Article

LEADING OFF: CEO Challenge: Implement Mini Staff Training Sessions

My challenge for you this month is to develop a new habit: Spend five minutes each work day training your staff.

THE REASONS

Five minutes is not a lot of time. The biggest pushback I get on providing more staff training is a lack of time.

Something else to consider: Over the course of a year, these mini-training sessions will translate to over 20 hours of additional staff training!

Finally, I’ve found that people tend to retain more information when absorbing small chunks of it and building on that knowledge over time.

STAFF TRAINING ACTION STEPS

  • Huddle up. These sessions could take place as a “huddle” before seeing patients, or during down time.
  • Explain. Capitalize on “teaching moments.” For example, instead of just prescribing prism, talk to your opticians about how it works.
  • Have staff take turns. Ask staff members to rotate doing five-minute presentations at staff meetings. This is a great opportunity to both learn and share.

THE COST OF NOT DOING THIS

A poorly trained staff is an expensive staff. The cost comes in the form of chronic mistakes, such as the incorrect operation of diagnostic or in-office devices, operational inefficiencies, such as too many staff members at the front desk, and frustrated patients, due to long hold and wait times, lens remakes and just plain disorganization.

Blaming a lack of time will not solve any of these issues. Again, five minutes a day is not a lot. Make staff training a priority. OM