Zion Tech Group

Tag: Staff

  • Best Practices for Training Help Desk Staff

    Best Practices for Training Help Desk Staff


    Training help desk staff is a crucial component of any successful customer service operation. When your help desk staff are well-trained and equipped to handle a wide range of customer inquiries and issues, your customers are more likely to have a positive experience with your company. In this article, we will discuss some best practices for training help desk staff to ensure they are prepared to provide top-notch customer service.

    1. Comprehensive training materials: When training help desk staff, it is important to provide them with comprehensive training materials that cover all aspects of their job responsibilities. This should include information on your company’s products and services, common customer inquiries and issues, troubleshooting procedures, and best practices for providing excellent customer service. By providing your help desk staff with a solid foundation of knowledge, they will be better equipped to assist customers effectively.

    2. Role-playing exercises: Role-playing exercises can be a valuable tool for training help desk staff. By simulating real-life customer interactions, help desk staff can practice their communication skills, problem-solving abilities, and conflict resolution techniques in a controlled environment. Role-playing exercises can help boost confidence and prepare help desk staff for a variety of customer scenarios they may encounter on the job.

    3. Ongoing training and development: Training should not be a one-time event for help desk staff. To ensure that they are consistently improving their skills and knowledge, it is important to provide ongoing training and development opportunities. This can include regular refresher courses, workshops on new products or services, and opportunities for help desk staff to shadow more experienced team members. By investing in the professional development of your help desk staff, you can ensure they are equipped to handle the evolving needs of your customers.

    4. Encourage feedback and communication: Communication is key in any customer service role, and this is especially true for help desk staff. Encourage open communication between help desk staff and their managers, as well as with customers. By creating a culture of feedback and transparency, help desk staff can learn from their experiences and continuously improve their performance. Regularly soliciting feedback from customers can also provide valuable insights into areas for improvement in the training and development of help desk staff.

    5. Provide resources and support: In addition to training, it is important to provide help desk staff with the resources and support they need to succeed. This can include access to a knowledge base, FAQs, and troubleshooting guides, as well as technical support from more experienced team members. By equipping help desk staff with the tools they need to do their job effectively, you can help them provide better customer service and enhance the overall customer experience.

    In conclusion, training help desk staff is essential for delivering exceptional customer service. By implementing best practices such as comprehensive training materials, role-playing exercises, ongoing training and development, encouraging feedback and communication, and providing resources and support, you can ensure that your help desk staff are well-prepared to handle customer inquiries and issues with professionalism and efficiency. Investing in the training and development of your help desk staff is an investment in the success of your customer service operation.

  • Best Practices for Training Help Desk Support Staff

    Best Practices for Training Help Desk Support Staff


    In today’s fast-paced business environment, having a well-trained and effective help desk support staff is crucial for ensuring smooth operations and customer satisfaction. Help desk support staff are often the first point of contact for customers seeking assistance with technical issues, so it is important that they are equipped with the necessary skills and knowledge to provide prompt and efficient support. Here are some best practices for training help desk support staff:

    1. Technical training: Help desk support staff should have a strong understanding of the technical systems and software they will be supporting. This includes training on troubleshooting techniques, common technical issues, and how to use help desk software and tools effectively. Regular training sessions on new technologies and software updates are also important to keep support staff up-to-date.

    2. Customer service training: In addition to technical skills, help desk support staff should also be trained in customer service best practices. This includes effective communication skills, empathy, and the ability to remain calm and professional in stressful situations. Training on how to handle difficult customers and resolve conflicts is also important for ensuring positive customer interactions.

    3. Role-playing exercises: Role-playing exercises can be a valuable training tool for help desk support staff. By simulating real-life customer scenarios, support staff can practice their problem-solving skills and communication techniques in a safe and controlled environment. This can help them gain confidence and improve their ability to handle a variety of customer situations.

    4. Continuous feedback and coaching: Training should not be a one-time event, but an ongoing process. Providing regular feedback and coaching to help desk support staff can help them identify areas for improvement and continue to develop their skills. Encouraging open communication and a culture of learning can also help support staff feel more engaged and motivated in their roles.

    5. Knowledge sharing: Encouraging knowledge sharing among help desk support staff can help build a stronger team and improve overall support capabilities. Creating a knowledge base or documentation system where staff can share tips, tricks, and solutions to common problems can help streamline support processes and ensure consistency in customer interactions.

