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The Importance of a Customer Service Training Program
Saturday, June 18 2011
Developing a comprehensive customer service training program is the most important business decision an organization can make. Customer service isn't just about please and thank you. It's about all the processes in your organization that affect the customer. In the world we live in today information is disseminated at breakneck speed. With Twitter, Facebook, Linkedin and other social networking sites at your customer's fingertips a bad customer service experience can be broadcast and spread like a forest fire in a matter of hours. And this type of bad publicity can destroy your business just as sure as a fire will destroy a forest. The surest way to prevent a fire in the first place is through customer service training and the first step is a clearly defined customer service policy and procedures handbook that is given to every member of your team.
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How to Approach Sexual Harassment Policies as a Manager
Monday, May 23 2011
So management has asked you to do sexual harassment training and make sure the policies are adhered to with the employees you manage. It's not an easy task and not a comfortable one either. Here are a few tips to make sure that your policy is implemented and adhered to. Treat it seriously from day one.
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Words Can Hurt - How Labels Can Cause Sexual Harassment
Sunday, May 22 2011
In the workplace we all have labels - manager, supervisor, line-worker, assistant, electrician, engineer. We accept these labels without much thought because they help define our roles in our work life, however there are other labels that unfortunately crop up in the workplace. These other labels are dangerous and in some case bring sexual harassment. Every organization's sexual harassment training should encompass this topic.
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Sexual Harassment: It's About Power
Saturday, May 21 2011
Sexual harassment really comes down to power. Whether it's Quid Pro Quo or Hostile Workplace Harassment, the perpetrator is exerting a form of power when they sexually harass. In Quid Pro Quo harassment, the perpetrator is in a position of power at work and is exerting this power to get sexual favors in exchange for a workplace benefit. In Hostile Workplace Harassment the perpetrator is deliberately making the workplace a hostile, uncomfortable environment for a coworker. This is also a power play. The perpetrator is saying I will do what I want whether it is disturbing you or not. Sexual harassment training should incorporate this topic of power.
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How to Avoid a Sexual Harassment Claim
Thursday, May 19 2011
As a manager you are particularly vulnerable to sexual harassment claims. Sometimes innocent behavior with no intent can get you in hot water. The work world is a minefield of legal trouble for a manager and sexual harassment is one of the most dangerous parts of management. Minimize your chances of making a mistake by avoiding the following situations and include them in your sexual harassment training.
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