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 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

We All Teach the Same way 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

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

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

Train the Trainer; Classroom

Train the Trainer; Classroom

Train the Trainer; Classroom

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

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

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!

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

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

Immediate Feedback Observations during “Critical Path” Follow up on that day’s progress Expectations and consequences Constant and consistent Lesson descriptions should be brief.

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” Lesson descriptions should be brief.

Critical Path Really Simple Path 1st Stop Feedback Continue Follow Up 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 Lesson descriptions should be brief. Continue

It’s Not Window Shopping! 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 Lesson descriptions should be brief.

Follow Up Back in the Station Positive Issues to Address 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? Lesson descriptions should be brief.

Follow Up The Conversations Expectations Your Role 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 Lesson descriptions should be brief.

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!

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.

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

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

Explicit Language Warning! And lots of clichés!

You communicate EVERYTHING, whether you intend to or not.

What is “effective” communication?

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

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

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

Ummm…So, like, ya know, this is, like, so not a example of, like, uhhh professional communication, ya know?

Effective Communication = Productive Relationships

Human Resource Estimate: ‘Over 80% of those who fail at their job, do so because they do not relate well to others…’

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

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

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

How many “languages” in communication?

Two “languages” in communication…

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

Explicit Language Stated clearly and in detail; 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?”

Goals for Next Session

3 types of Communication Written Non-Verbal / Graphic