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Statistics vs. Believing Your Customer

By Kristy Westfall Moyer, Training Account Manager, Signature Worldwide “Just because nobody complains doesn’t mean all parachutes are perfect.”—Benny Hill In nearly every training class I facilitate, there is a Doubting Thomas in attendance. I welcome this personality type; I respect the role they play as I believe others in class may feel the same, but are too shy to speak up. I appreciate the challenges presented, as I know if I don’t have buy-in from the attendees before they leave, there will be no behavioral change.

What’s Your CQ?

By Barbara A. Trautlein, Ph.D.         

HR: Follow the Data, Not the Process

By Mike Cerniglia, Executive Vice President and Chief Technology Officer, MicroPact

5 Critical Competencies for Disruptive Innovation and Change

By Soren Kaplan Disruptive innovation and change have become the norm. Most of us know that if we don’t proactively innovate and change the game, someone else will rewrite the rules for us. Just think Blockbuster, Borders, Blackberry, and Kodak. At the same time, business culture reinforces the idea that uncertainty should be avoided at all costs. Control is the goal. No wonder every management book on Amazon that uses the word “surprise” in its title focuses on preventing the phenomenon from occurring.

ETS Department Case Study: Training in the Huddle

By Patricia B. Thurgood, and Fran Klene, BS, MS, Learning and Change Facilitators, Indiana University Health

Social Media Policy 101

By Heidi Carpenter, Fafinski Mark & Johnson, P.A. By the end of 2012, Facebook will be home to more than 1 billion users; Twitter will have registered 500 million-plus users; and YouTube will far surpass 4 billion views per day. These incredible numbers indicate social media will continue to shape the ways in which we communicate. The rise of social media also has transformed the landscape of the workplace.

Turning Check-In into a Second Chance

By Kristy Westfall Moyer, Training Account Manager, Signature Worldwide Do we ever get a second chance to make a first impression? Are first impressions the only ones that count? Have you ever realized that you judged a person or situation completely wrong at first? Moreover, what if what you were certain was an accurate impression turned out to be the complete opposite of what really was?

8 High-Impact Collaboration Opportunities

By Ron Ricci and Carl Wiese Collaboration technology has maximum impact when it addresses your top business priorities. Here are eight of the most common areas where collaboration solutions—such as video and Web conferencing, customer care, social software, unified communications, messaging, and mobile applications—are delivering results. 1. Enable Virtual Teams

Will the Customer Service Process Ever Be the Same?

By Floyd Adler, Training Account Manager, Signature Worldwide What an interesting question and what a challenge! Personally, I do not look at customer service being the same as it used to be; however, the challenge lies in the demand to work harder to make EVERY customer service encounter better than it has ever been.

Don’t Just Say It, Convey It

By David Lapin The foundation of robust communication rests more on the ability to hear than on the capacity to speak. Communication is ineffective if it isn’t heard, no matter how eloquent the speech. As leaders, we need to hear our people, but equally important, we need to make sure the people we lead are hearing us. This applies on a day-to-day level, but is particularly important when having a serious conversation with an individual about his or her performance.

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