Transcript Crucial Conversations

Effective Monitoring
Auditor or Advocate?
Barbie James
Amanda Theissen
Knowledge Universe
(KinderCare)
Focus on the Goal
Provide support by being an advocate while
monitoring for compliance.
Create a New Story
•
•
•
•
Change the style
Improve communication
Ask Questions to Understand
Develop relationships
Change the Style
Auditor
-Inspector
-Focused on
mistakes
-Report on what
you see
Advocate
-Partner
-Focused on
Support
-A resource to
help others
improve
Improve Communication
Verbal
 Use Supportive words
 Tone of Voice
Nonverbal
 Actions and Attitude
 Body language/Facial expression
Ask Questions to Understand
Find out why
• Do you understand the
requirement?
• Can you tell me how you were
trained?
• Can you help me understand why
you chose to do it that way?
Develop Relationships
• Act on opportunities
• Encourage discussion and set clear,
achievable goals together
Effective Monitoring
Focus on the goal to create a new story!
• Change the style
– Auditor vs. Advocate
• Improve communication
– Nonverbal and verbal
• Ask Questions to Understand
– Find out Why?
• Develop relationships
– Act on Opportunities
– Encourage discussion and set clear, achievable goals
together
Let’s Practice
Scenario #1
During a previous monitor visit, you noted
meal counts were not being completed at the
point of service in one of the classrooms so
you provided technical assistance and training
at that visit. Today at a follow up visit, in the
same classroom, meal counts were not taken
at the point of service. What are some things
you could do to approach this as an
advocate?
Scenario #2
During a monitor visit, you notice the 1 year
old children are being served 1% milk
rather than whole milk. There is one
teacher in the room and she is dealing with
a crying child (it’s his first day). The teacher
pours the full portion of 1% milk for the
children and serves and marks the meal
correctly. How can you approach this as an
advocate?
Scenario #3
You arrive at a center on a Monday to
conduct a monitor visit. Licensing is there,
the cook didn’t show up and the director is
cooking lunch. You can see that the director
is stressed and overwhelmed with all that is
going on. You have a tight schedule, and
you can’t move this visit to another day.
How would you approach this as an
advocate?
Brainstorming
• What struggles are you
having at monitor visits?
• Is there something we
discussed today that you
will try?
Questions/Comments?
Thanks and Happy Monitoring!