Online Articles

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.

By Rob Jolles While I was growing up, I was a fan of the late Vince Lombardi. Not only was he one of the greatest coaches ever, but he also finished his career with my Washington Redskins. He is the man who is forever linked to the following words:“Winning isn’t everything; it’s the only thing.”

By Richard B. Secord

By Paul B. Thornton, Professor, Business Administration, Springfield Technical Community College Management style greatly affects employees’ motivation and capacity to learn. The most effective managers vary their styles depending on the employee’s knowledge and skills, the nature of the task, time constraints, and other factors. By so doing, they encourage and inspire employees to do their best at all times.

By Matt Norman, President, Dale Carnegie Training in the North Central U.S. As a professional trainer, I am all too familiar with a common pattern that creates an obstacle to learning and change: Companies train employees on new skills or behaviors. Employees intellectually grasp the new concepts presented during training. They make initial efforts to incorporate the new ideas into their work, but the new practices seem awkward. It takes extra effort to use them. Eventually, they fall back into their old, comfortable habits.