Short, practical training your whole team can fit into a shift

• 1 min3 Steps to Feeling Less Stressed

  This one minute video outlines a three step process to help put your feelings of stress in perspective and reduce anxiety.

• 1 min3-3-3 Rule to Calm Anxiety

  If you are prone to having anxious thoughts, this simple technique can bring you back to the present moment.

• 1 min4 Step Communication Journey

  This 1 minute video explains the 4 step process to help people engage with your communication. The Know, Think, Feel, Do model is a great way to help people act on what's needed. The steps are explained.

• 1 min4 Step Decision Making Process

  This 4 step process will help you make objective decisions and reduce associated stress. Especially useful for making decisions objectively.

• 1 min4 Steps to Being More Resilient

  This video shares 4 tips to help you build more resilience in your life.

• 1 min4 Team Stages

  The 4 Team Stages as introduced by Bruce Tuckman are briefly overviewed in this video.

• 1 minA Positive Response to Customers

  This 1 minute video describes how to change a potentially negative response to sounding more positive when dealing with customers. Five things you can remember when responding to customers and avoid sounding negative.

• 1 minA Procrastination Ending Tip

  This 1 minute video shares an easy tip to apply if you are struggling to get started on a task or a project.

• 1 minA Trick to Stop Procrastinating

  This one minute video explains a simple technique you can use to help stop procrastinating and spring into action.

• 10 minAbusive Customers

  This 10 minute video module explains what is included in abusive behaviour from customers and ways of dealing with them. You will learn some response strategies, termination ideas and how to avoid being baited into the wrong kind of response.

• 1 minAbusive Customers

  Abusive customers may swear at you, call you names or even threaten you. This video outlines a number of steps you can follow to deal with them. Remember to always follow your company procedures.

• 1 minAccepting Praise

  This 1 minute video gives a few tis on how to accept praise or a compliment.

• 1 minAcknowledge Customer Contact

  Customers just want to know what is happening. If you acknowledge a customer's initial enquiry or visit as soon as they arrive, they feel welcomed and important. If you ignore a customer either unintentionally or deliberately, you have created a negative impression and immediately tell the customer they are not that important. Here we share some ideas on how we can acknowledge customer contact effectively.

• 1 minActive Listening

  This 1-minute video outlines 5 tips on how to improve your active listening skills.

• 1 minAdding Value

  In this one minute video we share some tips on how to provide a better customer experience through adding value. Things like sharing additional benefits, mentioning special offers and providing additional information can all add value to the customer.

• 10 minAdvanced Customer Service

  This 10 minute video covers some advanced techniques and ideas for providing excellent customer service. You will learn more about moments of truth with customers at various touch points, more on internal customer service for your organisation and customer needs and expectations.

• 10 minAdvanced Difficult Customers

  This 10 minute video provides some tips and techniques to help deal with difficult customers. You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers. It is designed as a more advanced training video than a beginner would learn from.

• 1 minAgile Scrums

  This 1 minute video explains what Agile Scrums are and how they can help your business.

• 1 minAgile Sprints

  This 1 minute video explains what Agile Sprints are and how they fit into Agile Scrums.

• 1 minAmygdala Hijack

  The amygdala hijack is the body's natural stress response system. Learn how this works in order to understand how to better react under stress. We suggest you also watch the 'Stress Response' video for tips on managing the stress response.

• 1 minAn Exceptional Customer Experience

  This video explains four ways you can provide an exceptional customer experience.

• 10 minAn Introduction to Contact Centres

  This video explains about the contact centre history, a brief history and some key components about contact centres.

• 10 minAnswering the Telephone Professionally

  This 10 minute video shows some techniques on answering the telephone. It includes the phone greeting and asking permission to ask questions. This is ideal for anyone who answers the telephone in their role - especially if they have never been trained. It's also ideal for contact centre staff.

• 1 minApologizing for Delays

  Four tips to help you apologise for delays when dealing with customers or colleagues.

• 10 minAppreciation in the Workplace

  This 10 minute video explains how you can motivate your teams and coworkers through appreciation. People will have a preferred way of being shown appreciation so it's good to learn what those are. Consider the tips and ideas in this video to help improve the motivation of your colleagues and teams through appreciation.

• 1 minAppreciation in the Workplace

  There are 5 motivating languages you can use to motivate others in the workplace. These are explained briefly in this video. Based on Gary Chapman's five love languages, it's important to communicate in the language of those you work with in order to maximise productivity and motivation.

• 1 minAsking for the Business

  Closing the sale is a skill that can be a lot easier than most people think. Often, it's just about asking for the business. There doesn't have to be a lot of pressure or effort involved. In a lot of cases, it's the natural next step in a service or sales conversation. Here we look at a few of the sample phrases you can use.

• 1 minAssertive and Positive Email Phrases

  This 1 minute video explains how you can change the wording of 9 specific phrases to be more positive and assertive.

• 1 minAssertive Behaviour

  Demonstrating how assertive behaviour gets better results over passive or aggressive behaviour. This video is actually 1min 29 secs long due to the clips it uses.

• 10 minAttention to Detail

  This video explains what attention to detail is all about, why it's important, examples of how to use it in the workplace and ways you can improve your attention to detail.

• 10 minAttitude

  This 10 minute video details how you can use your attitude to the best possible advantage. Having a positive attitude is in your control and impacts positively on all those around you. You will learn about ways to improve attitude, dealing with change and motivation factors.

• 1 minAvoid Saying Unfortunately

  This one-minute video gives 3 strategies for avoiding saying the word 'unfortunately' in conversations - especially with customers.

• 1 minAvoiding Escalations

  This video covers some of the key points around avoiding having to escalate a call or conversation to a manager or a supervisor. Knowing a phrase or two may help reduce the need to escalate a call and help build confidence for the customer and yourself!

• 1 minAvoiding Unconscious Bias

  Unconscious bias may be triggered by a few things. This video explains ways you can avoid making a decision with unconscious bias.

• 10 minAward Winning Emails

  This 10 minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award winning experience for your customers.

• 10 minAward Winning Outbound Calling

  This 10 minute video module explains 11 specific things you can focus on to ensure your outbound calls are top notch and provide the customer with the best possible experience.

• 10 minAward Winning Social Media Interactions

  This video help explain some of the key ways to provide excellent service while interacting on social media platforms - particularly Facebook.

• 1 minAward Winning Telephone Techniques Criteria 1 - Time to Answer

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 1: Time to Answer (from conclusion of relevant call prompt) - the call is answered within 10 or 20 seconds

• 1 minAward Winning Telephone Techniques Criteria 10 - Value Add

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 10: Value add - it's about Personalised offers for future needs to add value, build customer relationship and reduce customer effort to engage e.g. promotes and refers caller to the website and offers to send information

• 1 minAward Winning Telephone Techniques Criteria 2 - Professional Greeting

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 2 - Professional Greeting (how and what is said) - it's about how the greeting clearly identifies Company/Name/Department as appropriate, plus ‘Good Morning/Afternoon’ or similar and you feel as though they are pleased to speak to you

• 1 minAward Winning Telephone Techniques Criteria 3 - Quality of Listening

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 3 - Quality of Listening - it's about demonstrating active listening skills and paraphrase/qualify/reflect

• 1 minAward Winning Telephone Techniques Criteria 4 - Call Control

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 4: Call Control - it's about the call being well facilitated and using questions to establish needs

• 1 minAward Winning Telephone Techniques Criteria 5 - Product / Service Knowledge

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 5: Product and Service Knowledge - it's about demonstrating a clear understanding of the product/service

• 1 minAward Winning Telephone Techniques Criteria 6 - Sales Awareness

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 6: Sales Awareness - even if you're not selling, it's about moving the customer along to the next logical step. Any sales potential is demonstrated and exploited

• 1 minAward Winning Telephone Techniques Criteria 7 - Call Conclusion

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 7: Call Conclusion - it's about closing the call professionally. The call is concluded positively with any outstanding points clarified

• 1 minAward Winning Telephone Techniques Criteria 8 - Overall Attitude

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 8: Overall Attitude - it's about the call being handled with a positive attitude – warm, smiling and polite.

• 1 minAward Winning Telephone Techniques Criteria 9 - Professionalism

  crmconsulting.co.nz has the top 10 criteria for Award winning telephone techniques. Here is a fun look at Criteria 9: Professionalism - it's about consistent use of positive language, positive tone and no conversational slang.

• 10 minAward winning telephone tecniques part 1

  This 10 minute video focuses on the first five of ten telephone techniques that will help set you apart and above others in the contact centre industry and indeed for any phone based roles. These techniques are based on Awards criteria and are suitable for all centres around the world. The five criteria are: 1. answer time 2. telephone greeting 3. quality of listening 4. call control 5. product knowledge.

