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The Art of Customer Service

Premium Content
Jim Hornickel

Customer service is a commonly used phrase that, unfortunately, has come to mean almost nothing. At its heart, though, the phrase conveys the essentials of great interactions. Lets analyze it. Customer: most commonly defined as one who pays for goods or services. Servic... More »

Leader of the Pack

Premium Content
Melissa Westmoreland

About two weeks before Christmas I was adopted by a stray dog. (Anyone who has ever rescued a stray animal knows that you dont adopt them, they adopt you.) Even though I already had two dogs, one of whom was in failing health, I couldnt walk away from this stray and lea... More »

Managing Cross-Generational Meetings

Premium Content
Robert W. Wendover

How many times have you sat in a meeting where the topic being addressed isnt all that interesting, and the person facilitating the discussion is struggling to keep everyone engaged? A few people are offering ideas and discussing the issue. Others are doing nonrelated p... More »

The Duke Educator Academy: Developing Educators at the Frontline

Premium Content
Katrina Green

The Duke Educator Academy helps frontline staff educators develop a more comprehensive understanding of what is involved in providing education. Within the Duke University Health System, clinical nurse educators (CNE) in the department of clinical education and professi... More »

Deciphering Your Decision-Making Mindset

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Jana Kemp

About a decade ago, when I served on a local chapters ASTD board, I began to ponder the stalemate that can occur when trying to reach a decision through consensus. During one particularly drawn-out meeting, I found myself listening to human resource colleagues circling ... More »