Training Impact Podcast

8. Soft Skills, Real Impact: The Vertus Approach to Conflict Resolution

In this powerful and thought-provoking episode of the Training Impact Podcast, host Jeff Walter sits down with Rubens Tilkian—trial lawyer, master coach, mediator, and founder of Vertus Conflict Solutions. With over 70,000 resolved agreements and more than 550 professionals trained, Rubens brings deep experience and personal insight into one of the most overlooked elements of organizational success: conflict resolution through proactive training.
Rubens begins by reflecting on his legal background in Brazil, where even courtroom victories often left clients emotionally unsatisfied. This disconnect led him to an important realization: true resolution is not about winning a case, but about restoring agency to those involved. That insight became the foundation of Vertus, a Miami-based firm focused on preventing and resolving conflict before it disrupts teams, partnerships, and productivity.
Rubens emphasizes that Vertus is more than a mediation service—it’s a proactive training organization that equips people with the emotional intelligence, communication tools, and self-awareness to manage interpersonal dynamics before they spiral. Whether in franchise systems, family businesses, or corporate teams, Vertus helps organizations identify conflict patterns early and train against them with precision.
A central theme of the episode is the underinvestment in soft skills. Rubens shares that while 93% of employers value communication and emotional intelligence, only 35% invest in related training. The consequences? High turnover, siloed departments, and culture breakdowns. Together, Jeff and Rubens advocate for reframing soft skills as *strategic capabilities*—ones that drive retention, engagement, and business results when given proper attention.
Rubens explains that at the heart of conflict resolution is self-awareness. From personal dissatisfaction to interdepartmental friction, people often carry unspoken assumptions, unprocessed emotions, and unproductive habits. Traditional HR mediation fails because employees rarely feel safe enough to speak truthfully. Vertus offers third-party facilitation in a psychologically secure setting—one where real breakthroughs happen.
Through diagnostics, interviews, and tailored workshops, Vertus helps organizations tackle common pain points like low productivity, misaligned teams, and poor communication. Their training goes beyond theory and into practice, using tools such as the Enneagram and structured behavior feedback to create long-term transformation.
Among the firm’s training offerings:
Turning Conflicts into Opportunities – A foundational course focusing on self-awareness and the root causes of conflict.Navigating Life Conflicts – Builds on emotional regulation and helps participants develop practical communication skills.Mastering Negotiation – Prepares professionals for real-world negotiation, whether internal or external.Rewriting the Script of Your Life – A personal development journey that links emotional insight to career and relationship goals.
Rubens also shares his personal journey of rebuilding Vertus in the U.S. after a successful legal career in Brazil. His story of professional reinvention speaks volumes about the resilience and adaptability his training encourages in others. It’s a message Jeff connects to deeply, reinforcing the core mission of the Training Impact Podcast: to position training—particularly partner and program-level training—as a lever for long-term business success.
The episode ends with a powerful call to action. Conflict shouldn’t be addressed only in crisis. Like safety, ethics, or cybersecurity, conflict resolution should be an ongoing discipline woven into the fabric of the business. Training for it isn’t a luxury—it’s essential infrastructure for human-centered growth.
Whether you're a franchisor, HR leader, executive coach, or team manager, this episode delivers insight into why emotional intelligence, self-awareness, and structured communication aren’t optional—they’re transformative. And Vertus Conflict Solutions offers a compelling model to make that transformation real.
Connect with Rubens Tilkian of Vertus Conflict SolutionsInstagram: @rubenstilkian and @Vertus.usaLinkedIn: www.linkedin.com/in/rubenstilkianWebsite: https://iVertus.com.br/en/WhatsApp (786) 913-1033

