Putting your processes on the back burner is burning your team out. Here's how.

Plus, how to resolve two types of workplace conflict and a fan-favorite feature that's back from the dead.

Welcome to The Manual Weekly – LI Edition, the can’t-miss newsletter for business leaders. You’ll find snackable bits of news highlighting emerging trends, actionable resources, and proven best practices that can help take your business to the next level.

This week’s must-reads:

• Are customer escalations derailing your day? Here's your action plan.
• How to smooth sail toward better teamwork (even in rocky waters).
• Drumroll, please! The feature you missed is back and better than ever.
• And dodging documentation? That's red flag energy.

Template of the week: Compensation Escalation Process

Customer escalations can hit like a freight train — fast, intense, and sometimes steaming out the ears. But here’s the deal: with the right approach, you can quickly get things back on track.

Here’s how to handle frustrated customers with confidence:

• ?? Spot the energy shift: Customers are frustrated, impatient, or getting louder. If they keep repeating themselves, they don’t feel heard.
• ?? Learn to de-escalate in the first 60 seconds: Respond quickly. Listen — really listen. Show empathy. Communicate clearly so they know what’s next.
• ?? Have your team's back: See a tough situation brewing? Step in. If things get overwhelming, mediate. A happy team is a happy customer.?

?? Get ahead of escalations with a clear plan. Grab our?Customer Escalation Process Template for step-by-step guidance on handling tough situations like a pro.

Check out our entire template archive of free and customizable policy, process, and role starters. New to Trainual? Get a demo.

Navigating team tension: A guide for managers

What costs $359B annually, affects 85% of employees, and drives 18% of people to quit? Workplace conflict, of course. Managing a team isn’t always smooth sailing — sometimes tensions arise when you least expect them.

When team dynamics get rocky, you’ve got two choices: let the tension simmer or tackle it head-on. The good news? With the right approach, you can turn workplace friction into a chance for real growth. Here’s your playbook:

• ?? Catch issues early: Don’t wait for blowups. Quick one-on-one check-ins can stop problems before they start.
• ??? Create a feedback-safe zone: Make it easy (and risk-free) for your team to speak up. Honest input leads to real solutions.
• ?? Bring the right people together: Host a focused convo where everyone’s perspective is heard — solutions only take shape from mutual understanding.
• ?? Follow through, not just follow up: A conversation won’t magically fix everything. Keep checking in — progress sticks when you stay committed.

With the right mix of action, empathy, and follow-through, you won’t just smooth over team challenges — you’ll build a squad that actually trusts, communicates, and collaborates like a dream.?

TRAINUAL TIPS & TRICKS

New(ish): How to make training look as good as it works

Back by popular demand: Side-by-side text and images! It’s about damn time.

That’s right — you can now put text and images in line with each other in up to three columns! Providing more customized spacing and layout options that are absolutely chef’s kiss.??

Seriously, think of the opportunities!?

?? Option 1: Line up blocks of text.

Show policies vs. real-world examples, a three-step process sequence, and more.

?? Option 2: Put images side by side.

Help learners visualize dos and don’ts, before and after comparisons, and so on.

?? Option 3: Mix and match!

Support text with images (and vice versa) to clarify instructions, takeaways, and more.

Click Insert > Columns at the top of any step to give it a try.?

?? Watch a quick overview of columns.

Not documenting your processes? Major red flag ??

Documentation may not seem like a priority. But ignoring it? That’s costing you time, money, and your team’s sanity. Here’s the deal: A solid document management system isn’t just a nice-to-have — it’s a must for maintaining efficiency and keeping things running smoothly.

On the fence? Check these stats:?

• ?? 97% of organizations lack strong digital document processes — talk about a 3% opportunity!
• ?? Remember that poll from last week? 80% of you said your teams spend unnecessary time searching for information instead of working — better documentation could change that.
• ?? Over 70% of teams say poor digital organization interferes with their ability to be effective. That's not just a productivity problem — it's a growth blocker.

?? Want your team to actually remember what they learn? Peep this article on How To Transform Processes into Enaging Employee Training and make training stick.