    By following these best practices for training help desk support staff, organizations can ensure that their support team is well-equipped to provide effective and efficient assistance to customers. Investing in training and development for help desk support staff can ultimately lead to higher customer satisfaction, improved productivity, and a stronger overall reputation for the organization.

  • The Importance of Training for Help Desk Staff

    The Importance of Training for Help Desk Staff


    In today’s fast-paced business world, the role of help desk staff is more important than ever. These frontline employees are often the first point of contact for customers seeking assistance with technical issues, software glitches, or other problems. As such, it is crucial for help desk staff to be well-trained and equipped with the necessary skills to effectively address customer needs.

    Training for help desk staff is essential for a number of reasons. Firstly, it ensures that employees have a thorough understanding of the company’s products and services, as well as the technology they are supporting. This knowledge is crucial for helping customers troubleshoot issues and providing accurate and timely solutions.

    Additionally, proper training helps help desk staff develop strong communication and problem-solving skills. Dealing with frustrated or irate customers can be challenging, and having the ability to remain calm, empathetic, and patient is key to diffusing tense situations and providing excellent customer service. Training can also help employees develop critical thinking skills, enabling them to quickly assess and resolve complex technical issues.

    Furthermore, ongoing training is important for keeping help desk staff up-to-date on the latest technology trends and advancements. Technology is constantly evolving, and employees must stay current on new software updates, security threats, and best practices in order to effectively support customers. Regular training sessions and workshops can help employees stay informed and ensure that they are equipped to handle whatever challenges come their way.

    Ultimately, investing in training for help desk staff is an investment in the success of your business. Well-trained employees are more efficient, productive, and capable of providing top-notch customer service. By prioritizing training and development for your help desk staff, you can ensure that they have the skills and knowledge needed to effectively support your customers and contribute to the overall success of your organization.

  • How to Train Your Help Desk Staff for Success

    How to Train Your Help Desk Staff for Success


    Having a well-trained help desk staff is crucial for the success of any business. They are the frontline of customer support and play a key role in ensuring customer satisfaction and retention. Training your help desk staff effectively can lead to improved customer service, increased productivity, and a positive reputation for your company. Here are some tips on how to train your help desk staff for success:

    1. Provide comprehensive training materials: Make sure your help desk staff have access to training materials that cover all aspects of their job responsibilities. This could include manuals, online courses, videos, and hands-on training sessions. Ensure that the training materials are up-to-date and relevant to the current needs of your customers.

    2. Focus on technical skills: Help desk staff need to have a solid understanding of the technical aspects of your products or services in order to effectively troubleshoot and resolve customer issues. Provide training on the specific tools, software, and systems that your help desk staff will be using on a daily basis.

    3. Develop customer service skills: In addition to technical skills, it’s important for help desk staff to have strong customer service skills. Training should focus on effective communication, empathy, problem-solving, and conflict resolution. Role-playing exercises can be a valuable tool for developing these skills.

    4. Encourage ongoing learning: Technology is constantly evolving, so it’s important for help desk staff to stay up-to-date on the latest trends and developments in their field. Encourage ongoing learning through professional development opportunities, such as conferences, webinars, and certifications.

    5. Provide feedback and coaching: Regular feedback and coaching are essential for helping help desk staff improve their performance. Provide constructive feedback on a regular basis and offer coaching and support to help them address any areas for improvement.

    6. Foster a positive work environment: A positive work environment can help motivate help desk staff and improve morale. Encourage teamwork, collaboration, and recognition for a job well done. Providing a supportive work environment can help retain talented help desk staff and foster a culture of success.

    By investing in the training and development of your help desk staff, you can ensure they are well-equipped to handle customer inquiries and provide excellent service. Training your help desk staff for success will not only benefit your customers, but also your business as a whole. With well-trained help desk staff, you can build a reputation for exceptional customer service and drive success for your company.

  • Patriots QB Drake Maye Discusses New-Look Coaching Staff and the 2025 Season at the Pro Bowl Games


    Patriots quarterback Drake Maye checked in from the Pro Bowl with his first public comments on new head coach Mike Vrabel and offensive coordinator Josh McDaniels.

