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Archive for the ‘Management & Supervision’ Category

Infographic: Is Good Enough?

Thursday, May 4th, 2017

Infographic: Is Good EnoughConsidering the number of things people have to do on any given day, most are happy if they get things right 90% of the time.  But is that really enough? Especially when it comes to how we do our jobs?

If we’re right 99% of the time…or even if we’re right 99.9% of the time…what about the people who are negatively impacted by the .1% – 1% of the time we’ve made a mistake?

This infographic cites examples that will help people rethink quality guidelines and renew their commitment to giving their best at all times. Feel free to share it with your employees.

This graphic’s content is from the popular meeting opener, Is Good Enough? Click here for product information and to preview the video.

Action Plan To Identify and Stop Workplace Bullying

Friday, September 30th, 2016

Unfortunately for employees in today’s organizations, workplace bullying has become a prevalent and serious issue. Leaders should address this problem head-on by providing harassment training – specifically on bullying – to ensure all employees have an action plan to identify and stop workplace bullying.sexualharassment260

Any action plan designed to prevent bullying should begin with learning that identifies what bullying behavior looks like. By definition, bullying is persistent, offensive, intimidating or insulting behavior that makes victims feel upset, threatened, humiliated (not good enough, stupid, incompetent) or vulnerable. It can be verbal, physical, social or even online in nature, so it’s important to coach employees to recognize bullying in all its forms.

The second component of a bullying action plan should be to stop bullying when it occurs. This involves teaching employees to speak up for themselves when they experience behavior that “crosses the line.” Harassment training will go a long way to empowering employees to speak up for themselves when they’re being bullied. Speaking up takes courage, but when done calmly, confidently and factually, it can have a very good outcome. It helps when employees plan what they will say ahead of time – even practicing it aloud – and focus on stating the facts of what has happened along with how it made them feel.

Another important part of a workplace bullying action plan is to  encourage employees to stand up for others when they witness bullying. Sometimes the victim of bullying doesn’t feel they have the courage, power or will to stand up to their bully. But if other employees witness the bullying, they have an obligation to take action: either addressing the bully directly or reporting the bully to a higher authority. If a witness chooses to stand up to the bully personally, they need to state their observations (the bullying behaviors they’ve witnessed); share their concerns for why those behaviors are a problem, and explain the impact of the bully’s behavior – on the victim, the team, and the whole organization.

Providing training on harassment and bullying can build awareness among employees to help recognize problematic behavior, and can also teach skills and techniques for preventing and stopping bullying and other abusive and disrespectful workplace behaviors. CRM Learning offers numerous harassment training videos including Preventing Workplace Bullying: How to Recognize and Respond to Bullies at Work.

9 Essential Supervisory Skills

Friday, June 24th, 2016

Every workplace needs strong supervisory skills, and CRM Learning offers the best supervisor training videos at low cost. Train your supervisors using the nine essential supervisory skills featured in our supervisor training video, “After All, You’re the Supervisor.”

After All, You're the Supervisor imageUsing the scenario of Alec, a recently-promoted Customer Service Representative now asked to lead his previous co-workers, the video teaches nine skills your supervisors need to manage subordinates effectively and efficiently.

1. Acknowledge Your New Role

Having been a superior customer service representative, when Alec is promoted to supervisor, he struggles a bit moving from friend and colleague to “boss.” Alec learns that new responsibilities are required in this role along with a new level of authority. The hard part for many new supervisors like Alec is acknowledging that in order to be effective, you must change the way you interact with your team members.

  1. Plan and Prioritize

In order to be successful, Alec will need to plan and prioritize his – and his team’s – responsibilities and tasks. This includes listing tasks and generating a plan for how to get things accomplished on time. Inevitably, this process will also include delegating tasks to others, which Alec also learns in a later skill point.

  1. Be Accessible

Every great supervisor makes themselves accessible to their employees. Alec learns that this can take the form of an open door, walking around the department, having regular meetings with team members, or learning to take advantage of spontaneous “coachable moments” when you see them.

  1. Encourage Teamwork

Alec quickly realizes that he is no longer an “individual contributor.” Creating a well-functioning team is part of his new job. Encouraging teamwork enables supervisors to go further in accomplishing departmental and company objectives.  It also helps create great team cohesion and high morale. High performance teamwork is achieved by ensuring that your team is comprised of diverse individuals with a range of complementary skills and then fully utilizing those skills. By fostering cooperation rather than competition within your team, and by modeling good teamwork behaviors yourself, you will see team results soar.

