Collector – August 2019 - 44

CREATIVESOLUTIONS

Learning Opportunities
How to help employees adopt a growth mindset and embrace continuous
education.
By Ronna Denny

W

hat comes
to mind
when your
boss wants to review
a mistake with you?
I would wager that
your first thought is
not, "I'm excited to
learn!" Could this be because reviewing
a mistake is the only opportunity we are
given to learn? Many of us have grand ideas
of what ongoing education should look
like. However, are we able to accomplish
that education plan or does it routinely end
up on the back burner due to what we, as
management, identify as more pressing,
more important issues?
This can certainly create a challenge.
When education falls as a priority for us,
employees notice, and it falls as a priority for
them as well. An additional challenge may
arise when the employee says, "I have too
much to do" and feels they can't possibly take
time away from their daily duties to learn
something new.
If learning is not considered a
continuous routine in your company's
culture, employees are bound to feel
intimidated by it. That's why it's important
to deliver learning opportunities to
employees more frequently. This could
include on-site training run by the
employees themselves, especially if said
employee is an "expert" in their piece
of the process. Other ideas include duty
shadowing, offering online training portals
and adding an education section to each of
your departmental meetings.
Talk with your employees about what
learning opportunities they would like to
experience and emphasize how learning can
lead to career progression. Consider asking
each of your employees to map out a career

44

plan that includes the anticipated training
they will need to reach their goals. This
could help you identify training others may
also need while ensuring employees will be
genuinely motivated to engage. This exercise
will also help employees clearly see the
connection between learning opportunities
and their career goals.
Think about how you address an
employee mistake. Do you approach it with
a hammer and a hankie? Do you mention
it in passing as though it's not a big deal?
Neither of these approaches, in my opinion,
works very well.
Mistakes should be addressed in as close
to real-time as possible. Ask the employee to
review the account, document or instance,
and point out anything that might have been
missed. If they can't identify the mistake,
walk them through the process until they are
able to identify the mistake.
Ask the employee if they understand why
what they did is considered a mistake. Do
they understand the consequences that could
filter down to them? Are they aware of the
laws in this situation and how they may be
personally liable for a violation? Ask the
employee what they can do to prevent the
same mistake from occurring again. Often
they'll have the solution.
Once you've completed this process, be
sure to thank them for taking the time to
learn from this. If you learned something
during the process, acknowledge it. Say it
out loud to the employee and thank them for
teaching you.
The more we turn everyday instances
into education opportunities, the more
solid our intended culture of growth and
learning will become.

CREATIVE
SOLUTIONS

Ronna Denny is the senior vice president of
legal for CollectionCenter Inc.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector – August 2019

Table of Contents for the Digital Edition of Collector – August 2019

President’s Page
Industry News
Best Practices
FYI
Collection Tips
How a background in making people laugh has helped Roger Weiss, ACA’s new president, educate and engage an industry.
No Good Option
“You’ve got to be a compliance cheerleader for the organization, and that takes a lot of energy.”
Protecting Health Care Data
Calendar
Honor Roll
Education Spotlight
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – August 2019 - Cover1
Collector – August 2019 - Cover2
Collector – August 2019 - 1
Collector – August 2019 - 2
Collector – August 2019 - 3
Collector – August 2019 - 4
Collector – August 2019 - President’s Page
Collector – August 2019 - Industry News
Collector – August 2019 - 7
Collector – August 2019 - 8
Collector – August 2019 - 9
Collector – August 2019 - Best Practices
Collector – August 2019 - 11
Collector – August 2019 - FYI
Collector – August 2019 - 13
Collector – August 2019 - Collection Tips
Collector – August 2019 - 15
Collector – August 2019 - How a background in making people laugh has helped Roger Weiss, ACA’s new president, educate and engage an industry.
Collector – August 2019 - 17
Collector – August 2019 - 18
Collector – August 2019 - 19
Collector – August 2019 - 20
Collector – August 2019 - 21
Collector – August 2019 - 22
Collector – August 2019 - 23
Collector – August 2019 - No Good Option
Collector – August 2019 - 25
Collector – August 2019 - 26
Collector – August 2019 - “You’ve got to be a compliance cheerleader for the organization, and that takes a lot of energy.”
Collector – August 2019 - 28
Collector – August 2019 - 29
Collector – August 2019 - Protecting Health Care Data
Collector – August 2019 - 31
Collector – August 2019 - 32
Collector – August 2019 - 33
Collector – August 2019 - Calendar
Collector – August 2019 - Honor Roll
Collector – August 2019 - Education Spotlight
Collector – August 2019 - 37
Collector – August 2019 - 38
Collector – August 2019 - 39
Collector – August 2019 - 40
Collector – August 2019 - 41
Collector – August 2019 - 42
Collector – August 2019 - 43
Collector – August 2019 - 44
Collector – August 2019 - 45
Collector – August 2019 - 46
Collector – August 2019 - 47
Collector – August 2019 - ACA SearchPoint
Collector – August 2019 - Ad Index
Collector – August 2019 - Membership
Collector – August 2019 - 51
Collector – August 2019 - Last Word
Collector – August 2019 - Cover3
Collector – August 2019 - Cover4
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