DSS New Hire Training

1
DSS New Hire Training

• Welcome!

2
DSS-Company History

• A start up company in 1992, DSS, Inc.
  grew out of the basement and back bedroom in the
  Byers household in Broomfield, Colorado.  The
  original intent of DSS was to use new technology
  to create a Document Imaging product for
  electronic storage.  In the fall of 1997 DSS
  moved from Aurora, Colorado to Palm Beach
  Gardens, Florida. After many twists and turns
  and through the persistence of many dedicated
  employees, partners and founders, DSS grew from a
  company of eight employees in 1997 located in a
  small office off of A1A to the company we are
  today of approximately 200 employees.
•  

3
DSS MISSION STATEMENT

• Our Mission is to provide tools, services and
  education to advance the flow of information in
  the electronic healthcare workplace.

4
DSS Offices and Departments

• There are eight departments and almost 100
  employees in the Juno Beach Office, which is DSS
  Headquarters.
• Atlanta
• Tampa
• Minneapolis (Sage)
• Salt Lake City (ILC)
• Remote employees

5
Administration Department

• The Business Administration Department and
  administrative assistants are responsible for all
  accounts receivable and payable, all banking
  operations, expense tracking and reporting,
  payroll, tax reporting, all health and business
  insurances, the printing and shipping of
  documentation, and all other matters which enable
  DSS to conduct business in a professional and
  ethical manner.
• The DSS HR department is part of the
  Administrative Department and is responsible for
  recruiting new employees and monitoring and
  assisting with all employee needs.
• Training and education on corporate policies and
  procedures are planned, maintained and executed
  through the Administrative Department.

6
Departments-Development

• The Research and Development Department started
  in 1995 and has a staff of over 30 software
  engineers.
• Software engineers interface with Technical
  Support, QA, Product Line Managers and
  Sales/Marketing to report, define, analyze and
  track any bugs/issues encountered in the field.
• The software engineer receives prioritized list
  of enhancements and bugs and works with the
  Product Line Manager to correct the issues and
  deliver a quality product. Before releasing any
  product to QA, the software engineer performs
  thorough testing to guarantee the product is as
  defect free as possible and meets all of the
  specified requirements as defined by the product
  team.

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Departments-Installation

• Manager Chuck Meyers
• PMP
• The installation department is responsible for
  all government applications purchased that need
  to be installed within a Federal Government
  facility.  The installation departments prime
  customer is the Veterans Administration with over
  150 main facilities. 
•   Once a PO (Purchase Order) is received, the
  installation department will coordinate the
  complete installation and testing of the DSS
  marketed products in preparation for training. 

8
Departments-IT Support

• IT Support is responsible for the following
• Analyzing and auditing our systems and software
• Applying operating system updates, patches and
  configuration changes
• Ensuring that the network infrastructure is up
  and running
• Assist employees with technical inquiries
• Installing and configuring new hardware and
  software
• IT Manager Brian Visser
• Chris Sindone (Senior Systems Administrator)
• John Beasley (ASP Administrator)
• Carlos Serpa (Linux Systems Administrator)
• Jeff Rossi (Systems Administrator and IT
  Specialist)
• Nicholas Monsour (Applications Administrator)

9
Departments-Technical Support Services

• Manager- Richard Lea
• Technical Support Services (TSS) supports our
  products that are deployed in the VA by
  telephone, email, remotely and in some cases, on
  site presence.
• The Technical Support Specialist is typically
  the first point of contact when a customer is
  experiencing difficulties with our products.
  Coverage is provided Monday-Friday between the
  hours of 8AM EST and 7PM EST except for holidays.
  After hours coverage is provided as needed for
  critical issues through the use of on-call
  resources.

