Frontline Innovators

Learning and Developing - Frontline Innovators - Episode # 079

June 10, 2022

Erica Keener is the Learning Performance Designer for Skyllful. She sees how important communication is and how to change a “us vs them” mentality to a team oriented one. Originally, Erica was in the clinical medicine industry but switched over to an administrative side and found that she really loved onboarding employees and teaching others to be excited about their work. Eric joins host Justin Lake to talk about some of the challenges facing frontline workers and how we can empower them.




  • The biggest challenge facing deskless workers today is balancing the need for autonomy with a potential lack of communication.
  • Frontline workers have to be able to make decisions without a lot of guidance and that causes a rift between frontline workers and those in the office. 
  • Learning and development helps employees to understand their goals and find the best and most efficient ways to achieve them.
  • When managing a project, you want to mitigate risks as that will bring a better result and yield a hiring return.
  • Lack of communication and accountability are big factors when trying to implement new technology for deskless workers. 
  • You need to have a unified concept and message at all levels when trying to implement change or new technology. If they are all different messages or concepts it gets muddied and makes it confusing. 
  • It’s easier to abandon the change and what it’s supposed to be rather than unifying the team, but that doesn’t make it right. It’s better to do the harder right and get everyone on the same page than the easier wrong.

Quote of the show


31:26 “Essential workers need essential leaders.”


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