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JWA Video Hot Topics 1 Training Libraries 3 Customer Service 4 Management Supervision 6 Personal Improvement 13 Telephone Skills 15 Team Building 16 In An Instant® 18 Order Form 20

Special Offers! Buy all 3 NEW Programs for only $299.95! Communication Skills… What Everyone Needs to Know The Keys to Effective Supervision The Basics of How to Plan, Write and Give a Winning Presentation! See page 1.

Dear Friend: I believe it’s important to remember that training continues to be the critical link to help us get better at what we do, and improve the bottom line at the same time. Keeping this in mind, all the programs that are included in this catalog have been produced by JWA/Video emphasizing our commitment to provide the highest quality in training programs at “the” most reasonable prices. As times change so must we all. More than 20 years ago we began offering our programs on videocassette. Then as technology changed we moved to DVD; and now we offer our training programs streamed online as well, on our Learning Management System (LMS). Our most recent addition to our training offerings are seminars on leadership and management with a customer service twist! These seminars use the “DECC” theory of leadership developed by our staff here at JWA/Video. If you have interest in our seminars, please email jack@jwavideo.com or call us directly at 312-829-5100. We would be more than happy to work with you on developing a customized seminar for your company. This catalog contains more than 80 programs that deal with everything from customer service and cultural diversity to sexual harassment and team building. We hope you will take time to make a number of these programs part of your training today! Thank you!

Customer Service Special: The Power of Customer Service Winning Customer Loyalty Eliminate Customer Turnoffs Winning Customer Loyalty Exceed Customer Expectations

Buy all three programs for the special price of $329.85

John R. Wilson President JWA/Video P.S. Let me draw your attention to pages 18–19 for a very special offer...The In An Instant® Business Training Library complete with six DVDs, six videocassettes, six audio CDs, six books and six post-tests, all for less than you would pay for most other individual training programs!

See page 4.

In An Instant® Business Library for only $749.95:

Complete JWA Video Library

Six full training courses:

The New Supervisor: Skills for Success The Power of Customer Service Effective Teamwork How to Develop Effective Communication Skills Succeed By Listening Negotiating for Business Results See pages 18–19.

phone: 1-800-327-5110 or 1-312-829-5100 |

Includes every training program in this catalog. 1080DF $6,995.00

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Hot topics

Buy

Special! ms ra all 3 NEW prog

We are pleased to announce that each of the 3 programs below has received a Communicator and Davey Award.

Pkgs. DVD and BoLY ok$299.95 ON . XJ-008 and Book Pkgs Videocas-00se4ttONe LY $279.95  XJ

NEW!

Communication Skills…What Everyone Needs to Know

Effective communication is the difference between productivity and chaos in the workplace. There are basic skills you must learn and apply to ensure your message is understood every time. But too often we forget the fundamentals as we rush to complete more work in less time. In this new training program you’ll learn practical techniques to improve all your communication skills—written, oral, electronic, and face-to-face. Includes a copy of the book Everyday Communication Techniques for the Workplace. DVD and Book Pkg. (30 min.) Videocassette and Book Pkg. (30 min.) Additional Books (94 pages)

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$129.95 $109.95 $10.95

NEW!

The Keys to Effective Supervision How to Build a High-Performance Workforce Whether it’s your first day as a supervisor or you’re a seasoned veteran, this training program will make you even better at your job. You’ll learn to develop the critical skills you need to be a truly effective leader—communicate with clarity, make effective and timely decisions, recruit, train, motivate and retain a successful workforce! Even the busiest managers can apply the training techniques found in this new program. Includes a copy of the book Developing a High-Performance Workforce. DVD and Book Pkg. (30 min.) Videocassette and Book Pkg. (30 min.) Additional Books (94 pages)

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$129.95 $109.95 $10.95

NEW!

The Basics of How to Plan, Write and Give A Winning Presentation! Be ready to anticipate the moment. Feel the goals and aspirations of your audience and make the presentation of your life! Divided into three sections—planning, writing, and giving a presentation, this new training program will help you overcome the “presentation jitters” and deliver what the audience expects—a great speech! View clips of some of the world’s most memorable speeches. Learn from the great communicators! Includes a copy of the book 75 Ways to Improve Your Next Speech! Telly Award DVD and Book Pkg. (30 min.) Videocassette and Book Pkg. (30 min.) Additional Books (94 pages)

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$129.95 $109.95 $10.95

jwavideo.com | fax: 1-312-829-9074

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Hot Topics

Best Seller!

Prevent Sexual Harassment in the Work Place Sexual harassment is a complicated issue, and one that unfortunately confronts employers and employees on a far too regular basis. Would you know what to do if you were confronted with what you believe is sexual harassment? Do you understand the definition of sexual harassment and how it can affect your organization? And, can you stop it from being a part of your corporate culture before it starts?

You’ll learn • How to establish a specific written policy that prohibits sexual harassment DVD, Audio CD, Book Pkg. (24 min.) Videocassette, Audio CD, Book Pkg. (24 min.) Additional Booklet (16 pages) Additional Audios (24 min.)

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• How to confront the harasser if sexual harassment is taking place • The definition of sexual harassment • How to prevent sexual harassment from happening in your organization This new self-study training program helps both the employer and employee know what they should do if they encounter sexual harassment in the work place. Complete with DVD, audio CD, and booklet, Prevent Sexual Harassment: What You Need to Know presents a systematic approach to a very difficult problem.

$129.95 $109.95 $4.95 $12.95

Supervising the Difficult Employee Nobody likes working with a difficult employee…and for supervisors, confronting that employee about his or her difficult behavior seems even worse! Supervising the Difficult Employee, however, will steer you through six main objectives that will help you redirect an employee whose behavior is nonproductive, unsuccessful, and negatively affects other co-workers. It begins by highlighting steps for determining the root problem, using accurate documentation, then helping that employee take corrective action. Who knows? You may find that your “problem” employee just needed guidance to be one of your “best.” DVD, Audio CD, Book Pkg. (23 min.) Videocassette, Audio CD, Book Pkg. (23 min.) Additional Books (107 pages) Additional Audios (23 min.)

Best Seller!

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You’ll learn to • Identify problems and explain to the employee why his or her behavior must change • Follow a four-step process for gathering facts about the employee’s behavior • Implement documentation procedures to support any necessary disciplinary action • Determine disciplinary action and hold a corrective discussion with the employee This how-to training program comes with a copy of the book Supervising the Difficult Employee by Ann M. McGill which is part of the Business Skills Express Series published by The McGraw-Hill Companies.

$129.95 $109.95 $10.95 $12.95

Best Seller!

The New Supervisor: Skills for Success Whether this is your first day as a supervisor or you’ve been on the job for years, The New Supervisor: Skills for Success will help you develop and improve your skills and make being a supervisor productive and enjoyable.

• How to make timely, effective decisions • How to praise, correct and deal with conflict • The need for managing change and how to manage your time • How to communicate effectively This how-to training program comes with a copy of the book The New Supervisor: You’ll learn • How to develop the necessary leadership Skills for Success by Bruce B. Tepper, which is part of the Business Skills Express Series skills published by The McGraw-Hill Companies.

DVD, Audio CD, Book Pkg. (48 min). Videocassette, Audio CD, Book Pkg. (48 min). Additional Books (103 pages) Additional Audios (48 min.)

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phone: 1-800-327-5110 or 1-312-829-5100 |

$129.95 $109.95 $10.95 $12.95

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training libraries

JWA/Video presents training libraries priced to fit your budget! Each library contains numerous DVD* training programs, accompanying books and audio CDs.

