Inrol Custom Simulations and Training Services

By Inrol | Learn the latest in leadership, communication, customer service and training.

How to Tell if Your Leadership Development Programs Are Working

ar130405 / Pixabay<p>Organizations invest a great deal of time, effort, and money into their leadership development programs. It stands to reason, then, …

Human Resources

Managers Think They’re Good at Coaching. They’re Not.

Are you successful at coaching your employees? In our years studying and working with companies on this topic, we’ve observed that when many executives say “yes,” they’re incorrectly answering the question. Why? For one, managers tend to <i>think</i> they’re coaching when they’re actually just telling …

Management

How to Control Your Emotions so Your Emotions Don't Control You

Sharpening your emotional regulation skills will make you mentally stronger.<p>Have you ever said something out of anger that you later regretted? Do you let fear talk you out of taking the risks that could really benefit you? If so, you're not alone.<p>Emotions are powerful. Your mood determines how you …

Self-help

How Soft Skills Can Help You Get Ahead in a Tech World

Knowing how to code will only get you so far.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>You've read the headlines: If you don't have tech skills, your career is doomed.<p>While it's true that technology plays a huge part in virtually every job out there, plenty of other skills …

Emotional Intelligence

This Simple 1-Question Test Will Help You Instantly Increase Your Emotional Intelligence

Ask it to yourself. Then, ask someone who will tell you the truth.<p><i>This column is an adapted excerpt from my new book,</i> EQ Applied: The Real-World Guide to Emotional Intelligence.<p>When Daniel Goleman published <i>Emotional Intelligence</i> in 1995, few had heard of the concept. The idea was primarily based on …

Emotional Intelligence

WAYNE YOUNG: Having a qualified person answer the phone — priceless

Call me old-fashioned, but I always appreciate when my first point of contact with a business is another human being, a person who answers my …

Acting is Key to Remembering Tasks

Researchers say acting out scenarios may help to improve prospective memory. Poor prospective memory, researchers report, may be an early indicator …

Cognitive Impairment

25 Customer Service Statistics Worth Thinking About

There are plenty of customer service statistics out there that prove how valuable it is. But, without that statistics, it’s easy to understand that …

Customer Experience

The 5-Hour Rule Used by Bill Gates, Jack Ma and Elon Musk

The most successful people on the planet are also the people likeliest to devote an hour a day to reading and learning.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>You just walked in the door from an exhausting day at work. You’re hungry and spent, just wanting to catch your breath …

Bill Gates

4 Questions Emotionally Intelligent Leaders Ask in Difficult Situations

Ask yourself what you'd do in a tough situation.<p><b>Emotional intelligence is an important leadership skill in the workplace.</b>• <b><br>Leaders who are emotionally intelligent are able to open new lines of communication, create understanding, and help achieve common goals.</b>• <b><br>Learning to empathize with your employees</b> …

Emotional Intelligence

Your Leadership Training Is Probably a Waste of Money. Here's What's Missing.

Training effectiveness may be short-lived without the opportunity to follow through.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>As evolving technology increasingly changes the way we work, businesses are investing more and more into workplace training to ensure their employees …

Employee Engagement

Why 'Customer Experience' Doesn't Cut It

Customer Experience

Why Your Salespeople Need to Spend Time in Customer Service

You'll never learn more about what people want than you will by really, really listening to them.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>When I started running my own business, I did everything myself. I was in charge of sales, marketing, accounting, HR, customer service and …

Customer Service

Your Customers Still Want to Talk to a Human Being

The rise of the internet has opened up new possibilities for communicating, from emailing and blogging to mobile video chatting and exchanging GIFs over messaging apps. This digitization has not been limited to consumer interactions. Most businesses now communicate with their customers through …

How to Develop Empathy for Someone Who Annoys You

When someone you work with annoys you, it’s tempting to avoid the person as much as possible. But this isn’t always feasible and often only makes the situation worse. You’re better off cultivating some empathy. How can you do that with a colleague who rubs you the wrong way? How can you foster …

Why Ronald Reagan Believed If You Can't Handle Conflict, You Can't Lead

Peace is not absence of conflict, it is the ability to handle conflict by peaceful means - Reagan<p>I have worked with thousands of CEOs over the years in my advisory work and one thing that really stands out to me is how common it is to find leaders who don't know how to handle conflict. And while …

Use This Equation to Determine, Diagnose, and Repair Trust

<b>Anne Raimondi</b> was stumped. Two people she managed weren't getting along, and it was really impacting progress. In her private conversations with each …

Difficult People

How should you handle a co-worker who treats you like dirt? In this episode of HBR’s advice podcast Dear HBR:, co-hosts Alison Beard and Dan McGinn answer your questions with the help of Stanford management professor Bob Sutton, an expert in dealing with difficult people. They talk through what to …

How Emotional Intelligence Became a Key Leadership Skill

Anyone trying to come up to speed on emotional intelligence would have a pretty easy time of it since the concept is remarkably recent, and its …

Are You Socially Awkward? Use These 20 Tips To Help You Communicate with Confidence

Say goodbye to awkward and say hello to confident.<p>Not everyone has the ability to walk into any room, job interview, dinner party or public gathering and "own it."<p>If you struggle in social situations, here are 20 tips to help you become a more confident communicator.<p>Never forget, when in doubt, the …

Lack of soft skills holding IT pros back from getting hired, promoted

Communication and collaboration challenges are negatively impacting IT's work, but HR isn't offering more training.<p>Building a slide deck, pitch, or …

Human Resources

American Airlines employees getting training to de-escalate conflicts

Arguments, fights and meltdowns have been a part of commercial airline service for decades, but airborne conflicts have become viral internet sensations in the last few years, now that nearly every flier is armed with a smartphone and access to social media.<p>"It has changed the dynamics of what …

American Airlines

5 Masterful Ways That People With Emotional Intelligence Avoid Drama and Conflict

In a recent report, top human resources officers revealed that emotional intelligence will be a required job skill by the year 2020.<p>In a recent report, top human resources officers were asked to forecast the 10 job skills they feel will be an absolute requirement by the year 2020.<p>Coming in at …

Research Proves These 4 Defense Mechanisms Do More Harm Than Good to Your Career

Here's how a lack of maturity in your defense mechanisms could hurt you professionally.<p>Everyone has coping skills. We call them defense mechanisms. You need them. Especially, if you work in a place that has a lot of stress. Now, research shows the maturity level of our defense mechanisms can have a …

5 Soft Skills Every Entrepreneur Needs To Master (Otherwise Your Business Will Fail)

Soft skills are the most undervalued part of entrepreneurship.<p>Entrepreneurs love to live in the clouds.<p>It's so much easier to talk about the big vision, the grand achievement, the cliche mantras that those who have already achieved "success" claim inevitably ladder up to a massively successful …

Demand for people skills is growing faster than demand for STEM skills

Advances in digital technology are changing the world of work. It has been estimated that more than 40% of human workers will be replaced by robots. …

Emotional intelligence: why it matters and how to teach it

Teaching young people skills such as active listening, self-awareness and empathy can equip them to succeed both academically and socially<p>In our work with schools, it’s now commonplace for us to hear those in education talking about helping students (and staff) develop their emotional intelligence. …

Emotional Intelligence

Why the customer experience function should now be in control of the brand

Traditionally, marketing has operated on the premise that brands are messages to be communicated and broadcast. Yet consumers experience a service …

Fear and Performance