Page 93 - 100 - HR Management Manual

HR201 – Training Process Overview

Training is critical to our success. The better trained our team the better we function. Good training of
our team is the ONLY way we can control the practice. It’s also the ONLY way for managers and execs
to enjoy their jobs.

Poor training results in the hospital controlling you. It results in stress for all staff, poor customer
service, poor patient care, poor morale, staff turnover, and many other negative things too numerous to
list. With poor training or no training, we will fail. An undertrained team is a failing team.

The most important aspect of training is AGREEMENT. Employees must agree to perform the job
exactly as we expect. Each employee must have a true genuine understanding and agreement of what
you expect from them. This understanding and agreement must be in place on every aspect of the
biggest policies to the smallest procedures. The understanding is that they know WHY they need to
follow a procedure or policy. The agreement is their authentic willingness to do what you expect.
Simply signing a document or nodding in agreement is not enough. You must be thoroughly convinced
they are happy to follow what each employee is trained on….and the result statement will be obtained
in every case.

The AGREEMENT starts with a STATE-OF-MIND. An employee that is a good fit and enthusiastic has the
state of mind that they WILL follow what we train. They need to know the WHY for each procedure and
how it’s done. WHY would they do it this way? WHY would they want to get the result statement?
What would happen if they didn’t? How would it affect the patients? The clients? The staff?

Managers can manage by agreement or by force. Force always fails in the long run. Authentic
agreement is always successful in the long run. This is where training is simply about an agreement
between an employee and the hospital. It’s not about a “boss” or a “parent”. Employees can DECIDE
and AGREE to follow the policies, procedures, and standards or not. They should also be happy as a
result of following what they are trained on. If they cannot truly agree it’s okay. If this is the case they
simply need to move to another position (if possible and reasonable) or to another business. We must
have employees that are both 1. HAPPY and 2. COMPETENT. These both come from good training.

All training must be PROTECTED and IN PRIVATE. The trainee is not scheduled in the position until
trained on the required duties. If we fail to follow this and do the typical on-the-job training the trainee
will be stressed. The existing staff will be stressed (trainee will be slow and make mistakes). The clients
will be getting poor service (being taken care of by an untrained person without full confidence). The
training will take longer (distractions everywhere). The training will distract our focus of our top two
priorities: our patients and our clients.

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