Short preview

All pricing

About

An excellent case study of a major product delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and leadership skills.

Part 1: The Problem - Anne is furious about the inferior quality of a recent delivery. Tash, the account manager, takes responsibility, listens and apologizes, and commits to solving the problem quickly.

Part 2: Resolving the Problem - Tash investigates the problem internally - without blame, and leads the team to implement a quick solution.

Part 3: Updating the Client - Tash keeps the client informed and outlines the full solution, again apologizing.

Part 4: Ensuring Problem Won't Happen Again - Tash debriefs with the team and invites ideas to improve.

This is available as part of

Difficult People and Situations Series
A series of 4 outstanding dramatized videos - a must for every business! Excellent case studies to help develop effective communication and leadership skills. Covers:Open communication, conflict resolution, and teamwork. Leadership, feedback and problem solving Diversity, bullying and sexual harassm... read more
 
Categories
Bullying / Harassment
Conflict / Difficult People
Teamwork /Managing Teams
Release Date
Jan 1, 2009
Video Running Time (minutes)
15:00
Producer
Seven Dimensions
Course ID
DIFF04

Handouts

Description
Leaders Workbook

Only preview versions of handouts can be viewed without a license.