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Working with manipulative people can be difficult, as they have the ability to influence or even exploit you. Psychologist, Peter Quarry, explains reactions to manipulation. He suggests the need to talk to...
In some workplaces, employees need to deal with really difficult customers or clients - often for lengthy periods of time. Psychologist Peter Quarry explains that we need to understand why they are being...
The four DVDs in the series provide dramatised case studies to help leaders, managers and team members to overcome leadership blunders, personality clashes, client service disasters and bullying and...
MANAGING DIFFICULT CONVERSATIONS will help managers identify and adjust thought patterns before approaching the difficult conversations that are an inevitable fact of business life. The interactive course...
A training film showing how to deal with angry phone calls in a way that will reduce the caller’s anger and reduce the stress caused by the person dealing with their anger. Shows three different call...
In an unscripted role-play a key worker discusses a work issue with his manager. Inthe first session the manager does not use counselling or communication skills, in the second one she does. There is an...
Excellent customer service comes when staff say and do the right things and their body language, tone of voice and the way they listen to customers is also giving the right message. This drama video shows...
Two programmes about communication skills and customer care in the building industry.
The reference work that enables the user to study emotions and learn the meanings of facial expressions and tone of voice, drawing on a comprehensive underlying audio-visual and text database. It consists of...
A 2-volume video set in which Abe Wagner shows how to apply two conerstones of effective communication, transactional analysis (TA) and neurolinguistic programming (NLP) to business life - mangement, sales,...
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