CUSTOMER RELATIONSHIP MANAGEMENT

What’s that? Customer Relationship Management is a company-wide business strategy for managing a company’s communication or activity with its customers before, during and after an interaction. The overall goals of Customer Relationship Management are to monitor business processes and interactions to ascertain customer satisfaction – that is whether a company is meeting the customer’s expectations. [...]

ATTITUDE

Have you ever heard the saying, “Attitude is everything?” Well, never has a saying been so true . . . from the way you dress, the way you treat customers/clients and fellow employees, your timeliness and follow through, the way you approach work, the way you look at the world around you, your attitude plays [...]

THE LEADERSHIP CHALLENGE

What is leadership? The dictionary definition of leadership is: Ability to lead, guide, or influence people. An act of instance of leading; guidance or direction. Lead, guide, influence and direct. Leadership competencies have remained the same throughout the years. Leadership is an essential skill to any organization’s success. There are many books, courses and workshops [...]

PROVIDING FOR THOSE ‘AH-HA’ MOMENTS

Unlike some television commercials, “Ah-Ha” moments may not appear in the shape of a light bulb above your head, but nonetheless they happen . . .  when you get it, you get it. Why is providing for those “Ah-Ha” moments important? Let’s first look at the meaning of each of the words. Provide – (verb) 1. To [...]

TWELVE DAYS OF CHRISTMAS – “TRAINING STYLE”

                                                                                                                                                                                                                                                                                                                                                     The Twelve Days of Christmas – “Training Style” (NOTE: Same melody as the original Twelve Days of Christmas) On the first day of Christmas my trainer gave to me: A Power Point on a white screen On the second day of Christmas my trainer gave to me: Two Ice Breakers and a Power Point [...]

TRAINING ISSUE? MAYBE NOT.

Training issue? Maybe not. You say you have an employee that for some reason is now not cutting it. The manager says they’ve noticed their performance has declined and suggests sending them for training to fix the problem. Many times issues are labeled as training issues to hide the real problem or avoid blame. However, [...]

TRANSFER OF LEARNING

What is transfer of learning? Transfer of learning is the “ability” of an individual to take the knowledge and skills they acquire during a learning intervention and apply them in real life on the job. Transfer of learning doesn’t happen in a vacuum. It takes the coordinated effort of several individuals to ensure that it [...]

WHEN VISIONS ARE CLEAR

So, your company has a concise Vision and Mission Statement, “killer” strategic plans, top-notch management staff, and culturally-fit employees. With all of that in place, your company is still missing the mark on successful results? Vision is one thing, action is another. Vision seen only by leaders is insufficient. Vision must be inspired, shared and [...]

GOT PERFORMANCE?

How do you know? How would you know? What is performance? Performance is the act of performing; the carrying into execution or action; execution; achievement; accomplishment; representation by action; as, the performance of an undertaking of a duty or task. In the business world, tasks are related to work and the worker. The efficiency at [...]

“BLIND SPOTS” REVEALED USING HUMAN PERFORMANCE IMPROVEMENT

What is Human Performance Improvement? To understand Human Performance Improvement one must first understand what human performance is. Human performance is a series of behaviors carried out to accomplish specific tasks or results. Behavior is what an individual does or says. Behaviors are observable acts that can be seen and heard. Human performance is a [...]

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