Author: Anonymous
Source: free-articles
FindLearning.com
888-644-2111
info@findlearning.com
FOR IMMEDIATE RELEASE
FindLearning.com Gives Companies a New Way to Control Training Costs
Livingston,, quality control, NJ, May 21, 2004 -- FindLearning.com today has launched a new service, quality control, to making it easier for companies to track the spending going on across their organizations, and subsequently,, quality control, control their training costs.
According to Training Magazine's Industry Report, 40% of all training purchases take place outside of central HR and training departments. They are sourced by business managers, IT managers and individual employees. This training spend is incredibly hard for HR and training directors to control, manage or even track.
In order to help HR and training directors get a handle on the distributed sourcing going on in their organizations, FindLearning is offering companies the ability to get a private version of FindLearning's procurement service. This custom service can be integrated seamlessly into a company's intranet or corporate university.
Leveraging its Lotus Domino infrastructure and the configurable design of its service, FindLearning can create a custom version of its service within a few hours. The new custom service is hosted by FindLearning to let companies avoid any major technology integration projects. All that is need is a link to the new service from the company's intranet or corporate university.
The custom FindLearning service gives companies a standard process that can be communicated to all employees for their use in sourcing learning solutions. Central HR or training, quality control, departments then have a way to track, control and begin reducing the costs of the distributed learning spend taking place across their organization.
Among the features that can be configured as part of the customized FindLearning service are:
Branded interface with the company's logo and color scheme to reflect the "look & feel" of their website. The service can be a seamless part of their intranet or corporate university.
Customized learning request forms to reflect the specific needs of their company, including department expense codes.
Approval processes to support the manager or corporate level sign off desired in sourcing and scheduling processes.
On-line Reports to meet specific needs for, quality control, centrally monitoring and tracking company-wide learning requests, transaction history and learning expenses.
On-line, quality control, Course Catalog to include courses, quality control, that have been strategically sourced, or courses that central HR wants gauge the level of interest in. Employees can sign up for scheduled courses or express interest in unscheduled courses. Authorized managers can request the scheduling additional course events.
Hosted by FindLearning so all you need is a link added to your intranet. There is no need any complicated technology projects.
HR and training directors can use the service to deploy a standard sourcing process across their organization. Once business managers, IT managers and staff across the company are aware of the new, quality control, process, requests submitted through the service are processed accordingly to rules applied to determine if they should be immediately sourced, put through an approval process, or held in queue until similar demand is identified elsewhere in the organization. Once an organization has a better handle on all its training spend, it can more easily determine how to more effectively source its learning needs.
About FindLearning
Information about FindLearning's custom service can be found at http://www.findlearning.com/learn/ls.nsf/menus/cs. FindLearning helps companies source learning solutions for classroom training or e-learning through its network of over 150 qualified training providers. Companies can save the time they typically spend searching for vendors, receiving sales e-mails and calls, attempting sales meeting and qualifying vendors. Companies can reduce their training costs as well by comparing competitive proposals from multiple training, quality control, providers. The learning marketplace contains a large base of highly fragmented vendors of varying size each, quality control, offering different types and quality of learning solutions. FindLearning helps companies navigate this complex landscape quickly and easily., quality control,
For learning solution vendors, FindLearning offers an additional marketing channel to find new training opportunities. FindLearning helps vendors learn about new training opportunites form both centralized HR and training professionals,, quality control, and business and IT managers distributed across organizations.
The FindLearning team has over 20 years of combined experience in the training industry, and has successfully delivered thousands of solution proposals to CEOs, CLOs, HR Executives, training professionals, and business and IT managers at all levels. Our professionals have connected companies with every learning solution imaginable;, quality, quality control, control, from onsite instructor-led, quality control, training, multi-user licenses of CD-ROMS, off-the-shelf e-learning libraries and e-learning course development. FindLearning, quality control, .com was developed and runs on Lotus Domino, and is hosting, quality control, by eApps (formerly Strategic Systems Consultings, Inc.) based out of Norcross, Georgia. For more information, you can contact FindLearning at info@findlearning.com or 888-644-2111.
