Having lived through the era when HR was still personnel, a minor division of the accounts department, and seen the huge changes in technology and attitudes in HR since the 70’s, I find myself struggling with the realities of Talent Management in the Middle East. Let me say that I am huge fan of personal […]
Changing a person is a long process, but it pays off well if you are patient enough, or you are working as a trainer. Today, I was conducting an interview for a new trainer to join the training team, which is a normal part of my job. The young man had a modest experience in […]
In my first training a few years ago, I felt the huge difference between being a trainer and a trainee. Later on, I knew, after delivering number of courses, that each trainee has his/her own perceptions, motivations, needs and expectations of the course subject and even the trainer delivering the course. Usually attendees receive an […]
Hospitality training methods will have to change because there is a growing trend amongst small hotel groups and independent hotels to move away from the pervasive, traditional, mechanical, and emotionless SOP-Customer Satisfaction guest experience. Over the coming years the focus of hotels will be more and more on the energy of the guest experience and […]
In 1998 Lars Kolind was appointed the new CEO of Oticon, a hearing care company based in Denmark. At that time Oticon was struggling in the market, paying back for the strategical mistakes they had made in the 1980s. After managing financial problems, in 1991 Kolind changed the company by designing and implementing the so-called […]
We continue to stress on metrics that provide evaluation of learning devised against a set of learning outcomes. We need to rethink with a focus on value as compared to learning as a key target. Experts characterize ‘Learning Analytics’ as the measurement, collection, analysis and reporting of data about learners and their contexts, for purposes […]
There is “Black” and there is “White”, and there are 50 shades of grey in between. Where do you stand? Do you know what shade you are? Is the shade where you think you are in the same shade as where others believe you are in? What makes some people shadier, lighter or darker in […]
Working as a management consultant is not only about applying standards and implementing frameworks, it is mainly about change management. I will tell you why. When a consultant applies standards for whatever the reason was, he/she changes the status quo of this specific organization, hence changing the current situation. That means going through a challenge, […]
Every great service organization aims to train associates to develop magic, or as we call it in the hospitality language “WOW” service. Service oriented organizations that are constantly growing, evolving and succeeding are focused not only on the customer service per se, but in creating a culture where associates deliver consistently “wow” service. They realize […]
“There is no limit to the amount of good you can do if you don’t care who gets the credit.” – Ronald Reagan Employees want to be recognized for their hard work and rewarded for it. In some ways it seems elementary to need a medal, but the truth is, we never outgrow wanting and needing […]
