Lowest Prices • Free Ground Shipping Call Us! 800-421-0833 Watchlist  Watch Later Help   |   cart My Cart 
(0)
  |     |   Mobile Site

X
Your cart is currently empty.

Your watchlist is currently empty.

blog
The CRM Learning weblog will be regularly updated with helpful training tips, articles, and other news. We encourage you to comment and share ideas. Come IN!
Blog Home

Archive for the ‘Training Resources’ 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.

4 Things to Love About Respectful Workplace Training: Infographic

Friday, October 7th, 2016
Sometimes the impact of “soft skills training” is hard to measure. In the case of respectful workplace training, that’s not so much the case.

respectful-workplace-infographic-jpgEveryone wants to work in a place where people feel respected. So, when they receive training on what it takes to achieve that, they tend to listen. This “4 Things to Love About Respectful Workplace Training” infographic (link opens a PDF) shows 4 areas that are positively impacted by training that shows what respect in the workplace does (and does not) look like.

We hope you will find the graphic helpful. And, if you’re looking for proven training tools in this area, we highly recommend you review our video-based training products in the areas of Harassment & Respect and Diversity & Inclusion.

The 4 programs recommended in the infographic are:

The Respectful Workplace: It Starts with You
The Respectful Communicator: The Part You Play
The Respectful Supervisor: Integrity and Inclusion
The Respectful Supervisor: Motivating and Retaining Employees

What Makes A Good Team Player?

Friday, September 2nd, 2016

Organizations which provide team building training to their employees recognize the power of what a high-performing team can accomplish, and they invest time and resources into building stronger, more collaborative teams. Team building videos and exercises can challenge employees to evaluate how they behave when on a team, and provide tips to improve communication, cooperation and trust.

But, what skills or personal characteristics make a good team player? Interestingly, the best teams are made up of very diverse people with different personalities, but that all coalesce by exhibiting self-awareness, interpersonal honesty, and mutual respect.teambuilding

Self-Awareness

We all tend to have different “styles” when it comes to working in a team. Some of us tend to be task-oriented, wanting to focus the group on the steps needed to accomplish the goal, while some people are more comfortable communicating, working to mediate differences and talk through challenges and ideas. Others still are great at challenging – they naturally ask “why?” or “why not?” and question assumptions, forcing the team towards better innovation and critical thinking. No matter what our natural style, though, it’s important to be aware of how we interact in groups and be able to “dial back” our style when necessary, or even switch styles when the team needs it.

Interpersonal Honesty

It’s important to understand that a good team player is not a “yes-person,” someone whose main concern is achieving consensus and not rocking the boat. As any good team building training will teach, teams only succeed when individual members feel safe enough to speak up when they disagree or feel something isn’t right. High-performing teams rely on members who are creative rather than conformist, and who bring interpersonal honesty to the table in order to push the group to higher standards.

Mutual Respect

With all the benefits of having a team comprised of diverse individuals – fresh ideas, different expertise and unique experiences – comes the potential for conflict and “head butting.” Therefore, team leaders and members should become adept at managing – not avoiding – conflict, and channeling it in productive ways. This begins by team members exhibiting mutual respect towards each other, even when they disagree. Behaviors like not interrupting when you disagree, listening with an open mind, and avoiding talking behind someone’s back all demonstrate respect. Because a clash of viewpoints is essential for creative, high-quality solutions.

CRM Learning offers numerous team building videos that help teams build trust and respect, learn their natural communication styles, and speak up against the status quo.

Team Building: What Makes a Good Team Player? focuses on Glenn Parker’s four types of team players, illustrating how groups can build on the strengths of each personality to reach team goals.

Groupthink A powerful reenactment of events surrounding the launch of Space Shuttle Challenger helps viewers see how “groupthink” can lead to costly decisions.

See other team building videos here.

Building Trust With Patients: Trust Point Exercise

Saturday, August 13th, 2016

Activity: Trust Point Exercise
Time: 50-60 minutes

Set the stage (5 minutes)
Remind participants that a big part of patient satisfaction stems from the degree to which a patient trusts his or her healthcare provider. It is crucial that everyone in the healthcare field understand that each encounter with a patient represents a “trust point” in which you either build the patient’s trust in you, or lose their trust.

  • Trust points involve contact with our patients by phone, in person, by email, by any means.
  • Trust points are an opportunity for the patient to learn something about us as an organization, and about us as individuals.
  • The best trust points leave a positive impression on the patient.

