How to train staff to handle challenging calls

Guest blog by Jason O’Brien, COO, TollFreeForwarding.com, an international telecommunications provider based in Los Angeles.   If your workplace offers customer service channels over the phone, tricky calls are an inevitability – and something you have little control over. How your staff cope with them, on the other hand, can be down to you. Fortunately, there are many key concepts and training touchpoints out there that...

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NEBOSH Pilots New Qualification Developed in Partnership with HSE

NEBOSH, the leading health, safety and environmental management examination board, has worked in partnership with the Health and Safety Executive (HSE) to develop a new qualification: the NEBOSH HSE Certificate in Process Safety Management. Barry Wilkes, Director of Strategy said: “This new qualification is the result of a unique collaboration between the HSE and NEBOSH combining our ability to deliver strong, credible vocational OSH...

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Apprenticeship levy comes in April – are employers ready for when the levy breaks?
Feb23

Apprenticeship levy comes in April – are employers ready for when the levy breaks?

Guest blog by Michael Bainbridge, Managing Director, KZN Solutions The Government’s Apprenticeship Levy scheme is nearly upon us. However, it’s still doubtful whether many businesses affected by the changes are actually ready.   Poor advice is making the situation worse There is a great deal of poor advice being bandied about, which means there is a danger that the issues seem more complicated than they really are.  This means...

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How effective onboarding can attract and retain talent
Feb15

How effective onboarding can attract and retain talent

Guest blog by Lynne Hardman, CEO of Working Transitions Official figures show that unemployment has reached an 11 year low – a fall of 52,000 to 1.6 million in the three months to November – the lowest level for more than a decade. Typically, low unemployment rates result in less job-seekers – and more choice for those actively looking for a new role.  As the talent pool is reduced, for an organisation looking to recruit, both...

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How the new apprenticeship levy will benefit employers from April onwards
Feb07

How the new apprenticeship levy will benefit employers from April onwards

Guest blog by Kelly Ball, Managing Director of Positive Outcomes, a leading provider of apprenticeships and work-based training The apprenticeship levy comes into force in April, and it promises to help businesses thrive by enabling them to establish a talented and skilled workforce. One of the primary aims of the levy is to increase the number of apprenticeships nationwide. This is in line with the government’s pledge to create 3...

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Coutts Bank Invests in Disability Awareness Training with Enable Me
Feb07

Coutts Bank Invests in Disability Awareness Training with Enable Me

Enable Me, the charity dedicated to raising disability awareness, has recently provided training for Coutts – the UK’s private bank and wealth management organisation. Enable Me visited the bank’s central offices on The Strand, London to deliver its training to a group of employees from a range of departments, from senior level employees to graduate staff. The training focused on various themes, with Executive Chairman, Chris...

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More companies embracing trustee programme to develop talent
Feb02

More companies embracing trustee programme to develop talent

To kick start 2017, Trustees Unlimited and the National Council for Voluntary Organisations (NCVO), have announced that the 100th trustee has been appointed through ‘Step on Board’, their board-level trustee development programme, a figure they say highlights the growth in the number of companies encouraging their employees to become trustees. First launched in November 2014, Step on Board connects professional people with charities...

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The workplace training debate
Feb02

The workplace training debate

47% of workers say they have had their requests for workplace training refused  1 in 3 believe it would have significant impact on their abilities to do their current job 23% said it was declined due to a lack of budget Bosses are refusing workers key training opportunities that would make them more effective and productive, according to new research. A survey of 1,003 workers, carried out by the US largest training provider, The...

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Why HR professionals leaving the profession could consider teaching
Feb01

Why HR professionals leaving the profession could consider teaching

Guest blog by Roger Marsh, ITN Mark Education, the education recruitment specialists If you’re an HR professional looking for a new career, chances are you’ll have a range of options. HR is a fantastic profession which enables you to gain lots of transferable skills that you can take with you into your next role. Teaching could be a great career move for an ex-HR professional.  Here are some of the skills you will bring with you:...

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Bartenders and psychiatrists among those on fast track to cyber security career
Jan30

Bartenders and psychiatrists among those on fast track to cyber security career

A new Government-backed SANS Institute Cyber Retraining Academy will fast track people from all walks of life to become industry-ready cyber professionals in just ten weeks.  The students have embarked upon the intensive ten-week course where they will learn in-demand cyber skills as part of a Government drive to help businesses defend themselves against the growing cyber threat. The candidates, including a former bartender, a...

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Why using actors in corporate training increases the impact for L&D professionals
Jan26

Why using actors in corporate training increases the impact for L&D professionals

Guest blog by Steve Hemsley, Director, Hendrix Training HR professionals use a lot of acting terms in the workplace. They talk about ‘character’ references, ‘performance’ reviews and someone’s ‘role’ at work. Companies also have ‘audiences’ to target and serve.  The skills required to act and to present and sell effectively often overlap, and modern employers are looking to the acting profession to help give their staff a competitive...

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Why teaching leaders ‘appreciation’ is important
Jan26

Why teaching leaders ‘appreciation’ is important

Guest blog by Ian Feaver, UK Director, O.C. Tanner www.octanner.co.uk Most great leaders are created, they don’t suddenly know what to do and how to do it. This is also true of leaders’ abilities to effectively appreciate and recognise their teams. Some leaders may be task-focused, not understanding the importance of recognition. Other leaders may be relationship-focused with a natural aptitude for giving out praise, but...

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Skills shortages ‘major concern’ for UK CEOs, say PwC, as OU stress need for upskilling
Jan25

Skills shortages ‘major concern’ for UK CEOs, say PwC, as OU stress need for upskilling

PwC’s latest annual CEO survey indicates that concern about the availability of key skills is second only to uncertain economic growth as an issue in the minds of UK CEOs. 83% of CEO expressed concern 83 percent of surveyed CEOs said that they were ‘somewhat’ or ‘extremely’ concerned about access to talent. These results come in the context of current UK trends which suggest that technology will drive a shift from low-skill, routine...

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HR Interview: this month, we speak to Gary Norris – Personal Facilitator for Online HRM at DPG
Jan20

HR Interview: this month, we speak to Gary Norris – Personal Facilitator for Online HRM at DPG

Can you give us a quick introduction about yourself and your role at DPG Plc? I work as a Personal Facilitator for Online HRM at DPG, which means I help and support participants on our Online CIPD Level 5 Programme. I use webinars and other online interactions to guide participants through the programme. I’m their first point of contact, and I remain their primary contact throughout the programme. I’m available to advise and assist...

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5 Ways to improve staff engagement at events
Jan19

5 Ways to improve staff engagement at events

Jaded staff? Lacklustre training sessions? Networking events where people act like they’d rather be somewhere else? We’ve all been there. Inject some juice into your events for 2017 with these tips on how to boost engagement from Mo Guatale, a Better Venues Business Support and Senior Events manager. Don’t Waste Time What’s your attention span like? How much information do you retain? Pretty short and not all that much? Well, you’re...

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