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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
Surviving A Performance Review
Performance reviews are a good idea that a lot of workers find confusing. It makes me wonder if they sometimes do more harm than good. For one thing, people don't understand much of the so-called constructive feedback they get on goals, skills and progress, which is understandable if you've ever seen some of the feedback.
Friday, 26 October 2007
Getting the Most Out of Each Employee
What are the signs of lowered performance in your organization? To start, employees don't look busy. Individual, team or unit productivity has decreased from where it should be. Morale is down. And you sense that "things" could be better.
Wednesday, 24 October 2007
Few Workers 'Engaged' in Jobs
Only 21 percent of workers worldwide are emotionally invested in their jobs, while 38 percent are either disenchanted or disengaged, according to a new survey. The study surveyed almost 90,000 workers in 19 countries to measure their level of "engagement," or the degree to which workers connect to their company emotionally and take action to add value to its bottom line.
Wednesday, 24 October 2007
Work-Life Balance? It's Working
A growing body of research is proving what advocates of workplace quality have known for decades: that the human beings who execute the goals of business are more than just cogs in a wheel. Truly engaging them can have an almost magical effect on the bottom line.
Wednesday, 24 October 2007
Staff Monitoring: Keeping Tabs On Homeworkers
At holiday company Freedom Direct, sales staff who work from home may be out of sight, but they're certainly not out of mind. In fact, managing director Nick Jackson knows exactly what they're doing and how productive they are.
Monday, 22 October 2007
Ways To Make Compensation Creative
As stores seek innovative ways to increase sales, compensation ideas have become creative as well. And, some of your best ideas might even come from the salespeople themselves. As you evaluate some of the options available to you, here are some points to keep in mind.
Tuesday, 16 October 2007
Rewarding Workers Doesn't Have To Be Expensive
Employees are people, too. While that may appear obvious, some employers seem to treat their employees as disposable objects — easy to get, easy to discard, easy to replace.
Friday, 12 October 2007
Why You Scare Your Employer
Generation Y's working style has its older colleagues grumbling under their breath. But shifting expectations of both employees and employers means the office atmosphere has changed for good.
Wednesday, 03 October 2007
Self Awareness and the Effective Leader
Although it is probably one of the least discussed leadership competencies, self-awareness is possibly one of the most valuable. Self-awareness is being conscious of what you're good at while acknowledging what you still have yet to learn. This includes admitting when you don't have the answer and owning up to mistakes. Organizations benefit more from leaders who take responsibility for what they don't know than from leaders who pretend to know it all.
Wednesday, 03 October 2007
Finding The Secret Sauce For Employee Retention
Solution providers spend oceans of time finding " and then training -- the right people for particular job openings, and then, in an instant, they are gone. Sometimes it's a poor culture fit, other times they think they've hit the jackpot elsewhere. It's enough to make many CEOs wonder: Why do other companies seem more attractive?
Friday, 28 September 2007


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