10
Departments-Publishing

• The Publishing Department, managed by Edwin
  Barreto, is responsible for the following
• Creation/revision of all user guides, technical
  and administrative manuals
• Visio flowcharting software/network diagrams
• Adherence to Class 1 compliance
• Adherence to VA documentation standards
• Creation/revision of help files for software
• Work with trainers and QA staff during revisions

11
Departments-Quality Assurance

• The Quality Assurance Department was implemented
  in 2002 and has a staff of 20 QA Analysts
• The Quality Assurance (QA) Analyst is responsible
  for ensuring our applications execute correctly
  and accurately through testing to track and
  report any product defects.
• The QA Analyst interfaces with Technical Support,
  Developers, Product Line Managers,
  Sales/Marketing and Customer Support to report,
  define, analyze and track any bugs/issues that
  are encountered.
• The QA Analyst may need to interface directly
  with DSS clients/customers/end users as
  necessary.

12
Sales and Marketing

• The Sales Department markets our products and
  services to the VA, DoD, IHS and the private
  sector as well.
• VP of Sales and Marketing Joe Byers
• Sales Director Rodney Neal
• Strategic Account Manager Jim Trompeter
• Inside Sales Coordinators
• Jeff Bechtel
• Michelle Zabella
• Account Managers
• Kevin Guiles
• Rob Gill
• Hardy Faison
• Stephanie Binch
• Nichole Price
• Alyssa Tsai

13
Marketing Department

• Manager Mike Ginsburg
• Marketing Specialist Alyssa Stanley
• SEWP Administrator Kelly Kavooras
• (Solutions for Enterprise-Wide Procurement)

14
Departments-vxVistA

• vxVistA is an open source, enhanced version of
  VistA for use in non-VA settings, as well as a
  complete suite of add-on modules that improve the
  capabilities of VistA. The company provides
  software, integration, installation, project
  management, training, support and development for
  VistA and vxVistA. DSS is also a supporter and
  founder of www.vxvista.org, a collaboration
  environment supporting the adoption of VistA and
  vxVistA, as well as thought leadership and best
  practices.
• Hugh Creedon is the manager of vxVistA
  operations.

15
The Veterans Administration

• DSS has had a relationship with the VA for over
  17 years
• We currently have five nationally purchased
  products in the VA
• The VA is broken down into VISNs. There are 21
  VISNs in the Continental United States (CONUS)
• There are over 150 Veterans Hospitals in the
  Continental US (CONUS) and close to 1500
  Community Based Outpatient Clinics (CBOCs)

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The Veterans AdministrationVISN MAP
17
The Veterans Administration

• The Goal of the Veterans Administration
• Our goal is to provide excellence in patient
  care, veterans' benefits and customer
  satisfaction. We have reformed our department
  internally and are striving for high quality,
  prompt and seamless service to veterans. Our
  department's employees continue to offer their
  dedication and commitment to help veterans get
  the services they have earned. Our nation's
  veterans deserve no less.

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DSS Products

• RTV (Real Time Vitals Avery Bar Code)
• This application directly imports patient vitals
  into
• VistA /CPRS by a scan of the patients
  wristband.
• Doc Manager
• DSS Doc Manager allows the user to scan and
  view
• both clinical and administrative documents.
  Multiple
• users within the facility or VISN, may access
  these
• documents simultaneously.

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DSS Products-continued

• MHS (Mental Health Suite)
• DSS Mental Health Suite is the second generation
  of MHTP (Mental Health Treatment Plan). The
  application automates the intake documentation
  process and production of patient treatment
  plans.
• PAMS (Patient Accounts Management System)
• PAMS was created to help hospitals and
  clinics administration in their billing processes
  and claim reconciliation. PAMS reporting and
  historical data allows supervisors to easily find
  and create reports.

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DSS Products-continued

• TRM (Telecare Record Manager)
• DSS TeleCare Record Manager is a complete
  telephone liaison care management system. TRM is
  integrated with the DSHI Veterans Heath Gateway
  (VHG) algorithmic triage protocol system.
• CNTS (Clinical Note Templates)
• DSS Clinical Note Templates (CNTs) automate
  the
• entire process of producing an accurate,
  consistent
• and compliant progress note.

