Content

HANDLING DIFFICULT PEOPLE

HANDLING DIFFICULT PEOPLE


DIFFICULT PEOPLE AND SITUATIONS: BULLYING AND HARASSMENT

Bullying, harassment and especially sexual harassment is unacceptable in any workplace.

But many people don't realize when the line is crossed. And what can someone do if they are bullied?

These four outstanding dramatized case scenarios will provide triggers to help identify bullying and enable people to discuss strategies for reporting and overcoming it.

Case 1: Rachel and Mark - 5 minutes
Mark is a senior consultant, but his manager makes him feel humiliated. He talks to his father but is reluctant to go to HR.

Case 2: Mike and Judy 2 minutes
Judy is upset about the way Mike speaks to her. It is making her feel sick about work.

Case 3: Kim and Jane - 2 minutes
Kim and Jane are peers but Kim is making it awkward for Jane who likes to do her job well. Is this bullying?

Case 4: Mike and Claire - 6 minutes
Mike is Claire's boss and up until recently they often laughed and joked together. But now he has started asking her out, requesting her to stay back from work and even move her desk closer to his. Claire stands up to Mike but is unsure of the future.

Item no.: JF01140870
Format: DVD (With Workbook)
Duration: 15 minutes
Audience: Managers, All staff
Copyright: 2009
StdBkNo.: 9781921409714
Price: AUD 515.00

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DIFFICULT PEOPLE AND SITUATIONS: DAMAGE CONTROL

An excellent case study of a major product delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and leadership skills.

Version 1: Drama only - 7 minutes.

Version 2: With 20 Key Learning Points - 7 minutes

Part 1: The Problem - Anne is furious about the inferior quality of a recent delivery. Tash, the account manager, takes responsibility, listens and apologizes, and commits to solving the problem quickly.

Part 2: Resolving the Problem - Tash investigates the problem internally - without blame, and leads the team to implement a quick solution.

Part 3: Updating the Client - Tash keeps the client informed and outlines the full solution, again apologizing.

Part 4: Ensuring Problem Won't Happen Again - Tash debriefs with the team and invites ideas to improve.

Item no.: YD02370871
Format: DVD (With Workbook)
Duration: 14 minutes
Audience: Telephone Staff, Service Staff, Sales Staff, Managers
Copyright: 2009
StdBkNo.: 9781921409707
Price: AUD 515.00

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DIFFICULT PEOPLE AND SITUATIONS: LEADERSHIP SINS

Leadership requires awareness, open communication and the ability to empower others. David makes several mistakes managing Anne, and after a feedback session he makes some changes.

Version 1: Drama only - 9 minutes.

Version 2: With Psychologist Eve Ash commentary - 13 minutes

Part 1: The Sins -David doesn't discuss and agree on the way they will work together, doesn't listen and continually interrupts, fails to acknowledge good work, invades personal space, is inflexible about the way things are done, is oblivious to Anne's body language and the impact of his own behavior.

Part 2: Feedback - Anne gives David specific feedback about his behavior and how it makes it hard for her to work effectively. David acknowledges the feedback and accepts the need to change.

Part 3: Empowerment - David discusses career goals with Anne and brings out her motivation.

Item no.: NE02480872
Format: DVD (With Workbook)
Duration: 22 minutes
Audience: Managers, Executives
Copyright: 2009
StdBkNo.: 9781921409684
Price: AUD 515.00

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DIFFICULT PEOPLE AND SITUATIONS: PERSONALITY CLASH

Anne and Kim are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes.

Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues.

Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and come to a resolution for an effective working relationship.

Part 1 - Communication Breakdown

Part 2 - Feedback and Resolution - 20 Key Learning Points are provided in an alternate version.

Item no.: GY01140873
Format: DVD (With Workbook)
Duration: 14 minutes
Audience: Managers, All staff
Copyright: 2009
StdBkNo.: 9781921409691
Price: AUD 515.00

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GETTING MOTIVATED

An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive mindset for work and improve your productivity and service attitudes.

