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Customer Services: The shore up and guidance provided by an organization to those populace who buy or use its products or services - AAA

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HR Metrics- Gary Dessler

- Absence Rate: [(Number of days absent in month) ÷ (Average number of employees during mo.) × (number of workdays)] × 100 - Cost per Hire: (Advertising + Agency Fees + Employee Referrals + Travel cost of applicants and staff + Relocation costs + Recruiter pay and benefits) ÷ Number of Hires - Health Care Costs per Employee: Total cost of health care ÷ Total Employees - HR Expense Factor: HR expense ÷ Total operating expense - Human Capital ROI: Revenue − (Operating Expense − [Compensation cost + Benefit cost]) ÷ (Compensation cost + Benefit cost) - Human Capital Value Added: Revenue − (Operating Expense − ([Compensation cost + Benefit Cost]) ÷ Total Number of FTE -Revenue Factor: Revenue ÷ Total Number of FTE -Time to fill: Total days elapsed to fill requisitions ÷ Number hired -Training Investment Factor: Total training cost ÷ Headcount -Turnover Costs: Cost to terminate + Cost per hire + Vacancy Cost + Learning curve loss -Turnover Rate: [N...
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The science of assessment

A skill is defined as the speed of accessing the subconscious memory to follow the instructions of the brain without any hindrance of the conscious brain to perform an activity is called a skill.                         There are two types of quotients that are crisp in a definition and separately measurable through basic gauges. One is the conscious brain and sends off the subconscious brain. IQ and EQ are quotients of the conscious brain.  The science of assessment lies in calibrating which quotients is you working on, to begin with. Knowledge sense or skill resides in totally different parts of the brain. Knowledge can only be tested through testing memory. Which schools do by taking exams. That's why kids are not functional human beings when they come out of school. Conscious Memory doesn't at all contribute to any skill. And mostly it's the skill part that...
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What skills and training would any of you deem essential for a trainer? I.e. qualifications, skills, training for a trainer, certifications, etc. (Maybe we can derive a general common list out of this)?

My personal opinion is that a trainer should be   strong in practicing empathy and problem solving skills so that they can identify and understand the 'actual problem that's there' and have a 'solution that's relevant to the participants and their reality'. This has always dictated my homework/preparation and content development process and has helped me create engagement during the sessions too even when my public speaking skills are 'just average' and I've seen more certified trainers and excellent public speakers struggling with engagement or/and staying relevant.  Companies mostly don't invest much in post training anchoring of   behavior change that in my opinion impacts the long term results. And without that I personally believe that no training can bring a behavior change in the long term.  There's an excellent book called 'know can do' on this that I would say all trainers must read.
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