7. IFA World Franchise Show: Turn Your Franchise Training into a Strategic Asset

In this powerful episode of the Training Impact Podcast, we spotlight Jeff Walter, Founder and CEO of LatitudeLearning, and his thought-provoking session at the 2025 IFA World Franchise Show. With over 20 years in Learning and Development, Walter brings clarity and urgency to a message franchisors need to hear: franchise training isn’t just a necessity—it’s a strategic weapon.
Walter opens by challenging the conventional belief that training is simply a cost of doing business. He explains how many executive teams instinctively fund sales, marketing, and product development as strategic investments while relegating training to operational overhead. His argument is simple but compelling: training should earn its place as a strategic priority by delivering measurable return on investment. When training impacts revenue, profitability, retention, and efficiency, it stops being a checkbox and starts becoming a catalyst for growth.
Throughout the episode, Walter walks us through the deeper benefits of a well-structured training program. From creating consistent customer experiences across locations to boosting loyalty, minimizing employee turnover, and increasing operational efficiency, he makes the case that great training doesn’t just support performance—it multiplies it.
But strategy needs structure. That’s where Walter’s Training Program Roadmap comes in. This five-stage maturity model helps franchisors understand where their training programs are today—and how to evolve them. From informal, self-directed learning all the way to full alignment with organizational KPIs, Walter outlines the journey clearly. He emphasizes the importance of moving beyond static content and embracing role-based, blended learning solutions that drive behavior change and skill development.
Listeners will also hear about one of the most common breakdowns in franchise systems: the disconnect between solid onboarding and underdeveloped ongoing employee training. Walter explains how franchisees, often left to their own devices, lack the structure and support needed to deliver effective training to new hires. The result is inconsistency, low retention, and missed opportunities for performance improvement.
To address this, Walter shares a detailed case study from a power sports franchise that successfully built a scalable training program. With a mix of self-paced eLearning and instructor-led sessions, tiered certifications, and performance-linked incentives, the franchise saw dramatic improvements in both engagement and operational outcomes. Perhaps most importantly, they used Net Promoter Score (NPS) as a straightforward, actionable KPI to gauge training effectiveness.
For emerging franchisors, Walter offers a phased roadmap to build and scale training alongside business growth. He explains what to prioritize from the first 10 units up to 100+ and beyond. As brands grow, the need for automation, certification tracking, and even advanced technologies like AI-powered coaching and simulation becomes critical. Walter emphasizes how these tools are no longer out of reach—they’re now practical investments for scaling franchise learning without sacrificing quality.
Walter closes the episode with a clear message for L&D leaders: speak the language of executives. Show how training connects directly to business goals. Demonstrate impact. When you do that, training stops being seen as overhead and starts earning serious investment and strategic attention.
Whether you’re a franchise exec, L&D lead, or business owner navigating scale, this episode is a masterclass in rethinking how training drives enterprise value.
And don’t forget—listeners can access additional resources, best practices, and implementation frameworks mentioned in the episode through the QR codes and links provided.
Tune in and discover how to turn your franchise training into the strategic asset your business

6. The Core Difference: Partner vs. Employee Training Explained

In this unique episode of the Training Impact Podcast, Jeff Walter takes listeners on a reflective hike through the woods of Northern Michigan to answer a deceptively simple question: What makes partner training different from employee training? What begins as a casual query from a colleague unfolds into an in-depth comparison that explores the core design, objectives, and administration of two fundamentally different learning models.
Walter emphasizes the key distinction—focus. Employee training is inherently individual-centric, designed around onboarding, compliance, and career development. It presumes an established organizational structure where learners' roles, responsibilities, and reporting lines are well-known. Managers drive accountability, and learners’ progress is tracked through integrated HR systems. Employee training often relies on horizontal content—standardized modules that cover generic skills like communication, software use, or customer service, frequently sourced from third-party providers.
In contrast, partner training is organizationally focused. It targets independent businesses—dealers, resellers, service providers—whose employees need the skills to sell, service, or use a company’s products effectively. These learners exist outside the direct employment structure, and as such, the training platform must support nuanced partner models, brand-specific content, and location-based certification tracking.
Walter explains how partner training demands a system capable of managing thousands of partner locations, each with distinct hierarchies, product lines, and training needs. Success is measured not by individual completion, but by whether a location can be deemed a “certified partner”—defined by a matrix of certified individuals across sales, service, and management roles.
The discussion also highlights the motivational differences. Employees are often compelled by job requirements, while partners require incentives—discounts, bonuses, recognition—to prioritize learning. Certification thus becomes central, serving as both a credential and a condition for enhanced partnership benefits.
Access management is another vital distinction. While employee systems rely on HR integration for user creation, partner platforms must support self-registration, partner approvals, and automation to avoid administrative bottlenecks. Similarly, learners may wear multiple hats—a necessity for small businesses where one person might be a technician, sales rep, and service manager. An effective LMS must allow for such role fluidity.
Finally, Walter stresses content creation. Partner training often demands proprietary, brand-specific materials that cannot be sourced from generic course providers. This means organizations must own the content development lifecycle to ensure accuracy and relevance.
In summary, this episode unpacks how partner training requires a fundamentally different learning architecture—one centered on organizations, certifications, scalability, and flexibility. Walter uses this hiking meditation to underscore why the LatitudeLearning LMS is purpose-built for partner learning, not just an adaptation of employee-based models.
This thoughtful walk through the complexities of extended enterprise training leaves listeners with a clear understanding of why purpose-built solutions matter—and how a well-designed partner training program can drive performance across the value chain.
 
