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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57 February/March 2018 • TODAYSVETERINARYBUSINESS.COM to find information and tell you what he has found. If you want an independent thinker who proac- tively seeks solutions to problems, you need to initiate this type of behavior during the training pro- cess. Set up opportunities to give him a desired result and ask him to innovate the process. Having him verbalize the process will help him perform the task better and become a better trainer himself in the future. Care About the Journey Being dismissive of the growth process shows a lack of appreciation for what someone will have to do to succeed. An effective trainer cares about the learner's journey. A trainer will share stories of her own training process so she can bond with the learner and build a training relationship. A dialogue is opened to address the stresses, fears, accomplishments and goals associated with the training. Taking the time to show the learner that you care about the journey builds trust that extends beyond a singular training experience. Personality Matters In addition to different learning styles, each of us has a different type of personality. It is important to become familiar with personality types so that you understand how to maximize your communication to each type. For example, some people are data driven. They need to have all the nitty-gritty details and data before they formulate an opinion or act. Don't be frustrated by the time this may add to the process. Instead, relish the opportunity to identify sit- uations in which a person with this personality can benefit the practice. Some people are the oppo- site and value the social aspect of training more than the technical aspects. This person will enjoy stories about your training experi- ence. She will accept a mentorship program with ease, as she is natu- rally drawn to wanting to be very relational. Others naturally want to take the lead and be decision mak- ers. To effectively reach this type of person, set up an opportunity for a trainee to lead part of the process. If your communication style clashes with that of the person you are training, the solution can be as simple as making small adjustments to smooth out the differences. Set Goals Together The completion of tasks is vital in a hospital environment. The successful completion of training is just as important. Have the trainee review what he will be learning and have him summarize what he understands the training process to include. Then, work together to set training milestones. For example, if you are teach- ing someone to run a fecal float by centrifugation, break the process down into at least four portions. Then give a timeline for how those four portions will be taught and when you will review the process to prove an understanding. Have the trainee track his progress and be accountable for coming to you to initiate the next step. Take Ownership of Knowledge A trainer must allow staff members to own the process and their accom- plishments. Build a culture in which people can be proud of what they accomplish. Doing so helps them become excited to use their skills and teach the skills to someone else. Instead of saying, "Look what I taught you," flip the script to say, "Look at what you've learned." Though each kibble is small, together they fill a bowl full of staff training secrets that result in a posi- tive experience. Which kibbles will you start with? Claire Pickens is president and CEO of Success Solutions Inc., a former practice co-owner and a practice manager with Banfield Pet Hospital in Orlando, Florida. 6 5 An effective trainer cares about the learner's journey. A trainer will share stories of her own training process so she can bond with the learner and build a training relationship. 7 8

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