June 04, 2009 - by 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 »
March 04, 2009 - by 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 »
March 04, 2009 - by 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 »
February 03, 2009 - by 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 »
February 03, 2009 - by 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 »
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