Find out about the Negative Land of W, the negative mood monster and negative scripts and how they keep you stuck. Learn how to use positive scripts to motivate yourself, achieve goals and be successful.

Eve Ash, psychologist, provides a strong rationale for success: if we think positively and convert our negative thinking to positive thinking, then we are more likely to act positively which in turn will lead us to be more successful. But too often our minds get clouded with negative thoughts or scripts that block us from achieving our potential.

By learning to turn these around and creating powerful positive scripts we can become much more motivated, happy and successful.

4 x 2 Minute Episodes:
Episode 1: GETTING UP.
Episode 2: GETTING STARTED
Episode 3: GETTING CONTROL
Episode 4: GETTING POSITIVE

Item no.: LC01140876
Format: 4 DVDs
Duration: 8 minutes
Audience: Youth, All staff
Copyright: 2009
StdBkNo.: 9781921409677
Price: AUD 515.00

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SALES AND SERVICE MASTERCLASS: MANAGING DIFFICULT CUSTOMERS AND COMPLAINTS

Psychologist Peter Quarry and a panel of sales experts provide strategies for managing difficult customers and complaints, from simple product returns to major real estate deals being threatened with catastrophe. Practical advice is offered to assist sales people to work through solutions in logical stages to effectively resolve conflict, whilst preserving and reinforcing a positive relationship with the customer

Item no.: LA02370928
Format: DVD (Closed Captioned)
Duration: 13 mins
Audience:
Copyright: 2009
StdBkNo.: 9781921635410
Price: AUD 319.00

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SALES AND SERVICE MASTERCLASS: OVERCOMING OBJECTIONS

Psychologist Peter Quarry and a panel of sales experts examine techniques to help sales and service people overcome customer objections. They take a detailed look at specific language techniques that help to defuse volatile confrontations, so that the sales person is always working with the customer, not against them, to come to a satisfactory resolution. Examples are provided through role-plays, which are excellent models for analysis and discussion.

Item no.: HJ02480929
Format: DVD (Closed Captioned)
Duration: 16 mins
Audience:
Copyright: 2009
StdBkNo.: 9781921635380
Price: AUD 319.00

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PEOPLE SKILLS: DEALING WITH CONFLICT

Featuring:
  • Presenter Peter Quarry

    Conflicts at work waste an enormous amount of time and energy. In this program see practical examples of five different styles of dealing with conflict. Discover your own natural style of handling conflict.

    Training Points
    The five ways of dealing with conflict:
  • 1. Ignoring
  • 2. Giving in
  • 3. Win/lose
  • 4. Split the difference
  • 5. Co-operation

    Learning Outcomes
    The five ways of dealing with conflict:
  • 1. Be able to describe the five main ways of dealing with conflict, as well as the main advantages and disadvantages of each
  • 2. Have received structured feedback on their own preferred style of dealing with conflict
  • 3. Have discussed the use of the co-operative style of dealing with conflict

    Item no.: JH02370415
    Format: DVD
    Duration: 12 minutes
    Audience: All staff
    Copyright: 2007
    StdBkNo.: 9781875645404
    Price: AUD 515.00

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    PEOPLE SKILLS: GIVING BAD NEWS

    Featuring:
  • Presenter Peter Quarry

    It is always difficult to communicate bad news. Redundancies and terminations are the hardest but there are also budget cuts, restructuring and changes to roles and responsibilities.

    Learn the three essential steps of communicating bad news effectively to minimise conflict and trauma.

    Training Points
  • 1. Get to the point
  • 2. Deal with reactions
  • 3. Focus on positives

    Learning Outcomes
  • 1. Be able to describe the three main skills of giving bad news sensitively and effectively
  • 2. Have practised these three main skills in a role-play and received feedback

    Item no.: AP02370432
    Format: DVD
    Duration: 12 minutes
    Audience: Managers, Executives
    Copyright: 2007
    StdBkNo.: 9781875645473
    Price: AUD 515.00

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    PEOPLE SKILLS: HANDLING DIFFICULT PEOPLE

    Featuring:
  • Presenter Peter Quarry

    Learn practical skills to deal with the know-all, the aggressive person, the joker, the complainer and the dodger.

