By Scott Rohde, PECP, PTMP

This blog wraps up my thoughts on applying critical thinking to new employee onboarding and on-the-job training.  I will describe an example of how I would apply critical thinking training to a session for new employees.

My example will be training the employees on the importance of customer service.

First, I would begin by clarifying the employees background information, customer service, and develop a working knowledge of what he or she already knows.  I would then ask them to describe a time when they applied good customer service skills.  I would use the employees’ response as a time to inform them about the uniqueness of our company’s operation and describe an example that I was engaged in where customer service was less than stellar.

Next, I would engage the employees and ask them to describe what information they need from me to help clarify the company’s position on customer service.  I would be able to discover and explore some potential weaknesses, misunderstandings or misinterpretation of the way we expect employees to interact with the public.

Next, I would ask the employee to consider different perspectives. If there were multiple students being onboarded, I would ask them to work in groups and engage in discussions with others.  Each person can then report out to the larger group what their experience was with engaging with others and what, if any, consensus could be drawn.  Once that was accomplished, I would take the time to negotiate and try to build cooperation with those that have a view not in conformity with our stated customer service goals.

I would offer some evidence for them to review, potentially a case study or something similar.  After they’ve reviewed the material, I would ask them to frame the example given within our operating policies and ask them to test and revise what went well and what likely would not go well with the customer interaction in the given scenario.

Next, I would spend some time consolidating new understandings that employees derived through the exercise and attempt to integrate that back to the rationale we provide a stated level of customer service.

Lastly, we would return to where we started, which is clarifying what we already know, but here now applying the new information that was gathered from our training exercise.

Scott Rohde, PECP, PTMP, is the Director of Public Safety for Wesleyan University. Scott can be reached at srohde@wesleyan.edu.