New Employee Orientation
Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has...
Email Policies – What Your Organization Needs to Address
Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with...
Customer Service Challenges: Working at a Call Center
Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in...
Customer Service Challenges: MORE Call Center Difficulties
Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went...
Behavior-based Interviewing
A Question of Evidence: The Behavior-Based Interview It’s a fact. Some candidates shine at the interview but don’t work out...
Setting Personal Development Goals
A.I.M. for Development: Setting Personal Development Objectives that Work Are your annual reviews and development meetings as effective as they...
Fixing Performance Problems
Delivering Feedback: Fixing Performance Problems Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of...
Coaching Questions
Coaching: The Power of Questions Coaching is a large and complex subject. But at its heart lies effective questioning skills....
Setting Performance Objectives
Gaining Commitment: Setting Performance Objectives That Work Performance objectives can be as specific, agreed upon and as time-bounded as you...