Backlash: The Undeclared War against American Women. Faludi, Susan.
Crown Publishers, Inc. 1991.
Bad Behavior, People Problems and Sticky Situations: A Toolbook for
Managers and Team Leaders. Gregg Ward. Winding Creek Press. 2002.
Best Practices. Difficult People: Working Effectively with Prickly Bosses, Coworkers, and Clients. John Hoover. Collins. 2007.
Bridging Cultural Barriers for Corporate Success: How to Manage the
Multicultural Work Force. Thiederman, Sondra B. Lexington Books. 1991.
Building a Culture of Respect: Managing Bullying at Work. Tehrani,
Noreen, ed. Taylor & Francis. 2001.
Business Etiquette and Professionalism. DuPont, M. Kay. Crisp Publications.
1990.
Business Etiquette: 101 Ways to Conduct Business with Charm & Savvy.
Sabath, Ann Marie. Career Press. 2002.
Choosing Civility: The Twenty-Five Rules of Considerate Conduct.
Forni, P. M. St. Martin's Press. 2002.
Commonsense Etiquette: A Guide to Gracious, Simple Manners for the
21st Century. Stewart, Marjabelle Young with Elizabeth Lawrence. St.
Martin's Griffin. 1999.
Communication Disorders in Multicultural Populations. Battle,
Dolores E. Butterworth-Heinemann. 1998.
Company Manners: How to Behave in the Workplace in the '90s. Wyse,
Lois. Crown Trade Paperbacks. 1992.
Coping with Difficult People in the Health Care Setting. Umiker, William.
ASCP Press. 1994.
Do's and Taboos Around the World. Axtell, Roger E., ed. Wiley.
1993.
Do's and Taboos Around the World for Women in Business. Axtell,
Roger E., ed. Wiley. 1997.
The Do's and Taboos of Hosting International Visitors. Axtell,
Roger E. Wiley. 1990.
The Etiquette Advantage in Business: Personal Skills for Professional
Success. Post, Peggy and Peter Post. HarperResource. 1999.
Etiquette for Dummies. Fox, Sue. IDG Books Worldwide. 1999.
Executive Etiquette in the New Workplace. Stewart, Marjabelle
Young and Marian Faux. St. Martin's Griffin. 1996.
Genderspeak: Men, Women, and the Gentle Art of Verbal Self-Defense.
Elgin, Suzette Haden. John Wiley & Sons, Inc. 1993.
Kiss, Bow, or Shake Hands: How to Do Business in Sixty Countries.
Morrison, Terri, Wayne A. Conaway and George A. Borden. B. Adams. 1994.
Letitia Baldrige's New Complete Guide to Executive Manners. Baldrige,
Letitia. Maxwell Macmillan International. 1993.
Lions Don't Need to Roar: Using the Leadership Power of Professional
Presence to Stand Out, Fit In, and Move Ahead. Benton, D. A. Warner
Books. 1993.
Miss Manners' Basic Training: The Right Thing to Say. Martin,
Judith. Crown. 1998.
Multicultural Manners: New Rules of Etiquette for a Changing Society.
Dresser, Norine. J. Wiley & Sons. 1996.
Netiquette. Shea, Virginia. Albion Books. 1994.
The New Secretary: How to Handle People as Well as You Handle Paper.
Booher, Dianna. Facts on File, Inc. 1985.
The One Minute Apology: A Powerful Way to Make Things Better.
Ken Blanchard and Margret McBride. William Morrow. 2003.
Power Etiquette: What You Don't Know Can Kill Your Career. Casperson,
Dana May. AMACOM. 1999.
Protocols for Health Executive Behavior: A Factor for Sucess.
Dye, Carson F. Health Administration Press. 1993.
Rude Awakenings: Overcoming the Civility Crisis in the Workplace.
Gonthier, Giovinella with Kevin Morrissey. Dearborn Trade. 2002.
Say Please, Say Thank You: The Respect We Owe One Another. McCullough,
Donald W. Putnam's Sons. 1998.
Sex, Power, Conflict. Buss, David M. and Neil M. Malamuth, ed.
Oxford University Press. 1996.
A Survival Guide for Working with Humans: Dealing with Whiners, Back-Stabbers,
Know-It-Alls, and Other Difficult People. Gini Graham Scott. AMACOM.