• 10 minAward winning telephone tecniques part 2

  This 10 minute video focuses on the first five of ten telephone techniques that will help set you apart and above others in the contact centre industry and indeed for any phone based roles. These techniques are based on Awards criteria and are suitable for all centres around the world. The five criteria are: 6. sales awareness, 7. call conclusion, 8. overall attitude, 9. professionalism, 10. value add.

• 1 minBaby Boomers

  Baby Boomers are born between 1946 and 1964. Here are a few tips on how to work with them.

• 1 minBad News, Good News

  This one minute video explains a simple process to help our customer have a positive experience even when you share bad news.

• 10 minBasic Te Reo Māori in the Workplace Part 1 (10 min)

  In this video we explain some background to te reo māori, pronunciation and greetings and farewells and how you can use these in the workplace. In part 2 we will look at your pepeha including introducing yourself, meanings of common Māori words and place names

• 10 minBasic Te Reo Māori in the Workplace Part 2 (10 min)

  In this video we look at understanding the meanings of common Māori words, delve into your pepeha, which includes introducing yourself, and familiarizing yourself with Māori place names.

• 10 minBasic Te Reo Māori in the Workplace Part 3 (10 min)

  The third video in the series of Basic the reo Māori in the workplace. This video covers Māori customs and protocols including Tangihanga (funerals) and Maraes, Matariki and more place names.

• 1 minBeing a Great Meeting Participant

  This one minute video gives five things you can do to be a great participant at meetings.

• 10 minBeing a New Leader

  This 10 minute video covers some core leadership basics and is a good refresher for all leaders. You will learn about leadership styles and some useful leadership tips. It also includes some tips on how you can ease into a new leadership role and how to deal with former peers.

• 10 minBeing Assertive

  In this 10 minute video we explain what assertiveness is and how you an be more assertive. You will learn about the difference between assertive, passive and aggressive behaviour and how to apply the principles in your role.

• 1 minBeing Assertive

  Some tips on how to be more assertive. Understanding the difference between passive, aggressive and assertive behavioural styles.

• 1 minBeing Flexible at Worlk

  This 1-minute video explains a few ways you can be more flexible at work and what you make as your focus.

• 1 minBeing Likeable through Empathy

  This 1 minute video uses the word Empathy as an acronym to be able to be more likeable using empathetic ways.

• 10 minBeing Part of a Team

  This video shares ideas on how you can contribute to a team more effectively. You will learn about different roles and tasks associated with teams. We will look at feedback, contributions and working cooperatively.

• 1 minBeing Polite

  In this video, we demonstrate some of the benefits and ways of being polite.

• 1 minBeing Present

  In this video, we explain how important it is to be present and focus when talking with a customer or colleague. There are a few things you can do to be present. This is one of the four basic fundamentals of the FISH! Philosophy.

• 10 minBeing Productive

  This 10 minute video explains ways to be more productive including how to get started on a task, avoiding distractions and some time management concepts. There is a workbook for this video.

• 1 minBeing Resilient

  This video shows you some key things you can do to become more resilient. We all have things that cause us concern and there are things we can do to help deal with them better.

• 10 minBeing World Class in your Field

  This 10 minute video module will help you understand what it takes to be a world class organisation. It focuses on customer expectations, best practice and what sets world class organisations apart from others.

• 1 minBest Phrases to Conclude Meetings

  This one-minute video outlines nine phrases you can use to effectively bring a meeting to a close.

• 10 minBest Practice Decision Making

  This video takes you through a practical process to make better decisions, introduce you to some simple tools to help make better decisions and highlight common traps to avoid. Using best practice decision making will help you defend decisions you make effectively and give you more confidence in making decisions.

• 1 minBetter Decision Making

  This video explains 5 steps you can take to improve your decision making skills.

• 1 minBetter Decision Making with the 10-10-10 Rule

  The 10-10-10 rule developed by Sue Welch helps you evaluate decisions by considering time frames that will elapse after the decision is made. This video gives you three specific ways to use this rule.

• 1 minBoost Your Motivation at Work

  This one minute video shares four ways you can boost your motivation levels at work.

• 1 minBoosting Adaptability Skills

  Adaptability skills are one of the most sought after soft skills by employers. Here are 4 ways you can boost your adaptability skills.

• 1 minBoosting Confidence

  We often need to pick ourselves up and recover from low self-esteem or lack of confidence. In this video, we share some tips on how to build self-confidence.

• 1 minBoosting Creativity When You're Stuck

  This 1-minute video shares 4 things you can do if you find yourself a little stuck in the creative process.

• 1 minBoosting Productivity and Beating Burnout

  This video focuses on five things you can do to help boost your positivity and beat burnout. It focuses on one questions which will help you focus on what matters most.

• 1 minBuilding Better Routines

  Routines can be good but could they be better? This video explains four ways you can improve your routines.

• 1 minBuilding Rapport

  Understanding how to build rapport can provide you with more confidence when talking with customers either on the phone or face to face or indeed in any given situation. It can be hard when you first meet somebody, so this video shows a few key things you can do to build rapport quickly.

• 1 minBuilding Resilience

  Resilience is something everyone can learn. In this video, you will learn 5 ways to help build resilience.

• 1 minBusiness Cases and ROI

  At some point you will need to ask for money for something at work and may need to justify the expenditure. Knowing how to put a simple business case together with some promise of a return on investment (ROI) can really help your chances. This video shares some of these key tips.

• 10 minBusiness Storytelling

  This 10 minute video explains what business storytelling is, how to share the story of your business and why it's important to know the story

• 10 minBusiness Writing Skills

  Writing in a professional setting is often known as business writing. It should be clearly written in a purposeful way that is effective so the relevant information is conveyed in a concise manner. Business writing can include reports, client proposals, emails. Memos and other notices. During this video we will look at Audience, planning and purpose, How to write effectively and templates

• 1 minCall Evaluations

  This one minute video gives five tips and ideas when using call evaluations.

• 1 minCalming Anxiety in the Moment

  This 1 minute video gives four tips in dealing with anxiety and getting in control quickly.

• 1 minCalming Upset Customers (Sorry, Glad, Sure)

  Knowing how to calm down an upset customer is a key service skill. Whether they are angry, frustrated or emotional, the techniques in this video can help you out. Used with permission. marygober.com .

• 1 minChanging People's Behaviour

  This 1 minute video explains how you can positively influence people to change their behaviour rather than doing it aggressively.

• 1 minChoose your Attitude

  Choosing your attitude is a fundamental principle about self control. Your attitude is the one thing that's totally yours to control. This video highlights some things to help you choose a positive attitude.

• 1 minChristmas Party Etiquette

  Christmas office parties can be potential difficult to manage. This video gives four ways to help staff and managers enjoy the party safely and respectfully while keeping it fun and professional.

• 10 minClosing the Sale

  This video covers ways to improve your confidence in closing a sale. There are several types of sales closes and we discuss some of them here with examples. Learn some key techniques in being able to ask for the business and successfully close a sale.

• 10 minCoaching for Change Part 1

  This 10 minute video module explains the first 5 of 10 principles for coaching for change. The second 5 principles can be found in Part 2. These 10 principles help explain how you can effectively coach to effect change and not just tick the coaching box.

• 10 minCoaching for Change Part 2

  This 10 minute video follows on from part one and discusses an additional 5 key principles of coaching and feedback. These 10 principles help explain how you can effectively coach to effect change and not just tick the coaching box.

• 1 minCoaching the Individual

  Video on how to coach people as individuals. Whether you are a manager or peer coaching, these tips will help you know how to get the most out of coaching people recognising everyone responds in different ways.

• 1 minCognitive Load

  This 1 minute video explains what cognitive load is and how to reduce it. Ideal for presenters, trainers, teachers and those running meetings or disseminating information.

• 1 minCollaboration

  This 1 minute video outlines how to collaborate effectively following 4 steps.

• 10 minCollaboration Skills

  In this video you will learn about collaboration in the workplace, examples of collaboration skills and 5 ways to become a good collaborator

• 1 minCollecting Debt

  In this video you will learn how to effectively collect debt. There are five things to enhance your debt collecting abilities.

• 1 minCommunicating Under Pressure

  It's normal to be under pressure at times. It's important to still communicate when under pressure. This 1 minute video shares six tips for being able to communicate under pressure more effectively.

• 10 minCommunication Skills

  This 10 minute video explains about communication, tone, modulation and body language.

• 10 minComplaint Handling

  This 10 minute video explains ways to handle complaints effectively and what to include in a complaints handling process.

• 10 minConsultative Selling

  This video will help you understand what consultative selling is, how best to uncover customer needs and how to add value.

