September 10, 2019

Most managers are good at managing the program, the system, or the day to day challenges. They are problem solvers extraordinaire, until it comes to people problems. When there are problem employees they usually don’t know what to say or do. These things can be taught...

August 1, 2019

A lesson in customer service.

Over two weeks ago I had a bad experience with my financial institution. I had a bill, in my electronic bill pay that was paid late. As far as I knew I had done the scheduling of the bill properly and timely but it just got paid three days...

February 6, 2019

I don’t know how many times I have repeated this phrase to managers but it doesn’t seem to sink in. The first thing they want to do when there is an ongoing issue is send the poor performer, or person behaving poorly, to training so they know how to behave or perform.

W...

February 1, 2019

Our submission contest for a free training last month brought all sorts of tough scenarios. We chose this unique one from all our submissions in January 2019. Thanks again to all who submitted their scenarios.

SCENARIO: "We have a satellite office that houses several pe...

January 14, 2019

It’s rampant in workplaces, but why? Is it that hard to confront a subordinate on a behavioral issue (or a performance issue)? Is it so important that it will make a real difference in the big picture of organizational effectiveness?

Yes, it is THAT important!

Consi...

December 4, 2018

Okay, you are frustrated. You have tried everything from giving them an ultimatum to sending them to training of how to be nicer. Nothing is working!

We have all had a jerk in the office that, while they seemed like a great hire, turned out to be a royal jerk. There may...

December 4, 2018

Consider this article on ways to close the skills gap, suggested by the author, Eliza Kennedy on the website of The Training Associates (TTA). Kennedy makes some great points. Now let's break it down to basic math.

Here's why you want to do everything you can to retain...

November 19, 2018

Compassion means embracing our problems to help fix them instead of pushing them away with anger, ridicule and punishment. Compassion is driving change for the better. It is improving our existence through improving our lives, our attitudes and our general state of bei...

April 3, 2018

Have you ever wondered if your employees are struggling financially? Especially, the single mother of three or the guy who cleans your offices at night or delivers your mail during the day and who supports a family of eight and has no high school diploma. They are at y...

March 7, 2018

Is being responsible and being accountable the same thing? Their definitions are the same but when you tell someone they are responsible for something doesn't that have kind of a negative connotation? "You are being held responsible" typically means they are going to b...

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