    Training Points
  • 1. Take aside
  • 2. Stay in control
  • 3. Reward what you want
  • 4. Do not take it personally
  • 5. Push for commitment

    Learning Outcomes
  • 1. Be able to describe five different types of difficult people
  • 2. Be able to demonstrate in a role-play, effective methods for dealing with difficult people
  • 3. Have received feedback on how well they deal with a difficult person

    Item no.: BA02480437
    Format: DVD
    Duration: 14 minutes
    Audience: All staff
    Copyright: 2007
    StdBkNo.: 9781875645466
    Price: AUD 515.00

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    PEOPLE SKILLS: MEDIATING DISPUTES

    Featuring:
  • Presenter Peter Quarry

    Learn a step-by-step method for resolving disputes, personality clashes and other conflicts.

    The four steps to mediating disputes:
  • 1. Clarify the issues
  • 2. Control the discussion
  • 3. Do a deal
  • 4. Action plan

    Learning Outcomes
  • 1. Describe the four steps to mediating disputes
  • 2. Demonstrate the use of mediation skills in a real or role played dispute mediation session

    Item no.: SL01140449
    Format: DVD
    Duration: 25 minutes
    Audience: Managers, All staff
    Copyright: 2007
    StdBkNo.: 9781875645220
    Price: AUD 515.00

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    COMMUNICATION ESSENTIALS: OVERCOMING NEGATIVE BEHAVIORS

    Featuring:
  • Presenter Peter Quarry

    Dealing with negative and difficult people is one of the most stressful tasks in today's workplace.

    Learn practical skills for dealing with resistance, complaints, disruptions, demands and aggression.

    Unfortunately, life is full of difficult situations and very often these involve dealing with the negative behaviour of others in the workplace.

    This 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.

    Training Points
  • Identify five types of negative behaviour, and their causes, in others
  • Implement practical strategies for overcoming negative behaviours
  • Give feedback, uncover hidden needs, reward positive behaviour and push for personal commitment
  • Minimise stress levels when dealing with negative behaviour

    Learning Outcomes
  • Be able to describe five different types of negative behavior
  • Be able to describe a number of practical strategies for overcoming these negative behaviors

    Item no.: FM02370053
    Format: DVD
    Duration: 18 minutes
    Audience: Managers, All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 625.00

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    HOTLINES: HANDLING UPSET CUSTOMERS

    One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs.

    Training Points
  • Listen sympathetically
  • Apologise
  • Take responsibility now
  • Outline the plan to help
  • Gain customer agreement

    Item no.: KH02480112
    Format: DVD (With Workbook)
    Duration: 12 minutes
    Audience: Telephone Staff, Service Staff
    Copyright: 2006
    StdBkNo.: 9780980353297
    Price: AUD 405.00

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    HOTLINES: MANAGING ANGER AND ABUSE

    When customers are angry it is important to deal with them effectively and professionally.

    Training Points
  • Listen positively
  • Reduce anger by apologising
  • Don't take it personally
  • Stay calm
  • Be responsive
  • Outline the plan to help
  • Agree on solution
  • If the customer gets abusive, stick to rules and give warnings before disconnecting

    Item no.: GY01140114
    Format: DVD (With Workbook)
    Duration: 16 minutes
    Audience: Telephone Staff, Service Staff
    Copyright: 2006
    StdBkNo.: 9780980353303
    Price: AUD 405.00

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    IMPROVING PERFORMANCE, THE: HEATHER'S CASE

    Featuring:
  • Presenter Peter Quarry

    Heather is the youngest clerical worker in a project team. She is angry about other staff who are inconsiderate, messy and who avoid her. The staff have complained to the new supervisor, Kate, about Heather being aggressive.

