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Keeping Up With the Pace of Change
Informal learning will help employees survive in the future workplace. |
BY JAY CROSS
T
hree out of four business leaders I talk withconfide that they don’t believe their currentapproach to training will enable their workers tobe prepared for the future workplace. They areso busy chopping down trees that they don’ttake the time to sharpen their axes.In these volatile, accelerating times, theorganization that fails to do a great job of helpingits people keep up with the pace of change willnot survive the decade.Increasing the training budget is not going toincrease the odds of survival or help the bottomline. What will is collaboration and self-directedlearning. It’s about making communicationsimple, and partnering with customers andsuppliers. Generally, it’s all about getting out ofpeople’s way so they can learn what they need toknow to excel in their work.Enough long sentences. Take a look at theseindustrial-age problems. Check those that apply.
SUBSTANDARD REVENUE
Sales declining, customerspostponing buying decisions
Salesforce cannot expressbenefits of new products
Sellers unaware of industryconditions and competition
Friction in relationships withdistributors
Our partners are not wellinformed
Sales and marketing ondifferent planets
Arms-length relationshipswith customers
DEFICIENT SERVICE
Response time to customers issubstandard
After-sales inquiries arebogging down our call centers
800 numbers and phone treesare driving customers away
Service is inconvenient forcustomers, not 24/7
We don’t learn from ourcustomers
We are not building customerloyalty
Customer and prospects areconfused, frustrated
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