Secondary Catalogue

Implementing change is always difficult and there will always be people who wish to maintain the status quo. In this episode we see Marcus as he informs the team of an imminent change, but everyone is annoyed. Steve and Sanjay object to spending time bringing others up to speed. Marcus invites everyone to write their negative thoughts and put them in a box, but that doesn't help. Steve has a rethink and suggests that with the combined skills of the group and some focused effort they can handle the challenge. Show Less

When making an apology it is important that it be genuine, sincere and thought out. An apology that is false is easily seen through and will not have the desired effect. Serena is inspired to apologise to Carol and wants a Sorry Day at Cutting Edge. They discuss different forms of sorry including the empathy. Sam and Michael take time out to work on their apologies for ongoing disputes, but they argue about how to apologise. Carol tells Serena about what she believes to be a very useful tool, the fake sorry'. Show Less

It is important that organisations respect the diverse backgrounds of their employees and work with them to maximize skill sets to use diverse backgrounds for the good of the business. Carol returns from vacation to find that Marcus has hired two non-English speakers, to develop diversity at work. Carol and her boss Serena have concerns about their minimum English and the consequent perceptions of Cutting Edge Corporation appearing unprofessional. Carlos and Tammy manage to retain their positions and all the staff are now required to help them improve their English. Show Less

Various members of the team discuss what they see as unprofessional behaviour. Cutting Edge Corporation has a Book of Rules listing unprofessional behaviours. These are set out and explained by team members and include, being rude, taking supplies, personal media, inappropriate dress, name calling, flirting, relationships at work and touching. Show Less

Bullying is repeated intimidation. It's unacceptable and illegal. In this entertaining episode, Serena expects Marcus to stamp out bullying within his department. Marcus is shocked that bullying exists in his team, and takes a radical approach to bullying awareness. He challenges people to bully each other so they can discuss the feelings that arise. Some team members seem rather skilled at the task while others struggle to cope. Marcus reinforces that bullying cannot be tolerated in the team. Learning outcomes include: Make prevention training a priority, clarify what constitutes bullying, ensure everyone feels safe and make sure all bullying is stopped. Show Less

For a team to work effectively together there must be relationships built of trust, understanding and mutual respect. 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. Show Less

It is important to encourage new people to feel welcome and encourage them to be part of the team. This program covers assisting them to settle in, offer them practical steps to build skills and give them your time and encourage them. In addition we cover using feedback to fix problems and being a caring monitor. Show Less

When mistakes are made in the workplace, everyone is quick to find someone to blame. In this episode Carol creates an innovative Corporate Social Responsibility program that is trending on Twitter after a disastrous typo in the press release. Serena is outraged by the undesirable publicity. Fingers are pointed and chaos erupts as the team looks for scapegoats. Marcus and Carol present a 4-step process so everyone can avoid blaming, learn from mistakes and ensure it doesn't happen again. In addition we cover the learning outcomes of sharing mistakes, assess the impact and reinforce the positive, discuss the best options to fix the problems and see the opportunities to learn and innovate. Show Less

Making a positive first impression is vital. In episode one Carol greets new clients but struggles with their name pronunciation. Michael and Wendy are not welcoming, so Carol gives her staff tips on smiling and positive facial expressions. When the clients complain about Mana's presentation, Carol agrees and puts her down then coaches her - all in front of the important clients. They are unimpressed and leave. Don't ignore people INSTEAD: Make everyone welcome. Don't be vague INSTEAD: Demonstrate expertise. Don't behave rudely INSTEAD: Always be professional. Don't miss opportunities INSTEAD: Build ongoing relationships. Show Less

It is important that the office space is clean and tidy, free from clutter and hazards. Carol is on a mission to de-clutter the messy office so it's tidy, motivating and safe. She implements a clean-desk policy but some team members don't want to let go. Carol declares that anything left lying around will be thrown out or donated to Carlos the cleaner. Everyone reluctantly commences a massive cleanup and Carol is very satisfied with the outcome.In addition we cover the learning outcomes of seeing the visual impact of your space, explaining safety and security policies, setting standards and taking pride in your workspace. Show Less

Anger can erupt from anyone at any time and having strategies in place to control and manage that anger is very important. Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which makes Carol angry. Marcus uses a toy crocodile and some boxing kangaroos to get the messages across, but when Michael and Sam are asked to demonstrate their anger management skills the role-play escalates into an embarrassing situation. Show Less

A negative mindset can affect a whole team or business, so it is very important to managers to make sure that their team has positive mindsets and thinking. In this second episode we see Steve, who is dejected. Casey tries to cheer him up and Carol offers advice about being in the Negative Land of W. Carol tells the team that certain people are wasting time, wishing they were somewhere else and whining about it... e.g. Steve. Marcus offers a group strategy for dealing with the negativity. Next day Carol explains that Steve has become a Chooser instead of a Loser. Show Less

New ideas keep a business developing and growing, but all ideas need to be approached with creative suggestions and enthusiasm. In this episode Marcus invites everyone to suggest innovations to enhance productivity and improve the culture. Junko and Alex compete and tension escalates when accusations are made about stealing ideas. Marcus and Michael present new ideas to the group that are received with varying degrees of success. Carol emphasizes that ideas should be shared. Michael's innovation of micro bags is put into practice. Show Less

