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How e-learning can reduce costs and improve staff performance

With the current state of the Nigerian economy, cost savings are a major concern for directors, managers, and business owners. One of the major ways to reduce cost is by reducing the escalating costs associated with traditional training, without giving up training completely.

The cost associated with the traditional training sessions can be extremely high compared to the cost associated with having the same information online and giving staff members access via the Internet. (more…)

Understanding the service concept

Good service creates customer satisfaction. Excellent service creates customer loyalty. Hence, by building service excellence into your organization, customer loyalty is increased which in turn results to profitable and sustainable business growth.

Implementing an effective service strategy with a focus on retaining customers has proven to be more effective at increasing sales and profit, than mere marketing campaigns, promotions or advertising. Thus there is a strong correlation between service delivery and profit with research showing that a 5% increase in customer service can result in a 25% increase in profit. (more…)

Professional certification is good but …

Professional certification is a process in which a person proves that he or she has the knowledge, experience, and skills to perform a specific job. The proof comes in the form of a certificate earned by passing an accredited exam that reflects prescribed standards for the particular industry involved.

So certification in itself is good. Ideally, the process of certification should equip professionals with the requisite skills. The question now is why do we find many certified professionals who are incompetent – lacking even the theoretical principles? (more…)

The inadequacy of hard skills

To do your work, you typically need hard skills. For example, Dentists need to know how to fill cavities, Computer Programmers need to be able to write functional codes, and Accountants need to be certified.

However, beyond the hard skills, which dentist 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 numbered mouths?

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?

Likewise, think about accountants. The one who has a great work ethic, listens actively, and encourages his colleagues is the one who will, most likely, excel in his position and organization.

In these situations, and all the others like them, it’s the soft skills that matter. Soft skills are personal attributes that enable you to interact effectively and harmoniously with other people. Examples include your communication skills, attitude, business etiquette, work ethic,   emotional intelligence, ability to handle crises, and even the way you carry yourself. (more…)