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Restoring Success: How to Effectively Use Lists for Restoration Operations

By Lisa Lavender M.T.R., M.F.S.R., M.W.R.

Photo credit: eyfoto / iStock / Getty Images Plus via Getty Images

May 8, 2023

For nearly 23 years in the industry, I have been making lists. All kinds of lists: supply lists, task lists, inspection lists, to-do lists, lists of lists that need to be made. After all these years, I am still making lists but with new eyes, knowledge, skills, and inspiration. 

Over the years, I had moments of frustration and thought, “no more lists!” I have had a few rants: “Do not make another list because I probably already made it!” I have pondered the use of lists after they were made. Some of the lists fall into the category of “they don’t work if we don’t use it.”    

If you are in this industry, you likely use a list, made a list, planned to make a list, or want a list. You may have experienced some list frustration. Where does our list passion come from? I have had the opportunity to have some great collaborative conversations with some of my restoration friends, and during one conversation I was referred to the book, The Checklist Manifesto, How to Get things Right, Autl Gawande. The following book review gave me goosebumps: “An electrifying manifesto that pairs the most advanced medical science with the humblest of tools:  the checklist….” Donna Seaman, Booklist. The title alone tells us where our list passion is found, “How to Get things Right.”  Summary: “…Atul Gawande makes a compelling argument that we can do better, using the simplest of methods: the checklist….how they could bring about striking improvements in a variety of fields, from medicine and disaster recovery to professions and businesses of all kinds…”    

Lists are widely adopted tools in many sectors and well-developed, accessible lists can be valuable job aids that help our teams succeed and improve our operational outcomes. I am always inspired by my military veteran restoration friends. Not only is their service to our country an inspiration but also the experiences, ideas and strategies from their military background being applied to restoration operations. 

I asked a process-driven military veteran and restoration business owner who I admire to share his thoughts on lists. Chris Sanford, MBA, Navy Veteran Business Owner, PuroClean Disaster Restoration Services:    

“I believe lists are critical to help prioritize and maximize what one can accomplish in a defined period of time. For more than 23 years in the Navy while on active duty and now in the reserves, I have kept a “wheel book,” aka notebook, by my side or on my person and each one is filled with a list of tasks for each day. I’ve broken pages up into tasks for me, emails to write, calls to make, and tasks to assign. I also use different color pens to differentiate normal vs urgent tasks. I’ve tried different digital solutions, but haven’t been able to switch over completely. Bottom line: every successful officer I have met in the military uses lists extensively to ensure nothing slips through the cracks. I also appreciate a good checklist, which is a specific type of list that can be a template used to perform a routine task without missing a step over and over, or a one-time-use checklist for a specific event or project. If you are really into lists for larger events and projects, Google “Plan of Action and Milestones (POAM),” it’s a list on steroids. . .the military loves lists! I have incorporated this into my business and encourage our staff to use both task lists, reminder lists, and checklists each and every day.”

If you have struggled to make lists to serve as job aids, you are not alone. As you read The Checklist Manifesto, you will gain valuable insight and knowledge regarding the use of lists, the expertise, and the development process. Today, I collaborate with our teams to make job aids to use in our own operations, as training tools, and for the restorers we serve. Below is a glimpse of the variety of efforts which also resulted in our internal joke of making things simple is not so simple. 

  1. Textile Sorting Chart: Took about two weeks and many iterations. After testing it, it needed to be adjusted several times.  
  2. Water Truck Inventory List: 97 items, only basic items, 3 months of perfecting the list and formatting for practical use and implementation. 
  3. Basic Water Loss – Day 1 Simple Steps: Not simple to make simple steps. Approximately 3 months, many iterations, and resulted in 17 Simple Steps, with some reminder bullets. 

Why is it so hard? It is a discipline with a series of best practices. This is important because the reality is all job aids, lists, are not created equally. I dug into the archives and as a young restoration company operator, I found my documents that were meant to be job aids were wordy documents that ranged from 300- to 1,000-word, single spaced, documents. This was the source of the problem. This was not an effective approach to giving the tools to the team that I was trying to create. They would be fine in a comprehensive manual but not serve as job aids. Here are a few tips (checklist) to help you develop and/or implement lists as job aids. 

  • Simple: Be extremely concise. It is not a replacement for training and experience. I can attest that this is a very difficult element to conquer.  
  • Format and Approach: There are a variety of approaches from a simple checklist to a flow chart. Example: How to Train Someone is an 8-Step Flow Chart   
  • Design: The graphic design, font, colors, and imagery should all be considered. 
  • Test: Test your list/job aid. Your first iteration may have missed something. This is part of the development process. 
  • Incorporate the use of the lists and company expectations in your training and development initiatives. 
  • Accessibility: The team must have access to the lists & job aides. It may be digital, attached to assignments, paper hanging in the warehouse, truck, or placed strategically like putting a PPE Bag Inventory List on the bag itself.  

May using lists bring you much Restoring Success.

KEYWORDS: employee training how to increase restoration

Results-Oriented Training Starts with Commitment

company culture, employee training, innovations in restoration, restoration industry growth, restoration professionalsRestoring Success

By Lisa Lavender M.T.R., M.F.S.R., M.W.R.Phill McGurk

United by a passion for Learning Cultures

I first met Phill McGurk in 2016, and I had the pleasure of tasting Vegemite. “I have to say, it’s an acquired taste.”

