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This multi-tiered program prepares contact center agents to become first-line supervisors (known as coaches) and focuses on leadership competencies including communication, building relationships, coaching, critical thinking, and business acumen.

It is a subtle, but important, difference to distinguish between “How I can do more to get more?” vs. “How can I get more?”—“more” being a higher level of performance from employees. The key lies in understanding what the supervisor vs. employee is responsible for in achieving good performance.

In today’s technology-driven world, is it necessary to train skilled tradespeople in person or is it acceptable to train online or via live Webcast or prerecorded video?

To trust in the workplace means making an active choice to risk something that’s important to you or to your project that may have a lasting impact.

As major data breaches continue to make headlines, the need to fill cybersecurity positions has become urgent. One solution may be to provide training to existing IT employees, who already have the technical background and are familiar with company practices.

After introducing the virtual instuctor-led training, Leadeship Direct, to developing department leaders scattered in various locations, Edward Jones observed readiness improvements, promotions, and statistical evidence that internal promotions and successor depth are moving in the right direction.

In some regions, HR is perceived as a burden because it does not bring in direct business. But what many business leaders don’t realize is that HR actually does contribute to profit by eliminating potential losses.

When you can make “attitude”—good and bad—less vague and more about specific observable behaviors, it helps people become more aware and more purposeful about mitigating their negative behaviors and accentuating their positive behaviors.

Taking responsibility when it matters the most.