Service is integral to Cutting Edge; if a client is not happy, they can lose business. Marcus likens service to a gecko’s suction capacity; once you get a client, you never let him/her go. Marcus introduces Barney Bradley who instructs everyone to close eyes and imagine a computer support frustration. He then asks them to imagine the joy one feels when great service is finally delivered. Sam explains the importance of GECKO. Get it right first time – no mistakes. Efficiency – one can simultaneously field a call and acknowledge the presence of someone who needs service. Having a Can-do attitude is vital – the notion that a company “might” do something, conveys the impression it won’t happen. A client who can count on you has a sense of confidence. Alex likes her customers to feel special; it is how they grow their customer base. Sherry loves Knowledge – finding out about her customers; the more she knows about them, the better the service she can give, whilst for Serena knowledge is part of preparedness. Outcomes is about finding an answer, setting a deadline and sticking to it. Steve’s motto: turn a complaint into congratulations! Show Less

It is important that every workplace is one where we respect our fellow colleagues and are treated with respect in return. In this episode Serena is concerned that the culture lacks basic elements of respect. Some team members confront Carol about her racist and insensitive comments. Meanwhile Sam and Sanjay ridicule Serena, which she overhears. Carol also overhears and is both amused and shocked. Serena is devastated. Carol sees the perfect opportunity to give Serena a pep talk and help her get back on the horse. In addition we cover the learning outcomes of thinking before speaking, always maintaining respect, giving professional feedback directly and getting back on the horse. Show Less

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. Show Less

When you are explaining details and concepts in a business environment, it is important to understand the techniques for explaining them effectively. 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. Show Less

It is important for every business to have an appropriate social media policy that is understood and adhered to. In this episode Carol is concerned about excessive use of Facebook and Twitter at work, and initiates a social media policy, which Serena has observed is missing. Sam presents the new social media policy for the office, and they discuss inappropriate use. At the same time Michael's personal use of a dating app in the meeting triggers an embarrassing argument. Show Less

Giving personal hygiene feedback can be a very sensitive topic. In this entertaining third program the team becomes aware of Sanjay's body odour, and subtle remarks don't help. Alex tries an anonymous gift of personal hygiene products on his desk that backfires. Carol prefers a more direct approach, whilst Marcus opts for a gentler, team-building approach. Carol confronts Sanjay insensitively and he gets offended and defensive. Carol escalates the argument to include Marcus, who finds a solution that suits everyone. The key lessons from this program of discussion and positive feedback are explored so an outcome agreeable to all can be achieved. Show Less

Three-sixty degree feedback is very important in the workplace. Marcus offers Carol the unique opportunity to give some feedback to Serena and himself. Carol enjoys being direct and damming, and Serena is taken aback. Marcus invites the team to give feedback to Carol in a group. She presumes her team loves her and will be glowing, but everyone except Casey has some critical feedback about Carol's leadership and communication style. Show Less

We all have to deal with difficult people but we don’t all have the best skills to do so. Carol offers her six step approach: 1. Observe calmly and do not get pulled into the drama. 2. Listen and show empathy. 3. Focus on the facts. 4. Ignore bad behaviour from other people involved. 5. Give feedback about bad behaviour. 6. Build your skills to improve how you manage difficult people. Show Less

Carol is underwhelmed when “dude” Dion (Marcus’ nephew) rocks up to commence work as an intern, and also isn’t impressed by the entitled Tatiana. Marcus explains to the interns that Cutting Edge is there to help them move forward. Carlos is welcoming – offering Dion a desk to help him feel at home. Carol objects to the interns’ “text speak” and use of emoticons; not to mention time wasted on social media. Dion points out that companies allowing employees a given amount of time on Facebook are actually more productive. Steve explains the importance of dressing professionally; while Serena makes time to talk with the interns, perceiving their potential. Carol’s assessment of Dion is blunt; she believes he has no place in their office. Serena asserts that constructive feedback is the better path. Steve coaches Tatiana through what to say (and not to say) in job interviews. Carol concludes with some slightly tempered advice for Dion and he makes a positive suggestion. Show Less

Performance appraisals can be difficult if one party expects a result far different to their actual appraisal. In this episode Carol expects to be showered in praise at her forthcoming appraisal with Marcus, but is shocked to find Serena will be sitting in. When they question Carol's extremely high self-assessment, she becomes defensive and angry, especially when Marcus announces no bonus and a pay cut! But will management also be taking cuts? Carol must get back on her horse. In addition we cover the learning outcomes of preparing for what to expect, discuss ways to improve, reward achievements as agreed and remain calm and focus on the goals. Show Less

It is important that every employee adopts and practices professional listening and communication skills in their workplace. Carol tells Marcus he is not listening to her, so after agreeing to listen, Marcus is inspired to run a listening session with the team that will also benefit the new starters, Tammy and Carlos. Listening skills are lacking. Carol offers some facts about listening and communication, and they attempt to explore empathic listening skills. Show Less