Dos and don'ts for team management

Scripting is your best training tool

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.

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.