Training News

  • The Benefits of Robotic Process Automation Training
    Robotic Process Automation (RPA) refers to advanced PC programming that mechanizes lead-based procedures without requiring steady human supervision.Article Author: Siva Prasad, Technical Content Contributor, People always look for ways to fulfill their requirements and deal with challenges in a simple way. With the advent of PCs, access to enormous amounts of data and lightning-fast calculations became possible with a single mouse click. But a human being was needed to create the software structure. Eventually, technological advancement will take individuals out of the equation.  The biggest benefit of automation—and machines—is that it saves labor. However, it also is used to save energy and materials to improve quality and accuracy. That brings us to Robotic Process Automation (RPA), which is leading us into another period of innovation. What Is Robotic Process Automation?  Robotic Process Automation (RPA) refers to advanced PC programming that mechanizes lead-based procedures without requiring steady human supervision. RPA utilizes… Read more »
  • It Takes a Village
    Management and Training need to work together, particularly as new generations begin to penetrate the workforce. We need to strategize together to ensure we churn out a top-notch workforce to service our customers while aligning with the company brand we have worked hard to build.Article Author: Alaine Carrello, Senior Trainer, Learning and Development, Verizon I often wonder how it can possibly benefit any professional organization when teams that should be working together end up placing blame instead. More often than not, we focus on what’s broken and point fingers instead of coming together to find a solution that would mutually benefit all involved. The problem is that those affected the most are the employees and the customers they serve. It’s about time that Training and management took ego out of the equation and worked in tandem.   I would assume we all have the same end goal when it comes to employee… Read more »
  • Convert Your Customers into Clients for Life
    Don’t take your customers for granted. Draw up a long-term strategy to ensure customer loyalty and leverage it successfully to sell other products to improve the organizational bottom line. Article Author: Prof. M.S. Rao, Ph.D. “There is only one boss. The customer. And he can fire everybody in the company, from the chairman on down simply by spending his money somewhere else.” —Sam Walton  Selling is challenging in this high-tech world where buyers are bombarded with loads of information with offers and freebies. Buyers have become choosy. Previously, it was a sellers’ market, but today it is a buyers’ market.  The traditional mindset among buyers is “selling is pushing.” With advanced technology, the aspirations and expectations of customers and clients are changing rapidly. Often, it is challenging for sellers to satisfy their buyers who demand more for less. In this regard, we will explore innovative tools and techniques to retain customers… Read more »
  • Training Top 125 Best Practice: Operating Principles Rollout at Specialist Staffing Group
    After crafting the three new pillars of principled values, the firm needed to embed them into the fabric of the 32- year-old company. In response, the global L&D team constructed a rollout plan that would ensure the participants (every employee) would understand, spend time with, and benefit from each new Operating Principle.Article Author: Edited by Lorri Freifeld Specialist Staffing Group, the U.S. division of SThree, PLC, which consists of a family of 10 niche recruitment brands focusing on STEM industries (Science, Technology, Engineering, and Mathematics), recently underwent an intense rollout of its new Operating Principles. Coming as a result of an 18-month internal audit of its former values and culture, these Principles are: 1. Build Trust 2. Care then Act  3. Be Clear then Aim High Specialist Staffing Group’s global corporate goal and purpose is to “Bring skilled people together to build the future.” This mission is underpinned by its Operating Principles, which are underpinned… Read more »
  • How Can You Earn the Loyalty of Your Colleagues and Customers?