Chapters
00:00 Exploring Training Programs: Employee vs. Partner
05:18 Understanding Employee Training Programs
09:40 Diving into Partner Training Programs
14:32 Incentives and Engagement in Partner Training
18:01 User Management in Training Programs
22:55 Key Differences in Training Focus

5. How Emerging Franchisors can Scale Training for Growth: A Blended Learning Blueprint

In this episode of the Training Impact podcast, Jeff Walter, CEO of LatitudeLearning, shared insights from his time at the IFA World Franchise Show in Miami. A recurring concern among attendees—particularly emerging franchisors with 10 to 50 locations—was the challenge of scaling their franchise training programs. While many new franchisors provide robust, instructor-led onboarding for new franchisees, these methods quickly become unsustainable as the network grows.
Typically, the onboarding process for new franchisees includes several weeks of hands-on training at corporate headquarters, followed by field experience at an operating location. While this traditional, immersive model is effective in developing initial skills and business acumen, it is also resource-heavy. The strain intensifies when the same training team is expected to support multiple new sites, provide on-location launch assistance, and revisit locations for ongoing employee training. As new employees are added, most franchisors rely on a train-the-trainer approach that often lacks sufficient structure or support, leading to inconsistent training outcomes and higher employee turnover.
To overcome these limitations, Walter advocates for a shift to blended learning—a combination of self-paced digital modules and targeted instructor-led sessions. He outlines a two-phase transformation approach that begins with onboarding and extends to ongoing employee training.
For onboarding, the strategy is to leverage self-paced courses for foundational knowledge—covering topics such as brand values, service standards, P&L management, and operational protocols—before franchisees ever step foot in a training facility. By front-loading this content, the valuable in-person time can focus on interactive, scenario-based skill development. This approach not only shortens the duration of on-site instruction but also enriches it, as learners arrive with context, questions, and a solid knowledge base.
The same e-learning materials developed for franchisee onboarding can then be repurposed for ongoing franchise employee training. Walter recommends deploying these modules via a learning management system (LMS) to provide structure, track progress, and conduct assessments. This allows new hires to learn at their own pace and ensures message consistency—an essential factor since these frontline workers directly represent the brand to customers.
Certification becomes a key element in the blended learning model. Franchise employees can earn certifications such as "Certified Sales Associate" or "Certified Store Manager" through a mix of assessments and practical application. These certifications serve not just as knowledge benchmarks, but also as motivational tools when tied to tangible incentives like diplomas, monetary rewards, or recognition in company channels.
As franchisors scale beyond 100 units, Walter encourages adding location-based certifications. For example, a "Certified Franchise Location" might require a specific percentage of staff to hold individual certifications. Incentivizing franchisees to meet these standards—perhaps through reduced training costs or rebates—reinforces accountability and quality.
Walter also touches on the future of training scalability through skill development technologies. With advancements in AI and virtual reality, practices such as coaching and simulation-based learning—once limited by cost and instructor availability—can now be made accessible to frontline workers at scale. Scenarios like handling a difficult customer or demonstrating product knowledge can be simulated in low-cost, high-impact digital environments.
The benefits of scaling franchise training through blended learning are significant. A consistent training experience leads to better brand representation, operational efficiency, and employee retention. Walter cites studies showing that lack of training is one of the top reasons new employees leave within 30 days—and again within the first year. A strong training program reduces this churn and boosts performance at both individual and organizational levels.
In closing, Walter emphasizes that the journey from fledgling franchisor to scalable enterprise begins with evolving the training model. By investing early in blended learning infrastructure and leveraging LMS capabilities, franchisors can build a training ecosystem that scales sustainably, supports brand consistency, and drives profitability across the network.
This episode not only provided practical steps but also set a strategic framework for any franchisor looking to grow efficiently without sacrificing training quality. As Walter notes, effective training doesn’t just empower franchisees and their teams—it builds the foundation for long-term brand success.
 