Explain to participants that the purpose of this activity is to help them:
– Understand the relationship between patient care, clinical interaction, and organization/practice success.
– Review typical patient interactions and identify trust points.
– Examine trust points and develop ways to improve the patient experience.

Introduce the Activity (5 minutes)
Tell participants that over the next 40-50 minutes, they are going to take a close look at the trust points in their practice or department, and how they interact with and relate to patients through these transactions. Explain that this will be a small group activity, with each group discussing one of the four phases of the patient care experience. When all groups are done, they will report back to the full group on the trust points they’ve have identified.

Say: Let’s examine our practice/department by breaking it down into four main phases of the patient care experience (write these on the flipchart):

  1. Check-In – from the time a patient makes an appointment or walks in the door.
  2. Procedure or Visit – the actual clinical interaction we have with a patient and the patient’s reason for coming to us.
  3. Recovery and Follow-up – this can be as complicated as post-surgery or as simple as providing test results or calling in a prescription.
  4. Behind-the-Scenes – insurance processing, setting appointments, transferring files, matching forms, calculating costs, arranging for home medical equipment, etc.

Each of these phases provides a series of trust points with our patients – so each one has plenty of opportunities for us to fail or succeed.

Hand out the Trust Point worksheet. Click here for worksheet PDF.

Ask the participants to break into four groups. (They can use any method they want to create four groups, but each group should include staff from different practice areas to promote idea sharing.)

Assign each group one of the four practice phases: Check-In, Procedure or Visit, Recovery and Follow-Up, or Behind-the-Scenes.

Have the groups use the Trust Point Worksheet to guide the discussion of their assigned practice phase.

Have groups complete the activity. (20-30 minutes)
Give each group a flipchart page. Have them create their flipchart page to look like the Trust Points Worksheet.

Say:

  1. Identify a “reporter” for your group. The reporter will fill in the flipchart and present your group’s findings to the full group in the next step of the workshop.
  2. Identify as many trust points as you can in for your assigned treatment phase. Write these in Column 1.
  3. For each trust point, write what the patient needs in Column 2.
  4. In Column 3, write what we need for each trust point on the practice side of the equation – including any technical or system requirements.
  5. In Column 4, write down what we need or expect from each other at each of the trust points.
  6. Later, we’ll use Column 5 to brainstorm how to make things better for the patient at each of the trust points you identify. We’ll do that as a full group.

Walk around the room to answer any questions.

Debrief the Activity (20 minutes)

  1. Have the reporter for each group post their flipchart and describe their small group’s findings for their assigned phase.
  2. Begin the brainstorming process. For each Trust Point, ask the full group to come up with ways to make things better. The reporter should write these in Column 5 of their flipchart.
  3. Depending on the time you have available, allow more or less discussion of each group’s ideas.
  4. Tell the participants that you will type up the completed flipcharts and make them available for everyone’s use after the workshop.

Ask:
Where do we go next? How can we start to implement these suggestions?

 

This training activity excerpted from the Leader’s Guide for the best-selling It’s a Dog’s World training video from CRM Learning. Preview the video and see why it is our all-time best-selling patient satisfaction training video. Also, check out our It’s a Dog’s World e-learning module. This e-learning is the perfect way to reinforce individual employees’ knowledge and skill after the group has viewed and discussed the video.

Infographic: 10 Things You’ll NEVER Hear from a Truly Accountable Person

Sunday, July 24th, 2016

Infographic: 10 Things You'll Never Hear From a Truly Accountable PersonAt CRM Learning we have found that some of the most impactful training an organization can do is in the area of accountability. Accountability training conveys the importance of building a culture focused on taking responsibility and keeping commitments, seeking clarity, answering for results, and learning from mistakes.

Here’s an INFOGRAPHIC that drives home the point that with proper accountability training comes accountable mindsets, and never having to hear statements like these at work ever again!

Visit our Accountability training topic page for the best accountability training videos available online.

 

Infographic: Don’t Get So Defensive!

Sunday, May 15th, 2016

We’ve all witnessed (or experienced) defensiveness in the workplace.

Person 1 takes Person 2’s  comments the wrong way and — perceiving he is under attack — issues a counterattack.  Person 2  feels hurt or threatened by Person 1’s response and says something negative back. Additional counterattacks are exchanged as the individuals become increasingly determined to defend themselves and justify their actions.

Don't Get So Defensive Infographic

CRM’s classic communication tutorial Communicating Non-Defensively: Don’t Take it Personally explains what can make people defensive while demonstrating practical communication skills for nipping it in the bud.