• 10 minContinuous Improvement

  This video will help you understand what continuous improvement is and why it matters. This course will help you identify opportunities for improvement in your role, apply a simple cycle of improvement, use practical tools and take small actions to improve how work gets done. This video will help you understand what continuous improvement is and why it matters. This course will help you identify opportunities for improvement in your role, apply a simple cycle of improvement, use practical tools and take small actions to improve how work gets done. This video will help you understand what continuous improvement is and why it matters. This course will help you identify opportunities for improvement in your role, apply a simple cycle of improvement, use practical tools and take small actions to improve how work gets done.

• 1 minCoping Under Fire on the Front Line

  Many people working on the front line in call centres, receptions or retail experience abusive or angry people. This video explains 5 things you can do to help those situations have a better outcome and give you some coping mechanisms.

• 10 minCoping with Redundancy

  This 10 minute video discusses some key aspects around coping with redundancy. There are some positive steps that can be taken to take control.

• 1 minCourageous Conversations

  This video helps to explain how to hold a courageous or difficult conversation.

• 1 minCreating a Positive Employee Experience

  This 1 minute video explains five things you can do to help employees have a positive experience at work.

• 10 minCreating a Positive Training Environment

  In this 10 minute video we explain the importance of setting up the training environment well. We include details about the venue and factors which affect the participant's comfort. You will also learn some details around room layouts and providing a safe learning environment.

• 10 minCreativity and Innovation

  This 10 minute video explains how to improve and encourage creativity and innovation in the workplace. Creativity is coming up with new ideas and innovation is looking for better ways to do existing things

• 10 minCrisis Management Part 1

  A crisis can strike an organisation unexpectedly. This video and Part 2 focus on five areas to help prepare for and navigate a crisis that may arise. This video focuses on crisis management principles and a crisis communication plan.

• 10 minCrisis Management Part 2

  A crisis can strike an organisation unexpectedly. This video and Part 1 focus on five areas to help prepare for and navigate a crisis that may arise. This video focuses on Forming a Crisis Communications Team, Giving a Public Response and Closing a Crisis.

• 10 minCritical Thinking

  This 10 minute video explains what critical thinking is, the steps of critical thinking and ways to improve your critical thinking skills. This is ideal for decision making and problem solving as well as project management.

• 10 minCultural Awareness

  This 10 minute video explains how cultural awareness is important in business and what you can focus on to improve awareness and benefits of cultural diversity. Culture is not just the colour of our skin, it is our upbringing, religion, morals, sexual orientation, choices we make, family and the way we live. It is important that you learn to respect others and try and keep the communication lines open.

• 1 minCuriosity and Continuous Learning

  This 1 minute video shares 4 ways you can create an environment of curiosity and continuous learning to help you stay flexible and keep your skills sharp.

• 1 minCustomer Effort

  This one minute video explains what Customer Effort is, what Customer Effort Score means and four ways to reduce customer effort.

• 10 minCustomer Experience

  In this video we will look at what customer experience is, how to improve customer experience, empowering employees, and aiming for the perfect experience.

• 10 minCustomer Retention

  Customer retention is a vital to businesses and this video will help you understand key ways to keep customers and handle retention calls when customers are looking at cancelling your service. You will also understand the lifetime value of a customer and discover ways to keep customers longer.

• 10 minCustomer Service Excellence

  In this 10 minute video version, we explain the importance of delivering excellent customer service. There are a number of things every person in the organisation can do to provide great service. It is not just the responsibility of the customer service team or receptionist. every one in the business should be looking to provide great service to all customers - external and internal.

• 1 minCustomer Service Recovery

  1 minute video on using the H.E.A.R.D. technique on dealing with a complaining customer

• 1 minCustomer Service Tip - C.A.R.P.

  This video shares a 4 step process to help you deliver a great customer service experience - especially if there's a problem to resolve for the customer.

• 10 minCustomer Win Back Techniques

  This video looks at ways to win back customers that have stopped using your services and ways to build customer loyalty.

• 10 minCybersecurity

  This 10 minute video course explains what cybersecurity measures can be taken by individuals and organisations to help prevent a cyber attack.

• 1 minDaily Team Huddle

  This 1 minute video shares five things you can do in a daily team huddle to start the day off well with your team.

• 10 minDe-escalation Techniques

  Learn essential de-escalation techniques to stay calm and professional in tense situations. This video is perfect for anyone in customer service, healthcare, hospitality, or any role involving face-to-face interactions. We cover what de-escalation is, why these skills are crucial, practical techniques and scenarios, risks of not training, and training model suggestions. Watch to master these skills and ensure positive outcomes in any challenging environment!

• 1 minDealing with a Silent Colleague or Customer

  If you have colleagues, co-workers or customers who just don't respond or are silent, we give you a few tips to get them to open up.

• 1 minDealing with Aggressive Staff Members

  1 minute video explaining the process of dealing with aggressive staff members. You could also use this in other situations when someone is displaying aggressive behaviour.

• 1 minDealing with Anxiety & Stress

  Anxiety and stress are commonplace. In this video, we look at some of the ways you can help deal with these feelings.

• 1 minDealing with Bad Attitudes

  This 1 minute video gives some tips of how to avoid creating bad attitudes within the team and 4 steps on how to deal with them if they arise.

• 10 minDealing with Change

  This 10 minute video deals with change and how to deal with it in the workplace. You will learn ways to embrace change and help others with change.

• 1 minDealing with Change

  Change is inevitable but many people struggle with it. Here are some tips on how to deal with change.

• 1 minDealing with Criticism

  We all get criticised in our lives - it's how we deal with it that makes the difference. This video explains how we can better deal with negative feedback or criticism.

• 1 minDealing with Extroverts

  This video explains five things you can do to improve your relationship with Extroverts.

• 1 minDealing with Introverts

  This video explains five things you can do to improve your relationship with Introverts.

• 1 minDealing with Know-it-all Customers

  How to handle customers or colleagues who think they know better and have lots of information.

• 1 minDealing with Rude People

  This 1 minute video gives five tips for dealing with rude people.

• 1 minDealing with the Non-stop talking Customer

  Here are a few tips on how to deal with customers who like to talk and when you need to move the conversations along.

• 10 minDebt Collecting Skills

  This 10 minute video course will help you understand the debt collection process, how to handle objections when debt collecting and being prepared to make debt collecting calls.

• 1 minDecision Making

  This one minute video helps you to understand the key components of decision making.

• 1 minDefusing Angry Customers

  Angry customers can be difficult to deal with. In this video we explain some steps you can take to defuse the situation quickly and take control.

• 10 minDelegation

  In this 10 minute video you will learn some tips on delegation and some techniques to easily apply in your role. We will also cover the steps and levels of negotiation.

• 1 minDelegation

  Delegation is something we often avoid doing or it's something we don't do well. In this video, we give four tips on how to make delegation more effective.

• 10 minDeveloping Mental Endurance

  This video explains ways to build mental stamina and tip for developing mental endurance. Athletes are great examples of using mental endurance to reach their goals and at times we need more than to just be resilient, we need to be actively building mental strength to take us to the next level.

• 10 minDeveloping Training Sessions Plans

  This 10 minute video discusses developing session plans for training. You will learn how to plan for contingencies, using equipment and the flow of sessions.

• 10 minDifficult Conversations

  This video helps you understand how to hold an effective difficult or courageous conversation. It also provides tools for giving and receiving effective feedback.

• 10 minDifficult Customer Types

  This 10 minute video contains information on how to deal with various difficult customer types including the non stop talking custmer, angry customers, know-it-all customers and customers with a language barrier. You will learn a number of techniques in dealing with these types of customers.

• 1 minDiffusing Anger

  1 minute video on how to diffuse anger using the 4 step CALM technique

• 1 minDisarming a heated conversation

  This one minute video explains a technique you can use to disarm a conversation that is getting heated.

• 10 minDiscretionary Effort

  This 10 minute video talks about discretionary effort and how to get more from our teams. It also covers what works best in order to encourage people to go the extra mile.

• 10 minDiversity, Equity and Inclusion

  This 10 minute video explains the difference between diversity, equity and inclusion. It also covers of ways individuals and organisations can improve the way these three areas are incorporated.

• 1 minDo it right first time

  1 minute video explaining the benefits of doing something right the first time as well as how to do it especially when under stress or a heavy workload.

• 10 minDoor to Door Sales

  This 10 minute video explains several key aspects of door to door sales including preparation, territory, what to say, objections and value proposition. You will learn some key aspects in being effective in a door-to-door sales role that will assist you getting the right head space and give you some strategies that will help you succeed in boosting your objectives.

• 1 minDove personality type

  This one minute video explains about the Dove type personality and to relate well with them.

• 1 minE.D.G.E. Teaching Tip Method

  The E.D.G.E. teaching method is a four step process to help people learn how to perform a task. It was developed in the scouting movement and is a simple way to teach others how to do something.

