This page provides links to the newer pages of this site.
Pages that have been substantially revised and updated are also shown.
New magazine articles
Implementing e-learning - an "how to" guide by Derek Stockley - important tips and information about the successful implementation of e-learning systems in companies and organisations. This article was originally in EI Magazine (EI, Volume 2 Issue 7, Ark Group Ltd).
Informal learning - important tips and information about informal learning, originally written for Capital Magazine.
High Performance Newsletter - recent articles
Intuitive design - ensuring your systems are easy to use - examines the impact of intuitive design on customer satisfaction and excellent service delivery.
Tips for licensing your product or service outlets - an article about the traps companies undertaking outsourcing can experience. Poor customer service can occur if proper arrangements are not made.
The importance of a 'can do' approach in customer service - examines the importance of offering positive outcomes even if the original expectations of customers cannot be met.
Should I or should I not? - this free article explores the age old issue of expediency - should I develop someone else to do a task or should I do it myself?
What is Train the Trainer? - explores the key features of a train the trainer program>
Choosing the right business name - explores the implications of names for and in organisations and businesses.
How to handle customer complaints - explores the implications of not listening correctly to a customer complaining about the level of service received. It also explores our lack of interest in making complaints.
How to avoid the pitfalls of micromanagement - defines micromanagement and outlines the steps involved in stopping micromanagement behaviour.
Do you love what you do? - explores the relationship between work enjoyment and employee engagement. It makes a difference to both individuals and organisations if people feel that they are making a real contribution.
Anticipating customer needs - the difference between ordinary and exceptional service - shows an approach that helps staff achieve exceptional customer service.
Font size, colour and location affect readability - explores the importance of choosing the right font size and colour for printed material and computer screens.
Importance of teamwork - this article explores the continuing discussion about the importance of teamwork, an important concept for successful organisations.
The importance of training - a commitment to development - explores a staff development question facing many managers.
Top 5 newsletter articles for 2006 - highlights the top five articles published in 2006. The articles were chosen because they relate to the key themes of customer service, engagement and training/learning.
How a positive leadership style can make a big difference - highlights the role of a positive attitude in leadership behaviour.
The elephant time management technique - a useful approach to major project completion and time management.
The three types of happiness - highlights the latest research on the three types of happiness.
Are you or your employees engaged with your organisation? - explores the growing importance of the employee engagement process.
How does your business service quality match up? - explores the lessons learnt from visits to two major supermarkets operating in Australia. In this case, the quality of the shopping trolleys provides an insight into the business approaches taken by the two major competitors.
Are your people saying the right thing to customers? - explores the language used by staff when dealing with customers. Is the language appropriate? Will it offend customers?
Is your change management process running fast enough? - explores the importance of action and momentum in change management processes.
Do customers have a clear path to your business door? - uses a real life customer service example to demonstrate the importance of sightlines in every customer service organisation. Navigation and visibility can be overlooked if you do not pay close attention.
Is there a difference between training and learning? - the key differences between 'training' and 'learning' are discussed and the implications for managers and team leaders are canvassed.
Is your advertising and marketing correctly aimed at your target audience? - uses a recent advertising example to highlight how important the correct targeting and placement of advertising material is. Marketing success depends on visibility with people who are likely to buy your product or service.
What do you do when the customer is right and you are wrong? - highlights customer service. How would you handle a situation when the customer was right and you were wrong?
Are your business systems arrogant? - highlights an example of business arrogance in system design. It raises questions about the design of systems to suit business rather than customer needs.
Setting clear roles and responsibilities for team members - explores the importance of clear roles and responsibilities for team members. Role clarity has a big impact on organisational success. Uncertainty can dramatically affect both individual and organisation peformance.
Personal and business renewal is important - highlights the importance of personal and business renewal. A business approach by an interesting organisation is highlighted.
Quick, efficient customer service is important - highlights the importance of fast, courteous and friendly customer service.
Workplace design is important - highlights the importance of good workspace design as part of creating a productive and positive workplace.
You can subscribe to this free newsletter. Only your name and email address is required, see: High Performance Newsletter Administration page.
Training Courses
Details of training courses open the general public are now listed at: Public Training Courses (Short Courses) in Melbourne and Sydney.
The training courses section has been updated.
- Inhouse training or corporate training - information about the inhouse or corporate training service where training is conducted specifically for the one organisation or group.
- On-demand Training - a new training service that caters for organisations requiring training for one, two, three or four people - not enough for inhouse training (even a small group).
- Training Consulting - explains the range of consulting services available.
- Training Needs Analysis (TNA) - explains why training needs analysis is important and the type of training provided .
- Trainer Training - emphasises the importance of developing skills in learning and development - the ability to design and deliver relevant training programs to employees, staff and others.
- Training Topics - links to the subject lists for programs conducted by Derek Stockley.
- Trainer Development - explanation of some of the issues and options for programs to develop skills to train others. Basic, advanced and specialist training options are explained. Facilitation Skills Training and Presentation Skills Training/Coaching have been added.
- Management Development - information about leadership and management training options.
- General Training - information about time management, communication, meetings and negotiation training
- Customer Service - explanation of customer service training programs including broader service improvement cultural change activities.
- Human Resources - guide to specialist human resources training, including job search, recruitment and selection, career development and performance review.
Performance Management
The performance management overview and consulting services section has been updated.
Training Information
Setting training and learning at the right level
Training and Assessment (TAA) Training Package - a major current development in Australia - standards and approach for training trainers and educators in the Vocational Education Training (VET) system.
Training (Human Resources Development) Links
Online Training and E-learning
See: Free Online Training and E-learning for a comprehensive list of free examples/tutorials on a variety of business and learning subjects.
For information about search engine optimisation training, see SEO Training explained.
Portals
Performance Management Articles - internal and external performance related links.