We’ve summarized some of the content in this infographic (opens a PDF). We hope you find it useful.

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.

3 Reasons CRM Learning Provides the Best Customer Service Training Videos on the Market

Wednesday, March 2nd, 2016

Providing excellent customer service is first and foremost for any business. The customer service training you provide, and the abilities your staff demonstrates day in and day out, are a reflection of your company. Training your employees in the art of customer service is critical and will help tremendously in the long run.  Customer service videos are– and have always been– a highly effective way to conduct this type of training.

Here are 3 Reasons CRM Learning Provides the Best Customer Service Training Videos:

Experience

CRM Learning has a 40+ year track record of success in this topic area! Our video,  Remember Me?  (originally released in 1983– now in its 3rd edition) was one of the first training videos ever  to capture what it feels like to be a loyal customer receiving bad service from a company you thought cared about you.  The most poignant part of the video is that it shows how customers often do not complain…but they do win in the end because they take their business elsewhere.   Our ground-breaking video, It’s a Dog’s World, provides the same message in a healthcare-specific environment.  Over the years, the success stories we’ve heard from customers who’ve trained with Remember Me and It’s a Dog’s World have compelled us to remain passionate about providing customer service training videos that are emotionally engaging, memorable and effective.    In addition to our own productions, we carry top-selling customer service videos from numerous other producers.

In-depth Topic Coverage

We get that customer service is a very broad topic. There are many competencies and skills that fall under the “customer service” umbrella.  Besides offering videos that make employees aware of the importance of satisfying customers, we offer videos that teach specific skills, like: solving customer problems, listening to the customer, making sure you maintain a positive attitude when serving customers, dealing with difficult customers, dealing with disappointed or angry customers,  communicating with diverse customers, and so on.

Product Knowledge

We know our stuff and we know that every organization has different needs when it comes to video training.  Because of that, we make sure we have offerings for all types of industries, different levels of service provider, and different video styles.  Working within your designated budget and delivery methods, we will find you the video best suited to the goals you are trying to accomplish.

Experience, Topic Coverage and Product Knowledge are three reasons CRM Learning provides the best customer service training videos on the market. Get started and find out how these videos can improve your company internally and externally.

Improve Workplace Productivity and the Customer Experience with Customer Service Videos

Wednesday, October 14th, 2015

No matter your business’s size, you need a great relationship with your customers,  and that starts with your customer service team. Training your service team to interact positively with customers, and with each other, leads to improved productivity and cooperation. Customer service videos are a key resource when training your team.

Why are Customer Service Training Videos Effective?

Your employees won’t always walk into work knowing the best strategies for customer service. It’s up to you and your management team to make sure they have the skills they need to succeed. Customer service training videos are an effective way to make sure your customer service team is learning the skills they need to impress your customers and go above and beyond. Here’s why:

  • Through a combination of sounds and visuals, customer service training videos enable trainees to process information in two different ways. This helps to reinforce information in multiple areas of the brain.
  • Customer service training videos are engaging. By using compelling stories, actionable information, and humor, well-made training videos entice their viewers’ interest, helping ensure the information they provide is retained.
  • Customer service training videos feature variety of scenarios. Rather than reading or hearing about only one or two anecdotes, training videos allow their viewers to see how a variety of scenarios play out, providing more insight into the subtleties of customer service.
  • Customer service  training videos provide consistency in training. Unlike live presentations, you know that by watching the same video, the entirety of your customer service team hears the same information. This builds a common base of knowledge throughout your team.

The Benefits of Customer Service Training

Why bother with customer service training at all? Because it provides benefits for both your customers and your staff.

  • Customer Benefits: Customers who interact with trained service members tend to be more satisfied with their interaction. They’ll be more inclined to choose you over other businesses, and will enjoy the feelings of loyalty their positive interactions with your staff evokes.
  • Staff Benefits: Showing your staff that you care about their career progress and individual development helps to improve their motivation, confidence, and morale. They’ll communicate better with customers and with each other, improving productivity and creating a positive work environment.

Recommended Training Videos

The Customer Service Toolkit is a collection of 72 video clips that cover a wide variety of customer service skills.s. This collection is great for helping your team build confidence and improve their interactions with customers and with each other.


 

close X
For Federal Government Customers.
SAM Registration: Active
Expiration: 11/18/2017 Cage Code: 0C9A3

Too busy to preview today?
Put products in this Watch Later queue so they're easy to recall next time you visit.

Make sure you're logged in when you put videos in the queue!
Log in now.
If you don't yet have a preview account, create a limited or unlimited access account.