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Best Practices: Can Trust Be Taught?

By Neal Goodman, Ph.D., President, Global Dynamics, Inc. Afundamental impediment in human interactions is the lack of trust. According to Stephen M.R. Covey, author of bestseller “The Speed of Trust,” training programs to promote trust enhance performance and profitability.

Soapbox: Quality vs. Quantity

By D’Anna Flowers, IT Training Manager, Accretive Health, Inc.

How-To: Integrate Customer Service and Applications Training

By Kent Sipes, Senior Consultant, CedarCrestone In customer service offices around the world, employees interact with customers, then intently study their computer screens, then interact with customers again. Often, the switch from customer to screen and back is awkward, and most customer service professionals are more comfortable dealing with people than with computers. There’s often a tendency to do all the “computer” work, then all the “people” work.

From Learning to Performing (Part 2)

By Neil Shorney, Director, Naturally Sales Ltd. Congratulations! You’ve just found the perfect training program for your employees! It covers everything they need to know, and just the right level of detail, and the trainer is great. Sure, it was expensive, but you get what you pay for. Well, sort of... What you’re paying for is most likely three days of a trainer’s time in a classroom, a nice lunch for your team, and some course materials to take away afterward and put on the bookshelf in case they’re ever needed.

Dialogue and Empowerment Trump Action Planning

By Christopher Rice, Fraser Marlow, and Mary Ann Masarech Don’t expect an initiative to do a human’s job. Engagement is a personal equation, and managers must play a role in helping each employee solve it. Your best managers already understand this, as do many of the leaders we’ve interviewed. They’re not waiting for survey data to shape what they do. They don’t make engagement a once-a-year priority, distinct from what they do the rest of the time. They always manage their teams with an eye toward results and engagement.

Building Engagement with a Remote Workforce

By Kate Donovan, Global RPO President, ManpowerGroup

2013 Best Practices and Outstanding Training Initiatives

BEST PRACTICES BB&T Corporation: Leadership Development Program (LDP) Twice a year, a class of Leadership Development Program (LDP) associates relocates to BB&T University for nine months to participate in the four phases of the program. Associates choose one of two concentrations to specialize in: business banking or specialized corporate functions. Program framework and highlights include:

Engagement Starts with Your Leaders

By Tom Roth, Chief Operating Officer, Wilson Learning Worldwide Let’s face it—it’s still tough out there. Most organizations today have weathered the worst economy since World War II, with recovery and growth slower than we all would like it to be. But you made it, and now you are dealing with the massive changes that have taken place and are working hard to ensure your organization stays on course for continued success.

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