Playing Above the line

This video is about the ways members of a team in a restaurant find to avoid responsibility when an error causes a near-death experience for a customer. A woman orders a dish with an unusual twist. The distractions mean the order is incorrectly prepared with dramatic consequences. But how do we deal with this and change the way things are done to prevent a re-occurrence?

This is an emotionally intelligent approach to team management all managers, supervisors, team leaders should understand.

Project Management for Teams

This light-hearted voyage follows a team who hear that the Chairman is coming to their little local product release and they are far from ready. They have to change the way they manage a project and deal with the issues that arise. It covers planning methodologies, especially a simple low-cost pragmatic planning tool called Top Down Flowcharting, and includes a focus on emotionally intelligent team practices.

This 19 minute video has been used by many companies and academic institutions as an introduction to project planning and management, including RMIT University.

Customer Care series - currently unavailable, under repair

This is a series of 11 videos covering many facets of Customer Care service delivery. The videos are each between 8 and 13 minutes. It is NOT simple smile training!

Each video deals with a separate area of skill. They can be viewed separately, although they work best when they are viewed in sequence as they are cumulative. They are strongly influenced by Neuroscience.

The videos are complete in themselves, but there is also a workbook associated for each title. These are designed to enhance the learning and to form a reference manual for later.