Showing posts with label training. Show all posts
Showing posts with label training. Show all posts
Sunday, January 10, 2010
Monday, December 28, 2009
Assertiveness Techniques Help Control The Urges Of Emotions
Author: M'Hamed Cherif
Source: download
During the development of the "Assertiveness Coffee Cards" we, at Cutesolutions, have thoroughly reviewed the literature on neuro-psychology to find out what recent discoveries say on assertiveness. Major strides have been made in unravelling the processes guiding our behaviour, in identifying the causes for a great number of cognitive disabilities and deepening understanding of the human traits. But, the brain is still far from giving away its secrets, though a lot has,, quality control, quality control, already been achieved in understanding the nuts and bolts of thinking and feeling. Progress has been made in understanding such typically human qualities such as humour and sarcasm. Undoubtedly, an individual' view is formed both by their genes and by how their brain has been moulded by experience. Some studies have, however, suggested predisposition for assertiveness. It is not science-fiction anymore to think that prospective parents will be able to design their children at the computer, scrolling through genetic menus to choose specific gene clusters for assertiveness and other, quality control, qualities. But, I doubt it if this is desirable for the human race. A better route is to learn to be assertive. Nevertheless, understanding the influence of our makeup on assertiveness is helpful and suggests practical ways, quality control, to learn the assertiveness skills.
Neural development is a staggering complex process, which scientists are only beginning to get the first clues about. It involves neural activity in, quality control, specific parts of the brain and a lot of traffic between various areas of the brain. The result of our neural connections and activity determines the extent of which we are assertive or not. A significant amount of neural activity takes place in the limbic system, without us being conscious, quality control, of it, quality control, . Sexual assertiveness is a well known case where men are thought to be more assertive than women because the centre of male-specific sexual behaviour receives signals from nuclei in the amygdala that are, quality control, concerned with producing assertive or aggressive behaviour. This is by no means exceptional. In fact, a significant amount of communication between humans is unconscious. Everything coming in through the senses goes first to the thalamus where it is sorted and shunted onward to appropriate processing areas, notably the amygdala - the brain's alarm system - for generation of emotional responses: disgust, fear, anger and parental love. So, it is a fact of life that your eye talk, gesture,, quality control, intonation and posture generate emotional responses of liking or disliking that affect the power of your assertive behaviour.
Fortunately, there is a two-way ebb and flow of traffic between this limbic system and the frontal lobes, where consciousness, morality, free will, responsibility and assertiveness are rooted literally in flesh. Just as emotions and feedback from our body affect our thoughts and behaviour, so the way we think and behave can affect our unconscious reactions. The frontal lobes are responsible for our conscious perception of emotion and our ability to attend and focus. Most important of all, they endow our experience with meaning and our being with a sense of purpose. So, the frontal lobes fee people from, quality control, the tyranny and urges of their emotions and bestow a quality we may refer to as free will, with which must come responsibility. Assertiveness has a lot to do with being centred and able to control emotions so as to be able to act in your own, quality control, best interest by expressing your thoughts and feelings directly and honestly without violating the rights of others. To achieve, quality control, such as a centred state of mind, one must me aware of own mind's constraints, prejudices, cognitive reflexes and misconstructions. That is why Cutesolutions has developed a class of techniques - The, quality control, You Class - to provide the learner with practical means to achieve state of mind where the expression of thoughts and feelings is facilitated.
For further information, please contact us at: Cutesolutions 30, rue Josse IMPENS 1030 Brussels - Belgium Tel +32-2-2155157 Fax +32-2-2156416 Ibl.belgiumtelenet.be http://www.cute4u.net
Under the leadership of Sarah CHERIF,, quality control, Cutesolutions, quality control, has been developing the "Coffee Cards" series of techniques for self-improvement and business management. The author holds a Ph.D from the Free, quality control, University of Brussels and has a long experience in communication, negotiation and project management. He is an ex-official of the World Bank and a consultant on developmental issues. He has worked extensively for the European Commission on the design and implementation of macroeconomic and sectoral programmes.