    Speaking to Sirius XM radio on Friday, the Pro Bowl alternate shared his excitement for the Patriots new-look coaching staff. In his introductory press conference, Vrabel said the Pats quarterback, who is down in Orlando this week at the Pro Bowl Games, was one reason he found the job in New England appealing, calling Maye a “young, dynamic quarterback.”

    During his radio interview at the 2025 Pro Bowl Games, Maye said that he’s already been in communication with his new head coach.

    “[Vrabel] reached out to me, and we got on the phone. He’s been awesome. Obviously, a guy who’s done it, played in the league, and won a Super Bowl,” Maye told Sirius XM. “You have a respect for what he’s done and seen what he’s done. I think the biggest thing is he’s been a head coach and knows what it’s like. So excited to get up to New England and get things going.”

    The 22-year-old starting quarterback was a late addition to the Pro Bowl roster following a promising rookie season. Maye finished his first season as the 17th-ranked quarterback in ESPN’s total QBR metric out of 32 qualified passers (58.6), slightly ahead of fellow rookie QB Bo Nix (56.9) and one spot below Jags QB Trevor Lawrence (59.3). The Pats QB threw for 2,276 passing yards with 17 total touchdowns in 12 starts as a rookie.

    Along with sharing his excitement for his new head coach, Maye was also asked about offensive coordinator Josh McDaniels returning to direct New England’s offense. With the Pats top brass spending the last week at the Senior Bowl in Mobile, Vrabel suggested that McDaniels will add “new trends” to his offense that will also cater the offense to Maye.

    “There’s been some growth from the offense over the years, and [McDaniels] has blended that with some of the new trends, but the foundation will remain the same,” Vrabel said. “We’re going to want to do things that maybe they didn’t do with previous quarterbacks here.”

    As the head coach stated, Maye has a different skill set than most of the quarterbacks that McDaniels has worked with previously. Mainly, the second-year QB is a dual threat, with the ability to stress defenses with his arm talent and mobility. The hope is that McDaniels will leverage all of Maye’s physical tools against opposing defenses, giving New England’s offense as many ways as possible to move the ball and score points.

    “Coach McDaniels, obviously what he’s done and the success he’s had, I’m fortunate to be able to have a guy come in who has done it at a high level and learn from him coaching one of the best ever – the best ever in my opinion — Tom [Brady],” Maye said of his new offensive coordinator.



    At the Pro Bowl Games, Patriots quarterback Drake Maye took some time to discuss the team’s new-look coaching staff and the upcoming 2025 season. Maye expressed excitement about working with the new coaches and the fresh perspective they bring to the team.

    “I’m really looking forward to working with our new coaching staff,” Maye said. “They bring a lot of energy and new ideas to the table, and I think it’s going to be a great opportunity for us to grow and improve as a team.”

    Maye also shared his thoughts on the upcoming 2025 season, expressing confidence in the team’s ability to compete at a high level.

    “We have a talented group of players and a strong team culture, so I think we have a lot of potential to have a successful season,” Maye said. “I’m excited to see what we can accomplish together.”

    As the Pro Bowl Games continue, Maye and the Patriots will be keeping a close eye on the offseason developments and preparing for the challenges and opportunities that lie ahead in the 2025 season. Stay tuned for more updates as the team gears up for another exciting year of football.

    Tags:

    1. Patriots QB Drake Maye
    2. New-Look Coaching Staff
    3. 2025 Season
    4. Pro Bowl Games
    5. NFL
    6. Football
    7. Drake Maye interview
    8. New England Patriots
    9. Coaching changes
    10. Pro Bowl update

    #Patriots #Drake #Maye #Discusses #NewLook #Coaching #Staff #Season #Pro #Bowl #Games

  • News Corp assures staff their data is secure despite Google AI opt-out issues — Capital Brief


    News Corp has assured staff that their emails and contacts remain secure in an internal memo that took aim at Google for omitting key information that thwarted News Corp’s attempt to opt out of the search giant’s artificial intelligence tool, Gemini.

    The memo puts News Corp — owner of Dow Jones and the Wall Street Journal, Harper Collins, The Sun, The Times of London, and other assets — among the largest known enterprise users of Google’s Workspace product, a competitor to Microsoft’s Office, to suffer issues with the search giant’s rollout of Gemini this month.

    David Kline, News Corp’s chief technology officer, told staff in a memo on Friday that the company had attempted to opt out of Gemini but was unsuccessful due to what he described as an “omission” by the Alphabet-owned company.

