Aiming to improve the service results of a specific outlet or department, the hour of coaching is designed to be similar to a golf or music lesson and has three distinct phases: observation and modeling, transition, and coaching/feedback.

Perfection is impossible except in scientific laboratory experiments and mathematical applications. Most of the time, emphasizing perfection rather than excellence acts as an obstacle to progress.

When people are stuck or resistant in their thinking, they change their mind and learn better from self-discovery than from others telling them what to do.

Live by the words of Miles Davis: "When you hit a wrong note, it’s the next note that makes it good or bad." If things go wrong, work hard to make them right.

The excuses—such as it’s too expensive and takes time—are all rubbish. The apathy toward this critical business imperative has a significant ability to damage a business and is doing so across the world. Here’s how to make it different.

Tips to build in soft skills criteria systematically in every aspect of your staffing strategy and hiring process.

Training and development budgets range from thousands to millions or even billions of dollars annually. Much of this may be in vain because people are expected to participate and learn in programs that are out of alignment with their learning preferences, out of alignment with their job needs, and out of alignment with their career paths.

In an effort to reduce Catheter-associated urinary tract infections (CAUTIs), Carilion Clinic hospital units implemented a hands-on learning program with real-time feedback.

Recent advances in technology, from YouTube to MOOCs, have increased the amount of content available to learners with a few clicks. But as the range of choice increases, so does the danger of fragmentation—companies need to be aligned in their vision and approach.

When it comes to creating shareholder value, talent matters most.