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Element Two: Improving Communication Skills

Element Two: Improving Communication Skills

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.

MALA - Supervisor Training

Consider the following scenario:

Frank and William worked together as equals for nearly three years, usually on the second shift, where they shared responsibilities. Recently, William was promoted from Medication Coordinator to Facility Supervisor, moving to the first shift. To cover the changes, one part-time second shift worker was made full-time, and a new person was hired. 

William is excited about his new role but feels uneasy about comments he's hearing from his team about Frank. Several coworkers have mentioned that Frank doesn’t always finish his shift duties on time, and William has noticed incomplete duty checklists. Some have also said that Frank has made remarks about not needing to worry about finishing the checklist because William knows how things work on second shift. William is starting to feel like Frank, or others, might be taking advantage of their past working relationship. 

Click Start to Explore How You Would Proceed.

1 / 4

William should not say anything to anyone and hope for the best outcome. 

2 / 4

Given there are second shift staffing transitions, this may be a good opportunity to meet with the second shift team and state or restate performance expectations including expected tasks, use of tools/resources, and related timelines. 

3 / 4

In preparing for this meeting, William should: 

4 / 4

Post meeting, William should: 

Your score is

What will the First-Line Supervisor learn in Element Two?

This element aims to improve supervisors’ communication skills, which are essential for creating a positive and efficient work environment. Through practical strategies and planning, supervisors will enhance their ability to communicate effectively with stakeholders and their teams. 

You will learn to:

By the end of this course, participants will be able to:

  1. Identify key stakeholders for your setting and determine appropriate methods for regular communication with each. 
  2. Develop a personalized communication plan that includes goals, communication methods, and a schedule for contacting stakeholders. 
  3. Enhance team collaboration by improving communication flow and proactively sharing important information with supervisors and staff. 
  4. Utilize feedback from your supervisor and others to continuously improve communication efforts and align them with organizational expectations. 
Deeper Dive Topic

DEEPER DIVE– Developing a Communication Plan

Now that you have thought about your setting’s stakeholders, the next step is to speak with your supervisor about any others that should be included or deleted from your list. The rest is relatively easy; however, it does require discipline to help this plan succeed. This discipline requires using your calendar to record the dates and times to contact each of your stakeholders. 

Some other items to include in the plan-

  • What should be part of all communications?
  • What form of communication does the individual prefer, text, email, phone call, or face-to-face meetings? 
  • How often should you communicate with the stakeholders? 
  • What information should you communicate, or under what circumstances should you communicate? 
  • When is it essential to put communication in writing? 

    All Assisted Living and other Community-Based settings have different communication procedures and traditions. Be sure to discuss the stakeholders with whom your supervisor would like you to communicate regularly.

Course Note

Sometimes, concepts learned in training may seem challenging to implement in your setting or with your team.  From time to time, throughout the courses, we will provide a conversation guide and other supporting documents to help with a staff meeting, planning session or to generate some ideas. All the Conversation Guides and supporting documents will be available on a resource page at the end of this course and the MALA website if you wish to return later to review and download. 

(Click on the link below and download the document; click on the browser back arrow to return to the course)

Communication Plan

Seek feedback and coordinate with your supervisor.

There are many reasons why your supervisor needs to be aware of your communication plans. These plans are not all the same and can change over time as circumstances require. Sometimes, your supervisor will suggest how to effectively communicate with particular stakeholders as they may know them well. Sometimes, they may want to be part of communications directly (attend meetings) or indirectly (copied on email or text). Another advantage to including your supervisor is they will likely inform you of areas in which they wish to be notified. Finally, if your supervisor realizes that you are working on becoming an effective communicator, it will enhance your value as a supervisor to the organization. 

Deeper Dive Topic

DEEPER DIVE– Practicing Your Communication Plan

Most people find communication challenging with certain people or in a particular circumstance. Not everyone you communicate with will be easy; some can even be angry at you or your organization. This makes it even more important to follow a plan, practice it, and continuously work on your skills.

Begin with these steps:

  • Create a plan; the conversation guide included with this element is a good place to start.
  • Set a goal: I will contact …, every…, and discuss the following. (use a calendar and reminders if possible).
  • Remember the agenda, 3-4 items.
  • Always have a redirection strategy for conversations that turn negative or uncomfortable.
  • Practice with your staff!
  • Ask for feedback from your supervisor.
  • Remember the positives; it will help the conversation plan succeed.
  • Accept challenging communication assignments.
  • Take pride in your ability to improve communications.
  • You can try this at home!

What Have We Covered in Element Two?

  • Conversation plans require discipline to succeed.
  • A personalized communication plan that includes goals is needed to communicate effectively.
  • Sharing information with your supervisor and staff helps to strengthen your team by ensuring more people understand the stakeholders better.
  • Feedback from your supervisor and others will help the First-Line Supervisor improve their communication skills.

Improving Communication Skills

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Supervisors should never seek feedback from their own supervisor regarding communication plans. 

2 / 6

Using a calendar to help maintain regular communication with stakeholders can improve communication skills. 

3 / 6

All Assisted Living and other Community-Based settings have the same communication procedures. 

4 / 6

Involving a supervisor in communication may enhance your value to the organization. 

5 / 6

One step in improving communication is to practice with your staff and ask for feedback. 

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Using redirection strategies for conversations that do not follow the agenda is a good practice. 

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Next Up–Element Three, “Building Relationships and Setting Limits”

You’ve finished Element Two, Congratulations!