiced and least-often-used skills in human behavior. Researchers claim that 75% of oral communication is ignored, misunderstood or soon forgotten. Good communication is a critical element in an efficient, productive workplace. This program teaches employees the five secrets for developing effective listening and understanding skills: show interest, focus on key issues, summarize and check for understanding, listening for common threads and explore and respond to feelings.

Item no.: GL02370043
Format: VCD
Duration: 16 minutes
Copyright: 1997
Price: AUD 625.00

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Item no.: GL02370045
Format: CD-ROM
Copyright: 1997
Price: AUD 625.00

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COMMUNICATION ESSENTIALS PART II: CONVEYING INFORMATION

Explain information clearly and avoid misunderstanding.

We spend a large part of our time at work communicating with each other. Whether conveying information, giving instructions, coaching or selling, the ability to make others comprehend information in a clear and concise way is a communication skill. One of the biggest traps when explaining things is thinking that you are doing it effectively when you actually are not. Often the message that the other person receives is not the same as the message you intended to send. This video teaches the viewers the three steps necessary for conveying information clearly and avoiding misunderstandings, inefficiencies, errors and conflicts.

Item no.: NC02480047
Format: VCD
Duration: 13 minutes
Copyright: 1997
Price: AUD 625.00

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Item no.: NC02480048
Format: CD-ROM
Copyright: 1997
Price: AUD 625.00

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COMMUNICATION ESSENTIALS PART III: EXERCISING PERSONAL POWER

Master the art of influencing and persuading others.

The art of being able to influence people requires that you are able to identify, in any given situation, what particular types of power are at your disposal, and then use them in combination to achieve your goal. This video program introduces five influencing and persuading skills ¡V positive power, knowledge and experience, reward power, penalty power and inspiration power ¡V and the different workplace situations in which to apply them.

Item no.: PH01140049
Format: CD-ROM
Copyright: 1997
Price: AUD 625.00

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Item no.: PH01140051
Format: VCD
Duration: 15 minutes
Copyright: 1997
Price: AUD 625.00

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COMMUNICATION ESSENTIALS PART IV: OVERCOMING NEGATIVE BEHAVIORS

Deal positively with negative and difficult people.

Unfortunately, life is full of difficult situations, and very often these difficult situations involve dealing with the negative behavior of others in the workplace. This video program teaches practical actions for dealing with resistance, complaints, disruptions, demands and aggression from individuals with whom you must get along in order to get things done.

Item no.: FM02370052
Format: VCD
Duration: 13 minutes
Copyright: 1997
Price: AUD 625.00

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Item no.: FM02370054
Format: CD-ROM
Copyright: 1997
Price: AUD 625.00

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EMOTIONAL COMPETENCE INDICATOR

Emotional Self-Awareness
  • Accurately Identifies Own Emotions
  • Recognises Thinking Patterns
  • Understands Others' Perceptions
  • Intuitive
  • Appreciates Impact on Others

    Emotional Self Control
  • Remains Calm
  • Positive Self Talk
  • Emotional Stamina
  • Committed to Achieving Goals
  • Continuous Development

    Understands Others' Emotions
  • Sensitive to Others' Feelings
  • Responds With Empathy
  • Concerned to Help Others
  • Understands Group Emotions

    Social Skills
  • Communicates About Feelings
  • Builds Collaboration
  • Motivates
  • Adaptable
  • Builds Trust
  • Facilitates Honesty

    Item no.: SZ02480078
    Format: Assessment Tool
    Copyright: 2003
    StdBkNo: 1875645926
    Price: AUD 69.50

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    FEEDBACK SOLUTIONS: GIVING FEEDBACK - ADVANCED SKILLS

    Learn what to do when the person you are giving feedback to:
  • is not motivated to listen
  • is uncommitted to action
  • gets angry, shocked or upset
  • disagrees with you

    Item no.: WL01140080
    Format: VCD
    Duration: 22 minutes
    Copyright: 1994
    Price: AUD 625.00

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    Item no.: WL01140081
    Format: CD-ROM
    Copyright: 1994
    Price: AUD 625.00