Source: download
During the development of the "Assertiveness Coffee Cards" we, at Cutesolutions, have thoroughly reviewed the literature on neuro-psychology to find out what recent discoveries say on assertiveness. Major strides have been made in unravelling the processes guiding our behaviour, in identifying the causes for a great number of cognitive disabilities and deepening understanding of the human traits. But, the brain is still far from giving away its secrets, though a lot has,, quality control, quality control, already been achieved in understanding the nuts and bolts of thinking and feeling. Progress has been made in understanding such typically human qualities such as humour and sarcasm. Undoubtedly, an individual' view is formed both by their genes and by how their brain has been moulded by experience. Some studies have, however, suggested predisposition for assertiveness. It is not science-fiction anymore to think that prospective parents will be able to design their children at the computer, scrolling through genetic menus to choose specific gene clusters for assertiveness and other, quality control, qualities. But, I doubt it if this is desirable for the human race. A better route is to learn to be assertive. Nevertheless, understanding the influence of our makeup on assertiveness is helpful and suggests practical ways, quality control, to learn the assertiveness skills.
Neural development is a staggering complex process, which scientists are only beginning to get the first clues about. It involves neural activity in, quality control, specific parts of the brain and a lot of traffic between various areas of the brain. The result of our neural connections and activity determines the extent of which we are assertive or not. A significant amount of neural activity takes place in the limbic system, without us being conscious, quality control, of it, quality control, . Sexual assertiveness is a well known case where men are thought to be more assertive than women because the centre of male-specific sexual behaviour receives signals from nuclei in the amygdala that are, quality control, concerned with producing assertive or aggressive behaviour. This is by no means exceptional. In fact, a significant amount of communication between humans is unconscious. Everything coming in through the senses goes first to the thalamus where it is sorted and shunted onward to appropriate processing areas, notably the amygdala - the brain's alarm system - for generation of emotional responses: disgust, fear, anger and parental love. So, it is a fact of life that your eye talk, gesture,, quality control, intonation and posture generate emotional responses of liking or disliking that affect the power of your assertive behaviour.
Fortunately, there is a two-way ebb and flow of traffic between this limbic system and the frontal lobes, where consciousness, morality, free will, responsibility and assertiveness are rooted literally in flesh. Just as emotions and feedback from our body affect our thoughts and behaviour, so the way we think and behave can affect our unconscious reactions. The frontal lobes are responsible for our conscious perception of emotion and our ability to attend and focus. Most important of all, they endow our experience with meaning and our being with a sense of purpose. So, the frontal lobes fee people from, quality control, the tyranny and urges of their emotions and bestow a quality we may refer to as free will, with which must come responsibility. Assertiveness has a lot to do with being centred and able to control emotions so as to be able to act in your own, quality control, best interest by expressing your thoughts and feelings directly and honestly without violating the rights of others. To achieve, quality control, such as a centred state of mind, one must me aware of own mind's constraints, prejudices, cognitive reflexes and misconstructions. That is why Cutesolutions has developed a class of techniques - The, quality control, You Class - to provide the learner with practical means to achieve state of mind where the expression of thoughts and feelings is facilitated.
For further information, please contact us at: Cutesolutions 30, rue Josse IMPENS 1030 Brussels - Belgium Tel +32-2-2155157 Fax +32-2-2156416 Ibl.belgiumtelenet.be http://www.cute4u.net
Under the leadership of Sarah CHERIF,, quality control, Cutesolutions, quality control, has been developing the "Coffee Cards" series of techniques for self-improvement and business management. The author holds a Ph.D from the Free, quality control, University of Brussels and has a long experience in communication, negotiation and project management. He is an ex-official of the World Bank and a consultant on developmental issues. He has worked extensively for the European Commission on the design and implementation of macroeconomic and sectoral programmes.
