by Rebecca Morgan | Apr 19, 2010 | Management Training
One of a trainer’s biggest challenges is to ensure trainees actually integrate the new skills into their daily practices. If the trainer and the learner are in the same department, it’s easier, as the instructor can watch the learner perform the new skills...
by Rebecca Morgan | Apr 7, 2010 | Developing People, Management Training
In preparation for my June 10 webinar for Citrix’s members on “Service Excellence with Sales and Client Relations” they asked me to write a piece for their blog, “Workshifting,” about working remotely. I wrote my first book, Professional...
by Rebecca Morgan | Apr 4, 2010 | Management Training
How we live our lives builds up a store of goodwill from those with whom we interact. Or not. It depends on how our interactions leave the other feeling afterwards. I call this goodwill “deposits to the Bank of Grace.” Every time you do (or say) something...
by Rebecca Morgan | Mar 28, 2010 | Customer Service, Developing People
Every once in a while I come across customer service providers who “get it” — they do something that sets them apart by doing something a little extra. Read what the Trader Joe’s cashier, Sofitel housekeeper and Brazilian Burger King did to...
by Rebecca Morgan | Mar 27, 2010 | Developing People, Management Training
After sitting in a particularly uncomfortable 3-day training full of manipulative techniques and antiquated presentation methodologies, I was prompted to create a list of these to share with my professional speaker/trainer colleagues. Even though you may not be an...