  1. Communicate Upward AND Downward

An efficient supervisor communicates effectively both “upwards” to his or her manager and “downwards” to his subordinates.  Downward communication is the process of communicating the direction, philosophy, goals, and values of the company to the team. It also applies to changes communicated to the team, and if done correctly, helps them buy-in to decisions that affect them. Alec employs upward communication when he shares his team’s concerns over a software update with his boss and keeps her informed of how the “front line workers” are using the software.

  1. Delegate

Supervisors need to delegate tasks to their team in order to effectively supervise. No supervisor can do all the work on their own, so Alec learns to consider his team member’s strengths as he evaluates who should be assigned which tasks. He also learns that following up on the tasks you delegate allows you to ensure their completion, support your team members, and uncover and resolve problems. 

  1. Discipline Effectively

For a brand-new supervisor like Alec, effective discipline is perhaps the most difficult thing to learn, especially when you are disciplining the person you were sitting next to last week. Alec must discipline a coworker, Libby, who repeatedly returns late from lunch. In doing so, he learns that effective discipline places the responsibility for the problem and the solution on the employee, rather than him, and that effective discipline provides for a positive outcome rather than a punitive one.

  1. Provide Feedback

As important as it is to discipline your people effectively and give constructive feedback, it is equally important to recognize when they are doing a good job, and praise or reward them for that performance. Alec gets practice giving constructive feedback to a coworker who slightly missed the mark on an assignment, and later gives genuine and specific praise to that team member when he does a better job.

  1. Model the Way

Perhaps the most effective way to modify team culture is by modeling the behaviors and attitudes you want to see in the team. No matter how much you tell your people how you want them to behave, unless you show it yourself, it won’t have much effect. Model behaviors such as respect, punctuality, attitude, conflict resolution, and in Alec’s case, good customer service and pitching in to help out a different team.

These nine essential supervisory skills are a well-rounded introduction into the basics of supervising. Let Alec and his team teach your new supervisors how to manage others effectively with After All, You’re the Supervisor.

CRM Learning offers the best supervisor training videos on the market. Visit our website and browse all of our supervisor training topics.

What is “Empathic Listening” and Why is it Crucial to Success?

Monday, May 30th, 2016

Empathy is the ability to understand and share the feelings of another, so how is this trait crucial to success in the workplace? For one, mutual understanding is the key to effective communication. Managers who are empathetic listeners gain the trust of their employees and can manage their team more effectively. When employees use empathy to listen and communicate with peers, it helps them to better understand one another, building morale and improving efficiency in the process. 

CRM Learning offers the best communication skills videos on the market with subcategories like verbal skills, listening skills, and organizational messaging. The listening skills video below will teach your management staff about the importance of empathy and how to look at situations from another’s perspective.

Empathic Listening imageEmpathic Listening: The Key to Communication is one of our best-selling videos that teaches the key to good listening: empathy. It features 3 complementary video components that feature realistic and humorous vignettes demonstrating empathic listening (or a lack thereof), as well as practical tips and phrases to incorporate into your interactions immediately to improve your listening. 

What does empathic listening entail?  

The video addresses misunderstandings, how to achieve higher levels of trust and understanding and how to develop an elite set of listening skills. Viewers of the video will learn to diagnose before the prescribe, listen empathically and seek to understand from another perspective. The ability to “put yourself in someone else’s shoes” can help you make better decisions in the workplace and increase the productivity of your team.

  • Nobody’s Listening
    In this 11-minute video, a manager fails to listen to the concerns of a subordinate. After his failure, he has a second (and third and fourth) opportunity to change his behavior to actively listen and participate in the conversation. The manager (and viewers) learn that to be an effective listener, you must pay attention, including eliminating distractions, feeding back to the speaker what you’ve heard and asking clarifying questions.
  • Diagnose Before You Prescribe
    In this 8-minute segment, Stephen R. Covey teaches the process of listening with the intent to understand. Listening intently to a person in the workplace before responding can avoid misunderstandings, talking over one another, and disagreements.
  • I Know Just What You Mean
    In this 21-minute video, the skill of active listening is covered in depth. Techniques are demonstrated that will minimize misunderstanding and miscommunication. By showing how quickly people can jump to conclusions, the video underscores the vital importance of diagnosing needs before prescribing solutions.

CRM Learning has numerous award-winning communication skills videos to choose from to enhance your employees’ and managers’ communication skills, including Empathic Listening: The Key to Communication.

The Manager’s Role in Preventing Workplace Bullying

Wednesday, May 18th, 2016

bullying imageWorkplace bullying training is extremely important for managers and supervisors. Did you know that 50% of the U.S. workforce reports witnessing or having first-hand experience with bullying in the workplace? In fact, workplace bullying is more prevalent than illegal harassment. This management training topic – how to prevent bullying at work – is essential for employee morale and preventing a hostile work environment.  


