News & Tips
Manager-as-Coach Training That Drives Reinforcement
Many organizations invest heavily in managers-as-coach training programs. Leaders attend workshops, learn new questioning techniques, and practice feedback conversations. For a brief period after the training, behavior often transforms. Managers experiment with coaching approaches, and employees...
Training Bytes – Episode 140
The tone of the call can change immediately when a consumer says they feel harassed. Statements like this can escalate quickly and carry real compliance risk if not handled carefully. Wade Isbell from Professional Credit joins Mike Gibb to discuss how collectors should respond in these moments. He...
3 Essential Skills Leaders Need Now
These days, it seems that leaders need to be superheroes. They are constantly expected to motivate teams while navigating never-ending disruption. On top of this, artificial intelligence (AI) is reshaping how work is done and how value is created, while geopolitical instability continues to...
Training Bytes – Episode 139
When a consumer says a chatbot or email didn’t answer their questions, it can signal frustration before the conversation even begins. These moments can quickly derail a call if the representative doesn’t address the concern directly and reset the interaction. DavidLee Richardson from Harris &...
Micromanagement Might Be a Training Problem
It’s an all-too common scenario: A high-potential contributor gets promoted to a management role, and something happens that no one expects. That new manager’s team struggles, performance dips, and engagement survey data show a common theme: the leader is micromanaging. This is a common scenario....
Training Bytes – Episode 138
When a consumer calls about a debt tied to someone who has passed away, the situation can be both sensitive and uncertain. Questions around responsibility, authority, and what can be discussed often come into play, making it important to handle the conversation carefully. DavidLee Richardson from...
Building a High-Impact Leadership Training Strategy
Leadership development exists to help leaders perform at higher levels, driving better business outcomes. Yet its effectiveness is often questioned. For instance, in a global survey conducted by McKinsey, only 11% of executives strongly agreed that their leadership development interventions...
Training Bytes – Episode 137
When a consumer seems elderly and confused, the conversation may call for a more careful approach. These moments can raise questions about whether the consumer fully understands what’s being discussed, making it important for collectors to slow the pace and respond thoughtfully. DavidLee...
How to Make Compliance Training More Relevant, Less Exhausting, and Audit-Ready
A common trait among successful companies is their view of learning as an organizational tool rather than merely as support. Successful companies utilize continuous learning as a means to support rapid growth and adapt to market trends, including shorter product life cycles, evolving customer...