As the saying goes, “People don’t buy what you do, people buy why you do it.” – Simon Sinek. For any business, especially in the veterinary industry, having a clear “why” is essential. A strong purpose guides every action and decision within a practice. For instance, your “why” might be “uncompromised care for pets and families,” which drives everything from client relationships to employee culture. But how do you ensure your team shares and embodies this purpose? The key lies in effective training and development.
Starting with “Why”
Before diving into training, it’s vital that your practice first answers the “why” question. What drives your practice? Why do you do what you do? This isn’t just a theoretical exercise—it’s foundational to creating a team that is motivated and aligned with your values. Start by watching Simon Sinek’s timeless 18-minute TED Talk on How Great Leaders Inspire Action. It will serve as a great introduction to developing your team’s purpose.
Once you’ve established a clear “why,” ensure that all practice leaders—owners, managers, and supervisors—read A Company of Owners: Maximizing Employee Engagement by Daren Martin. This book provides an excellent framework for shaping your training and team development programs around the “ownership mindset,” which empowers employees to engage and take responsibility in their roles.
The Right People, and the Right Training
Hiring the right people is, of course, an essential part of building a strong team—but this is an entirely separate discussion. For now, let’s assume that you have the right people on board. So, what’s next?
In the veterinary profession, many practices fall into the trap of handling human resources either out of desperation (hiring too quickly) or being overly lenient (giving poorly fitting employees too many chances). While these approaches may seem effective in the short term, they often overlook the long-term need for proper training. Training is what transforms good employees into high-performing team members.
The Training Problem in Small Businesses
As small businesses, many veterinary practices don’t have the luxury of a designated training budget. Often, the responsibility of training new employees falls on the current team members—who are already juggling their own duties. This can lead to burnout, stress, and a lack of proper training. Instead of training being a well-structured, focused effort, it becomes a game of “learn by osmosis” or “sink or swim.”
In order to create an environment where employees can truly thrive, practices need to approach training more systematically and thoughtfully. Employees are multi-faceted individuals with different learning preferences, and your training methods should reflect that diversity. To help your team learn and retain the information they need, consider using a questionnaire like the VARK model to identify each employee’s preferred learning style. This will allow you to tailor the training process to each individual, ensuring they learn in a way that works best for them—whether that’s visual, auditory, reading/writing, or kinesthetic.
Offering a variety of learning methods can take more effort upfront, but the benefits are well worth it. When employees learn in ways that align with their strengths, they are more likely to retain information, which means less time spent on retraining and fewer hiring mistakes in the long run.
The Importance of the Right Instructor
Another factor to consider in training is the role of the instructor. Unlike school students, adult learners tend to view trainers not as authoritative figures, but as resources or guides. This shift in perception can affect how trainees absorb and retain information. Trainers also have different teaching styles, which can affect the success of training programs. According to Karen Lawson’s The Trainer’s Handbook, instructors can take on various roles, such as the Seller, the Coach, the Professor, and the Entertainer. Understanding your own teaching style—and adapting it to the needs of your trainees—can make a significant difference in how well your team performs.
Defining Expected, Desired, and Required Outcomes
So, how can you know if your training efforts are successful? The key is to clearly define your expected, desired, and required outcomes from the outset.
- Expected Outcomes are the specific skills and knowledge that trainees must possess at the end of the training.
- Desired Outcomes are the higher-level skills or competencies your practice hopes to develop in its employees. These represent the future direction you want your team to move toward.
- Required Outcomes are the minimum competencies that employees must meet to remain in their role.
For each outcome, be sure to set measurable steps. Establish timelines, set goals, and include regular check-ins to ensure that progress is being made. By doing so, you create a roadmap for employees to follow, which gives them both direction and accountability. Trainees can then track their own progress, helping them learn at their own pace while still meeting critical milestones.
Training Tips and Resources for Success
Training is absolutely critical to the success of your practice. Without it, you’re setting your employees—and your business—up for failure. However, training doesn’t have to be a burdensome, expensive task. With the right strategies in place, you can create a learning environment that is both effective and enjoyable. Here are a few tips and resources to help your team thrive:
1. Offer Incentives
Incentives can motivate both trainers and trainees to complete their training successfully and on time. Offer monetary rewards or other perks for trainers whose mentees finish their training on schedule, as well as for trainees who test out successfully. Training others while working can be challenging, so providing an incentive adds value to this effort.
2. Make It Fun
Training doesn’t have to be boring! Make it interactive and engaging by using the “See—Do—Train” method, where employees observe, perform tasks, and then teach others. Role-playing is also an invaluable tool that should be a regular part of your training program. Spice things up with activities like Parasite “Pictionary®,” Client “Jeopardy®,” or other fun games that help reinforce learning while keeping energy levels high.
3. Keep Things Varied
A one-size-fits-all approach to training rarely works. Keep things interesting by using a variety of delivery methods, such as written materials (SOPs), online resources, internal videos, and live Zoom sessions for team members who can’t attend in person. Encourage self-education by offering reference materials and resources like a self-education library. Provide different formats—audio, video, written—so that employees can learn in the way that suits them best.
4. Additional Tips
- Allocate Time & Resources: Make sure to set aside sufficient time for training and support, and establish measurable timelines for completion. Hold trainees accountable for meeting their milestones.
- Customize Training: While off-the-shelf training programs are helpful, ensure that your training is tailored to your practice’s unique needs. Use a base product and adapt it to fit your specific culture and procedures.
- Create a Safe Learning Environment: Training should be a safe space where questions are always welcome. There are no “stupid questions.”
- Get Feedback: Use electronic surveys to gather feedback from both trainees and instructors, and use assessment tools to measure progress.
Conclusion
Training and developing your team isn’t just about making sure employees know how to perform tasks—it’s about fostering a culture of ownership, engagement, and continuous improvement. By establishing clear objectives, using varied training methods, and making learning enjoyable, you set the stage for long-term success. Remember: when your employees thrive, your practice thrives. So invest in your team, and watch them grow into the high-performing, committed workforce your practice deserves.