    Item no.: MH01140132
    Format: DVD
    Duration: 24 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: IAN'S CASE

    Featuring:
  • Presenter Peter Quarry

    Ian works in an art department. Lately his work has been sloppy, he makes long personal phone calls, he drinks and he is constantly late or off work. His supervisor, Hugo, has already talked to him twice before. This time Hugo adopts a hard approach.

    Item no.: LK02370137
    Format: DVD
    Duration: 18 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: JUDE'S CASE

    Featuring:
  • Presenter Peter Quarry

    Jude is a conscientious researcher in a professional market research team. Her supervisor, George, wants her to be more creative. Jude is shocked and resentful at George's feedback.

    Item no.: NS02480138
    Format: DVD
    Duration: 20 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: PHIL'S CASE

    Featuring:
  • Presenter Peter Quarry

    Phil works in despatch. Complaints about mistakes and late deliveries have prompted his supervisor, Kris, to talk to him.

    Item no.: YA01140143
    Format: DVD
    Duration: 20 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: SOLVING THE PROBLEM

    Featuring:
  • Presenter Peter Quarry

    Part three of Peter Quarry's powerful three-step formula for improving performance.

    Only when the cause of the poor performance has been identified and agreed on can the manager and the staff member start to talk about how the problem is going to be solved.

    Solving the problem entails considering what can be done most efficiently and effectively to close the gap between the existing level of performance and the desired level.

    Training Points
  • 1. Generate ideas
  • 2. Action plan
  • 3. Review date

    Item no.: HK02370144
    Format: DVD
    Duration: 13 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: SOLVING WORK PROBLEMS

    Featuring:
  • Presenter Peter Quarry

    Covers job planning, counselling, disciplining and communication skills for managers.

    The first step in solving any problem, including a work performance problem, is to clear about just what the problem is. So managers and supervisors must know what the standards required are, and must also know about a staff member's actual level of performance, so that they can accurately determine that a performance problem exists.

    Training Points
  • 1. Don't blame
  • 2. Be specific
  • 3. Have evidence
  • 4. Gain agreement

    Item no.: HC02480130
    Format: DVD
    Duration: 21 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: WHAT'S CAUSING THE PROBLEM?

    Featuring:
  • Presenter Peter Quarry

    Part two of Peter Quarry's powerful three-step formula for improving performance.

    Determining the cause of the problem involves three key points .

    Training Points
  • 1. Don't prejudge
  • 2. Explore
  • 3. Agree on cause

    Item no.: PF02480147
    Format: DVD
    Duration: 14 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING PERFORMANCE, THE: WHAT'S THE PROBLEM?

    Featuring:
  • Presenter Peter Quarry

    Part one of Peter Quarry's powerful three-step formula for improving performance.

    The first step in solving any problem, including a work performance problem, is to be clear about just what the problem is. So managers and supervisors must know what the standards required are, and must also know about a staff member's actual level of performance, so that they can accurately determine that a performance problem exists.

    Training Points
  • 1. Don't blame
  • 2. Be specific
  • 3. Have evidence
  • 4. Gain agreement

    Item no.: MA01140150
    Format: DVD
    Duration: 13 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 295.00

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    IMPROVING SERVICE, THE: UNHAPPY CUSTOMERS

    Featuring:
  • Presenter Peter Quarry

    Complaints from customers and clients about some aspects of service are inevitable.

    This two-part module looks at such complaints as something to be welcomed; an opportunity to satisfy customers; a way of ensuring repeat business; and an opportunity to create an excellent reputation. It gives a clear step-by-step process for responding to complaints and includes a number of case studies which can be analysed and discussed.

    DVD 1: Welcoming Complaints
    This program aims to encourage service staff to welcome complaints as a positive opportunity to sell the organisation. It also outlines a clear procedure for dealing effectively with complaints.

    DVD 2: Cases of Complaint
    This program aims to give training participants the opportunity to evaluate positive and negative examples of dealing with complaints. Five cases, covering a range of service situations, are presented.

