training tagged posts

Quick fixes vs Real Results December 15, 2021 Emotional Intelligence

I have been privileged to create many training events for world-class teams over the last 15 years.

I have worked hard to make sure the content has been focused, interactive, educational but for most people the lessons are largely forgotten in a matter of weeks or maybe months.

This was not because the content was lacking or that the effort from participants was insincere, but that there was never a systemic way of continuing the conversations – a process for following through on the ideas intro...

Leading-Edge Leadership December 15, 2021 Affective Leadership, Association Insights, Emotional Intelligence No comments

The days of top down “Anything” are over. The choice for everyone is evolution or extinction and those with the best ideas for improvement are closest to the customer. Those on the leading edge of of the customer interaction are the only ones who experience the disconnections. “Being There” is the key to improving care.

Whether you are a struggling start-up, heritage hierarchy or as ginormous as Google everyone deserves an opportunity to “tweak the tension”...

On-Target On-boarding December 15, 2021 Affective Leadership, Emotional Intelligence, Green Solutions, Peer Powered Performance, Training

I originally wrote this for training seasonal employees but I also believe it applies to any nonprofit attempting to on-board a new board member, volunteer or staff. I would now use a digital flash system but the purpose and approach is the same. First it is important to know for a fact that those who say they understand governance also believe they fully comprehend quantum physics. They may really know their stuff but it is better to test first and rather than regret later.

One of the most...

HR: Humane Resources December 15, 2021 Affective Leadership, Emotional Intelligence, Peer Powered Performance, Positive Deviance

Hierarchical designs created before color television

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...

Astonishing Service™ December 15, 2021 Affective Leadership, Association Insights, Customer Service, Emotional Intelligence, Keynote Keys No comments

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...