Coaching Approach to Supervision

Who should participate?
Nurse supervisors, charge nurses, home care managers, service coordinators and others who supervise direct care workers (certified nurse assistants, nurse aides, home health aides, personal care assistants, etc) in long term care settings - including home health and residential.

What is the purpose of the program?

• Centers on helping workers to develop problem-solving skills.
• Help supervisors of direct care workers to develop coaching skills
• Give supervisors the relationship-building, problem solving and communication skills they need to build positive relationships with and effectively manage those they supervise
• Provide a foundation upon which supervisors can strengthen their ability to mentor new workers and help them grow both personally and professionally

How will this program benefit me & my organization?

• When implemented successfully, a coaching approach to supervision results in:
  • increased worker satisfaction
  • increased worker retention
  • improved quality of care

Cost: FREE - the cost of your participation in this program is being paid through grant funding by the Workforce Investment Board of Lancaster County

Program length: 2 days

How can I participate?
The training program is offered via several routes:

• "Open enrollment” sessions will be offered at the HACC-Lancaster Campus. To obtain a schedule of upcoming classes or to register your supervisors for these classes, please contact Darlene Sutcliffe at HACC-Lancaster at 717-358-2958. She will send you a “Permission to Bill” form which you must complete and FAX back to Darlene Sutcliffe at HACC-Lancaster - FAX: 717-358-2953.
• If a member of your staff has completed the Coaching Supervision Train-the-Trainer program, that person can run in-house Coaching Approach to Supervision classes for your supervisory staff. Speak with your staff educator or HR department about this.
• Dedicated sessions on-site at your facility (assumes you have at least 10 supervisors to be trained) - for more information, contact Melanie G. Snyder, Project Manager, Healthcare Initiatives at (717) 361-2722 or via email at melaniegsnyder@yahoo.com

What is covered in the program?

1. Overview of coaching approach to supervision
   • Coaching defined
   • Coaching Supervision and Creating a Culture of Retention
   • Traditional vs. Coaching modes of supervision
   • Techniques used by a coach-supervisor

2. The role of the supervisor in worker satisfaction and retention
   • What a supervisor does
   • Perspectives on worker capability, competence and motivation
   • Worker satisfaction and retention

3. Skills for Coaching Based Supervision: Active Listening
   • The central role of communication skills in supervision and coaching
   • Communication fundamentals: Listening and blocks to listening
   • Skill building: Reflecting back, clarifying and asking open-ended questions
   • Role play practice

4. Skills for Coaching Based Supervision: Self Management
   • Pulling back on assumptions, stereotypes and bias
   • Difficult conversations, rather than difficult people; “Choosing Option B”
   • Skill practice: Checking assumptions, pulling back, shifting perspective
   • Role play practice

5. Skills for Coaching Based Supervision: Self-Awareness
   • Self awareness as foundation in effective communication and supervision
   • Personal style inventory
   • Multiple realities, different ways of seeing: understanding self and others.
   • Paired practice

6. Skills for Coaching Based Supervision: Presenting the Problem
   • Three rules for presenting a work performance problem.
   • Feedback without blame or judgment.
   • Practice presenting the problem

7. The Coaching Approach to Performance Improvement
   • Coaching language
   • Five Stage Model
   • Coaching-based Progressive Discipline Policies

8. Making Coaching Work
   • Case Scenarios: Practice Implementing Coaching Skills
   • Addressing barriers
   • Determining next implementation steps.