Frontline Library

You Save

$302.50! Learn many of the basic skills necessary to compete in today’s complex marketplace with the new Frontline Library. Complete with 12 DVDs and videocassettes, 10 books and 7 audios, these programs provide the fast-paced material needed to improve the performance of the new employee or the long-time veteran. Your cost—only $1,115! If you were to buy these programs individually, the total would be $1,417.50. Buy the complete library and save $302.50! The Frontline Library includes the following titles: • Succeed by Listening • How to Handle Difficult People (3 Volumes) • How to Make Winning Presentations • Communicate and Win (videocassette) • Writing for Business Results • Effective Teamwork • Telephone Skills at Work • Time Management: Ideas that Work (videocassette) • How to Set and Really Achieve Your Goals • The Basics of Business Etiquette

Manager’s Library

You Save

$300.00! Improve your management team with the new Manager’s Library. Comprised of 10 DVDs, 10 audios, and 10 books, this library will help your managers get the needed jump on the competition. Your cost—only $999.50! If you were to buy these programs individually the total would be $1,299.50. Buy the complete library and save $300.00! The Manager’s Library includes the following titles: • How to Deal with Cultural Diversity in the Work Place • Prevent Sexual Harassment in the Work Place • Time Management: Get the Most Out of Your Time • Negotiating for Business Results • How to Hold Successful Meetings • Succeed by Coaching • Empowering Employees • How to Supervise People • The New Supervisor: Skills for Success • Hiring the Best JWAML $999.50

JWAFL $1,115.00

Customer Service Starter Set

You Sav $130.75!e

Give your customer service people the head start they deserve with the Customer Service Starter Set. This training library comes with a total of 5 DVDs, 5 audios, and 5 books to give your customer service people the necessary tools to deal with the most important person to your organization—The Customer! Your cost—only $519! If you were to buy these programs individually, the total would be $649.75. Buy the complete library and save $130.75!

The Customer Service Starter Set Library includes the following titles: • 50 Ways to Keep Your Customers • Winning Customer Loyalty: Exceed Customer Expectations • The Basics of Profitable Customer Service • Winning Customer Loyalty: Eliminate Customer Turnoffs • The Power of Customer Service JWACSL $519.00

New Communication Set

You Sav This Communication Set $130.75!e allows you to improve your communication skills in a short period of time at a most reasonable price. The following DVD titles are included in the set: • Communication Skills That Build Winning Relationships • Use the Telephone the Right Way • Better Meeting Management for Better Communication • Feedback Skills for Supervisors • Manage Your Time Better 1057S $519.00

Full descriptions of individual programs may be found throughout this catalog. *Videocassettes also available

jwavideo.com | fax: 1-312-829-9074

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Make customer service a true part of your corporate culture. See our new Customer Service Compatibles™!

Customer Service

Volume 1: Winning Customer Loyalty… Eliminate Customer Turnoffs You’ll learn to

Volume I: Winning Customer Loyalty...Eliminate Customer Turnoffs looks at what really alienates your customers. It costs five times as much to get a new customer as it does to keep an existing one, and in this program, Dr. Paul Timm shows you how to build the kind of loyalty that keeps customers coming back.

• Know the difference between value turnoffs, systems turnoffs, and people turnoffs • Assess how you are treating your customers • Develop the “little” things to provide great customer service

Volume 1—DVD, Audio CD, Guide Pkg. (26 min.) Videocassette, Audio CD, Book Pkg. (26 min.)

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$129.95 $109.95

Volume 2: Winning Customer Loyalty… Exceed Customer Expectations You’ll learn to

Volume 2: Winning Customer Loyalty...Exceed Customer Expectations takes the ambiguity out of what it means to “give your customer more.” Dr. Paul Timm shows you how to set yourself apart from your competitors.

• Identify six different categories of customer expectations and how you can pleasantly surprise your customer • Provide E-Plus service (that little bit Extra) • Anticipate customer expectations • Provide on-time service • Understand the need for follow up and how to do it

Ask us about Online Streaming of our programs Email Jack@jwavideo.com

Volume 2—DVD, Audio CD, Guide Pkg. (28 min.) Videocassette, Audio CD, Book Pkg. (28 min)

2-Volume Set (54 min.)— DVD, Audio CD, Guide Pkg. (54 min.) 1042ADS $219.90 Videocassette, Audio CD, Book Pkg. (54 min) 1042AVS $199.90

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$129.95 $109.95

2-Volume Set plus “The Power of Customer Service” package (54 & 45 min.)— DVD, Audio CD, Guide Pkg. (54 & 45 min.) 1043ADS $329.85 Videocassette, Audio CD, Book Pkg.(54 & 45 min) 1043AVS $289.85

The Basics of Profitable Customer Service Companies with great customer service not only survive, they thrive. Those that provide poor customer service fail. In the training program The Basics of Profitable Customer Service you’re given the tools necessary to make your business grow and prosper. Divided into segments, this training program is designed to be used by individuals for selfstudy and trainers in training sessions. DVD, Audio CD, Guide Pkg. (60 min.) Videocassette, Audio CD, Book Pkg. (60 min.) Additional Books (121 pages) Additional Audios (60 min.)

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You’ll learn

• The 10 dimensions of service quality • How to develop a caring attitude toward your customers • The 13 strategies to becoming a better listener • The VIN and SERV philosophy of high quality customer service • Techniques to keep your customers coming back

$129.95 $109.95 $12.95 $12.95

Visit jwavideo.com for more information or to place your order.

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phone: 1-800-327-5110 or 1-312-829-5100 |

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customer service

The Power of Customer Service Using the “three Cs” of customer service—Concern, Communication and Competence—leading customer service expert Dr. Paul Timm brings to life the skills needed to enrich any customer relationship. Customer service comes from the inside of an individual. It comes from the desire to provide excellent service to everyone, whether they are a long-time customer, new customer, co-worker, friend or relation. The Power of Customer Service training program is not a lot of theory. In fact it is just the opposite. It provides how-to information that can be put to

work immediately. Complete with DVD or videocassette, audio CD and book, you will learn the basics needed to help any organization master the skills to dramatically improve its customer service. We urge you to try this best-selling training program. It will help you when you are dealing with the ultimate boss in your organization—the customer!

Best Seller!

DVD, Audio CD, Guide Pkg. (45 min.) Videocassette, Audio CD, Book Pkg. (45 min.) Additional Books (39 pages) Additional Audios (45 min.)

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$129.95 $109.95 $12.95 $12.95

Now available in Spanish!

El poder de la attencion al cliente Videocassette or DVD, audio CD and book are translated into Spanish. Completo con video, audiocassette y el libro.

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$129.95 $109.95 $12.95 $12.95

Best Seller!

Succeed By Listening We have all been involved in the “he said, she said” world of communicating. He said this, no she said that, and no one is really sure what anyone said. This training program helps you overcome the listening and language barriers that cause these problems. In Succeed By Listening you’ll discover the basic principles and techniques needed to become an active

DVD, Audio CD, Book Pkg. (59 min.) Videocassette, Audio CD, Book Pkg. (59 min.) Additional Books (39 pages) Additional Audios (60 min.)

listener and better communicator in both your business and personal life. You’ll learn to handle the tough situations by really understanding what has been said. You’ll have the confidence needed to solve the difficult problems and react without misunderstanding. DVD, Audio CD, Book Pkg. (35 min.) Videocassette, Audio CD, Book Pkg. (35 min.) Additional Books (194 pages) Additional Audios (35 min.)

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$129.95 $109.95 $18.95 $12.95

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$129.95 $109.95 $10.95 $12.95

50 Ways to Keep Your Customers We have said it before and we will say it again: Like it or not, customer service is the competitive battleground of the new millennium. Buying decisions in many cases are made not only on the quality of the product, but on the quality of the customer service. In 50 Ways to Keep Your Customers, Dr. Paul Timm provides the hands-on, do-it-now techniques and skills that will keep

customers happy and ensure that they keep coming back. Numbered 1 to 50, each skill in this training program can be put to use immediately.

DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Additional Books (92 pages) Additional Audios (30 min.)

Ask us about our NEW Customer Service Leadership Seminar. Email jack@jwavideo.com for more information.

jwavideo.com | fax: 1-312-829-9074

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Ma n a g e m e n t s u p e r v i s i o n

Best Seller!

How to Supervise People Someone once said, “It’s not the job that causes me problems, it’s the people who work for me!” Well, sorry to say, in many cases people feel just that way. But it does not have to be like that. Being a supervisor can be one of the most satisfying, productive, and even enjoyable experiences anyone can have. When you really think about it, leadership is the ultimate challenge in any job. It takes skill, toughness, and

DVD, Audio CD, Book Pkg. (48 min.) Videocassette, Audio CD, Book Pkg. (48 min.) Additional Books (70 pages) Additional Audios (48 min.)

Best Seller!

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$129.95 $109.95 $12.95 $12.95

sensitivity sprinkled with that ever-soimportant touch of common sense. In this training program, you’ll learn the how-to approach to supervising—some theory and a lot of “what to do if” answers.

You’ll learn

• Techniques to develop and inspire your people • How to lead • Keys to teamwork and team building • Strategies for dealing with change • How to deal positively with conflict and compromise • The best methods for cost control

Time Management: Get the Most Out of Your Time You can take hold of your time and your schedule, and you can manage your job more effectively. Too many of us get bogged down in time-wasting activities! Gain control with Time Management: Get the Most Out of Your Time. Based on a book by Marc Mancini, which is part of the Business Skills Express Series published by The McGrawHill Companies.

DVD, Audio CD, Book Pkg (39 min.) Videocassette, Audio CD, Book Pkg. (39 min.) Additional Books (154 pages) Additional Audios (39 min.)

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$129.95 $109.95 $12.95 $12.95

You’ll learn to

• Use the simple ABC System to prioritize your jobs • Deal with and conquer time-wasting procrastination tactics • Block off time each day for uninterrupted work • Plan phone calls to cover only necessary information • Understand the importance of saying “no” to save time Learn Online with JWAVIDEO Streaming Call us today!

How to Get Things Done

Complete JWA Video Library Includes every training program in this catalog. 1080DF $6,995.00

Too many people view the process of time-management as a survival exercise rather than a road map to success. They remember the old quote, “Time is money” and they panic! They are always just trying to survive the latest deadline crisis either in their office or at home. Well, it doesn’t have to be this way at all. We can learn to make the best use of our time, either in the office or at home, by putting into practice the techniques and skills found in How to Get Things Done. You’ll learn fresh new ideas and techniques on how to master your time. Loaded with vignettes and graphics,

DVD, Audio CD, Book Pkg. (48 min.) Videocassette, Audio CD, Book Pkg. (48 min.) Additional Books (79 pages) Additional Audios (48 min.)

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phone: 1-800-327-5110 or 1-312-829-5100 |

this training program is a must-purchase for anyone who needs help with time management.

You’ll learn • How to deal with the daily crunch of meetings, phone calls and deadlines • The tactics to say “no” when you face a difficult situation • How to delegate and not worry about the job getting done • How to establish priorities

$129.95 $109.95 $12.95 $12.95

jwavideo.com


Ma n a g e m e n t s u p e r v i s i o n

Basics of Business Etiquette • The basics of how to act in both business The way you handle yourself in a and social situations business and social environment can reveal a lot about you and your position within an • How to manage dining dilemmas (which fork, glass, and plate belong to YOU?) organization. From meetings with the boss to meetings with clients and customers, This training program includes a copy of knowing the right things to do and say can the book Business Etiquette by Marjorie Brody make a tremendous difference in helping and Barbara Pachter, which is part of the you and your company reach your goals. Business Skills Express Series published by You’ll learn The McGraw-Hill Companies. • Proper manners for meeting and greeting others • Spatial arrangements: How close to stand and why DVD, Audio CD, Book Pkg. (45 min.) • Basic office equipment etiquette Videocassette, Audio CD, Book Pkg. (45 min.) • Professional presence (what to wear and Additional Books (122 pages) not to wear) Additional Audios (45 min.) CD-ROM & Book Pkg. (70 min.)

Succeed by Coaching—Coaching Skills for Supervisors Do you want reduced costs and reduced employee turnover? Do you need improved quality and quantity of work by your staff to make your business grow? Do you desire improved employee problemsolving ability and increased likelihood that goals will be reached? Do you want enhanced employee growth? If the answer is “yes” to any of these questions, then you need Succeed by Coaching. With this practical guide of do-it-now information you’ll discover the essentials of coaching, including how to do it, when to do it, and why it is necessary in today’s business world.

You’ll learn

Best Seller!

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$129.95 $109.95 $10.95 $12.95 $195.00

Best Seller!

• The coaching process model • How to evaluate your employees • How to set performance goals • How to provide feedback Succeed by Coaching comes complete with a copy of the book Coaching Skills by Robert W. Lucas, which is part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Additional Books (92 pages) Additional Audios (30 min.)

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$129.95 $109.95 $10.95 $12.95

How to Make Winning Presentations One of the greatest fears for nearly everyone is the fear of making a speech in front of a group of people. Whether it is to one person or one thousand people, the fear is real and for many it’s devastating. Don’t be one of these people. Stand before any size group and feel comfortable and confident. With the training program How to Make Winning Presentations you’ll develop the skills necessary to make every presentation a success and feel comfortable and in control when giving it. You too can improve your verbal communication skills with the How to Make Winning Presentations training program. Comes with a copy of the book How to Make Winning Presentations by Dr. Paul R. Timm.

You’ll learn • The two key ideas on which to build presentations • How to overcome presentation jitters • Why, how and when to adjust to the audience • How to look, act and feel composed • How to deliver what audiences expect • The secret to action endings • Why it’s important to be idea conscious and not self-conscious DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Leader’s Guide (32 pages) Additional Books (93 pages) Additional Audios (30 min.)

Visit jwavideo.com for more information or to place your order. 1022AD 1022AV 1022LG 1022B 1022A

$129.95 $109.95 $12.95 $10.95 $12.95

jwavideo.com | fax: 1-312-829-9074

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Ma n a g e m e n t s u p e r v i s i o n

How to Develop Effective Communication Skills

Complete JWA Video Library Includes every training program in this catalog. 1080DF $6,995.00

Communication is one of the most important words in any business. If you can communicate, you and your business will move forward and most likely thrive. If you can’t, the road to success is blocked with numerous obstacles, many of which are too difficult to cross. How to Develop Effective Communication Skills is a systematic, detailed training program that gives you a blueprint for effective communication; a formula for understanding. You will learn the skills needed in order to compete in the worldwide marketplace to make you and your company successful.

DVD, Audio CD, Book Pkg. (34 min.) Videocassette, Audio CD, Book Pkg. (34 min.) Additional Books (100 pages) Additional Audios (34 min.)

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$129.95 $109.95 $10.95 $12.95

You’ll learn to • Build trust so you can communicate openly and freely with others • Remove barriers to positive communication • Communicate nonverbally and verbally • Develop better relationships through listening • Deal with conflict in the work place This training program comes with a copy of the book, Effective Interpersonal Relationships by Robert W. Lucas, which is part of the Business Skills Express Series published by The McGraw-Hill Companies. Ask us about Online Streaming of our programs Email Jack@jwavideo.com

How to Deal with Cultural Diversity in the Work Place In this best-selling training program you will see the value of the differences in people and develop the skills necessary to put cultural diversity to work to benefit you and your organization.

