a general guideline, face coverings (i.e. masks) may be required for use by staff. However, application of this advice depends on whether the practice is recommended by local government legislation which takes precedence.
• Competency-based training changes in the new normal when you start to include performance metrics around practices like hand hygiene, wearing masks, social distancing and disinfection of high-touch surfaces. This creates an ability to differentiate your services around meeting new standards of clean.
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Incorporate auditing and certifications: An auditing tool will help you compile and interpret key metrics. Expert support in implementation provides a third-party external view on compliance, while accreditation gives credence to cleaning procedures and quality of results. Certification conveys that staff are trained according to the highest professional cleaning standards and products by a highly reputable partner.
• Use procedural reinforcement: For any procedure to become standard behaviour, reinforcement must take place. Studies point to this cycle of reinforcement as necessary to implement and internalise new behaviours. In the short-term, staff are more likely to do these practices; however, the biggest challenge to a one-off event is that practices can slide back. Therefore, management must show a commitment to hold staff accountable.
Benefits of the right training
If your brand is associated with how your hygiene level is perceived, then there are advantages in achieving a more consistent performance of core behaviours. As practices change, more variations in employee performance can creep in. Training programs are designed to teach staff to do tasks in a standard way to reduce risks, avoid variations and present the best perspective to customers.
Training can also reinforce the importance of worker wellbeing. The expectation is that employees won’t turn up to their jobs when sick, as this could potentially spread COVID-19 to colleagues and their families. Creating a culture that evolves around health further helps negate the initial costs of training by improving productivity and reducing employee absenteeism. Employees who are better able to enforce hygiene practices may become better brand ambassadors and drive repeat business.
Future expectations
If customers expect BSCs and facility management companies to provide staff who will adhere closely to public health practices, you must demonstrate the required competency. The right training is undoubtedly one of the key levers to ensure your staff are modelling new behaviours correctly and consistently. It’s also an essential element for any BSC or facility management company facing the challenges of the new normal, and as such an essential constituent contributing toward your future success.
www.diversey.com
www.tomorrowscleaning.com FEATURE | 35 “Heightened
expectations of cleanliness and
hygiene are creating unique challenges
for BSCs and facility management companies.”
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