Library Communication/Listening Videos

28 min. 1991 1/2" VHS

This video is a timeless classic on group communication. It shows why people say "yes" when they really want to say "no". Jerry B. Harvey notes that this inability to manage agreement, rather than conflict, is the primary hurdle most organizations must clear.

1/2" VHS

Learn the teamwork and leadership strategies that brought the crew of Apollo 13 down to earth safely against incredible odds B strategies that you need to run your organization every day.

DVD 25 min. 2007

A hip new coffee shop provides the setting for two college students to watch and discuss their video class project on the most basic of skills, listening. We spend more time listening than any activity except breathing, yet we listen at only a fraction of our potential. This program teaches practical techniques to use immediately. It presents listening as a skill your students can learn, practice and perfect. This program uses home and workplace situations to teach the seven "Laws of Good Listening".

DVD 20 min. 2008

To help you better prepare for the task of engaging, inspiring and productively channeling the energies of your new employees, we have created AWESOME!, a 2-part video-based training program.

Part 1, "A New Generation @ Work", presents 24 Gen Y employees from a wide range of occupations who share what makes them tick.

Part 2, "Engaging Gen Y", introduces 5 managers who present their views on how to help Millennials succeed. You'll be enlightened, energized and entertained!

16 min. 1995 1/2" VHS

This program is grounded in change and how it is impacting the organization. The subject is employment relationships, and particularly how these relationships begin. The specific topics covered include: reviewing the ways in which change has impacted the hiring process; considering the interview process; soliciting information from the candidate in order to get the right person for the job; presenting what a candidate needs to know about the work for which (s)he is interviewing; providing an overview of leadership's role in beginning employment relationships.

Volume I

75 min. 1988 1/2" VHS

This program includes highlights from most in-demand CareerTrack's topics including: assertiveness training, stress management, how to get results with people, power communication skills, presentations that win approval and business writing skills.

Volume II

75 min. 1989 1/2" VHS

Presents highlights from CareerTrack's seminars including: business writing, how to delegate work and ensure it's done right, getting things done and team building.

Volume III

80 min. 1991 1/2" VHS

This volume contains highlights from the following seminars: confident public speaking, how to give exceptional customer services, professional telephone skills and how to listen powerfully.

16 min. 1/2" VHS

The video provides insights into how 360 degree coaching will help managers to get the best performance from employees. It focuses on how to convey expectations to employees and emphasizes that coaching is not about skill building but rather communication and feedback.

15 min. 2001 1/2" VHS

This program discusses the five common mistakes that new and even experienced facilitators make, as well as tips for new facilitators. Also discussed is how to ensure productive contributions, how to manage the group dynamics, and how to achieve the planned outcomes.

14 min. 2000 1/2" VHS

Call Centre professionals need to communicate clearly with everyone. In this video staff will learn the skills to: listen carefully to identify needs, explain methodically, question to clarify and check, ensure information is understood, and give information clearly.

28 min. 198?  1/2" VHS

This video gives five scenarios on the wrong way and the right way to handle communication problems. The results of better communication in the workplace are: fewer misunderstandings, increased productivity, and better relationships with co-workers.

18 min. 2007 DVD

Communication is the foundation for everything we do in the workplace. It happens every day and communication problems can have a devastating role in undermining our organizational success. This training program will identify and prescribe a “fix” for the seven most important communication problems that can derail your organization.

17 min. 2007 DVD

Conflict in the workplace is inevitable. While some conflict can be healthy, it is often an indication that there is something wrong. Conflict is frequently a "call to action". The more someone defends their point of view in an argument, the more they care. If conflict is allowed to fester and grow without resolution, it can lead to serious problems such as threats and even physical violence. The effectiveness of an entire organization can be harmed if conflict is allowed to escalate. This program covers techniques and strategies that can be used to limit the damage and disruption conflict can cause in the workplace. Topics covered include: the consequences of conflict and how it can disrupt the workplace and the common causes of workplace conflict and how to recognize them.

15 min. 2007 DVD

Conflict in the workplace is inevitable. While some conflict can be healthy, it is often an indication that there is something wrong. Conflict is frequently a "call to action". The more someone defends their point of view in an argument, the more they care. If conflict is allowed to fester and grow without resolution, it can lead to serious problems such as threats and even physical violence. The effectiveness of an entire organization can be harmed if conflict is allowed to escalate. This program covers techniques and strategies that can be used to limit the damage and disruption conflict can cause in the workplace. Topics covered include: the consequences of conflict and how it can disrupt the workplace and the common causes of workplace conflict and how to recognize them.

