Here is the April news. I had a great trip to the US but a nightmare plane ride back home. This month's E-News covers:
Asia HRD Congress 2007
Emotional Intelligence
Competency for Superior Performance
Evaluation: Moving beyond a programme based approach
Article - Does Employee Training Lead To Attrition?
SMR and Personal News
Asia HRD Congress 2007

We are getting close to Asia's number one HRD event - the Asia HRD Congress 2007. The event is back in Kuala Lumpur, Malaysia to coincide with the Visit Malaysia Year 2007. The Congress Committee has lined up some real impressive speakers with a great track record. To name a few - HRD legend Don Kirkpatrick, Techlearn guru Elliot Masie, Futurist Craig Rispin, Francis Estrada, President of Asian Institute of Management, Motivational Ambassador Dato' Haji Dr Mohd. Fadzillah Kamsah, Jim Kirkpatrick and an impressive list of over 45 speakers.

All Learn & Perform subscribers are entitled to a special 10% discount off the regular fees if registrations are received by 15th May, 2007. Please email inoka@hrdcongress.com to take advantage of this special offer.
Emotional Intelligence

I remember the statement EI is nothing more than bringing intelligence to your emotion. It is old fashioned psychological maturity, I did not see that on display from the customer service agents of the airline I chose to fly back from Los Angeles back to Kuala Lumpur. Passengers understood that an aircraft could be grounded due to technical reasons but never could understand the rudeness and lack of EI skills and communication. One passenger due to get back to Kuala Lumpur for his wedding in three days was told that the next available flight was only in a week. The aircraft could not be repaired and we were to stay at the Los Angeles Hilton without any news from the airline. The nightmare was the inability of the airline staff to emphatise and communicate. Well, I have offered the airline the services of David Cory, the EI specialist.

David Cory will be running the Accredited EQ Professional (AEQP) at Asia HRD Congress 2007. For more details and special discounts, please email karen@smrhrd.com.
Competency for Superior Performance

I had the opportunity to talk with Subra, our Vice President Consulting on the nightmare trip back to Malaysia. The good news was I got home but the bags never arrived. My discussions with Subra revolved around the leader in exceptional service Singapore Airlines. As a benchmark, I asked why is that Singapore Airlines is able to provide great experiences consistently and be the leader, while the airline that I travelled consistently lags behind despite having all the resources.

Subra unhesitatingly went straight to the Core Competencies required of a great airline, the behavioural and functional competencies of an effective Customer Service agent handling ground operations. The major issue according to him was not that a person is incompetent but the contradiction between a person's competencies and that of the position's required competencies. This is often the cause for poor performance. Superior Performance requires a Competency Matrix and a competency development approach. Subra will be running the Accredited Competency Professional (ACP) at Asia HRD Congress 2007. For more details and special discounts, please email karen@smrhrd.com.
Evaluation: Moving beyond a programme based approach

With Don and Jim at the helm of SMR USA, we are beginning to strengthen the Evaluation Practice. The goal is to offer evaluation consulting services that go beyond a programme based approach. Jim has extended the four level evaluation framework to go beyond the traditional isolationist approach. The goal is to link development with strategy. Don and Jim will be speaking at ASTD, Atlanta in June. SMR will also be having an exhibition stand, the first time we will be participating in the American Society for Training & Development International Conference & Expo.

We have developed an Evaluation white paper to be circulated at the conference. More interesting is the news that Jim Kirkpatrick will present the Accredited Evaluation Professional (AEVP) in conjunction with Asia HRD Congress 2007. For more details and special discounts, please email karen@smrhrd.com.
Article - Does Employee Training Lead To Attrition?

My article - 'Does Employee Training Lead to Attrition?' was published in the Performance Improvement journal (volume 46, issue 4, April 2007) by International Society for Performance Improvement (ISPI). Please click here to view the article.

Do feel free to view other free articles in the Freebies section of my website.
SMR and Personal News

Well, travels have ensured I missed my gym routine. I need to get started again. With an explosive growth, we are as always on the look out for consulting, training and technical resources. If any of you have the time and would like to contribute for a fair reasonable fee, we will welcome you to write to us - newsletter@smrhrd.com.

HRDPower™ Release 2 is scheduled for a June launch. Do visit www.hrdpower.com.

I look forward to meeting you at the Asia HRD Congress 2007.
Regards,
Palan
April 2007
Asia HRD Congress 2007
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