Employees refuse to be retrained

Question:

I work in a small pharmacy where it is my job as pharmacy manager to ensure people get the correct medicine and advice. The problem I have is two counter assistants who believe they have all the answers yet do not know the simplest of things. The solution I feel is to retrain them both at the beginning so I ordered a new starter induction pack and have given these to both the employees. One employee left hers at home so I had to give her a spare, her response was sarcastic at first but she has settled down and is getting on with it. However when I asked how the other persons pack was getting on the response was “I have worked here for 3 years and am a fully trained counter assistant’ yet this person couldn’t tell me what a fully trained counter assistant should know. This then resulted in her telling the other employee “No other shop I’ve worked has ever done this’. The other employee agreed and stopped doing her work. I need some advice on how to deal with both employees, especially as I need to give some more training to the unreceptive one D

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