Videos are available for internal use only.

• The following is a 12-volume library of videos relating to customer service, and should be worked through in sequence:
  1. Your Key To Customer Satisfaction (14 mins)
     Helping the employee to become the best they can be
     
     
  2. Teamwork Development (13 mins)
     Getting people to work together
     
     
  3. Handling Complaints & The Irate Customer (15 mins)
     Complaints are an opportunity, know how to handle them
     
     
  4. The Language of Positive Communication (11 mins)
     Projecting a positive image first time around
     
     
  5. Effective Questioning & Listening (12 mins)
     A key ingredient to exceptional service
     
     
  6. Exceeding Customer Expectations (15 mins)
     A powerful technique to increase market share
     
     
  7. Value Added Service (11 mins)
     How to give yourself a competitive advantage
     
     
  8. Effective Telephone Techniques (11 mins)
     Delivering exceptional service by telephone
     
     
  9. The Art of Satisfying Customers (12 mins)
     How to retain your customers
     
     
  10. Service Recovery (15 mins)
      How to make an unsatisfied customer happy
      
      
  11. Empowerment (18 mins)
      Taking action to meet customer needs
      
      
  12. Total Quality Service (18 mins)
      A strategy for remaining competitive

• "Straight Talking" (27 mins)
  In this video, John Cleese explains the key principles of how to be assertive, as opposed to aggressive or submissive, and illustrates this with a range of vivid examples.
  
  
• "Working with Assertiveness" (40 mins)
  This video is suitable for workshops in which communication styles, and particularly assertiveness, will be dealt with in some depth.
  
  
• "Conflict at Work" (22 mins)
  This is an Australian video which presents a practical guide to managing conflict at work. The video identifies some of the symptoms of conflict, presents a strategy for managing conflict and examine some of the main techniques that are involved in dealing with conflict at work.
  
  
• "Telephone Behaviour: Power & Perils" (29 mins)
  This John Cleese video illustrates the effects of various telephone styles, and points out the hazards of some frequently-made assumptions.
  
  
• "How to Handle the Irate Caller" (10 mins)
  This video demonstrates some useful skills for handling difficult telephone situations.
  
  
• "An Inside Job" (25 mins)
  A receptionist loses her cool, a customer is furious - and the investigators move in. Who's to blame? This British video asserts that departments are customers to each other, and that problems often originate from less obvious places. It makes suggestions about management and communication strategies which work towards avoiding internal misunderstanding and customer dissatisfaction.
  
  
• "Meetings Bloody Meetings" (29 mins)
  John Cleese is interrogated by a judge regarding his poor performance in chairing meetings, graphic extracts of which are shown to the defendant.
  
  
• "More Bloody Meetings" (27 mins)
  In this video a dentist-type person forces John Cleese to review (painfully) his poor chairing of meetings.
  
  
• "Calming the Irate Customer" (10 mins)
  The world is full of angry customers and as service providers we need to develop skills to handle these customers. This video equips you with skills to ensure that you move towards a satisfying outcome, and are better equipped to deal with customers.
  
  
• "Invisible Man Meets Mummy" (19 mins)
  A customer service video which helps you to avoid getting wrapped up in red tape.
  

• "Perception" (28 mins)
  This video examines the ways in which our perceptions are constructed through physiology and socialisation.
  
  
• "Affirmative Action: Myths and Misconceptions" (23 mins)
  A cross-section of South Africans are interviewed by Wendy Luhabe about their perceptions of, and worries about affirmative action.
  
  
• "Putting the Affirmative into Action" (56 mins)
  This video made in 1994 comprises a two-part interview with Dr Mamphela Ramphele in which she addresses various aspects of employment equity, affirmative action and equal opportunity.
  
  
• "Sexual Harassment" (43 mins)
  Through a studio panel discussion and various simulated situations, this Australian production examines what sexual harassment is and isn't, and what can be done about it.
  
  
• "One Man's Meat is another Woman's Poison" (29 mins)
  This is a video of a vibrant, dramatic workshop held for UCT students, by UCT students in 1993. It raises some of the issues of sexual harassment as perceived by students, and is useful for debate and discussions.
  
  
• "Fair's Fair" (72 mins)
  People in different settings create difficulties for themselves and their organisations by not behaving fairly towards others. In this video various issues and forms of discrimination are highlighted, and ways of behaving fairly are suggested.

• "The Power of Vision" (30 mins)
  This video seeks to indicate how a positive vision of the future is essential in providing present-day meaning and direction for companies, individuals and organisations. Through examples, it emphasises how a meaningful vision empowers us to solve problems and accomplish goals.
  
  
• "The Business of Paradigms" (38 mins)
  This video demonstrates, quite powerfully, that we view and understand the world through our paradigms. Understanding the power of paradigms can be a crucial step towards breaking through barriers to innovation and unlocking our resistance to change. Amongst other things, the video demonstrates why change is seen as threatening to most people and attempts to show us where to look for the kinds of revolutionary changes that fundamentally rewrite the "rules of the game".
  
  
• "Presentation Skills" - presenting to a group (14 mins)
  This video is presented by Peter Quarry, a psychologist and co-producer of the People Skills series, and shows real people in action in front of a group. It is designed for the person who is not a professional presenter and deals with the six main elements of effective presentations.

• NEW - "Leadership: An Art of Possibility" (17 mins)
  Explore leadership as a way of being. Lead through others. Quiet the voice in the head that says, "I can't do it".
  
  
• "Leadership: The One-Minute Manager" (48 mins)
  In this video Kenneth Blanchard, the author of The One-minute Manager, suggests that people "should work smarter, not harder". Using excerpts from commercial films and documentaries, he illustrates his four styles of management, viz. directing, coaching, supporting and delegating.
  