You’ll learn to

• Communicate effectively with individuals from diverse cultures • Mentor individuals from different backgrounds • Be sensitive to older employees • Build foundations for teamwork • Deal with the varying perspectives of individuals from diverse cultures • Resolve conflicts by focusing on the common goal

DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Additional Books (76 pages) Additional Audios (30 min.)

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$129.95 $109.95 $10.95 $12.95

All JWA programs are designed to be used by trainers and by individuals for self-study

Negotiating for Business Results Negotiation takes place all the time. It plays a vital role in your everyday business and personal life; yet, many people view negotiation as an onerous exercise to be tolerated rather than enjoyed. By viewing Negotiating for Business Results you’ll develop the skills necessary to help you become a successful negotiator, and at the same time, learn to enjoy the process along the way. DVD, Audio CD, Guide Pkg. (39 min.) Videocassette, Audio CD, Book Pkg. (39 min.) Additional Books (88 pages) Additional Audios (39 min.)

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phone: 1-800-327-5110 or 1-312-829-5100 |

$129.95 $109.95 $10.95 $12.95

You’ll learn • How to prepare for any kind of negotiation • Highly effective negotiation techniques for specific situations • How to anticipate what the other side will do and how to react • How to outline your negotiating goals This training program includes the Business Skills Express Series book Negotiating for Business Results written by Judith E. Fischer and published by The McGraw-Hill Companies.

jwavideo.com

Visit jwavideo.com for more information or to place your order.


Ma n a g e m e n t s u p e r v i s i o n

Hiring the Best Good people are the lifeblood of any organization. That’s common knowledge. But knowing how to find and identify them is not. How can you make smart hiring decisions that will make you—and your boss—happy? You can do it by following the systematic hiring process explained in Hiring the Best. This step-by-step program tackles the ins-and-outs of finding and hiring employees you can depend on. You’ll learn how to be proactive in the process, view resumes with an eagle-eye and ask questions that get results.

You’ll learn • How to use “Must-Have” worksheets for each job opening

• When to use interrogatory, reporter, and probing questions • The importance of listening during the interview • How to check references before hiring • Which questions not to ask This new training program comes with a copy of the book Hiring the Best by Ann M. McGill, which is part of the Business Skills Express Series published by The McGraw-Hill Companies.

DVD, Audio CD, Book Pkg. (25 min.) Videocassette, Audio CD, Book Pkg. (25 min.) Additional Books (88 pages) Additional Audios (25 min.)

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$129.95 $109.95 $10.95 $12.95

Managing Conflict at Work “The Art of Communication” In today’s fast-paced, high intensity work place, conflict plays a major part in our everyday activities. Managing Conflict at Work, “The Art of Communication” looks at conflict as a normal part of life and shows how to turn it into a positive experience—yes, a positive experience. The result will be a new atmosphere at your job, a feeling that problems are in fact solvable and that they provide opportunities for everyone involved to grow and improve.

You’ll learn to

• Communicate differently, listen better, and truly understand the nature of conflict

• Develop a system to determine the underlying causes of conflict • Respond more effectively and deal with conflict assertively and positively • Identify the skills needed to prevent and resolve conflict This training program comes with a copy of the book Managing Conflict at Work by Jim Murphy which is part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Audio CD, Book Pkg. (20 min.) Videocassette, Audio CD, Book Pkg. (20 min.) Additional Books (87 pages) Additional Audios (20 min.)

Three Training Programs for only $149! Communicate and Win— Eliminate those “failure to communicate” problems with the best-selling program Communicate and Win. Become a better speaker, listener, and writer. It’s a must for anyone in business.

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$129.95 $109.95 $10.95 $12.95

Classics!

Time Management: Ideas That Work Could you make better use of your time and get more done? In the training program Time Management… Ideas That Work, you’ll learn “the” time management techniques to make you more effective both at work and at home.

If You Really Want to Get Ahead— Loaded with ideas that will help you manage smarter, get along with people better, and become a real “key” in your company, If You Really Want to Get Ahead is a must for any organization. 3-Volume Videocassette Set (166 min.)

JWA10567SV

$149.00

jwavideo.com | fax: 1-312-829-9074

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Ma n a g e m e n t s u p e r v i s i o n

Writing for Business Results The clear-cut, non-threatening approach in Writing for Business Results gives you the principles you need to make your writing powerful, interesting, and relevant to the reader—from memos and e-mail to annual reports. This training program comes with a copy of the book Writing for Business Results by Patricia E. Seraydarian, which is part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Audio CD, Book Pkg. (25 min.) Videocassette, Audio CD, Book Pkg. (25 min.) Additional Books (96 pages) Additional Audios (25 min.)

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You’ll learn to • Create a plan for letters, memos, and e-mail • Keep your messages short and simple • Grab your readers with a strong opening line • Provide the detail needed to support your writing

Our No-Hassle Guarantee

We believe in our products so much that if you purchase a JWA/Video program and find it does not meet your needs you may simply return it to us within 30 days for a no-hassle refund. (Shipping charges are not refundable.)

$129.95 $109.95 $10.95 $12.95

The Write Stuff The Write Stuff training program You’ll learn provides a practical how-to guide to • The two unbreakable rules of writing help you become a better writer—both • Techniques needed to make reports, professionally and personally. Numerous memos, letters and business vignettes and graphics help you learn more presentations more understandable by quickly and easily. your readers • How to eliminate writer’s block DVD, Audio CD, Book Pkg. (39 min.) 1009AD $129.95 • How to answer many of the tough Videocassette, Audio CD, Book Pkg. (39 min.) 1009AV $109.95 grammar questions Additional Books (114 pages) Additional Audios (39 min.)

1009B 1009A

$12.95 $12.95

Manage Your Time Better The time we spend each day not accomplishing what we want or need to accomplish can add significant stress to our business and personal lives. But, since we can’t change time, we must learn how to make the most of the time we have. This training program shows how to virtually “add” minutes to each day by forming a logical, prioritized sequence or “plan of action” that incorporates the use of symbols, notes, teamwork, clear communication processes, and much more. DVD, Audio CD, Guide Pkg. (23 min.) Videocassette, Audio CD, Guide Pkg. (23 min.) Viewer’s Guide (18 pages) Additional Audios (23 min.)

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You’ll learn to • Target your efforts on the most important tasks • Be a goal-getter, not just a goal setter • Do the most constructive things first to make life easier later • Avoid time-wasters • Use the R-A-F-T Theory to attack those dreaded stacks of paper! • Effectively delegate, even if you’re not the boss

$129.95 $109.95 $12.95 $12.95

Ask us about Online Streaming of our programs Email Jack@jwavideo.com

10

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management supervision

Communication Skills That Build Winning Relationships Are underdeveloped communication skills holding YOU back? One of the biggest mistakes we make each day at work and in our homes is to underestimate the power of communication. We simply take for granted that communication really is a tool, and that it can help “make or break” us. This training program shows us how our daily communication skills can dramatically propel us to new levels of success. You’ll get an insideout look at the two basic categories of communication: Internal–the voice within, and Interpersonal–listening and dealing with others. Each category is explored in detail to help advance your understanding of how to create effective communication.

You’ll learn to • Realize that everyone communicates for two basic reasons • Reverse destructive self-talk and shape your self-esteem • Use the BE-DO-ACHIEVE-NEWBE cycle to build up internal communication • Guide yourself away from distorted thinking, and generalizing • Channel received feedback into positive actions toward improvement • Become a better retentive and supportive listener DVD, Audio CD, Book Pkg. (22 min.) Videocassette, Audio CD, Guide Pkg. (22 min.) Viewer’s Guide (18 pages) Additional Audios (22 min.)

