WorldCat Identities

Boland, Michael

Works: 217 works in 457 publications in 1 language and 4,308 library holdings
Genres: Educational films  Instructional films  Internet videos  Short films  Nonfiction films  Pictorial works  History  Documentary films  Handbooks and manuals  Case studies 
Roles: Director, Producer, Author, Illustrator, Author of screenplay, Actor
Publication Timeline
Most widely held works about Michael Boland
Most widely held works by Michael Boland
Person-to-person customer service by Michael Boland( Visual )

6 editions published in 2012 in English and held by 322 WorldCat member libraries worldwide

"With so many choices available to customers these days, it is vital that your customer's needs are met every time. You must go beyond, you need to have the customer service skills, guarantee an enjoyable, positive experience that leaves the customer satisfied and prepared to do business with your organisation again. From first impressions to the completion of the exchange the customer needs to feel engaged, welcome and confident that they are receiving the level of service they require. Using dramatised scenarios and a range of footage, this program demonstrates techniques for delivering outstanding customer service"--Container
Telephone customer service by Michael Boland( Visual )

5 editions published in 2012 in English and held by 318 WorldCat member libraries worldwide

We've all experienced it--the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy. Now, switch places-imagine you're being paid to help customers by phone. What can you do to ease their aggravation, address their queries, and solve their problems? If a conflict emerges, how will you untangle it without the benefit of face-to-face interaction? This video provides answers to those questions, guiding trainees with simple dramatizations, concise explanations, and hip animation. Offering an overview of the basic components of a telephone support system, the video emphasizes the importance of active listening, documentation, and multitasking, while helping viewers recognize the communication barriers inherent in telephone technology
Delirium, dementia and depression( Visual )

7 editions published between 2010 and 2015 in English and Undetermined and held by 126 WorldCat member libraries worldwide

Delirium and dementia are two of the most common mental disorders elderly people face. Depression is also common in elderly people and often presents with symptoms similar to dementia or delirium. The differentiation between these three conditions can be difficult because many symptoms overlap. As the cause of so much suffering and discomfit, it is important these conditions are effectively addressed by medical staff. This program defines these conditions by detailing symptoms and speaking to medical experts. Potential risk factors, causes of delirium and assessment criteria for all three conditions are outlined along with a brief summary of management strategies. [Container]
Pain management in the elderly by Michael Boland( Visual )

8 editions published between 2010 and 2015 in English and held by 125 WorldCat member libraries worldwide

"Pain is something we all experience and is something that many people fear, especially as they grow older. Long term experiences of pain may well become increasingly common as we head towards an ageing society beset with multiple chronic diseases. It is therefore imperative that medical professionals understand the implications of pain and incorporate appropriate actions to assess and deal with pain into their patient care. This program considers all of these issues and looks broadly at pain management in the elderly. Three pain management experts share their insights with us, examining what pain is, assessment methods and common treatments available."--Container
Take away training( Visual )

1 edition published in 2008 in English and held by 112 WorldCat member libraries worldwide

One of the keys to good business practice is building good relationships, and one of the most satisfying relationships you can build is that of a mentor. It may sound easy but in fact the role of a mentor is different to that of a supervisor or coach and, without this specific understanding, a mentor may end up micromanaging and suffocating the relationship, rather than advising in a mutually productive way. In this fascinating program, peak business psychologists Eve Ash and Peter Quarry discuss strategies for successful mentoring. Presenting two role-plays, the program clearly demonstrates how to establish the mentor process in the first meeting, and how to identify and confront challenging behavioural trends in a later meeting. This program gives a practical and informative look at the essential skills for successful mentoring
Take away training( Visual )

1 edition published in 2008 in English and held by 112 WorldCat member libraries worldwide

Many managers confuse a discipline interview with a counselling or coaching session. In this program, Psychologist Peter Quarry, explains the purpose of a discipline interview, when to conduct one and the practicalities involved
Take away training( Visual )

1 edition published in 2008 in English and held by 111 WorldCat member libraries worldwide

Just one substandard worker can have a big impact on your workplace. A sloppy worker can present a poor role model for new employees. Team members can become resentful as they take on extra work. Delays and poor quality can lead to service complaints, which can impact on business success. In this informative program, leading business psychologists Eve Ash and Peter Quarry discuss why some staff deliver substandard work and offer six practical guidelines to support managers to understand employee work habits and improve work performance
Take away training( Visual )

1 edition published in 2008 in English and held by 110 WorldCat member libraries worldwide

Exit interviews provide an excellent opportunity to uncover staff satisfaction problems and implement positive changes for remaining and future employees. It is critical to understand why an employee leaves and to document feedback regarding leadership styles and other workplace issues. Psychologist Eve Ash presents strategies and techniques to ensure your next exit interview is of the highest quality and useful for the organisation as a whole
Take away training( Visual )

