Today's Veterinary Business

FEB 2018

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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56 Today's Veterinary Business Leadership Let me introduce you to eight kibbles of secrets. When you put all the kibbles together, you'll have a bowl full of staff training success. Size Up Your Training Program Staff training is not one size fits all, though we often take this approach. The error occurs when you train everybody as if they have the same role on the team. A football team's quarterback and punter have differ- ent training programs. A veterinary hospital should do the same thing. The kennel assistant should be trained differently than the recep- tionist. While some topics should be covered universally during meet- ings, an effective training program targets a position's specific needs. Communicate to the Learner's Style Just as some dog breeds have a Leadership 1 3 Training employees can be challenging. Differences in each person's learning style can make your goal of reaching everyone feel a bit overwhelming. So, what is the secret to a well-trained staff? How do you effectively deal with different learning styles and different personalities? The secret is how you engage people during the training process. different capacity for learning, so do humans. We all learn and absorb information differently. Some of us are auditory learners, some are vi- sual, some are hands-on and some prefer to read. To effectively train people, you need to get to know the style of the learners. Ask them their history with training and what helps them absorb information the best. Get to understand the best approach so that they learn successfully and that time is used efficiently. As you develop your program, make the effort to have more than one learning style. Use a combination of auditory, visual and hands-on exercises so that if a learner does not know her preferred style, you will discover it and make use of it. Get Comfortable With Discomfort Growth is an uncomfortable process. Often during training, the receiver of information may appear uneasy or dislike the process. Don't be too quick to be critical of your process. Leave room for the possibil- ity that the program is challenging and is pushing the receiver to go outside his comfort zone to keep up with the content. Sometimes when discomfort is noticed, the trainer internalizes the response and assumes the instructional style is bad. That is not necessarily right. When discomfort is noticed, an opportunity arises to open dialogue about the content, resources, delivery speed and learn- ing style. This communication will allow you to determine whether the program needs to be adjusted or if the learner simply needs support to push through any discomfort. Train the Trainer Do not give all the answers to a learner during the training process. Allow him the opportunity An effective educator will engage and guide team members and identify diverse personalities and learning styles. 4 2 By Claire Pickens, CVPM, SHRM-CP

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