Why it's so hard to resist tempation: Radio Lab's Story on Willpower and the Slacker Brain

The discussion of the relative weakness of the prefrontal cortex which governs willpower is a fascinating study and one with real implications for educators. Cognitive load is  easily maxed out and the first casualty is willpower?

Positive Interactions

http://www.jongordon.com/newsletter-012510-positiveinteractions.html

Love this suggestion to make daily rituals out of praising employees, going for a walk with your spouse, sharing positive stories.

Must DO!!!

Figuring Things Out

Nothing is as simple as we hope it will be.
- Jim Horning

Thinking about how to teach Call Center employees.

Knowledge -

• Bus. Purpose,
• mission
• Brand
• Who does What - LOBs lines of responsibility
  
• What's Your Job?
• Tools - you use to handle/ Triggers -> Send to Correct Resource.
  

• Customer Service
• Empathy
• Professionalism
• Ethics / Golden Rule

• What's a PA, SPP, Sales Check Info, warranty, claim, case, escalation?
  

• Cause / Effect Classification - Category / Reason