• 1 minEagle personality type

  This 1 minute video explains about the Eagle type personality and how you can relate to them better

• 1 minEat the Frog

  This 1-minute explains the 'Eat the Frog' technique. It focuses on the idea that you should complete the most important task of the day first, before anything else.

• 1 minEffective AI Prompts

  It is essential to use effective prompts in order to get the best results out of AI systems. This video shares some ideas around using the most effective prompts.

• 10 minEffective Performance Reviews

  This 10 minute video explains what a performance review is, what opportunities you have in a review, how to organize and run a performance review (appraisal) and what to avoid saying.

• 10 minEffective Research Interviews

  This 10 minute video explains how to conduct effective research interviews or surveys. Whether you do these survey interviews over the phone or in a face to face situation, you will learn how to be prepared for an interview, skills to manage the interview and tips to take your interviewing skills to the next level.

• 10 minEffective Salary Negotiations for Managers

  This video module explores key aspects to help mangers hold effective salary negotiations. It includes a sample scenario discussion and tips for handling difficult situations and ideas to be prepared and what to research before conducting the discussion.

• 1 minEffective Training Programmes

  Training programmes can be more effective if they incorporate a number of areas. This video explains five basic steps that you can follow to ensure your programmes are hitting the mark and getting results.

• 1 minEffective Training Rooms

  Whether you regularly train or have a one-off assignment, this video outlines what you can do to ensure the room is set up to create the maximum benefit for the group.

• 10 minEffective Training Sessions

  This video explains how to prepare for and run training sessions effectively. You will learn about barriers to successful training and how to overcome these barriers, how to ensure your participants are engaged, contingency plans and ways to assess the effectiveness of the session

• 1 minEmail Tips

  In this video we share some key tips for managing your email / outlook more effectively.

• 1 minEmailing different age groups

  In this 1 minute video, we explain ways you can consider communicating to the different age groups through email.

• 10 minEmotional Clients and Colleagues

  In this 10 minute video, we explain about emotional trauma and what can cause it and some of the best ways to deal with someone who has it. You will learn the background for some of the reasons people become emotional, steps to assist them and things you can say.

• 10 minEmotional Intelligence

  10 minute video module about emotional intelligence. Included are components about EQ and self awareness, self regulation, social awareness, relationship management and how to handle emotions.

• 1 minEmotional Intelligence

  Emotional Intelligence is a way of understanding how the emotions of ourselves and others can impact behaviour. Being aware of how to regulate our emotions and manage our motivations are two of the five areas we cover off in this video in order to raise our levels of Emotional Intelligence.

• 1 minEmotional Intelligence (EQ) at Work

  People with high emotional intelligence or EQ - cooperate better with others. This video shares a few tips on how to practice emotional intelligence.

• 10 minEmployee Engagement

  This 10 minute video on Employee Engagement explains how to engage your teams. It outlines four key areas for you to focus on and gives some key tips on employee engagement.

• 1 minEmployee Engagement

  Employee engagement can be improved by looking at four main areas. Leaders in the business can help their staff by doing some key things. The module on this topic has some more detail. In this video, we introduce the four win themes for improving the engagement of all staff.

• 1 minEmployee Responsibility - Health and Safety

  1 minute video explaining some key points of employee responsibility in Health & Safety

• 1 minEnd Meetings with Actions

  This 1-minute video explains what you should do to ensure meetings are worthwhile by explaining meeting actions.

• 1 minEngaging Remote Staff

  In this 1 minute video we provide 5 tips for you to help engage your staff members that are working remotely.

• 10 minEnvironmental Sustainability

  This 10-minute video explains what environmental sustainability means in the workplace, strategies to reduce waste and energy, creating a culture that values sustainable choices, tools to track and measure progress and practical actions you can take immediately.

• 10 minErgonomic Home Office Setup

  This 10-minute video course explains how you can set up an ergonomic home office. Tips from this video are also valid for a corporate office environment. New evidence suggests new ways to look at health and safety for office-based workers whether at home or in an office building. This video was produced in consultation with Provention.

• 1 minESOL - English as a 2nd Language

  How to communicate with people whose 2nd language is English or when their English language skills are still needing improvement.

• 1 minFeatures & Benefits

  In this video, we highlight the difference between a feature and a benefit and how important it is to link a benefit for your customer to a feature of your product or service.

• 1 minFinding your Why

  This video will help you understand what your 'why' is and the importance of knowing why you do what you do.

• 10 minFirst Contact Resolution

  This video explains what first contact resolution (FCR) is and why it's important for your customers and your business. You will also learn some handy tips for ways to improve your first contact resolution.

• 1 minFISH! Philosophy

  This video explains the four basic components of the FiSH! Philosophy.

• 1 minFist to Five Consensus Technique

  This 1 minute video explains a technique to help gain a group consensus. Fist to Five or Fist of Five is a quick way to check on your team's agreement.

• 10 minFix the Customer First

  In this 10 minute video you will learn how to put the customer first and sort out the problem or issue later. We will cover examples to follow, company rules to be aware of, what hold ups do to customers and benefits of understanding and using this principle of putting the customer first.

• 1 minForming Teams

  When a team first comes together, we refer to it as the forming stage. The team's goal is to move to the storming stage quickly. This video shares some ideas on how to move the team along.

• 1 minFormula for Change

  This is the simple formula for change. before making a change, consider what it is that you're dissatisfied about, what would you like to have (vision), what are the first steps you need to take and what are the resistances from stopping you? When the resistances are not as great as the dissatisfaction, vision and first steps, you're ready to change.

• 1 minFour 'P's of the Voice

  This 1 minute video explains 4 different things you can do to help improve the sound of your voice and enhance your communication

• 10 minFraud Awareness

  This 10-minute video focuses on dealing with fraud and suspicious behaviour. It deals with fraud in the workplace and how to spot it. Covering fraud prevention, red flags, laws and regulations as well as employee fraud.

• 10 minFundamentals of Selling and Service

  This 10 minute video explains the basics of selling and service including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale.

• 1 minFunnel Questions

  This one minute video explains how to use funnel questions to get more detail and increase the confidence of the person responding. it's a technique used by investigators and detectives to gather more information in a systematic way.

• 1 minG.O.A.T. Goal Setting Framework

  This 1 minute video shares a 4 step goal setting process to help you more likely achieve your goals.

• 1 minGeneration X

  Generation X are born between 1964 and 1980. Here are a few tips on how to work with them.

• 1 minGeneration Y

  Generation Y (millennials) are born between 1980 and 1995. Here are a few tips on how to work with them.

• 1 minGeneration Z

  Generation Z are born after 1995. Here are a few tips on how to work with them.

• 10 minGiving & Receiving Feedback

  This 10 minute video describes how to give and receive feedback. It covers encouraging and developmental feedback as well as descriptive and evaluative feedback and tips for receiving feedback.

• 1 minGiving Activity Instructions

  This one minute video outlines the steps to giving instructions when running an activity with a group. It's important to get the steps right so everyone knows what they are to do and to get going at the same time.

• 1 minGiving Feedback (DESCCO)

  This video focuses on how to give feedback to someone using the DESCCO method.

• 10 minGiving instructions in the workplace

  This video explains how to give effective instructions in the workplace including steps to give clear instructions, understanding the audience needs and visual aids that can help.

• 1 minGiving Positive Feedback (SBI)

  1 minute video on giving positive feedback using a 3 step method. Anyone can use it.

• 1 minGoal Setting (SMART)

  A brief video on goal setting with SMART goals. Understanding of making goals specific, measurable, agreed, realistic and time-bound

• 1 minGreat Customer Service Tips

  This 1 minute video explains 5 ways you can provide great customer service.

• 1 minGreat Leadership Initiatives (1 min)

  This one minute video explains four things you can do as a leader to help your teams perform at higher standards. People want to perform meaningful work. Help them understand what that means for them.

• 1 minGreat Meetings

  1 minute video on four things to help you run great meetings

• 1 minGROW Model for Coaching

  This 1 minute video outlines how to use the GROW model for coaching. Goal, Reality, Options, Way forward

• 10 minGrowth mindset

  In this video you will learn what a growth mindset is, how to develop a growth mindset, strategies you can try out and the benefits of a growth mindset.

• 1 minH.A.R.D. Goals

  This 1 minute video explains what H.A.R.D. goals are and how you can set them to achieve more.

• 1 minHandling Calls with Confidence

  This 1-minute video shows you how to be more confident on your calls - especially when you may not know the answer. Follow three simple steps to help you grow your confidence.

• 10 minHandling conflict

  In this video, we explain in detail about handling conflict. We cover off ways to tackle conflict, types of conflict and how you can use conflict effectively in the workplace. Learn how to manage conflict and techniques for delaing with it.

