The High Cost of Poor Customer Service in Healthcare — And How to Fix It
It’s hard to find someone without a healthcare horror story. Share a frustrating experience at a doctor’s office, and chances…
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Learning & Development Blog
Posts By: Elana Centor
Understanding Different Communication Styles In The Workplace
5 Signs of Communication Style Mismatch At Work I had just been assigned to a new manager, and I wanted…
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Why Training Needs Assessment Is Important To An Organization
Is it necessary for organizations to conduct training needs assessments? When learning development professionals talk to clients about the benefits…
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Beyond “When in Rome”: Developing True Cultural Intelligence
On the surface, it would seem that the proverb, “When in Rome, do as the Romans do” would serve as…
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5 Must-Have Customer Service Skills for Healthcare Professionals
Whether your responsibility is to keystroke information into patient files or answer patient’s insurance questions, providing superior customer service is…
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Phone Phobia: How to Overcome Phone Anxiety In The Workplace
How to manage NOMOPHOBIA (no mobile phone phobia) in the workplace The term “nomophobia” was coined in 2008 by the…
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The Power of Using Storytelling When Delivering Training Workshops
“Once upon a time.” Hearing those four words is a powerful signal for children everywhere that good things are about…
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The Power of Empathy in Healthcare Customer Service
It’s been said that a healthcare professional’s ability to demonstrate empathy is a key driver in patient satisfaction. Professional empathy…
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The Benefits of Investing in Customer Service Training for Healthcare
Now more than ever, healthcare organizations must invest in customer service training. In part because offering excellent customer service is…
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8 Tips for Effective Customer Service Training in Healthcare
Imagine walking into a health care clinic thinking you will be conducting your training in a conference room, only to…
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5 Common Customer Service Mistakes in Healthcare and How to Avoid Them
Healthcare organizations face various customer service issues that negatively impact patient satisfaction. Despite acknowledging the importance of patient satisfaction, the…
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Corporate Training Plan 101: A Step-by-Step Guide for Designing a Winning Training Plan
Creating a winning training plan is essential for ensuring that learners are able to acquire the knowledge and skills they…
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Overcoming the Fear Factor: 10 Proven Strategies for Confident Training Delivery
It’s not uncommon for early career training professionals to suffer from” a fear of delivering training.” This fear can show…
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Time Management for Trainers: Strategies for Staying on Track and Meeting Deadlines
As trainers, one of the most important skills we need to master is time management. Whether it’s planning a training…
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Training Room Design – How Do You Set Up A Training Room For Adult Learning?
At my elementary school, every single room looked exactly the same: The teacher’s desk was centered in front of a…
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Atlanta Debuts TrainSMART’s Train-the-Trainer Workshop
Whether you call it A-Town, The Big Peach, or The A, Atlanta rolled out its southern hospitality for its first-ever…
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5 Steps To Effective Sexual Harassment Prevention Training
Before Harvey Weinstein was exposed, before Matt Lauer and Charlie Rose were booted out in disgrace, before Senator Al Franken…
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What the #AddMaleAuthorGate Brouhaha Says about Women and Leadership
In early May 2015 a twitterstorm erupted when scientist Fiona Ingleby shared a rejection from the scientific journal PLOS ONE….
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4 Ways LinkedIn’s Acquisition of Lynda.com will Change the Training Industry
When LinkedIn announced on April 9, 2015, that it was acquiring Lynda.com for $1.5B Wall Street reacted with two thumbs…
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The Problem Isn’t Millennials All Got Trophies
Start a conversation about the work attitudes of Millennials versus other generations and within three minutes someone is bound to…
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5 Learning & Development Predictions for 2015
At its core, a trend is about change. Sometimes a change is dramatic like the disruptive technological changes that are…
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Thinking Globally, Training Locally: Adapting Materials to Cultural Norms
Several years ago, I was facilitating a Train-the-Trainer in Europe with participants from Spain, Hungary, Ukraine, Germany, and Poland. One…
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Training Tips for New Trainers: How To Add Value to Training
Ask anyone who has attended workshops and they can give you a list of what makes a good training session……
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Millennials Need Soft Skills Training To Climb The Ladder
It’s been about a decade since the first millennial entered the workplace. To say they are a force to be…
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How To Hire A Great Facilitator For Training?
The question stared at me. How do you know you’ve hired a great facilitator? My insecurities started bubbling up. ‘Who,…
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5 Tips For Facilitators Working Internationally
For more than a decade, Donna Steffey has facilitated around the globe. At last count, she has landed in 17…
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5 Corporate Training Trends To Watch In 2014
If there is a word to describe how professionals in the training industry need to approach their work in 2014,…
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