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SPECIAL OFFER - BUSINESS

SPECIAL OFFER - BUSINESS


CEO EXCHANGE: CONVERSATIONS IN LEADERSHIP - BUILDING MULTILEVEL GLOBAL BRANDS

For Nicolas Hayek and Domenico DeSole, image is everything. In this program, Hayek, chairman and CEO of Swatch Group, and DeSole, chairman, president, and CEO of Gucci Group, give their views on building multilevel global brands, the vital importance of image, and American versus European business theory. In addition, MBA students and faculty from the International Institute for Management Development, Lausanne, Switzerland, ask questions about how to reinvigorate tired brands and the effects of saturating markets with brands that thrive on uniqueness.

Note: Not available in Hong Kong, Taiwan, South Korea and Japan

Item no.: VD00270043
Format: DVD
Duration: 58 minutes
Copyright: 2001
StdBkNo: 9780736552745
Price: USD 170.00

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HOW THE IMF TRACKS ECONOMIES AND MAKE LOANS: MILLENIM THE IMF IN THE NEW CENTURY

In IMF parlance, what does "surveillance" mean? And how does the IMF decide who gets a loan? This program describes how the IMF monitors national economic policies for their impact on the Fund’s 180-plus member nations and how loans are made to ailing or emerging economies. Topics under consideration include Article IV consultations and poverty- and debt-reduction initiatives. Former IMF Managing Director Michel Camdessus; Edwin Truman, Assistant Secretary of the Treasury for International Affairs; IMF economist David Goldsbrough; and IMF historian Jim Boughton are featured.

Format: DVD
Duration: 16 minutes
Copyright: 2000
StdBkNo: 9781421306346
Price: USD 100.00

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MILLENNIUM: THE IMF IN THE NEW CENTURY - AN INTRODUCTION TO THE IMF

The consensus of the world’s leaders is that economic stability and cooperation offer the best hope for global peace. Using interviews with members of the International Monetary Fund’s Board of Governors—each one the head of a national central bank or a minister of finance—this program explains how the IMF is structured and illustrates how it sets policy. The program also uses archival footage to examine the dual birth of the IMF and the World Bank and to explore the vision of its founding members: John Maynard Keynes and Harry Dexter White. IMF historian James Boughton provides additional insights.

Note: Only available in the US and Canada

Item no.: WF02301286
Format: DVD
Duration: 18 minutes
Copyright: 2000
StdBkNo: 9781421306339
Price: USD 100.00

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5 VALUES OF GREAT CUSTOMER SERVICE, THE

A values-based approach to serving diverse populations.

Overview Customer service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude.

The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present. Simple platitudes about the customer being "number one" or providing "first class service" are not enough. We must work on the values and skills employees need to meet or exceed the expectations of ALL their customers.

The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The video component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect.

Program Objectives
By viewing the video program and working through the support materials, participants will...
  • Better understand how to provide ALL customers with GREAT service
  • Be aware that how customers perceive the service we offer and how we ~perceive the needs of our customers may depend on their (and our own) ~personal and cultural perspectives
  • Develop a values-based approach to customer service
  • Become familiar with the G R E A T acronym and know how to apply it to ~our relations with our customers

    Program Contents The 5 Values of GREAT Customer Service opens with a series of 5 dramatizations. Each of these underscores one of the values we will explore.
  • Show Respect - Every customer is your most important customer
  • Personalize - Avoid preconceived notions and stereotypes
  • Pay Attention - Assess how customers want to be served and adjust
  • Show You Care - Present a positive, supportive attitude
  • Advocate - Stay on your customer's side

    A diverse group of customers share their personal experiences and feelings to help bring the impact of the 5 Values to life.

    The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for ...
  • Greet all customers & make them feel comfortable
  • Respect cultural & other personal differences
  • Evaluate how your customers want to be served
  • Adjust your approach to match your customer's needs
  • Thank your customers for their business.

    Item no.: FV01230005
    Format: DVD (With Facilitator's Guide)
    Duration: 24 minutes
    Copyright: 1999
    Price: USD 625.00

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    CEO EXCHANGE: CONVERSATIONS IN LEADERSHIP - CHALLENGES OF THE 21ST-CENTURY CEO

    In this program, The Dow Chemical Company, the past and present of America's venerable chemical industry, catches a glimpse of the industry's possible future in Chemdex, an online B-to-B exchange, as chairman William Stavropoulos and former Chemdex CEO David Perry find common ground in their assessment of the hurdles facing tomorrow's CEOs. In addition, MBA students and faculty from the University of Michigan Business School ask questions about the triple bottom line, the role of the Web as a business information conduit, and what concerns keep Stavropoulos and Perry up at night.