What is bullying?

“By definition, bullying is persistent, offensive, intimidating, or insulting behavior that makes the recipient feel upset, threatened, humiliated, or vulnerable. Without intervention, bullies generally do not accept responsibility for their behavior; they are unable or unwilling to recognize the effect of their behavior on other people.”- CRM Learning’s Preventing Workplace Bullying training video

Bullying can happen in any size organization, in any department, and to anyone – subordinates, managers, men, women, young and old. Awareness is key, and it is everyone’s responsibility to prevent it. Prevention starts with each and every employee being aware of exactly what constitutes bullying, and knowing how to speak up for themselves and others. It means creating a culture that doesn’t tolerate bully behavior from anyone.

CRM Learning offers the best workplace bullying training videos on the market. Our “Preventing Workplace Bullying” video has been successful in training managers and employees who wish to improve their work environments. The video covers four skills, and features realistic workplace vignettes that take place in office, education, healthcare, and industrial settings.

1. Recognize Bully Behavior

The first step to preventing bullying is to recognize the behavior. Bullying comes in many forms and can often be mistaken for other types of behavior. It’s important to know what behavior “crosses the line” and fits the definition of bullying.

2. Speak up for Yourself

Looking out for yourself and your well-being is appropriate if you are being bullied in the workplace.  Everyone should know how to respond to bullying so they have a better chance of nipping the behavior in the bud. It’s important to be confident and share facts and feelings when speaking up to a bully.

3. Stand up for Others

If you witness bullying, it is your responsibility to stand up for the target of the bullying behavior. State your observations and share your concerns with the appropriate people. Explain how the negative behavior is affecting the employee and others.

4. Commit to Next Steps

Document actions taken and responses to speaking up to a bully. If necessary, make a formal complaint. Every organization should ensure that employees know what the organization’s bullying policy is and who in management or HR they should talk to if they have a complaint. 

Left unsettled, bullying in the workplace can lead to emotional distress and reduced productivity. Make sure all managers are equipped to handle bullying in their departments by providing bullying prevention training.

Preventing Workplace Bullying: How to Recognize and Respond to Bullies at Work depicts common bullying situations in a manner that encourages rich discussion. The accompanying Manager’s Module gives leaders additional instruction on bullying behaviors and the damage they cause. Leaders are taught to address bullying when they observe it and – because workplace bullies are frequently in a supervisory or management role – they are given a checklist of things that let them evaluate their own behaviors.

Visit CRM Learning’s website to learn more about management training topics and how they can help your company.

10 Important Management Training Topics to Improve Efficiency and Productivity in the Workplace

Wednesday, March 9th, 2016

Maggie_Chr_Alison_Step1Management and supervisory skills are essential in the workplace. There are many ways to improve effectiveness in this field. CRM Learning is proud to offer outstanding videos that cover key management and supervisory skills and competencies, including: what it means to be a respectful supervisor, how to interview, review performance and terminate, and how to make sure you are the kind of boss people want to work for.

The 10 management training topics below are guaranteed to help improve morale, efficiency and productivity in the workplace.

Building Trust and Respect

Gaining the trust and respect of team members is crucial. The stronger the trust foundation you have, the more successful your management strategies will be. L.E.A.D. with Integrity and Leadership: What’s Trust Got to Do with It? are two training videos that teach specific things managers can do to build trust and respect.

Coaching

Coaching is a proven tool for maximizing employee satisfaction and productivity. With the proper training, managers and supervisors see that coaching is all about taking an active role in employee performance, including recognizing what employees are doing well and addressing situations where an employee is falling short. The Practical Coach and Coaching and Counseling provide excellent information in this area.  

Communication Skills

When it comes to managerial success, the importance of communication can not be overstated. Managers must communicate regularly with employees, know how to give feedback constuctively and be able to listen effectively.  It’s also helpful to have communication skills that enable you to inspire and motivate others.  The video Communication Counts shows managers how to circumvent common communication blunders. Tell Me a Story shows how storytelling takes communication to a level where leaders are better able to connect with and energize employees.

Employee Retention

Employee retention is a reflection on management. Every employer wishes for a high employee retention rate, but even those with the best of intentions can unwittingly drive away good employees. Many factors come into play when it comes to engaging employees and making them feel valued; CRM Learning’s video The Respectful Supervisor: Motivating and Retaining Employees covers 5 of the most important.  Keeping the Good Ones is another excellent video on the topic.

