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Boomerang
produced by Eve Ash, fl. 1979, Ash Quarry Productions (Melbourne, Victoria: Seven Dimensions, 2006), 9 mins
Learn how to use the reciprocity urge to create happy customers and cooperative teams.
How can we turn angry customers around? How can we get others to listen to us? How can we influence members of our team? The answer lies in understanding the reciprocity urge, the basic drive in all people to respond according t...
Sample
produced by Eve Ash, fl. 1979, Ash Quarry Productions (Melbourne, Victoria: Seven Dimensions, 2006), 9 mins
Description
Learn how to use the reciprocity urge to create happy customers and cooperative teams.
How can we turn angry customers around? How can we get others to listen to us? How can we influence members of our team? The answer lies in understanding the reciprocity urge, the basic drive in all people to respond according to how they are treated. Bill is unhappy with members of his team. He discovers that his own behaviour is the main cause of his problems...
Learn how to use the reciprocity urge to create happy customers and cooperative teams.
How can we turn angry customers around? How can we get others to listen to us? How can we influence members of our team? The answer lies in understanding the reciprocity urge, the basic drive in all people to respond according to how they are treated. Bill is unhappy with members of his team. He discovers that his own behaviour is the main cause of his problems. He realises that he needs to change the boomerangs he is throwing out, to ensure he gets the desired behaviour back. Boomerang will make your audience think about their own behaviour and how it needs to change if they want happy customers, cooperative team members and motivated staff. It is ideal as a session starter, or as a support for team development, customer service training or leadership development.
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Field of Study
Business & Economics
Content Type
Documentary
Contributor
Eve Ash, fl. 1979, Ash Quarry Productions
Date Published / Released
2003, 2006
Publisher
Seven Dimensions
Topic / Theme
Communication, Business enterprises, Office management, Professional relationships, Customer relations, Management of Companies and Enterprises
Copyright Message
Copyright © 2003. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Building Relationships
produced by Eve Ash, fl. 1979 (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Marcus sets up a 'speed socializing' exercise to give staff an insight into building long lasting relationships. Steve is chosen as the relationship expert to comment on the 'relationship' skill level of the group as they undertake role-plays. Tammy and Sanjay's awkward interaction escalates when Steve refers to h...
Sample
produced by Eve Ash, fl. 1979 (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Description
Marcus sets up a 'speed socializing' exercise to give staff an insight into building long lasting relationships. Steve is chosen as the relationship expert to comment on the 'relationship' skill level of the group as they undertake role-plays. Tammy and Sanjay's awkward interaction escalates when Steve refers to him as a narcissist. Tammy feels angry with the whole group and has an outburst in Chinese. Marcus feels that the team is losing the abi...
Marcus sets up a 'speed socializing' exercise to give staff an insight into building long lasting relationships. Steve is chosen as the relationship expert to comment on the 'relationship' skill level of the group as they undertake role-plays. Tammy and Sanjay's awkward interaction escalates when Steve refers to him as a narcissist. Tammy feels angry with the whole group and has an outburst in Chinese. Marcus feels that the team is losing the ability to communicate effectively and suggests they use a 'speed socializing' exercise to better understand what it takes to build long lasting relationships. Steve is chosen as the relationship expert to comment on the relationship skill level of the group as they undertake role-plays. Carol and Michael begin the exercise with a strained interaction. Casey describes how she uses personal details from her clients to improve her interactions with them. Tammy and Sanjay's awkward interaction escalates when Steve refers to him as a narcissist. Tammy feels angry with the whole group and has an outburst in Chinese. Marcus feels they have done very well and they should congratulate themselves, whilst Tammy is left feeling angry.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2012
Publisher
Seven Dimensions
Topic / Theme
Communication, Professional relationships, Human resource management, Management of Companies and Enterprises, Administration of Human Resource Programs
Copyright Message
Copyright © 2012. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Behaving Unprofessionally
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 9 mins
Various members of the team discuss what they see as unprofessional behavior. Cutting Edge Corporation has a Book of Rules listing unprofessional behaviors. These are set out and explained by team members:
