Dos and don'ts for team management

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Scripting is your best training tool

2009 06 04 09 39 24 473 Disp Do

Use role-playing to familiarize staff with systems. At monthly staff meetings or special training days, walk team members through the scripted steps of the systems they will use, explaining not only what they will say to patients but also why. The more they understand, the better they will perform. Use role-playing to add a little fun to training.

2009 06 04 09 39 35 525 Disp Dont

Don't suppress personal styles. In scripts, the message and purpose matter more than the actual words used. Allow individual staff members to express themselves in their own words. This will make them more comfortable and natural as they follow the scripts, and they will get better results.

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