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 absence Providing 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...] about Giving and Checking Job References
Gamification in Leading and Development Gamification, 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...] about Gamification in leadership and development
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...] about Best Practices are dead. Adopting Promising Practices
Training takes a large slice of of most companies compliance budgets, anything from a quarter to a half. So is it effective?  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...] about Does your training really make an ethical difference?
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 over the … [Read more...] about Why front line customer service training fails to deliver
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...] about Very good to excellent – or why most customer service training fails
Recency Effect in Learning When we talk about the Primacy Effect and the Recency Effect, we are talking about the theory and application of the following: “. . . the Primacy Effect . . . you remember some things at the beginning of a list because it occurred first. There is the beginning, a long middle that blurs together, and now it is the end.” (8) The Primacy Effect is the beginning. You remember it because that is where you started. The Recency Effect is the finish. You remember the end the … [Read more...] about Primacy and Recency Effects in Learning
Small businesses often find it difficult to get the cash they need to grow their business. But is there a secret source? Banks are making it more and more difficult. Governments and local authorities seem set on increasing red tape. Year on year this seems to get harder. All we want to do is earn a living, make some money and often to add value to our communities. Free money? Ok, maybe not free, but often unexpected. All too often we as businesses get tax rebates. We get these tax refunds … [Read more...] about Free money to expand your small business? Tax refunds
Performance Management Feedback Models In performance management providing feedback is critical for improving performance. Feedback models help new managers and team leaders to develop their feedback skills. There are several different frameworks which can help guide managers and leaders. COBS feedback model – or CORBS to be precise. Principles of CORBS feedback model: Clear statement – give clear and concise information. Owned by the person speaking - your own perception, not … [Read more...] about COBS or CORBS Feedback Model for Performance Management
Can we really learn leadership lessons from twitter? I believe so, and have spent the last 5 years learning a lot from twitter, but today it hit home that one of the hidden skills that can be learnt is the black art of delegation. Yes you read that correctly... delegation. How? Let me start with my short journey to this conclusion today. As many of you will know, in June I ceased being an active consultant with RapidBI and have taken a full time project role with a major global logistics … [Read more...] about Lessons in delegation for leaders from using twitter, a form of collaboration
One of the most used words in business articles, journals and professional social media networks is the desire to develop "collaborative" environments and cultures. But what is it? If you web search for images for "collaboration", you will get lots on teamwork. so is collaboration just another word for teamwork? I for one don't. I believe that teamwork contributes to a short term goal, but collaboration is more "strategic" and long term in nature. Let's look at some common … [Read more...] about Collaboration in business what is it how is it different from Teamwork?
According to wikipedia phishing is defined as: Phishing (/ˈfiSHiNG/) is the act of attempting to acquire information such as usernames, passwords, and credit card details (and sometimes, indirectly, money) by masquerading as a trustworthy entity in an electronic communication Today I had an interesting email, it purported to be a comment waiting to be approved on this blog. I was about to click and approve when I saw the link. The content at first glance looks ok, but spend … [Read more...] about Who are you phishing with? #staysafeonline
Succession Planning or Contingency Planning is one of those things that is often talked about, but often considered too complex for many smaller businesses to understand - or even justify the perceived cost of undertaking such activity. And yes to those in the know, Succession Planning can be one of the most important human resource functions to sustaining business performance. What is Succession Planning? The CIPD define Succession Planning as: as a process for identifying and developing … [Read more...] about Succession Planning or Contingency Planning
Internal Communications Plans Just how do we start to write an internal communications plan and communications strategy? Increasingly Human Resources (HR) or Organizational Development (OD) teams are being asked to drive and deliver internal communications, but what is an internal communications plan and how do you go about writing and applying one? Why have an internal communications plan? First we need to understand why it is important to have an internal communications plan. … [Read more...] about How to write an internal communications plan and strategy
A brief history of the SWOT Analysis Model. You may be surprised to learn that it started out being called a SOFT Analysis. Let's follow the journey. In recent years I have become rather obsessed with the origins and the history of the SWOT analysis model, along with PESTLE & SMART. As the months have gone on I have identified much of the History of the SWOT analysis and found may sites which appear to have credible sources – however when one ‘delves deeper’ often the data is clouded, … [Read more...] about History of the SWOT Analysis (brief) [Originally SOFT Analysis]
This is a holding page for f2p This page is under construction … [Read more...] about f2p