1. Being Rude – examples of Carol being aggressive and insulting to her colleagues.
2. Taking Supplies €..
Sample
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 9 mins
Description
Various members of the team discuss what they see as unprofessional behavior. Cutting Edge Corporation has a Book of Rules listing unprofessional behaviors. These are set out and explained by team members:
1. Being Rude – examples of Carol being aggressive and insulting to her colleagues.
2. Taking Supplies – staff taking office equipment. It is illegal.
3. Personal Media – can be distracting and invasive of people’s privacy.
4. Inap...
Various members of the team discuss what they see as unprofessional behavior. Cutting Edge Corporation has a Book of Rules listing unprofessional behaviors. These are set out and explained by team members:
1. Being Rude – examples of Carol being aggressive and insulting to her colleagues.
2. Taking Supplies – staff taking office equipment. It is illegal.
3. Personal Media – can be distracting and invasive of people’s privacy.
4. Inappropriate Dress – clean and neat, not provocative.
5. Name Calling – insulting or racist remarks may be against the law.
6. Flirting – stepping over boundaries of acceptable behavior.
7. Relationships at Work – personal relationships with colleagues should be kept out of the office.
8. Touching – some gestures are acceptable, but many are not acceptable.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Professional life, Behavior modification, Sexual harassment, Human resource management, Employee-management relations, Administration of Human Resource Programs, Business Ethics
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Decluttering the Office
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
The office is a disgraceful mess! Carol is on a mission to de-clutter the office to make sure it’s cleaner, more motivating, safer and more secure. She implements a clean-desk policy that the team must adhere to. Some of the team members are attached to their clutter or personal items and don’t want to let go....
Sample
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Description
The office is a disgraceful mess! Carol is on a mission to de-clutter the office to make sure it’s cleaner, more motivating, safer and more secure. She implements a clean-desk policy that the team must adhere to. Some of the team members are attached to their clutter or personal items and don’t want to let go. There is a battle of wills until Carol declares that according to her policy, anything left lying around will be thrown out or donated...
The office is a disgraceful mess! Carol is on a mission to de-clutter the office to make sure it’s cleaner, more motivating, safer and more secure. She implements a clean-desk policy that the team must adhere to. Some of the team members are attached to their clutter or personal items and don’t want to let go. There is a battle of wills until Carol declares that according to her policy, anything left lying around will be thrown out or donated to Carlos the cleaner. Everyone reluctantly commences a massive clean up and Carol is very satisfied with the outcome.
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Field of Study
Business & Economics
Content Type
Dramatized scene, Instructional material
Contributor
Eve Ash, fl. 1979, Seven Dimensions
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Working conditions, Organizational behavior, Organizational change, Human resource management, Employee-management relations, Administration of Human Resource Programs, Working Conditions
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Explaining Skillfully
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 9 mins
The art of explaining concepts and information is covered in four key steps about engagement, structure, maintaining interest and ensuring understanding. While Carol is impatient and patronizing with new starters, others like Sam, Alex, Steve and Michael are more patient and creative in ensuring their messages are...
Sample
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 9 mins
Description
The art of explaining concepts and information is covered in four key steps about engagement, structure, maintaining interest and ensuring understanding. While Carol is impatient and patronizing with new starters, others like Sam, Alex, Steve and Michael are more patient and creative in ensuring their messages are understood one to one or in groups.
Four steps are used to demonstrate effective communication skills when explaining.
Step 1: Posit...
The art of explaining concepts and information is covered in four key steps about engagement, structure, maintaining interest and ensuring understanding. While Carol is impatient and patronizing with new starters, others like Sam, Alex, Steve and Michael are more patient and creative in ensuring their messages are understood one to one or in groups.
Four steps are used to demonstrate effective communication skills when explaining.
Step 1: Positively engage the listener. Carol loses patience when explaining basic concepts to Carlos and Tammy, so delegates to Sam who is calm and engaging.
Step 2: How to be clear and structured with your communication.Serena explains this through structuring your message with a definitive beginning middle and end.
Step 3: Maintain interest. Alex is able to demonstrate through the use of a phone App how you can maintain people's interest by using visual and technological aids.