1 edition published in 2008 in English and held by 109 WorldCat member libraries worldwide

Many enlightened organisations now see diversity and inclusion programs as more than mere compliance issues; they are ways to increase market share, employee retention and innovation. Psychologist Peter Quarry provides a number of practical strategies that will help the individual change their negative thinking and reactions to people from different backgrounds. This program is a great discussion starter
Take away training( Visual )

1 edition published in 2008 in English and held by 109 WorldCat member libraries worldwide

Psychologist Eve Ash knows people are stressed, overloaded and drowning by the number of emails they receive. The time accessing emails should be controlled to overcome the addiction of receiving email on-tap, anywhere, anytime. To really get on top of email overload there should be two objectives: an empty inbox, using an effective system. In this program, Eve Ash introduces CADDY, a system of email management that enables staff to control their emails, rather than the other way round
Managing behaviours of concern in the elderly( Visual )

5 editions published in 2010 in English and held by 98 WorldCat member libraries worldwide

A high percentage of elderly people in professional care suffer from dementia, a psychiatric illness or a specific brain injury. Recently, extensive research has been undertaken into understanding the origins of behaviours of concern, focusing on addressing the variety of underlying causes. In this program we investigate defining and understanding behaviours of concern, types of behaviours and unmet needs, assessing and problem solving, possible triggers and management strategies. Systematic approaches to the identification of triggers and instigation of problem solving techniques can significantly reduce this increasingly widespread condition. [Container]
Biofuels( Visual )

5 editions published in 2007 in English and held by 89 WorldCat member libraries worldwide

This program investigates the mode of production of a range of biofuels, from biogas, ethanol and butanol to vegetable oils and biodiesel
First aid : basic life support( Visual )

3 editions published in 2006 in English and held by 69 WorldCat member libraries worldwide

Covers background and basic steps to providing basic life support (BLS): responding to emergencies, primary and secondary survey, cardiopulmonary resuscitation (CPR), and management of major external bleeding
First aid : outdoor injuries( Visual )

6 editions published in 2006 in English and held by 66 WorldCat member libraries worldwide

Covers the basic types of outdoor medical emergencies: heat related illness, cold related illness, near drowning, spinal injury, and venomous bites and stings
Team building for nurses( Visual )

3 editions published in 2011 in English and held by 66 WorldCat member libraries worldwide

"Team nursing is founded on a philosophy that supports the achievement of goals through group action. Under the team nursing model, all members are encouraged to make suggestions and share ideas. Successful implementation of team nursing results in high levels of job satisfaction and strong motivation to give better care. This essential video resource provides nurse unit managers and nursing team members with the knowledge and practical tools needed to develop a highly effective nursing team. From forming a new team and day-to-day functioning of a team, to the secrets of a successful team, this comprehensive and insightful resource illustrates exactly why teams work best."--Container
Management styles explained by Michael Boland( Visual )

6 editions published in 2011 in English and held by 65 WorldCat member libraries worldwide

"Management styles are characteristic ways of making decisions and relating to subordinates. The predominant management styles are commonly defined as autocratic, persuasive, consultative, participative and laissez faire. While leaders often exhibit a preference for a particular style of management, it is argued the different styles of leadership should be employed dependent upon the culture of the business, the nature of the task, and the nature of the workforce. Effective management will ensure that the objectives of an organisation are met. This informative program examines the five management styles, their characteristics, advantages and disadvantages and application to various management situations"--Container
Get-real selling : your personal coach for real sales excellence by Keith Hawk( )

8 editions published between 2008 and 2010 in English and held by 60 WorldCat member libraries worldwide

The short, pithy chapters of this book distinguish Real Selling from Not-Real Selling. Real Selling says, ""My success follows my customer's success."" Using a consultative approach, salespeople succeed when they improve the customer's Service to his own customers, his customer's Economics - profit and efficiency, for instance - and Life, the degree of ease and success the customer gains by using the seller's product or service. Working in this way, salespeople will improve their own success rates and feel greater satisfaction. From philosophical to extremely practical, the advice and tips in
Gardens of Alcatraz by John Hart( Book )

3 editions published in 1996 in English and held by 59 WorldCat member libraries worldwide

Nutrition for physical activity( Visual )

3 editions published in 2006 in English and held by 58 WorldCat member libraries worldwide

This program discusses what to eat, both for normal physical activity and for elite athletes. Nutrition is an integral component of training and competition. This program explores the ways to use nutrition to your advantage
What Will I Say at the Interview? by Katrina Kyredis( Visual )

5 editions published between 2009 and 2011 in English and held by 57 WorldCat member libraries worldwide

"This program addresses the key issues that impact on achieving a good job interview."
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  Kids General Special  
Audience level: 0.28 (from 0.08 for Miscellane ... to 0.55 for Get-real s ...)

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Get-real selling : your personal coach for real sales excellence
English (79)