Lending Library

Access more than 165 training and human resource materials with the WORKFORCE CENTRAL FLORIDA Lending Library. Simply “check out” these materials at no cost to enhance your business and save on training costs.
 
Available in DVD, video, CD-ROM, cassette and workbook
(ca = cassette, cd = CD-Rom, v = video, wb = workbook)
 
Here are the Lending Library materials, listed by category. Please submit your request online at the bottom of this page.
 
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Business: Access - Video Professor, Volumes 1,2,3 (cd)Learn the basics of Microsoft Access 2000, 2002 and 2003 with this video tutorial that covers creating a database and tables; utilizing the Table, Form and Query Wizards, importing into an Access database, creating queries; producing and modifying forms; linking tables between databases; and, setting up reports. Available
Business: Excel - Video Professor, Volumes 1,2,3 (cd)Learn the basics of Microsoft Excel 2000, 2002, and 2003 with this video tutorial that covers creating a spreadsheet and charts; working with formulas; building a budget; performing “What-if” Analysis; formatting; building a payroll database; finding records; calculating income and expenses; and, making a summary page. Available
Business: Excel 2007- Video Professor, Volumes 1,2,3 (cd)Learn the basics of Microsoft Excel 2002, 2003, and 2007 with this video tutorial that covers creating a spreadsheet and charts; working with formulas; building a budget; performing “What-if” analysis; formatting; building a payroll database; finding records; calculating income and expenses; and, making a summary page. Available
Business: How to Write a Grant Proposal (cd, bk)Discover each step that is needed to craft a successful grant proposal. Learn how to interpret a funder’s guidelines. The CD provides templates to help start your grant proposal. Available
Business: Outlook - Video Professor, Volumes 1, 2, 3 (cd)Learn the basics of Microsoft Outlook 2000, 2002, and 2003 with this video tutorial that covers e-mail features; calendar, contacts and tasks; setting up e-mail rules; scheduling appointments; archiving e-mail; and, customizing Outlook. Available
Business: Outlook 2007, Volumes 1,2,3 (cd)Learn the basics of Microsoft Outlook 2002, 2003, and 2007 with this video tutorial that covers e-mail features; calendar, contacts and tasks; setting up e-mail rules; scheduling appointments; archiving e-mail; and customizing Outlook. Currently unavailable
Business: PowerPoint 2007 , Volumes 1,2,3 (cd)Learn the basics of Microsoft PowerPoint 2002, 2003, and 2007 with this video tutorial that covers creating a presentation; using text boxes; adding AutoShapes and WordArt; using the slide sorter view; creating charts; utilizing clip art; importing spreadsheets; formatting and enhancing text; using animation; viewing your presentation; and creating notes and audience handouts. Currently unavailable
Business: PowerPoint – Video Professor, Volumes 1,2,3 (cd)Learn the basics of Microsoft PowerPoint 2000, 2002 and 2003 with this video tutorial that covers creating a presentation; using text boxes; adding AutoShapes and WordArt; using the slide sorter view; creating charts; utilizing clip art; importing spreadsheets; formatting and enhancing text; using animation; viewing your presentation; and creating notes and audience handouts. Available
Business: Publisher, Volumes 1,2,3 (cd)Learn the basics of Microsoft Publisher 2002 and 2003 with this video tutorial that covers working with logos; creating business cards, brochures, stationery, envelopes and invitations; adding WordArt and clip art; using Mail Merge; and putting items on the Web. Available
Business: QuickBooks 2008 - Video Professor, Volumes 1,2,3 (cd)Learn the basics of Intuit QuickBooks 2006, 2007, and 2008 with this video that covers invoicing, entering and paying bills; customer accounts and managing your check register; taking you step-by-step through the essentials of complex financial operations that cover accounts receivable, reconciling bank statements, and tax-related issues. Currently unavailable
Business: The Basics of Business Etiquette (dvd, bk, cd)In this program you’ll learn proper manners for meeting and greeting others; how close to stand and why; basic office equipment etiquette; what to wear and not to wear; the basics of how to act in both business and social situations; and how to manage dilemmas. (46 minutes) Available
