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Keys to Train Seasonal Employees as Brand Ambassadors
By K.C. Blonski, Senior Director, Travel, Leisure, and Retail Markets, AchieveGlobal
Despite a still-sputtering economy, consumer confidence continues to grow as retailers up the ante when it comes to delivering customer service. With the holiday season in full swing, and retail success dependent on exceptional service, retailers cannot rely solely on holiday decorations and seasonal promotions to drive traffic and ultimately brand loyalty. They must focus on owning the customer experience.
Investing in a New Workforce Training and Education Program
By Ray Davis, Corporate Enterprise Training Activity Resource Systems (CeTARS) Program Manager, Commander, Navy Installations Command
Criteria for the Ideal Instructional Design Process Model
Editor’s Note: The best model for any designer or developer is the one that works well for a particular organization—a model that consistently produces effective learning outcomes on time and on budget. Here,Michael Allen outlines four necessary criteria for the ideal process model, each of which are met byhis Successive Approximation Model (SAM) as an alternative to the ADDIE instructional design model.
By Michael W. Allen
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
Game Gain
By Margery Weinstein
L&D Best Practices: Sept./Oct. 2012
Training magazine taps 2012 Training Top 125 winners and Top 10 Hall of Famers to provide their learning and development best practices in each issue. Here, we look at strategies to foster technology innovation and implementation and onboarding.
TECHNOLOGY INNOVATION
By Lou Tedrick, SVP-Workforce Development, Verizon
A chef eats the food she prepares. A mechanic fixes his own car. An accountant balances her own checkbook. And at Verizon, employees use the technology they sell.
Soapbox: Lights, Cell Phone, Action!
An actor, a cell phone, and a solid storyline lead to an engaging onsite, in-person simulation to improve customer service.
How Leadership Cross-Training Works
By Jack Zenger, CEO, Zenger Folkman
How to Be a Great Manager When You Have 57 Other Things to Do
By Brad Karsh, President, JB Training Solutions
“Time is the quality of nature that keeps events from happening all at once. Lately, it doesn’t seem to be working.”
It’s not easy managing people—especially when stress levels are up and you have 57 other urgent things to do. No matter the circumstances, being a great manager takes time and dedication. But let’s get real: You literally have no time to spare!
Talk’s Not Cheap: With Careers, It’s All About Conversation
By Dr. Beverly Kaye and Julie Winkle Giulioni
If you’re like most managers, you care. You’ve become accustomed to taking on more and more, expanding your job description with countless “other duties as assigned”... and even some that aren’t. Developing the careers of the people who report to you is on a growing (read: crushing) list of to-do’s.