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Coaching for Impressive Care for Managers and Supervisors
Positive patient experience is a function of the quality of interactions between all members of the healthcare team and patients. When employees know what is expected of them and have strong supports, effective training and appropriate guidance, they maintain high levels of engagement and perform well: everyone benefits!
Evidence in the literature and workplace best practices concur about the importance of the relationship between employees and their direct supervisors for employee engagement, performance and satisfaction. Supervisors’ relationship-based coaching skills are essential.
Few front-line supervisors have had training in coaching others on skilled communication. Coaching for Impressive Care for Managers and Supervisors was developed at the request of IHC client organizations to provide evidence-based skills for coaching staff members. Coaching for Impressive Care uses the principles of Treating Patients with C.A.R.E. as they apply to interactions with employees, to maximize skills modeling as a source of employee learning.
- Duration 1/2 Day
- Accreditation Approved for CE
- Available To Clinicians, Non-Clinicians
- Course InformationDownload PDF
Coaching for Impressive Care for Managers and Supervisors (CFIC) is designed for individuals who provide direct supervision to front-line employees in healthcare organizations. Because this workshop builds on content and experiential learning from IHC’s Treating Patients with C.A.R.E. (CARE) curriculum, we strongly recommend that most—if not all—CFIC learners have participated in a CARE workshop and/or are familiar with the concepts, vocabulary and behaviors embedded in the CARE curriculum.
The Coaching for Impressive Care for Managers and Supervisors workshop can accommodate 6 to 24 participants to ensure optimal experiential learning in small and large group exercises.
Coaching for Impressive Care for Managers and Supervisors (CFIC) is a 4-hour workshop that provides front-line supervisors with specific coaching skills and communication techniques that will support and reinforce efforts by their employees to improve healthcare service. Building on the C.A.R.E. model, supervisors enhance their use of Connect, Appreciate, Respond, and Empower techniques with their employees.
CFIC introduces the CAP coaching model:
C – Express C.A.R.E. and concern for employees
A – Assess employee strengths and gaps in applying a patient-centered service model
P – Help employees Plan for reaching an impressive performance level
By the end of the workshop, participants will gain skills to:
- Effectively coach employees to achieve full potential within the organization, and
- Lead front-line staff in the development of a service culture recognized for excellence.
This highly interactive program uses didactic and experiential learning, using video and role-play practice exercises to enhance supervisors’ communication, coaching, assessment and planning skills. The curriculum is designed to increased learners’ understanding of the research on the connection between skillful coaching and employee engagement, as well as the research on the connection between skillful coaching and performance improvement.
Participants will increase their knowledge of evidence-based communication strategies for eliciting behavior change in their employees. The workshop includes a review of the core components of the C.A.R.E. model of communication, and introduces the CAP coaching model. There are exercises to help learners build skills in connecting with and assessing the skills of their employees.
Participants also practice creating performance improvement plans for to assist their employees to move from good to excellent performance. As part of this workshop, participants are provided with practical tools for assessing staff members’ skills and creating improvement plans.
The Institute for Healthcare Communication (IHC) takes responsibility for the content, quality and scientific integrity of this CE activity. Learners may be earn up to 4.0 hours of continuing education (CE) credit for successful completion of this workshop. IHC will provide a certification of completion to all learners, which can be submitted to learners’ respective accrediting organizations. IHC is pleased to provide any necessary documentation to help individuals gain CE credits for completion of this workshop.