We do not have a performance appraisal system in place. How then can I assess our managerial competency in this situation?Read More
American Express revamps its people management approach and gives call center representatives more latitude as part of a quest to upgrade customer service.Read More
Retailer Zappos.com, for example, insists that workers embody its zany, performance-oriented culture.Read More
In the new era of customer service at American Express, even an overnight delivery can be too slow.Read More
Despite financial pressures, some organizations remain committed to leadership training.Read More
More than half of all psychiatrists are 55 or older and nearing retirement age as fewer medical school graduates are showing an interest in psychiatry, according to a physician search firm.Read More
We want to start a college recruitment program this year. What should we consider before launching this initiative?
I hear a lot about managers being promoted without sufficient training. The theory is that people are pushed into management without first having the required skill sets. Anecdotally this might be true, but are there any empirical data that prove this approach is leading to a generation of underequipped managers?
—Skeptical in Services, Charlotte, North CarolinaRead More
Republicans and some fiscally conservative Democrats oppose the broader bill because it would add to the federal deficit.Read More
Our company has never had a formal training budget, but I’ve now been asked to develop one. I am collecting data on all the training we’d like to offer next year, per employee, but frankly don’t know if I am asking for too much training money or too little. How do I calculate an approximate training budget? And how much should we devote to leadership training?