Tertiary Catalogue

Business and Administration


SWOT Analysis

Strategic Tools for Business

In business, a thorough understanding of an organisation’s strengths, weaknesses, opportunities and threats in both internal and external environments is crucial. This video introduces the SWOT analysis and how it can be a helpful evaluative...Show More

Lewin's Force Field Analysis

Strategic Tools for Business

Successful businesses must continually adapt, and change requires a deep understanding of driving and restraining forces. This video examines Lewin’s Force Field analysis and how it can be used to evaluate whether change is feasible. Through a...Show More

PESTLE Analysis

Strategic Tools for Business

Although external factors are outside of a business’ control, it is still important for them to consider political, economic, social, technological, legal and environmental/ethical factors. This video explores the PESTLE analysis and how it can...Show More

Porter's Generic Strategies

Strategic Tools for Business

A competitive advantage is highly valuable in business and choosing between a cost/differentiation or leadership/focus strategy can be a way of achieving this. This video introduces Porter’s Generic Strategies and how they are helpful for...Show More
CSR in Action: Benefits and Limitations

CSR in Action: Benefits and Limitations

Corporate Social Responsibility

Corporate social responsibility has the potential to create lasting positive changes in the communities with which a business interacts, increase an organisation’s trustworthiness and the fulfilment of their employees. However, CSR comes at a...Show More
CSR and the Triple Bottom Line

CSR and the Triple Bottom Line

Corporate Social Responsibility

Coined in the early 1990s, the term ‘triple bottom line’ is often used in dialogue around corporate social responsibility to define the three interrelated areas by which modern companies should measure their success: people, planet and...Show More
Carroll's CSR Pyramid

Carroll's CSR Pyramid

Corporate Social Responsibility

Carroll’s Corporate Social Responsibility Pyramid has long been used as the framework through which to think about a business’ economic, social and environmental responsibilities. In this comprehensive video, students will be guided through...Show More
CSR and Stakeholders

CSR and Stakeholders

Corporate Social Responsibility

With Marks & Spencer providing an invaluable case study of how corporate social responsibility is applied in a real, multi-national context, this video explores the sometimes complex relationship between stakeholders and CSR. Students will gain...Show More
Episode 10: Resolving Problems for Customers

Episode 10: Resolving Problems for Customers

Improving Customer Relations

This clip teaches learners about the importance of resolving problems for customers well, and the best approaches to take to resolving issues. The video also covers some useful customer complaint statistics, and how to use the 'brain see-saw' to...Show More
Episode 11: Summary and Conclusion

Episode 11: Summary and Conclusion

Improving Customer Relations

The final episode of this series reviews and summarises all that has been covered in the previous 10 episodes. It also asks learners to commit to using three things that they have learned about in their workplace.
Episode 02: Who Are Your Customers?

Episode 02: Who Are Your Customers?

Improving Customer Relations

This video looks at how the experiences of your customer affect future communications. The video also highlights how your customers might be a wider group than you think, and the reasons for providing excellent customer care.
Episode 09: Internal Customer Care

Episode 09: Internal Customer Care

Improving Customer Relations

This clip demonstrates how the SiPoC model can be used to define your internal and external customers and suppliers. It also looks at how improvements for internal customers can make work easier.
Episode 07: Using Telephone and Internet

Episode 07: Using Telephone and Internet

Improving Customer Relations

Answering the telephone is a different skill to face-to-face communication. This clip elaborates on these difference and demonstrates the dos and don'ts of phone conversations. It also looks at the ways in which the internet has changed the way...Show More
Episode 08: Communicating with People with Additional Needs

Episode 08: Communicating with People with Additional Needs

Improving Customer Relations

Every customer has different needs, and there are some who may require additional assistance. This clips teaches learners how to better deal with these needs, how to assist customers from different cultural and linguistic backgrounds, and when...Show More
Episode 05: Leading Your Customer to a Solution

Episode 05: Leading Your Customer to a Solution

Improving Customer Relations

This video teaches learners how to establish rapport with a distressed customer. It shows how to pace and lead a conversation with a customer to avoid reacting to their emotions.
Episode 04: Communication Skills

Episode 04: Communication Skills

Improving Customer Relations

Communication skills are an essential skills for every business. This video looks at the three ways that people take in information, the three components of face-to-face communication, and how they should be used together when planning your...Show More
Episode 01: Improving Communications with Your Customers

Episode 01: Improving Communications with Your Customers

Improving Customer Relations

Lesley Coleman introduces the series and its objectives, and teaches students about the power of habit.
Episode 03: What Is Customer Care?

Episode 03: What Is Customer Care?

Improving Customer Relations

This clip looks at the three elements of customer care—personal, physical, and procedural. Students will learn how to re-frame the customer experience, what good customer care is, and the benefits of treating a customer as a guest.
Episode 06: Listening Skills

Episode 06: Listening Skills

Improving Customer Relations

The majority of time spent a work involves listening, and research shows that people aren't very good at it. This video highlights why listening is important, how to develop your listening skills, and when to use closed and open questions.
Effective Business Communications

Effective Business Communications

Exploring Business

Communication, internally and externally, is central to every aspect of a business’s strategy and operations. In this video, four different business people from the UK and Australia provide an insight into the importance of communication,...Show More
Features of Businesses

Features of Businesses

Exploring Business

Understanding the fundamental features of business underpins success. This video explores organisational purpose, structure and objectives through the eyes of four operators in very different Australian and UK-based business environments –...Show More
Stakeholders and Their Influence

Stakeholders and Their Influence

Exploring Business

Every business has its stakeholders—without them the business wouldn’t exist. In this video, four people operating in very different business environments—in Australia and the UK—talk about the influence of internal and external...Show More
A Word from the Gods

A Word from the Gods

'A Word from the Gods' demonstrates to students that it is not enough to know about something, you need to be able to explain it in a way that others can understand. The video demonstrates that often people have to experience something fully to...Show More
Office: Good Manual Handling Practices

Office: Good Manual Handling Practices

Manual Handling

Even an office environment can present many manual handling risks. Using correct manual handling posture and techniques reduces the risk of injury. This snippet demonstrates a number of regular office tasks which are a common cause of injury....Show More
Environmental Impacts of Consumer Products

Environmental Impacts of Consumer Products

Geographies of Interconnections

We often don’t realise it, but the decisions we make as consumers – from what products we buy to how we end up disposing of them – often affect other people in other places. In this programme we investigate how the sourcing, manufacturing...Show More