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. 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

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 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
Lesson descriptions should be brief.

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”
Lesson descriptions should be brief.

16. 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

17. 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.

18. 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.

19. 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.

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?

23. Professional Communication
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…”

29. 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

30. 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

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

32. Effective Communication =
Productive Relationships

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

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

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

36. 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:

37. How many “languages” in communication?

38. Two “languages” in communication…

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

40. 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?”

41. Goals for Next Session

42. 3 types of Communication
Written
Non-Verbal / Graphic