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    FEEDBACK SOLUTIONS: GIVING FEEDBACK - BASIC SKILLS

    This practical video demonstrates how to:
  • make feedback specific
  • take responsibility
  • give balanced feedback
  • avoid delay

    Item no.: PJ02370082
    Format: VCD
    Duration: 15 minutes
    Copyright: 1994
    Price: AUD 625.00

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    Item no.: PJ02370083
    Format: CD-ROM
    Copyright: 1994
    Price: AUD 625.00

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    FEEDBACK SOLUTIONS: RECEIVING FEEDBACK - ADVANCED SKILLS

    What to do when the person giving you feedback:
  • doesn't say anything.
  • criticises you in public.
  • is long-winded.
  • is vague in their feedback.
  • makes a personal attack.

    Item no.: YH02480086
    Format: VCD
    Duration: 14 minutes
    Copyright: 1994
    Price: AUD 625.00

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    Item no.: YH02480087
    Format: CD-ROM
    Copyright: 1994
    Price: AUD 625.00

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    FEEDBACK SOLUTIONS: RECEIVING FEEDBACK - BASIC SKILLS

    Learn the basic skills for empowering people to:
  • welcome feedback
  • actively seek it out
  • be open to everyone
  • be open to change

    Item no.: GH01140088
    Format: CD-ROM
    Copyright: 1994
    Price: AUD 625.00

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    Item no.: GH01140090
    Format: VCD
    Duration: 15 minutes
    Copyright: 1994
    Price: AUD 625.00

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    GIVING FEEDBACK

    Learn how to give effective feedback to increase morale and improve performance. This CD ROM features video dramas, activities and tests to ensure learning is entertaining and thorough.

    Following the success of Ash.Quarry Productions' best-selling video series, Feedback Solutions, this fun and interactive CD ROM was produced to help all staff learn the essentials of giving feedback.

    The CD ROM features Australian psychologist, Peter Quarry, who actively guides participants through the various aspects of giving feedback effectively.

    The Giving Feedback CD ROM offers participants the opportunity to do a complete course, or users can choose from single modules for 'just-in-time' training.

    THE MODULES INCLUDE:
  • Who should give feedback?
  • When should I give feedback?
  • A formula for what to say
  • The most important thing to learn about giving feedback
  • Do I give positive or negative feedback?
  • What if the person you are giving feedback to is unmotivated to listen?
  • What if the person is uncommitted to changing?
  • What if the person reacts emotionally?
  • What if the person disagrees with my feedback?

    The program includes dramatised video case study clips and a Feedback Laboratory in which to experiment and practise giving feedback.

    Note
  • Finalist in the 1997 Australian Teachers of Multimedia Awards

    Item no.: FB02370092
    Format: CD-ROM (Multiple PC Version)
    Copyright: 1997
    Price: AUD 1230.00

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    LISTENING SKILLS INDICATOR

    Core Listening Skills
  • Develops Immediate Rapport
  • Shows Ongoing Interest
  • Avoids Distractions
  • Actively Listens
  • Remains Focussed

    Understanding
  • Explores and Probes
  • Remembers Detail
  • Avoids Prejudging
  • Interprets Non-verbal
  • Signs Summarizes Conclusions

    Responding
  • Reacts Appropriately
  • Uncovers Issues
  • Prioritizes Concerns
  • Controls Own Emotions
  • Agrees on Action

    Advanced Listening Skills
  • Handles Negative Emotions
  • Responds to Unreasonable Demands
  • Manages Rambling Talker
  • Comfortable with Diversity
  • Listens in Meetings

    Item no.: NH01140373
    Format: Assessment Tool
    Copyright: 2000
    StdBkNo: 1875645829
    Price: AUD 69.50

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    TAKE AWAY TRAINING SILVER SERIES: 7 STEPS TO IMPROVING COMMUNICATION

    Learn a simple, effective 7 step blueprint that can immediately improve communication skills.

