Category "Communication"

There are 16 results found

The Customer Communication Crisis!

  Without doubt, our customers need to be the focus of our efforts. You’ll find that the word ‘customer’ appears 88 times in ISO 9001:2015. Some of the places it  appears are in the ‘General’ section, Quality Management Principles, the […]

Celebrate Your Way to Success!

People aren’t you best asset, engaged people who are excited about working in your organization are your best asset. Not only that, celebrating small wins and big wins can help meet some ISO requirements – Leadership (5.1.1 h), Customer focus […]

The Power of Recognition

You can show recognition to your folks without spending any money! Bob Nelson has some great ideas in the latest version of his book 1001 Ways to Reward Employees.  Rebecca Boyle of the Empire of America Federal Saving Bank points […]

Two Pitfalls of e-Learning…and How to Avoid Them

Ruth Clark and Richard Mayer have outlined some pitfalls of e-learning design in their book ‘e-Leaning and the Science of Instruction’ If you ever purchase e-learning, take be aware of these pitfalls to avoid buying an inferior training course: Pitfall […]

Use the 6 Step MASTER Plan for a Better Learning Experience!

In their book ‘Accelerated Learning for the 21st Century’, Colin Rose and Malcolm J. Nichol laid out their 6-step ‘MASTER Plan’ for better learning – both taking training and giving it: Motivate your mind – get excited about the information […]

Getting More Out of Your Training Dollars

Brinkerhoff and Gill in 1994 estimated that 90% of every training dollar spent was wasted. Other research supported this to a degree, but it doesn’t seem to be quite that bad according to Don Clark at NW LINK. Remember that […]

Give Me What I Want!

In 1980, The American Council of Retailers did some research on why people stopped doing business with various organizations. Here’s what they found in 1980: 64% left because they felt ignored 12% left because they were treated badly (that’s our […]

Customers: People Who Help You Beat Your Competition

This is a phrase from one of my favourite practitioners, John Seddon. He’s expressed the importance of customer satisfaction in a way that really drives it home for most people. In the 80s I was working for a retail chain […]

Communication is a Synonym for ‘Life’

This is a line from a video I used to show as a college professor back in the 80s. It has stuck with me ever since and I say it quite often. ‘Communication’ is getting harder with more distractions. Cell […]