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Communication Character


Keep the channels of communication open within your business.

Assert Yourself manages to be credible, useful and entertaining all at once.


People aren’t always going to get along, but they’ve got a better chance of being successful together if they can communicate with each other. These videos and courses keep the channels of communication open within your business.

Try the Communications collection for free...


Available as video or e-learning courses

Taking Criticism Personally

Learning not to take critcism personally.

Communicate As Equals

Listen to one another. Use open, positive body language. Ask relevant questions.

Fear Of Being Honest

Communicate what you want with honesty.

The Bottom Line

Decide what is and is not negotiable and stick to it!

Passive Aggressive Behaviour

Dealing with passive aggressive colleagues.

Assertive Behaviour

Assertiveness is more likely to lead to a satisfactory solution to any problem. It allows potentially valuable ideas to be aired. By behaving more assertively your teams can be more positive, more creative and better equipped to get their job done effectively.


No SHOUTING! Capital letters are aggressive.

Giving And Receiving Praise

Assertive praise is always specific.

Dealing With Aggressive Behaviour

Take a deep breath and get your inner dialogue right. Keep an open posture. Acknowledge the other person’s feelings.

Body Language

Body language is an important part of the impression you make on others.

Criticising Assertively

Be honest, but keep it relevant.

Aggressive Behaviour

While aggressive people often appear to be successful, they rarely win the willing co-operation of their colleagues in the long-run.

Submissive Behaviour

Submissive people avoid confrontation but fail miserably at getting what they want.

Definition Of Assertiveness

The advantages and disadvantages of submissive, aggressive and assertive behaviour.


A summary from Kris Marshall.


Closing A Phone Call:

Hatching a plan

Agree next actions and follow up on them. Volunteer useful information. Establish what happens next.


Phone Greetings:

Faking the hold music

Put a smile in your voice. Introduce yourself. Is it convenient for the person to take the call?


Phone Skills:

A chickenless head

Control the call. Get caller’s name and use it. Make them feel connected. Ask open questions. Use active listening. Record and repeat information.

Assertive versus aggressive

Assertive Versus Aggressive:

You WILL listen to me!

Know the three types of behaviour: aggressive, submissive, assertive.


Preparing To Present:

But I hate talking to people!

Know who you’re talking to, and what you want to say.


Presentation Tips:

Now drink five espressos

Tailor the presentation to the needs of your audience.

Assertiveness Tips

Assertiveness Tips:

I'm just being honest!

Be Assertive. Be honest. Stick to the bottom line. Negotiate as equals.


Structuring A Presentation:

POP-ping your pants

Structure the presentation: Position, Options, Proposal.

Body language

Body Language:

This is my giant desk castle

DON’T: adopt ‘status’ positions behind desks; give aggressive eye contact; fold arms defensively; use closed hand gestures.

DO: use round tables; use postural ‘echo’; lean forward and nod; maintain friendly eye contact; use open hand gestures.


Email Etiquette:

Re: Re: Re: Re: Re: emails

Turn off your mail alert and schedule specific times to check mail. Don’t leave everything in your in-box. Use subject lines properly to say what the message is about. Use  the out-of-office function so people don’t think you’re ignoring them.


Formatting A Report:

Short, sweet, persuasive

Use plain English. Make it look readable. Package it attractively.


Structuring A Report:

Nice and long - good

List the objectives. Organise key points. Structure the document.

An Introduction To Meetings

Meetings With John Cleese. Essential viewing for anyone who attends meetings or needs to deal with awkward colleagues.

Do Your Homework

Research the facts. Present your case professionally. Prepare for objections.

Irrelevant Points

Stick to the point.

Keep It Cool And Courteous

Listen and respect. Your weak points; their strong points.

Keep It Short

Stick to the agenda. If you’ve got nothing to say, shut up.

Discourteous And Contradicting

Questions, not contradiction.


A summary of how not to mess up a meeting from John Cleese.

What Is Internal Customer Service?

What internal customer service is, and why it is important.

Meeting Internal Customer Needs

Defining the customer and their needs.

Tips On Breaking Down Silos

The expectations test.

The Internal Customer Pyramid

Turning the organisation chart on its head.

Personal Support And Conflict

Dealing with internal conflicts.

Five Secrets of Communication


Communicating effectively.


This programme is for anyone who wants to break down ‘silos’ in their organisation and build productive working relationships with people from different departments.

The Dominator

Stay calm, and speak to the chair. Use the stuck record technique.

The Interrupter

Ignore the interrupter and use the ‘3-point’ technique.

The Turf Warrior

Respect the turf warrior’s territory and ask them for the answers.

The Assassin

Ask the assassin for ideas and keep pushing.

The Waffler

Dealing with the person who goes on and on, and on, and on.


Meetings, Show You Understand:

Are you listening?

Listen actively. Show empathy.


Meetings, Work To A Joint Solution:

I've got a great idea, My Idea!

Listen to everyone. Especially the quieter voices.


Planning Virtual Meetings:

Let's have a meeting!?

Inform everyone of the agenda. Put important items at the top and give them the time they need.


Running Virtual Meetings:

Hold the sausages

Provide evidence before interpretation & decisions. Stop people jumping to next stage or going over old ground. Summarise – record decisions and action points.

John Cleese’s Introduction

Welcome to the latest Meetings Bloody Meetings production from Video Arts; where John Cleese returns as the Judge to demonstrate the rules for running a meeting to the hapless manager, Will Smith (The Thick Of It).


Decide whether a meeting is needed. Think through the objectives of the meeting in advance.

The Agenda And Allocating Time

Arrange the agenda in a logical order. Allot the correct amount of time for each subject. Distinguish between urgent and important items and don’t let the former take up too much time.

Signal Your Intention To The Meeting

Decide who should attend either in person or online. Tell those attending the meeting what is to be discussed and why. Make sure they know what the meeting is intended to achieve. Decide and obtain the information needed for the meeting.

Control The Discussion

Structure discussions so that evidence comes before interpretation and interpretation before decisions.

Summarise And Record The Discussion

Summarising helps to keep control. It allows the person in the chair to keep the topics separate from one another and to pull discussions back on track when they start to ramble.


A summary of how to: prepare, structure, manage and control effective face-to-face and online meetings.


Structure and deliver effective presentations with Matthew Horne and Sally Philips.

Using Slides Effectively

Use simple and direct language and relevant images.Avoid reading out what’s on the screen. Avoid gimmicks such as annoying animations or whacky fonts.

The Importance Of Structure

Make sure your presentation includes a welcome, beginning, middle and close.


Always speak clearly.Use positive body language. Don’t read from a script. Interact with the audience – make regular eye contact, invite questions.

Illustration of videos on iPad

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Whether it be via our ON>DEMAND video platform, your video platform, your LMS, or our LMS we’ll get your people learning on the platforms and devices and work best for them.

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Mark Helen Baxendale
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