Cleaners save lives!

Cleaners save lives!

Why cleaners are the front line of defence in infection control. Just a few years ago MRSA (methicillin-resistant Staphylococcus aureus) was the number one nasty bug, spreading fear into the hearts of hospital administrators and patients alike. Our chief strategy for fighting this bug was handwashing, mainly because MRSA clings to the skin. Now, however,... Read More
 
Customer Service vs Customer Care

Customer Service vs Customer Care

The difference between Customer Care and Customer Service. In their book, Managing Quality in Tourism, by Tony Lenehan and Denis Harrington, the authors talk about how the change and uncertainty of recent years has intensified the difficulties inherent in managing customer expectations. Across all industries customers have become more knowledgeable, and increasingly they are shifting... Read More
 
How to combat falling attention spans in learning.

How to combat falling attention spans in learning.

How to combat falling attention spans. It’s no accident that as technology develops apace attention spans are dropping at an increased rate. According to the National Center for Biotechnology Information at the U.S. National Library of Medicine, in the year 2000 the average attention span of adults surfing the web was 12 seconds. By 2013... Read More
 
The 5 Moments of Learning Need

The 5 Moments of Learning Need

“Performance is your reality. Forget everything else” – Harold S Geneen CEO-ITT Bob Mosher and Conrad Gottfredson made a significant contribution to workplace learning studies by introducing the The Five Moments of Learning Need model in 2011. Mosher and Gottfredson observed from Geneen that all learning need is focused on the moment of application and this is... Read More
 
Why traditional training is dead

Why traditional training is dead

The ergonomics of learning “If you want people to learn, retain, and ultimately transfer knowledge to the workplace, it is essential that you understand the ergonomics of the brain. Our brain is enormously powerful; it can remember vast amounts of information, so we need to design training that is compatible with the brain’s natural ways... Read More