Chapters
00:00 Emerging Challenges in Franchise Training
08:09 Transitioning to Blended Learning Models
20:03 Scaling and Certifying Franchise Training Programs

4. The Five Stages of Training Program Evolution: A Roadmap to High-Impact Learning

In a recent episode of the Training Impact Podcast, host Jeff Walter breaks down a strategic framework called the Training Program Roadmap, a five-stage model that illustrates how organizations can evolve their training programs to significantly increase impact and return on investment (ROI). Drawing from years of implementation experience with LatitudeLearning and other platforms, Jeff shares how training programs can grow from basic to transformational by adopting best practices at each stage.
The roadmap begins at Stage 1: Self-Directed Learning, where learners voluntarily access content like courses and videos without mandatory assignments. These programs rely heavily on learner motivation and offer minimal structure. While they can be empowering, they tend to deliver modest ROI due to inconsistent engagement. Best practices at this level include offering comprehensive training resources, leveraging blended learning, using a learning management system (LMS), updating content regularly, and gathering learner feedback. Incentives like recognition and rewards can help drive participation.
Progressing to Stage 2: Knowledge Acquisition, the focus shifts to ensuring that learners attain a baseline understanding of key topics. This stage introduces structure through assigned training and assessments. Certification programs are a hallmark here, particularly for external learners like partners or resellers. Best practices include defining role-based certifications, using pre-assessments to streamline learning, and incorporating manager feedback to validate knowledge transfer. Organizations begin to measure success not just by enrollments but by certifications achieved and knowledge consistency across roles.
Stage 3: Skill Development builds upon knowledge acquisition by equipping learners with the ability to perform specific tasks. This hands-on stage emphasizes regular practice, coaching, and mentoring. It introduces skill profiles that define the required competencies for each role, along with assigned skill levels and partner skill objectives. Effective skill assessments are critical here. Jeff notes that technology like AI, AR, and VR is starting to revolutionize how skills are practiced and measured. Forums and peer interaction further enrich the learning experience. Incentivizing skills development and tracking skill-level achievements become central metrics for program success.
At Stage 4: Individual Performance, the training program aligns directly with business outcomes by integrating key performance indicators (KPIs) into learning objectives. Learners must not only demonstrate knowledge and skills but also show measurable performance improvements in areas like sales, customer satisfaction, or repair accuracy. Jeff emphasizes the importance of discriminant analysis—a method to correlate training interventions with performance data. Best practices include assigning KPI-linked training, setting clear performance goals, and selecting an LMS that supports performance data integration. The primary success metric shifts to individual impact, showing how training drives real-world results.
Finally, Stage 5: Organizational Performance focuses on optimizing entire teams or partner organizations. This stage takes the same performance-based approach used at the individual level and applies it across organizational units, particularly in extended enterprise environments. By integrating partner KPIs with training data, companies can perform discriminant analysis across organizations to identify high-performing partners and replicate their success. The goal is to establish optimal staffing levels for trained personnel in each role, align training with business objectives, and incentivize partner performance. Success is measured by tangible improvements in partner outcomes such as sales, efficiency, and service quality.
Throughout the episode, Jeff stresses that most organizations currently operate in the early stages—self-directed or knowledge acquisition—and that few have implemented full KPI integration or performance analysis. He encourages learning leaders to use the roadmap as a self-assessment tool, identifying which best practices are in place and which need to be adopted to evolve to the next level. The journey doesn’t require a complete overhaul—just incremental improvements built on a clear strategy.
The Training Program Roadmap offers a structured yet flexible path for learning and development professionals looking to increase the effectiveness and ROI of their programs. Whether your organization is just starting or aiming to optimize a global partner network, following the roadmap’s stages and best practices can transform training into a powerful driver of business success.
Chapters
00:00 Introduction to Training Challenges
01:37 The Training Program Roadmap
05:14 Stage One: Self-Directed Programs
10:55 Stage Two: Knowledge Acquisition Programs
21:31 Stage Three: Skill Development Programs
29:26 Stage Four: Individual Performance
37:09 Stage Five: Organizational Performance
 
