When I first started at Providence as a Patient Services Specialist (PSS), I went through an in-depth onboarding program that I found really beneficial. The training combined online learning modules with shadowing experienced team members at the front desk. Similar to UPS’s redesigned driver training described in Fortune, Providence’s program allowed me to learn by doing—checking in patients, scheduling appointments, and using the electronic health record system under real conditions. That hands-on experience made the learning stick much more than just reading instructions could have. My supervisor and coworkers were also very supportive, checking in regularly and answering questions, which aligns with Ellis et al. (2017), who emphasize that effective onboarding depends on manager and team involvement.
In contrast, one training that I didn’t find very beneficial was a required annual compliance course. It was a self-paced online module filled with dense text and quizzes that felt disconnected from my day-to-day responsibilities. As Buckingham and Coffman (2016) explain, effective development focuses on individual strengths and relevant job skills. This compliance training was one-size-fits-all and didn’t offer any chance to apply what I was learning. Similarly, the New York Times article on Walmart Academy points out that even well-intentioned training programs have limited impact when they don’t connect to real growth or practical outcomes.
Reflecting on both experiences, the PSS training worked because it was interactive, job-specific, and reinforced through real practice and team support. The compliance course failed because it was generic and lacked engagement. True learning, as this week’s materials suggest, happens when training is relevant, experiential, and supported by meaningful guidance.
References
Buckingham, M., & Coffman, C. (2016/2020). First, Break All the Rules.
Ellis, A., Nifadkar, S., Bauer, T., & Erdogan, B. (2017). “Your New Hires Won’t Succeed Unless You Onboard Them Properly.” Harvard Business Review.
“Making of a UPS Driver.” Fortune.
“At Walmart Academy, Training Better Managers. But with a Better Future?” New York Times.