2004.
The 10 Lenses: Your Guide to Living & Working in a Multicultural
World. Mark A. Williams. Capital Books, Inc. 2001.
Treat People Right!: How Organizations and Individuals Can Propel
Each Other Into a Virtuous Spiral of Success. Edward E. Lawler III.
Jossey-Bass. 2003.
Trusted Partners: How Companies Build Mutual Trust and Win Together.
Lewis, Jordan D. Free Press. 1999.
VGM's Complete Guide to Career Etiquette: From Job Search Through
Career Advancement. Satterfield, Mark. VGM Career Horizons. 1996.
A World Waiting to be Reborn: Civility Rediscovered. Peck, M.
Scott. Bantam Books. 1993.
Your Boss Is Not Your Mother: Create Autonomy, Respect, and Success
at Work. DesRoches, Brian. W. Morrow. 1995.
Videos
Are You with Me?: Common Courtesy On the Phone. A 22-minute video
program with guide. CMD Publishing. 1998.
Synopsis: Demonstrates all aspects of telephone use -
inbound, outbound, customer service, sales, and general office use.
Illustrates a simple, easy-to-remember concept: treat the people on
the phone as though they were in the same room with you.
The Art of Resolving Conflicts in the Workplace. With Lawrence
D. Schwimmer. A 37-minute video program. Albrecht Publishing Company.
1992.
Synopsis: The six essential techniques--1) I vs. Your
language; 2) anticipation; 3) meta-talk; 4) self-interest; 5) limit-setting;
6) using consequences. Learn how to anticipate your listener's response/gain
his trust; set limits that build mutual respect; use key words and phrases
that establish a spirit of cooperation.
Bridging Cultural Barriers: Managing Ethnic Diversity in the Workplace.
With Sondra Thiederman. A 24-minute video program with guide. Barr Films.
1991.
Synopsis: Four sound techniques for managing effectively
in a culturally diverse workplace; how to understand the values underlying
one's own culture and respect the unique values, expectations and needs
of individuals from other cultures; how to interpret the behavior of
individuals from other cultures; communication skills needs for specific
situations and individuals.
Building Cooperation: How Everyone Can Win at Work. A 15-minute
video. Communication Briefings. 1996.
Synopsis: Examines how to cultivate an atmosphere where
contributions and rewards are shared; build mutual respect by relying
on each other's strengths; enhance personal success by working toward
a team goal; overcome situations and attitudes that block cooperation;
view co-workers as avenues for success, not potential roadblocks.
Call Center Challenges. With Nancy Friedman. A 25-minute video
program with guide. Telephone Doctor. 2000.
Don't Shoot the Messenger: Common Workplace Courtesies That Reduce
Tension & Lower Stress. A 22-minute video program with guide.
Briefings Publishing Group. 2001.
Synopsis: This program depicts common violations of workplace
courtesy; details seven rules of etiquette for office equipment; offers
examples of random acts of courtesy.
A Great Place to Work. With Robert Levering. A 27-minute video
program with guide. Bureau of Business Practice/NIT/A Cally Curtis Company
Production. 1990.
Synopsis: Takes the viewer inside three of America's
most favored corporations [Preston Trucking, Quad/Graphics, and Federal
Express] and shows exactly what it is about them that sets them apart
from the rest and makes them a great place to work. Interviews employees
at all levels who tell in candid interviews what keeps them satisfied--and
loyal--to their firms.After viewing this program you'll believe that
you can actually make employees want to come to work--every day! See
why corporate culture ranks just behind customer service and quality
improvement as today's top training and development challenge. The program
presents the dynamics that foster productivity: respect for the individual,
a strong sense of fairness, cooperation and teamwork, responsibility
and trust, rewards and benefits, communication, and participative management.
Internal Customer Service: WACHTEO, We Are Customers to Each Other.
With Nancy Friedman. A 12-minute video program with guide. Telephone Doctor.
1998.
Synopsis: Stesses to employees the importance of providing
good service via the telephone, not only to customers and the public,
but to fellow employees, in other words, "internal customer".
A Matter of Respect. A 17-minute video with guide. Best Buy Co.
1994.
Synopsis: A series of vignettes depicting various forms
of harassment in the workplace. Borrowers should preview this video
before using. The content requires some preparation and planning in
order for it to be an effective training tool.
