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By Jeffrey L. Bodimer
Therefore, when designing a continuing education program, the desired outcome should be a blending of both technical and personal enhancement. This type of program will allow the staff the opportunity to develop solid management skills, coupled with a better understanding of their position and function, and how that fits into the relationship of the organization.
For example, if you discover during the assessment process that writing skills in the department are low, you would need to enhance those skills by developing a corresponding workshop. This workshop could include topics on the basics of writing; such as spelling, punctuation, sentence structure and correct word use. Building on those basics, you could give your participants a topic, such as writing a letter to a customer apologizing for a late shipment. Provide the participants with background information about the customer, such as "they have been a customer for ten years and always have prompt payments." Give them ten or fifteen minutes to compose a rough draft, and have them present their letter to the group. Once someone has read a letter, ask the other participants to offer feedback for improvements, andas the trainer-point out the positive aspects of the letter.
Another mechanism regarding continuing education could include an affiliation with an association or industry group. This type of education is tangible, and has been proven as having a positive track record with the local offices and their industry trade groups. Staff members are given the opportunity to come together periodically, and discuss the issues they are experiencing in their business. This is a positive experience for everyone involved because the information gained in this type of setting can prove useful to others who may have the potential to partake in a similar situation. Also, others who have experienced a similar situation have the opportunity to state their resolutions) and how effectively they worked.
However an organization chooses to educate their staff, it is important to remember to attempt to keep the information consistent, concise, accurate, and most importantly, presented in a non- threatening manner. Management may have the tendency to dictate, whereas education is informing. When an associate is "informed" of a new policy/procedure, the change is typically received better than if the information is "dictated."
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