Jefferson State Community College Libraries: Professional Development: Employee Training

Employee Training from the Human Resources Department

JSCC Human Resources Employee Training

Virtual Workshops for Customer Service

Customer Service Essentials
Improve your customer satisfaction levels and increase customer loyalty with this Customer Service Essentials. This series delivers funny, memorable, short-form videos that will change the way employees behave when they are with customers.

Choose from one of the following short-form videos:

Customer Types: Customer Service Essentials
First Impressions: Customer Service Essentials
Advising the Customer: Customer Service Essentials
After Sales: Customer Service Essentials
Communicating Effectively: Customer Service Essentials
Service for Sales: Customer Service Essentials
The Power of Behavior: Customer Service Essentials
Customers On the Phone: Customer Service Essentials
Online Customers: Customer Service Essential
When Things Go Wrong: Customer Service Essentials

Online Customer Service
Helping people via the Internet might sound easy, but in fact, many customers expect more from a digital interface than they do from in-person or telephone venues. And because folks can take their business elsewhere with one swift click or keystroke, competition for online customers is fierce; anyone tasked with keeping them happy is on the front line of a company’s battle to succeed. Using eye-catching animation, down-to-earth explanations, and illustrative chat excerpts, this video presents the best ways to assist customers who sign in rather than stroll in. Topics include the basic parameters, functions, and fine points of live chat, which enables a trainee become the “voice” of his or her company; the ways in which social media platforms like Facebook and Twitter can play a role in effective customer service; the importance of e-mail etiquette; and the methods by which a service representative should deal with online behavior that becomes upsetting or offensive. Viewable/printable educational materials are available online. A Films for the Humanities & Sciences Production. (20 minutes)

Active Viewing Guide
Active viewing guide in the form of a series of questions to promote learning.

Virtual Workshops for Digital Communication Skills

Digital Communication Skills: Dos and Don’ts
From texting to email to video calls, digital technology has transformed how we communicate with each other. But in formal situations like at work or in school, which forms of communications are appropriate, and when? Viewers of this video, especially digital natives, may be surprised to discover that communicating isn’t just about sharing information—it’s creating it—and that the ways in which emails, texts or voice messages are composed and conveyed may make the difference in impressing or disappointing an employer or co-worker. Even for late adopters of digital technology, this video has important points on what you should do—and what you don’t want to do—when it comes to email, texting, videoconferencing and using the phone for business calls or voice mail. A Coproduction of Films for the Humanities & Sciences and MotionMasters.

Virtual Workshops for Professionalism

With tips and advice from career counselors, human resources reps, new employees, and seasoned business professionals, this three-part series takes a commonsense approach to the details of job success. Each program provides essential information on the big issues (dress codes, asking for a raise) as well as on matters seldom covered (dealing with office politics, surprise visits from higher-ups). Engaging graphics make pertinent points easy to remember, and anecdotes from a focus group of young professionals give real-life context to expert recommendations. The importance of good interpersonal skills and having a positive attitude is promoted throughout.

A Cambridge Educational/MotionMasters Coproduction. 3-part series, 25 minutes each.

Learning Objectives
PDF of the learning objectives for the three-part series Professionalism 101.

Professional Image
Being well dressed is only one part of presenting a good workplace image… What if you’ve done your best to maintain fast-track skills and are then asked to perform a menial task? This program guides viewers through a breakdown of just what constitutes career-appropriate demeanor. With an emphasis on having a good attitude, the video discusses handling mistakes, determining dress codes, staying abreast of industry trends, workspace appearance, and even kitchen etiquette. A list of specific—and learnable—leadership qualities is provided, while a group of young professionals recounts anecdotes of workplace successes and mistakes throughout. A viewable/printable instructor’s guide is available online. A Cambridge Educational/MotionMasters Coproduction. Part of the series Professionalism 101. (25 minutes)
Working Together
Because career success can depend just as much on getting along with colleagues as it does on job knowledge, this program addresses the issues that most frequently come up when working in groups. Through input from human resources reps, viewers learn how to handle conflict, gossip, and office politics; determine the types of information that should and should not be shared with their supervisors; and understand their organization’s chain of command. The video also covers in-office and virtual meetings (where to sit, what to say, conversation protocol), taking time off, ethics, bullying, and harassment; and a group of young professionals shares examples of bad behavior in meetings. A viewable/printable instructor’s guide is available online. A Cambridge Educational/MotionMasters Coproduction. Part of the series Professionalism 101. (25 minutes)
Business Etiquette
How should you balance social media and your job? What’s the best way to ask for a raise? Who should pick up the tab for a business lunch? In this program, both business experts and a focus group of young professionals advise viewers on the proper way to conduct oneself in different types of work-related situations. Among the many topics covered are nonverbal communication and “personal space,” handling dissatisfied callers, when and how to interrupt a busy colleague, composing professional e-mails, asking for a raise, and managing time effectively. The focus group also offers tips and anecdotes on what not to do at work. A viewable/printable instructor’s guide is available online. A Cambridge Educational/MotionMasters Coproduction. Part of the series Professionalism 101. (25 minutes)

After viewing all three videos, access the quiz below to test your knowledge.

Quiz: Professionalism 101
The following quiz is derived from the three-part series Professionalism 101: Skills to Succeed and Advance at Work.