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Creating an Incredible Company Culture, Embracing The Natural Speed of Change

produced by The Jeff Havens Company, in Creating an Incredible Company Culture (Midland, MI: The Jeff Havens Company, 2016), 4 mins

This video reinforces a key element of successful cultures – that they understand change is a constant part of doing business rather than an unwelcome surprise. This is an excellent video to show to anyone who might be reluctant to consider learning a new process or supporting a new initiative. It’s also ver...

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Creating an Incredible Company Culture, The Importance of Listening to Others

produced by The Jeff Havens Company, in Creating an Incredible Company Culture (Midland, MI: The Jeff Havens Company, 2016), 4 mins

This video illustrates the importance of a two-way communication dynamic primarily by illustrating precisely how to screw it all up. You’ll also learn a surprising statistic about how infrequently managers have meaningful work-related conversations with their employees. There may be a teensy bit of action-movi...

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Customer Service, Episode 3, Little Things Matter

produced by The Jeff Havens Company, in Customer Service, Episode 3 (Midland, MI: The Jeff Havens Company, 2012), 2 mins

Sweeping changes and flashy re-designs might get all the attention, but small improvements to customer service can make just as big an impact. This video will show you how. And it will do so without boring you to death. Enjoy!

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Difficult Conversations, 6 of 10, Denying Vacation Requests

in Difficult Conversations, 6 of 10 (Bloomington, IL: The Jeff Havens Company, 2016), 5 mins

In this video we cover two common reasons for denying vacation requests, as well as solid explanations for why the denials are necessary. We also discuss hobbits. How did we manage to do both of these at once? You’ll have to see for yourself!

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Difficult Conversations, 7 of 10, Addressing Sexual Harassment Concerns

in Difficult Conversations, 7 of 10 (Bloomington, IL: The Jeff Havens Company, 2016), 4 mins

This video outlines the procedure for handling sexual harassment concerns in the office. By stressing the importance of acknowledging a person’s concerns, listening to all sides of the story, and reserving judgment until sufficient information has been gathered, we try to make this extremely difficult conversat...

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Difficult Conversations, 8 of 10, Saying No to Promotions or New Jobs

in Difficult Conversations, 8 of 10 (Bloomington, IL: The Jeff Havens Company, 2016), 4 mins

After illustrating a terrible way to handle this (hint: we did a lot of yelling and grandstanding), this video outlines several important elements involved in telling someone that they will not be receiving an expected job or promotion. By providing clear explanations and offering opportunities for future improve...

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Interviewing Skills - Career Advancement Techniques, 1 of 6, Let People Know You’re Looking

in Interviewing Skills - Career Advancement Techniques, 1 of 6 (Bloomington, IL: The Jeff Havens Company, 2018), 3 mins

Let’s face it – amazing jobs rarely just fall into our laps. If you want something new, you’ll need to let people know that you’re looking. This video will show you how to do that without suggesting that you aren’t happy where you currently are. It will also introduce you to a new career possibility w...

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Remarkable Customer Service, 1 of 8, The Value of Remarkable Customer Service

in Remarkable Customer Service, 1 of 8 (Bloomington, IL: The Jeff Havens Company, originally published 2018), 4 mins

This video will show you an example of some very sad, very awful customer service. It will make you wince. Then, we’ll discuss the importance of not acting that way. You’ll also learn some surprising facts about customer behavior, as well as a new word that you’ll probably never use. So much learning in...

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Remarkable Customer Service, 6 of 8, How to Express Empathy

in Remarkable Customer Service, 6 of 8 (Bloomington, IL: The Jeff Havens Company, 2018), 4 mins

The ability to express empathy for your customers’ needs and concerns is one of the most important qualities in providing an exceptional customer experience. This video will cover various right (and hilariously wrong) ways to do it. Will there be some shouting? Probably. Will there also be an animatronic din...

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Creating an Incredible Company Culture, How to Deliver Effective Constructive Criticism

produced by The Jeff Havens Company, in Creating an Incredible Company Culture (Midland, MI: The Jeff Havens Company, 2016), 4 mins

This video details various effective (and ineffective) ways to deliver constructive criticism. Based on decades of relationship research, you’ll walk away with a thorough understanding of how to find a proper balance between “too nice” and “too mean.” There will also be a spooky moment of déjà vu. S...

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