Sunday, December 27, 2009
Six Sigma Training - Why and How
Author: Gary Preston
Source: articleage.com
Although Six Sigma sounds like a distant star in a galaxy far, far away, the term is very easy to explain, once you, quality, quality control, control, know sigma is the character in the Greek alphabet that is used in mathematical statistics to identify a standard deviation. A standard deviation is defined by how tightly the various outputs of a process are clustered around the mean in a set of data. In other words, how divergent the outputs are from the statistical average. In statistical terms, Six Sigma means that if there were 1 million opportunities for a defect (defined as anything outside of customer specifications) to occur, no more than 3.4 defects would be permitted, so that the quality of the output is near perfect. As such Six Sigma is seen as the ultimate goal, quality control, in achieving almost immaculate processes through, quality control, continual improvement.
Six Sigma achieves this by implementing a disciplined, data driven methodology for eliminating defects in any process, from the manufacture of a product to after sale customer service. It focuses on process improvement and variation reduction through the application of Six Sigma improvement projects using the following two Six Sigma sub-methodologies:
The Six Sigma DMAIC process (define, measure, analyse, improve, control), the most common Six Sigma improvement tool, which focuses on ensuring the improvement is clearly defined and measured and is used for existing, quality control, processes that have fallen below customer specifications and require incremental, quality control, improvement. Data is analysed to identify problems and the improvement is consolidated through process controls.
The Six Sigma DMADV process (define, measure, analyse, design, verify), which is an improvement system used to develop new products or processes to Six Sigma quality levels. It can also be employed if the current process needs more than just incremental improvement.
Both Six Sigma processes, which can be easily calculated using a Six Sigma calculator, are executed by Six Sigma Green Belts and Six Sigma Black Belts, and are overseen by Six Sigma Master Black Belts. Each Member of the Six Sigma team is given key responsibilities for analysing information that will have an impact on improving processes and customer satisfaction.
The question you'll be asking now is how much benefit Six Sigma training can give your company. Well, in classic Six Sigma style, just have a look at the data. General Electric, one of the most successful companies to implement Six Sigma training, estimated that it has benefited the company a staggering $10 billion in the five years after implementation. And the Six Sigma Academy estimates that the approximate saving Black Belts give companies is $230,000 per project, of which between four and six can be completed per year. Organisations, quality control, such as Motorola, who initiated Six Sigma training in 1987 and won the Malcolm Baldrige quality prize for it, ABB, Honeywell and Allied Signal will be happy to attest to this.
Perhaps one of the most critical reasons why Six Sigma has had such tremendous success lies in one of its, quality control, most distinctive differences from other quality management systems: the extent to which it is inextricably linked to business finances. No matter the project at hand, the financial benefits are quantified and used to help prioritise the various stages of improvement. These are then re-evaluated during the analysis phase to ensure, quality control, that the cost of the improvements will be supported by its overall benefit to the company. And the financial benefits are verified once again at the end of the project. Such a, quality control, rigorous procedure, quality control, also has the, quality control, benefit of including all sections, quality control, of the company in the Six Sigma training, because all are naturally linked to the company's finances.
Which Six Sigma Training Company is right for your you?
Now that you know what Six Sigma training involves and the reasons why your company should consider employing it, the final question is how to find the right consultant for your company, quality control, . Well, the first thing is to define what you want to achieve by implementing Six Sigma, and whether you want it implemented right across the company or only in selected areas. This decision should not be made by you alone, but in conference with other company employees, because implementation should be given the highest priority and support if it is to go ahead.
Once you have established the benefits of implementing Six Sigma and got approval for it from your colleagues,, quality control, you should seek references from your peers in other companies about how their Six Sigma training was handled, quality control, . Six Sigma is very much a people, quality control, business, so it is also important to speak to some of the Black Belts or managers, quality control, of any shortlisted Six Sigma companies to see if you click with them and they have the required level of experience. The level of experience they have of working in your field isn't necessarily that, quality control, relevant compared to the level of mutual understanding and their aptitude as trainers, because good training means your colleagues will have skills that are transferable to other industries. Also, consider the breadth of service being offered. Will the people who start out training you still be there at the end? Do they have their own training materials? Will there be a help desk for employees to call after the training has been completed to ask about any Six Sigma problems that may arise in the future?
