Online Articles

By Paul B. Thornton, Professor, Business Administration, Springfield Technical Community College “I’m overwhelmed.” If you’re a manager, you’ve probably heard those words from your subordinates and your colleagues. In fact, you’ve probably thought or spoken them yourself.

By Jason L. James, Jr.

By Virginia McCullough, Co-Founder, The Book Catalysts Remember all those years ago when you gathered round a campfire listening to stories or sat cross-legged at the library story hour? You were spellbound. Stories have that power over us—then and now. That’s what makes them such powerful tools for all your training, but especially for the books you write.

By Frank Lloyd, Associate Dean, Executive Education, Southern Methodist University Cox School of Business Although the U.S. Hispanic market—47 million strong—represents the nation’s largest ethnic minority, gaps in representation continue to exist within U.S. companies. Hispanic managers are significantly underrepresented in executive and senior executive positions.

By Amanda Herder, Account Manager, Signature Worldwide Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Edited by Margery Weinstein Through employee engagement survey feedback, MassMutual Financial Group saw an opportunity to improve its ability to foster open and direct communication. This includes peer-to-peer and employee-to-manager communications.

By Paul Glover It’s not surprising that being a leader today requires different skills than in the past. The workplace has undergone tremendous changes, including increased global competition, a seismic shift in technology that resulted in a knowledge economy, and an employee population more diverse than ever before.

By Gary White, CEO, White Springs The increasing use of technology in business is forcing trainers not only to use it, but to manage it. The next logical step for trainers, to maintain a competitive edge, is to take advantage of the benefits technology has to offer. Yes, it is disruptive, but how can the training industry use this to its advantage? What can you do to ensure that the impact technology has on your organization’s bottom line is a positive one?

By Laura Stack, MBA, CSP One of the most important tenants in speaking is know thy audience. Failure to do your homework can mean failure. At a minimum, your message will be diluted and won’t have the impact it could have. You always will do a much better job when you conduct better research.

By Eric Vidal, Director, Product Marketing, Event Services Business Segment, InterCall Technology has altered the reality of today’s learners. The evidence is all around us. Employees (students), both young and old, constantly have their noses buried in large and small screens, often at the same time.