Step 4: Be patient and ensure understanding. Sam demonstrates patience and understanding; ensuring information is understood through repetition and clarification.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Group dynamics, Character traits, Employee-management relations, Human resource management, Administration of Human Resource Programs, Work Styles
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Planning and Organizing
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Serena arrives in town two days early and discovers Marcus and Carol have not planned the upcoming conference and they each have different ideas. Marcus suggests Serena is a distraction and he and Carol make jokes about it. Serena says distraction is an issue they all need to deal with individually, and she remind...
Sample
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Description
Serena arrives in town two days early and discovers Marcus and Carol have not planned the upcoming conference and they each have different ideas. Marcus suggests Serena is a distraction and he and Carol make jokes about it. Serena says distraction is an issue they all need to deal with individually, and she reminds them both that she has the power to dismiss them. Other team members comment on planning and organizing strategies. Serena sets 15 mi...
Serena arrives in town two days early and discovers Marcus and Carol have not planned the upcoming conference and they each have different ideas. Marcus suggests Serena is a distraction and he and Carol make jokes about it. Serena says distraction is an issue they all need to deal with individually, and she reminds them both that she has the power to dismiss them. Other team members comment on planning and organizing strategies. Serena sets 15 minutes for Marcus, Carol and herself to set some goals and they quickly begin making constructive suggestions and plans for the conference. Serena reinforces that to plan effectively is to always establish how much, and by when.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Organizational effectiveness, Group dynamics, Employee-management relations, Human resource management, Association and organization conferences, Administration of Human Resource Programs, Internal Consulting
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Surviving Stress and Burnout
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Marcus asks Carol to share her battles with stress at a staff meeting to provide a strong example for the team. Carol describes her difficulties with staff challenges and social media demands. Marcus introduces the new office companion Cameron – a privately located camera that the team members can speak to in or...
Sample
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 8 mins
Description
Marcus asks Carol to share her battles with stress at a staff meeting to provide a strong example for the team. Carol describes her difficulties with staff challenges and social media demands. Marcus introduces the new office companion Cameron – a privately located camera that the team members can speak to in order to vent and relieve stress. It appears that the group has a broad range of stressors and complaints. Against all ethical guidelines...
Marcus asks Carol to share her battles with stress at a staff meeting to provide a strong example for the team. Carol describes her difficulties with staff challenges and social media demands. Marcus introduces the new office companion Cameron – a privately located camera that the team members can speak to in order to vent and relieve stress. It appears that the group has a broad range of stressors and complaints. Against all ethical guidelines Marcus watches their outpourings – and the result is catastrophic! Stress must be managed effectively.
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Field of Study
Business & Economics
Content Type
Instructional material, Corporate training
Contributor
Eve Ash, fl. 1979, Seven Dimensions
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Employee-management relations, Employment, Stress, Management of Companies and Enterprises
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Understanding Accountability
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 6 mins
Serena is appalled by lack of accountability and Marcus passes the task of remedying the situation to Carol, who calls a snap meeting with everyone including Carlos the cleaner. People seem confused when Carol challenges their understanding of accountability, yet she secretly confesses her own misunderstanding. Th...
Sample
produced by Eve Ash, fl. 1979, Seven Dimensions, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2012), 6 mins
Description
Serena is appalled by lack of accountability and Marcus passes the task of remedying the situation to Carol, who calls a snap meeting with everyone including Carlos the cleaner. People seem confused when Carol challenges their understanding of accountability, yet she secretly confesses her own misunderstanding. The new guy, Sam, provides a clear and unequivocal definition that saves the day.
Field of Study
Business & Economics
Content Type
Instructional material, Corporate training
Contributor
Eve Ash, fl. 1979, Seven Dimensions
Date Published / Released
2012
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Employee workload, Employee-management relations, Employment, Management of Companies and Enterprises, Supervisory Tools
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
×
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Cutting Edge Communication, Ensuring Security
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2013), 8 mins
Staff must question strangers, check ID and speak up if they see something.
Marcus reports the sad news to the team that Casey's pet ferret's ashes were stolen from her desk. Serena points out that nothing in the office is safe. Carol asks Carlos if he checks visitors' identification and notices that he is not bei...
