Radical retraining of staff was clearly necessary, but there was a need to avoid the mistakes of the past in the way training sessions were structured.
Several approaches were considered. One solution was that management could improve 'quality control' of the worker's performance with customers. Management would inform the workers their phone conversations would be recorded and screened so this would not seem like a 'gotcha' method of enforcement. Screening would theoretically act as an incentive to improve performance, and problem employees would have personal meetings with supervisor to improve their demeanor with customers. However, there was concern that this would merely result in even lower morale amongst the workers. I pointed out that it was necessary, in customer service, to seem enthusiastic and caring, and the sense of being watched in a punitive way might prevent egregious errors from happening, but would not result in the type of responsive customer service we were seeking.
Instead, the company reviewed its training procedures, which were deemed insufficiently interactive. The training had been fairly stilted and limited, it was decided, as employees were taught from a company handbook. They were instructed to follow a script, which resulted in them seeming brusque rather than caring. Greater flexibility on the part of the representatives was necessary. Employees needed to learn to trouble-shoot possible problems in a more individualized fashion. A new program...
Critical Thinking Skills When today's university student is asked to apply critical thinking skills to a specific social problem, does that student understand what is being asked and how to go about applying critical thinking skills? When questions from the professor involve, for example, the current dilemma in the United States Congress -- Democrats and Republicans engaged in a near-constant standoff when it comes to ideology and legislation -- does the
The decade-old system that specifies least standards for staffing in nursing homes need to be restructured, the report says. The U.S. Department of Health and Human Services must call for nursing homes to have at least one RN within the facility during all times. Based on the departments' 2001 report to Congress on minimum staff-to-patient ratios for nursing homes, the HHS should mention the staffing levels that increased with
Components of Critical Thinking Critical thinking skills have become the focus of a growing body of research in recent years (Borg & Stranahan, 2010), due in large part to the flood of information that is now available and the need to analyze and interpret this information to identify flawed reasoning (Halpern, 2009; Hummell, 2016). To this end, this paper applies all of the eight steps recommended by the U.S. Army Management
Letter to the Editor The Washington Post 1150 15th Street, NW Washington, D.C. 20071 Dear Editor, Enhancing the American education system to increase the higher order thinking ability of learners for a better opportunity to achieve future success in the workforce Through your renowned newspaper, it is an honor to express our views on enhancing the American education system to increase the higher order thinking ability of learners. The writer has worked in a training capacity for
nursing education and specifically that completed in Saudi Arabia. The review will what the level of education is in Saudi Arabia now and historically, what efficacy critical thinking has as a component of nursing education and how that component can be enhanced among Saudi Arabian nurses. Nursing Education in Saudi Arabia History of Nursing Education The roots of medical care on the Arabian peninsula can be traced to a single individual, Rufaida
Evaluating and Applying Empirical Critical Thinking ToolsThe purpose of this paper is to provide a comprehensive evaluation of two prominent empirical critical thinking assessment tools: 1) the California Critical Thinking Skills Test (CCTST) and 2) the Watson-Glaser Critical Thinking Appraisal (WGCTA), within the specific context of the DNP program. Validated critical thinking assessment instruments such as the CCTST and the WGCTA provide nursing leaders with objective metrics to quantify and
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