Transcript communication skills training with a coaching approach

PRESENTERS:
• Sarah Crespo, MS in Organizational Development and Leadership, Patient
Relations, Isabella
• Marilyn Howard, RN, LCSW, NYU Certified Coach, Director of Staff
Development, Isabella
• Claudius Michael Johnson, Ph.D., Organizational Development and
Human Resources, Staff Development, Isabella
• Renya Larson, MA, PCC, PHI Organizational Change Consultant
Deepening Culture Change with a
Coaching Approach
YOU WILL BE ABLE TO:
• Understand how core coaching communication skills support the Culture
Change process.
• Understand how the use of active listening skills support staff-to-staff
communication and problem solving skills.
• Demonstrate your ability to “actively listen.”
Learning objectives
PHI works to improve the lives of people who need home or residential care – by
improving the lives of the people who provide that care.
WE PROVIDE:
• Coaching and consulting to long-term care providers
• Workforce development strategies and expertise
• Policy expertise on the direct care workforce
• Information and data on the direct care workforce
Who is PHI?
Isabella is a non-profit, non-sectarian organization that has pioneered in the care of the elderly of New York
since 1875.
OUR SERVICES INCLUDE:
•
A 705 bed skilled nursing facility
•
Short-Stay Rehabilitation Services
•
Dementia
•
Ventilator Dependent Care
•
Senior Housing
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Child Day Care
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Adult Day Care
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Home Care
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Community Programs
Who Is Isabella?
A way of communicating that builds and maintains relationships and also promotes
effective problem-solving.
THE CORE COACHING SKILLS ARE:
• Active Listening
Using body language, paraphrasing, and asking clarifying questions to listen
attentively and ensure understanding.
• Self-Management and Self-Reflection
Being conscious of assumptions and biases, and setting aside emotional reactions
that can get in the way of hearing someone else’s perspective.
• Clear, nonjudgmental communication
Communicating clearly and directly about expectations or concerns while using
language that is free of blame and judgment.
PHI’s Coaching Approach™ to Communication
• It defuses conflict
Coaching makes it possible to effectively manage emotions—both your own and other
people’s. It also helps people focus on understanding each other instead of on “being right.”
• It promotes effective, collaborative problem solving
Coaching gives people the skills they need to fully explore a problem before trying to solve it.
In the longer term, this supports effective problem-solving because everyone’s perspective is
likely to have been taken into account.
• It enhances the satisfaction and retention of employees
Coaching helps establish trust, an important building block in relationships. It also makes it
possible to both support employees and hold them accountable. This can lead to higher job
satisfaction and increased retention.
• It supports meaningful and sustained culture change
Healthy, trusting relationships are the heart of culture change. In order to change the way
they deliver services, organizations need staff at all levels to engage in respectful,
collaborative communication. Coaching gives staff the skills they need to do so.
BENEFITS OF PHI’s Coaching Approach™ to Communication:
Mental habits that get in the way of fully hearing what someone is
saying.
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Rehearsing
Mind Reading
Filtering
Dreaming
Identifying
Advising
Sparring
Placating
Comparing
Judging
Blocks to listening
* Adapted from Matthew McKay, Martha Davis and Patrick Fanning, Messages: The Communication Skills Books, 3
rd
ed. (Oakland, CA: New Harbinger, 2009), pp. 6-7, 9-13.
What does advising look like?
Before the speaker has gotten to what is troubling them, the
listener jumps in with suggestions about how to solve the
problem.
A Listening Block in Action: Advising
When you paraphrase, you sum up what someone else says, using your own words.
Examples:
 So, I think you said . . .
 Are you saying that . . .?
 So, what you are telling me is that . . .
 So, what I heard you say is . . .
 Am I hearing you correctly that . . .?
 Okay, let me see if I’m getting this right . . .
PARAPHRASING
• It keeps you focused on what the other person is
saying.
• It provides an opportunity to check your understanding
and clear up misunderstandings on the spot.
• It lets the other person know you are listening.
• It helps the other person think through their ideas.
Benefits of Paraphrasing
 Home Again Committee
 Neighborhoods and Neighborhood Community Directors
 C.H.I.P.
 Dining Initiative and Customer service training for dining
hosts
 Performance Improvement
 Person-Centered Care Committee
 Dementia Care
Isabella’s Culture Change Journey
Once the vision is in place, how do we live it day-to-day?
How do we support staff as we face the challenges that arise?