    Kline told News Corp’s 23,900 global employees, many of them journalists, that their data, including emails and contacts, had not been compromised and that Google Workspace remained safe to use.



    News Corp, one of the world’s largest media conglomerates, has assured its staff that their data is secure despite ongoing issues with Google’s artificial intelligence opt-out feature. In a recent Capital Brief, the company reiterated its commitment to protecting employee data and privacy in light of concerns raised by recent developments in the tech industry.

    Google’s AI opt-out feature, which allows users to prevent the company from collecting personal data for targeted advertising purposes, has been met with skepticism and criticism from privacy advocates. Some have raised concerns about the potential for data breaches and unauthorized access to sensitive information.

    In response to these concerns, News Corp has taken proactive measures to ensure the security of its employees’ data. The company has implemented strict security protocols and encryption measures to safeguard against potential threats. Additionally, News Corp has provided training and resources to help staff understand the importance of data privacy and the steps they can take to protect themselves online.

    Despite the challenges posed by Google’s AI opt-out feature, News Corp remains confident in its ability to keep employee data secure. The company is committed to upholding the highest standards of data protection and privacy, and will continue to monitor and address any potential risks that may arise.

    As the debate over data privacy and security continues to unfold, News Corp is taking a proactive and transparent approach to ensure the safety of its staff’s information. By prioritizing data security and privacy, the company is setting a positive example for others in the industry to follow.

    Tags:

    News Corp, data security, Google AI, opt-out issues, Capital Brief, staff assurance

    #News #Corp #assures #staff #data #secure #Google #optout #issues #Capital

  • David Shaw joining Detroit Lions staff as passing game coordinator




    The Detroit Lions have made a major addition to their coaching staff, as David Shaw has joined the team as passing game coordinator. Shaw, who previously served as the head coach at Stanford University, brings a wealth of experience and knowledge to the role.

    Shaw is widely regarded as one of the top offensive minds in football, and his expertise in developing quarterbacks and designing creative passing schemes will be a valuable asset to the Lions. With Shaw on board, the team is poised to take their passing game to the next level and help lead them to success in the upcoming season.

    Lions head coach Dan Campbell expressed his excitement about bringing Shaw on board, stating, “David Shaw is a proven winner and a brilliant offensive mind. I have no doubt that he will have a significant impact on our passing game and help us achieve our goals on the field.”

    Fans of the Lions can look forward to seeing Shaw’s influence on the team’s offense and the potential for a more dynamic and explosive passing attack in the upcoming season. With Shaw’s expertise in tow, the Lions are primed for success in the passing game and beyond.

    Tags:

    David Shaw, Detroit Lions, passing game coordinator, NFL, coaching staff, football, offensive strategy, Stanford, college football, sports news

    #David #Shaw #joining #Detroit #Lions #staff #passing #game #coordinator

  • David Shaw to join Detroit Lions coaching staff as passing game coordinator: Report


    The Detroit Lions are hiring Denver Broncos senior personnel executive David Shaw to Dan Campbell’s new-look 2025 coaching staff.

    Shaw will become the Lions‘ passing game coordinator, NFL Network reported Thursday night, under new offensive coordinator John Morton. Morton was the Broncos’ pass game coordinator the past two seasons after working with the Lions in 2022.

    Shaw, 52, was Stanford football’s head coach in 2011-22, going 96-54 with two Rose Bowl victories.

    Oct 8, 2022; Stanford, California, USA; Stanford Cardinal head coach David Shaw walks on the field before the game against the Oregon State Beavers at Stanford Stadium. Mandatory Credit: Darren Yamashita-USA TODAY SportsOct 8, 2022; Stanford, California, USA; Stanford Cardinal head coach David Shaw walks on the field before the game against the Oregon State Beavers at Stanford Stadium. Mandatory Credit: Darren Yamashita-USA TODAY Sports

    Oct 8, 2022; Stanford, California, USA; Stanford Cardinal head coach David Shaw walks on the field before the game against the Oregon State Beavers at Stanford Stadium. Mandatory Credit: Darren Yamashita-USA TODAY Sports

    Shaw was last an NFL coach in 2005, when he coached receivers with the Baltimore Ravens.

