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MAY 2020 I PCB007 MAGAZINE 89 ior is a behavior observed by someone that they find beneficial to them in some way. There's a motivating factor behind it. Unlike in- nate behavior, a learned behavior is one that you make a conscious decision to learn; in other words, nurture rather than nature. Think about writing. When you first began to learn to write, it required constant thought and at- tention. Now, when you jot down a note, it is au- tomatic or second nature. That is how all learned be- haviors are developed. The following list is a way to initiate and reinforce the learned be- haviors that will be required to foster the cul- ture needed to get the full benefits out of all the concepts, techniques, and methodologies discussed throughout this series. Prepare all employees much as a trial lawyer would prepare a witness, including: • Coaching responses – Not just answer, but the tone, eye contact, politeness, etc. – Confidence (a learned behavior) • Scripting for common questions – Where is your procedure? – How do I know you are trained to do this operation? – Where are your training records located? • Memorizing the quality policy and battle cry – Teach and practice with internal audits and rallies – Query employees with every interaction • Helping operators to understand procedures (this is a MUST) – Don't teach memorization – Teach content and structure ° Know the importance of standardized sections ° Know where to find answers – Operator certification: open-book test • Training operators not to guess at auditor questions – Teach "Please let me refer to my procedure" – Supervisor or ISO rep can assist in guiding employee to correct answer • Practicing response time to the 15-second rule You must be comfortable with 100% of em- ployees' abilities to deal with auditors/custom- ers. Condition employees through internal au- dits, and practice, practice, practice. Cheating is not acceptable; facilitate applied learning because character and integrity are everything. Conclusion It is my desire that as we work through the various strategies, techniques, and tactics pre- sented throughout this series, you will appreci- ate that these are tried-and-true, practical ap- plications and lessons learned over the course of my career that I hope you will find some value in. PCB007 Steve Williams is the president of The Right Approach Consulting. To read past columns or contact Williams, click here.