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Training & Communicating with Your Staff

Training & Communicating with Your Staff. Chuck Nicosia Jeremy Benedict Caren Palmaverde. Goals for Today’s Session. Coaching and training your staff Being consistent Confirming Knowledge Follow-up F eedback What Should You Always Do with Feedback?

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Training & Communicating with Your Staff

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  1. Training & Communicating with Your Staff Chuck Nicosia Jeremy Benedict Caren Palmaverde

  2. Goals for Today’s Session • Coaching and training your staff • Being consistent • Confirming Knowledge • Follow-up • Feedback • What Should You Always Do with Feedback? • What Should you Never Do with feedback? • Effective Communication • What is Effective Communication? • Benefits & Barriers • Types of Communication

  3. Consistency We All Teach the Same way • Explain-explain the task thoroughly from the beginning • Show-Show the trainee how to execute the task  • Practice-Have the trainee explain & execute the task • Feedback-Give the trainee feedback on how they did with the task

  4. Explain and Show • Explain and Show • Stick to “Need to Know” • They’ll figure out “Nice to Knows” • Most people do well with this part

  5. Practice • Practice • You Have to be There! • Multitasking in Training • Investment in Time • Confirmation of Skills

  6. Train the Trainer; Classroom

  7. Train the Trainer; Classroom

  8. Train the Trainer; Classroom

  9. Feedback • The Hardest to Teach • The Always and the Never • Always-Be Specific/Clear • Never-Sugarcoat

  10. Clear Feedback • Clear Feedback • Have we made our expectations clear • Have we documented expectations • When they have been met • When they have not been met • We have to be clear before we can hold them accountable

  11. Specific/Non-Sugarcoated Feedback • Lesson 1: You’re Great! Is NOT Feedback • Why-No value • They know BS • Great job is like a joke told too often • They respond better when you can prove it!

  12. Specific/Non-Sugarcoated Feedback • Lesson 2: You Stink! Is NOT Feedback • Why • How are they going to get better • What are your expectations • Were they made clear before this • What is our next step for continued struggle

  13. Train the Trainer; Feedback • Two Types of Feedback • Feedback #1-Immediate-Discussed during your shift • Feedback #2-Big Picture • #1-Gives clear guidelines during the shift • #2-Is a conversation to work together

  14. Immediate Feedback • Observations during “Critical Path” • Follow up on that day’s progress • Expectations and consequences • Constant and consistent

  15. Critical Path • Am I really just walking around my unit? • Yes, BUT with purpose • What questions do I ask? • Mostly ones you have the answer to first • Questions that give you confidence that the station is good • How will I know? • Your training and experience in the station • Knowing who your “Aces”

  16. Critical Path Really Simple Path • 1st Stop • Check in • LOOK! Know what’s right and what’s wrong • Feedback • Provide your staff with feedback (good & needs) • Make sure you are clear • Continue • If the station is running smoothly • Do not get trapped! If you do, who is managing? • Follow Up • 1st thing to check when you return was the previous feedback • SEE the station DO NOT just LOOK 1st Stop Follow up Feedback Continue

  17. Critical Path It’s Not Window Shopping! • See the Station • Get in there! • Ask questions • Know answers • Standing Back Observing is Not What We Mean • You may see directors, trainers, other management • They are not running the shift • Manage the Unit • Engage with your staff • Engage with your guests

  18. Follow Up • Back in the Station • What was the feedback last time? • Are they continuing the positive feedback? • Have they addressed the negative? • Positive • By being specific with both there should be no misunderstanding • They are not running the shift • Issues to Address • Have they? • Is there a reason why the haven’t? • What’s the plan?

  19. Follow Up • The Conversations • Were you clear on your last path? • Did you confirm they understood? • Expectations • No Head Nods • Repeat back to you • Annoying…Yes • Effective…Yes • Your Role • If you do not make it clear and confirm it’s on you • If we are not talking we are not managing • They will know if we are not following up

  20. Train the Trainer; Feedback • Big Picture Feedback • A conversation-Their input with yours • Everyone on the same page? • No Surprises • Should match immediate feedback • Ask the 3 questions!

  21. Train the Trainer; Feedback • How do you think you’re doing? • You KNOW how they did but do they see the same things? • Are you on the same page? • What could you have done better? • Let them be a part of their development! • Having a voice gives them confidence. • How can I help you? • Everyone should ask this question • Have answers when the employee has none.

  22. That’s the What?Let’s Talk about the How? How? What?

  23. Effective, Professional Communication Using effective language, writing, and tactics in our daily communication

  24. Explicit Language Warning! And lots of clichés!

  25. You communicate EVERYTHING, whether you intend to or not.

  26. What is “effective” communication?

  27. “More than just the exchange of information… it’s the understanding of emotion and intentions behind the message…”

  28. Effective, Professional Communication… • To be “effective” is to produce the desired result: • ‘Effective communication means that the message intended to be sent by one person is the same message received by another person’* *SUNY ESF / FNRM handbook

  29. Effective, Professional Communication… • To be “professional” is to act appropriately and competently.* • Communication can be effective, yet unprofessional, and vice-versa. *SUNY ESF / FNRM handbook

  30. Ummm…So, like, ya know, this is, like, sonota example of, like, uhhhprofessional communication, ya know?

  31. Effective Communication = Productive Relationships

  32. Human Resource Estimate: ‘Over 80% of those who fail at their job, do so because they donotrelatewelltoothers…’

  33. Emotions Effective Communication depends on: Personality Generation Interpretation Timing The Medium The Message Environment

  34. Some Benefits of Effective Communication: • Promotion • Respect • Efficiency • Profitability • Leadership / Collaboration • Confidence • Trust • Competency • Less Turn-over

  35. Some Consequences of Ineffective Communication: • Misunderstanding • Conflict • Distrust / Mistrust • Frustration • Lost time • Lost respect • Decreased collaboration • High Turn-over • Incompetence

  36. How many “languages” in communication?

  37. Two“languages” in communication…

  38. Implicit Language • Root word = Imply or Implied • Implied (or understood), though not directly expressed. • Example:“Are we going?”

  39. Explicit Language • Root word = Expressed or Explained • Stated clearly and in detail; • leaving nothing implied or ambiguous • No guessing, confusion, doubt, or misunderstanding • Example:“Are we going to the beach later?”

  40. Goals for Next Session

  41. 3 types of Communication Written Non-Verbal / Graphic

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