Sample
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2013), 8 mins
Description
Staff must question strangers, check ID and speak up if they see something.
Marcus reports the sad news to the team that Casey's pet ferret's ashes were stolen from her desk. Serena points out that nothing in the office is safe. Carol asks Carlos if he checks visitors' identification and notices that he is not being rigorous about this. Dion tests Carlos with a weak disguise but Carol secretly arranges for an attractive friend, Marlene, to approa...
Staff must question strangers, check ID and speak up if they see something.
Marcus reports the sad news to the team that Casey's pet ferret's ashes were stolen from her desk. Serena points out that nothing in the office is safe. Carol asks Carlos if he checks visitors' identification and notices that he is not being rigorous about this. Dion tests Carlos with a weak disguise but Carol secretly arranges for an attractive friend, Marlene, to approach Carlos at reception and flatter him into letting her use the restroom without ID. Carlos falls for the bait; Marlene slips into the office and swipes several important items. When the theft is discovered, Marcus and Serena call an emergency meeting. Although most noticed a tall strange woman in the office, no one asked her who she was or why she was there. Carol produces the 'stolen' items, and introduces Marlene. The team discusses the importance of keeping valuables locked up and asking for proof of identification. If you see something, say something. Then Marlene – wearing a wig and glasses – tries again, but Carlos doesn't allow her in this time. Marcus proposes his security measure: that everyone wears badges. Serena congratulates Carol on revealing the weakness of their office security. Marcus and Serena sing a security message.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2013
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Employee-management relations, Human resource management, Emergency management, Conflict management, Theft, Administration of Human Resource Programs, Security
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
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Cutting Edge Communication, Sharing Feedback
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2013), 9 mins
Avoid defensiveness, be open to receiving and give specific balance feedback.
Marcus leads a team meeting to develop positive feedback approaches, but Carol presents Serena with a less-than-glowing critique. Tammy praises Casey for her support but asks her to avoid telling long stories. Dion commends Carlos for be...
Sample
produced by Eve Ash, fl. 1979, in Cutting Edge Communication (Melbourne, Victoria: Seven Dimensions, 2013), 9 mins
Description
Avoid defensiveness, be open to receiving and give specific balance feedback.
Marcus leads a team meeting to develop positive feedback approaches, but Carol presents Serena with a less-than-glowing critique. Tammy praises Casey for her support but asks her to avoid telling long stories. Dion commends Carlos for being approachable, but worries that he has encouraged Carlos' tendency to make jokes about women in the office. Sanjay welcomes Sam's en...
Avoid defensiveness, be open to receiving and give specific balance feedback.
Marcus leads a team meeting to develop positive feedback approaches, but Carol presents Serena with a less-than-glowing critique. Tammy praises Casey for her support but asks her to avoid telling long stories. Dion commends Carlos for being approachable, but worries that he has encouraged Carlos' tendency to make jokes about women in the office. Sanjay welcomes Sam's endorsement of his opinions, but says Sam's noisy breathing interferes with his ability to concentrate. Throughout the session, Marcus recommends welcoming feedback, staying calm and not defensive, openly discussing the problem and its impact on performance, linking the feedback to rules and agreements, asking the other person for their view and suggestions for solutions, and listening. Sam later gives Michael feedback, thanking him but also criticizing his negative tendencies, and recommends that he be more constructive. Michael praises Sam for his policy-writing skills, but deplores his habit of bringing up their personal lives during work hours. Both agree to work on their faults. Marcus advises the team to be open to feedback, but postpones the team's opportunity to assess him.
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Field of Study
Business & Economics
Content Type
Dramatized scene
Contributor
Eve Ash, fl. 1979
Date Published / Released
2013
Publisher
Seven Dimensions
Series
Cutting Edge Communication
Topic / Theme
Performance coaching, Managers, Leadership roles, Human resource management, Employee-management relations, Administration of Human Resource Programs, Giving Feedback
Copyright Message
Copyright © 2014. Used by permission of Seven Dimensions. All rights reserved.
Person
Eve Ash, fl. 1979
×
