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The Right Words At the Right Time

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Give ‘Em the Pickle “Give ‘Em the Pickle works. We will continue to use the training program and we will continue to recognize employees for going out of their way for the guest and each other.”
- Steve Leonard, Vice President of Westmark Hotels

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- David L. Preston, Hospitality Industry Training Director, Nashville Convention and Visitors Bureau

The New Business of Paradigms "I have been using Joel Barker's material for over fifteen years in training and OD interventions regarding leadership, change and innovation. I was very happy to see that the original Business of Paradigms had been updated. There are some things I miss from the earlier version but I'm very happy to see the current examples in the New Business of Paradigms. All in all, it met my expectations and accomplishes the learning points I want to make." -AVP, Associate Training -a Financial Services Company

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OUCH! That Stereotype Hurts: "Finally, a video that shows the viewer exactly how to respond in moments of diversity-related tension! No blame, no guilt, no conflict – just practical, specific skills that can be immediately applied in the workplace. OUCH! is a must-have and a must-see for anyone seeking to create and sustain a respectful workplace." -Sondra Thiederman, Ph.D., Author, Making Diversity Work: Seven Steps for Defeating Bias in the Workplace

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The Right Words At the Right Time

Duration: 15 Minutes

Support Material: Leader’s Guide and Powerpoint Presentation on CD Rom, plus 10 Pocket Reminder Cards

Note: Mandarin, Cantonese, Simplified Chinese and Traditional Chinese versions of the film may incur an additional cost. Please contact your local Mind Resources office for details.

AUD $890.00

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding.

This program will empower your staff with a clear and memorable checklist of service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes, demonstrate the use of The Right Words at the Right Time, to over-come almost any service recovery challenge.

Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it.

SITUATIONS COVERED:

-A caller threatens a lawsuit.

-A citizen claims race is a factor in his application denial.

-A business owner is upset that her permit is denied.

-A veteran is offended by a scheduling delay.

-A citizen claims he was next in a service line.

-A customer makes unwanted advances with a personal gift.

-An applicant won't end her cell phone conversation.

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