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The Five Values of Customer Service - Serving Multi-cultural Customers: A Video Based Training Program The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The video component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect. Program Objectives Better understand how to provide ALL customers with GREAT service. Be aware that how customers perceive the service we offer and how we perceive the needs of our customers may depend on their (and our own) personal and cultural perspectives. Develop a values-based approach to customer service. Become familiar with the G R E A T acronym and know how to apply it to our relations with our customers Program Contents. The 5 Values of GREAT Customer Service (24 minutes) opens with a series of 5 dramatizations. Each of these underscores one of the values we will explore. Show Respect - Every customer is your most important customer. Personalize - Avoid preconceived notions and stereotypes. Pay Attention - Assess how customers want to be served and adjust. Show You Care - Present a positive, supportive attitude. Advocate - Stay on your customer's side. A diverse group of customers share their personal experiences and feelings to help bring the impact of the 5 Values to life. The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for ... Greet all customers & make them feel comfortable Respect cultural & other personal differences Evaluate how your customers want to be served Adjust your approach to match your customer's needs Thank your customers for their business. Purchase for $625 Rent it for $295.00 Call us for Government and Non-profit discount, and for a Free Preview of this video at 1-973-427-3004 or email your request and information to:  service@communicationideas.com

The Multicultural Customer Training Video What is courteous in one culture, may be disastrously discourteous in another! Learn how to satisfy the different expectations of customers with this video designed to help employees provide effective customer service to all external multicultural customers --face-to-face and on the telephone. This powerful training video offers over twenty strategies to help people adapt their traditional customer service skills to domestic and international customers of all cultures. In addition to some basic interpersonal skills, the video offers specific techniques to help talk to customers who have a heavy accent or who may not be fluent in their language. 20 min. Includes Leader's Guide. Purchase for $595 or rent for $150 - For a Free Preview call: 1-973-427-3004

Culture Clips: Life in the United States Video Series Drawing from the highly acclaimed, nationally-televised ESL series Crossroads Café, Culture Clips is a five-part video series designed for use in support of ESL (English as a Second Language), Adult Basic Education, U.S. Studies programs and other US culture training courses. The series consists of 26 thematically organized, documentary "short segments" that address the many aspects of living, working, and understanding the American culture and system. By identifying the key idea of each Culture Clip and sharing opinions, participants learn about life in the United States and identify ways to cope with cultural differences. Each video includes a set of Discussion Questions and Exercises designed to enhance learning and encourage discussion. Each one of the five parts can be sold alone for $75.00, or all together for $295.00 1- Immigration and Citizenship -- Topics: Immigrating to America, Family Traditions, Adjusting to a New Culture, Returning to Your Native Country, The Citizenship Process, Elections & Government... Code CUL0101/ $75.00 2- Job Skills -- Topics: Finding and Interviewing for Jobs, Worker Protection & Benefits, U.S. Attitude About Time, Career Changes, Job Discrimination...Code CUL0201/ $75.00 3- Community Building -- Topics: Neighbors Working to Prevent Crime, Roles of a Police Officer, Solutions to Gang Problems, Achieving Goals...Code CUL0301/ $75.00 4- U.S. Culture & Customs -- Topics: Wedding Customs, The Roles Couples Choose, Intercultural Marriages, Raising Children, Single Parenting, Aging in the United States... Code CUL0401/ $75.00 5- Living in the United States -- Topics: Consumer Scams, Renting, Taxes, The Hospital Environment, Financial Pressures...Code CUL0501/ $75.00 Culture Clips: All 5 Parts Series...Code CULST01/ $295.00

America the Beautiful - Open Any Meeting On a Positive Note The images in America the Beautiful make the lyrics of the song with the same name come alive! Witness the beauty of America in nature and in its people. This video blends scenes of our great nation with images of the diverse men, women and children who make this the greatest place on Earth to live. The stirring cinematography has made audiences from coast to coast cheer with patriotism. This is an inspiring video that will open any meeting on a positive note! The Hero Series are short, yet powerful programs designed to celebrate patriotism, open a values-based discussion, create culture commitment, promote team spirit, and energize your organization! Length: 6 min. Purchase DVD or VHS for $295.00

On Common Ground: A Television Series for Teaching Civics and Citizenship Helping students -- whether native-born high school students or adult immigrants -- learn what democracy in a multi-cultural society really means: That is the purpose of On Common Ground, a powerful anthology of real-life dramas and closely-correlated, multi-level text materials (sold separately) that focus on key issues in citizenship, civics and government. Produced with support from the states of California, Florida and New York, and the United States Department of Justice, Immigration and Naturalization Service, On Common Ground helps viewers fully understand the rights, privileges and responsibilities associated with citizenship. Dramatic episodes focus on such crucial issues as racial polarization, extremism and freedom of speech, individual rights versus the public good, separation of powers, and checks and balances. Two correlated Worktexts, sold seperately, help students gain valuable insights into life in the democracy that is America. Teachers Resource Books support teaching with On Common Ground in the classroom. Ideal for use as part of EL/Civics grant programs at intermediate to advanced ESL levels. On Common Ground Video Series /Code: OCGST01/ Price: $695.00

Framework for Democracy: Introduction to American Government An extension of the critically acclaimed dramatic series for teaching civics and citizenship (On Common Ground- above), Framework for Democracy probes concepts that are basic to an introductory course in American government. The course's 26-half-hour videos provide a comprehensive and up-to-date treatment of core topics in a powerful documentary style. It includes compelling interviews and case studies on a range of issues, both historic and contemporary, encouraging learners to think about and debate the many questions and challenges confronting our democracy. Order Framework for Democracy Video Series / Code: FFDST01 / Price: $899.00

Dialogue for Cultural Understanding Training Video Dialogue Works! Series consists of four video-based training programs: 1. Communicating in a Diverse World. Overview. What is dialogue - contrasting debate and dialogue. Initiating Dialogue - how to do it, where to do it. The skills of Dialogue - Suspension (of judgment, decision making and status); Listening (with empathy, for understanding, showing you care); Discovery (uncovering and sharing hidden assumptions in yourself and others). Includes a dramatization of how Dialogue helps us communicate across job functions, helping improve relations between people at different levels within the organization as well as between different departments or areas of expertise. 2. Dialogue for Cultural Understanding. We apply the skills of dialogue outlined in Program 1 to challenges faced in culturally diverse work environments. We see a dramatization that demonstrates how dialogue can be used to open communication, uncover hidden assumptions, break down stereotypes and facilitate more productive relationships. 3. Dialogue between Genders. 4. Dialogue among Generations. Support materials include a comprehensive facilitation guide, reproducible handouts, pre- and post-assessments, and PowerPoint slides for classroom presentation. Call us for a free preview of these four programs in one VHS or DVD format: 1-973-427-3004 Purchase any one program of the above four $625.00 Purchase any two programs For $1062.50 Purchase any three programs for $1462.50 Rent any one program of the above four $295.00 Purchase all four programs for $1875.00

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