Action Steps

✓ OFFER A STAFF
    SELF-ASSESSMENT SURVEY

✓ MEET WITH EACH EMPLOYEE

✓ DON’T FORGET SOFT SKILLS

✓ DEVELOP THE PLAN

MAYBE IT’S JUST a matter of semantics, but I don’t consider training and development the same thing. I consider training the process of giving somebody the rudimentary skills they need to do a job. For many employers, this is where it ends. But for other employers, this is only the beginning. Employee development is an investment in the continuous growth of the employee. If service is a top priority in your practice, then your staff is your No. 1 asset! To get a high-performing, motivated team, employees must continually be developed. The following are several checklist items for creating an employee development plan.

OFFER A STAFF SELF-ASSESSMENT SURVEY

Instead of an employer or manager determining what areas to develop in an employee, start by asking the employee what areas he is interested in or would like help with. We recommend our clients offer their employees a self-assessment survey. Two of the questions on the survey: 1) Name one thing you believe you could work on and improve, and 2) list three areas where you would like further training.

MEET WITH EACH EMPLOYEE

After the employee has completed his self-assessment survey, schedule a one-on-one meeting to review. Consider his responses along with your observations for areas that need further training and development. This will involve some consideration of the employee’s strengths and weaknesses. While we all have some weaknesses that could be improved with more training or coaching, I often lean toward developing strengths and minimizing weaknesses whenever possible. In general, people are more motivated to learn and improve when they are doing something they enjoy and are good at.

DON’T FORGET SOFT SKILLS

Training programs tend to focus on teaching the technical skills of a job, but often fail to address the soft skills, like eye contact, body language and how to effectively communicate. From a customer service standpoint, it’s usually the soft skills that people remember. Consumers assume employees will know “how” to do their jobs, but what they remember is the manner in which the employees did their jobs. For example, did they listen attentively? If you want your staff to deliver exceptional customer service, develop the soft skills as well.

DEVELOP A PLAN

With the information gleaned above, work with the employee to structure an employee development plan. Some possible ideas are sending the employee to an industry conference, classes, workshops or having a rep do an in-office seminar. This could also involve some self-study, to be done during slow times in the office, or asking an employee to do a mini-presentation on a specific topic during a staff meeting or office retreat. Be clear with expectations and deadlines. OM

DR. VARGO serves as Optometric Practice Management Consultant for IDOC. A published author and speaker with more than 15 years clinical experience, he is now a full-time consultant advising O.D.s in all areas of practice management and optometric office operations.