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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
PEOPLE
Coping with Performance-Review Anxiety
Annual reviews tend to stress out bosses and workers. Here are some tips for how to make the most of this career-building exercise
Wednesday, 17 January 2007
Managing the Managers
According to a new survey almost half of employees are dissatisfied with their relationship with their line manager
Wednesday, 17 January 2007
Managing the Needy Employee -- and Your Time
Many managers face it, no matter the industry or management level: the problem of how to make sure that one high-maintenance employee does not take too much time away from other duties and other employees who also need attention.
Monday, 15 January 2007
Employee Turnover And Your Business Profitability
It is interesting that for all the charts and graphs displayed at meetings that you have attended that never once have you ever seen a graph of the true and major cost of "employee turnover".
Thursday, 11 January 2007
Managing Remote Workers
As commute times grow, gas prices rise, and technology becomes faster and more reliable, workers and employers are discovering the benefits of telecommuting. It is now possible for anyone with a computer, telephone, and a desk to become a remote worker, capable of completing a day’s work in bunny slippers.
Thursday, 11 January 2007
Five Rules for Dealing with Employees who are Bringing your Company Down
There are certain problems that most managers would like to avoid. Calling angry customers, for instance. Presenting unhealthy sales numbers to higher-ups. And yes, dealing with those slow-moving, low-achieving, company-rule-breaking employees known as poor performers.
Tuesday, 09 January 2007
Proper Recognition, Rewards Get Best Results
DHL employees are recognized for reaching their first anniversary at the company and then again every five years. Employees also are rewarded for "above-and-beyond" performance and for meeting objectives developed by teams.
Friday, 05 January 2007
Research Shows Bad Managers' Effect On Workers
For workers, it's back to the job after a holiday weekend with family and friends. And for many, a new study shows, it will be under a bad boss.
Wednesday, 03 January 2007
Web to Figure More Prominently in Sizing up Applicants
Growing use of Internet search engines by hiring managers looking to gain a more complete picture of job seekers, a heavy migration of members of Generation Y seeking to live overseas, and a strong job market are among the workplace predictions for 2007.
Wednesday, 03 January 2007
New Year's Resolution--Get a Life!
When employers help staffers reach the right work-life ratio, both sides benefit.
Wednesday, 03 January 2007


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