Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way to lead by example to show what sort of experience you want your customers to have. It is in fact “setting the stage” for how you expect your people to... more
How to make learners fall in love with training Sometimes, L&D people may feel that they’re forcing people to learn. After all, the company does have regulatory commitments, specific skills needs, and cultural or internal processes, policies, and programs that must be upheld. You’ll find yourself telling learners: “It’s required... more
Transformations are everywhere lately. We’re talking about and hearing about digital transformation, business transformation, transformation acceleration and cultural transformation in just about every other business article or conversation. Cultural transformation is essentially aligning your people, processes and business tactics with a new “north star” for your organization. I would argue... more
As do most articles in the L&D space, I frequently talk about what we should do. And, it occurred to me, that I could (and should) also talk about what we shouldn’tdo. So here’s my list of things to avoid. There’s no claim that this list is comprehensive, but it... more
I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones. It’s somewhat of a joke, as I like to believe I have lots of good ideas, but it’s also true. Since systematic creativity isn’t an oxymoron, there are practices we... more
Once again, it’s time to start worrying about a new generation coming into the workforce. In fact, the worrying has already begun. A recent study showed that managers are not excited to welcome Generation Z, which has already begun to enter the workforce. They’re voicing concerns familiar to anyone who... more
There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we... more
