1.  General hatting

What is hatting?

Hatting is the process of someone learning to function well on their job.  This comes from the concept of conductors on a train wearing a distinctive hat which sets them apart and tells people that they are the train’s conductor.  When someone “wears his hat”, it means that they are performing the duties of their post (job) and know how to function as “the ______ (doctor, receptionist, assistant, manager, etc…).  Someone who is well hatted knows the duties of their job/post and how to perform them well, thereby contributing to the team functioning properly.  As a result, the other teams member know they can count on the person to pull their share of the load.  

Sometimes one person may be called upon to wear 2 or more different hats.  It is important for that person to be familiar with all the hats he or she wears.

Please watch the following video as a demonstration of what can happen when some “team members” do not pull their load and what occurs when all the team members are pulling their load with everyone knowing their own hat and going in the same direction:  https://www.youtube.com/watch?v=O9_EHU5BKnQ

Hat Pass:  When one person on a particular post ends their shift and another person takes over for that same post, it is important for the person just ending to do a “Hat pass” to the next person.  In that Hat Pass, you will tell the next person anything they need to know regarding any incomplete actions, anything that a senior said needed to be done, any client communications that they need to know about, or follow through with,  any incomplete forms, clients who still need to be reached, etc…