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Feedback Skills for Supervisors

Cultivate your critiquing skills and make feedback a winning part of your business strategy! No feedback is good feedback. You’ll learn to Wrong! In fact, absolutely no feedback • Offer honest feedback that’s systematic, is the worst kind of feedback of all. Even logical and caring harsh feedback helps to measure progress • Correctly point out needs for and improvement. And, good business improvement using “I”   depends on it! However, balancing critical • Take self-inventory with your feedback with the right amount of praise “Credibility Checklist” is what most people in the work place • Ask the kinds of questions that will need to work on. In this communication result in helpful feedback improvement training program, you’ll see • Adapt the four characteristics that how to exercise the four elements (giving convey credibility to others feedback, soliciting feedback, receiving DVD, Audio CD, Book Pkg. (22 min.) feedback and self-evaluation) that make Videocassette, Audio CD, Guide Pkg. (22 min.) the feedback process useful. Viewer’s Guide (18 pages) Additional Audios (22 min.)

Listen and Win Believe it or not, listening is an active experience. We all think we listen rather well; however, how many times have you heard a name, date, address, or phone number, and if asked 30 seconds later would not be able to remember it? It’s not the memory process that’s at fault, it’s the listening process! This training program comes with a DVD or videocassette, audio CD and includes the Business Skills Express Series book Effective Listening Skills written by Dennis M. Kratz and Abby Robinson Kratz and published by The McGraw-Hill Companies.

You’ll learn • How to tailor your listening skills to various situations • Why taking notes helps you become a better listener • How to ask the proper questions and be able to listen and remember the answers • What is important in what a speaker is saying DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Additional Books (94 pages) Additional Audios (30 min.)

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11


Ma n a g e m e n t s u p e r v i s i o n

In An Instant

P resented on four DVDs with five solutions each with noted management consultant Dr. Anthony Salemi, the series looks at the following business situations:

Volume 1 DVD (35 min.) 10351D $129.95 Volume 3 DVD (35 min.) 10353D $129.95

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• How to deal with the individual who is always late • How to respond to someone with poor hygiene (and have them improve) • How to deal with an employee who has a substance abuse problem • “It’s not my job”—How to develop individuals as team players • How to discipline effectively

• How to deal with a repeatedly late individual • How to respond to someone with poor hygiene (and have them improve) • How to deal with an employee who has a substance abuse problem • “It’s not my job”—How to develop individuals as team players • How to discipline effectively

Volume 2 DVD (35 min.) 10352D $129.95 Volume 4 DVD (35 min.) 10354D $129.95 Video (35 min.) 10352V $89.95

• How to be an effective time-manager • How to sell effectively • How to hire effective people • How to terminate an unproductive employee • How to run an effective meeting

Video (35 min.) 10354V $89.95

• How to delegate effectively • How to deal with conflicting employees • How to strengthen interpersonal impact • How to deal with procrastination • How to deal with closed-mindedness

How to Handle Difficult People Volume I—The Differences in People Learn how to overcome stressful personality conflicts; how to recognize the control we have over ourselves; how to develop better business relationships and how to understand and adjust our “belief filters.”

Now Available on DVD

Volume III—Strategies for Increased Self-Esteem

Learn how to maintain your composure when times get tough and you are under pressure. You’ll also discover the keys to communicating effectively and you’ll learn the importance of positive Volume II—Dealing With Difficult People self-esteem. Learn the various types of difficult behavior; discover the formula for changing attitudes and the ways to bring out the best in people.

Buy all 3 and SAVE!

Volume I—DVD and Book (45 min.) Video and Book (45 min.) Volume II—DVD and Book (45 min.) Video and Book (45 min.) Volume III—DVD and Book (45 min.) Video and Book (45 min.) 3-Volume Set—DVDs and Books (135 min.) Videos and Books (135 min.)

“I purchase a lot of training materials for my sales staff and I find that I keep coming back to the programs produced by JWA/Video. They provide terrific how-to, do-it-now information that really benefits our sales force. Their programs are head and shoulders above the rest!” —Dick Dekker, President, Miracle Steel

12

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Personal improvement

The Power of Attitude “It Does Make a Difference”

“Positive attitude. Positive attitude. Positive attitude.” A worn-out anthem? Or is there really • Adapt six attitudes that can validate and increase your sense of worth power behind a positive attitude? The • Deal with six kinds of destructive attitude Power of Attitude, “It Does Make a types in the work place Difference,” shows that there is, and most • Incorporate daily tips to help you relax of what makes us positive is attributed to and recharge your positive attitude our own self-image. This program offers This program includes the Business five steps for developing and projecting Skills Express Series book Positive Attitudes a positive attitude in the work place, and at Work written by Sharon Ferreh and beyond. You’ll see how to determine the attitude types of co-workers, how to deal published by The McGraw-Hill Companies. with them, and how to keep the hard work of maintaining your own positive attitude in perspective.

You’ll learn to

• Evaluate your own self-image in order to project positively to others

DVD, Audio CD, Book Pkg. (19 min.) Videocassette, Audio CD, Book Pkg. (19 min.) Additional Books (88 pages) Additional Audios (19 min.)

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Overcoming Stress at Work Had enough stress? …Ughhh! This training program reveals valuable information about the human mind and body that can help turn you into an “Anxiety Analyst”. You can control much of the stress you feel every day at work and at home. Overcoming Stress at Work defines stress, helps you identify your own stresses, teaches you the physical symptoms of stress—and relays positive mental-changing techniques to overcome non-positive stress.

You’ll learn to • Define stress and learn four techniques to channel anxiety

• Identify stressful moments in order to better control stress • Recognize your body’s reactions to stress and learn relaxation techniques • Understand typical emotional responses to stress such as fight-flight, separation anxiety, fear, and more… This training program comes with a copy of the book Overcoming Anxiety at Work by Jane R. Miskell, which is a part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Audio CD, Book Pkg. (19 min.) Videocassette, Audio CD, Book Pkg. (19 min.) Additional Books (105 pages) Additional Audios (19 min.)

Ask us about Online Streaming of our programs Email Jack@jwavideo.com

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How to Set and Really Achieve Your Goals Get what you want, when you want it, with this exciting new approach to goal setting. Reaching your goals can be extremely difficult. Even more difficult may be determining what your goals really should be. How To Set and Really Achieve Your Goals, with noted lecturer and trainer Jeff Blackman will help you and your company learn to set and then reach your goals. Divided into segments, this training program is perfect for group training or may be used for individual instruction.

You’ll learn • Why it’s important to set accurate goals • How to set goals so they mean something • The GRASP IT goals achievement system • The six key elements to change • Why planning is critical to both your business and personal life • Why change is inevitable and what we must do about it DVD, Audio CD, Book Pkg. (35 min.) Videocassette, Audio CD, Book Pkg. (35 min.) Additional Books (35 pages) Additional Audios (35 min.)

jwavideo.com | fax: 1-312-829-9074

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Personal improvement

How to Achieve Ultimate Success What is ultimate success? To each of This training program looks at the five us it is different. However, in the training building blocks to success: program How to Achieve Ultimate • Perspective and how we view control Success Dr. Paul Timm presents a • Purpose, clarifying our values psychologically sound approach to help • Planning, setting goals you reach your goals. • Personality, determining how assertive and receptive we are • Productivity, beating the time wasters DVD, Audio CD, Guide Pkg. (45 min.) Video, Audio CD, Book Pkg. (45 min.) Additional Books (63 pages) Additional Audios (45 min.)

