Tertiary Catalogue

Set in the production office of fictional current affairs programme "Sighted," this 26 minute programme provides a dramatic perspective on the place of conflict in workplace communications and explores strategies for dealing with everyday conflict situations. The programme deals with the more ordinary communications that go wrong, the personal and workplace costs of these and the possibilities of avoiding such situations and/or dealing constructively with them when they occur. The programme offers insights into the following key elements of conflict and conflict management and summarises them in the following chapters: - What is conflict? - Role of conflict in the workplace - Conflict spiral - Conflict management strategies - Constructive conflict management. Show Less

The quality of a customer service experience can determine whether businesses get a customer for life, or for a one-off transaction. Just about any business will tell you that the most important focus in their dealings with customers is to ensure that needs are met and expectations realised at best, and preferably exceeded. This film provides students of a range of business-related areas with a resource that explores customer service through the eyes of five individuals who are passionate about delivering excellence. There are also street interviews. It explores the importance of customer service, what is involved in providing good service, product knowledge, health and safety, dealing with customer complaints and monitoring customer service. It targets learners at senior secondary and FE levels. Show Less

In everyday life, negotiation is an important communication skill. This programme explores the fundamentals and intricacies of the negotiation process through a fictional scenario of a high school teacher attempting to organise a training camp for her basketball team with her travel agent. The programme explores the five stages of the negotiation process, including preparation for negotiation, negotiating, bargaining and confirmation. This program presents a clear and useful lesson on negotiating whilst highlighting that good communication skills are essential to the negotiation process. Show Less

This informative program is about communicating in the workplace and follows a week in the life of fictional cleaning company Clean as Krystal. With manager Barry Walton as your guide, this program covers topics such as: · What is communication? · Barriers to effective communication · Communication at work · Effective workplace communication skills The 'mockumentary' style of the program will assist the viewer to apply the communication theory to the workplace. It becomes clear that what is often regarded as the simplest work skill, communication is quite complex and can go wrong at many points of the process. Show Less

This engaging programme provides the student with an overview of the purposes and advantages of writing as a medium and the advantages and disadvantages of writing compared with speaking. It covers the following areas: - Defining writing - Advantages and disadvantages of writing - Five steps to writing - Five "whats" to writing - Presentation. By focusing on a melodramatic case study of fictional restaurant manager Jason and his staff at Larder Restaurant, the programme works through the steps to achieve success in workplace writing. It works to actively engage the viewer in solving the problems posed. Show Less