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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.
Supercompetent Speaking: Do You Need a Speaking Coach?
By Laura Stack, MBA, CSP
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 Training Top 125: CHG Healthcareメs Rx for Success
By Margery Weinstein
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.
How to Create a Culture of Self-Learning
By Dan Carusi, Vice President, Global Education, Deltek
From Corporate Communications to Organizational Conversation
Not so long ago, power within organizations came from the commands of top executives. Leaders drove performance by devising strategic objectives, which they translated into directives that passed down to employees, whose job was merely to take orders and to act on those orders. Today that model has fallen apart.