Jun12ThuJune 12, 2014
This morning I wanted to explain how a team training should be run, and next week I will get into the details of team meetings and one on one meetings. To begin with, it might be helpful to highlight what team trainings are not.
Team training is not a team meeting. It is not a team discussion about how to modify the scripts or change the procedures. Team training is not a time to discuss why you don’t want to change your old scripts. It is not a time to assign new scripts or a time to learn new scripts. It is not a time to talk about the scripts. It is a time to DO the scripts.
Team training is a time to train scripts and procedures. This is done through live rehearsal with each other. It is a time to make sure the scripting is accurate, and to fine tune the delivery of the script. The assigning of the new scripts, and the discussion of why new scripts and procedures are being implemented, is done during a team meeting. The memorization and practicing of the scripts is homework. Team mates should be putting in time training on the scripts at home as part of being prepared to do their job. This allows for a short, highly productive 30-minute training session to work out all the small nuances of the scripts and procedures.
If possible, live training should be done in the environment were they will be executed during the work day. Practicing new patient phone calls and new patient check in, for example, should be done at the front desk. New patient pre-consultation and consultation should be done in the examination room. Train without distractions first, and then add more complexity to mimic a busy work environment. If training on a new patient phone call, complexity is added by adding other patients checking in for adjustments, and still others calling in to change appointments. Train to do all three while providing excellent customer service. The first time through, allow the scenarios to run through to completion. Next, go through some constructive corrections and repeat the script. On the second or third time through, you can interrupt the script and work on small sections to get one or two areas of concern nailed down. Always add positive feedback to every session. Once the basic script is being well executed you can add objections. **Live training can be very intimidating and stressful, so make sure you add lots and lots of love during and after training.
The next level of training is to videotape the session and then break down the tape. In the beginning, break down the tape one on one. Live training can be stressful and having your mistakes immortalized on video for all to see can be enough to make people quit their jobs. Once a team has really gelled and there is security within the team, you can begin to break down the tape in a group setting.
The number one thing to remember is to rep the scripts every training. The tendency is to sit around and talk about the scripts, but you must rep them. Talking about them will not help. Sports teams are a great example. If a hockey team wants to improve the breakout out of their own end, they will talk about it during a team meeting before practice. The coach will break it down with X’s and O’s on the chalk board, and then they will to go and practice it on the ice. They will drill it without opposition to begin with, and later they will add defenders to mimic a game situation. Finally, they will breakdown game film to fine tune the breakout for the next practice.
Team trainings are typically done once a week after a team meeting, and are scheduled after a morning shift where there are no conversion or reconversion reports.