All Posts by Training & Development Category

Training & Development

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The Power of Personalization

Personalization and differentiated service experiences create loyalty.

If you want to create customers for life, one of the important components to loyalty is ensuring that each and every interaction is fast, friendly, hassle free and personalized!

VALUE

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Do You Want To Feel Like A Cow Being Herded Through A Turnstile?

Do you want to feel like a number–or like a cow being herded through a turnstile? Neither do your customers.

HERD

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How to Get Smarter

"You're Telling Me I Can Develop My Intelligence?  Like a Muscle?  I Don't Believe It."  

Learning jointI'd have thought by now that most people would understand that you can grow your intelligence.  But no, the notion is still a shock to the system.  As one acquaintance put it succinctly:  "That can't possibly be true." He got riled up about it, but I suspect that's merely a bit stronger than what 99% of the adult population believes.  In fact, check it out (or check yourself out).  Most people still believe that a person is born smart, average or dumb--and stays that way for life.

Research over the past twenty years has shown beyond a doubt that the brain is more like a muscle.  It gets stronger, a lot stronger, when you learn--and keep learning.  Use it or lose it.

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Build trust, embrace networks, manage complexity

Hierarchies

A new model for work is required. Hierarchies, simple branching networks, are obsolete. They work well when information flows mostly in one direction: down. Hierarchies are good for command and control. They are handy to get things done in small groups. But hierarchies are rather useless to create, innovate, or change.

We have known for quite a while that hierarchies are ineffective when things get complex. For example, matrix management was an attempt to address the weakness of organizational silos resulting from simple, branching hierarchies. In matrix management people have more than one reporting line and often work across business units. However, the performance management system and job structure usually remain intact so that it adds more complication, rather than increased effectiveness.

Any hierarchy, even one wrapped in matrices, becomes an immovable beast as soon as it is created. The only way to change a hierarchical organization is to create a new hierarchy. This is why reorganization is so popular; and so ineffective. Most organizations still deal with complexity through reorganization. Just think of the last time a new CEO came in to ...
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Five Essential Videos for Seeing the Big Picture

Today, my guest blogger, Benjamin Grant, is sharing his five essential videos for seeing the big picture. Benjamin is the founder and curator of Daily Overview, a website that publishes a singular image each day with the purpose of changing the way we think about our planet, and our place in it.  As Benjamin points out on Daily Overview, “From our line of sight on the earth’s surface, it’s impossible to fully appreciate the beauty and intricacy of the things we’ve constructed, the sheer complexity of the systems we’ve developed, or the devastating impact that we’ve had on our planet. We believe that beholding these forces as they shape our Earth is necessary to make progress in understanding who we are as a species, and what is needed to sustain a safe and healthy planet.”

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Jack be Quick Jack be Nimble

A month ago, many of us were glued to the tube watching the finals of the World Cup from Brazil. It gave us an insight into how in order to win, the players had to be quick and nimble. Every second of the game, the players had to be alert to what was happening on the field. The goalie had to forecast the moves that were required in order to meet the incoming ball to keep out of the net. The player on the field had to judge when was the right moment to kick the ball or to head it. All of these actions require one to be quick and nimble. This applies equally to the business world.

Our managers are faced with the same kind of strategic decisions that the World Cup players are confronted with. We find that as circumstances change we are required to respond quickly and nimbly to the events.  We are required to constantly respond to the demands of our clients. We need to be able to respond on a spin of a dime as the needs arise. So the challenge before management today is how do we become that quick and nimble executive that the global workforce expects and even more important demands. What do we need to do to be that agile executive?

David Steinberg, the CEO of XL Marketing, stated, ...

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Choose Rouge At Your Own Peril

Air Canada Rouge is not a competent airline. Here is a list of reasons every customer should be wary:
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Gap between Millennial Employee Viewpoints and Employer Expectations

 

For any organization to operate efficiently, there must be complete coordination between all layers of staff and management. Only when there is complete communication can you expect an organization to operate smoothly. All gaps must be bridged, and all terms must be understood well by all. When running an organization, terms, definitions as well as all targets and expectations must be crystal clear to employers and employees. However, in recent years, employers and employees seem to have drastically different views on crucial areas, which lead to much distress and turmoil for companies.

Millennials are known for having opinions that are quite different to those of their employers. Indeed, the differences are so vast that you might wonder how they could ever be reconciled. For example, 86% of Millennials see themselves as hardworking indivdiauals, while only 11% of their employers agree with this. Also, 82% of Millennials believe that they are loyal to their employers, but only 1% of employers believe that this is true.

What Can Be Done to Narrow the Perception Gap between Employers and Millennials?

 

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Two Magic Words – Thank You!

Thanking works because it expresses one of our most basic emotions: gratitude. Not an abstraction, gratitude is a genuine emotion. It cannot be exacted or forced. You either feel it or you don’t. Yet, when someone does something nice for you, they expect gratitude and they think less of you for withholding it. Think about the last time you gave someone a gift. If they didn’t say thank you, how did you feel about them? Great person? Or ungrateful S.O.B.?

When someone gives you a gift, you wouldn’t say, “Stinky gift!” “Bad gift!” or “I already have this stupid gift!” (Unless you are a real jerk.) You would say, “Thank you.” If you can use the gift, use it. If you don’t want to use it, put it in the closet and “let it go.”

Watch the video blog and read the accompanying written blog below.
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It Really Is Not A Carry On If You’re Stuck On Air Canada

So me, my business colleague and another abused Air Canada passenger are waiting in baggage claim as every other passenger on our flight leaves with their checked baggage.

The three of us are talking about how this has never happened to us before.

The only reason I was on this horrible airline is because they have a direct flight from San Diego to Toronto.

A direct flight is supposed to mean no hassles, no inconveniences and no wait time.

Not on Air Canada Rouge.