    Tanner Engstrand was the Lions’ pass game coordinator the past two seasons, but reportedly could join the New York Jets on Aaron Glenn’s staff.

    More: Lions offense with John Morton might not be amazing, but Dan Campbell won’t let it crash

    This story will be updated.

    This article originally appeared on Detroit Free Press: David Shaw joining Detroit Lions staff as passing game coordinator



    According to reports, David Shaw, the former head coach of the Stanford Cardinal football team, is set to join the Detroit Lions coaching staff as their passing game coordinator. Shaw brings with him a wealth of experience and knowledge of the game, having coached at the collegiate level for several years.

    This move is seen as a major coup for the Lions, who are looking to improve their passing game and develop their young quarterback. Shaw’s expertise and track record of success in developing quarterbacks make him a valuable addition to the coaching staff.

    Fans are excited to see how Shaw’s influence will impact the team’s offensive strategy and playcalling. With his guidance, the Lions’ passing game could see significant improvements in the upcoming season.

    Stay tuned for more updates as this story develops.

    Tags:

    1. David Shaw
    2. Detroit Lions
    3. Coaching staff
    4. Passing game coordinator
    5. NFL
    6. Football
    7. Sports news
    8. Head coach
    9. Stanford University
    10. NFL coaching staff

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  • Trump directs all federal DEI staff be put on leave and eventually laid off


    WASHINGTON (AP) — President Donald Trump’s administration has moved to end affirmative action in federal contracting and directed that all federal diversity, equity and inclusion staff be put on paid leave and eventually be laid off.

    The moves Tuesday follow an executive order Trump signed on his first day ordering a sweeping dismantling of the federal government’s diversity and inclusion programs that could touch on everything from anti-bias training to funding for minority farmers and homeowners. Trump has called the programs “discrimination” and insisted on restoring strictly “merit-based” hiring.

    The executive order on affirmative action revokes an order issued by President Lyndon Johnson, and curtails DEI programs by federal contractors and grant recipients. It’s using one of the key tools utilized by the Biden administration to promote DEI programs across the private sector — pushing their use by federal contractors — to now eradicate them.

    The Office of Personnel Management in a Tuesday memo directed agencies to place DEI office staffers on paid leave by 5 p.m. Wednesday and take down all public DEI-focused webpages by the same deadline. Several federal departments had removed the webpages even before the memorandum. Agencies must also cancel any DEI-related training and end any related contracts, and federal workers are being asked to report to Trump’s Office of Personnel Management if they suspect any DEI-related program has been renamed to obfuscate its purpose within 10 days or face “adverse consequences.”

    By Thursday, federal agencies are directed to compile a list of federal DEI offices and workers as of Election Day. By next Friday, they are expected to develop a plan to execute a “reduction-in-force action” against those federal workers.

    The memo was first reported by CBS News.

    The move comes after Monday’s executive order accused former President Joe Biden of forcing “discrimination” programs into “virtually all aspects of the federal government” through “diversity, equity and inclusion” programs, known as DEI.

    That step is the first salvo in an aggressive campaign to upend DEI efforts nationwide, including leveraging the Justice Department and other agencies to investigate private companies pursuing training and hiring practices that conservative critics consider discriminatory against non-minority groups such as white men.

    President Donald Trump’s administration moved Tuesday to end affirmative action in federal contracting and directed that all federal diversity, equity and inclusion staff be put on paid leave and eventually be laid off.

    The executive order picks up where Trump’s first administration left off: One of Trump’s final acts during his first term was an executive order banning federal agency contractors and recipients of federal funding from conducting anti-bias training that addressed concepts like systemic racism. Biden promptly rescinded that order on his first day in office and issued a pair of executive orders — now rescinded — outlining a plan to promote DEI throughout the federal government.

    While many changes may take months or even years to implement, Trump’s new anti-DEI agenda is more aggressive than his first and comes amid far more amenable terrain in the corporate world. Prominent companies from Walmart to Facebook have already scaled back or ended some of their diversity practices in response to Trump’s election and conservative-backed lawsuits against them.

    Here’s a look at some of the policies and programs that Trump will aim to dismantle:

    Diversity offices, training and accountability

    Trump’s order will immediately gut Biden’s wide-ranging effort to embed diversity and inclusion practices in the federal workforce, the nation’s largest at about 2.4 million people.