    Training Points
  • 1. Welcoming complaints
  • 2. Benefits of welcoming complaints
  • 3. A step-by-step guide to remedying complaints
  • 4. Difficult customers

    Item no.: TT02370172
    Format: 2 DVDs (With Workbook)
    Duration: 31 minutes
    Audience: Service Staff
    Copyright: 2006
    StdBkNo.: 9780980342758
    Price: AUD 295.00

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    LEARNING A LA CARTE: MANAGING DISAGREEMENTS CONSTRUCTIVELY

    Featuring:
  • Interviewer Peter Quarry

    Covers the range of ways to manage disagreements and conflict within the workplace.

    With Dr Herb Kindler, USA.

    Dr Herb Kindler, Ph.D. created the Centre for Management Effectiveness in LA. He is a former CEO and management professor.

    His books include Managing Disagreement Constructively and Risk Taking For Decision Makers - by Crisp. Herb Kindler has conducted hundreds of leadership training programs in the United States and overseas.

    He was a chief engineer and CEO in industry before becoming full professor of management at Loyola Marymount University in Los Angeles. Dr. Kindler has consulted to Symantec, Lockheed Martin, Hughes Electronics, IBM, Mattel Toys, General Motors, JVC, Lawrence Livermore National Laboratory, TRW, Starbucks, BBDO, Port of Oakland, U.S. Navy, City of Torrance, Congress Capacitacion Ejecutiva (Mexico), Thai Airways and Nortel Networks (Thailand).

    Item no.: HC02480290
    Format: DVD
    Duration: 15 minutes
    Audience: Managers, Executives, All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    PERFORMANCE EXCELLENCE: COACHING TO RESOLVE CONFLICT

    Featuring:
  • Presenter Peter Quarry

    This program will provide viewers with the knowledge and skills they need to coach others to resolve conflicts in the workplace, whether they are directly involved in the conflict or are a third party mediating a dispute.

    The three key coaching skills learned will ensure that conflict does not waste valuable time and money, but results in a 'win-win' solution.

    Training Points
  • Avoid the wasted time and effort caused by conflict
  • Break a conflict spiral
  • Gain cooperation and commitment
  • Generate creative solutions that result in mutual satisfaction

    Item no.: FV02370478
    Format: DVD (With Workbook)
    Duration: 15 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 625.00

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    TAKE AWAY TRAINING: DEALING WITH MANIPULATIVE PEOPLE

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Working with manipulative people can be difficult, as they have the ability to influence you or even exploit you. Psychologist, Peter Quarry, explains reactions to manipulation. He suggests the need to talk to others and offers practical strategies for managing manipulation.

    Dealing with Manipulative People covers:
  • What is manipulation?
  • Understanding What is Happening
  • Four Major Types of Response
  • Identifying Manipulator Types

    Item no.: WH02480896
    Format: DVD
    Duration: 15 minutes
    Audience: All staff
    Copyright: 2009
    StdBkNo.: 9781921409844
    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
    Copyright: 2009
    StdBkNo.: 9781921409851
    Price: AUD 319.00

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    TAKE AWAY TRAINING: MANAGING BOUNDARIES

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    One very effective way of knowing how to handle conflicts (both overt and covert) at work is by understanding boundaries. Boundaries help define ourselves and protect us.

    Psychologst Peter Quarry provides invaluable insights into understanding our boundaries and how we can manage them in the workplace.

    Managing Boundaries covers:
  • What are Boundaries?
  • Boundary Weakness
  • Ways to Manage your Boundaries
  • Boundary Awareness
  • Boundarty Conflict
  • Boundarty Rigidity

    Item no.: BN01140900
    Format: DVD
    Duration: 14 minutes
    Audience: All staff
    Copyright: 2009
    StdBkNo.: 9781921409875
    Price: AUD 319.00

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    TAKE AWAY TRAINING: 7 WAYS TO HANDLE A DIFFICULT BOSS

    Featuring:
  • Interviewee Eve Ash
  • Interviewer Peter Quarry

    Stop complaining and start working on solving the problem.