    Item no.: HZ02370547
    Format: VCD
    Duration: 13 minutes
    Copyright: 2001
    Price: AUD 295.00

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    Item no.: HZ02370548
    Format: CD-ROM
    Copyright: 2001
    Price: AUD 295.00

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    COMMUNICATION SKILLS


    COMMUNICATION ESSENTIALS: CONVEYING INFORMATION

    Featuring:
  • Presenter Peter Quarry

    Whether conveying information, giving instructions, coaching or selling, the ability to convey information in a clear and concise way is a core communication skill.

    Learn the three essential steps for this skill to avoid misunderstandings and mistakes.

    We spend a large part of our time at work communicating with each other. Whether conveying information, giving instructions, coaching or selling, the ability to make others comprehend information in a clear and concise way is a communication skill.

    One of the biggest traps when explaining things is thinking that you are doing it effectively when actually you are not. Often the message that the other person receives is not the same as the message you intended to send.

    This program teaches viewers the three steps necessary for conveying information clearly and avoiding misunderstandings, inefficiencies, errors and conflicts.

    Training Points
  • Get the attention of listeners using three simple techniques
  • Organise information to make it easy for the listener to understand and make sure the other person has received the message accurately

    Learning Outcomes
  • Be able to describe the three steps in conveying information clearly
  • Have practiced explaining something to another person and received constructive feedback
  • Have identified three specific behaviors that need to change in your workplace to improve the way information is conveyed

    Item no.: NC02480046
    Format: DVD
    Duration: 13 minutes
    Audience: Managers, All staff
    Copyright: 2006
    Price: AUD 625.00

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    COMMUNICATION ESSENTIALS: LISTENING AND UNDERSTANDING

    Featuring:
  • Presenter Peter Quarry

    Learn the five key skills of effective listening and understanding - show interest, focus on the key issue, summarize and check, listen for the common thread and explore feelings.

    Listening is one of the most important, yet most under-practised and least-often-used skills in human behaviour. Researchers claim that 75% of oral communication is ignored, misunderstood or soon forgotten. Good communication is a critical element in an efficient, productive workplace.

    This program teaches employees the five secrets for developing effective listening and understanding skills: show interest, focus on key issues, summarise and check for understanding, listen for common threads and explore and respond to feelings.

    Training Points
  • Avoid five traps that interfere with effective listening and understanding
  • Implement five techniques to improve listening and understanding skills
  • Ensure communication is fully understood by others
  • Respond to the feelings of others
  • Avoid sending mixed messages

    Learning Outcomes
  • Be able to describe five traps to effective listening and understanding
  • Be able to describe five skills to enhance effective listening and understanding

    Item no.: GL02370044
    Format: DVD
    Duration: 16 minutes
    Audience: Managers, All staff
    Copyright: 2006
    Price: AUD 625.00

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    HOTLINES: CONVEYING A PROFESSIONAL IMAGE

    People in call centres are the window into their organisation. They need to present a professional image over the phone.

    This program covers the importance of speaking well, welcoming customers and using effective protocols for putting people on hold and transferring calls.

    Training Points
  • Speak clearly
  • Avoid jargon and slang
  • Greet warmly
  • Ask permission to hold
  • Respect customers on hold
  • Explain transfers
  • Offer more service

    Item no.: GL01140107
    Format: DVD (With Workbook)
    Duration: 12 minutes
    Audience: Telephone Staff, Service Staff
    Copyright: 2006
    StdBkNo: 9780980353235
    Price: AUD 405.00

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    KANGAROO

    Everyone wants to know how to be happy at work...

    Motivational session-starter on happiness at work and caring for others.

    Dooley, the kangaroo, has lost his hop. You might say he is 'unhoppy'! Valmay, the koala and a local motivational specialist, teaches him the key to happiness.

    Dooley learns that if you care for your customers, support your team colleagues and show concern for your employees, you will feel healthier, live longer and feel happier at work!

    Kangaroo is a fully animated program, perfect as a session starter, motivational program or useful as a tool in customer service training, team building and leadership development.

    Item no.: FP02370178
    Format: DVD (With Workbook)
    Duration: 7 minutes
    Audience: All staff
    Copyright: 2006
    StdBkNo: 1875645950
    Price: AUD 405.00

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    PEOPLE SKILLS: COMMUNICATING WITHOUT WORDS

    Featuring:
  • Presenter Peter Quarry

    Discover the five main ways in which people communicate non-verbally. Use this program as an introduction to body language - how to interpret it and how to respond. Increase your awareness of your own body language and that of others.

