Why Questioning Work Is the New Time Management
When people become comfortable questioning and challenging assumptions about work, it often becomes clear that redesigning the work—doing it in a new way than was originally specified—is often the best option.
Virtually There: Developing the Competencies of Virtual Classroom Facilitators
As you move your programs to the virtual classroom, start by making sure your instructional designers are virtually competent. Then, task your trainers with the following goal: facilitate virtual classroom learning experiences that meet or exceed the learning outcomes expected in a traditional face-to-face experience.
Common Questions about Host Leadership
Host leadership is about building relationships—at work, in the community, in society, at home—to engage others. This engagement is the key ingredient that leads to increased performance and results.
My Best Boss
Research shows that common characteristics of what makes a good boss include: My best boss listened. My best boss backed me up. My best boss respected me.
Versatility: The Engine of Success
Versatility is the ability to recognize differences in communication preferences and to adapt to make others more open and receptive—creating more effective and productive relationships.
10 Steps to Creating a Legendary Total Customer Service Experience
The more you know your customers and how each of their interactions with you is experienced, the better you can enhance their total experience to make it legendary.
CallMiner at Afni
A partnership with speech analytics company CallMiner has helped contact center provider Afni harness the power of big data, become more effective in coaching its agents, and identify opportunities for targeted training.
Management Challenge # 10: When You Have an Employee Who Needs to Improve Quality
Quality is almost always harder to monitor and measure than productivity. Tracking quality requires regular auditing of work product, close attention to the details, and plenty of subjective judgment calls.
3 Strategies to Help You Gain Clarity and Meet Your Business Goals
Getting clarity is the first practice of personal leadership. It allows you to connect to an inner source of inspiration that will call you forth and compel you to achieve a powerful new vision.
Case Study: Ocean Spray Fixes “Broken” Plant with Accountability and Culture Change
How Ocean Spray’s Kenosha plant made radical improvements in safety, performance, and employee satisfaction using Accountability Training and by creating a Culture of Accountability.