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Doug Robertson Doug Robertson

Improving the customer experience for diverse customers

Training designed to improve the customer experience for diverse customers often teaches key concepts like racism, oppression, privilege, bias, and microaggression. Addressing these knowledge gaps is essential. But just as important, maybe more so, is teaching new skills and behaviors.

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ROI, Deliberate Practice Cameron Anderson ROI, Deliberate Practice Cameron Anderson

Practice Makes Perfect

Since corporate training began, Learning and Development professionals have struggled to determine the return on investment (ROI) on training programs. While the reaction level or “smile sheets” administered during or post program are often very positive, the next three levels - learning, behaviour change, and business results - are traditionally more difficult to measure.

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Leadership Development Randy Sabourin Leadership Development Randy Sabourin

Four Trends in Leadership Development

One of the important lessons of 2020 is that organizations that deliver effective changes quickly will continue to have a competitive advantage. I had the pleasure of hosting several virtual roundtable discussions throughout 2020 that focused on how organizations were adapting their Leadership Development strategy to address the immediate needs forced on them by the Covid-19 pandemic as well as social change driven by Black Lives Matter and the Me-Too movement. Several themes emerged from the discussions.

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Change, Coaching, Culture Randy Sabourin Change, Coaching, Culture Randy Sabourin

Change in the Time of Great Change

The events of the past months have us all questioning our business models, from where and how we work, to how we help our leaders, managers and employees adapt to change while they continue to run the business. One of the lessons that has become apparent is that many of our old learning and development paradigms have been broken and it’s time to question whether we bring them back.

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Change, Leadership Development Randy Sabourin Change, Leadership Development Randy Sabourin

The Battle for Attention (we can’t afford to be boring anymore)

Today, our attention is demanded by the screens that we work and play on, advertising designed to prey on our deepest fears and dreams, and of course, the important things like family, friends, walking the dog – you know, reality. Combine this well-crafted assault on our attention and our obligations to reality it’s no wonder that when you see the data on the meager effectiveness of traditional L&D programs, they are typically the first to have their budgets questioned.

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Change, Coaching, Culture Randy Sabourin Change, Coaching, Culture Randy Sabourin

Do you want to measure ROI?

Return on Investment (ROI) for customer-facing or coaching training programs has always been elusive. Ninety-four per cent of CEOs are looking to their L&D teams to drive results, but only 8% are satisfied that they are getting what they need. The big disconnect is measurement.

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Change, Deliberate Practice, Strategy, Execution Randy Sabourin Change, Deliberate Practice, Strategy, Execution Randy Sabourin

Strategy – Check. Execution – Needs Practice!

Applying deliberate practice as the skill development component in support of the change process is critical to the success of the initiative. Now, there is next to no investment made by organizations to develop deliberate practice solutions although the payoff seems self-evident. Applying deliberate practice to change initiatives comes with a simple truth.

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