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A must for self-improvement

Empowering Employees Empowerment is the ability to let You’ll learn others assume the responsibilities, risks • What empowerment really means and and rewards associated with making their how it can help your company grow own decisions. • Which employees you can empower and To help your company grow and why and what motivates them thrive in today’s competitive marketplace • The six key factors needed to empower your employees need to play a major role your employees and motivate them for in its success. They must make decisions success and take ownership of both successes • When and how to provide needed and problems. Discover how to make feedback this happen with the training program This training program comes with a Empowering Employees. copy of the book Empowering Employees by L. Kristi Long which is a part of the Business Skills Express Series published by The McGraw-Hill Companies.

DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Additional Books (96 pages) Additional Audios (30 min.)

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The Basics to Improve Your Memory

Ask us about Online Streaming of our programs Email Jack@jwavideo.com

A good memory is critical in any business. Have you ever been in the situation where you were meeting a new client for the first time, you were introduced, and less than two minutes later you had totally forgotten their name? And what made it even worse is that they remembered yours and kept calling you by name! Do you hear a joke one minute and can’t remember it the next? Do you find that you can’t remember an address without writing it down? It does not have to be like this. You can improve your memory. Let memory expert Madelyn Burley-Allen show you the basics of remembering with

DVD, Audio CD, Book Pkg. (54 min.) Videocassette, Audio CD, Book Pkg. (54 min.) Additional Books (63 pages) Additional Audios (54 min.)

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phone: 1-800-327-5110 or 1-312-829-5100 |

$129.95 $109.95 $12.95 $12.95

her program The Basics To Improve Your Memory. This training program provides the basic “how-to’s” for memory improvement. Never again face the embarrassing situation of forgetting the name or telephone number of the important client, business contact or friend. Learn to use the eight basic memory devices that will change your memory forever.

You’ll learn • Concentration • Observation • Visualization • Association • Substitution • Classification • Linking • Memory Pegs This program contains numerous vignettes and lots of graphics to help you learn more quickly and easily.

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telephone skills

Use the Telephone the Right Way! Master today’s key skills and strategies for effective telephone use. Good common sense telephone techniques and old-fashioned courtesy—especially in today’s digital age—often define crucial business moments. In this training program, your employees will learn how to apply 14 key call-handling skills that will boost not only your organization’s credibility but also the bottom line.

You’ll learn to

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.85  • Provide great service, turning phone calls into relationship builders • Handle conflict over the phone through sensitivity • Enhance caller comfort DVD, Audio CD, Book Pkg. (24 min.) • Use voice mail etiquette that’s efficient Videocassette, Audio CD, Book Pkg. (24 min.) • Follow the “two-ring rule” and more! Viewer’s Guide (18 pages)

Additional Audios (24 min.)

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Telephone Skills at Work Regardless of all the new technology, the telephone is still the most used business tool in today’s work place. It is also the most abused communication tool. Telephone Skills at Work will show you how to make your telephone your business partner.

You’ll learn • How to correctly handle incoming and outgoing calls • The basics of telephone etiquette • How to listen and speak effectively on the phone • How to deal with complaint calls (and turn them into successes) This training program includes the book Telephone Skills at Work by Judith E. Fischer, which is part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Audio CD, Guide Pkg. (33 min.) Videocassette, Audio CD, Book Pkg. (33 min.) Additional Books (86 pages) Additional Audios (33 min.)

Winning Telephone Tips Have you ever been asked if you You’ll learn wanted to be placed on hold and before • Why it’s important to place your own calls you could say, “NO” there you were on • How to avoid unnecessary call screening hold? Does voice mail make you long for • How to make your voice mail more a live human voice? efficient This training program Winning • Proper telephone etiquette Telephone Tips tells you how to solve • How to prevent callers from wandering these problems and many more. off the topic It is a training program for everyone in your organization—from the mail room to the office of the president! DVD, Audio CD, Guide Pkg. (30 min.) All JWA programs are designed to be used by trainers and by individuals for self-study

Videocassette, Audio CD, Book Pkg. (30 min.) Leader’s Guide (31 pages) Additional Books (93 pages) Additional Audios (30 min.)

jwavideo.com | fax: 1-312-829-9074

15


Team Building

Effective Teamwork

Ask us about Online Streaming of our programs Email Jack@jwavideo.com

The teamwork concept, rather than the old pyramid-shaped organizationchart-process, is what makes today’s businesses successful. Ideas and decisions are generated within teams and not from the top down as in the past. After watching this program, and completing the exercises in both the program and in the book, your entire work force will know how to maintain a cooperative, creative and highly productive team environment.

DVD, Audio CD, Book Pkg. (39 min.) Videocassette, Audio CD, Book Pkg. (39 min.) Additional Books (100 pages) Additional Audios (39 min.)

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$129.95 $109.95 $10.95 $12.95

You’ll learn • Why teams are important to you and your organization • How to write a team constitution • How to run a typical team meeting • How to develop ideas and make decisions that the team can stand behind • How to deal with conflict and team problems This training program Effective Teamwork includes the book Effective Teamwork by Michael D. Magnin, which is part of the Business Skills Express Series published by The McGraw-Hill Companies.

How to Hold Successful Meetings When should a meeting be called and who should attend? Better yet, when should a meeting be avoided and who should not be invited? These questions and many more are answered in the training program, How to Hold Successful Meetings. 30 tips that can be put to use immediately! DVD, Audio CD, Book Pkg. (30 min.) Videocassette, Audio CD, Book Pkg. (30 min.) Leader’s Guide (28 pages) Additional Books (93 pages) Additional Audios (30 min.)

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You’ll learn • How to develop a proper agenda • How to use brainstorming when creative ideas are needed • Why starting on time and a realistic schedule are critical • How to reinvigorate a stalled meeting Our No-Hassle Guarantee

We believe in our products so much that if you purchase a JWA/Video program and find it does not meet your needs you may simply return it to us within 30 days for a no-hassle refund. (Shipping charges are not refundable.)

Better Meeting Management for Better Communication Put an end to unproductive meetings, for good! Are too many wasteful meetings eating up your time?  If so, then here is the better-meeting-management-training course you’ve been waiting for to help put an end to unproductive meetings. This program begins by showing you the advantages and disadvantages of meetings in the pre-meeting step. Then it walks you through a systematic decisionmaking process that results in a productive problem-solving or informational meeting that everyone wants! DVD, Audio CD, Guide Pkg. (22 min.) Videocassette, Audio CD, Guide Pkg. (22 min.) Viewer’s Guide (18 pages) Audio-CD (22 min.)

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phone: 1-800-327-5110 or 1-312-829-5100 |

$129.95 $109.95 $12.95 $12.95

You’ll learn to • Understand when to/or not to hold a meeting by using A-C-T • Correctly distinguish who should be invited to a meeting • Crystallize the nature of the problems/ issues and poignantly define objectives • Implement “Problem Reformulation” to come up with workable ideas • Observe the three basic rules of brainstorming • Use “marching orders” to assign follow-up actions • Set a clear, purposeful agenda

jwavideo.com


Team Building

Effective Performance Management“Building a Quality Organization” In any organization it is critical that all individuals work toward the same objectives and goals. They must know what they are expected to do; why they are to do it; and when it must be done. Effective Performance Management, “Building a Quality Organization” provides the tools necessary for any supervisor, new or old, to develop and implement a solid performance management system to ensure that everyone is working for the same results. This system will serve as the foundation and driving force behind all organizational decisions, work efforts, and resource allocations.

You’ll learn to • Develop clear goals and objectives • Recognize the importance of performance planning and when it should be done • Review and accurately evaluate your employees • Set up an effective coaching system • Offer both constructive praise and criticism Based on a book by Sheila J. Costello, which is part of the Business Skills Express Series published by The McGrawHill Companies.

Visit jwavideo.com for more information or to place your order.

DVD, Audio CD, Book Pkg. (20 min.) Videocassette, Audio CD, Book Pkg. (20 min.) Additional Books (122 pages) Additional Audios (20 min.)

