It would be awesome if everything went completely smoothly following a training session in your office, with no errors or misunderstandings. This is rarely the case; at best it’s hoped the errors won’t be too dreadful or costly.
The goal of any training session is for participants to leave able to perform the new procedure or technology successfully. Achieving this goal becomes more challenging when you have a group of folks with different levels of experience, education or expertise.
Here are some ways to help make sure everyone leaves the session on the same page and at the right level of performance and competency.
Pre-assessment: Evaluating your learners’ abilities, skills, and prior knowledge is crucial to designing training that reaches and transforms each staff member. Considering each person’s background and experience will help you determine whether you need a “dual track” training session.
Clear Expectations: Think through exactly what the expectations are for each person on your staff. Perhaps your front desk staff needs to understand and explain to the patient the new procedure while your technicians need to be able to demonstrate competency in performing the new procedure.
Learning Modalities: People learn and take in information differently. Most adult learners need to either see or perform the activity they are learning, rather than just hear it verbally explained. A common mistake is to simply tell people how to do something and expect they will be able to perform the new skill or task successfully.
Having a document or procedure in writing that provides an overview of the new procedure along with step-by-step instructions can be very helpful for visual learners. Including pictures of each step is an extra bonus. This document should become part of your Office Policy and Procedure Manual.
Adapt for Different Learners: Once you’ve assessed your staff, determine what learning categories they fit into, such as: experienced, moderately experienced and new learners. Then begin to think about ways to challenge and keep the experienced people involved while bringing up the skills of the newbies without intimidating or overwhelming them.
A few ways to change up your training session and adapt it to reach all individuals:
Experienced learners like for their experience to be acknowledged up front. Give them something to do as
a part of the training; this can be as little as handing out paperwork or demonstrating the new procedure. Ask for their help in training their colleagues with less experience. Consider having them present a short section of the training material or present a review session at the end of the day. Mix it up and involve as many of the most experienced folks in your “teaching team.”
New learners are typically uncomfortable being grouped with more experienced learners. It is the job of the trainer to make sure the learning environment is a safe zone where all are equal, and titles and egos are not welcome. Learners who aren’t experienced also appreciate longer periods of time for exercises and activities. One idea is to have a long lunch or break and have the new learners come back early.
Pre and post sessions are excellent way to equalize the group. Hold a pre-session to give new learners the basics and background. A post-session for new learners can help ensure your message and training is understood, and that they are ready to perform.
Give them handouts. Yes, handouts like you used to bring home in fifth grade. They can be formulas, multiple choice, fill in the blank or label the parts of a new machine. It takes a little time to put together but it is a great way to reinforce self-learning while you are working with a group with a different skill level. Be sure to have answer sheets available.
Change is good. Change up your training sessions to make sure everyone is competent and on the same page to ensure a smooth running office and increased patient satisfaction.
By Mindi Lewis, MA, ABOC, FNAO