24 min. 1/2" VHS

This program will teach you how to block, delegate and prioritize interruptions so that everything gets handled and you can concentrate on important projects. You'll learn tactful ways to keep your staff from stealing your time ... screen phone calls without offending people ... and demand the quiet time you need.

15 min. 1/2" VHS

Many companies are now setting up co-operative workplaces where employees share in the ownership. This video allows you to experience a unique case study B St. Luke's Advertising Agency, one of the fastest growing, successful agencies in the UK. David Abraham will explain how it is owned, structured, and physically arranged. You will learn how a shared ownership scheme works to generate commitment and minimize turnover. Overcoming traditional role limitations has also enhanced innovations and creativity.

17 min. 1/2" VHS

A vision is a dream that is so powerful that it has to be turned into reality. Creating and articulating a vision can often create tension between the current and the desired states. This video will look at the role of leaders to create and communicate a vision to give their people a shared sense of purpose. It will also differentiate between visions, missions, and goals, and will explain why the vision has to change and adapt as circumstances change. You will also learn that the best visions transcend personalities, egos, and organizations.

15 min. 2001 1/2" VHS

There has been an explosion in the number of call centres and along with that, the number of abusive calls that come in. Angry and frustrated callers can sometimes become abusive or even threatening - making a stressful interaction for the person handling the call. This program discusses six skills for handling these difficult calls and how to give professional warnings before terminating a call. By learning to focus on resolution and outcome, you will hopefully be able to diffuse the anger in the customer before it gets out of hand.

14 min. 2001 1/2" VHS

Being assertive is something we all need to do - whether at work or in our personal life.  Many people feel overwhelmed or stressed when faced with a particular person or situation.  This program will assist you in learning practical skills about the 3 most common forms of communication that can help you to communicate assertively.  As well, this video will review 5 examples where it is hard to say no and how to turn these into more assertive situations.

20 min. 1997 1/2" VHS

A world without diversity would be bland indeed. Differences not only add spice to life, but they are key ingredients for building strong futures based on common goals. In order to grow as individuals and as a company, we must learn how to understand , value and manage diversity in the workplace. In addition certain communication skills can be developed that will aid us in this process.

15 min. 1995 1/2" VHS

When you started your first job did you ever anticipate that it wasn't going to last forever? We are living in a time of discontinuity. Technological advancement, simplified communicational delivery systems, and global interdependency and networking are changing what we do and how we do it. This program deals with the following concepts: changing work situations are being driven by new technologies and a revolution in the delivery of information; ending work situations in organizations is occurring more frequently now then ever before in history; determining goals in terminating our work relationships; helping leaders learn how to end work relationships for the benefit of all parties involved in the termination; exploring alternatives to termination; practicing skills that help leaders responsibly end work relationships.

14 min. 2001 1/2" VHS

Whether you are in customer service, work in a team, or manage people, counselling skills are increasingly recognized as vital for interpersonal effectiveness. Sales people often have to do counselling with upset clients. It can also be an important part of career transition. This video will review the three main skills of counselling that can apply in situations such as dealing with an upset client, personality clashes with the team, or career counselling as an individual. It will also teach you at which point you should stop and refer the individual to someone more experienced.

13 min. 1/2" VHS

This video provides the viewer with information on how to develop facilitation skills and use them to solve a variety of problems. Organizations are stressing the value to teams, and there is an emphasis on facilitation skills as a vital managerial competency.

1/2" VHS

Feedback for Performance is a series of two videos focused on the importance of effective feedback skills for managers and supervisors. The effectiveness of this skill will impact the manager's own performance as well as that of his/her team.

Generations: M.E.E.T. for Respect in the Workplace

28 min. 2006 1/2" VHS & DVD

This program tackles the complexities of effectively working in a multi-age workforce. It also provides insights and strategies that will minimize generational conflict, promote respect, and strengthen communication and collaboration to make any workplace more productive.

1997 1/2" VHS

This video focuses on understanding and using feedback for personal growth: Ask, listen, thank, think, and follow-up.

22 min. 1/2" VHS

This video provides specific behavioral techniques for dealing with the 4 most common difficult situations encountered when giving feedback. Learn practical techniques to use when the person to whom you are giving feedback is not motivated to listen, is uncommitted to action, is angry, shocked, upset or disagrees with you.

14 min. 1/2" VHS

This practical video demonstrates how to structure the feedback you give to ensure that it is specific, balanced and timely. This program is aimed at all levels of staff and encourages everyone to take responsibility for giving feedback to others. Ideal viewing for self-directed teams.

