Consumer brands know they need to keep developing effective new strategies quickly and capture the opportunities in order to survive in China. This has led to the emergence of a new senior executive role at retail brand owners operating in China: the strategic business planner, who directly reports to the China CEO.

The Learning function designed a series of remedial skills training workshops that target specific operational skill and knowledge gaps on ESL’s front line. The result: an improvement of 76.9 percent in teller differences and a 7 percent decrease in front-line IRA paperwork errors.

It may seem overwhelming when considering what we need to do to please a difficult person, but the tenets of good customer service always prevail.

While it is not always possible to make life really easy for our colleagues, making life easier—or as less complicated as we can—needs to be the intention of each and every leader and employee. If our goal is to create a seamless experience for the customer, we must ensure we are doing all we can to build a similar experience internally.

The great thing about visual communication is that for all of the generations, it has been used repeatedly throughout their lifetime. Video allows trainers to deliver a single piece of content in a format that is accessible and digestible. It can be optimized per learner, by supplementing imagery with text, audio narration, and the like, which is likely to be appealing regardless of generation.

Confidence isn’t about deliberately attracting attention to yourself. Confident people direct their focus and attention on others, which makes them attractive to others. So go out there certain in the knowledge that you’re helping others.

In music, in art, in athletics, in surgery, in writing software…you name it. The destination called mastery is on a road called repetition, and on that road there are neither short cuts nor express lanes. It’s good old-fashioned roll-up-your-sleeves hard work. And the 10-5-3-1 Mastery Plan is not just any kind of repetition; it’s constantly improving repetition.

Finding leadership success in a different employment sector requires not just brains but also cultural adaptability.

The Commercial Staff Underwriting Training Department developed two programs to specifically align with the strategic priority to develop underwriting talent: School of Commercial Underwriting (SCU) and Intermediate Underwriting Series (IUS).

Self-leadership is not self-absorption; it involves looking inwardly to contribute outwardly. As self-leaders, we take personal responsibility and accountability for being effective in today’s volatile, uncertain, complex, and ambiguous (VUCA) environment.