1. TRAINING How To Implement Training That Works!

2. CURRENT TRAINING IN DENTAL OFFICES
Thrown to the wolves
Not everyone who can do a job well makes a good trainer
Different employees do it different ways – Mixed messages
No “why” –Just “this is how it is always been done”
Some people are intimidated to train - might replace them
©2017 Front Office Rocks

3. WHY DO WE NOT TRAIN WELL?
Doctor was not trained in business, training, etc…
We are not trained in being trainers
We don’t have time to slow down to train well
It is just easier to do it ourselves and have them watch
Doctor and office is focused on production
©2017 Front Office Rocks

4. WHY IS IT GOOD FOR BUSINESS?
Improve business performance, profit and staff morale
You choose what new skills your team should learn, targeting skills to meet the needs of your office for now and in the future
Results in better customer service, safety practices and productivity improvements
Staff are happier when they know you care and invest in them, improves loyalty and retention
They acquire new skills, increasing their contribution to the business and building their self-esteem
©2017 Front Office Rocks

5. TWO TYPES OF TRAINING Initial New Hire Training Continual Training
Training them as a new team member
Training them for their job duties
Training them for other things they will help with
Continual Training
Cross training
New skill training
Sharpen your axe training
©2017 Front Office Rocks

6. NEW HIRE TRAINING

7. INITIAL NEW HIRE TRAINING
Turnover is a huge in our industry
One third (33%) of employees knew whether they would stay with their company long-term after their first week
New employees trained correctly are 58% more likely to stay with organization 3 years or longer
40%
of employees who receive poor training
will leave their job within one year.
Can you afford that level of staff turn over?
Source:
©2017 Front Office Rocks

8. PREPARATION FOR TRAINING
Have a check sheet to make sure to cover basics
Have a training plan set up
Develop a timetable - share with team and new employee
Be very clear about specifics to be learned by certain timeframe
Be prepared with the “why”
©2017 Front Office Rocks

9. MAKE IT SUCCESSFUL FOR THEM
Show them around
Find ways to get staff to get to know them
Ask how they prefer to learn
Don’t teach too much as once - small things and let them get good then add to it
Have them do it and watch them
Check in with them
©2017 Front Office Rocks

10. EXAMPLES Read about us page – initial when completed
Write the importance of new patients and how you can handle new patients well for the office
Have another employee show you phone system in office how to answer, put on hold, etc..
Watch insurance questions and take quiz – turn in if over 80%
Meet with your trainer to discuss how they want you to handle new patients, insurance, etc
Find out what your cancellation policy for your office
Watch handling late patients and take quiz – turn in if over 80%
©2017 Front Office Rocks

11. DON’T WALK AWAY
On average, it takes 8 months for newly hired employee to reach full potential
Result is 50% greater new hire productivity when you continue to train correctly
Check in with them
Audit their work and provide feedback
If difficult or new situation/don’t do it for them
Ask them how they would handle and why
©2017 Front Office Rocks

12. CONTINUAL TRAINING

13. The only thing worse than
training your employees
and having them leave
is not training them and
having them stay.
- Henry Ford

14. WHY DO WE NOT CONTINUALLY TRAIN?
Get busy and it does not get prioritized
Clinical staff have CE requirements – not so for other training
We start to “know it all”
Has not been in the culture of the office
Have not had an easy resource to help until now
©2017 Front Office Rocks

15. Source: www.redshift.autodesk.com/importance-of-employee-training/
CONTINUAL TRAINING
Untrained Employees = Unhappy Employees
Employees who feel inadequate, underachieving, or unsupported are unhappy. They aren’t satisfied it will causes them to make mistakes, underperform, and not care about their work product. That costs the business in lost time and money.
Insufficient Staff Training Means Lost Customers
Untrained employees can cause many of the mistakes listed on the left, and those mistakes and inefficiencies can cause your business to lose customers
Source:
©2017 Front Office Rocks

16. TRAINING STYLES

17. WHAT KIND OF TRAINING IS BEST?

18. WHAT KIND OF TRAINING IS BEST?
Blended with on the job and online
Hands on training - let the employee do it themselves
Learn at their own pace
Have the right trainer training them
©2017 Front Office Rocks

19. WHY DOES VIDEO LEARNING WORK?
Reduces costs. Eliminates plane travel and time away from the office
Accommodates different learning style. Employees can pause, repeat small sections or the entire video
Keeps employees engaged. A report by Nielsen discovered that 44% of all web video is viewed at work
Allows for self-study and testing. Videos with quizzes will help to identify what was missed and allow student to go back and re- watch the point or topic
Increased retention. Have you ever heard a long explanation for something and promptly forgot it all? Information overload! The ability to go back and look at information at one’s own pace
©2017 Front Office Rocks

20. IMPLEMENTING IN DENTAL OFFICE

21. BIGGEST ISSUES OF IMPLEMENTING
Don’t have time
Don’t want to take time away from production
There is something always to do
Like other shiny new toys - must be implemented
No one is in charge or holding them accountable
Only manager is watching it and not the team
©2017 Front Office Rocks

22. SUCCESSFUL WAYS TO FIT IT IN
Do it on off time
Do it as a team
Do it first thing when you arrive
Do it during monthly staff meeting
SEE A THEME? - JUST DO IT!
RECOMMENDATION:
1HOUR DAY FOR NEW HIRES
1HOUR WEEK FOR CONTINUAL
©2017 Front Office Rocks

23. SET UP A DESIGNATED TRAINING AREA/TIME
Do it away from desk
Learning resources nearby
Headphones
Everyone does it
Respect the time
©2017 Front Office Rocks

24. SUCCESSFUL WAYS TO GET BUY IN
Jenna- I want to show the person
doing the training excited about
doing it -maybe happy person on computer
SUCCESSFUL WAYS TO GET BUY IN
Play a game - make it competitive
Run it like a book club
Give rewards when certain amount is done
Make it mandatory
©2017 Front Office Rocks

25. STAFF MEETINGS
©2017 Front Office Rocks

26. GET CREATIVE MAKE MOST OUT OF CANCELLATIONS, HUDDLES, LUNCH BREAKS
©2017 Front Office Rocks

27. FINAL THOUGHTS

28. THIS SITE ONLY WORKS IF YOU USE IT
Designate time each week: Schedule time for employees to get away from desk to do training
Search Site: Use the search function to find answers to help you with issues you have going at any given time
Watch for Newsletter/News: Updated content of things relevant in my and your office
Documents: Written for you to edit and use or ask or ones you need
Re-watch Webinars: Incorporate them into your staff meetings or videos in your morning huddle
Ask Laura: You and/your team can ask my any questions they have – that is what we are here for
©2017 Front Office Rocks
©2017 Front Office Rocks

29. WEBINARS RECORDED Powerful Communication Internal Marketing
External Marketing
Decrease Cancellations
New Patient Experience
©2017 Front Office Rocks

30. I AM HERE FOR YOU!
©2017 Front Office Rocks

31. Thank you! Now Get To Work and Get Your Team Training… We look
forward to you joining us next time!
©2017 Front Office Rocks