Balance Learning’s Interactive DVD courses can play in a standard DVD player or in the DVD-Rom drive of a PC, which means they can be used at work, in a learning library, at home or while travelling. Students use the DVD remote control or the computer keyboard/mouse to navigate through the menus and exercises. Key points about the Interactive DVD courses include:

• Self study - self paced.
• Bite size learning.
• High quality instructional design.
• Challenging questions, structured feedback. 
• High impact full screen video.
• Dynamic & stimulating narration.
• No plug-ins, bandwidths and firewalls to think about.
• Each DVD course is accompanied by a Course Reference Book, which contains everything seen on the screen and can be used to make notes and see additional information. It can also be used back at the workplace to refresh your memory.
• Each course is also accompanied by Student Activity Books containing summaries, key points and written activities to supplement the learning.

Post test questions are provided at the back of the activity book, which can be handed in to the trainer/manager and marked.

Below you will find a detailed course listing for each title in the DVDlibrary.

CUSTOMER SERVICE 1: PREPARING TO BE OUTSTANDING

The Preparing to be Outstanding course helps participants understand their role in the critical business function of customer care. It helps them to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence. It will also show the value of their customers and the long term benefits of providing excellent customer service.

DVD1 (39 mins) - Why Customer Service Always Matters

DVD2 (23 mins) - Knowledge and Attitude

CUSTOMER SERVICE 2: SALES THROUGH SERVICE SKILLS

Sales through Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the ‘sales through service’ process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyse what the customer wants and needs by combining active listening and effective questioning...so they can make a real difference to sales and customer loyalty.

DVD1 (30 mins) Sales through Service Skills

DVD2 (48 mins) Sales through Service Skills (cont…)

CUSTOMER SERVICE 3: COMPLAINTS ANDANGRY CUSTOMERS

The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.

DVD1 (40 mins) Handling Complaints

DVD2 (31 mins) Angry Customers

CUSTOMER SERVICE 4: DEMANDING CUSTOMERS

The Demanding Customers course guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn’t right, but who is a customer, and who – with skill – will still be one in the future.

DVD1 (22 mins) Strategies for Challenging Customers

DVD2 (24 mins) Strategies for Challenging Customers (cont…)

PERFORMANCE MANAGEMENT 1: SET PERFORMANCE EXPECTATIONS

This course will help you see how to identify and set performance standards for your employees’ jobs, and see how they contribute to objective setting. You will see how to analyse and evaluate “good” performance objectives; and you will see the value of linking performance standards to rewards (or to other consequences).

DVD1 (35 mins) Set Performance Expectations 1

DVD2 (22 mins) Set Performance Expectations 2

Performance Outcomes

PERFORMANCE MANAGEMENT 2: MONITOR ANDMANAGE PERFORMANCE

This course will equip you with effective techniques for monitoring performance and helping people realise their potential. And it will help you build a team of skilled and capable people who are focused on success.

DVD1 (38 mins) Monitoring Performance

DVD2 (28 mins) Managing Performance 1

Solving Problems

DVD3 (20 mins) Managing Performance 2

Developing Performance

PERFORMANCE MANAGEMENT 3: THE PERFORMANCE REVIEW

This course will provide a framework for positive formal reviews and show you how to successfully link rewards, recognition and performance. It will help you build a team of skilled and capable people who are focused on success.

DVD1 (32 mins) Getting Ready to Review

DVD2 (42 mins) Evaluation and Review Meeting

FACILITATING TEAMCOMMUNICATION 1: MANAGING MEETINGS

Managing Meetings will help you to shape the way your team communicates and works together. It will equip you with techniques to make the best of any challenging people and situations you might encounter, and it will help you to build high performing teams that are flexible, creative and light on their feet.

DVD1 (42 mins) The Essentials

DVD2 (24 mins) Advanced Techniques

Resolving Common Meeting Problems

FACILITATING TEAMCOMMUNICATION 2: MANAGING CONFLICT ANDDIFFICULT BEHAVIOUR

Managing Conflict and Difficult Behaviour will help you to shape the way your team communicates and works together. It will help you handle conflict positively and constructively, and it will equip you with techniques to make the best of any challenging people and situations you might encounter.

This course consists of 2 high quality learning interactive DVDs.

DVD1 (17 mins) Managing Conflict

Managing Conflict between Team Members

DVD2 (24 mins) Managing Difficult Behaviour

Handling Difficult Behaviours Effectively

INFLUENCING SKILLS: MAKING MORE IMPACT ON BUSINESS

Influencing Skills shows people how to look for win-win outcomes and plan how to achieve them. It helps them develop the communication skills to influence effectively when they are face-to-face with customers, peers and their team. When participants have mastered the art of influencing, they’ll think smarter, work smarter and achieve more.

DVD1 (66 mins) - Achieving Win/Win Outcomes

DVD2 (25mins) - Influencing in Action

Influencing in Teams

DVD3 (32 mins) - Influencing in Action

COACHING FOR PERFORMANCE

Coaching for Performance helps participants develop a structured approach to coaching. It helps them to recognise good coaching opportunities and plan successful coaching programmes. It helps them to prepare and carry out productive coaching sessions and adjust their coaching style to suit the person and the situation.

DVD1 (16 mins) Planning to Coach

Planning Coaching

DVD2 (31 mins) Coaching in Practice 1

DVD3 (32 mins) Coaching in Practice 2

LEADERSHIP ANDTEAMWORK

Leadership & Teamwork introduces novice leaders and managers to the leadership styles and management approaches that are effective in today’s working environment. It helps them assess their leadership qualities, strengths and weaknesses, and understand how teams work, interact and grow so they can manage their team from co-existence to collaboration, from inception to high performance.

DVD1 (31 mins) What is Leadership? DVD3 (18 mins) Facilitating Teamwork

DVD2 (33 mins) Foundations of Teamwork DVD4 (23 mins) Growing your Team

POWERFUL PRESENTATIONS 1: CREATING POWERFUL PRESENTATIONS

Creating Powerful Presentations takes participants from the initial “call to present” to a completed script and effective visual aids. It explains how to formulate objectives, analyse audience needs and tailor their approach appropriately. It provides tools and techniques to help plan and write a well structured, compelling presentation. And it shows participants how to design and use effective visual aids so that their presentations result in positive action.

DVD1 (48 mins) Planning the Presentation

DVD2 (26 mins) Writing for Clarity and Impact

DVD3 (41 mins) Getting and Keeping Attention

POWERFUL PRESENTATIONS 2: DELIVERING POWERFUL PRESENTATIONS

Delivering Powerful Presentations shows participants how to present persuasively with professionalism, impact and style. It explores how words, body language and tone of voice combine to create a positive performance. It explains how to rehearse effectively. And it equips participants to handle questions with the poise and authority necessary for success.

DVD1 (55 mins) Developing Your Stage Presence

DVD2 (36 mins) Rehearsing and Handling Questions

PROBLEM SOLVING

Problem Solving is based on a simple 6 step process which includes a range of techniques for analysing the problem, generating and evaluating solutions, and deciding which solution to implement. It highlights behaviours and mindsets that assist individuals or teams during the problem solving process, and behaviours and mental blocks to avoid. It provides participants with a consistent approach to solving problems and stopping them from happening again.

DVD1 Problem Solving (54 mins)

DVD2 Problem Solving (59 mins)