    Note: Not available in Hong Kong, Taiwan, South Korea, Japan and Australia/New Zealand

    Item no.: ZD02450060
    Format: DVD
    Duration: 57 minutes
    Copyright: 1999
    StdBkNo: 9781421307220
    Price: USD 170.00

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    GLOBAL BUSINESS: NEW WAYS TO IMPROVE THE BOTTOM LINE - CUSTOMER FOCUS

    A customer orientation is essential to successful product and market development. Module one of this program demonstrates the concept of key account management by way of the Dutch oil company NAM, which proactively develops solutions to potential client problems, while module two extends that concept to include the operations of R.S. Components in the U.K. Module three analyzes how seemingly homogeneous goods, such as paper, are differentiated in Finland to better satisfy consumer needs.

    Note: Only available in the US, Canada, Hong Kong, Singapore, Taiwan, South Korea, Malaysia and Japan

    Item no.: NJ00272146
    Format: DVD
    Duration: 29 minutes
    Copyright: 1999
    StdBkNo: 9781421331843
    Price: USD 70.00

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    ASIA IN TRANSITION: CULTURE, POLITICS, AND ECONOMICS - CHINA: THE DANCE AROUND THE GOLDEN CALF

    As China continues to experiment with Western-style economics, many city dwellers already enjoy the prerogatives of a market economy. But how will China feed itself as more and more farmers flee their land for the allure of urban living? This program seeks to understand the effects of economic reform on Chinese society, from the villages to the cities. Will cultural values and the traditional arts and sciences retain their importance as China makes its bid for first-world status, or will they and the rest of the old China be swept away by Western attitudes, a burgeoning middle-class, and the country’s new identity as a nascent economic powerhouse?

    Note: Only available in the US and Canada

    Item no.: PA00271219
    Format: DVD
    Duration: 50 minutes
    Copyright: 1997
    StdBkNo: 9781421383538
    Price: USD 170.00

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    DEVELOPING THE LEADER WITHIN YOU

    Have you recently been thrust into a leadership position and are not sure how to lead others? Do you aspire to lead teams but are currently only leading yourself? If leadership is what you are needing, Developing the Leader Within You DVD Training is crucial in your development.

    John Maxwell teaches you in this course the basic principles of being a leader, the all-important Five Levels of Leadership, and provides practices and principles that you can apply instantly to improve your leadership skills. You will learn how to: build trust through personal integrity, prioritize, create positive change and understand the process involved, how to develop people, crucial problem solving techniques, articulate visions and goals for your organization, become character-driven vs. being emotion-driven, and much, much more.

    This kit contains:
  • Two DVD's of powerful leadership training
  • One Participant Guide which includes discussion questions and study questions for the participants
  • One Facilitator Guide that details how to teach the course as well as additional points of interest.
    You can become a better leader and leadership John C. Maxwell has created this course to help you get there.

    Format: DVD
    Duration: Approx. 200 minutes
    Price: USD 300.00

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    SPEAKING EFFECTIVELY TO ONE OR ONE THOUSAND, 2ND EDITION

    In a well-known study, 3,000 people were asked what frightened them most. The number one answer was -- public speaking. This entertaining film gives viewers the skills so needed for confident communication with audiences of one or one thousand.

    Host Steve Landesberg, of the "Barney Miller" TV show, and a team of actors show the most common ways speakers can botch a presentation. Then they show the four main components of effective speaking for an audience of any size.

    This DVD proves that the ability to speak effectively is one of the most powerful tools for personal and professional success. And because people who speak effectively are perceived as leaders, the importance of training all members of your organization in the techniques presented here cannot be overstated. By showing this film to both management and the workforce, you'll help people build better relationships with colleagues and customers while greatly enhancing the quality of communication, creativity, productivity and the very image of your organization.

    Participants will learn:
  • What causes public-speaking fear and how to avoid it
  • The roles of appearance and body language
  • How to most effectively communicate your message

    Item no.: HN04800114
    Format: DVD-R (Closed Captioned, With Leader's Guide)
    Duration: 24 minutes
    Price: USD 1253.00

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    RIDING THE WAVE: STRATEGIES FOR CHANGE

    Juxtaposing real-life scenarios with breathtaking surfing views of the ocean, this visually exciting DVD acts like an expert coach to help participants achieve balance in the face of change. It demonstrates the advantages of shifting from a "Security and Control Mindset" to a "Learning and Discovery Mindset" so that viewers will see problems as opportunities for expanding their potential.

    Item no.: NL00370403
    Format: DVD
    Duration: 18 minutes
    Price: USD 695.00

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