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Jacqueline Ogiemwanre, outpatient Phlebotomy supervisor, has taken every course offered by Organizational Development & Learning in HR.
“I am so grateful that I could take these classes,” said Ogiemwanre, who has been within Partners for eight years. “They really have enhanced my knowledge and sharpened my skills in interviewing, communicating with my team and adapting to deal with all kinds of situations.”
There are more than 15 courses offered by OD&L designed to help BWHers enhance their performance at work. That includes courses in service excellence, medical terminology, Spanish for the health care provider and more. Managers can hone their interviewing and team-building skills and learn about cultural competence.
“We’re providing quality learning opportunities right at the hospital,” said Angela Crutchfield, director of OD&L.
OD&L began working to offer these courses on site two years ago. Now, the department boasts a full training schedule with three full-time consultants teaching courses. CEU credits soon will be offered.
Julie Ogg, practice administrator for Faulkner Community Physicians within the BWPO, enrolled herself in Nuts and Bolts of Leading at BWH and has sent staff to True Colors and Valuing Style Differences, a course that focuses on recognizing and embracing individual and team differences. It enables participants to identify their personality style and discover what triggers disrespectful behavior at work. Teams often take it together.
“The two employees I sent loved True Colors,” Ogg said. “I’m sending two more employees soon.”
For staff in customer service roles, the three-part Service Excellence series provides guidance for turning negative customer interactions into positive experiences and learning about the customer or patient’s perspective.
“We’re focusing on the heart of service excellence because we already know the mechanics of it,” Crutchfield said. “If my heart is connected to the vision of the organization, if it’s part of what I value, then I will make a greater impact when I connect with patients.”
OD&L also offers courses tailored to BWHers in management and leadership positions. Nuts and Bolts of Leading, which replaced the former New Manager Orientation, is required for all newly-hired managers. Building an HR Foundation for leaders, taught by HR subject matter experts, is another required program for BWH managers. Managers can also enroll in Strategic Leadership for Innovation and Change, a course taught by executive leadership at BWH.
“Who better to learn from than our own leaders?” said Crutchfield.
For more information and a complete list of courses, visit www.brighamandwomens.org/HumanResources/odlmain.aspx