“One size fits all” – using the same leadership style in every situation and for everyone in a team. This should be avoided because at any point in a team, individuals are at different developmental levels. Hence managers should vary their style of leadership based on each individual’s developmental level. This approach, developed by Paul Hersey and Ken Blanchard, is known as situational leadership.(more…)
When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed.(more…)
Employees have different learning styles. There will always be ones that understand a concept quicker and ones that need more time, ones that skim and ones that scan, ones that are night owls and those that are early birds. At the core of these styles is pace. Very important and so is its control.(more…)
Reasons. If you could put in one word what makes employee training pay off, that would be the word. As humans, if we have enough reasons we could do the most incredible things.
Tell a child that if they do well in school, you’d buy them a bicycle, you will see their commitment and performance soar. Explain to a young accountant the opportunities that will come their way if they become chartered, they will put in extra effort in preparation to pass the requisite exams.
When it comes to employee training, the case is not different. Give employees enough reasons, they will take the training seriously and excel in learning and application. (more…)
To do their work, employees typically need hard skills. For example, Customer Service Officers need to know how to solve customers’ problems, Computer Programmers need to be able to write functional codes, and Accountants need to be able keep and inspect financial records.
However, beyond the hard skills, which customer service officer do you go to? The one who is pleasant and takes time to answer your questions; or the one who treats you like a number in a long line of customers?
Which programmer do you retain when the economy is down? The one whose attitude is positive and upbeat, and who is always willing to help; or the one who is inflexible and has a hard time admitting mistakes? (more…)