1. Improvement Coach The purpose of this session is to introduce participants to the role of the improvement coach and prepare for subsequent knowledge and skill building sessions.

2. Objectives At the end of this module participants will be able to: • Describe the roles and responsibilities of a improvement coach • Describe the relationship of the coach with the team leader • Identify changes that occur over time

3. Content • Roles of a Improvement Coach • Coaching Knowledge and Skills • The Relationship Between the Coach and Team Leader • Changes That Occur Over Time

4. Roles of the Coach • Facilitator • Trainer • Improvement Consultant

5. Improvement Coach • Helps the team leader plan, conduct, and evaluate meetings • Delivers just-in-time training on improvement and team building topics.

6. Improvement Coach • Observes team processes and gives both supportive and constructive feedback • Facilitates interpersonal and group interactions

7. Coaching Goal The leader and the team will become self sufficient in the use of appropriate tools and procedures

8. Advantages Neutral New perspectives Focused on process Disadvantages Perceived as outsider Travel and time constraints External Coach

9. Advantages Knowledge of the organization Trust Accountability Disadvantages Less objective More difficult to be neutral or perceived as neutral Internal Coach

10. Communication Skills • Active listening • Giving supportive and constructive feedback • Effective questioning

11. Facilitation Skills • Observe group process • Intervene appropriately • stages of team development • effective meetings • decision making

12. Facilitation Skills • Intervene appropriately • conflict identification, management, and resolution • change management • creativity • communication with the organization

13. Training Skills • Competency-based, just-in-time training • Positive team training climate • Interactive training methods

14. Improvement Knowledge • Dimensions and perspectives of quality • Quality assurance process • Improvement tools and techniques

15. Agreement Between the Coach and Team Leader • Roles and responsibilities • Team objectives • Rules of confidentiality • Appropriate coaching interventions • Problem solving

16. Coach’s Responsibilities • Promote and model improvement principles • Provide guidance and feedback • Provide training • Remain objective • Support the team leader • Allow team to make decisions

17. Team Leader’s Responsibilities • Set meeting agendas and run meetings • Administrative duties to support team • Assign roles of time keeper and recorder • Manage team dynamics, problem solving, and content • Encourage and support change

18. Shared Responsibilities • Set climate of cooperation and openness • Promote chosen improvement process or activity • Encourage all team members to participate

19. Shared Responsibilities • Keep team on task • Raise important issues • Enforce ground rules • Promote consensus decision making • Maintain confidentiality

20. Directive Style Coach and leader make decisions Team leader is visible Individual team member accomplishment and development is praised Facilitative Style Team makes decisions Team members represent the team as needed Team performs self-evaluation Changes over Time