• 1 minHandling Conversations about Additional Costs

  This 1-minute video gives a 3-step process for handling calls about fuel surcharges or other increases in costs to customers.

• 10 minHandling Difficult Customers

  Difficult Customer Techniques - This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You will learn a few techniques on dealing with difficult customers.

• 1 minHandling Difficult Customers - The L.A.S.T. Technique

  This video shows 4 simple steps to calm down and deal with a difficult or challenging customer.

• 1 minHandling Objection Tips

  This one minute video highlights three tips for handling sales objections

• 1 minHaving Fun

  Having fun or play at work is one of the four basic fundamentals of the Fish! Philosophy. In this video, we give you five things you can do to have fun at work.

• 10 minHealth and Safety Basics

  This video outlines some important aspects of health and safety in the workplace including employees' personal responsibilities. You will learn about RSI, hazards and emergency procedures.

• 10 minHealth and Wellness

  In this 10 minute video module, you will learn some key skills on helping develop a better work / life balance and ways to improve your health and wellness at work.

• 1 minHealth Tips Working from Home

  In this 1 minute video, you will learn 4 tips to help stay healthy while working from home.

• 10 minHigh Performing Teams

  This 10 minute video explains leadership styles around situational leadership and the 4 team stages. It gives tips on what to do in each required situation, how to adapt and how to move your team to be a high performing team.

• 1 minHow to Enjoy Things you Hate Doing

  This 1 minute video explains how to change your approach in order to enjoy things you don't like doing more. Based on the Premack principle, learn what Temptation Bundling is and how it can help you.

• 10 minHow to Research and Write using Generative AI Tools

  This video explains how to effectively research and write using generative AI tools. Areas covered include What generative AI tools are, how to use these tools for research, tips for writing and ethical considerations.

• 1 minHow to Say No Nicely

  There are 4 easy steps to follow when you need to say 'No'. This video outlines those steps and helps you understand how saying 'No' can be easier than you might think.

• 1 minHow to Say No Nicely to a Customer

  This 1 minute video shows how you can say no nicely when talking with a customer. Check out the 4 easy steps to follow.

• 1 minHow to Say Sorry

  In this video, we share some key steps to follow in order to provide a sincere and heartfelt apology.

• 10 minHow to Strengthen your Adpatability Skills

  Adaptability is a highly prized skillset that employers favour. This video module details what adaptability skills are, components of adaptability and strategies to strengthen your adaptability.

• 10 minHow to Thrive as an Accidental Manager

  This video explains what you can do if you have been promoted to a manager's role without any real training. An accidental manager is someone who was good at their role and was made a manager because of their results. This video help explain the steps that can be taken to begin your managerial role and ideas for managing former peers.

• 1 minImproving Critical Thinking

  This 1 minute video explains what critical thinking is and gives six tips on what you can do to improve your critical thinking skills.

• 1 minImproving productivity (3x3) Tip

  This 1 minute video shares a special three way tip to help improve productivity.

• 1 minImproving Self-Awareness

  Self-Awareness is something useful to improve as it helps us understand our impact on others. This video gives five tips on improving Self-Awareness

• 1 minImproving your Communication

  This 1 minute video explains 4 techniques for improving your communication

• 1 minIncreasing productivity with the 1 3 5 Rule (1 min)

  This one minute video explains a great productivity tip - the 1-3-5 rule. Learn what this rule is about and how you can implement it in your role.

• 1 minIndifference

  1 minute video on how to overcome indifference

• 1 minInfluencing Others

  This 1 minute video shares some key phrases you can use to influence people to do what you would like them to do. It's especially useful in sales or for getting a commitment.

• 10 minInfluencing Skills

  In this 10 minute video, we explain how to improve you influencing skills. You will learn the six laws of influence, seven traits of influential people as well as the difference between persuading, manipulation and negotiating.

• 1 minIntent and Impact

  This video explains the difference between the intent someone has when they do or say something versus the impact it can have.

• 1 minInternal Customer Service

  Internal customer service is the culture where everyone in the organisation is helping the customer - either directly or indirectly. This 1 minute video gives 4 ways to improve your own internal customer service.

• 10 minInterviewing Skills

  In this 10 minute video we discuss the crucial components of interviewing someone for a role. Included is the preparation, the details of the role, the structure and questions for the interview and avoiding the wrong types of questions.

• 10 minIntroduction to Coaching

  This 10 minute video introduces the topic of coaching effectively and goes some tips to ensure coaching is done well. The grow model is explained and some factors around helping people have the desire to be coached and to make change happen.

• 1 minKeeping Hold of Good Employees

  This 1-minute video explains three specific things you can do to keep hold of good employees.

• 10 minKeeping your Customers Informed

  This 10 minute video helps to outline the reasons why you should keep customers informed and always contact them to update with information and stay in touch. You will learn some key tips on why to keep customers informed and how to do it.

• 10 minKnow your Business

  This 10 minute video will help you understand the importance of being aware of your business, its mission, vision and values, as well as keeping information current and that there may be things you can and cannot say to customers.

• 1 minKPIs

  This one minute video discusses what a KPI (Key Performance Indicator) is and some best practice around setting them.

• 1 minLeading in a VUCA World

  This 1 minute video gives 5 tips on what you can do to help lead changes a VUCA world. (Volatile, Uncertainty, Complexity, Ambiguous)

• 1 minLeading Questions

  This 1 minute video explains what leading questions are and discussed four examples of leading questions. You can use these four methods to help people make decisions.

• 10 minLeading Remote Teams

  This 10 minute video module describes six areas you can do to lead remote or virtual teams effectively.

• 10 minLearning and delivery styles

  This 10 minute video is all about learning and delivery styles. This is ideal for anyone who people who traing other staff or for leaders looking for insights into various styles that work in learning and in the working environment.

• 10 minListening Skills

  In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating.

• 1 minListening Skills

  This video explains some key aspects of listening including active and reflective listening. Some statistics about listening are mentioned.

• 10 minLive Chat Etiquette

  This 10 minute video explains what Live Chat is and ten criteria you should be consider while providing a live chat service. Concentrating on doing well in these ten criteria will help you be at the top of your game and ensure your customers have a great experience.

• 1 minLive Chat Tips - Webchat

  This one minute video looks at five basic tips to providing a good customer experience through live web webchat.

• 1 minMake their Day

  In this video, we explain some ways to help make the day of another person. This could be a customer, work colleague, staff member or manager. One of the four fundamentals of the Fish! Philosophy is 'Make Their Day'

• 1 minManaging Conflict

  This 1 minute video explains a four step process you can follow to manage a conflict situation. Whether you have a conflict with a customer, colleague or manager, these steps can be followed.

• 10 minManaging customer needs

  In this 10 minute video module, we explain the importance of managing the needs of your customers and ways in which you can do that. It starts with good listening and understanding your customer so you can lead them to the best outcome.

• 10 minManaging Difficult Trainees

  10 minute video on how to manage difficult trainees in a training session or presentation. Learn some ways to deal with people who exhibit various difficult behaviours.

• 10 minManaging Gen Z in the Workplace

  Gen Z, born between 1997 and 2012 are the newest generation entering the workforce. In this video we explain who Gen Z are and how they see the workplace, the challenges managers can face, what gaps exist, strengths Gen Z can bring and practical strategies for supporting and managing them effectively.

• 1 minManaging Information Tip 1

  This is a time saving technique on how to manage information better. We all have busy desks and workplaces. Try this tip in order to reduce time on dealing with information as it comes in.

• 1 minManaging Information Tip 2

  In this video we look at how you can manage incoming information more effectively. We discuss the 4 'R's which will be a time saving measure in any working environment.

• 1 minManaging Interruptions

  In this video, we help you to understand how to manage interruptions. There are some simple things you can do to help be more effective in your time.

• 1 minManaging Persistent Lateness

  1 minute video giving four tips to help managing persistent lateness

• 10 minManaging Social Media

  10 minute video on managing social media including ways to manage it, informing staff, managing risks and tips for good results.

• 10 minManaging Stress

  This 10 minute video covers various aspects of managing stress including the body's stress response, good and bad stressors, ways to manage stress and the flight or fight response.

• 1 minManaging Stress

  How to manage your stress levels better. Some tips on dealing with stressful situations.

• 1 minManaging Stress with Mindful Breathing

  This 1-minute video shares how you can relieve stress instantly with a simple process that takes just 60 seconds. Use it when feeling stressed at any time.

• 10 minManaging Threats of Self-Harm or Suicide

  This video looks at what you can do when someone threatens self-harm or suicide and what support can be given to someone who has experienced such calls or conversations. This video has been made in conjunction with Lance Burdett of Warn International - specialists in managing threats of self-harm and suicide.