21
DSS Products-continued

• CIS-DataBridge (CIS Clinical Information
  System)
• An interface that facilitates the communication
  between commercially developed products and VistA
  .The 3 major components are
• SAVLink (Surgery Anesthesia Link)
• ICULink (for use in critical care areas)
• DataLink (for use in the VA Data Analytics
  project)
• HB Mobile
• HB Mobile is a Home-Based Health Software system
  that is fully integrated with VistA.  This
  integration allows providers the ability to
  quickly and efficiently record patient
  information while on patient visits, for
  subsequent uploading into VistA, via a tablet
  device.  The HB Mobile system has been developed
  and refined using the experience and practical
  knowledge of project team members and
  stakeholders from RNs, LPNs, and IT
  Professionals.

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DSS Products-continued

• EOB (Explanation of Benefits)
• Facilitates insurance payment information. When
  a company submits payment to the facility, they
  can provide an EOB which explains which
  treatments received payment and any that were
  denied.
• VACC (VA Chart Complete)
• Produces a list of required documents to be
  included in a patients record upon admission.
  Continuously reviews the record and notifies the
  user of incomplete documentation. This is very
  important for auditing and billing purposes.

23
DSS Products-continued

• TheraDoc
• An infection control monitoring product used to
  provide clinical staff with proper information
  and tracking of the care of patients with
  contagious diseases.
• VCM (VistA Chemotherapy Manager) formerly known
  as IntelliDose
• Cancer treatment planning and information
  tracking product used within the Oncology
  departments. Allows clinical staff to write
  prescriptions and send them directly to the
  pharmacy departments, making cancer care
  virtually a paperless process.

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DSS Products-continued

• Medflow
• DSS builds the interface for this partner
  product. Medflow is an eye care treatment,
  planning and tracking product.
• PocketMD
• DSS builds the interface for this wireless hand
  held patient record product.
• Radwise
• DSS builds the interface for this radiology
  decision support system.

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National Products

• ROI (Release of Information)
• The DSS Release of Information software is
  designed to automate the entire process of
  managing the electronic medical record release of
  information requests.
• DRM Plus (Dental Record Manager Plus)
• Dental Record Manger Plus uses a simple
  graphical interface allowing the user to enter
  diagnostic findings, treatment plan procedures
  and charting.

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National Products

• ICB (Insurance Capture Buffer)
• The ICB module is an insurance card scanning and
  VistA Buffer File update management system
  designed to enhance the insurance data collection
  and verification processes for the VA Hospitals.
• FBCS (Fee Basis Claims System)
• Fee Basis Claims System (FBCS) is designed
  to improve Fee Basis claims management and
  adjudication. It will bring efficiencies to the
  processing of claims as well as provide a
  knowledge base of information needed to
  strategically guide the decisions made about
  Non-VA care.

27
National Products-continued

• EPS (DSS/QuadraMed Encoder Product Suite)
• Encoder Product Suite (EPS) for VA Medical
  Centers provides VistA integrated software
  solutions to improve compliance, workflow
  efficiencies and revenue enhancement.
• EPS is made up of the following components
• Compliant Coding Module (CCM)
• Audit Compliance Manager (ACM)
• VIP Workplace (VIP-W)
• VIP Director (VIP-D)

28
DSS Partners and Subsidiaries

• Partners
• QuadraMed (EPS VACC)
• VRS- VistA Revenue Solutions (FBCS and ICB)
• CMS- Complete Medical Solutions(FBCS)
• DSHI Systems- (TRM)
• DSS Subsidiaries
• Sage
• Informatix (ILC)
• HB Mobile

29
WHOS WHO Company Officers

• Mark Byers Joe Byers
• President /CEO VP Sales and Marketing

30
WHOS WHO Company Officers

• Robert Missroon Jay Flejter-VP
• VP Finance/CFO Product Development

31
WHOS WHO Company Officers

• Joe Alvaro - VP Jerry Wachsman-VP
• IT, Tech Support, Quality Assurance
• Install Services

