Christensen, Clayton M.

Summary: "The bestselling classic on disruptive innovation by renowned author Clayton M. Christensen. His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller-now updated with a fresh new package-innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right-yet still lose market leadership....

Format: text

Publisher / Publication Date: Harvard Business Review Press 2013

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Guidara, Will

Summary: "Essential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park"--

Format: text

Publisher / Publication Date: Optimism Press 2022

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Summary: This program begins with a look at some of the most basic yet most important of all job skills: being punctual, dependable, and positive; dressing appropriately; and abiding by company rules. Next, the art of organizing tasks and work areas is demonstrated, as viewers learn how to make folders for filing, compile a "to do" list to help control work flow for the day, and much more. Voicemail and...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2005

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Summary: The only way to remove sexual harassment from school and work is to get educated about the problem and learn ways to deal with it. This informative video explains different kinds of sexual harassment, defines the factors motivating harassers, and provides specific techniques for dealing with the problem. Viewers will see what steps to take if anyone harasses them or if they witness the...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2005

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Summary: This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on.

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2008

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Summary: In Canada, retailers lose more than a million dollars every day to employee theft. Enter the pre-employment honesty test. Using a case study of a woman denied employment on the basis of an honesty test as a springboard for discussion, this program provides an overview of this controversial screening device. Issues of question validity, test discrimination, and the proper use of psychometric...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2000

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Summary: Starting a business is like learning a musical instrument-certain steps and practices are required, or you just make noise. This video shows aspiring entrepreneurs ten principles for creating a solid, profitable company. Developing a realistic plan, seeking guidance from experienced mentors, building rapport with suppliers, and maintaining client relationships are a few of the subjects covered....

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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Summary: This video teaches beginning workers how to provide good customer service through maintaining a good attitude, projecting positive body language, using the correct tone of voice, and developing rapport with the customer. Also explains and demonstrates proven techniques to placate angry customers. Better service leads to customer satisfaction and is good for both the career of the capable...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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Summary: Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2007

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Summary: Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2010

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Summary: Provides a seven-day approach for personal improvement and polishing your image—a necessary asset whether you’re a full time student, in the workforce, or both. Covers clothing, accessories, health, and communication—both verbal and non-verbal—and discusses how these aspects of your image impact the way others see you. Will help students’ self-esteem and school/work performance.

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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Summary: An upset customer is the ultimate test of an employee's professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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Summary: My first day, my mind was reeling. "I didn't want to make any mistakes." "I was worried I wouldn't be able to do the job." All of these are common and valid reactions to the first day of employment. But, as this video illustrates, a new hire's nervousness and uncertainty can be the flipside of excitement, ambition, and an eagerness to learn the ins and outs of the company. Topics include the...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2011

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Summary: There is little doubt that e-mail is an extremely useful innovation that has changed, and continues to change, the way we communicate. However, the fact that e-mail is different from both voice- and paper-based communication can be a source of frustration for many people. This program gives viewers an understanding of the conventions that have been developed by e-mail users over the years to...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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Summary: This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don'ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail....

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2005

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Summary: Every boss has unique expectations and every company has its own procedures and work environment. How can a new hire sort it all out? This program explores the crucial skills every new employee should develop in order to become a valued part of the team. Topics include logistical issues like punctuality and planning the best route to work as well as proper dress, orientation and training,...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2009

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Summary: Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in wide range of occupations. Key elements of successful problem solving, such as staying focused, collecting all of the pertinent data, examining the situation from multiple perspectives, and knowing when to ask for...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2005

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Summary: This video provides students with the basic skills needed to handle all types of business telephone communications. Shows the viewer how to deal with the proper procedures for answering the telephone, taking messages, screening calls, and handling irate callers. Presents the steps for placing calls, including a brief look at the telephone directory, local and long distance calls, efficient use...

Format: software, multimedia

Publisher / Publication Date: Films Media Group 2006

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