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…
“Hire for attitude, train for skill” I’ve heard this quote so many times and from so many sources, I could not associate it with anyone anymore. I completely agree with this. I’m sure you do too. Very few people get fired for their lack of knowledge or skill, it’s often due to lack of proper…
To be honest, I like facilitating team building for small groups better. I like seeing each participant eye-to-eye, facilitate deep conversations with them that lead to clear team rules of engagement and shared commitments. However, companies do need to get together and kick off some goals or implement some initiatives to align everyone. Often when…
“Everything rises and falls on Leadership” – John Maxwell This means that a lot is at stake in your organizational leaders’ ability to steer whichever part of the organization they are expected to steer so that the company can get to where it needs to be. The question now is, are your managers equipped and…
The ultimate goal is delegation. When I conduct training on People Handling Skills, I say that it is the ultimate goal, to get people ready for empowerment. It is not an easy journey to take. To empower people when they are not ready is to empower incompetence, it does not bid well for anyone. There are two…
I’m writing another article on this topic because I feel that I didn’t do enough analysis on the impact of the elements beneath the surface of the Competency Iceberg Model that affect what appears on the surface in my last article. This topic is important to me as a learning and development professional and as…
Is it possible that you are wasting money on training because your learners are not ready to learn? Is it also possible that you are looking at the right training title, but it does not contain the necessary content for the participants needed learning? It is very much possible, and here is why I think it is…