32
Whos Who

• Product Line Managers
• PL1-EPS
• Anne Marie McLaughlin
• PL2-ROI, vxROI, TRM
• Lisa Martinez

33
Whos Who

• Product Line Managers
• PL 3-Commercial
• Deanne Clark
• PL4-VACC, RTV,
• Paul Mann

34
Whos Who

• Product Line Managers
• PL5-DRM
• Vicky Byers
• PL6-ICB,EOB,DocManager
• Frank Martinez

35
Whos Who

• Product Line Managers
• PL7- FBCS
• Kipp Clemmons (Training Mgr- Amber Holmes)
• PL8-TheraDoc
• Deanna Benz

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Whos Who

• Product Line Managers
• PL9-Medflow,CIS-DataBridge
• Erin OBrien
• PL10-Pocket MD,CNT,HB Mobile
• Julie Yost

37
Whos Who

• Product Line Managers
• PL11-MHS, Radwise
• Kent Demonbreun (Training Mgr-Melisa
  Shearin)
• PL12-VCM (VistA Chemotherapy Manager)
• Kent Wilson

38
Whos Who

• Implementation Manager
• PAMS/IHS
• Andrea Rucker

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Product Line and Training Managers Job
Description

• Product Line Manager
• Works with the development team, installation
  and quality assurance to ensure the full
  functionality of the end product as well as with
  the customer on any product issues or enhancement
  requests.
• Training Managers
• Schedules classroom training and or product
  implementations as well as performing product
  line training and development assistance for the
  trainers.

40
Administration Department

• Jan Byers Office Manager
• Cindy Knapp Human Resources
• Administrator
• Joan Kavooras Accounting/Admin
• Supervisor

41
Administration Department-Administrative Support

• Janet Marino Becky Galinis
• Kim Young Ana Maria Martinez
• Sherrie Facchine

42
Administration Department

• Donna Alvaro CISO
• (Company Information
• Security Officer)
• Gail Barton Payroll Processor

43
Other DSS Staff /Department Heads

• Kent Wilson Manager of
  Operations, Government
• Product Lines
• Bob Pedraza
• Manager of Partner Relations
• Karen Fried
• Corporate Trainer

44
Other DSS Staff/Department Heads

• Doug Virgilio Controller

45
DSS Website
46
DSS Sharepoint Site

• Sharepoint is our internal website designed to
  help employees find shared files, relevant
  information, travel and expense related forms
  and corporate announcements.

47
DSS Sharepoint Site

• http//sharepoint.dssinc.com/

48
Travel Policies and Procedures

• Guidelines for Travel Expenses
• Government Per Diem Rates
• Travel Reimbursement Expense Reporting
• Returning Early/Staying Over a Weekend
• Travel Itineraries

49
Guidelines For Travel Expenses

• Per Diem
• Per Diem is paid to employees traveling away from
  their home on company business. (Per Diem rates
  are set by the US government and are strictly
  adhered to by DSS.) The day you leave your home
  and the day that you return to your home,
  regardless of time, are paid out at 75 of the
  daily total per diem. Per Diem rates are found
  on the GSA website at www.gsa.gov/perdiem.
  Cities/counties traveled to that are not listed
  on the Per Diem rate sheet allow the 2010 CONUS
  rate of 46 per day.
• Employees training locally (less than 60 miles
  from their home) and returning home each evening
  will not receive Per Diem. Employees traveling
  greater than 60 miles each way that choose to
  return home each evening will receive Per Diem at
  the travel day rate of 75 each day traveled.
• Hotel
• Employees traveling away from home greater than
  60 miles are authorized for a hotel each night of
  stay at an amount not greater than the government
  Per Diem rate, also found on the GSA website (see
  above). Cities/counties traveled to that are not
  listed on the Per Diem rate sheet may not exceed
  70 (the 2010 CONUS rate) unless emailed approval
  from immediate manager is received.
• Choose hotels that offer free internet Hampton
  Inn, Holiday Inn Express, Fairfield Inn are just
  a few that offer free internet to their guests.
  Hilton Honors members must select Free Internet
  for their benefit under My Way gt Choose Your On
  Property VIP Benefits. Do not choose Free
  Breakfast as this is paid with your per diem.