Link: https://www.latitudelearning.com/training-program-roadmap/

3. The 7 Artificial Intelligence Use Cases for Learning and Development

In a recent episode of the Training Impact Podcast, Jeff Walter, founder and CEO of LatitudeLearning, explores the transformative potential of artificial intelligence (AI) in the learning and development (L&D) industry. Drawing historical parallels to past technological revolutions such as steam power, electricity, the internet, and personal computing, Walter sets the stage for AI as the next major wave poised to reshape all facets of life—including education and workforce development.
Understanding AI's Trajectory
Walter cautions that like all past revolutions, the current wave of AI is accompanied by overhyped expectations and potential setbacks. However, its long-term implications are undeniable. As with the internet, which fundamentally altered commerce and communication, AI will redefine how learning is delivered and consumed. Walter suggests that rather than fearing AI, L&D professionals should focus on the practical applications emerging today while maintaining a cautious and strategic approach.
Seven High-Impact AI Use Cases in Learning & Development
Chatbot Support AI-driven chatbots can revolutionize job aids and learner support by offering instant answers based on a curated body of knowledge. Instead of scouring internet sources, learners interact with bots trained on specific internal data. Walter emphasizes the importance of controlling the knowledge base to ensure consistency and accuracy. At LatitudeLearning, chatbots are already assisting administrators, with plans to extend this functionality to clients.
Content Creation AI is dramatically increasing productivity in content creation. Tools now embed AI to help draft courses and learning materials, especially beneficial for custom, company-specific training content. This is a game-changer for organizations that previously found content development too niche or expensive. AI allows creators to maintain control while enhancing efficiency, whether through text generation, multimedia content, or videos via tools like Synthesia.
Assessment Generation Creating high-quality assessments is time-intensive and often deprioritized. Generative AI now helps craft comprehensive tests with well-constructed distractors and meaningful evaluations. Walter envisions a future where assessments might precede training to pinpoint knowledge gaps, ensuring learners only train on what they don’t already know. Though still in development, this shift could lead to more efficient and targeted learning.
Role Playing for Skill Development Walter highlights the difference between knowledge acquisition and skill development using the analogy of a driving test (written vs. road test). While L&D has excelled at knowledge training, AI is enabling scalable role-playing simulations that mimic real-world interactions. Learners engage with AI avatars that respond dynamically and evaluate performance using predefined rubrics. This supports development of soft skills like interviewing, sales, and conflict resolution.
Simulation for Hard Skills While simulations have long existed in high-stakes environments like aviation, their prohibitive cost limited broader adoption. AI-driven tools are now slashing development costs, potentially bringing simulations to industries like automotive repair or surgical training. These advancements will make it economically feasible to deliver high-quality, hands-on technical training in diverse environments.
Advanced Analytics A persistent challenge in L&D is demonstrating return on investment. Traditional statistical methods are complex and often underutilized. AI can automate multivariate analysis, revealing which training programs impact performance metrics. This not only validates L&D investments but also elevates the strategic role of training by tying it directly to business outcomes.
Individualized Learning Plans Building on analytics, AI can tailor learning paths at the individual level. By analyzing a learner’s background, role, assessments, and performance data, AI creates a personalized development plan. Though still nascent, some Fortune 500 companies are already implementing this approach to align training with career aspirations and job performance.
Implementation Considerations and Final Thoughts
Walter advises L&D professionals to take a measured approach to AI adoption. High-stakes training environments should be particularly cautious, especially when AI generates outputs without human review. Use cases like content creation and assessment generation allow for human oversight and control, while real-time applications like chatbots and role playing demand robust knowledge management and ethical safeguards.
He emphasizes the importance of starting small, experimenting, and learning how to best integrate AI tools into existing systems. By doing so, organizations can benefit from increased productivity and effectiveness without risking quality or learner trust.
Conclusion
AI is more than a trend—it's a foundational shift in how learning is designed and delivered. With thoughtful application, AI has the potential to significantly enhance training impact across industries. Whether it’s through chat support, simulations, or personalized learning plans, Jeff Walter envisions a future where L&D professionals harness AI to drive efficiency, effectiveness, and engagement. The key, he stresses, is to walk before you run—adopt AI carefully, control its inputs, and always ensure a human touch in high-impact learning environments.
 
