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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.

By Dulce Gonell-Holderby, Training Account Manager Signature Worldwide Dealing with customer complaints is not fun. We all have been through an experience in which the customer was not a happy camper. So how do you prevent this unhappy customer from passing on their negative experience to their friends, family, and the world, especially since we are a society of technology and we share things at a moment’s notice?

By Lorri Freifeld Orchestrating a smooth training transition during a merger or acquisition is never easy. But when it involves the joining of two major airlines, well, fasten your seatbelts. There almost definitely will be turbulence ahead.

BEST PRACTICES Edward Jones: Practice Makes Perfect (Sales Training) Each month, Edward Jones hires more than 150 new recruits with little financial background, then trains them to serve clients well. This organic growth is achieved through extensive training, including coaching by veterans, online study, virtual classes, weeklong stints of classroom training, and recorded role-play.

  In the second of three posts, Training 2012 Conference & Expo speaker Dick Handshaw talks about establishing your position as a strategic partner.

By Pat Quinn, Managing Director, and Pamela Verick, Director, Protiviti Inc. During prosperous economic times, ethical business principles may be overlooked when the next moneymaking deal seems right around the corner. When cash is flowing, few extol the virtues of a strong corporate culture and how it contributes to long-term business success. Yet, many learn in hindsight the value of these principles.