50
Guidelines For Travel Expenses

• Rental Car
• Employees traveling away from home greater than
  60 miles are authorized to rent a car. Rental
  car rate must not exceed the Thrifty/Dollar
  Corporate rate of 41 per day unless emailed
  approval from immediate manager is received.
  Employees are not authorized to purchase
  additional insurance coverage, GPS navigation or
  other additional expenses when renting a car.
• Fuel option may be used only if employee is
  traveling less than 75 miles or will use an
  entire tank of fuel (and only if the option is
  offered and acknowledged by the rental car
  company at the time of pick up). If Thrifty is
  not available in location traveled to, daily rate
  must be comparable or emailed approval from
  immediate manager is required.
• Please refer to the Travel and Auto Related
  Policy for additional information.

51
Guidelines For Travel Expenses

• Airfare
• Airfare must be purchased as far in advance as
  schedule will allow but not more than three weeks
  prior to trip. Airfare must not be purchased
  until trip is confirmed. Any airfare exceeding
  500 (including tax) must receive emailed
  approval from manager.
• Delta Airlines- the DSS Corporate SkyBonus
  number (US431575286) is to be entered into the
  employees profile section of the Delta home
  page.

• Mileage and Parking
• Employees may collect mileage from their home to
  the airport when traveling on company business.
  Mileage is paid at the current IRS rate. If
  spouse or family member drives employee to the
  airport and picks employee up, then round trip
  reimbursement is collected each way in lieu of
  parking expense. Employees are authorized to use
  long term parking at the airport.

52
Per Diem Request Guidelines

• Per Diem is used to pay for all meals and
  incidentals while traveling on company business.
• First and last day of travel is paid at
  75,regardless of the time. First day of travel
  is defined as the day you leave your home and
  last day is defined as the day that you return to
  your home.
• Per Diem is paid from your invoice when travel
  has been completed.

53
Reimbursement Guidelines

• Employees will be reimbursed for any out of
  pocket expenses (other than meals) while
  traveling.
• Employees will be paid mileage for traveling to
  and from the airport at the current IRS regulated
  rate.
• Reimbursements will paid from the invoice once
  travel has been completed.

54
Invoicing

• Invoices along with receipts for all reimbursable
  items are to be submitted to FBCS Contractor
  Reimbursement every other Monday beginning
  4/26/10. Once hours have been approved by
  Training Manager, invoice will be paid.
• Receipts for air fare, hotel, rental car, fuel
  for rental car, parking and any other expenses
  must be sent with your invoice via mail, scanned
  and emailed or faxed 561-220-0208 . If faxing,
  please fax to the attention of Karen Fried.
• Reimbursements will be paid when invoice has been
  verified.
• If receipts are not received, it may result in
  your reimbursement being held up the following
  pay period.

55
Sample Invoice
56
Instructions for Invoice

• Invoices are to be filled out completely and
  emailed to FBCS Contractor Reimbursement every
  other Monday
• Tab through each field
• Mileage is paid for miles driven in personal
  vehicle only

57
Travel Itineraries

• All employees traveling on DSS business must fill
  out a Travel Itinerary
• Itinerary is to be filled out once air travel and
  hotel has been arranged
• Itinerary is to be emailed to FBCS Contractor
  Reimbursement group