Group Facilitation Materials

• Prevent Sexual Harassment In the Work Place • How to Deal with Cultural Diversity in the Work Place • Telephone Skills at Work • The Power of Customer Service

$129.95 $109.95 $10.95 $12.95

High Quality and Affordability!

Each of these training programs, complete with DVD, video, book, PowerPoint CD and Group Facilitation Guide are perfect for training groups of almost any size. Facilitation guides come with Facilitator instructions, fully reproducible Participant Materials and PowerPoint slides on a CD. All are designed to save you time in developing and delivering your training sessions.

Titles Available:

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Up to 3 hours of training per course on today’s hottest topics How to Deal with Cultural Diversity in the Workplace— DVD, Video, Book, PowerPoint CD, Facilitation Guide pkg. The Power of Customer Service— DVD, Video, Book, PowerPoint CD, Facilitation Guide pkg. Prevent Sexual Harassment In the Work Place— DVD, Video, Book, PowerPoint CD, Facilitation Guide pkg. Telephone Skills at Work— DVD, Video, Book, PowerPoint CD, Facilitation Guide pkg.

1030PP

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“Congratulations for coming up with such wonderful DVD’s!

These are amazing and how beautifully the trainers have put forward their thoughts, and I do appreciate the clippings incorporated as examples. I find them extremely helpful!” —Joy Deb Mukherjee, Manager/Training, India

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In An Instant® Business Library

Buy All 6 Courses for Only $749.95!

You Save $149.75!

Each individual course comes with a DVD, Closed-Captioned Videocassette, Audio, Book, and Extensive Post-Test!

The Power of Customer Service Using the “three Cs” of customer service—Concern, Communication and Competence— leading customer service expert Dr. Paul Timm brings to life the skills needed to enrich any customer relationship. Customer service comes from the inside of an individual. It comes from the desire to provide excellent service to everyone, whether they are a long-time customer, new customer, co-worker, friend or relation. DVD, Videocassette, Audio CD, (62 min. each), Book (194 pages) and Post Test Pkg.

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The Power of Customer Service training program is not a lot of theory. In fact, it is just the opposite; a training program that’s loaded with do-it-now skills that can be put to work immediately. The information found in this program provides the basics needed for any organization to help improve its customer service. We urge you to try this best-selling training program. It will help you when you are dealing with the ultimate boss in your organization—the customer!

The New Supervisor: Skills for Success Whether this is your first day as a supervisor or you’ve been on the job for years, The New Supervisor: Skills for Success will help you develop and improve your skills and make being a supervisor productive and enjoyable.

• The need for managing change and how to manage your time • How to praise, correct and deal with conflict This how-to training program includes a copy of the book The New Supervisor: Skills for Success by Bruce B. Tepper, You’ll learn which is part of the Business Skills • How to develop the necessary Express Series published by The McGrawleadership skills • How to make timely, effective decisions Hill Companies. • How to communicate effectively

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Effective Teamwork The teamwork concept, rather than the old pyramid-shaped organizationchart-process, is what makes today’s businesses successful. Ideas and decisions are generated within teams and not from the top down as in the past. After watching this program, and completing the exercises both on it and in the book, your entire work force will know DVD, Videocassette, Audio CD, (46 min. each), Book (100 pages) and Post Test Pkg.

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1060EFI

phone: 1-800-327-5110 or 1-312-829-5100 |

how to maintain a cooperative, creative and highly productive team environment. This training program Effective Teamwork includes the book Effective Teamwork by Michael D. Magnin, which is part of the Business Skills Express Series published by The McGraw-Hill Companies.

$149.95

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In An Instant® Business Library

6-Course Set

1063BLI $749.95 How to Develop Effective Communication Skills If you can communicate, you and your business will move forward and most likely thrive. If you can’t, the road to success is blocked with numerous obstacles, many of which are too difficult to cross. How to Develop Effective Communication Skills is a systematic, detailed training program that gives you a blueprint for effective communication; a formula for understanding. You will learn the skills needed in order to compete in the worldwide marketplace to make you and your company successful.

You’ll learn to • Build trust so you can communicate openly and freely • Remove barriers to positive communication • Communicate nonverbally and verbally • Develop better relationships through listening This training program includes a copy of the book, Effective Interpersonal Relationships by Robert W. Lucas, which is part of the Business Skills Express Series published by The McGraw-Hill Companies. DVD, Videocassette, Audio CD, (41 min. each), Book (100 pages) and Post Test Pkg.

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Succeed By Listening We have all been involved in the “he said, she said” world of communicating. He said this, no she said that, and no one is really sure what anyone said. This training program helps you overcome the listening and language barriers that cause these problems. In Succeed By Listening you’ll discover the basic principles and

techniques needed to become an active listener and better communicator in both your business and personal life. You’ll learn to handle the tough situations by really understanding what has been said. You’ll have the confidence needed to solve the difficult problems and react without misunderstanding. DVD, Videocassette, Audio CD, (39 min. each), Book (194 pages) and Post Test Pkg.

Negotiating for Business Results Negotiation takes place all the time. It plays a vital role in your everyday business and personal life. Yet, many people view negotiation as an onerous exercise to be tolerated rather than enjoyed. By viewing Negotiating for Business Results you’ll develop the skills necessary to help you become a successful negotiator, and at the same time, learn to enjoy the process along the way. This training program includes the book Negotiating for Business Results written by Judith E. Fischer and published by The McGraw-Hill Companies.

You’ll learn • How to prepare for any kind of negotiation • How to anticipate what the other side will do and how to react • Highly effective negotiation techniques for specific situations

• How to outline your negotiating goals

All JWA programs are designed to be used by trainers and by individuals for self-study

DVD, Videocassette, Audio CD, (43 min. each), Book (88 pages) and Post Test Pkg.

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order form TITLE

Item

DVD PKG. Price

In An Instant 6-Course Set–Special Offer! 1063BLI $749.95 Effective Teamwork 1060EFI $149.95 How to Develop Effective Communication Skills 1060ECI $149.95 Negotiating for Business Results 1058NBI $149.95 The New Supervisor: Skills for Success 1062NSI $149.95 The Power of Customer Service 1061PCI $149.95 Succeed By Listening 1004SLI $149.95 The Basics of Business Etiquette 1029AD $129.95 The Basics of Business Etiquette-CD-ROM The Basics of Profitable Customer Service 1024AD $129.95 Basics to Improve Memory 1003AD $129.95 The Bear Essentials of Business BE04 $595.00 Better Meeting Management 1055AD $129.95 New Communication Library Set 1057S $519.00 Communication Skills That Build Winning Relationships 1053AD $129.95 Communication Skills…What Everyone Needs to Know 1064AD $129.95 NEW! How to Build a High-Performance Workforce… 1065AD $129.95 The Keys to Effective Supervision

QTY

VIDEOCASSETTE PKG. Item Price

QTY

®

NEW!