Finally, once you have made sure you know the number of defects the process,, quality control, quality control, is currently producing and establish the number you will be satisfied with at the end of the project, you are in a position to start the process of finding the best Six Sigma trainer for your company. The best of luck!
This article has been provided the the UK's ApprovedIndex. Visit: http://www.approvedindex.co.uk
Source: articleage.com
Although Six Sigma sounds like a distant star in a galaxy far, far away, the term is very easy to explain, once you, quality, quality control, control, know sigma is the character in the Greek alphabet that is used in mathematical statistics to identify a standard deviation. A standard deviation is defined by how tightly the various outputs of a process are clustered around the mean in a set of data. In other words, how divergent the outputs are from the statistical average. In statistical terms, Six Sigma means that if there were 1 million opportunities for a defect (defined as anything outside of customer specifications) to occur, no more than 3.4 defects would be permitted, so that the quality of the output is near perfect. As such Six Sigma is seen as the ultimate goal, quality control, in achieving almost immaculate processes through, quality control, continual improvement.
Six Sigma achieves this by implementing a disciplined, data driven methodology for eliminating defects in any process, from the manufacture of a product to after sale customer service. It focuses on process improvement and variation reduction through the application of Six Sigma improvement projects using the following two Six Sigma sub-methodologies:
The Six Sigma DMAIC process (define, measure, analyse, improve, control), the most common Six Sigma improvement tool, which focuses on ensuring the improvement is clearly defined and measured and is used for existing, quality control, processes that have fallen below customer specifications and require incremental, quality control, improvement. Data is analysed to identify problems and the improvement is consolidated through process controls.
The Six Sigma DMADV process (define, measure, analyse, design, verify), which is an improvement system used to develop new products or processes to Six Sigma quality levels. It can also be employed if the current process needs more than just incremental improvement.
Both Six Sigma processes, which can be easily calculated using a Six Sigma calculator, are executed by Six Sigma Green Belts and Six Sigma Black Belts, and are overseen by Six Sigma Master Black Belts. Each Member of the Six Sigma team is given key responsibilities for analysing information that will have an impact on improving processes and customer satisfaction.
The question you'll be asking now is how much benefit Six Sigma training can give your company. Well, in classic Six Sigma style, just have a look at the data. General Electric, one of the most successful companies to implement Six Sigma training, estimated that it has benefited the company a staggering $10 billion in the five years after implementation. And the Six Sigma Academy estimates that the approximate saving Black Belts give companies is $230,000 per project, of which between four and six can be completed per year. Organisations, quality control, such as Motorola, who initiated Six Sigma training in 1987 and won the Malcolm Baldrige quality prize for it, ABB, Honeywell and Allied Signal will be happy to attest to this.
Perhaps one of the most critical reasons why Six Sigma has had such tremendous success lies in one of its, quality control, most distinctive differences from other quality management systems: the extent to which it is inextricably linked to business finances. No matter the project at hand, the financial benefits are quantified and used to help prioritise the various stages of improvement. These are then re-evaluated during the analysis phase to ensure, quality control, that the cost of the improvements will be supported by its overall benefit to the company. And the financial benefits are verified once again at the end of the project. Such a, quality control, rigorous procedure, quality control, also has the, quality control, benefit of including all sections, quality control, of the company in the Six Sigma training, because all are naturally linked to the company's finances.
Which Six Sigma Training Company is right for your you?
Now that you know what Six Sigma training involves and the reasons why your company should consider employing it, the final question is how to find the right consultant for your company, quality control, . Well, the first thing is to define what you want to achieve by implementing Six Sigma, and whether you want it implemented right across the company or only in selected areas. This decision should not be made by you alone, but in conference with other company employees, because implementation should be given the highest priority and support if it is to go ahead.
