When Did Robots Take Over Customer Service?
By Scott T. Merrick Training Account Manager Signature Worldwide On a recent trip to a well-known big-box retailer, I noticed with much pleasure a small child goading his mom into letting him scan their purchases through the self-service checkout. All I could think of was as a child I would have loved this, and now as an adult I was equally intrigued, so I went to one of the available self-serve kiosk and followed the instructions.
UPS Tranforms Its Talent and Performance Management Process
By Margery Weinstein Over the last few years, UPS has transformed its Talent Management and Performance Management Process to align job models and leadership competencies to attract, develop, retain, and reward its future leaders. In late 2009, the company implemented training to all U.S. full-time management to give them a clear understanding of why the changes were made, demonstrate the link between performance and pay, and to help everyone identify their skill gaps and areas of strength.
Maximizing Learning Transfer
By Raed S. Haddad, Senior Vice President, Global Delivery Services, ESI International It’s not just what you know; it’s how you use what you know. Attending a training class without proper post-course knowledge application and integration is a futile, yet common practice. In fact, a recent study shows that organizations estimate a high level of learning transfer to the workplace, but the reality does not bear that estimate out.
Understanding (and Maximizing) the Work Practice of the Digital Native
The following is taken from Chapter 1: “When Facebook Comes to Work: Understanding the Work Practice of the Digital Native,” by Brynn Evans. Work as a Practice
Bust Out of Recession Mode—How to Rally the Troops
By Mike Noble, Managing Partner, Camden Consulting Group Leaders must be able to help their employees see the possibility and promise of what is to come, while making peace with the past. A company can’t succeed unless its employees are invested in its success, and they need to get into the right mindset. An organization’s leadership team must have the ability to motivate and inspire. Here’s what leaders need to do to rally their troops and get them excited about the future:
Harnessing the Power of Crowdsourcing
By Diane Youden, Principal, PwC
Effective Leadership Coaching Starts with the Right Culture
By Michael Stewart, Managing Partner, Work Effects One area of human resources that has grown considerably in recent years is leadership coaching. Coaching leaders isn’t about teaching a leader to do the things they already know how to do but just a bit better. It is about putting the ball in the hands of their teammates and guiding them to victory.
Maintain Workstation Posture
Millions of people each year sit in front of a computer with an arched back, crooked neck, and other poor posture habits. While many may view the threat of ergonomic-related injury as some type of a fairy tale, the potential for injury from repeated muscle stress is a scientific fact.
What’s Your Refresh Learning Strategy?
By Dan Cooper, CEO, ej4.com Ask a training professional about a certain skill set for employees and you’ll often hear something like, “Oh, we trained them on that two years ago.” The built-in assumption is, once you train employees on a topic, they’ve mastered it forever.
Making It Stick
By Kevin R. Glover, M.S., M.Ed., Vice President, Corporate Communications, Clinical Education and Sales Training, and Connie Murray, R.D., M.Ed., Director of Clinical Education and Sales Training at B. Braun Medical Inc.