    Understanding body language:
  • 1. Appearance
  • 2. Face
  • 3. Body
  • 4. Speech
  • 5. Position

    Learning Outcomes
  • 1. Be able to describe why understanding both one's own and other people's body language is a crucial communication skill
  • 2. Be able to list the five main ways in which people communicate without words
  • 3. Have identified three specific things that they can do differently to improve the way in which they communicate without words

    Item no.: PV01140413
    Format: DVD (With Workbook)
    Duration: 12 minutes
    Audience: Managers, All staff
    Copyright: 2007
    StdBkNo: 9781875645497
    Price: AUD 515.00

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    PEOPLE SKILLS: EXPLAINING CLEARLY

    Featuring:
  • Presenter Peter Quarry

    T Whether conveying information, giving instructions, coaching or selling, the ability to explain clearly is a core communication skill.

    Learn the three essential steps for this skill to avoid misunderstandings and mistakes.

    Three steps to explaining clearly:
  • 1. Get the attention of the listener
  • 2. Organise your information
  • 3. Check understanding

    Learning Outcomes
  • 1. Be able to describe the three steps in explaining clearly
  • 2. Have practised explaining something to another person and received constructive feedback
  • 3. Have identified three specific behaviours they need to change in the workplace to improve the way they explain

    Item no.: HC01140431
    Format: DVD
    Duration: 12 minutes
    Audience: Managers, All staff
    Copyright: 2007
    StdBkNo: 9781875645367
    Price: AUD 515.00

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    PEOPLE SKILLS: WINNING FIRST IMPRESSIONS

    Featuring:
  • Presenter Peter Quarry

    You don't get a second chance to make a first impression. Learn why first impressions are so important.

    Discover how to give a positive impact whether you are going for a job interview, making a sales call, receiving a visitor at the reception desk or dealing with customers.

    Training Points
  • 1. Be positive
  • 2. Be helpful
  • 3. Be professional
  • 4. Be organised
  • 5. Be special

    Learning Outcomes
  • 1. Be able to describe why creating a winning first impression is so important
  • 2. Be able to list five ways in which people can make a winning first impression
  • 3. Have identified three specific things they can do to improve the first impression they make

    Item no.: RZ02370459
    Format: DVD
    Duration: 10 minutes
    Audience: All staff
    Copyright: 2007
    StdBkNo: 9781875645381
    Price: AUD 515.00

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    STAFF CAN DO TOO

    Teach frontline staff to meet customers' needs with the CAN DO formula.

    Item no.: DB02370027
    Format: DVD (With Workbook)
    Duration: 11 minutes
    Audience: Service Staff
    Copyright: 2006
    StdBkNo: 9780980342703
    Price: AUD 295.00

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    TAKE AWAY TRAINING: 10 POWERFUL NETWORKING SKILLS

    Featuring:
  • Interviewee Eve Ash
  • Interviewer Peter Quarry

    Learn how to become more successful with your networking by implementing ten powerful skills.

    Discover whether you are a passive, active or proactive networker.

    THE PASSIVE NETWORKER
    Can at least cope in any social situation

    1. Positive Mindset
  • Needs to be polite and carry a conversation
  • Can mix with people and not just stand by themselves

    2. Introduce Yourself
  • How to introduce yourself with confidence

    3. Don't be Boring
  • Avoid talking too much about self
  • Read body language
  • Ask questions about the other person

    4. The Art of Escape
  • Polite way to leave conversation

    THE ACTIVE NETWORKER
    Takes more risks and meets new people

    5. Be a Central Introducer
  • Bring people together using common interests

    6. Help Others
  • Provide help that the person will appreciate

    7. Build Your Profile
  • Build your image modestly
  • Use name dropping appropriately
  • Create a legend for yourself

    THE PROACTIVE NETWORKER
    Super organised, plans networking events, promotes self image

    8. Be Super Organised
  • Manage database of people
  • Database includes where you met, interests and summary about the person for future reference

    9. Create Opportunity
  • Offer knowledge you possess to certain network groups

    10. Action Plan
  • Have a plan and network strategy

    Item no.: FV01140785
    Format: DVD
    Duration: 18 minutes
    Audience: Managers, All staff
    StdBkNo: 9780975108871
    Price: AUD 319.00

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    TAKE AWAY TRAINING: 6 WAYS TO BUILD RAPPORT

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Learn useful ways for creating a bond and connection - regardless of whether you are in sales, service or any other role that involves person to person contact.

