OMG B
OOKSOURCECommunication Skills
MNG641
COMMUNICATE AND WIN
Video
More problems are most likely caused by poor communications than by anything
else. These problems lead to lost revenue and unproductive time. Eliminate
these “failure to communicate” problems with this video training program.
Learn to persuade people to accept your ideas by understanding exactly what you are
saying. This program will help you to become a better speaker, listener, and
writer. It’s a must for anyone in business. 48 minutes.
CSK011
COMMUNICATING FOR RESULTS: HOW TO BE CLEAR, CONCISE AND CREDIBLE
Video
In this video are strategies that: offer ideas with credibility, logic and
emotional power; ask questions to get people involved in your position; uncover and
present the most persuasive kinds of evidence; connect with your audience; focus on your
listeners’ moods; organize your thoughts using the Goal 1-2-3 formula; and make it
easy to other to say “yes”. 17 minutes.
CSK013
COMMUNICATING TO REDUCE STRESS ON THE JOB
Video
This video talks about how to reduce stress on the job by recognizing the stress
triggers that impair communication. Discover: how to avoid crossing co-workers’
“security zones”—to reduce stress when communicating; what role body
language plays in creating stressful situations; how different personalities can
unwittingly cause stress—and what to do about them. 13 minutes.
CSK015
COMMUNICATING WITH CONFIDENCE TO GET THE JOB DONE
Video
How you communicate your message can affect listeners more that the actual message
itself. This video show the tactics used by today’s most respected and
successful communicators. Learn how to: persuade listeners to see things your
way; project a positive attitude in your body language and tone of voice; choose forceful
words and phrases that will gain an audience’s respect; and get your message across
clearly by using simple, precise terms with active verbs. 15 minutes.
MNG643
COMMUNICATING WITH CUSTOMERS
Video
Even the most well-intentioned customer service programs can fail if you—the
person on your organization’s front line—don’t do your job. This
program will provide you with dozens of tips that will help you and your organization
build a superior customer-service program.
 | This video will show you:
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17 minutes.
MNG645
COMMUNICATING WITH PEOPLE ON THE JOB
Video
If you’re looking to make everyone in your organization an effective
person-to-person communicator, this video is a must. By mastering the techniques in
the program, you will find your workplace more efficient and more enjoyable.
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Discover how to:
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15 minutes.
CSK017
EXERCISES IN COMMUNICATION SKILLS
Video and Trainer’s Manual
This video show your employees how to analyze, develop, and improve their own approach
to communication on the job.
| Discover how to:
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Also available in Spanish. 17 minutes.
CSK019
FOCUSED LISTENING SKILLS
Three-Volume Video and Workbook
Video Facilitator’s Guide and Workbook
Today’s professionals need to listen more and talk less.
| This program
includes:
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Includes a video (2 hours 46 minutes) and Video Facilitator’s Guide (127 pages).
CSK021
INTERPERSONAL COMMUNICATION SKILLS
Four-volume Video and Workbook
Video Facilitator’s Guide
With this program, you and your team will gain easy-to-use techniques that will help
make you more effective and productive—immediately and permanently.
| This
program includes:
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4 hours 23 minutes and 262 pages.
MNG649
KEEPING IN TOUCH: INTERPERSONAL AND
ORGANIZATIONAL COMMUNICATION
Video
Communication is critical to an organization’s survival, be it small company or a
highly complex, global corporation. This program focuses on several important steps
which must be followed in order for effective communication to take place, and examines
approaches used at rapidly changing companies like Northwest Airlines, Arthur Andersen,
and Solectron. 30 minutes.
MNG651
LISTENING: THE KEY TO PRODUCTIVITY
Video
This video will help you and other employees increase productivity on the job through
better listening techniques. It contains many practical tips and research findings
to make better listening in your organization one of the easiest and most productive
improvements you will ever experience. People become more productive by learning how
to be more than just message-takers when they listen.
| This video can help you:
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17 minutes.
MNG653
MAKE THE PHONE WORK FOR YOU
Video
The telephone can be your main link to some customers. That’s why it’s
so important that your employees maintain excellent telephone skills. The techniques
in this video will help you get more done, serve your customers better, and sell more
products and services. 12 minutes.
| What to ask before you put customers on hold |
| How to soothe irate callers |
| How to end a call diplomatically |
| How to win at the telephone-tag game |
| Why you should make an “interruption list” |
CSK023
THE NINE DEADLIEST SINS OF COMMUNICATION
Three-Volume Video Set and Workbook
Issuing instructions, pitching your case, relaying information — all your
communications will become clearer and concise, thanks to this powerful training.
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Program highlights include:
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CSK025
PROFESSIONAL TELEPHONE SKILLS
Three-Volume Video and Workbook
Video Facilitator’s Guide
This program teaches you everything you need to know about professional, polished
telephone techniques—the kind that callers remember and respond to
favorably. Gain proven strategies to turn every call—even those that
start off as complaints—into a business-boosting contact. 3 hours 4 minutes and
253 pages.
MNG655
SUCCEED BY LISTENING
Video
In this video program, you’ll discover the basic principles and techniques needed
to become an active listener and better communicator in both your business and personal
life. You’ll learn to handle the tough situations by really understanding what
has been said. You’ll have the confidence needed to solve the difficult
problems and react without misunderstanding. This program helps you overcome the
listening/language barriers that cause problems. Persuasion is also a part of
listening, and you will learn how to become even more persuasive just by listening
correctly. Includes a video, audiocassette, and book, Listening, The Forgotten
Skill. 35 minutes.
CSK029
TELEPHONE POWER!
Video, Audiocassette and Book
This simple, user-friendly program teaches you how to take control of a
conversation—learn when to speak, when to listen, how to persuade, how to calm, and
how to make the most productive use of your time on the line. You’ll boost your
“telephone power”—and your business success—with this proven
self-study method.
MNG657
TELEPHONE FUNDAMENTALS VOLUME ONE
Video
CSK031
TELEPHONE POWER!
Video, Audiocassette and Book
This simple, user-friendly program teaches you how to take control of a
conversation—learn when to speak, when to listen, how to persuade, how to calm, and
how to make the most productive use of your time on the line. You’ll boost your
“telephone power”—and your business success—with this proven
self-study method.
MNG660
TELEPHONE SKILLS — WHY THEY’RE IMPORTANT
Video
Question: What is today’s most important business tool? Answer:
The telephone! Why is this and what can be done about it? All of us use the
telephone but very few of us use it effectively. This video explains to the new
employee that the telephone is the front line of all businesses, and that its importance
should never be underestimated. The program will remind the student how a poorly
trained customer service representative can quickly ruin the reputation of a good company,
and that the skillful use of the telephone is a must for all careers — from executive
to the office clerk. 15 minutes.
CSK037
WINNING TELEPHONE TIPS
Video
| What you’ll learn:
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30 minutes.
MNG667
THE BASICS OF PROFITABLE CUSTOMER SERVICE
Video
Customer service is the single most important factor in any business. Companies
with great customer service survive the thrive. Those that provide poor customer
service fail. In this video training program, you will be given the tools necessary
to make your business grow and thrive. Divided into segments, the video is designed
to be used by both individuals for self-study and trainers in training sessions.
This program will make you and your company more able to provide high quality customer
service and return greater profits. Includes video, audiocassette, and
booklet. 35 minutes.
Sales and Marketing
Management Methods and Techniques
Organizational Design and Management
Communications Skills 
Customer Service
Finance For Managers
Human Resource Development
Personal Skills Improvement
Planning and Decision Making
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