• 10 minManaging your Boss

  Managing your Boss can help improve your working environment and relationships. It's not about manipulating your Boss, it's about establishing a better working relationship with them. The video includes strategies for managing your boss, different manager types and improving communication.

• 1 minManaging your Boss

  This video shares 5 tips on how to manage your boss and have a better working relationship. This is not about manipulating your boss but rather how to more effectively communicate with them.

• 1 minManaging your Response

  This 1 minute video explains how your response to events can greatly influence the outcome. the E+R=O formula is described.

• 10 minMastering Analytical Thinking

  Mastering analytical thinking involves breaking down complex problems into manageable components. This video looks at what analytical thinking is, how you can enhance analytical thinking skills and the benefits to you and your organisation.

• 10 minMenopause in the Workplace

  Menopause directly affects a significant proportion of any workforce and indirectly affects many more. This video explains what menopause and andropause are, common symptoms, how performance at work can be affected and how low-cost adjustments can make a difference. Understand how you can make a difference in creating a supportive environment.

• 10 minMental Health Recovery from the Pandemic

  During this 10 minute video, we will discuss what impacts the pandemic has had on us mentally, ways employers can assist employees and tips and techniques for managing mental latency. We also look at the positives we can take from the pandemic.

• 1 minMicroaggressions

  Micro aggressions are a form of casual racism and many people might not realise they use them. This video explains what a micro aggression is and some examples.

• 1 minMindful Productivity

  This video helps you understand how to overcome distractions and achieve more with less stress. It outlines for tips to help you work smarter.

• 10 minMindfulness

  This 10 minute video on mindfulness explain what mindfulness is, meditation techniques and the benefits and tips for mindfulness at work.

• 1 minMindfulness

  This 1 minute video explains some simple tips to practice mindfulness.

• 10 minModern Slavery Awareness

  This 10-minute video will help you understand what modern slavery is, where is can exist, how to recognise the signs and what you can do to help prevent it.

• 1 minMoments of Truth

  Every contact with a customer is a moment of truth and when something doesn't go well, you define your value. This 1 minute video explains five things to include in each contact to deliver great value to the customer.

• 1 minMotivating Yourself to do Things you Don't Want to do

  This 1-minute video explains how you can reframe thinking to help you be more motivated to do things you may not want to do.

• 1 minMulti-purposing over Multitasking

  This 1-minute video explains how multi-purposing is a smarter way to work than multitasking. It helps boost brain health and productivity.

• 10 minNavigating the Future: AI in the Workplace

  This 10 minute video module explains what Artificial Intelligence is and how you can positively embrace it in your role. In this video we will delve deeper into the world of AI in the workplace, exploring its impact and discovering how individuals can safeguard their careers in this dynamic era.

• 10 minNegotiation Skills

  This 10 minute video explains the steps in negotiation and some tips on how to effectively negotiate. You will learn about the stages of negotiation, a beneficial outcome and useful tactics in a negotiation.

• 1 minNegotiation Skills

  Here are some tips to remember when negotiating.

• 10 minNeurodivesity in the Workplace

  In this video, we’ll explore what neurodiversity means, the strengths and challenges it brings, and how to build truly inclusive workplaces where all minds can thrive. Our goal is to increase understanding, reduce stigma, and create work environments where neurodivergent individuals feel respected, supported, and empowered. In This Video We Will Cover: What neurodiversity is, Strengths and challenges of neurodivergent individuals, Inclusive language and communication, how to support neurodivergent colleagues, Building an inclusive environment and Common myths and misconceptions.

• 1 minNo Blame Apology

  This one minute video explains what a 'No blame apology' is and how to phrase one.

• 1 minNo Excuses Leadership

  This one minute video explains how you can be a 'No excuses' leader.

• 1 minNorming Teams

  When a team really starts to get moving and the roles are clear, it's at the norming stage. In this video we help you understand what you can do to move the team to the performing stage.

• 1 minObjection Handling (feel, felt, found)

  There are a number of techniques for handling objections. In this video, we explain a simple three step process known as the feel, felt, found technique as a way to tackle objections raised.

• 1 minObjection Handling - The Boomerang Technique

  This 1-minute video explains a simple way to turn objections into a benefit.

• 1 minOffering a Solution

  Offering a solution is part of the sales process where you help the customer make a decision. Part of your role is to provide options, discuss with the customer and then make a recommendation based on your knowledge and expertise. A customer may already have formed their own opinion and make a choice prior to a recommendation but often the customer is looking for help from you - the expert.

• 10 minOnboarding New Employees: The Manager’s Impact

  This video explains things managers can do to help the onboarding of new staff members be a great experience. You will learn the structure for success, how to set clear expectations using a 30, 60 and 90 day plan and what you can do to ensure new hires are welcomed and get off to a great start.

• 1 minOpen & Closed Questions

  Understanding how to use the right question type with customers. Avoid using closed questions when trying to gather information. Avoid open questions when clarifying.

• 10 minOrganisational Succession Planning

  This video highlights the importance of succession planning in your organisation. It shares insights into the role of HR, why succession planning is important, the risks of neglecting it, a planning model and creating a succession plan.

• 10 minOutbound Calling

  This video covers the topic of outbound calling including cold calling, preparing for calls, call objectives and preparation.

• 1 minOutbound Calling

  Making outbound calls is sometimes a stressful part of the role. Here we examine a few things to ensure your success rate improves.

• 1 minOvercoming Procrastination

  1 minute video on how to overcome procrastination.

• 1 minOvercoming Sales Objections in 3 steps

  This one minute video looks at overcoming sales objections in three easy steps.

• 1 minOvercoming Umms and Uhhs

  1 minute video on how to overcome the disfluencies or filler words like Umm, Uhh, You know etc

• 1 minOwl Personality Type

  This one minute video explains what characteristics the Owl type personality has and what you can do to relate better with them.

• 1 minOwnership & Accountability

  This video explains the difference between ownership, accountability and responsibility compared to blame, excuses and denial. We can choose to live above the line or below the line.

• 10 minPandemic Awareness

  This 10 minute video can help with any seasonal flu, outbreak or pandemic fears. It explains what a pandemic is, a brief history of pandemics and five specific things you can do to help yourself and others. In 2020 with a coronavirus outbreak happening, this video can give some comfort and advice to employees and individuals to help calm and take action.

• 1 minPandemic Awareness Tips

  This one minute video shares 5 things you can do to stay safe in a pandemic and avoid the risk of spreading a virus.

• 10 minPandemic Fatigue

  Pandemic fatigue is the term given to the emotional, physical and mental tiredness many people are feeling. This video explains about pandemic fatigue, what the symptoms are and how to cope better. Leaders will also find some suggestions to help their teams. Reference to the job index found in this video: https://learnmore.monster.com/job-index-in-the-time-of-coronavirus

• 1 minPaying Attention in Meetings

  This video shares some ways that you can stay on track during meetings. We will often find our minds wandering or thinking of other things. Follow these tips to help you stay focused and contributing.

• 1 minPeacock Personality Type

  This 1 minute video explains about the Peacock type personality and how you can relate to them better

• 1 minPeople who take Feedback Badly

  This video gives you some ideas on how to approach someone who takes feedback badly.

• 10 minPerformance Reviews - Guiding and Supporting your Team

  This video course is designed for managers. During this video module we will help you prepare effectively for reviews by gathering relevant evidence and feedback, facilitate confident, two-way conversations, support staff and help them identify strengths and set SMART goals.

• 10 minPerformance Reviews - Writing Personal Objectives

  This video module is for staff members to help prepare effectively for their own performance reviews. During this video we cover how to prepare using reflection and evidence, how to participate in the discussion with confidence, turning feedback into meaningful action and writing SMART objectives to drive growth,

• 1 minPerforming Teams

  When a team is performing at a high standard, this is called a performing or a high performing team. The important area here is for the team to maintain this level of performance. This is what we discuss in this video.

• 1 minPermission to Ask Questions

  When we need to get information from a customer, it's normally so we can make our live's easier too. Helping the customer see that they also will have a faster, smoother and often safer experience, will help them be more willing to share information with you. This is where the skill of gaining permission to ask questions can really help.

• 10 minPersonal Grooming

  This 10 minute video runs through the areas of personal grooming and hygiene that are important in the working environment.

• 1 minPersonal Mastery

  This 1 minute video explains the concept of personal mastery and a few ways you can best get started.

• 1 minPersonality Types

  1 minute video introducing personality types based on the DOPE test - Dove, Owl, Peacock, Eagle

• 10 minPersuasion Skills

  This video explains what persuasion is, how to develop persuasive skills and persuasion principles.

• 10 minPlanning and Holding Meetings

  This 10 minute video looks at formal and informal meetings, planning meetings and agendas, being a good participant, ground rules and minutes and the benefits of following up after meetings.