  "Building One-Minute Management Skills" (47 mins)
  Again using excerpts from commercial films and documentaries, Kenneth Blanchard deals with the manager's setting goals, and praising or reprimanding of performance.
  
  
• "You Can't Do It All" (20 mins)
  Unless managers delegate, they will not survive. So what is it that stops them? Most managers think that other people can't do the job as well as they do, or that the work is theirs and so shouldn't be delegated. Not so, says this video, showing how staff are affirmed and developed through additional responsibility, and they are more competent than managers tend to think. Delegation is more than simply handing over the work, and this video suggests helpful ways of delegating effectively.
  
  
• "The Unorganised Manager" (24 mins +20 mins +29 mins
  This four-part series deals with a manager who is unable to organise himself or his employees, but is surprised to discover that this is so. John Cleese (as St Peter at Heaven's gate) coaches him in the art of being an organised manager.
  
  
• "I'm Glad You Noticed" (17 mins)
  Illustrating ways of modifying employee behaviour by using positive refinforcement, this video introduces simple but effective people-management technigques. Strategies include balancing critisism with acknowledgement, setting goals and standards of behaviours, and providing positive feedback.
  
  
• "Feedback Solutions"
  There are two sets of videos - one that deals with the basic giving and receiving of feedback (14 mins + 15 mins) and a more advanced set that deals with more complicated situations in which feedback is being given and received (22 mins + 14 mins). These Australian videos are practical and useful for a range of applications, from formal performance appraisal interviews, to unblocking difficult interpersonal situations.
  
  
• "Quality Supervision" (25 mins)
  This American video, set in an industrial environment, illustrates clearly and systematically the key elements of good supervision. The supervisor/narrator claims he has no staff problems, and that all he wants to do is motivate his staff. He does however have staff problems, and motivating his staff is dealt with through a range of ordinary but crucial supervisory roles. This is a practical video, both for educating new supervisors and for reminding experienced supervisors of some of the issues involved.
  
  
• "Excellence in the Public Sector" (27 mins)
  This recently made Tom Peters video visits a range of public sector organisations in the USA and concludes that excellence is not a contradiction! In it both staff and managers are interviewed and the ways in which organisations are re-energised and the capacity of their staff maximised are illustrated.
  
  
• "Gone Today - Here Tomorrow" (20 mins)
  Using production and retail settings, this British video demonstrates how absenteeism can be successfully overcome through interviews with employees.

• NEW - "Celebrate What is Right with the World" (22 mins)
  Look at things from different perspectives. Recognise abundance. Believe it and you will see it.
  
  
• NEW - "Fish!" (17 mins)
  Experience the philosophy of this top-performing video. A video about spontaneity, attitude, teamwork and customer service all in one.
  
  
• "Team Spirit" (32 mins)
  This video illustrates the impact of an individual's personal responsibility on the well-being of a team.
  
  
• NEW - "1001 Ways to Energise Teams" (26 mins)
  Empower your team with a clear purpose and well-defined goals. Make every team meeting more productive and less boring. Enable teams to operate completely on their own.

• "Man Hunt" (34 mins)
  This rather dated John Cleese video shows characters such as Ethelred the Unready, Ivan the Terrible and William the Silent blundering through selection interviews in ways which their names suggest. Their interviewing of potential employees leaves much to be desired.
  
  
• "The Right Person for the Job" (45 mins + 40 mins)
  This is a recruitment and selection video which uses a genie-like consultant to illustrate a manager's weaknesses when it comes to interviewing strategies. It teaches the skills of professional selection interviewing.

• "You'll Soon Get the Hang of It" (29 mins)
  Various scenes in which John Cleese attempts to do on-the-job training.
  
  
• "The Helping Hand" (38 mins)
  This latest Cleese video presents the essentials of coaching in an easy-to-understand and uncompromising manner. It shows the process and benefits of coaching an employee, and is especially useful for managers who are interested in learning more about developing their staff on the job.

• "The Paper Chase" (32 mins)
  A paper-strewn office is restored to an organised systematic workplace during the course of this humorous video.
  
  
• "30 Ways to Make More Time" (25 mins)
  People who are always pressed for time will relate to the style of the main character in this video. It suggests ways in which to organise your work so that you use time optimally without becoming a mechanised monster.
  
  
• "Prisoner to Pioneer" (23 mins)
  This video is designed to help individuals and companies reap maximum possible leverage from day-to-day challenges by encouraging pro-active strategic planning rather than reactive damage control. It is ideal for programmes on motivation, performance, productivity, sales-enhancement and personal growth.
  
  
• ""Colleagues as Customers - Understanding Internal Customer Care" (27 mins + 10 mins)"
  It is a flexible package that draws together and combines the concepts of QUALITY and SERVICE to create a powerful enhancement programme for your business. It looks behind the business issues and focuses on the people who have to deal with them.
  
  

• "Income Statement" (14 mins ), "Balance Sheet" (11 min), "Cash Flow Statement" (12 mins)
  The emphasis is on explaining the various elements of the above accounting procedures, enabling participants to better understand the results of their business, department, etc. Each video is accompanied by 3 reference materials.

• "The Joy of Stress" (20 mins)
  How well we respond to stress depends on its outcome. This American video illustrates how best to deal with stress in both your personal and professional life.
  
  
• NEW - "Overcoming Stress" (12 mins)
  Understand the four steps to "inner quality management" to achieve better balance, improved health, clearer thinking ability and better productivity.

Last updated: 11 April 2006

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