Once you have established the benefits of implementing Six Sigma and got approval for it from your colleagues,, quality control, you should seek references from your peers in other companies about how their Six Sigma training was handled, quality control, . Six Sigma is very much a people, quality control, business, so it is also important to speak to some of the Black Belts or managers, quality control, of any shortlisted Six Sigma companies to see if you click with them and they have the required level of experience. The level of experience they have of working in your field isn't necessarily that, quality control, relevant compared to the level of mutual understanding and their aptitude as trainers, because good training means your colleagues will have skills that are transferable to other industries. Also, consider the breadth of service being offered. Will the people who start out training you still be there at the end? Do they have their own training materials? Will there be a help desk for employees to call after the training has been completed to ask about any Six Sigma problems that may arise in the future?
Finally, once you have made sure you know the number of defects the process,, quality control, quality control, is currently producing and establish the number you will be satisfied with at the end of the project, you are in a position to start the process of finding the best Six Sigma trainer for your company. The best of luck!
This article has been provided the the UK's ApprovedIndex. Visit: http://www.approvedindex.co.uk
Saturday, December 5, 2009
New High Demand for Career Skills
Author: David Rossy
Source: download
The canicule if you could acquisition bags of jobs involving semi-skilled or unskilled plan accept gone. Automation has replaced animal labour, quality control, and taken abroad abundant slices of action which already complex mundane, accepted tasks. Information technology is aswell alpha to yield over in some areas of accomplished and able work, such as superior ascendancy and printing, architecture and administration, quality control, . Transferable or carriageable abilities - abilities which can be acclimatized and shaped to accommodated the requirements of several altered types of job - are acceptable more important.
If your abilities accept become anachronous in a shrinking market, you have to be able to retrain if you are to accomplish in award, quality control, new employment. Progress will not angle still artlessly to board your charge for a job, and there is no Divine Appropriate to application if you are not able to put some accomplishment into it.
You may feel you are too old to apprentice new tricks. The simple accuracy is that bags of humans are advise absolutely this throughout the country, and the opportunities for application or communicable up with absent apprenticeship are accretion all the time. Don't be put off by your age or use this as an excuse: you are never too old to apprentice - it ability just yield you a little longer.
Deciding to address down to amend or aggrandize your abilities is abundantly a amount of adopting the appropriate attitude, but chief absolutely what abilities should be adapted or broadcast has to be researched actual thoroughly, and has a acute allotment to play in your attack, quality control, to acquisition the appropriate job.
If you apperceive your hopes of accepting, quality control, , quality control, aback into your old blazon of application are slim, this is the time to activate putting your approaching into bluff, quality control, focus and to alpha planning with a clearer compassionate of what you are aggravating to achieve. To do this you will charge to body on your past.
Author publishes abounding online writing ambidextrous with jobs, careers, apprenticeship and training.
http://www.careerlog.co.uk
Source: download
The canicule if you could acquisition bags of jobs involving semi-skilled or unskilled plan accept gone. Automation has replaced animal labour, quality control, and taken abroad abundant slices of action which already complex mundane, accepted tasks. Information technology is aswell alpha to yield over in some areas of accomplished and able work, such as superior ascendancy and printing, architecture and administration, quality control, . Transferable or carriageable abilities - abilities which can be acclimatized and shaped to accommodated the requirements of several altered types of job - are acceptable more important.
If your abilities accept become anachronous in a shrinking market, you have to be able to retrain if you are to accomplish in award, quality control, new employment. Progress will not angle still artlessly to board your charge for a job, and there is no Divine Appropriate to application if you are not able to put some accomplishment into it.
You may feel you are too old to apprentice new tricks. The simple accuracy is that bags of humans are advise absolutely this throughout the country, and the opportunities for application or communicable up with absent apprenticeship are accretion all the time. Don't be put off by your age or use this as an excuse: you are never too old to apprentice - it ability just yield you a little longer.
Deciding to address down to amend or aggrandize your abilities is abundantly a amount of adopting the appropriate attitude, but chief absolutely what abilities should be adapted or broadcast has to be researched actual thoroughly, and has a acute allotment to play in your attack, quality control, to acquisition the appropriate job.
If you apperceive your hopes of accepting, quality control, , quality control, aback into your old blazon of application are slim, this is the time to activate putting your approaching into bluff, quality control, focus and to alpha planning with a clearer compassionate of what you are aggravating to achieve. To do this you will charge to body on your past.
