Although training specialists and scholars acknowledge that having an evaluation/examination system is an essential part of the training process, there is much debate on what should be included in the evaluation model. An effective evaluation system or examination format should be: Reliable: Marking, measurements and evaluations are conducted by an industry expert under the same […]
Every great service organization aims to train associates to develop magic, or as we call it in the hospitality language “WOW” service. Service oriented organizations that are constantly growing, evolving and succeeding are focused not only on the customer service per se, but in creating a culture where associates deliver consistently “wow” service. They realize […]
The difference in behavior between the way an employee treats the customer and an employee interacts with team members can be vastly different. They may display the utmost courtesy in customer service, the friendliness you wish for, the radiating and beautiful smile, the “Yes I Can” attitude, and so on… only to later step out […]
I scanned the calendar. Project deadlines, customer deliverables and internal meetings were vying for space and time. Somewhere in the noise of day-to-day work was a block of three days for training, looming in the very near distance. Three days! Who has three days to sit around in a training room? I don’t even have […]
How often do you sit with someone and you hear them talking but you’re not really listening. Not only words are wasted, but so is time. Why? Answer: It’s most likely because of lack of personalization and customization! The trend for creating a competitive advantage and a differentiation strategy in the market has been lately […]
In 1998 Lars Kolind was appointed the new CEO of Oticon, a hearing care company based in Denmark. At that time Oticon was struggling in the market, paying back for the strategical mistakes they had made in the 1980s. After managing financial problems, in 1991 Kolind changed the company by designing and implementing the so-called […]
At the onset of my “Leadership Challenge” workshops, I usually ask my group this question: tell me about someone you met who has had a lot of influence in your life? The delegates immediately remember particular people they have lived with, worked with or learned from. According to a survey by Jim Kouzes and Barry […]
As part of a weekend retreat organized by the Rotary clubs of Lebanon, I once delivered an introductory session on public speaking to a highly energetic crowd of university students. The session took place in a hotel ballroom in the picturesque town of Ehden, it was packed with more than 130 attendees and half of […]
Setting up goals is essential when we want to act with purpose. Often our identity is based on our goals and achievements, so when we talk to people and describe ourselves we talk about us in terms of what we do: I am a manager, I am a business owner, I am a teacher or […]
It is strongly believed that soft skills trainers must have agreed upon methods of conducting training sessions as well as presentation skills that add another precious significance to the training effectiveness, and of course they must monitor the learners’/trainees’ performance, especially when they return back to their work stations. This is called the “Training/Teaching Pedagogy” […]
