Nurturing New Client Relationships: Observations and Ideas

March 27, 2013 12:20 by Rebecca Doepke
A colleague of mine is a small business owner and she is amazing at developing deep, long lasting relationships with her clients. We were talking about her recent experience at a bank. Since I consult with several banks and credit unions on their sales and service programs, she thought I might be interested in her observations. I was and I thought you might be too. [More]

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Customer Expereince | Sales

Do Your New Employees Experience “Sink or Swim”?

March 19, 2013 15:05 by Dana Peters
A family friend recently started a new job for a large global company here in Milwaukee. Her first two weeks of formal orientation at headquarters were meticulously planned with a solid blend of learning experiences, open discussions, social opportunities, and knowledge exchanges. She was completely jazzed and inspired. [More]

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Learning | Onboarding | Training

When Does Virtual Instructor-Led Training (VILT) Make Sense?

March 8, 2013 14:01 by Dana Peters
In a previous post, I shared some thoughts about when eLearning is a possible option for delivering training. In that post, I defined the term eLearning to mean self-directed online training modules that the learner takes independently at any time. [More]

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eLearning | Virtual Instructor-Led Training | Virtual Learning

Presentation Baggage Causes Barriers to Learning

February 28, 2013 11:43 by Greg Owen-Boger
Recently I had a lively phone call with a potential client. It was clear that he had done his homework and had some pretty tough questions for me and the other presentation skills training vendors he was looking at. [More]

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Presentation Skills | Turpin Communication

Can Computers Give You the Practice You Need?

February 19, 2013 09:01 by Beverly Feldt
Provocative stuff from Dan Goleman’s book Working with Emotional Intelligence:

Computer-aided instruction, a current vogue in training, has limits when it comes to offering practice for emotional competence. techniques are generally better suited for training in technical skills than for developing personal and interpersonal capabilities. [More]

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Learning | Practice | Training | Workplace Interactors

Their Service Is Amazing, but Why?

February 11, 2013 15:37 by Dana Peters
I was accused last week of being a “Connoisseur of Customer Service”. I think it was a nice way to tell me that I am a bit of a snob when it comes to my personal customer service expectations. With this accusation I looked up the definition of connoisseur. According to Merriam-Webster it means:


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Business Issues | Customer Expereince | Customer Service

My First "On-Camera" Experience

February 6, 2013 09:51 by Dana Peters
I am always looking for effective ways to communicate who we are and what we do to potential and existing clients. Last year, after the launch of our most recent addition of our website, it became clear to me that incorporating video into our site would allow me to give our message another dimension that is just not possible in words and images alone. [More]

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eLearning | Turpin Communication | Video Production

Engaging Learners in the “Orderly Conversation”

February 6, 2013 08:47 by Dana Peters
For those of you attending Greg Owen-Boger’s session at the Middle Tennessee Chapter of ASTD’s Day of Learning on February 21, here is the complete session overview. We hope to see you there! [More]

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Events | Train the Trainer | Turpin Communication

When Does eLearning Make Sense?

January 26, 2013 16:12 by Dana Peters
On occasion, we have had the opportunity to be involved in high-level discussions about blended learning. Often in a small to mid-sized organization setting, those responsible for learning and development are taking a closer look at their existing (face to face) instructor-led training (ILT) programs to determine other delivery approaches that could be leveraged. eLearning is always part of this conversation. Of course, the underlying premise to these conversations is that any changes incorporated would be a move for the better for both the organization and the learner. [More]

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eLearning | Online Learning | Training

Practice, Experimentation, and Experience = Learning

January 24, 2013 16:00 by Dana Peters
Last spring I learned something in a surprising place. My daughter was involved in the musical at her high school. She was very excited and asked if we would attend all four performances. Being good parents, we decided to take the “divide and conquer” route and each attend two shows. I took opening night and closing night. Dad took the two middle performances. [More]

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Learning | Learning Trends | Practice | Training | Workplace Interactors