Learning & Development Is Broken!

According to the?2023 Training Industry Report,?most companies spend money on training tools and upskilling and reskilling business skills. But why? If the highest ROI is found in activities that directly enhance productivity and business outcomes, why aren't we investing in relationship development? Why isn't our highest investment priority on skills to discover what customers, employees, and partners expect, so we can act on those explicit expectations?

Can I get honest with you for a moment?

We do not know how to manage expectations: It’s surprising how many employees don’t know how to uncover what others expect from them in a relationship—whether with a client, a colleague, or a partner. We’re training them on tasks, goals, and targets, but are we showing them how to manage the relationships that actually make those targets achievable? I don’t think so. And that’s a massive oversight.

We don't know how to negotiate fairness and value: It’s not enough to focus on shareholder success—you have to think about the ecosystem of internal and external stakeholders across your business. But how often are employees taught to create opportunities where both sides win? Mutual value creation can't just be a buzzword we use when it benefits your profit margins. When you don’t equip employees to find these win-win moments, you build a shaky foundation that will eventually collapse. Lack of equity and reciprocity is not just bad for people; it's bad for business.

So, What Are We Getting Wrong?

• ROI Confusion: Many companies shy away from relationship-focused training because it doesn't immediately scream ROI. Yet relationship-focused skills consistently deliver ROIs on customer and employee acquisition, retention, enrichment, and advocacy. That’s ROI you can’t afford to ignore.
• Disconnected Strategies: Too often, I’ve seen L&D programs that don’t align with the broader business strategy. Training doesn’t match what the business actually needs. Relationship-building skills should be at the heart of any strategic L&D plan. If they’re not, you are missing the point.
• Over-Reliance on Hard Skills: Technical skills alone won’t save us. That is a strong thing to say amid this AI revolution, I know. But even though hard skills might get the job done, relationship skills make it sustainable. Incidentally, why do we call them "soft skills" when they have a more solid influence on revenue and productivity?

We Urgently Need Relationship-Focused Skills

If you think, “We’ll get to the soft skills eventually,” think again. The customers and employees you need to win and keep demand that you understand what it takes to be in a relationship with them. They expect more than just good transactions or even a great experience (sorry CX friends)—they expect meaningful relationships. They need you to show them you have the skills to define, manage, and negotiate relationship-focused value realization.

We are doing something about it. Join us in taking a different approach to learning and development that makes a direct, positive impact on your business growth.

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