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What do you teach managers about communicating with employees, so they get the desired message without feeling alienated or resentful? Does a generational shift in the workplace also necessitate a shift in communication style?

Choice Hotels International’s business intelligence group worked for three months to develop frequency algorithms that could be used to create customized consultation templates for its area director organization, which provides operational coaching and consultations to hotels.

Define microlearning as it suits your organizational training. There is a time and place for the approach, but there are also situations where alternatives may be required.

A new Website gives women the opportunity to share their stories about the workplace, including allowing them to express their feelings about their employer’s policies, practices, and culture.

Aetna’s QUEST (Quality Understanding Empathy Sensitivity Trust) certification program supports Aetna Medicare’s strategic goal of taking customer service to another level by providing a positive member experience with an advocate for their needs.

Most customers are reasonable people. If you show that you genuinely care about their happiness and appreciate their business, you leave a lasting impression.

While Google often is lauded for its progressive, employee-friendly workplace, even its employees are not always as happy as they thought they would be.

Ask the customer what it will take to make things right and then do more—give them a “plus one.” Whatever you “should” be doing for your customer, add a little something extra.

A critical lesson from the Training 2016 Conference: Connecting business results to the efforts of training has not always been the easiest to do—but clear communication between Training and “the business” make it a whole lot easier.