The Infinite ROI of Talent Development

training development

“Training pays.”

Seth Godin says this in his recent article on “the infinite return on investment” of talent development and training. He provides this example:

Imagine a customer service rep. Fully costed out, it might cost $5 for this person to service a single customer by phone. An untrained rep doesn’t understand the product, or how to engage, or hasn’t been brought up to speed on your systems. As a result, the value delivered in the call is precisely zero (in fact it’s negative, because you’ve disappointed your customer).

On the other hand, the trained rep easily delivers $30 of brand value to the customer, at a cost, as stated, of $5. So, instead of zero value, there’s a profit to the brand of $25. A comparative ROI of infinity.

And of course, the untrained person doesn’t fall into this trap once. Instead, it happens over and over, many times a day.

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Daily Caller Quotes Wilson…Sort Of

Screen Shot 2016-01-29 at 9.03.38 AMWe appreciate it when we are contacted by the media to present our perspective on a topic, or when they quote from one of our articles. And while we appreciate the Daily Caller attempting to bring a wider audience to Phil’s latest Labor Relations Insight article on the impact of the Ambush Rule, it would be preferable for the author to read the article thoroughly, get the facts and numbers correct, and focus on the key point.

Hopefully, readers were industrious enough to click the link to read the actual article and understand the real story behind the “facts.”

Labor Relations INK January 2016

In this issue:

New Blood Operating Engineers Blackballs Employee CWA Throws In The Towel At IBM Mixed Media SEIU Watch, Sticky Fingers, Scoreboard, Insight and more…

The bottom of each story contains a link to the individual post on our site.

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Labor Relations Insight with Phil Wilson

The Real Impact of Ambush Elections

In just a couple of months we will have one year of experience under the NLRB’s ambush election rule making. This is one of the most significant changes in US labor law since… Ever. It has slashed the amount of time employees have to consider their decision about whether or not to choose representation. More important, it has fundamentally altered how decisions about who is included (and excluded) from bargaining are made.

But what are the actual “on the ground” differences? Let me start with the latest statistics. First, number of days till an election. Here is

Continue reading Labor Relations INK January 2016

Labor Relations Insight

by Phil Wilson

The Real Impact of Ambush Elections

In just a couple of months we will have one year of experience under the NLRB’s ambush election rule making. This is one of the most significant changes in US labor law since… Ever. It has slashed the amount of time employees have to consider their decision about whether or not to choose representation. More important, it has fundamentally altered how decisions about who is included (and excluded) from bargaining are made.

But what are the actual “on the ground” differences? Let me start with the latest statistics. First, number of days till an election. Here is what has happened since the rule went into effect:

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You can see from the chart, election periods are substantially faster since the rule went into effect. The

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Union Bailout Update

The NLRB has continued to move against mandatory arbitration provisions in employment contracts, and in fact, has been extraordinarily focused on the issue. In the last two months, the Board has decided twenty seven separate cases surrounding employment policies that prohibit workers from bringing collective legal actions. As board Chairman Mark Pearce clarified in the Solar City case, “The board made it clear an employer may lawfully maintain an arbitration agreement that requires arbitral proceedings to be conducted individually, but only so long as the employer leaves open a judicial forum for class and collective claims.”

The Board is at odds with the Fifth Circuit court, which ruled in Murphy Oil in October, 2016, that the Federal Arbitration Act trumps the NLRA. The Board viewed the Fifth Circuit’s decision as based on a misunderstanding of the right at stake, and appears to be working to push the issue

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New Blood

bela-lugosi-dracula-ftrUnions are getting creative in their attempt to stem their declining membership roles. While they still have not made inroads in some of their recent high-profile targets, such as big box retail stores and fast food restaurants, they have found some new blood in some interesting places.

A handful of notable digital media companies succumbed to organizing pressure last year. Although print newspapers have been churning out union members for decades, the move into the world of online media is recent.

Tech company shuttle drives in the San Francisco Bay area and bike share companies across the country have begun to migrate into the union fold as well. Although small, these first three groups all represent the young, hip and tech savvy. The trend might be worth

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Mixed Media

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Arianna Huffington has publicly supported her employees’ right to organize since negotiations around their eligibility first began in October 2015. In a letter to staff earlier this month, Huffington Post management announced that they have reached an agreement with the Writers Guild of America, East (WGEA) to voluntarily recognize the union, pending a count of signed authorization cards. Perhaps HuffPost will have better luck than Al Jazeera.

Two weeks ago, Al Jazeera America CEO, Al Anstey, announced that the company will be closing its doors on April 30.

“[O]ur business model is simply not sustainable in light of the economic challenges in the U.S. media marketplace,” Anstey told staff in a memo.

This comes just months after staff members of the digital newsroom voted to unionize under the News Guild of New York (CWA).

Operating Engineers Blackballs Employee

iuoe-webWhat would you expect would happen to a union member who criticizes union management and files a discrimination suit with the Equal Employment Opportunity Commission? Well no – she didn’t suffer the same fate as Jimmy Hoffa.  However, her name was deleted from the work-eligible hiring list at the union hall and the union refused to stamp her unemployment book. Fair representation at its finest.

Right To Work Fallout

2000px-United_States_Fallout_Shelter_Sign.svgOn the Right To Work front, legislation was introduced in Ohio to make that state the 26th to enact a right to work law. It is unclear how much support there is this early in the process. Such legislation has been introduced before, and Governor John Kasich has stated that he doesn’t believe his state needs a right to work bill.

In the public sector, the Friedrichs case continues to threaten forced dues paying in California’s teachers unions, with ramifications for all public sector unions. Michigan teachers’ unions have already experienced the loss of members and dues associated with the enactment of right to work laws, but the ramifications from the Friedrichs case could extend beyond state boundaries.

Meanwhile, at least one union in Michigan has resolved that it

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CWA Throws In The Towel At IBM

After 16 years, the Communication Workers of America are “suspending” their efforts to make a union shop of IBM. The CWA local, dubbed Alliance@IBM, had 400 dues-paying members at its peak. Now they sit at about 200. IBM is estimated to have about 71,000 U.S. employees.

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