STAFF COACHING

The Pathway to Successful Outcomes

OJACC 2012

Jennifer Kisela & Kelli Held

OBJECTIVES

Provide overview of research and literature in regard to coaching staff

Learn strategies and techniques to effectively coach staff

Challenges in the coaching process and how to overcome

Changing what we do…

“Leadership Is About Going Somewhere-

If You And Your People Don’t Know Where You Are Going, Your Leadership

Doesn’t Matter”

Lead with LUV

Ken Blanchard and Colleen Barrett

Organizational Change Literature

Higher levels of implementation fidelity were achieved when those responsible for monitoring it where enthusiastic about it.

Supervisors need to master the skills if they are going to successfully monitor their staff.

How is change typically implemented???

Integrating Training into the Workplace

Joyce and Showers (2002)

Training consisting of theory and discussion coupled with demonstration, opportunities for practice, and feedback resulted in …..

…only 5% of teachers using new skill

By adding on-the-job training…

…95% used the skill

Why Coaching???

Newly learned behavior is fragile and needs to be supported in the face of reactions from clients. Initial reactions may be positive or negative Negative reactions may cause the behavior to desist Stress or discomfort may cause the behavior to desist

Difficult to extinguish old habits.

Organizational characteristics do not support new behavior.

THE CLAPPING CONTEST

Bandura and Cervone (1983)

1. Group AWere given goals for performance improvement

2. Group BNo goals for performance, but received feedback

3. Group CReceived both goals for performance and feedback

4. Group DReceived neither goals for performance nor feedback

Bandura & Cervone (1983)

4 Main Roles of a Coach

Supervision

Teaching while engaged in practiced activities

Assessment and Feedback

Provision of emotional support

How do we respond to change?

The Ancient Chinese Symbol for Change

Danger

Opportunity

Stages of Grief

Denial

Resistance

Exploration

Commitment

Staff move at different rates through the stages based on their: Skills Attitude Knowledge Motivation Experiences Personality

Elisabeth Kubler-Ross, “On Death and Dying”

COACHING/FEEDBACK

Create safety Ask staff member what they did well first. Tell the staff member what you observed that they

did well. Ask staff member what they think they might

improve. Tell the staff member how their behavior departed

from the skill steps. Give concrete examples of what the staff member

could have said or done differently. Check for understanding and end on a positive

DEMONSTRATION

Effective Use of Authority

1. Identify a situation where the client is in a decision making position.

2. Present the available choices and attendant consequences of each one.

3. Reward or praise compliance.

TIPS

Be specific – Focus on behavior Be immediate Clarify with probing questions Take notes on paper if needed

(writing quotes can be helpful) Avoid generalizations “always”, “never”,

etc

Challenges of Coaching

Organizational culture Staff resistance to change Lack of receptiveness to feedback Establishing role as a coach Administrative/supervisory support Scheduling observations Having knowledgeable coaches

in house experts Implementation process and length of

implementation Staff training versus staff performance

Overcoming Obstacles

Develop supervisory and organizational support

Ensure coaches are adequately trained before staff are trained

Supervisors providing clear expectations for both coach and staff

Develop staff buy-in Accountability Flexibility Realistic timeframes for skill acquisition

Summary

On the job coaching of staff is essential to successful training

Without coaching outcomes will be diminished

There are many challenges and obstacles when you coach staff

Persistence pays off

References

Blanchard, K., Barrett, C. (2011). Leading with LUV: A Different Way to Create Real Success. Upper Saddle River, New Jersey: Pearson Education, Inc.

Fixsen, D. L., Naoom, S. F., Blase, K. A., Friedman, R. M. & Wallace, F. (2005). Implementation Research: A Synthesis of the Literature. Tampa, FL: University of South Florida, Louis de la Parte Florida Mental Health Institute, The National Implementation Research Network (FMHI Publication #231).

NIRN (National Implementation Research Network)