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Customer service by telephone [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Importance of Telecommunications (2:15) -- Customer Service: Telephone Protocol (3:31) -- How to Make Customer Service More Effective (2:13) -- What Irritates Customers? (3:01)This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on.11 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Customer services; Filing systems; Office management; Office practice; Typewriting;
© [2008], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
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Acid rain [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Acid Rain is a Threat (2:25) -- Environmental Damage (3:31) -- Buffering Capacity (1:49) -- Oxides of Nitrogen and Sulfur (1:48) -- Increased Acidity (1:34) -- Effects of Acid Rain (4:02) -- Saving the Planet from Acid Rain (4:08)A history and explanation of the history of acid rain and the dangers posed by industrial carbon and sulfur emanations that interact with airborne moisture to produce acid rain. The program provides chemical definitions, illustrates geological and meteorological interactions, and traces the sources of acid precipitation. It also demonstrates ecological concepts, and suggests possible solutions.9 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Air pollution.; Atmosphere; Climatic changes; Ecosystem management; Weather;
© [2006], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
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The Goals of customer service [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Customer Service Stories (4:24) -- Customer Service Scenarios (4:36) -- Quality Customer Service (1:53) -- Effective Communication with Customers (3:29) -- Exceptional Customer Service (4:51)Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service.9 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Customer services; Filing systems; Office management; Office practice; Typewriting;
© [2007], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
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Sexual harassment [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Costs of Sexual Harassment (2:55) -- Defining Sexual Harassment (1:46) -- Men as Victims of Sexual Harassment (0:55) -- Sexual Harassment Case Study (6:53) -- Responding to Sexual Harassment (3:18)Using the EEOC definition of sexual harassment, this program shows how this damaging and expensive problem in the workplace takes place, how situations get out of hand, and how the problem can be addressed and stopped. It reviews all the well-worn excuses for ignoring harassment, provides suggestions for action if harassment is suspected, and highlights the cost of failing to take action at various stages of harassment.11 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Diversity in the workplace; Human capital; Organizational behavior; Personnel management; Psychology, Applied.; Psychology, Industrial.;
© [2008], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
unAPI

Managing difficult situations [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Difficult Customer Service Situations (3:05) -- Broken Record Strategy to Good Customer Service (3:15) -- Gentle Confrontation Strategy (3:47) -- Strategies for Dealing With Anger (3:12) -- Challenging Customer Service Situations (4:39)The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most effective ways of dealing with angry customers?11 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Customer services; Filing systems; Office management; Office practice; Typewriting;
© [2007], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
unAPI

Problem solving [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Bad Bosses in the Workplace (3:38) -- Workplace: Impact of Decisions (3:15) -- Steps to Creative Problem Solving (3:25) -- Identification of Office Problems (3:36) -- Ideas About Office Problems (4:38) -- Criteria for Finding Best Solution to Office Problems (3:08) -- Action Plans for Putting Solutions in Place (3:10) -- Creative Solutions to Office Problems (3:26)We make plans based on events proceeding as they should, but, in reality, problems arise more often than not. One of the most important sets of skills, in or out of the office, is problem solving. This program, presented in seminar format, addresses the creative and efficient channeling of energy to resolve problems. A unique five-step method for solving problems is described, and detailed exercises are presented.13 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Organizational behavior;
© [2008], c1988., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
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The Future is now [electronic resource (video)] : celebrating diversity / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Jobs Available vs. Qualified Applicants (2:52) -- Schools: Multicultural Needs (3:02) -- America's Dropouts (2:59) -- Corporate Involvement in Educational Improvement (2:43) -- Educational Monoculture (4:27) -- Diversity Awareness and Training (4:10) -- America's Mosaic Workplace (2:29)This program is devoted to the ways in which the demands of a diverse work force can best be met: how schools can help prepare students, how businesses can help build bridges, how all Americans can-and must-learn to value, respect, and benefit from diversity in society and in the workplace.13 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Diversity in the workplace; Human capital; Organizational behavior; Personnel management; Psychology, Applied.; Psychology, Industrial.;
© [2008], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
unAPI

The Law [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Power of State vs. Federal Government (2:50) -- State Government: Public Education and Transportation (3:50) -- State Government: Professional Licenses and Public Services (3:39) -- State Legislative Information Systems (2:47) -- State Legislators: Personal Feelings About Official Duties (3:31)This program shows us how state government impacts virtually every moment of our lives. Day-to-day activities, from eating breakfast to driving a car, are impacted by state law. The program shows how, and shows which state agencies are responsible for making and enforcing the laws that govern these activities. The cycle of taxation, and how revenues from state taxes are used for many services that support us, is also explored.8 to 12.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Civil law; Criminal law; Local government; State governments;
© [2008], c1995., Films Media Group,
On-line resources: http://cgcc-access.sage.eou.edu/login?url=http://fod.infobase.com/PortalPlaylists.aspx?aid=22322&xtid=6187 -- Part of the Films on Demand collection.;
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Lawmakers [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Who Can Run for the State Legislature (3:25) -- How to Get Elected to State Legislature (2:44) -- Motivations to Run for State Legislature (2:32) -- State Legislators: Personal and Professional Challenges (4:26) -- What It Takes to Be a Public Servant (3:24)This program focuses on those who choose to become legislators, and why. Many senators and representatives, from all walks of life, speak about what motivates them to seek public office. Interviews with factory workers, farmers, housewives, and policemen, who also serve in their state legislatures, dispel preconceptions about overly ambitious politicians. We learn that campaigning has become a nearly continuous process for representatives. The program also explores the impact of the growing numbers of female legislators.8 to 12.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Local government; State governments;
© [2008], c1995., Films Media Group,
On-line resources: http://cgcc-access.sage.eou.edu/login?url=http://fod.infobase.com/PortalPlaylists.aspx?aid=22322&xtid=6186 -- Part of the Films on Demand collection.;
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Tuning in to the customer [electronic resource (video)] / by Films for the Humanities & Sciences (Firm)(SAGE)1984150; Films Media Group(SAGE)1996584; MasterSource.;
Job Skills: Listening to Customers (3:01) -- Job Skills: Verbal and Non-Verbal Behaviors (2:32) -- Job Skills: Active Listening (5:18) -- Job Skills: Relating Person-to-Person (1:41)This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience, and contact overload; and shows when and how to change the subject.11 & up.Mode of access: Internet.System requirements: FOD playback platform.Title from distributor's description.
Subjects: Educational films.; Internet videos.; Videorecording.; Customer services; Filing systems; Office management; Office practice; Typewriting;
© [2007], c1991., Films Media Group,
On-line resources: CGCC online access -- Part of the Films on Demand collection.;
unAPI