Interviewing and Hiring

Interviewing and hiring is equally  difficult for both parties involved. In a management position, you are often faced with many great candidates, having to make decisions that are best for your company. Capability, commitment and chemistry and three important factors in the hiring process. The Three Dimensional Interview training video teaches management what to look for when interviewing potential employees.

Managing Meetings

Meetings are a useful method for gathering employee input and addressing topics that affect the entire team. But in order to be effective, meetings have to be well run.  The Invisible Meeting demonstrates how to stay on track and maintain productivity in meetings even when some or all of the team members are “attending” virtually.

Motivating and Encouraging Employees

Worker productivity and job satisfaction rise when people know their work makes a difference. Would I Inspire Me? gives leaders practical ways to motivate others and make employees’ work life more rewarding.  Included among the desired managerial behaviors are communicating the “why” behind what you are asking people to do and providing meaningful rewards and recognition when a job is done well.

Performance Improvement Appraisals

Discussing performance issues can be difficult for a manager. But, with the proper training, managers learn that there are positive ways to approach these discussions, even when the employee’s performance is not where it needs to be.  Keeping performance discussions positive and making employees responsible for improving their performance will produce the best results.  Positive Discipline demonstrates a highly effective 5-step process.

Project Planning and Delegating

Ensuring that all the work that needs to get done actually gets done is a big part of the manager’s job.  Managers need to know when and how to delegate, and be willing to hold people accountable for doing what they say they will do.  After All You’re the Supervisor shows how one new supervisor learns the importance of planning and delegating.

If you want to improve your management and train your employees effectively, CRM Learning has everything you need. Check out all of our topics for management and supervision.

Using Teamwork Videos to Foster Productivity and Improve Results

Wednesday, November 25th, 2015

Bringing your company’s mission and purpose to fruition requires more than the individual efforts of star employees. Teamwork is absolutely essential to any organization’s long-term success. However, issues with communication and interpersonal dynamics can create obstacles that keep groups from working well together. Teamwork videos help your employees overcome these obstacles and create highly functioning teams.

Using Team Building Videos to Foster Productivity and Improve Results

Through compelling examples and proven instructional models, teamwork videos can help  teams overcome obstacles while expanding their capacity for collaboration, innovation and execution. You can use videos to improve team performance in these crucial areas:

  • Communication: When team members are unable or unwilling to communicate effectively, it is nearly impossible for the team as a whole to function properly. Barriers to team communication can include personality conflicts, lack of trust, disrespect, and false consensus (where people are reluctant to express an opposing opinion). Many popular team building videos address these issues while providing information on how to keep group communication honest, respectful, positive and productive.
  • Achieving Goals: In the workplace, teams are generally created for a specific purpose. Empowering teams to set goals helps individual team members work beyond their own personal agendas while keeping everyone focused on the task at hand. When goals are unclear or group members aren’t sure of how the part they play contributes to the overall team objective, accountability suffers and the team becomes ineffective. Teach your teams how to set realistic goals, gain everyone’s commitment to those goals and track performance with videos that provide team training in these areas.
  • Solving Problems: Even the best of teams will occasionally hit an obstacle. How a group overcomes such obstacles can determine the degree to which they will be successful over time. Some of the best teamwork videos available are those that provide inspiration and instruction in this area. Highly recommended are videos that tell true stories of remarkable team accomplishments, such as the team that worked tirelessly to overcome setbacks and save 33 miners trapped underground in Chile…or the team that helped a blind mountain climber reach the summit of Mt. Everest.  
  • Leadership: Without great leadership, groups may be able to get some things done…but it is unlikely that they will really become a “team” in the truest sense of the word.  The right kind of leader helps unify the group and ensures that all voices are heard.  He or she keeps the team on course, nips conflict in the bud, and celebrates victories along the way. Using teamwork videos specifically designed for teaching people how to build and lead a high-performing team will set both the designated team leader and the team itself up for success.

Why Use Videos?

Using videos as a medium for teamwork training offers some notable benefits.

  • It is important for each member of a team to receive the same training information as every other person in the group. Video training provides this kind of uniform experience.
  • Teamwork videos engage employees through both sight and sound, helping them retain more information than through written or audio training alone.
  • Finally, many teamwork videos profile real-world teams comprised of ordinary people who’ve accomplished extraordinary things by working together. This provides a highly effective form of motivation.

Teamwork videos are essential training resources for any employer interested in creating teams that excel in productivity and leadership.

Recommended Training Resources: The 5 Dysfunctions of a Team, based on the best-selling book by Patrick Lencioni, helps teams overcome the most common barriers to peak performance.  And, Everest, a documentary account of the amazing team that enabled blind mountain climber Erik  Weihenmayer to reach the summit of Mt. Everest.

