Fun Friday – weekly office cartoon #263 #ff

Fun Friday – weekly office cartoon #262 #ff

Some office fun for a Friday Office Cartoon 263And when you're done thinking outside the box, remember to put the box in the proper recycling bin! If you like our Fun Friday office cartoon please share with your colleagues or social network. … [Read more...]

Is training the solution? Performance Analysis Quadrant (PAQ) tool

Is training the solution? The performance analysis quadrant tool

When the performance of an individual or team is being questioned, often the first solution tried is training. But is this right? Does the approach of "train them to get better performance" hold up? Or has it been this approach which has caused the value of training to diminish in the eyes of many in business?One tool which can help us identify the appropriate solution is known as the Performance Analysis Quadrant. This should be a standard tool in the toolbox of every organizational … [Read more...]

Giving and Checking Job References

micro managers references

On one of the Human Resources (HR) groups I participate in online a recent question was asked: What are your views on giving job references? HR managers gave a number of comments around the difference between factual information:Job title Start & finish dates Hours worked Number or volume of sickness absenceProviding free text information on job references Many job reference requests ask for comments about attitude, performance etc. some ask referees to grade people on … [Read more...]

Fun Friday – weekly office cartoon #261 #ff

Fun Friday – weekly office cartoon #261 #ff

Some office fun for a Friday Office Cartoon 261We make better apologies and excuses than any other company in our industry and I'm proud of that! If you like our Fun Friday office cartoon please share with your colleagues or social network. … [Read more...]

Gamification in leadership and development

gamification in business

Gamification in Leading and DevelopmentGamification, the framing of an activity like a game to make it more motivating is not a new concept. The concept of gaming has been around for years – credit card companies and airline reward programs for example. (1)Gamification is not literally a game, but using game mechanics and thinking to create a game-like experience. (4) The most basic characteristics of gamification in action are: (9)Simple, recognizable cues for the next … [Read more...]

Best Practices are dead. Adopting Promising Practices

best practice

Think about it just for a moment - what is a best practice?Many best practices come as universal and standardized practices maybe within a specific industry as for example PRINCE2, MSP, PMBOK and in other fields TQM, JIT, BPR, CSR, 360, or all the best practices connected to the -ing words - as for example downsizing, outsourcing, insourcing, offshoring, benchmarking, partnering. Now think about a best practice that you are considering to adopt, one that you are adopting and implementing or … [Read more...]

Does your training really make an ethical difference?

Ethics and decisions in leadership and training

Training takes a large slice of of most companies compliance budgets, anything from a quarter to a half. So is it effective? [1]Measuring training effectiveness remains a weakness of many L&D programmes and compliance and ethical training seems no different.  However, the escalating cost of compliance work is worrying senior managers. Many see the present situation as a black hole into which resources keep being relentless absorbed.To make more sense of training for compliance it is … [Read more...]

Fun Friday – weekly office cartoon #260 #ff

Fun Friday office RapidBI-Cartoon (260)

Some Fun for a Friday Office Cartoon 260I guess things have been kind of stressful at the office. Tomorrow is bring your therapist to work day. If you like our Fun Friday office cartoon please share with your colleagues or social network. … [Read more...]

Why front line customer service training fails to deliver

Front line customer service training

Cost effective customer service training Customer service training provision is often preceded by a lot of change in organizations. It’s a common situation. You have introduced a new IT system to streamline your operations. You have restructured to be as cost efficient as possible. You have implemented LEAN or other process based efficiency analysis strategies. Next step... customer service training. Many of us have seen the reduction of structured and strategic training decline … [Read more...]

Very good to excellent – or why most customer service training fails

Customer service training

When it comes to customer service training, or anyone else for that matter, many people in operations and HR make a fatal mistake. They believe people “need fixing”. Over the last 10 years many organisations have reduced the level of structured training they provide. This drop in activity coincided for the majority with the financial crisis of 2007–08. Businesses looked at their costs, and due to the way much customer service training was delivered at the time and justified, it was an easy … [Read more...]