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Riddiford, Tracy

Overview
Works: 40 works in 112 publications in 2 languages and 389 library holdings
Genres: Instructional films  Nonfiction films 
Roles: Author of screenplay, Producer, Director, Author
Classifications: HF5718, 658.812
Publication Timeline
Key
Publications about Tracy Riddiford
Publications by Tracy Riddiford
Most widely held works by Tracy Riddiford
Communication intelligence ( visu )
11 editions published in 2002 in English and held by 60 libraries worldwide
Assertiveness is defined as the ability to express yourself openly and honestly without denying the rights of others. This video shares the how-tos of assertive communication and identifies other common communication styles that can cause difficulties in the workplace
Discussing performance ( visu )
5 editions published in 2001 in English and held by 48 libraries worldwide
Using situational dramas, teaches the value of the job evaluation including: performance feedback, setting goals, identifying employee's training needs, and focusing on setting performance outcomes without focusing on negative trivial issues
Time challenged ( visu )
4 editions published in 2002 in English and held by 36 libraries worldwide
Humorous, good-natured look at overcoming the challenges of time management, as Kent works through his productivity dilemmas with a support group of recovering time-challenged individuals
Attitude is everything by Cathy Beitz( visu )
11 editions published between 1999 and 2006 in English and held by 32 libraries worldwide
Discusses the importance of listening, how to use active listening gestures, how our attitudes affect the lives of others, the importance of going the extra mile, etc
Mad about customer service ( visu )
4 editions published between 2003 and 2006 in English and held by 21 libraries worldwide
Illustrates some useful and not so useful ways of dealing with customers. The case study is of a young family whose baggage has been misplaced. The customer service representative has the opportunity to turn a disaster into a positive experience for the airline by resolving the problem
Dealing with customer aggression by Wilson Main( visu )
3 editions published in 1995 in English and No Linguistic Content and held by 18 libraries worldwide
Aggressive behaviour can be any type of behaviour directed at the service giver by a customer that creates an intimidating, frightening or offensive situation. This video outlines a number of customer service guidelines for handling particularly difficult customers
Understanding customer diversity ( visu )
7 editions published between 2000 and 2006 in English and held by 17 libraries worldwide
This programme gives practical strategies to help employees stretch their comfort zone to ensure they always deliver sensational customer service
Time challenged ( visu )
9 editions published between 2001 and 2002 in English and Chinese and held by 16 libraries worldwide
This program is designed as a half-day group training session on how our attitude affects everything we do on the telephone
The really angry customer ( visu )
3 editions published between 2000 and 2001 in English and held by 16 libraries worldwide
Presents a half-day training session on dealing with angry customers over the telephone. Learn why customers become angry, how to approach a customer who is attacking you personally, what emotions you should avoid, when to apologize, how to turn low-quality information into high-quality information, and when and where to transfer an angry customer
Being assertive ( visu )
5 editions published between 2002 and 2005 in English and held by 14 libraries worldwide
Program designed as a half-day group training session on intelligent communication and being assertive in the workplace. Shares the "how to's" of assertive communication and identifies other common communication styles that can cause difficulties in the workplace. Includes the following key training points: four common communication styles, barriers to being assertive, how to say "no," listening skills, and benefits of assertive communication
The really angry customer ( visu )
3 editions published in 1999 in English and held by 11 libraries worldwide
This program id designed as a half-day group training session on dealing with angry customer's over the telephone
Impressions count : an introduction to workplace etiquette and communication ( visu )
1 edition published in 2002 in English and held by 9 libraries worldwide
Lift your game ( visu )
4 editions published between 1998 and 2005 in English and Chinese and held by 8 libraries worldwide
"Share the journey with a realistic cast of characters as they take up the challenge of tackling performance problems head on. Discover that the key to success is treating everyone with respect and allowing them to take responsibility for their own actions. Training points include: Suspend judgement, Get the facts, Maintain trust; Never show anger, Get to the root of the problem, Use open and clarifying questions, Recognise the difference between empathy and sympathy. The employee must own the problem. Avoid rescuing. Reach SMART defined goals"--Container
Just a call away series ( visu )
1 edition published in 2000 in English and held by 7 libraries worldwide
Learn how to maximize your time on the telephone and how to heighten your telephone skills through dramatic experiences encountered by several unsuspecting telephone representatives
When you can't say yes ( visu )
1 edition published in 2006 in English and held by 7 libraries worldwide
This program is designed as a half-day group training session on dealing with customers when you can't say "yes" to their request
The Outbound call ( visu )
1 edition published in 2006 in English and held by 6 libraries worldwide
This program is designed as a half-day group training session on handling the outbound call
Customers with a difference ( visu )
1 edition published in 2001 in English and held by 6 libraries worldwide
Dramatization to help train telephone customer service representatives strategies and techniques in service to cultural diverse customers
A tough nut to crack ( visu )
3 editions published in 1998 in English and held by 6 libraries worldwide
"About a motley team of cleaning all master the techniques of problem solving"--Container
It's your call ( visu )
1 edition published in 2006 in English and held by 5 libraries worldwide
This program is designed as a half-day group training session on owning the call and balancing the issues of quality verses quantity
Assertive team communication ( visu )
1 edition published in 1998 in English and held by 5 libraries worldwide
This video is for use in training sessions on assertive communication within a team environment
 
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Languages
English (76)
Chinese (2)
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