The challenge
• Created an Isabella Coaching Training Team: In 2008 -- 16 trainers from all levels
of staff went through an 8 day train-the-trainer program as well as additional
seminars delivered by PHI on an on-going basis
• Trained all 150 Management Staff: Department Heads and Assistants,
Managers, including Head Nurses, in a two-day Coaching Approach to
Supervision curriculum
• Trained all staff: began in 2011. Approximately 1200 Isabella staff members
that included all departments to include as well as 600 home care aides in two
coaching in-services (Active Listening and Managing Challenging Situations)
• Created a workgroup charged with developing “boosters” to ensure on-going
use of coaching skills
• Meetings: PHI also met regularly with the senior management team to explore
their role in leading the coaching initiative
COACHING INITIATIVE
“We actively listen,” say our
accountants.
“I ask clarifying questions to gather information
and ensure mutual understanding.”
“I do not pre-judge.”
The New York Community Trust
The United Hospital Fund
The Samuels Foundation
We thank our Funders
COMMUNICATION SKILLS TRAINING WITH A COACHING APPROACH:
INFLUENCING ORGANIZATIONAL RESULTS IN A LONG-TERM HEALTHCARE ORGANIZATION
Johnson, C.M. (2015). Communication skills training with a coaching approach:
Influencing organizational results in a long-term healthcare organization (Order No.
3682578). Available from ProQuest Dissertations & Theses Full Text.
What We Learned
• PURPOSE: The purpose of this qualitative exploratory case study was to explore
the effectiveness of a Coaching Communication Skills Training (CCST) program
and its impact on organizational results in a healthcare system for long-term
healthcare professionals.
• SAMPLE FRAME: Isabella Geriatric Center Eligible participants (excluding parttimers, per diem employees, interns, volunteers, and probationary employees)
were represented by any employee in the organization who had successfully
completed the CCST. Participants: Female/Male ranged 18 to 65.
• TARGET POPULATION: Nursing, Support Services, Community-Based (homecare,
adult daycare), and Administration.
DESIGN
How do participants experience coaching communication skills training (CCST) and did
the training influence organizational results in a healthcare system?
The following sub questions guided the study:
• What evidence illustrates that staff found the training intervention enjoyable (Level 1)?
• What evidence illustrates that staff gained knowledge from the training intervention (Level 2)?
• What evidence illustrates that staff changed behavior after the training intervention (Level 3)?
• What critical factors were experienced illustrating improved organizational results after the
training intervention (Level 4)?
• How does the impact of coaching communication differ among occupational groups in health
care?
Research Question
RESULTS SHOWED PARTICIPANTS’:
 Found the CCST favorable
 Communication and social interaction improved
 Recalled techniques and concepts implemented in the training
 Experienced fewer conflicts after the training
 Experienced positive social relationship changes, and previous situations that
were once difficult and burdensome are now handled with a better approach
and result in more positive outcomes.
Results
 Employees found the CCST enjoyable and influenced positive organizational
outcomes.
 The CCST program was able to increase employees’ retention and influence
positive behavior on the job.
 The research study provides evidence of the effectiveness of a CCST program
and its influence on organizational results when trained facility-wide in a longterm healthcare organization.
 The research contributed to the body of knowledge by creating awareness
that a CCST program that utilizes coaching to improve communication by
focusing on self-awareness, self-management, constructive feedback, and
active listening can influence higher levels of performance and results.
CONCLUSION: CCST VALUABLE IN
IMPROVING QUALITY OF CARE IN LONG-TERM HEALTH CARE
SELFMANAGEMENT
AND SELFREFLECTION
ACTIVE
LISTENING
CLEAR NONJUDGMENTAL
COMMUNICATION
IN CLOSING
CORE COACHING SKILLS
DIFUSES
CONFLICT
CORE
COACHING
SKILLS
SATISFACTION
AND EMPLOYEE
RETENTION
PROMOTES
PROBLEMSOLVING
PROMOTES
CULTURE
CHANGE
POSITIVE ORGANIZATIONAL OUTCOMES
Positive Organizational Outcomes
effect
Performance Improvement
&
Quality Outcomes
QUESTIONS
Our Phone Numbers
Addresses
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Isabella Geriatric Center
525 Audubon Ave
New York, NY 10040
Sarah Crespo: 212-342-9356
Marilyn Howard: 212-342-9404
Michael Johnson: 212-342-9406
Renya Larson: 718-928-2068
PHI
400 East Fordham Road, 11th Floor
Bronx, NY 10458
How To Reach Us