Excellent to see you’re taking away some good training and management information from these sessions. I want to comment upon what you mentioned specifically about setting the ground rules at the the hiring. This is good advice and depending upon what learning theory you subscribe to, it could be said that the key part about setting the standard at the moment of hiring could be attributed to the fact that you are specifically encoding a set of rules from the get go (to be de facto as you had mentioned). This not only sets a precedent, but the fact that you may reiterate the same info. to them later while “on the floor” is a memory “jog” that reinforces the learning that you want them to have. Theoretically, it ought to quickly cut down on you having to repeat these policies.

Anyway, it sounds like an interesting time! If you’re interested in any other perspectives or training/learning theories or methods, feel free to shoot me an email. Virginia Tech’s Ph.D. program has been busy filling my head with some great ideas that are actually applicable. (I’m actively researching and running studies of metacognitive skills in problem-solving situations. Reminds me a lot of working a help desk or managing a classroom. Enjoy!