Passionate Interaction: Key to Effective Training As a way of introducing myself to the Training and Development world, IR17;ve included the bio below. While a variety of skill sets take us in many directions, my strength has been as a passionate communicator. I apply my social psychology background and my verbal skills to my “day” …

Last week GlaxoSmithKline settled a claim with the US Justice Department for $750 million. However, what really made the news was that whistleblower Cheryl Eckard stood to receive $96 million for her efforts. The concern, as raised in todayR17;s Wall Street Journal, is that with such a potential goldmine on the back end, potential whistleblowers …

Many of my coaching clients have me help them with overwhelm. They have too much to do and not enough time to do it all. Balancing work, family and other obligations stresses them out. They feel like they are always rushing. Does this sound like you? I came across a helpful article regarding this by …

In my last post (October 13) in the Management Library's leadership blog (managementhelp.org/blogs/leadership), I offered history and some detail on the Five Core Strategies of Appreciative Leadership. Today, instead, I’ll share some of the practices of Appreciative Leadership.

Are you learning new shots or skills every single day? Jack Nicklaus was asked if there are really talented golfers who never make it. “Oh, hundreds of them”, he replied. “A lot of people out there are more talented than I am and yet, through the years, I’ve passed them by. That’s because I never …

IR17;m currently doing research for a book on reward and recognition in call centres – whatR17;s new, some fresh ideas, what motivates reps these days, etc and preliminary results show that 100% of the companies surveyed so far have some type of program. I thought it might be interesting to share some preliminary results with …

There are many types of issues facing businesses, but what counts as a true crisis? ItR17;s not always immediately apparent when your organization is in the initial stages of a crisis. To this effect, I am pleased to bring you a guest blog submission by Michael Nayor, founder and CEO of crisis consulting firm The …

Call centers are now a mainstream tool for providing customer service to a very large audience. As a co-host of the Customer Service blog, IR17;m going to share some useful ideas about how to maximize the performance of your call centers. So what can I tell you about it? I hope to be able to …

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How poor preparation led to a reputation-damaging viral video. Swedish automaker Volvo is under fire this week after demonstrations of their much-hyped safety systems backfired several times in front of a crowd of journalists. Compounding the issue is the response from the Volvo spokesperson, who violated Crisis Management 101 rules big time with his response …