Shopping Cart (0)
Video  Finder
Managing a Complainer
Duration: 9 Minutes
AUD $275.00
Synopsis

Barney, a neighbor, is irate because his car is blocked in, and gets more angry to discover staff who do not speak English and that Carlos is no longer cleaning the garage and is now the new receptionist. Carlos tries to show empathy for Barney but it backfires. Carol escalates the anger whilst Marcus demonstrates his effective conflict resolution skills to bring the situation under control.

Barney, the neighbor, arrives irate because his car is blocked in the garage. He is loud, rude and aggressive and Carlos struggles to handle him. Carol suggests allowing complainers vent, and then to patronize them, which she demonstrates in her interaction with Barney, before storming off. Marcus however, is able to calm Barney down and address each of his problems. Barney complains to Marcus about Carol's attitude and Marcus discusses constructive dialogue and anger management issues. Carol returns and Marcus helps them both deal with each other in a calmer way to the point where Barney can recognize the true feelings behind his anger. He is able to acknowledge the assistance that Marcus has given him in recognizing anger as a secondary emotion.   

Key Learning Points

"Anger is an outward expression of discontent. Managing anger calmly and effectively is a life skill"

RESOLVE COMPLAINTS EFFECTIVELY

Don’t ignore reasons for anger
INSTEAD: Ask questions to establish facts

Don’t raise your voice
INSTEAD: Stay calm and in control

Don’t escalate by being defensive
INSTEAD: Take responsibility to fix problems

Don’t be vague with help
INSTEAD: Provide practical solutions
 

WARNING - These videos are designed to provoke discussion and response. They are contemporary, fast paced, short, character driven TV style comedies that take a new approach to reaching today's learners. By laughing, discussing, sharing outrage, reacting to the behaviors on screen, we can use these strong feelings and thoughts to develop a clearer shared view of how we want to behave, how we manage these situations, and how we want our team to behave and respond.

Psychological Rationale to Learning The producer, psychologist Eve Ash, has created this specific comedy approach to engage learners who are a media saturated generation that increasingly report being uninspired, unchallenged and bored by traditional or outdated training videos. Eve wanted to create a series that people want to see more of, want to discuss and then refer to when similar occasions arise at work- but with shared insight.

Whilst some people find them insensitive or outrageous, the vast majority of viewers and users have found them refreshing, stimulating and great for getting energy and enthusiasm back into learning. They can of course be coupled them with other programs like the SWITCH ON series, or WORKPLACE EXCELLENCE.

Recommended Audiences
  • All staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Drama
  • Comedy
STOCK CODE
CEC28
ISBN
9781921910319
Published
Melbourne, Australia
Filming location
Los Angeles, USA
Release year
2012
Copyright owner
Seven Dimensions
Publisher
Seven Dimensions