training tagged posts
Old school leaders aspire to the belief that
“he who holds the knowledge, holds the power.”
The new paradigm is he who holds the knowledge,
and doesn’t share it, is probably guilty.
We would never consider a sporting event without goals, displaying confusing scoreboards or faceless time clocks. Instead feedback is immediate, concise, compelling, and consistently understood by everyone both in the game and on the sidelines.
In contrast, many work environments are inundated with ambigui...Read More
Shon Watkins is our “Chief Imaginator” his responsibility is to convert complex ideas into irresistible illustrations.
We have all experienced the life-changing energy of learning something that we absolutely know will change our culture forever, only to have the message fade away drowned out by too much to do and too little time.
The solution is to create a system that is:
3. Instantly recognizable
4. Universally understandable
5. Consistently renewing
Does it seem like service providers are just not listening?
Nobody wants to sit through another Service 101 session of “Smile Training”. Basics are appropriate for those new to the workforce, but they usually are not the problem.
The greatest service challenges are not from those few new, who don’t know how, but the vast majority who have forgotten why.
It is a problem not of heads, but of hearts. What’s needed is not a new way of doing, but a renewed reason for doing.
Astonishing Servic...Read More
This article was inspired by Tsufit author of Step into the Spotlight and the super cool LinkedIn group by the same name. You can see the entire conversation string as a member but it starts out with four potential categories posted by my friend Robert Wright.
1. Authentic authentic
2. Authentic fake
3. Fake authentic
4. Fake fake
I liked the topic and responding seemed easier than going to confessional (especially since I am not Catholic).
I also thought others might benefit from th...
Twenty years ago after creating the new employee “Service Camp” for the Coeur d’Alene Resort I was given the opportunity to move from operations to HR. I loved the possibilities but hated the realities. Too much time limiting liabilities and very little investment in growing resources. (Oh, and I also hated the little office in the back hall.) In the nearly two decades since, I find that for many (not all), little has changed.
There are still far too many resources devoted to protecti...Read More