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Cutting edge communication comedy series. Resolving conflict

Author: Eve Ash; Seven Dimensions Films of Australia.
Publisher: Melbourne, VIC : Seven Dimensions, 2013.
Series: Human resource management online (video)
Edition/Format:   eVideo : Clipart/images/graphics : EnglishView all editions and formats
Summary:
A great program on essential skills for preventing and resolving conflict with best outcomes. As Carol's manager, Serena has observed that she is egotistical and doesn't listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives.  Read more...
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Details

Genre/Form: Instructional films
Material Type: Clipart/images/graphics, Internet resource, Videorecording
Document Type: Internet Resource, Computer File, Visual material
All Authors / Contributors: Eve Ash; Seven Dimensions Films of Australia.
OCLC Number: 898083386
Language Note: In English.
Notes: Title from resource description page (viewed Oct. 27, 2014).
Description: 1 online resource (8 min.).
Series Title: Human resource management online (video)
Responsibility: [produced by] Eve Ash.

Abstract:

A great program on essential skills for preventing and resolving conflict with best outcomes. As Carol's manager, Serena has observed that she is egotistical and doesn't listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. When staff are upsetting, Serena adopts a bland expression (even if she is screaming or crying internally). People should be factual--not attacking or defensive. Sam points out to Michael how he is overly critical of Sam's policy work. Alex and Sam role-play a customer dissatisfied with a product; and how to acknowledge and apologize. They recognize it is best to follow rules and find common ground--to hold relationships together, despite people's differences. Focus on fixing, not frustration--this is tough for Michael, who complains about stale food in the fridge, and a messy copy room but must learn to remedy them.

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Primary Entity

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