It is most often the case. Front liners are sent to customer service training hoping that they’ll get better at serving customers. Most of what they learn is how to be nice because they can do very little about the snags that negatively affect customer experience. Application of learning is often short-lived too, because there…
The quick answer is yes, it can. When you tell your team, you are going to have a team building event, you get different kinds of reactions depending on how many times you’ve done it. I can enumerate them based on personal experience: If it is your team’s first time, it might elicit excitement and…
What do recruitment, career and succession management, training, and performance management have in common aside from they seem to all be associated with HR? The answer, they are a set of powerful talent development tools if used well. I believe it’s time Training Departments rethink their strategy. There is a system that’s broken, and it…
It can sound insulting if you think about it. I’ve heard several participants express their feelings about being sent to a training entitled Emotional Intelligence, Logical Thinking, or Strategic Thinking. I mean how would you feel if your boss one day tells you, you need training on emotional intelligence? I know, right? But we all…