58
Sample Itinerary
59
Returning Early/Staying for Weekend

• These guidelines are to be used when the
  following circumstances arise
• Returning home earlier than originally scheduled
• If you are scheduled on site from Monday
  Friday and as mandated by the site, youre to
  come home Thursday, you may do so under the
  following condition it will not cost the company
  more than 100.  This means that the change in
  airfare is not more than 100 over what you will
  save in a nights hotel and that extra day of per
  diem. Example Hotel Room is 129 per night and
  Per Diem is 49 per day 178.  If you were
  scheduled out until Friday evening and come home
  Thursday evening, 178 less is charged to the
  company. If your flight change is going to be
  200 total, then come home. If it is going to be
  350 then please stay that extra night.  
• Most of the airlines charge a change fee
  of at least 150 when you are changing your day
  of travel.
• Same Day Travel
• Flights are booked as late as possible on the
  last day of training/installation so if you are
  able to leave the site earlier than expected
  (same day travel), you may take an earlier flight
  as long as it will not cost more than 50.  Delta
  will let passengers fly within three hours of
  their original flight time for 50 (free for gold
  and platinum), as will Continental, USAir, and
  AA. United charges 75. Each airline has
  different policies so check before you book as
  well as clearing with your supervisor.
• Staying over a weekend before or after a
  scheduled Trip
• If you are scheduled to be on the West Coast
  for training more than one week at a time and it
  more cost effective to stay the weekend, the
  company will pay for your hotel and per diem for
  the weekend (and car) in lieu of your flying back
  and forth again.  

60
Change Fees

• As of June 1, 2009 the following fees apply
• Change fee to a non-refundable ticket
• 150 American, Continental, Delta, United,
  USAir
• Same Day Confirmed
• 50 American, Continental, Delta,USAir
• 75 United
• Fare Difference only Southwest
• For all other airlines, please check.

61
Other fees

• Most airlines charge extra to book via telephone.
  Please book your flights from the internet
  directly from the airlines website
• 25 Delta, United, USAir
• 20 American
• 15 Continental
• Baggage fees All airlines except Southwest
  charge passengers for checked baggage (Fliers
  with status are exempt from these charges)
• Bag charges vary per airline starting with 20
  for a first checked bag up to 35 for a second.
  All airlines charge more to check the bag at the
  airport versus checking it on line.
• Overweight bags (over 50 lbs) are charged an
  additional 90-175 so make sure your bag does
  not exceed 50 lbs. Overweight bag fees must have
  managers approval.

62
Odds and Ends

• Delta SkyBonus Number
• Please enter this number in the Additional
  Information section of the Delta Profile tab.
• US431575286

63
Policy- HIPAA Guidelines

• Understanding HIPAA
• The Health Insurance Portability and
  Accountability Act (HIPAA) was enacted by the
  U.S. Congress in 1996. According to the Centers
  for Medicare and Medicaid Services (CMS) website,
  Title I of HIPAA protects health insurance
  coverage for workers and their families when they
  change or lose their jobs. Title II of HIPAA,
  known as the Administrative Simplification (AS)
  provisions, requires the establishment of
  national standards for electronic health care
  transactions and national identifiers for
  providers, health insurance plans, and employers.
  It helps people keep their information private.
• The Administration Simplification provisions also
  address the security and privacy of health data.
  The standards are meant to improve the efficiency
  and effectiveness of the nation's health care
  system by encouraging the widespread use of
  electronic data interchange in the U.S. health
  care system.

64
Policy- HIPAA Guidelines

• Standard Operating Procedure for DSS Employees in
  regards to HIPAA
• Purpose
• This procedure defines DSS company policy
  regarding the use of Patient/Provider/Physician
  Data Names and Social Security Numbers as they
  relate to the government mandated Health
  Insurance Portability and Accountability Act of
  1996 (HIPAA). This policy applies to testing,
  company documentation and presentations of DSS
  products/vendor-partner products or any other
  documents prepared for public use or display
  (such as web pages)

65
Policy- HIPAA Guidelines

• Policy
• QA Department Responsibility
• The Quality Assurance Department (QA) shall be
  responsible for creating, tracking and
  maintaining HIPAA compliant data names/Social
  Security Numbers (SSNs) used by DSS.
• HIPAA Required Components
• HIPAA components shall be tested, tracked and
  maintained by the Quality Assurance Department
• Please refer to handout for full HIPAA
  Compliance Guidelines.