These 5 Leadership Training Areas Help You Take Managers From Good to Great

Wednesday, November 18th, 2015

When you promote an employee to manager or supervisor, you’re providing an opportunity for greater rewards and responsibility. To be successful, your new managers need to refine their leadership skills. CRM Learning offers videos that cover the leadership training topics your management team needs in order to be effective. Here are 5 specific training areas that can provide a positive impact in your workplace.

5 Leadership Training Areas that Help Take Managers From Good to Great

  1. Communication Skills: The best leaders are first-rate communicators. Through their words, they motivate and inspire others, build accountability, and establish relationships that bring out the best in people. Managers who strive to be great leaders must learn to speak in a clear and effective manner, ask the right questions, and know when and how to listen. Recommended Training Resource: The Respectful Supervisor: Motivating and Retaining Employees
  2. Influencing & Negotiation Skills: Because managers typically oversee projects as well as people, they will be more successful if they know how to influence and negotiate with the people around them. These skills ensure that the work gets done and goals are met….without compromising relationships. Recommended Training Resource: Leading the Way: Negotiating with Influence
  3. Leadership Accountability: Managers play a key role in creating and maintaining an accountable workplace. Teach them how to hold themselves and others accountable and you will reduce unproductive behavior while improving employee engagement and results. Recommended Training Resource: Accountability That Works!
  4. Mentoring & Coaching: Both formal and informal mentoring are essential for knowledge transfer and succession planning. Show your managers that coaching and mentoring are something they should both give and receive; then, be sure to support these efforts at the organizational level.  Widespread use of mentoring and coaching ensures that everyone receives ongoing encouragement while benefitting from the practical experience of others.Recommended Training Resource: Insights to Better Mentoring.
  5. Problem Solving & Decision Making: The ability to solve problems and make decisions is crucial for managers at all levels. Great leaders have the ability to step back and view problems from a broader perspective — often uncovering root causes instead of simply “putting out fires.” Educate your leaders on the things that derail group dynamics and provide them with collaboration tools that help them work with their teams to find effective solutions and make better decisions. Recommended Training Resources: 5 Questions Every Leader Must Ask

Making an investment in leadership training allows you to develop leaders that will set your organization up for long-term success. By covering these five important training areas, you will improve the performance of your managers and the employees who report to them.

5 Steps to Stop Workplace Harassment

Wednesday, October 7th, 2015

sexualharassment260Stopping sexual harassment in the workplace depends on clear policies and a change in an organization’s culture. Workplace harassment training is a critical part of maintaining a harassment-free environment. Stop harassment quickly and completely with these five steps.

5 Steps to Stop Workplace Harassment

  • Develop a Thorough and Legal Harassment Policy: Create or revise a section of your employee handbook to cover harassment policy. In today’s workplace, harassment prevention must go beyond sexual harassment, so create a policy that addresses all forms of harassment and discrimination. Make sure this policy is clearly stated to everyone in the organization. Clearly state the definition of harassment, the procedure for filing complaints, and that this type of misbehavior will not be tolerated.
  • Ensure Your Policy Includes Protocol for Reporting Complaints: Your policy should include a clear protocol for reporting complaints. This protocol should provide a way for employees to make a complaint that does not require them to include the offending party. This section of your policy is an ideal place to discuss why it is illegal to retaliate against anyone who files a complaint.
  • Conduct Policy Training on a Regular Basis: Conduct annual training sessions on your harassment policy as mandated by the laws of your state. Employees should end the training sessions with a clear understanding of your policy and should be comfortable with the procedure for reporting complaints. Supervisors and managers should undergo a separate training session to receive education on how to handle complaints. Video-based training is the most effective way to clarify what is (or is not) illegal behavior, ensuring everyone knows what behaviors to avoid and/or report.
  • Supplement Mandated Harassment Prevention Courses with General Training on Respect and Inclusion: Behaviors such as bullying and unconscious bias are unfortunately common in today’s workplace. While not illegal, these types of behaviors are every bit as damaging to employee morale and productivity as harassment. Providing general training on respect and inclusion helps employees and management identify these behaviors and take steps to end them.
  • Make a Cultural Change from the Top: Your organization’s leaders are a powerful tool in modeling harassment prevention best-practices. In addition to providing mandatory harassment prevention training for your manager, ask all of your organization’s leaders to commit to creating a respectful workplace.

Recommended Workplace Harassment Training Resources

Harassment Hurts: It’s Personal provides an overview of the different forms harassment can take, including race, sexual orientation, and sexual harassment. Insight is provided on the negative consequences of inappropriate behavior and tactics for speaking up about harassment are discussed.


 

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