The Critical Role of TrainingWritten by Carol Verret
There is always an excuse for not providing employees with training opportunities. Very few people articulate these excuses to either their customers or their staff, but net effect is still same. When economy was good and employees few, excuse was, "Why worry about customer service training? Demand is so high that if we tick-off a few customers, so what - there are more lined up at door. Average employee tenure is so brief, why should we train them so they can go work somewhere else?" Now that economy is poor and training is one of first areas most companies cut, excuse is, "We are laying off employees - we can't justify expense of training." Both indicate an arrogant disregard for both employees and customers. I have addressed shortcomings of first excuse in previous articles and newsletters. Permit me to briefly address second. At a time when every customer has suddenly become precious and you are expecting more of remaining employees following a downturn, how can you not justify training?
| | During midlife career change, do you jump or hold on?Written by Cathy Goodwin, Ph.D.
Over years, I have identified two kinds of midlife career changers: Jumpers and Clingers. Jumpers thrive on energy, enthusiasm and improbable luck. The last three times they leaped, a net appeared. They see no reason why next jump should be any different. Clingers thrive on careers that offer security, money and identity. When they outgrow their careers, or find themselves forced out, they feel lost. They can't remember last time they found themselves in this position. Jumpers call a coach when they are ready to find a new mountain. Suggest a destination and they ask, "Where is it?" Often they've made another leap before coach realizes what is going on. Clingers call a coach when they find themselves lost in jungle. They ask, "How do I know if I've made right decision?" and, "How can I find security?" They hold out a one-way ticket, asking, "How do I change to a round trip?" Jumpers have learned to accept that sinking-feeling-in-the-gut as they leap off mountain. Climbers are not used to feeling edgy. They don't want a roadmap; they want a hotel reservation, preferably chosen from a listing in auto club book. Both Jumpers and Clingers face a new reality. Even bravest Jumper can run out of luck. Choose wrong mountain and net never appears. And in twenty-first century, Clingers must create their own security. Jumpers must stop at edge of mountain, before point of no return. "Does this feel right?" they have to ask. "Should I look first this time, to see if net really exists? Or maybe instead of leaping it's time to climb down more carefully, one ledge at a time."
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