    Biden had mandated all agencies to develop a diversity plan, issue yearly progress reports, and contribute data for a government-wide dashboard to track demographic trends in hiring and promotions. The administration also set up a Chief Diversity Officers Council to oversee the implementation of the DEI plan. The government released its first DEI progress report in 2022 that included demographic data for the federal workforce, which is about 60% white and 55% male overall, and more than 75% white and more than 60% male at the senior executive level.

    Trump’s executive order will toss out equity plans developed by federal agencies and terminate any roles or offices dedicated to promoting diversity. It will include eliminating initiatives such as DEI-related training or diversity goals in performance reviews.

    Federal grant and benefits programs

    Trump’s order paves the way for an aggressive but bureaucratically complicated overhaul of billions of dollars in federal spending that conservative activists claim unfairly carve out preference for racial minorities and women.

    The order does not specify which programs it will target but mandates a government-wide review to ensure that contracts and grants are compliant with the Trump administration’s anti-DEI stance. It also proposes that the federal government settle ongoing lawsuits against federal programs that benefit historically underserved communities, including some that date back decades.

    Trump’s executive order is a “seismic shift and a complete change in the focus and direction of the federal government,” said Dan Lennington, deputy council for the conservative Wisconsin Institute for Law & Liberty, which has pursued several lawsuits against federal programs. The institute recently released an influential report listing dozens of programs the Trump administration should consider dismantling, such as credits for minority farmers or emergency relief assistance for majority-Black neighborhoods.

    He acknowledged that unwinding some entrenched programs may be difficult. For example, the Treasury Department implements housing and other assistance programs through block grants to states that have their own methods for implementing diversity criteria.

    Pay equity and hiring practices

    It’s not clear whether the Trump administration will target every initiative that stemmed from Biden’s DEI executive order.

    For example, the Biden administration banned federal agencies from asking about an applicant’s salary history when setting compensation, a practice many civil rights activists say perpetuates pay disparities for women and people of color.

    It took three years for the Biden administration to issue the final regulations, and Trump would have to embark on a similar rule-making process, including a notice and comment period, to rescind it, said Chiraag Bains, former deputy director of the White House Domestic Policy Council under Biden and now a nonresident senior fellow with Brookings Metro.

    Noreen Farrell, executive director of gender rights group Equal Rights Advocates, said that she was hopeful that the Trump administration “will not go out of its way to undo the rule,” which she said has proved popular in some state and cities that have enacted similar policies.

    And Biden’s DEI plan encompassed some initiatives with bipartisan support, said Bains. For example, he tasked the Chief Diversity Officers Executive Council with expanding federal employment opportunities for those with criminal records. That initiative stems from the Fair Chance Act, which Trump signed into law in 2019 and bans federal agencies and contractors from asking about an applicant’s criminal history before a conditional job offer is made.

    Bains said that’s what Biden’s DEI policies were about: ensuring that the federal government was structured to include historically marginalized communities, not institute “reverse discrimination against white men.”

    Despite the sweeping language of Trump’s order, Farrell said, “the reality of implementing such massive structural changes is far more complex.”

    “Federal agencies have deeply embedded policies and procedures that can’t simply be switched off overnight,” she added.





    In a shocking move, President Trump has directed all federal Diversity, Equity, and Inclusion (DEI) staff to be put on leave and eventually laid off. This decision has sparked outrage and criticism from advocates for diversity and inclusivity in the workplace.

    The move is seen as a major setback for efforts to promote diversity and equality within the federal government. DEI staff play a crucial role in ensuring that all employees are treated fairly and have equal opportunities for advancement.

    Many are concerned that this decision will lead to a less diverse and inclusive work environment, potentially harming morale and productivity. It also sends a troubling message about the administration’s commitment to diversity and equality.

    Critics argue that this move is a step backwards and goes against the progress that has been made in recent years to promote diversity and inclusion in the workplace. It remains to be seen how this decision will impact federal agencies and their employees moving forward.

    Tags:

    1. Trump administration DEI staff layoffs
    2. Federal DEI staff on leave
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    4. Diversity, Equity, and Inclusion layoffs
    5. Federal DEI staff furlough
    6. Trump administration workforce reductions
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    8. Federal employee layoffs under Trump
    9. Trump administration DEI workforce changes
    10. Diversity, Equity, and Inclusion staff reductions

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