The content of the supervisory course series was developed with the help of experienced First-Line Supervisors and, in some cases, their supervisors. Assisted Living and other Community-Based setting supervisors were interviewed from different areas of the state.
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A First-Line Supervisor may find communicating with stakeholders or staff challenging when providing information or feedback. This element will help you build the confidence and skills required for these situations. Once again, we will consider the issue proactively, create a plan, and practice. These steps will permit you to communicate effectively, no matter who you provide information or feedback to.
You will learn to:
DEEPER DIVE– Strategies for communicating with challenging individuals
An important truth to understand is that most people are not necessarily the greatest communicators when challenging individuals or subjects is the task at hand. Furthermore, some challenging individuals may also be intimidating. Regardless of their position or accomplishments, many supervisors often engage in avoidance behaviors. Some may think that this is the best strategy to lower stress; however, generally, the opposite is true. To deal with these workplace realities, we must practice communicating, especially with the staff we supervise or stakeholders in our setting. Following the recommendations below will place you on the path to gaining confidence and improving your skills.
Communication Practice:
The essence of this exercise for gaining confidence is to interact frequently in a positive fashion, not just when there is a problem. Frequent positive interaction is the foundation for building relationships and is likely included in your organization’s Care Philosophy—how we value the people entrusted in our care and how we treat each other.
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Seeing potential in staff with communication challenges
First-Line Supervisors sometimes have difficulty seeing potential in staff who present a communication challenge. Therefore, avoidance behavior, ignoring the staff, or even working to transfer or terminate a staff may be considered a strategy. This generally is not in the best interest of the people supported in your setting or for your organization.
The best Assisted Living and other Community-Based settings recognize that staff turnover disrupts relationships with the people served and is expensive for the organization. Also, high turnover can bring down the morale of the other staff that the setting relies on daily. A communication issue is often the primary reason for not seeing potential in a staff. Communication should be a two-way street; a great supervisor recognizes the importance of listening to staff as well as speaking. Supervisors with good communication skills can often work through performance issues, and low performers can become top performers. Communicating effectively will make your life easier due to lower turnover and improved morale. A First-Line Supervisor who can develop challenging staff may be on track for a raise or promotion in most organizations.
Click on arrow button to learn about active listening
Below is a link to active listening research
Jonsdottir IJ, Kristinsson K. Supervisors’ Active-Empathetic Listening as an Important Antecedent of Work Engagement. Int J Environ Res Public Health. 2020 Oct 30;17(21):7976. doi: 10.3390/ijerph17217976. PMID: 33142984; PMCID: PMC7662981.
DEEPER DIVE– Creating a plan for challenging communications
Nearly all supervisors at any level will encounter a staff person with whom it is challenging to communicate. Identifying a staff member as a challenge is the first step; the next step is to have a plan.
Let’s create a plan–
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