    Excerpt from “Leading Loyalty: Cracking the Code to Customer Devotion,” by Sandy Rogers, Leena Rinne, and Shawn Moon (HarperCollins Leadership, March 2019).Article Author: Sandy Rogers, Leena Rinne, and Shawn Moon Principles rule the world. Gravity is a principle that works on us whether we like it or not. Even if we choose not to believe in it and jump off a building, we’ll still fall. In the same way, principles apply to everybody, regardless of our background, our life experience, or our beliefs. Principles also rule our relationships with people. If we ignore or violate those principles, we will fail. The Three Core Loyalty Principles for earning loyalty in any relationship are: Empathy Responsibility Generosity True loyalty is the natural consequence of principled behavior. Principled behavior awakens loyalty much more effectively than reward points or promotions. Through our research, we’ve found that customers and employees are loyal to organizations and people… Read more »
  • Positive Thinking = Profit
    Tips to stay positive in business.Article Author: Ulrich Kellerer Last year, Americans were plagued by emotional turbulence from natural disasters, tragic mass shootings, celebrity suicides, and numerous cases of gender and racial discrimination. As many entrepreneurs know, you must “exude success” to attract success in business. When you’re emotionally distressed, it’s no easy task. In fact, we’ve discovered just how many Americans are dealing with mental health issues. 2018 saw a sharp increase in suicides, as well as cases of depression and anxiety, bringing mental health awareness to the forefront of the national agenda.  Though some of these mental health issues are extreme,emotional trauma is an inevitable part of the human experience. Afterthe death of a loved one, the end of a marriage, or a job loss, it’s hard enough to survive, let alone “exude success” and run a successful business. So how can an entrepreneur, who’s put everything they own… Read more »
  • The 8 Steps of Highly Engaged Management
    Radically changing your management style, especially if you’ve been very hands-off as a manager until now, requires commitment and dedication in the long term. But the results will be worth it.Article Author: Bruce Tulgan, Founder and CEO, RainmakerThinking, Inc. Too many leaders, managers, and supervisors today fail to lead, manage, and supervise. That doesn’t mean the majority of managers simply don’t want to do their jobs—most managers want to be great, highly engaged leaders. But the majority of employers don’t spend enough time training their managers in the fundamental basics of strong, highly engaged management. There are eight simple steps any manager can take to get on the right track. Of course, simple does not mean easy. Radically changing your management style, especially if you’ve been very hands-off as a manager until now, requires commitment and dedication in the long term. It will be a lot of hard work, especially at first, but… Read more »
  • Do Employees Really Want to Be Challenged?
    Author: By Margery Weinstein I was thinking about corporate culture last week because I’m currently in a great culture—not because I have bosses who are especially sensitive or interested in my development, but because every Friday a movie that recently appeared in a movie house is shown on a wall-length screen in our employee lounge area, and we get an unlimited amount of gourmet coffee from our own coffee bar, staffed by a professional barista. I’m not kidding! At one time, I would have just been excited to have an employee lounge area, let alone movies on Fridays and all the gourmet coffee I could want. Is this exciting level of indulgence “corporate culture,” or is it something else? I researched it, and found “The 2019 Digest of the Most Valuable Company Culture Statistics,” written by Jeff Previte. An array of statistics are covered about the employee experience, and what a modern-day workforce… Read more »
  • 4 Steps for Achieving Gender Parity
    Four years ago, at BTS, we implemented a data-driven hiring strategy. We prioritized evaluating candidates using observable behaviors that both the role and culture require. Article Author: Jessica Parisi, President and CEO, BTS USA In a world where women are handily outpacing men in college attendance—women made up 56 percent of college students in 2018—how is it possible that gender parity is inaccessible for many of the world’s top companies? Today, the 3,000 largest U.S. public companies aren’t projected to achieve gender parity until 2048. Research proves that businesses with more diversity perform better, with higher returns on equity (10 percent), better operating results (48 percent), and stronger stock price appreciation (70 percent). So why aren’t companies employing equal numbers of men and women, especially if it’s better for their business?  Through our work at some of the world’s top organizations over the last 25 years, we’ve uncovered surprising insights as to why diversity… Read more »
  • How the Green New Deal Highlights the Need for Smart Staff Scheduling Technology