154 min. 1992 1/2" VHS

Volume I

This video demonstrates how to interact with people, on and off the job, every day. You'll see what's working for you and what isn't. It reveals the communication style of today's most powerful professionals.

Volume II

This volume will help you acquire new skills for dealing with conflicts ... handling difficult people ... and facing situations with confidence. You'll also discover new ways to come across powerfully in meetings and presentations.

Volume I

74 min. 1989 1/2" VHS

This program gives insights into why difficult people behave the way they do. Using "role plays" the presenters help lay the groundwork for effective communication with difficult people.

Volume II

116 min. 1989 1/2" VHS

Shows the viewer how to take the skills learned in Volume I and apply them to get results with chronic problem people.

60 min. 2000 1/2" VHS

There's no escaping conflict in the workplace. Whenever diverse individuals work together, there are bound to be differences of opinion, miscommunication, unwelcome criticism and even out and out confrontations. In this program you will learn tactics to help you defuse volatile situations and remain in control when tempers flare and emotions overheat. This program also delivers an array of tools, techniques and strategies to help you resolve differences fairly and honestly, without causing frustration, anger and resentment.

1990 1/2" VHS Volume 1 - 76 min. Volume 2 - 86 min.

The author offers advice for professional people in the area of effective listening skills, such as concentration, the critical difference between hearing and listening, paraphrasing, etc. This is a good training program in terms of increased skills and improved morale.

14 min. 1/2" VHS

Economic wealth today has a lot to do with knowledge and knowledge workers. Everyone is a knowledge worker and they should be managed to express their full capabilities. By understanding who they are and what they do, you will be able to gain valuable insights about how to manage them to ensure commitment, productivity and innovation. You will also learn about the importance of setting up "communities of practice" that will encourage knowledge sharing and produce creative thinking.

23 min. 1996 1/2" VHS

In this program you will learn, with the assistance of comedian Ross Shafer as the narrator, the right and wrong way to deal with the following situations: Basic phone courtesy, Taking phone orders and upselling, and Handling angry customers. Great telephone customer service requires someone with a "helping attitude" and this video will show you how to make it happen.

15 min. 1995 1/2" VHS

This program looks at the leader as a coach and presents ideas in two major categories: the role of the coach in the organization, and the skills that a leader needs to have in order to be an effective coach. The specific concepts for this program are the following: discerning the role of the coach in an organization; searching out new meanings for the role of a coach; considering the skills needed in the coaching process; relating coaching to leadership; and considering who should coach within the organization, and how they should coach.

26 min. 1/2" VHS

This video show that leadership is not the secret of a charismatic few and that anyone can easily acquire and master five key leadership practices.

11 min. 1/2" VHS

Leadership is the driving force for companies wanting to deliver quality service. A good leader should be looking down the pipeline to see what will be happening in the future to ensure that customer service is consistently delivered. The manager should be doing the day- to-day management of the staff, which includes communication, motivation, debriefing and analyzing. Management should also act in the same manner that they expect everyone else to act. To have quality service, you should have a vision and a direction for the company, you should communicate it, and be consistent.

16 min. 1/2" VHS

Leadership is the capability of getting results from a group of people by motivating and inspiring them to realize their capabilities. They should create an environment where people can perform and respect each other. This video explains what leaders should be doing in times of rapid, ongoing change. They will learn how to let go of the need to control everything, and learn to be an advocate for the group and influence without authority. The leader will be an inspirer, a listener, be sensitive, and will be open to learning from the new generation Xer's and knowledge workers.

18 min. 1/2" VHS

How do you get a "dead" group going? What about dealing with over-talkative trainees? How do you "steer" a discussion in the direction you want? What do you do if there are no questions? this programs answers these questions and many more.

Making Your Case

25 min. 1982 1/2" VHS

The principle cause of fear of presentations is ignorance; this video shows how to acquire and use knowledge to keep fear under control. Using the analogy of Alice In Wonderland, the importance of preliminary research, of making proper notes and rehearsing with them is emphasized.

RESTRICTED (Can only be loaned within the Government of Alberta).

Managing Agression in the Workplace

18 min. 2007 DVD

This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens.

14 min. 1/2" VHS

Outsourcing is a normal part of business today, but can present some unique challenges and problems. Contractors are hired for their skills and knowledge, so fit in the organization becomes less important. In this video, you will learn the essential steps to managing contractors. You will also learn how to avoid typical pitfalls to ensure the job is done and the relationship is maintained. By understanding why contractors were brought in, the different levels of contracting, and the leadership role within the contract, you will be able to ensure a successful project.

