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Successful strategies for effective training

Staff Development Weekly: Insight on Evidence-Based Practice in Education, June 3, 2004

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Question: Suppose you have been told to implement organization-wide customer-service training. Some staff respond by complaining, "I already know how to talk to patients. This is just a waste of time."
How can you get them to see the benefits of this training program?

Answer: They may feel differently if you explain that quality-improvement data indicate a trend in customer dissatisfaction. They need to know what complaints and concerns patients and other customers express and why it is important to address them. Reinforce that customer satisfaction is the responsibility of all employees.

Communicating facts relevant to the rationale for a particular program is essential.  Adults have the right as well as the responsibility to know why they are asked to acquire or maintain knowledge and skills.
Editor's note: The above case is from the online course "Nursing CE Series: Successful strategies for effective training." For more information on this and other Nursing courses, go to www.hcprofessor.com and click on Nursing CE.

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