Is Your Team in Learning Mode? Here’s How to Make It Happen

Does your practice feel a little chaotic sometimes? You’re not alone. Each week in Calm the Chaos, I’ll share actionable strategies, real-world stories, and simple tech solutions to help you take control and create a better experience for your patients and team.

Continuous improvement is necessary in every medical practice. But getting teams into learning mode isn’t always easy. Many offices struggle with resistance to change, a lack of belief that training is worth the investment, or simply not knowing which training to choose.

Here’s the truth: Once your team realizes there are simple, actionable frameworks like LAST (Listen, Apologize, Solve, Thank) and THINK (Is it True, Helpful, Inspiring, Necessary, Kind?), they feel empowered to create positive change immediately. Most staff members just want clear guidance on what to do and say—and when they get it, everything changes.

STORY TIME:

How One Simple Change Transformed a Podiatry Practice’s Patient Experience

BEFORE THE FIX:

A podiatry office kept receiving patient feedback that the front desk staff seemed cold and unapproachable. The manager knew the team wasn’t trying to be rude, but something needed to change.

THE SOLUTION

She introduced the LAST Model to improve patient communication. But instead of making it feel like another “mandatory training,” she did one simple thing:

She gave every staff member a small mirror to place on their desk and encouraged them to check their own smile throughout the day.

THE RESULTS

• Smiles became second nature—and patients noticed.
• Staff began greeting patients with warmth and confidence.
• Patient feedback improved dramatically, and the front desk team felt more engaged and connected.

Small changes create big results when they’re easy to implement.

ACTIONABLE TIPS FOR THE WEEK

Getting Your Team into Learning Mode

• Make learning fun. Gamify it by celebrating learning milestones and achievements.
• Set specific goals tied to patient feedback. Example: If feedback highlights weak communication, focus training on role-playing and active listening skills.
• Block out an in-service for live training. A dedicated team learning session can boost morale and motivation.

TANIA'S TECH TIPS:

Training Tools That Make a Difference

Use Loom for quick, internal training videos. It’s an easy way to create step-by-step tutorials for software, processes, and workflows—plus, you can update them anytime.

Plug into virtual training options. Online courses allow your team to learn at their workstation without disrupting patient care.

Don’t forget the headphones. When setting up self-paced online training, ensure that each staff member has headphones to focus without distractions. Surprisingly, this is often overlooked.

WHAT I'M READING

 My Own Book – Medical Practice Makeover: 21 Ways to Calm the Chaos and Achieve Excellence

This week, I want to highlight my own book because Chapter 13: Keep Your Team in Learning Mode is so relevant to what we’re discussing.

"Without continuous training, your practice risks becoming stagnant. If your people feel stuck, the high achievers may start seeking out additional education on their own and eventually move on to a practice that offers more opportunities for growth."

A thriving practice isn’t just about keeping up—it’s about leveling up. When you invest in training, you’re not just developing skills—you’re fostering loyalty, engagement, and a culture of excellence.

Small Changes, Big Results

Get Your Team Excited About Training!

The best training is simple, actionable, and easy to implement. That’s exactly what Everyone’s a VIP: Mastering Patient Communications for Excellence is designed to do—give your entire team the skills and confidence to improve patient communication in just a few short lessons.

This self-led course is built specifically for front-line staff and provides them with real-world strategies to elevate the patient experience, reduce misunderstandings, and make customer service second nature.

Join the waitlist today and be the first to know when enrollment opens for your team.

JOIN THE WAITLIST

You’ve Got This!