• 1 minPomodoro Technique

  1 minute video on the Pomodoro technique to help productivity and assimilation

• 1 minPositive Affirmation

  This video explains the reasons and ways to provide the customer with a positive initial response to query. Not just a positive first impression but a positive response to give confidence to the customer that you can help. Whether it's on the phone or face to face the same principles apply.

• 10 minPositive First Impressions

  This 10 minute video explains in detail how you can create a positive first impression of your business to customers. You will learn some key techniques that will be easy to apply in phone and face to face situations.

• 1 minPositive First Impressions

  Video on how to create a positive first impression. There are some basic things to avoid and some specifics to remember.

• 1 minPowerful Phrases at Work

  In this 1 minute video, you will learn 7 phrases that will help you sound more powerful at work with customers and colleagues. These phrases are positive versions of others that are often used.

• 1 minPowerful Questions

  This one minute video explains what powerful and insightful questions are and gives six examples.

• 10 minPresentation Skills

  This video will help you improve your presentation skills. If you have a fear or anxiety over speaking, you will learn some tips to overcome that. You will also learn some key tips to make your presentations more engaging.

• 10 minPrevention of Sexual Harassment

  In this video, we'll explore what sexual harassment is, how to recognize it, what to do if it happens, and how to help prevent it. Our goal is to create workplaces where everyone feels safe, respected, and empowered to speak up.

• 10 minPrevention of Sexual Harassment (POSH)

  This video course explains the POSH Act around the prevention of Sexual Harassment. Details of types of sexual harassment, how to recognise it and respond, the role of the internal committee and prevention strategies are all included as well as creating a culture of respect.

• 10 minPrivacy Act

  The Privacy Act is the main piece of legislation that regulates how agencies can use your personal information. It is about your personal information rather than your physical privacy or about organisations’ privacy. In this video, you will learn What the privacy act covers, Privacy Breaches and How it applies to you in your role. Although this video focuses on The Privacy Act 2020 in New Zealand - its principles are similar in many parts of the world.

• 1 minProactive Customer Service

  This 1 minute video explains a few ways you can be proactive with your customers and provide a better service experience.

• 10 minProblem Solving

  In this video, you will learn some basics around problem solving techniques. We examine problem solving theory, types of problems and steps you can follow to look at solving problems.

• 1 minProblem Solving

  This video goes through five steps to help resolving problems.

• 1 minProfessional Emails

  This 1 minute video outlines 6 quick tips to help keep your emails professional and avoid rudeness.

• 1 minProfessional Handshake

  A professional handshake is a great way to introduce re-acquaint and come across in a professional manner. This video shows the best way to engage in a professional handshake.

• 1 minProfessional Telephone Greeting

  How to offer a professional telephone greeting. Key components of how to welcome callers in a professional manner.

• 10 minProject Management

  This video explains what project management is and various stages of project management as well as giving you ideas of how to plan and put your project together. Agile scrums and sprints are explained as well as the RASCI model.

• 1 minProject Management

  In this video we explain some key tips about running an effective project.

• 1 minPronunciation of Maori Vowels

  This one-minute video explains how to pronounce the vowels in te reo Māori

• 10 minPsychosocial Health

  Psychosocial health encompasses the mental, social, emotional, and spiritual well-being of an individual. This video covers -Basic aspects of psychosocial health, Psychosocial hazards, Healthy Behaviour, how to improve your psychosocial health and What companies can do to help.

• 10 minPūkenga Whakawhiti Kōrero (Communication Skills in te reo Maori) 12 minutes

  He ataata tenei e whakamārama te whakawhiti kōrero, te hā o te reo, whakaauau me te reo a-tinana.

• 10 minQuestioning skills

  In this 10 minute version, we examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained.

• 1 minQuestioning Skills

  Understanding which questions to ask when is important. Open and Closed questions explained.

• 10 minR U OK?

  R U OK is part of mental health initiatives around the world. We acknowledge the founders of the principles of R U OK? at https://www.ruok.org.au and suggest you visit their website for more details on the programs and ideas. This video has been designed as a resource to introduce you to the principles and how you can make it part of a wider mental health initiative.

• 1 minR U OK?

  This 1 minute video discusses the topic of being okay. People will exhibit signs you can pick up on that indicate that things might not be okay with them. This video gives you four things you can do to approach people who may need some help and who may not actually be okay.

• 1 minRASCI Model

  The RASCI model is a great project management tool to help identify roles and responsibilities. It can be used for tasks, projects and change management processes. This 1 minute video gives a brief overview.

• 1 minReasons to Hold a Meeting

  It takes a pretty good meeting to be better than no meeting at all. In this video, we share four good reasons to hold a meeting.

• 1 minReducing Stress

  1 minute video on 5 psychologically proven ways to reduce stress

• 1 minRemembering More

  This 1 minute video shares 5 tips on how to remember more from training and workshops

• 10 minRemote Training Sessions

  This 10 minute video explains some key tips in running successful remote training sessions. These tips can also be used for running remote training and meetings for virtual teams.

• 10 minResilience

  Understanding resilience and knowing how to become more resilient can really help you and your teams to excel at work and bounce back from difficult experiences. The video module looks at what resilience is and shares some key ways to develop resilience skills.

• 1 minResilience Tips

  This 1 minute video gives three specific ways to help build resilience.

• 1 minResolving Arguments

  This 1 minute video outlines what you can do to effectively resolve arguments rather than try to win them and therefore cause further issues.

• 1 minResponding in a Timely Manner

  This video explains how to respond in a timely manner and ensure you keep good working relationships. Focusing on four key things you can do with information and requests to help you build trust rather than weaken it.

• 1 minResponding in Communication

  This one minute video gives a 3 step process for responding in any communication. Using these 3 stems you can avoid causing arguments and ensure the communication is effective.

• 1 minResponding to a Bully at Work

  This one minute video shares some was you can handle bullying situations at work.

• 1 minResponding to Negativity

  This 1 minute video gives you a 4 step process to respond to negativity and negative comments. It follows the P.A.S.S. technique

• 10 minRetail Sales

  In this 10 minute video on Retail Sales, we examine some key concepts to ensure a great customer experience and increase in sales. You will learn about professionalism, acknowledging and greeting customers, selling to customers and helping customers stay informed.

• 10 minReturning to the Workplace

  This 10-minute video covers the topic of returning to work in the workplace after an absence and in particular following Covid. Many people suffer from anxiety to return to the workplace, so this video offers support and ideas to help.

• 1 minReversing your BUTs

  This video explains how you can look at things more positively by rearranging how you say the same thing.

• 1 minSales Objections Handling

  How to handle sales objections in simple steps. The key points to focus on to overcome sales objections.

• 10 minScheduling

  This 10-minute video will help you learn and understand what the essential skills for scheduling are, how to build an effective schedule, understand some examples and highlight the benefits of scheduling skills.

• 1 minService Based Selling

  Service based selling is a way of softening the sales experience. This video shows how to make sales an extension of great service.

• 1 minService Orientation

  This video explains four ways you can be more service oriented. Service orientation is focusing on helping others even when they may not have shared what help is needed.

• 10 minService Requests

  This video explains the processes that you should consider as an organisation that handles service requests. Organisations like local government, councils, central government and private companies which handle requests for service will find this video module useful.

• 10 minSexual Harassment at Work

  In this video, you will learn about the difference between non-sexual harassment and sexual harassment at work. You will understand what sexual harassment is, how to avoid doing it accidentally and what to do if you are a victim.

• 10 minShowing Empathy

  Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan.

• 1 minShowing Empathy

  Understanding and showing empathy are key skills to help get on side with a customer. This video outlines some things you can do to build on these skills

• 10 minSituational Leadership

  This 10-minute video looks in to the four situational leadership styles, some real-life scenarios, ways to enhance your situational leadership skills and some perspectives on situational leadership.

• 1 minSlowing down your Speech

  Some people speak a little too fast. If you struggle to slow down your speech, try some of the tips in this video. People can speak 120-250 words a minute no problem, so aim for the lower end of the scale by using these tips. Remember, speaking too slow can be as frustrating as speaking too fast, so ensure you get a happy medium.

• 1 minSocial Media Management

  This one minute video outlines six things yu can do to improve your social media interactions and management.

• 10 minStaff Retention

  This video looks at ways to help reduce staff turnover and disruption as well as ways to retain good talent.

• 1 minStaying Motivated Working from Home

  This 1 minute video shares 5 tips for staying motivated while working from home.

• 1 minStorming Teams

  When a team starts to get going, they move to the storming stage. A few key things will help the team move even further to the norming stage and in this video, we tackle those points.

• 1 minStrategies to stop a panic attack

  This 1 minute video shares some positive things you can do to help prevent panic attacks.

• 1 minStress Response (Fight, Flight, Freeze)

  In this video, we explain how to help overcome the natural stress response - Flight, Fight or Freeze. A simple 4 step process to help is described.