Chapters00:00 The AI Revolution in Learning and Development03:03 Chatbot Support: Enhancing Learning Experiences05:54 Content Creation: Boosting Productivity with AI08:51 Assessment Creation: Improving Knowledge Evaluation11:46 Role Playing: Developing Soft Skills with AI17:03 Simulation: Cost-Effective Skill Development20:02 Analytics: Proving Training Impact22:53 Individualized Learning Plans: Tailoring Education with AI

2. Transform Your Training Program into a Strategic Asset

In the premiere episode of the Training Impact podcast, Jeff Walter, CEO of LatitudeLearning, breaks down how learning and development professionals can elevate their training programs into true strategic investments. At the heart of the episode is a challenge that many face: despite knowing the value of knowledge, L&D teams often struggle to secure executive buy-in and budgets. The key to reversing this trend? Understanding how executives think.
Executives categorize resources into two buckets: costs of doing business and strategic investments. Costs—such as accounting or legal departments—are essential but not growth drivers. Strategic investments, like sales or product development, are expected to yield returns. If training is viewed as a mere cost, budgets will stay lean. But if it’s repositioned as a revenue driver, it earns a seat at the executive table.
To achieve this, training leaders must start with the end in mind: What business outcome do you want to influence? Whether it's improving customer service rep retention or boosting first-call resolution rates, identifying the measurable impact is step one. From there, L&D teams can map out who needs to be trained, what they need to know and do, and the obstacles to delivering that training—be it technology limitations, global distribution, or learner access.
Walter outlines five levels of training programs that align with increasing ROI:
Self-directed learning – Learners choose their path; impact is modest.
Knowledge acquisition – Ensures learners know the right material.
Skill development – Focuses on applying knowledge through coaching and practice.
Individual performance – Training is tied to personal KPIs.
Organizational performance – Programs align with company-wide goals and metrics.
Most companies operate in stages one or two, but the highest ROI comes as you move up. Don’t leap to stage five overnight. Instead, evolve gradually—first by validating knowledge acquisition, then layering in skills, performance data, and organizational alignment.
Execution hinges on ten essential training workstreams, ranging from configuring learners and content to managing assignments, progress tracking, and rewards. Particularly important is how success is measured. Going beyond course completions and satisfaction surveys, training should be evaluated based on impact. Ask: Are trained reps closing more calls? Are trained stores outperforming untrained ones?
One powerful approach is comparing performance between trained and untrained employees. This simple yet compelling narrative—demonstrating that trained staff drive better results—has a viral effect throughout an organization and strongly positions training as a growth enabler.
Walter closes with a real-world example: a franchise network undergoing bankruptcy used training levels as a deciding factor in which stores to retain. That’s the true mark of a strategic asset.
To move training from an afterthought to a driver of business success, L&D leaders must speak the language of impact. When training aligns with business goals and proves measurable ROI, it stops being a cost—and starts fueling growth.
 
Chapters00:00 Transforming Training Programs into Strategic Assets13:01 Planning and Implementing Effective Training Programs22:58 Measuring Impact and Continuous Improvement
Keywordstraining, strategic asset, executive mindset, resource allocation, training programs, business impact, performance measurement, continuous improvement, learning and development, ROI
 

1. Welcome to the Training Impact Podcast

The Training Impact Podcast is focused on partner training programs and how to maximize their impact on organizations. As an industry, we've done a lot of great work at the course level, figuring out how to use technologies to help students learn and how to develop skills. But there hasn't been a lot of focus on the program level, how to have a highly impactful program. 
And so that's the purpose of this podcast is we want to focus on the program level, how to develop a highly effective training programs. We've developed some frameworks I'll share with you over the different episodes. And I'll be interviewing a number of program directors that manage different training programs, learning about what they're trying to accomplish and some of the challenges they've faced developing those programs. And so it should be a fun ride. Thank you for joining me and thank you for listening.