The Respectful Workplace in Training Media Review

Quality Media Resources, 3 tapes, 25 min. each
Includes Facilitator's Guide and handouts.

Production Quality

This program is different. Unlike the flood of videos dealing with rare, catastrophic incidents of workplace violence, this program addresses the day-to-day behavioral issues that diminish our work experience.

It does a very credible job of presenting skills that support respect among employees and between employees and customers. Although the skills aren't new, the message empowers people to take action against disrespectful behavior.

"The Respectfull Workplace" comprises three 25-minute segments, each with the same format. They begin with individuals describing actual incidents of disrespectful behavior they have suffered. A panel of experts from such fields as organizational behavior and law then comments on the testimony. Four professional actors appear throughout to portray particular kinds of disrespectful behavior and give the experts the opportunity to discuss how it can be changed for the better.

Holds Viewer Attention

The first segment, "Opening the Right Doors", explains what workplace respect means in the context of personal and organizational values. The segment title refers to making the right choices in our treatment of others at work.

The second segment, "Diffusing Hostility through Customer Service", gives extraordinarily clear suggestions for handling customers who will not be satisfied and who, in some cases, become verbally abusive or physically threatening. The video reminds us that the customer isn't always right but is always the customer. "Managing Harmony", the final segment, offers management skills for identifying and resolving potential conflict among employees before it escalates.

Portrayal of Women And Minorities

"The Respectful Workplace" provides viewers with the skills they need to have healthy work relationships. These skills are by no means new: communicating, listening, and drawing appropriate boundaries for workplace behavior. But the program does a good job showing viewers what these skills look like in the real world. The panel of experts provides a wealth of experience and insightful comments. It's doubtful that most organizations could obtain the quality, breadth, or efficiency of the expertise offered by the panel.

The production quality of the programs is very high. Although I can't claim to be a technical expert, I'm aware of the skill necessary to weave together many different elements, including documentary interviews, the comments of a dozen experts, and four-actor dramatizations. The videos held my attention for the full 75 minutes.

A TMR Rating of 4x = Outstanding. It meets or exceeds our highest standards.

I see two related limitations of this program. First, the time required for it may be tough to sell. It may be hard to persuade management of the painful truth that some employees need to be trained in basic respect for others.

The second posssible limitation is the need for a highly skilled facilitator to lead groups through the recommended exercises, role plays, and discussion. In my opinion, this program must be taught by a professional to have a chance at changing behavior. Moreover, every viewer will see him- or herself as a victim of disrespectful behavior. The facilitator's job is to move viewers away from indignation and toward appropriate actions and reactions.

Acting / Presenting

This is a great training program with a couple of delivery limitations. I wouldn't hesitate to use it as a kickoff for a diversity initiative or as part of an ongoing curriculum supporting organizational values. It would certainly be suitable for a corporate university where individuals could take the training over a week or more. The program could also be used in a forum on workplace violence. Many training programs seeking to prevent violence provide ways of identifying the person who's on the verge of grabbing an AK-47 and shooting someone.

This program brings violence back to its probable source. The real message and strength of the program is that any abusive behavior that causes a loss of personal worth or effectiveness deserves attention and prevention by a responsible employer.