• 10 minSuccessful Job Interview Skills

  Whether you are looking for a promotion or for a new role elsewhere, this 10-minute video course will help you prepare for an interview, understand different interview formats and how to be professional in an interview. It also covers what questions may be asked and how to answer them as well as what you can ask the interviewer and successful follow up strategies.

• 10 minSuccessful Networking

  This video course explains how to be a successful networker. It covers why networking is important, ways of networking, how to maximise networking events and even what to do if you don't like networking.

• 1 minTackling Hard Things

  Trying to tackle something hard can be overwhelming. This video shares three tips on how to get started and tackle hard things.

• 10 minTaking Initiative

  This 10 minute video details the concept of taking initiative, what it is and some ways to take initiative.

• 1 minTaking Ownership

  This video we look at what it means to take ownership. Every person can and should be responsible for ensuring customers get the best service possible.

• 1 minTeam Productivity

  5 tips on how to improve team productivity

• 10 minTelephone Call Control

  In this video, we explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls. The benefits are both for you and the customer.

• 1 minTelephone Hold Techniques

  In this video, learn the components of the professional telephone hold.

• 1 minTelephone Transfers

  Here we show you how to make a professional telephone transfer - or handshake.

• 10 minThinking on your feet

  In this video module on how to think on your feet, you will learn several concepts on helping to develop the skill of being able to think on your feet effectively as well as ways to combat uncedrtainty.

• 1 minThinking on your Feet

  In this 1 minute video you will learn some techniques to think on your feet under pressure.

• 1 minTime Batching

  This one minute video shares five quick tips for improving your productivity through time batching. They can help you save time and improve your efficiency of work or any aspect of your life.

• 10 minTime Management

  This video deals with various aspects of time management including organising tasks, email management and ways to reduce time wastage and interruptions.

• 1 minTips to Remain Level Headed

  This video explains five things you can do to remain level headed in your job, at home and in social situations when you feel tense, under stress and when emotions are running high.

• 1 minTone of Voice

  Understand how much the tone of your voice impacts on the conversation. Some key points to remember.

• 1 minTraditionalists

  Traditionalists born before 1946. Here are a few tips on how to work with them.

• 10 minTraining and Learning Outcomes

  This 10 minute video explains the measuring you can do for your training including Kirkpatricks 4 levels of evaluation.

• 1 minTransitioning out of Lockdown or Change

  This 1 minute video gives 7 quick tips to help you transition out of lockdown or any period of change.

• 10 minTreaty of Waitangi (NZ Specific)

  This video module explains some background to the treaty of Waitangi and its main articles. You will also learn what government has done to focus on the spirit of the treaty, what workplaces can do and what individuals can do to apply the principles.

• 1 minTurning Excuses into Action

  This 1-minute video gives you 4 tactics to help you turn an 'excuses mindset' into an action oriented approach.

• 1 minTurning Negative Phrases into Positive

  This 1-minute video shares how you can turn negative phrases into more confident, positive phrases. There are seven examples given.

• 10 minUnconscious Bias

  This 10 minute video explains what unconscious bias is and ways we can help overcome it.Three sets of short questions and an action plan can help you develop strategies in overcoming unconscious bias. Developed in conjunction with Talentstorm.co.uk.

• 10 minUnderstanding and Managing Burnout

  This video explains what burnout is and ways you can identify it and avoid it.

• 10 minUnderstanding Anti-Corruption

  This video looks at what corruption is and what it matters. It covers key global laws and frameworks, warning signs, organisational plans to prevent corruption, what you can personally do and application of these principles.

• 1 minUnderstanding Conflict

  This video shares what conflict is and how to better collaborate to get a win / win resolution.

• 10 minUnderstanding the Employment Rights Act 2025

  This video module focuses on the UK Employment Act 2025 and the changes completed and planned for 2026 and 2027. Learn the critical information around the changes and how they can affect employers and employees.

• 1 minUnlocking Flow for Peak Performance

  Understanding how flow works can help you find more productivity and joy in yoru work. This video explains what flow is and how you can unlock it for peak performance. Based on the work by Mihaly Csikszentmihalyi.

• 10 minUsing AI Safely and Responsibly at Work

  This video course will help you recognise common risks when using AI, understand how to protect confidential and sensitive information, understand privacy responsibilities, identify bias in AI generated content and how to verify information. Always check your workplace policy on using AI.

• 10 minUsing AI to Save Time at Work

  AI can be used to save time at work in several ways. This video explains how you can be more efficient in your work time by using AI in five specific tasks from emails to reports and much more. Remember to check your workplace policy regarding AI use before using these tools.

• 10 minUsing AI to Support better Decisions

  In this video, you will learn how AI can support better decision-making, interpret information more clearly, recognise potential risks, avoid bias and make more balanced decisions.

• 10 minUsing Effective Prompts forAI

  This video explains about the evolution of AI, what prompts are and how to craft effective prompts as well as the future of AI and prompts.

• 1 minUsing the STAR Method

  Learn how to effectively use the STAR method to explain how you handled a previous example or share a story. The STAR method is ideal for interviews, coaching sessions or performance reviews for telling a story.

• 1 minValue Led Sales Conversations

  In this video, you will learn four key tips on how to have a value led sales conversation rather than on price.

• 1 minVerbal Holding

  Verbal Holding is a service technique to help keep the caller informed while you research an answer.

• 1 minVideo Call Etiquette

  This 1 minute video explains five things you can do to ensure you have appropriate and successful video conference calls.

• 1 minVision, Mission & Values

  We often get confused by these terms. This video briefly explains the difference and reasoning behind all three.

• 1 minVoice Intonation

  This 1 minute video explains how your intonation or emphasis on certain words can change the meaning of a sentence.

• 1 minVulnerable Customers

  This one minute video explains what vulnerable customers are and five things you can do to better work with and help them

• 1 minWalking meetings

  In this 1 minute video, we highlight the benefits of holding a walking meeting as an alternative to a sit-down meeting. We also share 4 key tips on how to run them.

• 1 minWays to Improve Focus

  This video explains 5 ways you can improve your focus at work and avoid becoming distracted.

• 1 minWhat is Critical Thinking?

  This one minute video explains 6 steps to critical thinking.

• 1 minWhat to Say if you Don't Have the Answer

  This video explains what 4 steps you can take when you don't know the answer to a question.

• 10 minWorkforce Managament and Data Analytics

  In this video course, we explore how workforce management (WFM) systems and data analytics can help you run your centre more smoothly, make better decisions, and create a better experience for both your team and your customers. By the end of this video, you’ll understand current trends, practical tools, and how to apply real-time statistics to stay in control.

• 10 minWorking Effectively with AI: Collaboration Skills

  This video explores the skills needed to work effectively with AI. It focuses on asking better questions, refining results, reviewing information and using feedback to continually improve.

• 10 minWorking from Home

  This 10 minute video explains five areas you can work on to help have a successful working from home (WFH) experience. This video is suitable for both employees and employers for tips and ideas.

• 1 minWorking from Home - Leaders Tips

  This 1 minute video explains 5 things leaders can do to help their home workers feel comfortable and valued.

• 1 minWorking from Home Effectively

  This 1 minute video shares 4 things you can do to make working from home more effective.

• 10 minWorking Live

  This video module will help you improve your efficiency while working on phone calls and reduce your wrap-up time after the call has finished. It helps you understand how to work on systems while you are on the phone and improve your efficiency in these areas.

• 10 minWorking Smarter with AI Using Judgment and Verification

  This video course will help you understand why judgment is essential when using AI, how to recognise risks on relying without verification and how to check AI generated information. You will learn how to use AI in smarter ways and be more confident in its use.

• 10 minWorking with Other Departments

  This video provides some tips on how to work better with other departments including resolving and avoiding conflict.

• 10 minWorkplace Bullying

  This video training module explains the various of types of workplace bullying that can occur. It includes some strategies for handling workplace bullying and preventing workplace bullying. It can help educate your leaders and teams on what is included in workplace bullying.

• 1 minWorkplace Bullying

  In this video, we highlight some of the areas that are considered to be workplace bullying.

• 10 minWriting a Great CV

  Your CV (Curriculum Vitae) is often the first impression an employer will have of you. You may need it even in your current role if you are looking for a promotion. This video covers How to tailor your CV to the role and employer, The essential sections every strong CV must include, How to turn ordinary duties into impactful achievements, Using numbers to grab attention, Formatting and design tips that make reading effortless, Avoiding the most common mistakes job seekers make, How to use AI to refine your CV and create tailored cover letters and writing a decent cover letter.

• 10 minYour personal Brand

  This 10 minute video outlines the importance of a personal brand and things to be aware of and how to build one successfully.

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