Learning and Development Applications in Service Industries
Creating a robust training and development infrastructure is vital to ensuring that today’s workforce is prepared to meet future organizational needs. In fact, recent research revealed that more than 70% of surveyed organizations believe that “capability gaps” are one of their top five challenges, and that depending on the specific position, it could take as many as five years to develop a fully productive professional.
The dynamic process of learning coupled with the increased mobility of today’s workforce make it essential for learning professionals to create innovative, multi-tiered, year-round training and development platforms that include digital and online media with some element of student control over the time, place, path, and/or pace of learning.
The Learning and Development Applications in Service Industries portfolio presents a comprehensive summary of my experience as a learning and development professional including business outcomes and testimonials.
Creating Positive Impressions – Leader’s Guide
With a continued emphasis on patient satisfaction, healthcare organizations are pulling out all the stops to improve service to their patients. The Creating Positive Impressions – Leader’s Guide was originally created and used in the system-wide service excellence initiative at a faith-based, community healthcare system. This initiative was designed to help employees better serve their customers including patients, patients’ family members and other guests, clergy, vendors, members of the community, and other healthcare system employees. This particular Leader’s Guide was used by key service champions to educate physicians, physician assistants, and management employees on the first of five standards which was creating positive impressions.
SAFE-T Suicide Risk Assessment: Overview
The SAFE-T Suicide Risk Assessment: Overview video was created to help non-clinical staff working in high risk environments, such as an acute care behavioral health unit, raise their awareness of suicide risk factors and specific action they can take when faced with a patient who is potentially suicidal. In this video, viewers will learn about twelve guiding principles that should be considered when observing any patient as well as steps clinical personnel need to take to assess both risk and protective factors. A companion video was also created for clinical staff which provides step-by-step instruction on how to use the SAFE-T model to assess patients for suicide risk. The SAFE-T model for assessing suicide risk meets the Joint Commission requirements for identifying patients at risk for suicide.
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