    The federal jobs guarantee as a means to end unemployment is a significant portion of the proposal, with the potential to completely shift how organizations manage their employees.Article Author: Chris Amani, CEO, Humanity In an effort to finally achieve a carbon-neutral future, the newly proposed Green New Deal (GND) outlines two goals:  1. To achieve 100 percent renewable electricity within 10 years  2. To create family sustaining employment nationwide While the environmental factors of the GND are widely known and debated, the federal jobs guarantee as a means to end unemployment is another significant portion of the proposal, with the potential to completely shift how organizations manage their employees.  With a promise to create up to 20 million new jobs in industries including sustainable energy, transportation, agriculture, clean manufacturing, and public services, many of the new jobs introduced by the GND would be hourly based. According to the Bureau of Labor Statistics, however, service-providing sectors are… Read more »
  • 5 Technologies that Will Disrupt Customer Service Training
    Technologies such as virtual reality, speech analysis, artificial intelligence, big data, and chatbots are changing the norms of the customer service industry.Article Author: Rameez Ramzan, Senior Digital Marketing Executive, Cubix After one negative experience, 51 percent of customers will never do business with that company again, according to a survey conducted by Newvoicemedia. This sums up how important customer service is for an organization.  While employees are trained to provide compelling customer service, technologies such as virtual reality, speech analysis, artificial intelligence, big data, and chatbots are on the verge of disrupting the customer service industry.  Let’s look at some of these pioneering technologies that are changing the norms of the customer service industry. Virtual Reality (VR) If the predictions from Goldman Sachs are to be believed, the growth of VR education will reach $700 million by 2025. VR already is among one of the hottest trends in the tech industry,… Read more »
  • The STREAM Framework for Enabling and Achieving Sustainable HR Agility
    It is becoming increasingly critical for leaders of progressive organizations to enable/facilitate the HR function to respond more quickly and effectively to changing employee expectations, workplace disruptions, and business requirements to stay on par with/ahead of competitors.Article Author: Murad S. Mirza The Human Resources (HR) function has been habitually criticized for being sluggish and pedantic in terms of its role within the organizational realm. Frustrations abound among disgruntled/dissatisfied employees who see the HR function as the enforcer of leadership’s mandates while being unable/incapable/hapless in alleviating their concerns. The internal discontent/rumblings are routinely amplified through the corporate grapevine, and even positives steps from the leadership are viewed with suspicion. Examples are frequently given in casual conversations about the capabilities of HR functions of other organizations in placating all the key stakeholders and galvanizing initiatives for organizational excellence. Such a “grass is greener on the other side” mindset often erodes morale within the… Read more »
  • Training Top 125 Best Practice: Building an Accountability Ecosystem at Rollins, LLC
    This multi-pronged attack aimed at promoting safe driving practices included deploying an e-learning curriculum, teaching managers how to conduct driving audits and coach accordingly, and leveraging GPS/telematics installed in fleet vehicles.Article Author: Edited by Lorri Freifeld Safety is Rollins LLC’s first priority. The pest control company focuses on keeping its employees safe while working, and keeping them aware of the hazards that exist in the numerous environments where they service customers.  One of the major safety challenges Rollins employees face every day is driving to customers’ homes and businesses. With a fleet of nearly 10,000 employees driving 218 million miles each year, eliminating driving distractions and improving driving skills is vital. In 2017, Rollins Learning worked with the IT, Risk Management, and Safety departments to create an accountability ecosystem that promotes safer driving practices. This multi-pronged attack included deploying an e-learning curriculum, teaching managers how to conduct driving audits and coach… Read more »
  • How Leaders Can Harness Untapped Potential
    Leaders can amplify their organization’s power through agile leadership, a refined process to accelerate implementation, and tapping into employee potential to innovate.Article Author: Tabitha (Crawford) Scott, CEM, CDSM, CEO, Cole Scott Group Let’s face it, even the most successful companies can become stale. From the first trillion-dollar company, Apple, all the way down to the smallest of businesses, finding ways to stay relevant requires a lot of energy and effort. Fortunately, untapped energy potential lies in every organization that can amplify productivity and engage employees. Leaders can amplify their organization’s power by deploying the following three strategies: Agile leadership, to respond quickly and decisively to each variation A refined process, to accelerate implementation Power from employee potential to innovate 1. Agile Leadership—Variation Is the Norm, Not the Exception Driving is completely different at 100 miles an hour. The finish line is clear, but targets change instantaneously, based on variables such as… Read more »
  • Is Your Workplace Devoid of Emotion?