    Learn seven specific strategies to help with even the most challenging boss.

    Diagnose the Problem:
  • What is he or she doing?
  • What am I doing?
  • In what situation does this issue arise?
  • Validate with others

    TECHNIQUES FOR HANDLING A DIFFICULT BOSS

    1. Reconnect
  • Start talking to them again like a human being
  • Re-establish a relationship

    2. Proactive Praise
  • Look for positive behaviours of the manager and make comments

    3. Manage Upwards
  • Present strategies and suggestions to how you think things could work

    4. Give Direct Feedback
  • Give specific examples

    5. Seek Help and Report it
  • Make notes on specific occasions
  • Report to HR department in your organisation or your managers manager
  • Counseling support

    6. Leave
  • Another position within the organisation
  • Leave the organisation completely

    7. Ignore
  • Change your mindset
  • Avoid mixing with other negative people in the organisation

    Item no.: CU02480793
    Format: DVD
    Duration: 17 minutes
    Audience: All staff
    Copyright: 2007
    StdBkNo.: 9780975108895
    Price: AUD 319.00

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    TAKE AWAY TRAINING: MANAGING AGGRESSION IN THE WORKPLACE

    Featuring:
  • Interviewee Eve Ash
  • Interviewer Peter Quarry

    This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A must for everyone who wants a safe and healthy workplace.

    1. Recognise Potential Aggression Early
  • Raised voices
  • Agitated
  • Narrowed eyes
  • Assume more than is there

    2. Avoid Escalation
  • Try to defuse the situation
  • Use a calm and slow, voice and tone
  • Talk to the person
  • Apologise to them about the situation
  • Don't turn your back to them
  • Don't whisper about them to someone else
  • Manage own emotion, stay calm and don't react
  • Don't take it personally
  • Ignore insults and work on solving the problem

    3. Identify the Issues and Reduce Anger
  • Introduce yourself, and use their name
  • Help another person out
  • Ask questions related to the task of solving the problem
  • Move the focus from the problem to the solution

    4. Outline Plan to Help
  • Use decisive language, not words like 'maybe' or 'I will try'
  • Provide a choice
  • Always be honest

    5. Reduce Risk
  • If threatening, can help to avoid direct eye contact, but keep aware of them and their actions through peripheral vision
  • Identify all exits, how many people are around and pick up the phone
  • Have a predetermined plan within the workplace for assistance and to call the police
  • If a person is potentially dangerous, ask them to leave knowing you have the support of the police outside
  • Make sure panic buttons and alarms are tested and in working order
  • Only restrain someone as an absolute last resort
  • If someone produces a weapon, listen to them, continue to use a calm tone of voice, ask them to place the weapon on the table or something nearby. Don't ask them to hand the weapon to you

    6. Afterwards
  • Key people involved may need counseling
  • Re-examine the scenario as a case study within the workplace
  • Train people in the situation before it happens

    Item no.: GA02370810
    Format: DVD
    Duration: 17 minutes
    Audience: All staff
    Copyright: 2007
    StdBkNo.: 9780980294828
    Price: AUD 319.00

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    TAKE AWAY TRAINING: THE PSYCHOLOGY OF SAYING SORRY

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Find out why people have such difficulty apologizing when something has gone wrong. Discover the benefits of apologizing and learn the simple dos and don'ts. Includes a special section on forgiveness!

    Why Apologise?
  • Acknowledge the wrong doing
  • Allows you and the other person to move to a situation of healing
  • Decreases heart rate, blood pressure and breathing normalises
  • Lets people know you have heard and understood them

    Why is Apologising So Difficult?
  • People feel vulnerable to being sued or legal action
  • Emotional stamina
  • "I'm sorry this happened" even though it's not my fault, eg computer crashing at the bank
  • Admitting you're wrong is hard