Fast forward, Phill and I reconnected and shared our passion for training, employing innovative technology in learning, and our industry in general. We are a global industry, and although there may be different regulations, languages, and units of measure, we are all united by many universal approaches, including our applications to training and engaging industry members. We are united by the need to have a culture of learning where our teams can grow and our companies can succeed.

Phill’s Journey

Learning is a lifelong journey. That’s right. The world is rapidly changing, and the workplace is no exception. It is important to embrace continuing education within the workplace. It benefits individuals and contributes to our organization’s overall success.

In today’s fast-paced world, the only constant is change. Industries are rapidly evolving, technology is advancing at a breakneck speed, and new, innovative approaches are replacing the skills we once thought were indispensable. As a result, the need for continual education within the workplace has never been more critical. By embracing a mindset of lifelong learning, we not only adapt to these changes but also drive our organizations forward. This allows us to remain competitive in this ever-changing landscape.

Continual education is not only about acquiring new skills or knowledge; it’s also about fostering a culture of growth and development. When we commit to learning and self-improvement, we inspire those around us to do the same. This collaborative atmosphere creates a thriving workplace where employees feel empowered and engaged. This translates into job satisfaction, increased productivity, and tremendous success for the organization.

As we consider the journey of learning, let us remember that education is not just a means to an end but a lifelong pursuit that enriches our lives, workplace, and community. By embracing continual education within the workplace, we create a brighter future for ourselves and the generations to come.

The Journey and Commitment

If you have struggled with enjoying the benefits of a Learning Culture in your organization, the solution may be found in commitment. “Only one in four senior managers report that training was critical to business outcomes.” (Harvard Business Review, 2016) In consideration of this sad statistic, we can gain insight into the element of commitment.

Robert O. Brinkerhoff’s High-Performance Learning Journey presents a curriculum design approach which uses an engineered process based on over 40 years of research. He notes that commitment is one of the most critical elements related to overcoming performance barriers in training outcomes. It should also be noted that Brinkerhoff’s design approach is focused on performance outcomes and linked to business rationale.

In Improving Performance through Learning, A Practical Guide to Designing High-Performance Learning Journeys, by Robert O. Brinkerhoff, Anne M. Apking, and Edward W. Boon, it is noted that when creating a High-Performance Learning Journey (HPLJ), the first core element is commitment. The authors continue to outline the groups whose commitment level will have an impact on training outcomes:

  • Participant Commitment: Are the members of your organization engaged and excited to learn? Is there a connection to their performance and opportunities to grow in your organization and industry?
  • Managers and Supervisors: In a broad sense, consider the commitment of the leadership. There are a wide variety of performance barriers post-training that link back to the leadership. A few examples include: continuous feedback, the opportunity to apply in the workplace, and even the amount of training and resources available.
  • Peer Commitment: When our peers to do not engage with us, or worse, apply “the way we have always done it” pressure, it will adversely impact the learning culture and diminish the return on training initiatives.
    As we consider ways to build a learning culture, we must start with getting an unwavering commitment from all key people.

Using a Career Pathway to Build a Training Culture for Positive Returns

Building a training culture is essential for ensuring that employees have the skills and knowledge needed to make positive returns. The best training includes regular reviews and assessments so that professional development and improvement can take place. Companies must also reward those who demonstrate improved competencies through increased responsibility or compensation to ensure employees understand the value of training and its impact on their work. Make it a part of your culture that instead of asking for a raise, we ask, “How can I increase my value?” (Read More on that here.)

Taking time to nurture and develop existing staff through mentorship programs is key for successful engagement. This allows employees to familiarize themselves with new concepts while gaining the levels of confidence needed throughout their careers.

Mentors should provide constructive feedback, allowing progression towards meeting challenges within the workplace while also providing guidance and support if mistakes occur. Improving already established relationships between management and staff paves the way for a successful transition into a positive training culture.

| ▶ How to Train Someone: Steps.

Tips to Increase Commitment and Build a Learning Culture

Building a learning culture and commitment to learning is a key factor for long-term success. There are several ways to improve commitment from the top down and ensure that all team members feel part of something bigger.

Tips:

  1. Focus on core values,
  2. Provide recognition and rewards for successes,
  3. Set goals and expectations,
  4. Communicate and provide continuous feedback,
  5. Invest in training and development,
  6. Promote collaboration,
  7. Foster autonomy and empowerment,
  8. Include training and development in job responsibilities and performance evaluations,
  9. Understand and utilize the concept of ROI in training, Return On Investment,
  10. Tie training to performance outcomes with a business rationale (HPLJ),
  11. Download Quick Tips:

These tips will help create an environment that promotes personal growth and overall organizational effectiveness.

Utilizing Technology

As advancements in technology continue to unfold, using innovative tools fit for the building restoration industry is only going to grow in its potential. We have come a long way from the traditional methods of completing projects; using new technologies will take us to an even more promising futures.

May getting commitment to training in your organization bring you much Restoring Success.company culture, employee training, innovations in restoration, restoration industry growth, restoration professionals