Why as Opposed to How
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Why as Opposed to How

After taking a read of this post, Start with the Why, and the linked Ted presentation, I’ve been thinking about software trainers and how much we could learn from this. It’s easy, when teaching people how to use software, to focus on how to get things done. Obviously, those details are somewhat important, you buy…

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Listen to Your Trainer

OK, granted, I am a trainer by profession, and when I see something like Seth Godin’s piece about listening better, I want to scream “Amen!”. Let’s take a sample: The hardest step in better listening is the first one: do it on purpose. Make the effort to actually be good at it. Don’t worry so…

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Predicting Change

Research shows us that, at every age, people are pretty terrible at estimating just how much things will change in the next 10 years: Research recently reported on in the New York Times about a study on self-perception published in Science shows that individuals at every age and demographic make this kind of error: They…

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Overcoming Narratives

One of the most interesting things you run into when training is when you start to contradict the personal narratives of the folks in your class. What I mean is, we all have narratives. These are the stories we tell ourselves to explain the world around us. These narratives become part of the cognitive dissonance…

Bad Service Will Cost You

My good friend, Kevin Donahue, who works in the hotel sales industry, posted a story today that talked about how much bad service costs a hotel versus all the other things guest might complain about. But there is one problem – over and above all others – that causes not only dissatisfaction, but a complete…