The Basics of How to Plan, Write and Give A Winning Presentation 1066AD $129.95 XJ-008 $299.95 NEW! NEW PROGRAM SET–Special Offer! Customer Service Compatibles Common Sense Equals Customer Service—Mug JWA350 $ 7.95 The Customer Is #1—Mug JWA351 $ 7.95 Please & Thank You—Mug JWA352 $ 7.95 SET OF (6) MUGS—Mug JWA353S $39.95 Common Sense Equals Customer Service—T-shirt (white) L (JWA550) $13.95 Common Sense Equals Customer Service–Hat (white) JWA450 $12.95 Customer Service Starter Library Set JWACSL $519.00 Effective Performance Management 1047AD $129.95 Effective Teamwork 1027AD $129.95 El Poder de la Atencion al Cliente 1002SD $129.95 Empowering Employees 1032AD $129.95 Feedback Skills for Supervisors 1054AD $129.95 50 Ways to Keep Your Customers 1011AD $129.95 Frontline Library JWAFL $1,115.00 Hiring the Best 1037AD $129.95 How to Achieve Ultimate Success 10011AD $129.95 How to Deal with Cultural Diversity 1030AD $129.95 How to Develop Effective Communication Skills 1031AD $129.95 How to Get Things Done 1010AD $129.95 How to Handle Difficult People-Volume I 1012AD $129.95 How to Handle Difficult People-Volume II 1013AD $129.95 How to Handle Difficult People-Volume III 1014AD $129.95 How to Handle Difficult People-Set 1015DS $329.95 How to Hold Successful Meetings 1021AD $129.95 How to Make Winning Presentations 1022AD $129.95 How to Set and Really Achieve Your Goals 1025AD $129.95 How to Supervise People 1008AD $129.95 In An Instant-Volume 1 10351AD $129.95 In An Instant-Volume 2 10352AD $129.95 In An Instant-Volume 3 10353AD $129.95 In An Instant-Volume 4 10354AD $129.95 In An Instant-Set 1036SD $389.85 In An Instant-CD-ROM Listen and Win 1034AD $129.95 Manage Your Time Better 1056AD $129.95 Manager’s Library JWAML $999.50 Managing Conflict at Work 1046AD $129.95 Negotiating for Business Results 1028AD $129.95 The New Supervisor: Skills for Success 1026AD $129.95 Overcoming Stress at Work 1051AD $129.95 The Power of Attitude 1049AD $129.95

1029AV 1029CD 1024AV 1003AV

$109.95 $195.00 $109.95 $109.95

1055AV $109.95 1053AV $109.95 1064AV $109.95 1065AV $109.95 1066AV $109.95 XJ-004 $279.95

XL (JWA551) $13.95 1047AV 1027AV 1002SAV 1032AV 1054AV 1011AV

$109.95 $109.95 $109.95 $109.95 $109.95 $109.95

1037AV 10011AV 1030AV 1031AV 1010AV 1012AV 1013AV 1014AV 1015VS 1021AV 1022AV 1025AV 1008AV 10351AV 10352AV 10353AV 10354AV 1036S 1035CD 1034AV 1056AV

$109.95 $109.95 $109.95 $109.95 $109.95 $109.95 $109.95 $109.95 $279.85 $109.95 $109.95 $109.95 $109.95 $89.95 $89.95 $89.95 $89.95 $299.00 $399.00 $109.95 $109.95

1046AV 1028AV 1026AV 1051AV 1049AV

$109.95 $109.95 $109.95 $109.95 $109.95 Subtotal

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phone: 1-800-327-5110 or 1-312-829-5100 |

jwavideo.com

TOTAL


order form TITLE

Item

DVD PKG. Price

The Power of Customer Service 1002AD $129.95 Prevent Sexual Harassment in the Work Place 1045AD $129.95 Succeed By Coaching 1033AD $129.95 Succeed By Listening 1004AD $129.95 Supervising the Difficult Employee 1050AD $129.95 Telephone Skills at Work 1044AD $129.95 Telephone Training Programs–Special Offer! 1058S $329.85 Three Volume Training Program Set Time Management: Get the Most out of Your Time 1039AD $129.95 Use the Telephone the Right Way! 1052AD $129.95 Winning Customer Loyalty—Volume 1 1040AD $129.95 Winning Customer Loyalty—Volume 2 1041AD $129.95 Winning Customer Loyalty 1 & 2–Special Offer! 1042ADS $219.90 Customer Service Library Set–Special Offer! 1043ADS $329.85 Winning Telephone Tips 1020AD $129.95 The Write Stuff 1009AD $129.95 Writing for Business Results 1038AD $129.95 Group Facilitation Materials How to Deal with Cultural Diversity-Facilitation Materials The Power of Customer Service-Facilitation Materials Prevent Sexual Harassment in the Work Place-Facilitation Materials Telephone Skills at Work-Facilitation Materials Total JWA Video Library 1080DF $6,995.00

QTY

VIDEOCASSETTE PKG. Item Price

QTY

TOTAL

1002AV $109.95 1045AV $109.95 1033AV $109.95 1004AV $109.95 1050AV $109.95 1044AV $109.95 1058V $289.85 JWA1567SV $149.00 1039AV $109.95 1052AV $109.95 1040AV $109.95 1041AV $109.95 1042AVS $199.90 1043AVS $289.85 1020AV $109.95 1009AV $109.95 1038AV $109.95 1030PP $395.00 1002PP $395.00 1045PP $395.00 1044PP $395.00 1080VF $6,495.00

Books/CD Audios/Leader Guides (Please print clearly.) item NO. PRICE

TOTAL

QTY

Subtotal $ U.S. orders—Add $6.50 s/h for each video/product $

Ship/Bill To

Grand Total $

Name

4 easy ways to order

Company Address City Phone ( Fax (

State Zip

O nline: jwavideo.com Call us at 1-800-327-5110

24 hours a day, everyday

)

Fax your completed Order Form—

)

1-312-829-9074 24 hours/day

Email:

Mail your completed Order Form—

Payment Method Check—Make check payable to JWA/Video. MasterCard Visa Discover

AMEX

Account No. Exp.Date Signature (Name as Appears on Card)

Shipping and Handling Information You will receive your order within 5–7 business days. Our standard shipping rate is $6.50 for each video/product ordered. If you are ordering from outside the U.S. please call us at 1-312-829-5100, fax us at 1-312-829-9074, or email Jack@ JWAVideo.com for exact shipping charges.

JWA/Video 411 South Sangamon, #4E Chicago, IL 60607

Our No-Hassle Guarantee We believe in our products so much that if you purchase a JWA/Video program and find it does not meet your needs you may simply return it to us within 30 days for a no-hassle refund. (Shipping charges are not refundable.)

PLEASE NOTE: On overseas orders, please circle video format: NTSC PAL On all orders, please reference the code at the bottom right hand corner of this page.

code MIR91

jwavideo.com | fax: 1-312-829-9074

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The BEAR Essentials of Business Travel to Shelburne, Vermont and take an inside look at what makes the Vermont Teddy Bear Company one of the nation's most famous and successful companies.  See how it really cares about its customers and its employees.

Bear with us and learn: • Why the customer comes first and is always number one. • Why it’s important to be dynamic and creative to truly make a difference. • Why it is important to have a "Yes, we can," attitude. • How teamwork can really make a difference. • Why it’s critical to recognize the worth of your customers and fellow employees.

Winner of two Davey Awards

Loaded with humor, animation and critical information this training program includes: • 19 minute videocassette and DVD with the full training program • 60-page Facilitator's Guide

• PowerPoint presentation on CD-ROM and reproducible training materials • Mouse pad (oops, make that bear pad)

Videocassette, DVD, PowerPoint Presentation, Facilitator’s Guide, “Bear” Pad BE04

$595.00

Customer Service Compatibles An increased awareness of the need for better customer service is critical for the growth of any organization. That's why we developed Customer Service Compatibles™, a series of mugs to reinforce that “we are always talking to a customer!” Please ask about our Customer Service Compatibles™ hats and T-shirts as well. MUGS—white Common Sense Equals Customer Service JWA350 The Customer Is #1 JWA351 Please & Thank You JWA352 SET OF (6) MUGS (2 of each) JWA353S T-SHIRTS—white Common Sense Equals Customer Service L (JWA550) XL (JWA551) HATS—white Common Sense Equals Customer Service JWA450

$7.95 $7.95 $7.95 $39.95 $13.95 $13.95 $12.95

(Front of each mug)

NEW!


JWA/Video Catalog