Business: The Write Stuff (dvd, cd, bk)The Write Stuff training program provides a practical how-to guide to help you become a better writer – both professionally and personally. You’ll learn the two unbreakable rules of writing and techniques needed to make reports, memos, letters and business presentations more understandable by your readers. (39 minutes) Available
Business: Word - Video Professor Volumes 1,2,3 (cd)Learn the basics of Microsoft Word 2000, 2002 and 2003 with this video tutorial that covers entering and editing text; formatting styles, text and margins; using bullets and numbering; creating columns, boxes and tables; using spell-check and the thesaurus; adding WordArt, graphics, symbols, headers, footers and SmartTags; and, utilizing mail merge, lists and labels. Available
Business: Word 2007- Video Professor, Volumes 1,2,3 (cd)Learn the basics of Microsoft Word 2002, 2003 and 2007 with this video tutorial that covers entering and editing text; formatting styles, text and margins; using bullets and numbering; creating columns, boxes and tables; using spell-check and the thesaurus; adding WordArt, graphics, symbols, headers, footers and SmartTags; and, utilizing mail merge, lists and labels. Currently unavailable
Business: Writing for Business Results (dvd,cd, wb) “Writing for Business” 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. You’ll learn to plan for letters, memos and e-mail; keep your messages short and simple; grab your readers with a strong opening line; and, provide the detail needed to support your writing. (25 minutes) Available
Communication: Accent Reduction Workshop for Professional American Speech (cd, bk)This program is designed for anyone who wants to improve the clarity and fluency of their American speech. In each exercise the instructor demonstrates words and sentences several times, gives coached instructions, and provides a space for you to repeat the phrase. Available
Communication: Breakthrough Listening (dvd)Communication is a critical part of every business environment and often communication can break down. Learn to adjust and overcome these breakdowns by listening. (20 minutes) Available
Communication: Communicate and Win, Win, Win (v)Seven key communication topics are highlighted in this video: persuading people to accept your ideas; using the telephone; providing dynamic leadership; listening for increased productivity; conducting effective meetings; making winning presentations; and, getting the most out of your writing. (48 minutes) Available
Communication: Communicating with Confidence (dvd)This program is illustrated by real-life scenarios. Build your communication skills and learn why people have trouble being heard, becoming an effective listener, being responsibly assertive and keys to body language interpretation. (60 minutes) Available
Communication: How to Develop Effective Communication Skills (dvd, cd, bk)How to Develop Effective Communication Skills (v, wb)This training program gives you a blueprint for effective communication. You will learn the skills needed in order to compete in the worldwide marketplace to make you and your company successful. You’ll also 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; and, deal with conflict in the work place. (34 minutes) Currently unavailable
Communication: Learning to Listen (cd)Learn not only the skills of listening and being listened to but also to strengthen relationships, fortify your own sense of well being, and make the difference between feeling accepted or feeling isolated in any conversation scenario. [Disc 1] -Understanding Listening Styles and Types (35 minutes), [Disc 2] - Tune In, Not Out(60 minutes), [Disc 3] - Listening in the Workplace(45 minutes), [Disc 4] - Listen and Lead at Home (52 minutes), [Disc 5] - Raise Your Listening Level (23 minutes), [Disc 6] - Making the Most of Listening (35 minutes), [CD-ROM] – Printable Study Guide Available
Communication: Listening Under Pressure (dvd)Learn the right and wrong ways to handle customer service challenges. Also see how to soothe irate customers, keep your focus despite interruptions and help you get the information you need to solve your customer’s problems. (14 minutes) Available
Communication: Secrets of Body Language (dvd)The History Channel reveals the science behind the hidden language of human communication. See how scientists, politicians and celebrities use these subtle body movements. (1hour 30 minutes) Available
Communication: The Basics of How to Plan, Write and Give a Winning Presentation (dvd, bk)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, the program will help you overcome the “presentation jitters” and deliver what the audience expects – a great speech. (30 minutes) Currently unavailable
