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Author: Melissa Dougherty

Case Study 2: How to Manage a Customer Service Rep with Poor Customer Service Skills

June 1, 2022June 1, 2022 Melissa DoughertyUncategorized
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Customer service can often become stressful and anxiety-inducing. But no matter how hard this task can be, customer service reps need to have focus and self-control — even when their customers don’t. The Challenge: How to teach Managers to use…

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Critical Thinking Case 1: How to Get Managers to Use Critical Thinking

May 26, 2022May 27, 2022 Melissa DoughertyUncategorized
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The Challenge: How to teach Managers to use critical thinking to solve a real-life issue such as, how to handle an incompetent employee. The Fix and Key Insights:      1. Tell a Story that Captures Their Attention To capture the…

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Ray Jimenez, PhD


Ray Jimenez, PhD
Chief Learning Architect
Recipient of “Innovations Award” from Training Magazine Founder: TrainingMagNetwork with 170,000 members, Situation Expert, Excite Webinars, Vignettes Learning Author: Workflow Learning 2019, Scenario-Based Learning (2015), Do-it-Yourself eLearning, (2017), 3-Minute eLearning (2011), Story Impacts (2012)

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