Tell us about a time when you had to overcome resistance or skepticism from staff during training sessions. How did you address it?

INTERMEDIATE LEVEL

Sample answer to the question:

During a training session for a new EHR system, I encountered resistance from some staff members who were skeptical about adopting the change. I addressed it by acknowledging their concerns and explaining the benefits of the new system. I shared success stories from other healthcare facilities that had already implemented the EHR system, highlighting the improvements in patient care and workflow efficiency. I also offered additional support by scheduling one-on-one sessions with the skeptical staff to address their specific concerns and provide personalized training. By listening to their feedback and offering ongoing support, I was able to gradually overcome the resistance and skepticism.

Here is a more solid answer:

During a training session for a new EHR system, I encountered resistance from some staff members who were skeptical about adopting the change. To address it effectively, I used my strong communication and presentation skills to create an open and collaborative environment. I started by acknowledging their concerns and empathizing with their uncertainties. Then, I provided a comprehensive overview of the benefits of the new system, using real-life examples and case studies to demonstrate its impact on patient care and workflow efficiency. To ensure engagement, I incorporated interactive activities and discussions to encourage participation. I offered one-on-one support to the skeptical staff, scheduling personalized sessions to address their specific concerns and provide hands-on training. Additionally, I leveraged my technical proficiency with EHR systems to troubleshoot any issues they encountered during the training. By combining patience, support, and technical expertise, I was able to gradually overcome the resistance and skepticism, helping the staff embrace the new EHR system.

Why is this a more solid answer?

The solid answer expands on the basic answer by providing specific details on how the candidate addressed the resistance and skepticism. It also demonstrates the candidate's proficiency in the required skills, such as communication and presentation, teaching and engaging learners, technical proficiency with EHR systems, and organizational skills. However, the answer can still be improved by providing more concrete examples and outcomes of the candidate's actions.

An example of a exceptional answer:

During a training session for a new EHR system, I encountered resistance from some staff members who were skeptical about adopting the change. To address this, I took a proactive approach by conducting a pre-training needs assessment to identify potential barriers and concerns. This allowed me to tailor the training program to address their specific needs and alleviate their skepticism. During the training sessions, I applied my strong communication and presentation skills to create a safe and inclusive learning environment. I used storytelling techniques to share success stories from other healthcare facilities that had implemented the same EHR system, emphasizing the positive impact on patient care, time savings, and data accuracy. To engage the staff, I incorporated various interactive activities, such as role-playing and hands-on exercises, to ensure a practical understanding of the system. I organized small group discussions to address concerns in a more personalized manner and encouraged peer support. Additionally, I provided ongoing support after the training sessions by scheduling follow-up sessions to address any lingering questions or difficulties. Through continuous feedback and evaluation, I refined the training program to make it more effective and relevant. As a result, the staff members gradually embraced the new EHR system, and the healthcare facility experienced improved workflow efficiency and enhanced patient care.

Why is this an exceptional answer?

The exceptional answer goes above and beyond by providing a comprehensive and detailed account of how the candidate addressed the resistance and skepticism. It demonstrates the candidate's proficiency in all the required skills while also showcasing their ability to proactively assess needs, personalize the training, and continuously improve the program based on feedback. The answer also highlights the specific outcomes and benefits achieved as a result of the candidate's actions. Overall, it provides a strong and compelling response to the question.

How to prepare for this question:

Familiarize yourself with different EHR systems and their benefits to be able to effectively communicate the advantages of adopting a new system.

Practice active listening and empathy skills to address concerns and uncertainties from staff members.

Develop a repertoire of engaging and interactive training techniques, such as role-playing and hands-on exercises, to ensure effective learning experiences.