Conflict Resolution: Conflicts in the Workplace: Sources & Solutions (dvd, bk)Learn to put aside your differences, control your emotions and move forward. Also learn to keep disagreements constructive and resolve conflicts in a positive way. Resolving conflict is not about who is right or wrong but about working with the other person to solve the problem while maintaining the relationship. There will always be conflict but learning to manage it successfully will empower you and your career. (17 minutes) Available
Conflict Resolution: Dealing with Difficult Employees (dvd)Learn to deal with employees who have an attitude, are blameless, helpless, over stressed, whiners or clock watchers. This program uses real-life scenarios to illustrate and teach the seven strategies to easily deal with the varying personalities of your workplace. (60 minutes) Currently unavailable
Conflict Resolution: How to Deal with Difficult PeopleLearn to co-exist with all kinds of difficult people and how to handle them once and for all. This program will help you realize what to do when someone starts yelling or threatening you, how to handle when the difficult person is your boss, and when to call in a third party to resolve a stalemate. [Disc 1- 1 hour 14 minutes, Disc 2- 1 hour 55 minutes, Disc 3- 1 hour 29 minutes] Available
Conflict Resolution: How to Handle Difficult People: Volumes 1, 2, 3 (dvd,cd, bk)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.” (Volume 1 – 45 minutes, Volume 3 – 45 minutes) Available
Conflict Resolution: Managing Conflict at Work (dvd, cd, bk)This program looks at conflict as a normal part of life and shows how to turn it into a positive experience. You’ll learn to communicate differently, listen better and truly understand the nature of the conflict; to develop a system to determine the underlying causes of conflict; respond more effectively and deal with conflict assertively and positively; and identify the skills needed to prevent and resolve conflict. (20 minutes) Available
Customer Service: 50 Ways to Keep Your Customers (dvd, cd, bk)With this training video program, cd and book you will learn 50 powerful ideas you can use to keep your customers. Learn how to build customer loyalty, how to listen with more than just your ears, how to turn a negative situation into a positive one and much more. (dvd & cd/each 60 minutes) Available
Customer Service: Comedy Central Presents: The Essentials of Great Service (dvd)This funny program created by Comedy Central shows viewers how to anticipate your customer’s needs and go the extra mile for them. (17 minutes) Currently unavailable
Customer Service: Creating Customer Satisfaction (dvd)In this program learn to balance your company’s customer service expectations with your customers’ needs and relieve some of the pressure of their demands. Learn to set yourself apart, build trust, prevent arguments and say "No!" The tools and techniques presented during the video will help you conquer your customer service challenges and feel great about yourself at the end of the day. (60 minutes) Available
Customer Service: Dealing with the Irate Customer (dvd, wb)This customer service video teaches “breakthrough techniques” that will help turn angry customers into satisfied customers. Included on the DVD is an instructor’s manual that provides guidance on how to design a seminar about this topic. (21 minutes) Available
Customer Service: Delivering Knock Your Socks Off Service (bk)“Delivering Knock Your Socks Off Service” is a guidebook for service professionals working on the front line. It equips you with the savvy and skills you need to delivery unbelievably great service under any circumstance. Available
Customer Service: How to Deliver Exceptional Customer Service (dvd)In this program learn ways to work easily with others and create a more pleasant environment for you and your customer. Learn to communicate keeping your composure, make your customers feel important and appreciated, reduce stress and turnover in customer service jobs, how to say "no," and how to turn every customer into an ally, eliminate negative situations and out service your competitors. (35 minutes) Available
Customer Service: Servicing Customers- Helping People (dvd)Learn five rules for better customer service. Make a difference by being yourself and personalizing your service to make work more enjoyable for yourself and more effective for your business and customers. (16 minutes) Available