M.E.E.T on Common Ground: Speaking Up for Respect in the Workplace.
[1 video with guide]. Des Moines, IA: VisionPoint Productions, 2001. 24
minutes.
Synopsis: This program uses six vignettes to demonstrate
how employees can deal with workplace diversity issues professionally
and respectfully based on M.E.E.T.--make time to discuss, explore differences,
encourage respect, take responsibility.
Men At Work: A Playlet with Dialogue Taken from Real Life. A 6-minute
video program with a guide. World Health Organization. 1988.
Note: Intended to facilitate nonemotional discussion
on an emotional topic.
Synopsis: Attitudes toward women in the workplace.
Same Walk, Different Streets. With Geri Jewell. A 30-minute video
program. Milt Wright & Associates. 1993.
Synopsis: Geri Jewell uses her unique comedic talent
to inspire appreciation of ability, diversity and human potential.
She Said, He Said. With Pat Heim. An 86-minute video program.
AONE. 1992.
Note: An April 1992 live presentation.
Synopsis: Male/female differences and societal perceptions of such that
affect female leadership styles.
The Ten Commandments of Communicating with People with Disabilities.
With Tim Harrington. A 50-minute video program with guide. Program Development
Associates. 1994.
Synopsis: Discusses courtesy, respect, and the communication
skills needed when communicating with people with disabilities.
Ten Golden Rules for the Workplace. A 21-minute video program
with a guide. Program Development Associates. 1998.
Synopsis: Presents a series of workplace etiquette tips
and "unwritten rules" applicable to most, if not all employment
situations; provides examples of simple, timeless behaviors that everyone
appreciated and promotes diligence, respect, loyalty and sound performance
as the basic goal of all employees.
Through Her Eyes. With Julie Galosy. A 25-minute video program.
CreativEdge. 1993.
Synopsis: Communication, teamwork, productivity, and
morale will improve when gender is not an issue in the workplace. This
program focuses on the difficult-to-identify area of sexist behavior--the
"they just don't get it" kind of examples. Key topics are
social shift, unbalanced perspective, subtle putdown, exclusion, and
social/business expectations.
We Need to M.E.E.T.: Managing for Respect in the Workplace. [1
VHS tape with guide]. Des Moines, IA: VisionPoint Productions, 2003. 29
minutes.
Note: Guide contains 6 parts (presentation DVD, puzzle,
print copy of PowerPoint presentation, Participant Workbook, Facilitator’s
Guide, and Self-Study Workbook).
Synopsis: Teaches managers how to recognize, respond to, and resolve
day-to-day workplace situations that can rise out of cultural differences.
It will help managers know how to promote a respectful and inclusive
working environment while maintaining their organization's laws, policies,
and values.
Without Pity: A Film about Abilities. With Christopher Reeve.
A 56-minute video program. Films for the Humanities & Sciences. 1997.
Synopsis: Introduces a cross section of disabled Americans
who live full, productive lives despite their disabilities.
Why Bother? A 10-minute video program. Health Sciences Consortium.
1990.
Synopsis: Addresses the issue of treating each patient
and visitor with respect, dignity, and courtesy. Demonstrates some of
the worst scenarios a patient or visitor could experience while at a
hospital and how such poor professional conduct can add undue frustration
to an already stressful situation.
Without Regard to Race, Religion, Sex, National Origin, Age, or Disability.
A 39-minute video program with a guide. Vivid Edge Productions. 2002.
Synopsis: Features 10 short personal stories that explore
the different types of actions and behaviors that can lead to a discrimination
claim. The legal viewpoint is discussed after each vignette along with
guiding principles that can help prevent discrimination in the workplace--Respect,
Integrity, Honesty, Trust, Responsibility, and Citizenship.
The list of resources on this page is not intended to be complete or
comprehensive. The selected resources included are representative of the
subject area covered and are an excellent starting point for further research.
Additional print and electronic information can be found by conducting
your own literature search, consulting other library collections, or contacting
a professional librarian/informationist for assistance. Please check with
your local library to determine availability of these resources and local
library access to national interlibrary loan networks for resources not
owned locally. The list of resources is updated regularly as new resources
are identified by the Mayo Clinic Libraries, Mayo Clinic College of Medicine.
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