    Author: By Margery Weinstein A headline from Fast Company, “These are the most common roots of workplace drama,” caught my attention. It spurred me to wonder whether a little drama can be welcome. Hysteria, with shouting and angst, isn’t a good thing, but neither is a complete lack of emotion. There’s a nice man who works at my office who I call (to myself) Mr. Conveyer Belts. He has a bouncy, forever-even-tempered way of bounding through the office—not too fast, not too slow—that reminds me of a well-modulated device being push along a conveyer belt. Like clockwork, he even takes his lunch at the exact same time every day. While I can get irritable, and pound the desk with my fist and swear out loud (to no one in particular usually, except, maybe, a malfunctioning computer), he never loses his cool. Could that be because there’s nothing to lose in that there’s no… Read more »
  • The Workplace Jellyfish
    A workplace jellyfish is a person who doesn’t explicitly say anything too harmful, but has a way of insulting you, without you even knowing. This is a form of bullying and has no place in the workplace.Article Author: Kevin James Saunders, Trainer, Oculus Training Group Don’t you love walking into the office, settling in to start your day, and thinking, “This is going to be a great one”? There was no traffic on your way into work, your coffee order was just right, and the kids were out the door with no major tantrums. What a day! Then you see who is coming your way, and you sigh inwardly. Oh no, it is the “jellyfish.” What is a jellyfish you might ask? It is that person who doesn’t explicitly say anything too harmful, but has a way of insulting you, without you even knowing. “You are looking good, John. That weight… Read more »
  • How Onboarding Should Work
    Excerpt from “People Processes: How Your People Can Be Your Organization’s Competitive Advantage” by Rhamy Alejeal (Lioncrest Publishing, 2018).Article Author: Rhamy Alejeal Onboarding, at its most basic, is the gathering and auditing of new employee information. But it should be so much more. Besides gathering data, onboarding is your chance to introduce your company’s mission, culture, and values to your new hire. This step is not to be overlooked; in fact, outside of gathering basic information, the No. 1 purpose of onboarding should be to acclimate your new employee to your company’s why and engage them so they remain excited to work for you. Yet so many companies overcomplicate onboarding, thereby creating knowledge gaps for HR and missing the chance to make employees feel welcome from day one. Done poorly, onboarding negatively affects your employee and your organization. The process itself should be automated, repeatable, compliant, and scalable. To accomplish this effectively, you… Read more »
  • Mastering Work and Resource Management Through the Eyes of Top Lean Performers
    Lean lets users see the big picture of their projects by analyzing every little step along the way. It’s meant to be visual, using tools that allow team members to easily see the steps in the workflow process.Article Author: Jon Terry, Chief Evangelist, Lean-Agile Strategy, Planview Engineering teams across all types of organizations know and understand the importance of efficiency, of working smarter and faster. Unfortunately, the day-to-day demand of project management and troubleshooting often can lead teams to overlook taking time to improve the critical component of work and resource management. Dedicating the necessary resources to accomplishing a more streamlined process isn’t always in the cards, though we all know it should be. We need a better way for our engineering teams to consider work and resource management as they manage their day-to-day tasks. We need a way that can be applied passively, that shapes our teams to think of efficiency first.… Read more »
  • How to Deliver that “Wow” Factor Every Time
    5 things every company should be focused on to create customer loyalty.Article Author: Shaun Belding, CEO, The Belding Group of Companies There is no question that technology has been the revolutionary force transforming the business world over the last 15 years. Processes that used to take days or weeks now consume only seconds. Customer experiences have become streamlined as a result of automation and self-serve options. Big Data, from purchase patterns and the now ubiquitous customer feedback mechanisms, provide almost real-time insights into customer satisfaction. The transformation continues with the rapidly growing adoption of artificial intelligence (AI). But (there’s always a but...) all these advances have come at a price: customer loyalty and the “wow” factor. The Digital Wall The inexorable progression of technology also is creating a digital wall—an ever-increasing distance between organizations and customers. The human element is diminishing, creating an equally diminishing sense of connection. Customers are feeling… Read more »
  • Training Top 125 Best Practice: Managing People and Processes at PPL Electric Utilities
    In 2017, Level 1 and 3 feedback led to a redesign that involved merging Managing People and Processes (MPP) training with one of PPL’s culture programs—Coaching and Accountability—to align their language and eliminate redundancy.Article Author: Edited by Lorri Freifeld PPL Electric Utilities’ Managing People and Processes (MPP) training is a long-standing, successful program focused on leadership ideals taught to supervisors and new managers.  In 2017, Level 1 and 3 feedback led to a redesign that involved merging MPP with one of PPL’s culture programs—Coaching and Accountability—to align their language and eliminate redundancy. The program has become crucial in enhancing the constructive culture at PPL. Program Details MPP is multiphase and interactive, and includes 360-degree feedback on the specific skills and behaviors targeted. Learners receive application assignments to practice what they have learned and meet in learning groups outside of formal training. Each person shares his or her success and challenges at… Read more »