    How to Apologise:
  • Don't make excuses
  • Don't offer the cheap, quick, easy apology
  • Don't rush the apology without being ready to listen to the other person
  • Don't apologise then do the same thing again
  • Don't expect everything to be back to normal straight away
  • Do apologise as quickly as possible
  • Do give the person the opportunity to vent their anger
  • Do let the person know you understand why they're angry
  • Do take corrective action while saying sorry

    Forgiving Others:
  • If you don't forgive you're holding on to a lot of anger and resentment
  • Understanding this is important - or it can be very damaging to you both physically and mentally
  • Take the grievance less personally
  • Look at the offender in a more positive light

    Item no.: YA02480817
    Format: DVD
    Duration: 18 minutes
    Audience: Managers, All staff
    Copyright: 2007
    StdBkNo.: 9780975108888
    Price: AUD 319.00

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    TAKE AWAY TRAINING: CONFLICT WITHIN TEAMS

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Learn skills to identify and resolve conflict between team members.

    Item no.: TH02480650
    Format: DVD
    Duration: 17 minutes
    Audience: Managers, All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    TAKE AWAY TRAINING: DEALING WITH DIFFICULT PEOPLE

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Develop techniques to handle angry, abusive or uncooperative people.

    Item no.: SH02480667
    Format: DVD
    Duration: 17 minutes
    Audience: Managers, All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    TAKE AWAY TRAINING: DEALING WITH THE UNMOTIVATED EMPLOYEE

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Learn alternative strategies for staff motivation problems with this lively debate.

    Item no.: PR02480559
    Format: DVD
    Duration: 13 minutes
    Audience: Managers
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    TAKE AWAY TRAINING: ELIMINATING WORKPLACE BULLYING

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Develop an organisational policy that helps victims as well as those with bullying behaviour to recognise and resolve the problem.

    What is workplace bullying?
  • Systematic aggressive behaviour that belittles, humiliates or intimidates
  • Ongoing and repeated - not an isolated event
  • Can be by managers, supervisors, individuals, groups
  • May involve: jokes, images, innuendo; physical contact; sexual harassment; overloading with unreasonable tasks
  • Different individuals may respond differently to the same behaviour

    Who are the victims of bullying?
  • Anyone perceived to be different, eg. Minority groups (race, religion, colour, origin), age (young or old), political views, physical characteristics

    What are the effects of bullying?
  • Emotional - anxiety, depression, even suicide
  • Behavioural - mistakes, concentration, safety, reduced productivity, absenteeism
  • Physical - headaches, rashes
  • Organisation may be liable

    What can organisations do?
  • Have a policy defining the behaviours, agreed by management and communicated widely
  • Managers show/say they do not support bullying
  • Provide training about the problem
  • Provide support for victims
  • Deal with offenders

    What can a victim do?
  • Be assertive early
  • Give warning
  • Talk about it - work colleague, outside friend
  • Escalate to manager if person continues after warned to stop

    Am I a bully?
  • Be aware of your own behaviour
  • Observe other people's behaviour
  • I may be a bully if people have: been angry with me about my behaviour/jokes, etc; cried sometimes

    How do you manage a bully?
  • As a manager:
    1. Be specific about the behaviour
    2. Get agreement/acknowledgement
    3. Follow up
    4. Give feedback
    5. Be alert - person may immediately intimidate victim further

    Item no.: HH01140571
    Format: DVD
    Duration: 14 minutes
    Audience: Managers, Executives
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    TAKE AWAY TRAINING: HANDLING COMPLAINTS

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Resolve problems and gain positive outcomes from difficult situations.

    Item no.: EM02370692
    Format: DVD
    Duration: 16 minutes
    Audience: Managers, All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    TAKE AWAY TRAINING: OVERCOMING HARASSMENT

    Featuring:
  • Interviewer Eve Ash
  • Interviewee Peter Quarry

    Learn simple techniques for dealing with harassment and changing the situation.

    Item no.: EF01140714
    Format: DVD
    Duration: 19 minutes
    Audience: All staff
    Copyright: 2006
    StdBkNo.:
    Price: AUD 319.00

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    ***Price on web-site may not be current and is subject to modification by quotation***



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