Author publishes abounding online writing ambidextrous with jobs, careers, apprenticeship and training.
http://www.careerlog.co.uk
Wednesday, October 21, 2009
Don't Hire A Grump To Deliver Great Customer Service
Author: Larry Galler
Source: download
How often have you had to endure the ordeal of being served by a grump? It's the wrong person in the wrong job. It makes one wonder how that person got hired, quality control, for that job, who trained them, and whether the company really cares about having happy customers. We've all heard people exclaim clich้s about "exceeding customer expectations" and being "customer-centric" but in reality, those statements are often just disappointing window dressing, quality control, for "business as usual," especially when they employ a grump to be of service to their customers.
In order for a company to deliver on its customer service promises, it has to invest in the systemization of the delivery of its products and services, establish policies that reflect the ethos of serving the customer, properly train the people who work with the customers, and maintain the culture of being customer-centric for the long term. Exemplary customer service is not just the "project of the month." It is a long term commitment and it starts having policies, quality control, and culture in place that reflect the mantra of delivering outstanding customer service and by not hiring grumps to work with customers.
Please realize that I am not discriminating against grumps. There are many places where grumps are very valued employees, they are usually great at quality control, quality control, and highly technical positions,, quality control, just not in positions where they have to deal with demanding, quality control, customers.
While there are sophisticated assessment tools that can be used in the hiring process, the person(s) who interview prospective candidates should also be using some common sense when assessing the qualities of the person interviewing for the job. I call it a "grump elimination test."
Is the candidate positive or negative about their life, their previous work experience, and their, quality control, education? Does the candidate smile easily or is it a fake attempt to appear friendly and helpful? Is this a person you would like to help your customers? If they don't pass the "grump elimination test" don't hire them for sales or customer service positions as the consequences are that you will take happy customers and turn them into grumpy customers, finally into ex-customers… and that will certainly make a grump out of you.
Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the long-running (every Sunday since, quality control, November 2001) business column, "Front Lines with Larry Galler" Sign up for his free newsletter at http://www.larrygaller.com Questions??? Send an email to larry@larrygaller.com
Source: download
How often have you had to endure the ordeal of being served by a grump? It's the wrong person in the wrong job. It makes one wonder how that person got hired, quality control, for that job, who trained them, and whether the company really cares about having happy customers. We've all heard people exclaim clich้s about "exceeding customer expectations" and being "customer-centric" but in reality, those statements are often just disappointing window dressing, quality control, for "business as usual," especially when they employ a grump to be of service to their customers.
In order for a company to deliver on its customer service promises, it has to invest in the systemization of the delivery of its products and services, establish policies that reflect the ethos of serving the customer, properly train the people who work with the customers, and maintain the culture of being customer-centric for the long term. Exemplary customer service is not just the "project of the month." It is a long term commitment and it starts having policies, quality control, and culture in place that reflect the mantra of delivering outstanding customer service and by not hiring grumps to work with customers.
Please realize that I am not discriminating against grumps. There are many places where grumps are very valued employees, they are usually great at quality control, quality control, and highly technical positions,, quality control, just not in positions where they have to deal with demanding, quality control, customers.
While there are sophisticated assessment tools that can be used in the hiring process, the person(s) who interview prospective candidates should also be using some common sense when assessing the qualities of the person interviewing for the job. I call it a "grump elimination test."
Is the candidate positive or negative about their life, their previous work experience, and their, quality control, education? Does the candidate smile easily or is it a fake attempt to appear friendly and helpful? Is this a person you would like to help your customers? If they don't pass the "grump elimination test" don't hire them for sales or customer service positions as the consequences are that you will take happy customers and turn them into grumpy customers, finally into ex-customers… and that will certainly make a grump out of you.
Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the long-running (every Sunday since, quality control, November 2001) business column, "Front Lines with Larry Galler" Sign up for his free newsletter at http://www.larrygaller.com Questions??? Send an email to larry@larrygaller.com
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