Customer Service: Telephone Customer Service- Basics and Advanced Skills (dvd)This program covers all aspects of telephone selling and customer service. The job is broken into ten skill sets and each skill is explained in detail to demonstrate the right way to make a good impression on customers and handle all calls successfully. (26 minutes) Currently unavailable
Customer Service: Telephone Skills at Work (wb)“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; and, how to deal with complaint calls. Available
Customer Service: The Art of Customer Service (dvd)Learn to provide excellent customer service by giving customers the attention they want, the respect they deserve, taking the time to answer their questions and taking care of their needs. (12 minutes) Available
Customer Service: The Basics of Profitable Customer Service (dvd ,cd, wb)This customer service video, cd & book will enlighten you as to the art of great customer service and how to bring the customer service provided by your company to that level. “Efficiency is doing a thing right. Effectiveness is doing the right thing. Great customer service requires both.” (dvd & cd/each 35 minutes) Currently unavailable
Customer Service: The Customer Service Connection (dvd, bk)Learn to understand customer cues and respond to each customer's needs to please both your customer and your organization. Learn the importance of greeting customers, listening, evaluating customer needs and responding appropriately. (26 minutes) Currently unavailable
Customer Service: The Power of Customer Service (dvd,cd, wb)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. (62 minutes) Available
Customer Service: Use the Telephone the Right Way (dvd, cd, bk)Learn skills and strategies for effective telephone use. Learn to use common sense telephone techniques and old-fashion courtesy, to avoid poor telephone skills that can cause customer dissatisfaction or loss of customers, damage the organizational image and threaten overall caller goodwill. (24 minutes) Available
Customer Service: Wednesday's Touch (dvd)Customer service has an art and science to it where skills can be taught but having the right attitude is the key to more meaningful customer relationships. (6 minutes) Available
Customer Service: When the Phone Rings- Telephone Skills for Better Service (dvd)Employees have only a few seconds to set a tone and to communicate that your company listens to customers and gives them what they need. This program teaches skills to make sure your phone employees are ready for business when the phone rings. (20 minutes) Available
Customer Service: Winning Customer Loyalty: Volume 1 - Eliminate Customer Turn-off (v, wb, ca)This program looks at what really eliminates your customers and shows you how to build the kind of loyalty that keeps customers coming back. You’ll learn to know the difference between value turnoffs, systems turnoffs and people turnoffs and assess how you are treating your customers. (20 minutes) Available
Customer Service: Winning Customer Loyalty: Volume 2“ Exceeding Customer Expectations (v, wb, ca)“Winning Customer Loyalty … Exceed Customer Expectations” takes the ambiguity out of what it means to “give your customer more.” You’ll learn to 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; and, understand the need for follow up and how to do it. (22 minutes) Available
Customer Service: Winning Telephone Skills (dvd, cd, bk)With Winning Telephone Tips learn why it’s important to place your own calls, how to avoid unnecessary call screening, how to make your voice mail more efficient, proper telephone technique and how to prevent callers from wandering off the topic. (30 minutes) Available
Dealing with Change in the Workplace: The 7 Habits of Highly Effective People (bk)Stephen Covey reveals the steps for living and the principles for adapting to change. Solve personal and professional problems using this book. Learn how to take advantage of change. Available
Dealing with Change in the Workplace: The 7 Habits of Highly Effective People (cd, wb)Listen to Stephen Covey reveal the steps for living and the principles for adapting to change. Solve personal and professional problems using what you learn. See change as an opportunity. Use the workbook to further explore and understand Covey’s approach. Set goals, improve relationships, and create a path to life effectiveness utilizing private and thought-provoking exercises. (200 minutes) Available
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WORKFORCE CENTRAL FLORIDA is dedicated to making our Lending Library a valuable resource in the community. If you have any suggestions for additional material, please contact us at LendingLibrary@wcfla.com or (407) 531-1222.