Element Three: Stakeholder Communication
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.
What will the First-Line Supervisor learn in Element Three?
This element provides First-Line Supervisors with the essential skills and strategies to communicate effectively with stakeholders, including families, staff, co-workers, and regulators. Through a proactive approach to communication, supervisors will learn to improve care outcomes, reduce stress, and create a more collaborative work environment. The course emphasizes structured communication, building relationships, and aligning with organizational policies, such as confidentiality and social media guidelines.
By the end of this element, participants will be able to:
Understand the importance of proactive stakeholder communication and how it impacts staff morale.
Identify the key reasons for building relationships with stakeholders, including how these relationships reduce stress and increase efficiency.
Set and manage communication boundaries to convey information effectively without overwhelming supervisors or staff.
Define structured communication strategies, including identifying the appropriate times, methods, and personnel responsible for communicating with stakeholders.
Recognize how communication practices can be aligned with organizational policies, particularly regarding social media and confidentiality.
DEEPER DIVE- How can effective communications with stakeholders improve morale?
Proactively initiating communication with stakeholders allows supervisors to prepare better and avoid the risks of miscommunication. Being prepared ensures that conversations are efficient and reduces the need for follow-up discussions. When a supervisor’s communications are not structured, staff must often fill in the “missing information.” At times, the frustration of the stakeholders is placed on the staff as they may not have the information they need. Staff may even unintentionally provide incorrect information without the supervisor’s knowledge. The pressure to answer questions without proper guidance or preparation can be tremendously stressful for staff. It has been said that the best defense is a good offense. Regular, structured, and coordinated communication with stakeholders, your supervisor, and staff, which is aligned with your organization’s policies and procedures, can be your game plan.
Building Relationships with all Stakeholders
Although it may sound odd initially, the more familiar you become with strategies for building relationships, the more apparent it becomes that this strategy applies to all the individuals or stakeholders with an interest in your setting.
The first course, Management Basics, emphasized the value of identifying a Care Philosophy. A Care Philosophy addresses ways to interact with others successfully. The concepts in your Care Philosophy can be a foundation for building relationships with everyone. If you combine your organization’s Care Philosophy with the conversation guide included with this course, you will have all that is needed to develop your plan for building relationships.
Reasons relationships are important for a supervisor:
- Easier access: the stakeholder knows you and what to expect when speaking with you.
- Fewer problems: Keeping others informed about your setting builds trust; if something is needed or goes wrong, less explanation is usually needed.
- More resources: Positive relationships generally mean more time and available resources will be offered for your setting.
- More information: Will be shared which improves care and increases your knowledge base about community-based care systems.
- Good gossip: When stakeholders have a good impression of a First-Line Supervisor, they share their opinions with others, such as your boss.
- Leading by Example: Whether it is a family member, regulator, or others, demonstrating the importance of relationships results in less trouble when staff use your positive example to communicate with a stakeholder.
Reinforce Important Communications:
It is important that critical information is communicated more than once and in different forms.
- Restate time and dates when accepting a verbal invitation
- I will see you at the noon hour tomorrow
- Reiterate common understandings
- I will forward the invitations to our upcoming staff meeting this afternoon
- Recap or summarize necessary follow up
- I will post a sign-up sheet by Tuesday
Reinforcing communication allows for everyone to know what is expected and it is essential to building and maintaining positive relationships.
DEEPER DIVE– Defining and Structuring Communication
A First-Line Supervisor must carefully structure the time and method for communicating with stakeholders. Also, a supervisor must monitor who communicates, whether it is staff or the supervisor. The proactive supervisor must address these two areas when a new stakeholder is introduced or when a new staff member is added to the schedule. Your organization’s policies and procedures should provide the structure for these communications.
Staff need to be made aware of the topics they are authorized to address and with whom they can address them. They should document these communications so the entire team understands what has been shared. The time and method of communication are important as well. Time refers to the supervisor or staff person being “on the clock” and never after hours unless this responsibility is outlined in their job description. Also, strict adherence to what devices can be used to share communications is needed. Time and method must be discussed with stakeholders and staff; enforcement of this policy and procedures is critical to morale and accurate information sharing. New staff should be informed that they do not need to share personal phone numbers or email addresses.
Staff, at times, may engage with stakeholders using social media. Once again, the First-Line Supervisor needs to lead by example. Discussions regarding social media and your setting should always include mention of your organization’s social media policy. Most organizations today have a social media policy. These policies typically do not permit sharing of confidential information, photos or videos, or other information about the setting. Make sure you have read and understand the policy and report any violations to your supervisor.
All Assisted Living and other Community-Based settings have different communication procedures and traditions. Be sure to discuss the stakeholders with whom you supervisor would like you to communicate regularly. Also, be sure to discuss with your supervisor the type of information to be shared with stakeholders when text or email is not encrypted.
What have we covered in Element Three?
- Proactive communication with stakeholders can save time and reduce the need for follow-up discussions.
- Building relationships with stakeholders leads to smoother interactions and less stress for staff members.
- Clear communication boundaries and structured methods help to ensure that information is shared accurately and according to organizational policies.
- Understanding organizational policies related to social media and confidentiality is crucial for protecting the supervisor, staff, and stakeholders.
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Next Up–Element Four “Navigating Challenging Communications.”
You’ve finished Element Three, Congratulations!
