The aviation industry is facing a major personnel shortage. According to Boeing’s 2018 Pilot and Technician report, airlines will need 790,000 commercial pilots and 890,000 new cabin crew members in the next 20 years. This is a concern for several reasons, including the fact that airline positions require a lot of training. Commercial pilots, for […]

Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight eight skills that are often overlooked in customer service online training. Customer Service Online Training: 8 Overlooked Skills To Consider Your customer service staff deals with any number of challenges every day, ranging from […]

You’re a sales manager, and your sales team needs training on a specific aspect of their jobs. Your organization intends for this training to be just-in-time learning — if they need a little help, they take a learning module in your LMS, and then they return to what they were doing in the CRM, and perform […]

Even with the many changes to the learning-technology space in 2018, I do believe that 2019 is the year the lens will focus, and companies truly begin to understand the possibilities in front of them — just in time for all those 2020 predictions to come to fruition. This will be the year organizations realize […]

Before reading this post, please take a few minutes to read Part 1 for important context and info on why emotion is so important to learning and why Emotional Intelligence needs to be considered in learning design. Enjoy, and then meet me back here! ~~~ Emotion in Learning (Part 2) Lead a horse to water.  Here's […]

The secret behind learning design? Emotion. You know the old saying:"leave the emotion out of it." I'm here to advise you to leave the emotion in, at least in regard to creating your training programs. Training at its core, is a change management effort, with any training program something needs to change. A skill needs to […]

It’s that time of year again, when we get to give and receive gifts. How festive and how fun, regardless if you’re four or forty! We love tearing those ribbons and wrapping paper off and enjoying the surprise of what lies beneath. Of course, we usually just share these experiences with our loved ones, but […]

The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling confident and knowledgeable about the processes, systems and outcomes used to deliver on those experiences. So the best employee experiences demand accessible, relevant and personalized learning. Learners today are demanding better education in less time, […]

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we are happy to serve, are […]

This article from HBR.org got me thinking more about how Training, Learning and Development fit into the future of work. Over the years there have been a few research organizations looking into the future of the workplace. But this particular look into the future comes from a unique perspective. The article is built upon the work […]