I am continually amazed at how often we keep hearing this. If you think CRM is rubbish, the chances are that you dont get it, because it is a no-brainer. The fact that you speak about "psycho-babble" probably explains why you dont get it - there are a lot of bad CRM trainers and facilitators out there, who give you the psychobabble, instead of the practical stuff which will save your skin. The only way round that is for operators to do some proper quality-control on CRM training, instead of ticking a box.