66
Training Basics Preparation

• Pre-Site Preparation
• Travel Arrangements (shop for best price in
  advance)
• Introduction call or Pre Train Call
• Trainer Checklist
• Site Preparation
• Trial Run to site the day prior
• Ask hotel staff about any traffic situations
• Leave early to arrive on time!
• Make sure youre comfortable (clothing, shoes and
  with your material!)

67
Training Basics-Introduction

• The introduction is a fundamental part of your
  training. An introduction can set the tone for
  the entire presentation. Be warm and
  informative. Make sure you cover the following
  points in every introduction
• Your name
• DSS and location of DSS
• Relationship with VA for 17 years
• Specialize in Dental and Medical software
• Many national contracts in the VA  (mention Fee
  Basis is the latest to go national)
• Today we are covering
• What time would you like to take lunch?
• Well take a morning break and afternoon break as
  well
• make mention that we have several partners that
  we work with, QuadraMed on EPS, VRS for FBCS)

68
Training Basics-Introduction

• Introduction
• My name isI am with DSS which is
  headquartered in Juno Beach, Florida. We have had
  a relationship with the VA for over 17 years. DSS
  specializes in the computerization of patient
  medical and dental records. We have many national
  contracts here with you folks and this (FBCS) is
  just one of them.

69
Training Basics-Professionalism

• DO
• Dress professionally
• Introduce yourself
• Give an introduction of DSS
• Clearly state the objectives of your class
• Present an agenda (may be verbal)
• Use appropriate humor
• Put cell phone on silent
• Use participants names
• If you smoke during a break, wash and rinse
  before resuming!

70
Training Basics-Professionalism

• Dont
• Be late!
• Use cell during class
• Participate in discussions involving politics,
  religion, other employees-DSS or VA
• Tell jokes that have any reference to race,
  religion,politics or any other inappropriate
  subject matter
• Be afraid to say I dont know
• Give incorrect information
• Chew gum or eat in class
• Use ice breakers

71
Training Basics-Dress Guidelines

• Professional attire is expected at all times when
  in
• front of the customer, whether we are performing
• classroom training or mentoring one on one.
• General Guidelines
• Pressed Dress slacks (dress or dress skirt for
  women), pressed shirts
• Shirts should be long enough and pants high
  enough to cover backside
• Clothing that is excessively tight or shows
  excessive cleavage is inappropriate.
• No visible tattoos or piercings (other than ears)
• No jeans, warm ups or tank tops
• No casual sandals or flip flops or sneakers

72
Training Basics-Obstacles

• Overcoming Nerves/Anxiety
• Even the most skilled Trainers may experience
  anxiety before beginning their session. To
  overcome anxiety, try some of these tips
• Master relaxation tips (head and shoulder rolls,
  dangling arms)
• Isometric exercises (tightening various muscles,
  curling your toes or squeezing a rubber ball)
• Practice deep breathing (in through the nose, out
  through the mouth)
• Arrive early to familiarize yourself with the
  room
• Introduce yourself and mingle before training
  starts
• Practice in the mirror and/or with colleagues
• Wear comfortable shoes and clothing

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Training Basics

• What to Bring on Site
• Completed installation report
• Completed Pre Train call (Amber)
• Trainer checklist
• Directions to and from points of origin
• Hotel and rental car information
• Sign In sheets (Amber)
• Training Certifications (Amber)
  
• Your laptop

74
Training Basics-The 7 Sins

• Starting late and wasting time
• Being poorly prepared and lacking content
  knowledge
• Displaying distracting habits
• Ignoring participants needs and interrupting
  their questions
• Lack of enthusiasm
• Reading from a script
• Neglecting to tell participants -whats in it for
  them

75
Questions

• My contact information
• Office phone [phone]
• Cell phone [phone]
• Email kfried_at_dssinc.com