    What is Rapport and why is it necessary?
  • Rapport means relationship
  • Long term rapport and short term rapport
  • Building rapport with someone in any job helps you achieve your goals quicker

    Rapport Don'ts:
  • Not introducing who you are
  • Looking disinterested or being distracted by something
  • Not engaging in conversation
  • Suspicious of you
  • Not caring
  • Over talking to someone in a rush

    1. Use Basic Greeting
  • Say your name
  • Good morning/afternoon
  • Shake hands
  • Welcome them

    2. Use Positive Body Language
  • Eye contact
  • Smiling
  • Facial expressions

    3. Get Them Talking
  • Get them talking about themselves
  • Statement and follow up question - ie. "You're in Sydney. What's the weather like up there?"
  • Show interest

    4. Generate Trust
  • Showing empathy or understanding
  • Self disclose - saying something about yourself
  • Deliver on any promises you make

    5. Be Helpful
  • Anticipate a need someone may have
  • Offering assistance

    6. Be Flexible in How You Communicate
  • Change your communication according to the other person
  • Identify if they are a people person or a task type person
  • NLP - each person has a preferred style of taking in information

    Challenging Rapport Situations:
  • Disliking the person you need to build rapport with
  • Made a mistake or late and the other person is angry
  • Ending a conversation quickly
  • Dealing with someone who is upset or emotional
  • Sustaining rapport

    Item no.: WH02370789
    Format: DVD
    Duration: 17 minutes
    Audience: Managers, All staff
    StdBkNo: 9780975108864
    Price: AUD 319.00

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    TAKE AWAY TRAINING: HANDLING THE DIFFICULT CUSTOMER

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    In some workplaces people deal with really difficult customer or clients... often all day long. Psychologist Peter Quarry explains that we need to understand why they are being difficult and explore alternative ways to effectively deal with them.

    Basic Techniques:
  • Listen with empathy
  • Apologise
  • Take personal responsibility
  • Plan remedial action

    Training Points
  • Understand the Customer's Experience and Point of View
  • The Advantages in Understanding the Customer
  • Is There an Alternative?
  • The Cumulative Impact on Staff
  • Techniques for Addressing These Impacts

    Item no.: GR02370898
    Format: DVD
    Duration: 15 minutes
    Audience: Telephone Staff, Service Staff, Sales Staff
    StdBkNo: 9781921409851
    Price: AUD 319.00

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    TAKE AWAY TRAINING: LISTENING

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Find out common listening mistakes and how to really hear what people are saying.

    Item no.: PE02480703
    Format: DVD
    Duration: 15 minutes
    Audience: Managers, All staff
    Copyright: 2006
    Price: AUD 319.00

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    TEAMWORK ESSENTIALS: PRESENTATIONS WITHOUT FEAR

    Making a presentation is frequently a task people dislike, but it is a part of business life. Whether it is convincing senior management to train a group of staff in a new procedure, making a sales presentation or briefing clients on the progress of a project, presentations aim to both inform and motivate the audience.

    This program will show viewers how to resolve the five most daunting challenges faced by team members when making presentations, giving them the confidence they need to look and sound more professional.

    Training Points
  • Break the "fear spiral" and keep anxiety levels under control
  • Avoid the "talking trap"
  • Motivate audiences and involve them in a presentation
  • Effectively handle an unplanned interruption
  • Deal with a difficult audience member

    Item no.: AW02370761
    Format: DVD
    Duration: 17 minutes
    Audience: All staff
    Copyright: 2006
    Price: AUD 625.00

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