13 min. 1/2" VHS

A Generation Xer is someone born between the mid 60's and the mid 70's, and they are as diverse as a different culture. They have a unique set of characteristics and bring to work a completely different set of ideals. Generation Xer's are very secure, and tend to focus on their skills rather than job security. This video will provide valuable information about what makes them tick, and more importantly, how to manage them for optimum results.

28 min. 2006 1/2" VHS & DVD

This program tackles the complexities of effectively managing a multi-age workforce. It also provides insights and strategies that will minimize generational conflict, promote respect, and strengthen communication and collaboration to make any workplace more productive.

16 min. 1/2" VHS

Virtual teams coming together by technology are increasing, and these people have to be managed differently. Because of the distance, you have to learn to manage the output rather than the people. This video identifies the characteristics of virtual teams, and some particular challenges facing their team leaders and managers. You will learn about the different types of virtual teams and how to manage the cultural differences that will come up, to avoid misunderstandings and conflicts.

16 min. 2004 1/2" VHS

This program is designed to help participants become better communicators so that they can build productive relationships in the workplace. Participants will learn to give specific directions and how to deliver constructive criticism for maximum effectiveness; teach participants the skills to elicit open communication from others; and help participants understand the importance of nonverbal messages.

17 min. 1981 1/2" VHS

This video can be used in a wide variety of management training and development programs. It contains the following key areas: open-channel communication, group dynamics, and employee involvement in group goal setting and decision making. These can be developed individually or collectively according to the specific training application.

15 min. 1995 1/2" VHS

Performance feedback. What's it all about? This program deals with the following concepts: uncovering and dealing with how I, as an individual, feel about performance feedback; thinking through the process of how I can best provide feedback to others; developing feedback communication skills; uncovering the difference between performance feedback and performance evaluation; and considering the role of the leader in the feedback process.

14 min. 1/2" VHS

Learn useful advanced skills for dealing with the 5 most common difficult situations encountered when receiving feedback. Discover techniques to use when the person giving you feedback doesn't say anything useful, criticizes you in public, is long-winded, is vague in their feedback or makes a personal attack.

15 min. 1/2" VHS

This video demonstrates basic skills to empower you to get feedback. It shows how to request it, how to ask probing questions to get more detail and how to make sure you can use feedback to improve your job performance.

1/2" VHS

Build an organization that keeps customers coming back for more. Discover why leaders are the key to great customer- service, and how they can liberate the spirit within the organization and give the employees the ability to delight customers.

12 min. 1/2" VHS

Being innovative and creative involves risks. But B are you a risk seeker or a risk avoider? This video explores the difference between the two, as well as the benefits of taking risks in today's business environment. The organization must have a culture that supports risk taking for it to be effective. Risk taking can sometimes involve making mistakes and these have to be accepted by the organization and not be punished.

15 min. 2001 1/2" VHS

Resolving conflict is one of the most important, yet elusive of people skills. Conflict occurs in all types of situations and can have an enormous effect on productivity and morale. People truly get discouraged about conflict because they find it difficult to resolve. This video provides 6 practical techniques you can implement immediately to help you achieve effective results. In order to get past the angry confrontational stage you need to communicate and express your feelings in order to move forward to resolution.

27 min. 1998 1/2" VHS

This two-video series looks at how to make the team environment better through creating synergy, and keeping your teams under control and on track.

25 min. 1/2" VHS

This is a new video narrated by Dr. Margaret Wheatley. It uses selected clips from the classic video to demonstrate an example of a team clawing its way to success. Dr. Wheatley's narrative highlights five key messages showing parallels between the screen confrontations and the behaviors we see in group-work.

15 min. 2001 1/2" VHS

Body language is "non-verbal behavior", both physical and tone of voice, and can tell us a lot about feelings, motivation, and attitudes. There is often a discrepancy between the verbal and non-verbal message that we give out. This program will help us understand our own and others' body language and how to improve our communication skills.

15 min. 1/2" VHS

"Heavy lifting is out and brains are in". Today you need a higher level of knowledge than ever before and companies are learning to value the new knowledge of their people. This video will explain the basics of "knowledge management" and give clear examples of how it will help organizational success. You will learn that companies will be trying to identify how they will find the right knowledge for the future, rather than the right employee. Human capital and intellectual capital are becoming a driving force for many companies, and the future will probably bring a knowledge explosion to the surface.

20 min. 1997 1/2" VHS

This video gives real world messages to managers and employees about understanding and working together.