Training for the new normal
Peter Teska, Global Infection Prevention Application Expert at Diversey, discusses with us the role of training and certification in the post- pandemic era.
With COVID-19 lockdown and quarantine measures slowly lifting across Europe, facilities are reopening to a new normal. Heightened expectations of cleanliness and hygiene are creating unique challenges for building service contractors (BSCs) and facility management companies.
As a BSC or facility management company, training your staff to align new technology or service requirements with your existing cleaning practices may be second nature. However, fulfilling your contracts post-pandemic, while continually and consistently satisfying new expectations, is sure to test your flexibility and responsiveness.
Training is critical
Implementing enhanced cleanliness, and all the other associated public health measures, requires some behavioural change for your staff. Therefore, providing correct training while ensuring staff are clear about expectations is critical.
With consumer surveys showing high concern about COVID-19 infection, it suggests organisations that demonstrate a commitment to public safety – and as a result a renewed emphasis on training – can potentially perform better. With the public looking for a safer experience, they may gravitate toward facilities that show a higher level of commitment as lockdown is eased.
Changing practices
Once you’ve made an assessment of how you’re going to implement public health interventions, you have to determine what behavioural changes you expect of your staff. The changes to their regular practices are likely to be significant, such as social distancing from fellow workers and other persons in the facility.
A new hygiene schedule may require the cleaning of communal areas or high-touch surfaces multiple times with risk determined by traffic. This creates a difference in working patterns for all concerned – both staff and management – which can potentially cause confusion.
Effective training recommendations
Consider the following best practices for your training program:
• Avoid inconsistency: New workers have an adjustment period with the expectation they can assimilate quickly. When it involves establishing new cleaning procedures, it makes it much harder for staff. It’s crucial to ensure
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that staff understand requirements with a standard set of rules.
• Language is also a factor. Many employed in cleaning are not fluent in the language of the country in which they work, so your task may be complicated by language barriers. Ensuring training involves graphical icons or visual demos and videos can be helpful, especially when trying to make any initial changes.
• Select the right training partner: Choosing the right training partner is crucial. Select a partner who supplies the core requirements to reopen, including: cleaning methods, wall charts and basic training videos; as well as printed checklists and self-audits. This gives your staff reassurance on the products involved and how to use them effectively. Consider partnering with your product supplier if they have a global reputation of knowledge and expertise.
• Create a reference point: In this new scenario for managers, learning at the same time as teaching is very difficult. The absence of your usual reservoir of experience on a subject can create a knowledge gap. Rely on trusted hygiene experts for recommendations and reassurance. This ensures your plans reflect the nuances of how you operate, while incorporating what is said by the leading global public health authorities.
• Consider e-learning: The convenience of in- depth modules of e-learning training in a single and searchable platform enables staff to achieve meaningful certification on cleaning methods, processes, products and procedures. It’s also ideal for training a large workforce without the expense of traveling and aligning everyone’s schedules.
• Prioritise flexibility and feedback: Because the situation is constantly evolving, establishing an ongoing communication process for training staff is key. It ensures that when changes occur, they do so with less disruption than when reliant upon a one-off training event.
• Managers should also assume employees may not get everything right the first time. Constructive feedback helps employees continually improve, and encouraging workers to raise concerns about best practices helps troubleshoot any issues.
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Incorporate competency methods: Managers and trainers should conduct practical evaluation to ensure staff fully grasp training. Institute a competency-based evaluation for every new practice. For example, provide mask training with someone who is experienced and who can provide feedback on the correct usage. As
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